Jochen Wirtz is the Vice Dean of MBA Programmes and Professor of Marketing at the National University of Singapore (NUS Business School). He holds a Ph.D. in services marketing from the London Business School and has held leadership roles, including founding director of the UCLA–NUS Executive MBA Programme and member of the NUS Teaching Academy. His research focuses on service management, intelligent automation, AI, and corporate digital responsibility. A globally recognized authority, he has authored over 20 books, including Services Marketing: People, Technology, Strategy (9th ed.) and Intelligent Automation , with translations in 26+ languages. His awards include the Christopher Lovelock Career Contributions Award (AMA) and the Academy of Marketing Science’s Outstanding Marketing Teacher Award. He advises international firms like Accenture and KPMG and is involved in start-ups such as Dataswyft and TranscribeMe. His work emphasizes ethical AI, service robots, and cost-effective excellence, contributing to both academic research and industry practice. Wirtz’s research spans service robots, platform economies, and luxury services. His recent studies explore generative AI’s impact on service encounters, corporate digital responsibility, and B2B customer experience strategies. He actively engages with industry through consulting, keynote speaking, and executive education.
Dr. Dahlia El-Manstrly is an Associate Professor (Senior Lecturer) in Marketing and Director of Research for the Marketing and Creative & Cultural Industries (MCCI) group at the University of Sheffield Management School. She previously served as Co-Director of the Center for Service Excellence at the University of Edinburgh. Her expertise spans services marketing, with a focus on service recovery, customer loyalty, and international marketing. Education: BSc (First Class Honours) MSc (Huddersfield University) MRes PhD (Glasgow University) AHEA (Advanced HE Academy) Research Interests: Service Recovery and Complaint Management Customer Loyalty and Satisfaction International Marketing in Services Transformative Services and Well-being Tourism Services and Online Travel Communities Awards and Recognition: Highly Recommended Paper Award (AMA SERVSIG, 2014) Three Teaching Excellence Awards (University of Edinburgh) Grants and Supervision: Supervises PhD students on topics like sustainability in fashion and elderly adoption of self-service technology. Recipient of grants including the British Academy Quantitative Skills Award and ESRC Seminar Series funding. Labs/Teams: Leads the MCCI research group at the University of Sheffield Management School.
Sarah Xiao is a Professor of Marketing and Head of Department at Durham University Business School, with a dual role as Programme Director for the Doctorate in Business Administration (DBA) at Fudan University, China. As a consumer psychologist, her work bridges technology, marketing, and behavioral analysis in retail, tourism, and digital economies. Her research spans: Behavioral Change in consumer decision-making Consumer Analytics (AI, Big Data, Machine Learning) Illicit Consumption and consumer misbehavior Neuroscience in marketing and consumer choice Mobile Commerce and Digital Marketing strategies Recent publications focus on AI-driven consumer behavior, social media revenge typologies, and predictive modeling in tourism demand forecasting. She supervises PhD students including Bai Dan, Matthew He, Coco Li, and Shujun Xiao, while collaborating with global institutions and private-sector partners. Her work has attracted significant research funding and appears in leading journals like Journal of the Academy of Marketing Science and Annals of Tourism Research .
Dr. Christos Koritos serves as the Associate Dean of Academic Programs and Academic Director of the MSc in Marketing at The American College of Greece (Alba Graduate School of Business). He holds a Ph.D. from Athens University of Economics & Business, an M.Sc. from the University of Stirling, and a B.Sc. from Athens University of Economics & Business. His academic role includes teaching and leading strategic initiatives across multiple master’s programs in Marketing, International Business, and Tourism Management. Dr. Koritos’ research focuses on Consumer Psychology, Marketing of Services, Advertising, and Corporate Social Responsibility. His work explores topics such as customer behavior in hospitality settings, servicescape design, and the impact of rhetoric in advertising. He has published extensively in journals like Tourism Management , Journal of Business Research , and European Journal of Marketing . His consultancy work spans over 20 Greek and multinational companies, addressing strategic marketing challenges. He actively contributes to EU-funded projects and serves as a reviewer for academic journals and conferences. His teaching spans institutions including Alba, Athens University of Economics & Business, and the Greek Open University. Dr. Koritos’ recent research highlights include analyzing customer threats in hospitality, greenwashing in tourism, and the effects of music in service environments. His work bridges theoretical insights with practical applications, emphasizing empirical rigor and cross-disciplinary relevance.
Thorsten Gruber is a Professor of Marketing and Service Management at Loughborough University, where he also serves as Director of the Centre for Service Management. Prior to this role, he was a Senior Lecturer at Manchester Business School. He holds a PhD and MBA from the University of Birmingham. His research focuses on service failure and recovery, frontline employee well-being, customer feedback dynamics, and service robotics. He has also held prestigious visiting positions, including the Anne-Marie and Gustaf Ander Foundation Visiting Professorship at Karlstad University (2015–2017). Gruber’s research interests span transformative service research, complaint management across cultures, and the impact of positive customer feedback on employee well-being. He has presented globally at leading conferences and published in journals like Journal of Service Research and Journal of Marketing Management. His work has been recognized with awards such as the Emerald Literati Network Awards and the Journal of Service Management Robert Johnston Award. His academic contributions also extend to pedagogy, including winning nominations for Teacher of the Year and Researcher of the Year. Gruber co-founded the Centre for Service Management in 2013, fostering interdisciplinary research in service excellence. His recent studies explore AI-driven service accountability, health-seeking behaviors in rural settings, and the ethical integration of service robots. Education : PhD and MBA from University of Birmingham Awards : Multiple Emerald Awards, methods@manchester Competition Winner (2009), Academy of Marketing Research Initiative Award (2008) Key Research Themes : Service Recovery, Customer Feedback Analysis, Employee Well-being, Transformative Service Robotics
Elodie de Boissieu is an Associate Professor of Marketing at EM Normandie, where she has served since 2020. She holds a PhD in Management Science from the University of Paris-Est (2019), focusing on luxury brand experiences. As Academic Director of the MSc in Digital and Marketing in Luxury and Lifestyle, she oversees graduate programs blending academic rigor with industry insights. Previously, she managed EIML Business School in Paris (2012–2019) and held senior roles in luxury brands like Yves Rocher and LVMH. Education: PhD in Management Science (2019), University of Paris-Est Professional Experience: Over 20 years in luxury marketing, including risk consulting and executive management roles Her research explores technological innovations in luxury marketing, brand heritage, and consumer behavior in high-end contexts. Key themes include blockchain applications in supply chains, social media robot influencers, and luxury brand museums' impact on consumer engagement. Her work bridges academic theory with practical industry challenges, emphasizing France’s 'Made in France' and luxury craftsmanship values. Publications reflect her interdisciplinary focus, addressing topics like blockchain traceability, AI-driven marketing strategies, and cross-cultural perceptions of luxury. She actively contributes to conferences and peer-reviewed journals, emphasizing luxury sector challenges in a digital era.
Kate Daunt is Professor of Marketing at Cardiff Business School and Co-Director of Cardiff University's Security, Crime and Intelligence Innovation Institute. She holds a PhD from Cardiff University (2008) and is a Fellow of the Higher Education Academy (FHEA). Her professional affiliations include the Chartered Institute of Marketing (MCIM) and Beta Gamma Sigma International Business Honour Society. Her research focuses on: Audience reception of disinformation in digital environments Dynamics of social media influencers and parasocial relationships Consumer misbehaviour and deviant service interactions Behavioural change through service design interventions Servicescape impacts on consumer experiences Her publication portfolio demonstrates consistent focus on consumer psychology in technology-mediated environments, with recent work exploring disinformation propagation, influencer marketing ethics, and robotic service interventions. Research frequently employs mixed-methods approaches across hospitality, retail, healthcare and digital contexts. Honors & Awards: Emerald Literati Award (2024) Martin Evans Teaching Excellence Award (2019) Cardiff University Research Fellowship (2016-2017) Multiple 'Best Paper' awards in service marketing She currently supervises doctoral candidate Katie Lloyd and previously served as Deputy Director of Doctoral Studies. As Co-Director of the Security, Crime & Intelligence Innovation Institute, she leads interdisciplinary research teams examining behavioral aspects of security and disinformation.
Maja Golf-Papez is an Associate Professor in Marketing at the University of Sussex Business School, where she also serves as Deputy Director of the MBA program. Her work integrates systems thinking and human-centered design to address complex challenges in technology, health, and consumer behavior. Her educational background includes a PhD in Marketing from the University of Canterbury (2018), an MSc in Marketing from the University of Bath (2010), a BSc in Marketing Communications from the University of Ljubljana (2009), and a BSc in Economics from the same institution (2013). She also holds a Postgraduate Certificate in Higher Education (Advance HE, 2020) and a certification in Human-Centred Systems Thinking from IDEO (2024). Maja's research focuses on responsible innovation, digital inclusion, health innovation, and consumer misbehaviors such as online trolling. She employs qualitative, context-rich methods and co-creates solutions with stakeholders, particularly in healthcare. Her recent work explores the metaverse, synthetic customer experiences, and platform governance in the sharing economy. Her publications span top journals including European Journal of Marketing , Journal of Interactive Marketing , Business Horizons , and Marketing Theory . The research trends reflect a strong focus on digital ethics, responsible technology, consumer well-being, and the social implications of emerging technologies. She frequently collaborates with scholars such as Veer, Bajde, Culiberg, and Keeling. Highly Commended in the 2024 Financial Times Responsible Business Education Awards for the Digital Inclusion Framework Journal of Marketing Management 2017 Best Paper Award – Highly Commended for 'Don’t feed the trolling' Maja is an active supervisor, having co-supervised research on digital fashion and brand purpose. She has secured funding from the ESRC Impact Acceleration Account and a Knowledge Exchange Fellowship. She teaches Design Thinking and Innovation at the postgraduate and MBA levels and has been nominated for the Sussex Teaching Award annually from 2020 to 2025. She also facilitates workshops for organizations and professionals. Her peer review activities include journals such as European Journal of Marketing , Journal of Business Research , and Consumption, Markets and Culture , and she has served on the ESRC IAA fast-track fund review panel.
Jessica Sze Yin Ho is an Associate Professor and Senior Fellow of the Higher Education Academy at Heriot-Watt University , where she serves in the School of Social Sciences as Associate Head and Programme Director of MA (Hons) Marketing in the Department of Marketing and Operations . She is a prolific researcher in digital marketing, social media, and sustainable consumption, with over 20 publications and multiple international awards. PhD in Marketing (Multimedia University, Malaysia) MPhil in Management (Multimedia University, Malaysia) BBA in Marketing (Multimedia University, Malaysia) Research Interests span Digital Marketing , Social Media Strategy , E-commerce , Sustainable Consumer Behavior , and Service Quality , with a focus on technology adoption and higher education quality. Her recent work explores Live Streaming Commerce , TikTok’s role in Cultural Heritage Promotion , and the Dark Side of Celebrity Endorsements . Her 15 most recent publications (2025–2020) analyze audience engagement , privacy dynamics in virtual streaming , sentiment analysis , and augmented reality applications across sectors like museums, tourism, and finance. Awards include multiple Best Paper and Best Reviewer recognitions from global marketing conferences. Collaborations include industry-funded projects on talent management and services marketing . She also mentors colleagues toward Senior Fellow of AdvanceHE status and contributes to UN Sustainable Development Goals through research on sustainable consumption and education.
Eunjin Kwon is an Assistant Professor in the Department of Hospitality Administration at Lamar University, College of Nutrition, Hospitality and Human Services. She teaches courses including Intro to Hospitality Industry , Human Resources in Hospitality , and Travel and Tourism . Her academic career includes prior roles as Graduate Assistant at Pennsylvania State University and Research Associate at the University of Houston. B.A. in Tourism Management, Kyunghee University, South Korea M.S. in Hospitality Management (Dean’s Award), University of Houston, TX Ph.D. in Hospitality Management, Pennsylvania State University (2016) Her research focuses on hospitality management, consumer behavior, service marketing, and sensory marketing. Recent work examines emotional intelligence in upscale hotels, food desert mitigation, and the impact of music and plate color on dining experiences. Key trends in her research include customer misbehavior dynamics, menu design optimization, and grounded theory applications to peer-to-peer hospitality platforms. Awards include the 2008 Dean’s Award from Conrad N. Hilton College. Dr. Kwon has contributed to journals such as the Journal of Hospitality and Tourism Management and British Food Journal , with conference presentations at the Annual ICHRIE Conference and Graduate Education & Graduate Student Research Conference in Hospitality & Tourism.
Dr Andrew Pressey is a Reader in Marketing and Deputy Head of the Department of Marketing at the University of Birmingham's Birmingham Business School. He has held previous leadership roles including Head of Department (2012–2015) and Research Director, and has academic experience at the University of East Anglia and Lancaster University Management School. His research focuses on three interconnected areas: business-to-business marketing, the intersection of marketing and competition law/antitrust, and consumer behavior in virtual worlds. His recent work has expanded into ethical issues in service contexts, including deceptive practices in tourism and digital addiction. His 15 most recent publications reflect a strong interdisciplinary approach, combining marketing with psychology, law, and information systems. Key themes include dark tourism, smartphone 'zombie' behavior, service worker deception, and network learning in B2B contexts, demonstrating a trend toward understanding consumer and organizational behavior in complex, ethically charged environments. Emerald Management Reviews Citation of Excellence British Academy of Marketing Award (Dublin, 2005) British Academy of Marketing Award (Southampton, 2012) Forum on Service Award (Capri, 2009) Reviewer of the Year (2014), Journal of Historical Research in Marketing Andrew Pressey has secured research funding from the British Academy and Nottingham SPARK. He supervises PhD students, including Fredah Mwiti, and plays a significant role in academic service as Associate Editor of the Journal of Marketing Management and on editorial boards of Industrial Marketing Management and Journal of Historical Research in Marketing . He is also active in the British Academy of Marketing, serving as Deputy Chair of the B2B track. He is affiliated with the ESRC Centre for Competition Policy and has collaborated extensively with colleagues there on antitrust-related research.
José Veríssimo is the Vice-President of ISEG (Lisbon School of Economics & Management) overseeing Marketing, International Relations, and Alumni Engagement. He holds a PhD in Business Management from the University of Manchester and an Agregação in Management from ISEG. His academic rank is Associate Professor with Agregação. His research focuses on service marketing, digital marketing, and brand management, with over 160 master’s and 5 doctoral supervisees. Education: 2022: Agregação in Management, Marketing & Strategy (ISEG, Portugal) 2003: PhD in Management (Manchester Business School, UK) 1993: MBA (European University, Portugal) 1989: Bachelor’s in Business Administration (ISEG, Portugal) Research Interests: Service Marketing: Exploring sensory marketing stimuli in retail environments (e.g., aroma, music). Digital Marketing: Social media strategy, brand-endorsers-user dynamics, and mobile app adoption. Brand Management: Brand valuation, destination branding, and brand equity. Organizational Culture: Linking culture to CSR practices and performance. Publications Trends: Recent work emphasizes sensory marketing (2024), organizational culture in energy sectors (2024), and tourism experience segmentation (2022). He frequently collaborates with institutions like ISA and INIAV in agricultural innovation programs. Professional Roles: In addition to his academic roles, he serves as a Non-Executive Administrator at Fundação Económicas (since 2023) and IDEFE (2019–2023). He also advises ISEG’s Dean’s Office on Marketing & External Relations (2018–2022). Labs/Teams: Coordinates ISEG’s Data Lab, Futures Lab, and Policy Lab, focusing on applied research in business analytics, policy innovation, and tourism futures.
Professor Dominique A. Greer is a Professor in Marketing and Head of School at the School of Advertising, Marketing & PR within the Faculty of Business & Law at Queensland University of Technology (QUT). With extensive expertise in services marketing and consumer behavior, she leads significant research initiatives focused on risk communication, emergency warnings, and public transport safety. Dr. Greer holds a PhD from Queensland University of Technology, a Master of Arts (Writing, Editing and Publishing) from the University of Queensland, and multiple graduate certificates in academic practice and research commercialization from QUT. Her academic credentials reflect her commitment to both scholarly excellence and practical application of marketing principles. Her research primarily investigates how co-creation in professional services is disrupted by deviant consumer behavior, with specializations in experimental design, survey research, scale development, and both qualitative and quantitative data analysis. Professor Greer has made significant contributions to understanding risk communication during natural disasters, having led major collaborative research projects with government agencies and industry partners to improve public perceptions, trust, and acceptance of emergency warning systems. Her work extends to addressing women's safety on public transport and developing multi-hazard public information platforms. Professor Greer's publication portfolio demonstrates strong trends across services marketing, consumer behavior, and risk communication. Her recent work shows increasing focus on vulnerability in service contexts, technological solutions to service challenges (including service robots), and the intersection of marketing principles with disaster management and public safety. She publishes regularly in top-tier journals including the Journal of the Academy of Marketing Science, European Journal of Marketing, and Journal of Services Marketing. 2015 Australian Awards for University Teaching Award for Programs that Enhance Learning for the development and delivery of the Teaching Advantage Program Professor Greer has successfully secured and led multiple significant research grants, including a $7.1 million collaborative research program (2012-2014) between the Queensland State Government, CSIRO, Boeing Research & Technology Australia, Insitu Pacific Ltd, and QUT; a $2.39 million project (2014-2021) with the Bushfire and Natural Hazards Cooperative Research Centre; a $260,000 project (2022-2023) with iMove CRC; and an upcoming $600,000 project (2025-2027) with Natural Hazards Research Australia. She actively supervises research students at Honours, Masters, and PhD levels, with a current focus on 'the human factors in self-service technology.' Through her leadership roles and research collaborations with organizations including the Australian Institute of Disaster Resilience (AIDR) and the Australian and New Zealand Council for Fire and Emergency Services (AFAC), Professor Greer has significantly influenced national policy, notably contributing to the harmonization of natural hazard warnings across Australian jurisdictions into the Australian Warnings System (AWS).
Dr. Ilias Danatzis is a Senior Lecturer (Associate Professor) in Marketing Analytics at King’s Business School, King’s College London. He specializes in services marketing and management, focusing on inclusive marketplaces, toxic customer behavior management, and resilient service frontlines. His research bridges quantitative and qualitative methods, addressing issues like brand safety in digital platforms and human-AI collaboration. Education: PhD in Marketing (Summa cum Laude), Freie Universität Berlin Master of Science in Management and Marketing, Freie Universität Berlin Bachelor of Science in European Business Studies and Management, Otto-Friedrich-Universität Bamberg Research Interests: Ilias investigates designing inclusive marketplaces, mitigating toxic customer behaviors, and enhancing frontline readiness in service ecosystems. His work has been published in top journals like MIS Quarterly and Journal of Service Research , influencing industry practices in transportation, tech, and consumer services. Recognition: 2023 AMA SERVSIG Best Service Article Award 2021 Frontline-in-Crisis Research Competition Winner Top 7 prolific authors in Journal of Service Research (2023) Tiburtius Dissertation Award (2018) Teaching & Leadership: Leads Marketing Analytics, Service Experience Management, and Text Mining modules. Serves as PhD Lead for the Marketing Department, supporting doctoral initiatives. His teaching integrates real-world data and industry collaboration, earning King’s Education Award nominations. Industry Collaboration: Works with leading organizations in transportation, tech, and consumer services. Engages in public outreach, e.g., a 2025 DW News article on personal data ownership.
Tayler Cunningham is a Lecturer at the Department of People and Organisations within Glasgow School for Business and Society at Glasgow Caledonian University. Their research focuses on remote working, mental distress in workplaces, employee alienation, and public-sector/service-sector employment. They are a Fellow of the Higher Education Academy and an Associate Member of the CIPD. Tayler contributes to the Global Hospitality Research Alliance (GHRA), addressing critical issues in the hospitality sector such as workplace dignity and customer misbehavior. Research interests include analyzing hospitality sector challenges, workplace abuse dynamics, and the impact of social washing on business practices. Their work aligns with UN Sustainable Development Goals, particularly labor rights and decent work. Publications include a 2025 chapter on workplace abuse paradoxes in Scottish hospitality and a 2022 article on customer misbehavior in hospitality contexts. These works examine topics like verbal hostility, employee mental health, and corporate social responsibility strategies. Scientific Awards: Fellow of the Higher Education Academy Associate Member of CIPD Collaborations: Active member of GHRA, collaborating on global hospitality research initiatives.
