Faculty and Executive Fellows

Distinguished Faculty Fellows

Tor Wallin Andreassen

Tor Wallin Andreassen is Professor of Innovation and the Director of Center for Service Innovation (CSI) at NHH Norwegian School of Economics. Before he arrived at NHH in 2013, he was with BI Norwegian Business School for 23 years - of which five years as Head of the Marketing Department and eight years the Associate Dean of the MSc program in Marketing. Professor Andreassen is an Area Editor at Journal of Service Management, a member of the editorial review board of MIT Sloan Management Review, Journal of Service Research, Journal of Business Research, Service Science, Journal of Service Management, and Decision Science Journal. He is a regular reviewer for Journal of Marketing. Dr Andreassen has published in leading journals such as: MIT Sloan Management Review, Marketing Science, Journal of Marketing, Quality & Quantity, Journal of Economic Psychology, Journal of Public Sector Management, Journal of Service Research, European Journal of Marketing, and Journal of Service Management. Professor Andreassen is the founder of Service Forum, The Norwegian Customer Satisfaction Barometer (BI), the Norwegian Service Innovation Index (NHH), and the annual Professor Johan Arndt Marketing Conference. Dr. Andreassen has published eight books (his latest "Service and Innovation"). He has received several awards for his academic research incl the prestigious MSI/H. Paul Root Award 2007 ( Journal of Marketing), Outstanding (Best) Paper Award (from Managing Service Quality); Citation of Excellence - Highest Quality Rating (European Journal of Marketing, Journal of Service Management); Most Downloaded Article - Top 3 ( Journal of Service Management) and Top 200 (Journal of Economic Psychology). He has been a Visiting Professor at Vanderbilt University, USA, University of Maryland, USA, University of Queensland, Australia, and a visiting scholar at Stanford University and University of Maastricht, NL. He has received pedagogical education and training from Vanderbilt University and Harvard Business School.

Michael Brady

Michael ("Mike") Brady is the Carl DeSantis Professor and chair, Department of Marketing, at Florida State University. His primary research interest has to do with contextual and communal factors that influence customer assessments of frontline service transactions. Mike has published articles in many top scholarly journals, including the Journal of Service Research, Journal of Consumer Research, Journal of Marketing, International Journal of Research in Marketing, Journal of Retailing, Journal of the Academy of Marketing Science, and many other outlets. His research articles have been cited over 14,000 times to date and his 2001 article in the Journal of Marketing was ranked the fifth most influential article for future research in services marketing. Mike's work has been covered in the popular press, such as MSNBC, U.S. News, the Chicago Tribune, and Tampa Bay Times. He has won numerous research, teaching and service awards, including the Christopher Lovelock Career Contributions to the Service Discipline Award, the SERVSIG best article award, the Academy of Marketing Science and University outstanding teacher awards, the University graduate student mentoring award, and the William R. Jones award for his work mentoring minority doctoral students. Mike is a past president of the American Marketing Association's Academic Council and an Associate Editor for the Journal of Service Research and Journal of the Academy of Marketing Science. He will assume the role of Editor-in-Chief of Journal of Service Research in 2017.

Bo Edvardsson

Bo Edvardsson is a professor at CTF-Service Research Center and Vice Rector of Karlstad University in Sweden. His research areas include service management and service marketing, value creation through service and service logic, service infusion in manufacturing, service culture, and service strategy. In 2008, Professor Edvardsson received the RESER award, "Commendation for Lifetime Achievement to Scholarship," from the European Association for Service Research. From 2005- 2010, he served as the editor at the International Journal of Service Industry Management. In addition to his other academic achievements, Professor Edvardsson is a member of the editorial staff of the International Journal of Service Industry Management, Managing Service Quality, International Journal of Internet Marketing & Advertising and Journal of Service Research. Professor Edvardsson received his undergrad degree in economics from Uppsala University and his PhD in agricultural economics from Uppsala University and the University of Minnesota.

Mary Jo Bitner

Dr. Bitner is the PetSmart Chair in Services Leadership and Professor of Marketing at the W.P. Carey School of Business at Arizona State University. Additionally, she is the Executive Director of Carey's Center for Services Leadership. She has co-authored a prominent textbook on services marketing and serves on the Board of the American Marketing Association (AMA). Her current research is in the areas of service infusion strategies for goods manufacturers and the strategic roles that technology and front-line employees play in defining customer satisfaction with services. Her research has been published in the top industry journals. In 2003, Dr. Bitner received the Career Contributions to the Service Discipline award from the AMA. In June 2013, Dr. Bitner became the Editor of the Journal of Service Research (JSR).

Claes Fornell

Claes Fornell is the founder and chairman of the American Customer Satisfaction Index (ACSI) He is one of the world's leading experts on Customer Satisfaction Measurement and Customer Asset Management and is responsible for the development and design of the ACSI, a national Economic Indicator, and for similar indices in Europe and Asia. He is also the Donald C. Cook Professor of Business Administration at the University of Michigan. Born and raised in Sweden, Claes Fornell received a Doctorate in Economics in 1976 from the University of Lund, Sweden and taught at Duke and Northwestern University after completing study as a Fulbright Scholar at the University of California at Berkeley. He was awarded an honorary doctorate of Economics from the Stockholm School of Economics in 2009, honorary University professor at Tianjin University in 2007, and honorary university professor at Renmin University in 2005. Claes Fornell has written more that 60 articles and books. He also has served on the editorial board of all the major academic journals in the field and regularly appears in both broadcast and print media as an expert on customer satisfaction and its implications on corporate performance and financial markets. According to a 2008 study by the Institute of Operations Research and Management Sciences (INFORMS), he is the most influential marketing scholar in the world in both business and academia. Claes Fornell's most recent book – The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference was recently published in Italian and Spanish.

Rebecca Hamilton

Rebecca Hamilton is the Michael G. and Robin Psaros Chair in Business Administration, Professor of Marketing and Marketing Area Coordinator at Georgetown University's McDonough School of Business. She received her PhD from the MIT Sloan School of Management in 2000 and was on the faculty at the University of Maryland's Robert H. Smith School of Business from 2000-2014. Professor Hamilton's research examines the effects of contextual factors – including the social environment, stage of decision making and presentation format – on consumer decision making. Her research has been published in journals such as the Journal of Consumer ResearchJournal of Marketing, Journal of Marketing Research, and Harvard Business Review. She received the Erin Anderson Award for an Emerging Female Scholar and Mentor in 2011 and was recognized by the Marketing Science Institute as a Young Scholar in 2007. She is currently Co-Editor of the Journal of Marketing Research, Associate Editor for the Journal of the Academy of Marketing Science, andserveson the Editorial Review Boards of the International Journal of Research in Marketing, Journal of Interactive Marketing, and Journal of Marketing. She also serves on the Academic Council for the American Marketing Association. Professor Hamilton enjoys teaching consumer behavior classes to undergraduate, MBA and executive MBA students.

Ming-Hui Huang

Ming-Hui Huang is Distinguished Professor of Electronic Commerce in the Department of Information Management at National Taiwan University. She specializes in interdisciplinary research, with publications encompassing journals in Marketing and Information Systems, such as the Journal of Marketing, Harvard Business Review, Journal of Management Information Systems, Journal of the Academy of Marketing Science, and Journal of Consumer Psychology. She has served as guest editor of the Journal of Service Research, and serves on the editorial boards of the Journal of Service Research, International Journal of Electronic Commerce, and Information & Management. She is the immediate past Director of the Management Research program at the National Science Council, Taiwan, which is the major source of funding of basic research in the fields of information systems, marketing, and management science in Taiwan.

P. K. Kannan

P. K. Kannan is Professor of Marketing at the Robert H. Smith School of Business at the University of Maryland and is the former Chair of the Department of Marketing. His current research stream focuses on new product/service development, design and pricing digital products and product lines, marketing and product development on the Internet, e-service, and customer relationship management (CRM) and customer loyalty. Professor Kannan is the Director Emeritus of the Center for Excellence in Service.

Katherine Lemon

Katherine (Kay) Lemon holds the Accenture Professorship at Boston College's Carroll School of Management. She is currently Executive Director of the Marketing Science Institute (MSI). Lemon's main areas of research expertise are customer management, customer equity, and the dynamics of customer-firm relationships. She has published over 50 articles in journals and books including the Journal of Marketing Research, Journal of Marketing, Marketing Science, Management Science, and the Journal of Service Research. She has received several best article awards, including the Sheth Foundation/Journal of Marketing Award (2009). She is the Editor of the Journal of Service Research, and also serves on the editorial boards of the Journal of Marketing, Journal of Marketing Research, Journal of the Academy of Marketing Science, and the Journal of Interactive Marketing. She is an Academic Trustee for the Marketing Science Institute. Kay received her Ph.D. from University of California, Berkeley. Prior to her academic career, she held senior level marketing positions in high technology and health care. She can be reached at kay.lemon@bc.edu.

Hui Liao

Hui Liao is a Professor of Management and Organization at the University of Maryland's Robert H. Smith School of Business. Professor Liao's current research interests include leadership, service quality, high performance work systems, and workforce diversity and inclusion. She has conducted field research in various cultural settings including the United States, Mainland China, Hong Kong, Taiwan, Japan, Europe, the UAE, and other cultural contexts, involving both small business and multinational companies' worldwide operations.

A. Parasuraman

A. Parasuraman holds the James W. McLamore Chair in Marketing at the University of Miami. One of the creators of the SERVQUAL service quality measurement scale, he has won many teaching and research awards, including a lifetime achievement award from the Services Special Interest Group of the American Marketing Association.

Steven Shugan

Steven M. Shugan, the Russell Berrie Foundation Eminent Scholar & Professor at the University of Florida, teaches multivariate statistics, marketing models and advanced marketing management. He has a Ph.D. in Managerial Economics from Northwestern University. He has taught a variety of subjects, including marketing, econometrics, statistics, and computer science. He was editor-in-chief of Marketing Science for six years, editor of Journal of Business and associate editor of Management Science and served on over ten editorial boards including the Journal of Consumer Research, Journal of Marketing & Journal of Marketing Research. He is an INFORMS fellow as well as an Inagural Fellow of the Society for Marketing Science. He won several best paper awards (including twice-Marketing Science, Journal of Marketing, Journal of Retailing, finalist-Journal of Service Research, finalist-Journal of Marketing Research) and best teaching awards. He has won the INFORMS service award and been given awards by several universities. He was past chairman of the INFORMS College on Marketing, twice organizer of the Marketing Science Conference, and chair of numerous dissertation committees. His current research includes services marketing (integrating operations), metrics, entertainment marketing, advance-selling, normative methods for modeling competition, markets for evaluative information, models of selling and product policy.

Jan-Benedict Steenkamp

Dr. Steenkamp is the Knox Massey Distinguished Professor of Marketing and Chair of the Marketing Area at the University of North Carolina's Kenan-Flagler Business School. He is also the Executive Director of AiMark, a global center that studies marketing strategy issues and brings together academics and industry leaders. Dr. Steenkamp's research expertise includes brand building, inter-organizational relationships, private label brands and services marketing. He is has written or co-authored six books, including Private Label Strategy: How to Meet the Store Brand Challenge, written withKirmalya Kumar. Author of over 100 scholarly publications, Dr. Steenkamp is past editor of the International Journal of Research in Marketing and serves on the boards of all of the top marketing journals. He is the recipient of the Muller Award, given by the Royal Netherlands Academy for "exceptional achievements in the area of the behavioral and social sciences," and the prestigious EMAC Distinguished Marketing Scholar Award.

Valarie Zeithaml

Dr. Valarie Zeithaml is the David S. Van Pelt Family Distinguished Professor of Marketing at UNC-Chapel Hill Kenan-Flagler Business School and an award-winning teacher and researcher. She was recently honored with the 2009 Sheth Foundation/Journal of Marketing Award for scholarship based on the benefits of time and hindsight, the 2009 AMA Irwin/McGraw-Hill Distinguished Marketing Educator Award for lifetime leadership in marketing education and extensive contributions to the marketing discipline, and the 2008 Paul D. Converse Award for enduring contributions through a body of work. Zeithaml and her co-authors have written three books: Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy, Delivering Quality Service, and the textbook entitled Services Marketing. Her research, which has won awards in Journal of Marketing, Journal of Marketing Research, Journal of Consumer Research, and Journal of Service Research, primarily deals with the topics of service quality, customer equity, customer perceived value, and service infusion.

Faculty Fellows

Yogesh Joshi

Yogesh Joshi is a Professor of Marketing at the Robert H. Smith School of Business at the University of Maryland. His research focuses on competitive marketing strategies, market entry, optimal product portfolios, brand extensions, diffusion, and innovation. His research has been published in Marketing Science and Management Science, and he was recognized as an MSI Young Scholar in 2011. His prior industry experience includes work as a strategy consultant on issues related to marketing, operations, and technology. He teaches a course on customer-centric innovation in the MBA and undergraduate programs, and on mathematical models in marketing in the PhD program.

Wendy Moe

Wendy Moe is a Professor of Marketing at the Robert H. Smith School of Business at the University of Maryland. Her research interests lie in modeling online consumer shopping behavior and early sales forecasting. Professor Moe's research has appeared in Marketing Science, Journal of Marketing Research, Management Science, Journal of Marketing, Journal of Interactive Marketing, Journal of Consumer Psychology, and Journal of Public Policy and Marketing.

Sabine Benoit

Sabine Benoit is Professor of Marketing at the University of Surrey. Before starting in 2008 she was holder of the Lekkerland Endowed Chair for Convenience & Marketing at the EBS Business School, Wiesbaden, Germany. At the EBS she was manager of the Competence Center for Convenience, Academic Director of the EBS Summer Schools and Chairman of the doctoral committee. Prior to that, Professor Moeller was research assistant in the Douglas Endowed Chair of Service Management at the University of Hagen, Germany, where she earned her doctoral degree. Professor Moeller's main research foci are service marketing, retailing, and relationship marketing. Her work has been published in international journals, including Journal of Service Research, Journal of Relationship Marketing, Journal of Services Marketing, Journal of Business-to-Business Marketing, and International Journal of Physical Distribution & Logistics Management.

Executive Fellows

Charles Colby

Charles Colby is the Founder and President of Rockbridge Associates, Inc., a market research firm that specializes in the services and technology sectors. Over the past 25+ years, he has consulted for numerous Fortune 500s, government agencies and non-profits on marketing strategy, service quality and e-service implementation. He has contributed extensively to the body of knowledge on technology adoption, having authored a book, Techno-Ready Marketing, numerous articles and presentations. He is a senior fellow at the Center for Excellence in Service at the Robert H. Smith School of Business, University of Maryland. Prior to founding Rockbridge in 1992, he held positions at Opinion Research Corporation, Citigroup and Westat.

Suzanne Lowe

Suzanne Lowe is a highly regarded analyst, consultant, author and speaker on professional services marketing and management. She advises C-suite leaders about their firm's growth strategies. She is the author of two books on how professional firms can organize to compete more effectively

Before founding Expertise Marketing in 1996, Ms. Lowe spent more than a decade leading the marketing programs for top-tier management consulting and business-to-business organizations. Before that, she spent more than a decade managing and implementing strategies for political candidates and organizations.

Her widely disseminated research initiatives on strategic marketing perceptions, practices and performance of professional service firms around the globe contain data from thousands of firms, and are the basis for her books Marketplace Masters: How Professional Service Firms Compete to Win (Praeger, 2004) and The Integration Imperative: Erasing Marketing and Business Development Silos -- Once and For All -- in Professional Service Firms (Professional Services Books, 2009). She has also published an on-line newsletter, The Marketplace Master™ and a blog, The Expertise Marketplace™.

Lowe speaks for leading trade associations and in-house audiences, and has written for premier publications, including the Harvard Business Review, and BusinessWeek, Marketing Management magazine and the new textbook Essentials of Services Marketing.

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