Participant Bios


Marjan Aslan has a PhD in Service Management from the University of Canberra, where she currently works as an Assistant Professor. Her research interests are in the areas of multichannel service delivery, technology-based self-service, personalisation of technology-based services, and roles of technologies and service employees in customer satisfaction with services. Her research has been published in Cornell Hospitality Quarterly and presented at numerous prestigious international conferences such as QUIS (Quality in Service) Conference, AMA SERVSIG International Service Research Conference, and Frontiers in Service Conference.


Sathyaprakash Balaji Makam (M S Balaji) is an Associate Professor of Marketing at Nottingham University Business School Ningbo China. Before moving to Ningbo, Dr. Balaji has worked as a Lecturer in Taylor’s Business School, Malaysia. His research interests are in the area of services marketing, service orientation, and social support.


Christoph F. Breidbach is a lecturer at The University of Melbourne, School of Computing and Information Systems. His publications to date appeared in the Journal of Service Research, Industrial Marketing Management, Managing Service Quality, The Service Industries Journal, Service Science, Marketing Theory, and other outlets. He serves on the editorial boards of the Journal of Service Research, Journal of Service Theory and Practice, and the Journal of Business Research.


Tom Chen is a Senior Lecturer in marketing at the Newcastle Business School at the University of Newcastle, Australia and a visiting fellow at the Research School of Management at the Australian National University. Tom’s research interests span marketing theory and marketing strategy, and include co-creation and engagement. His current research focuses on co-creation initiatives, co-creative consumers’ psychological states, Customer initiation of value co-creation, and customer engagement, particularly in the context of smart cities, sharing economy and disruptive innovation (e.g., car sharing and driverless cars). He is the co-founder of the CCIS-CE Symposium. He has published in the Journal of the Academy of Marketing Science, the Journal of Service Theory and Practice, the Journal of Marketing Management, and the Journal of Product & Brand Management, among others. He serves on the editorial boards of the Journal of Service Theory and Practice, and the Service Industries Journal. He is also a board member of the AMA SERVSIG and serves the role as the Regional Officer (Australia).


Alison Dean PhD is Emeritus Professor of Service Marketing and Management, University of Newcastle, Australia. Previously, Alison was employed at Monash University, having entered the tertiary sector from the electricity industry. She has held many leadership and management roles, including Dean of Business, and Head of Newcastle Business School. Alison’s research interests include service logic, value, the co-creation experience, transformative service and service inclusion. Her studies have been published in a wide variety of journals that include, amongst others, the Journal of Service Research, Marketing Theory, Journal of Business Research, Journal of Service Theory & Practice, Journal of Service Management, Journal of Services Marketing, Journal of Retailing & Consumer Services, and Services Marketing Quarterly.


Mathew Chylinski is a Senior Lecturer in Marketing at the UNSW Business School, University of New South Wales (UNSW), Australia. His research focuses on modelling customer decision processes, and applications of emerging technologies in consumer markets. He has published in leading academic journals such as Marketing Science, Journal of Academy of Marketing Science, Journal of Retailing. Together with Professor Ko de Ruyter (City University London) and Professor Ashish Sinha (University of Technology Sydney) he is the lead investigator on an Australia Research Council research grant investigating the role of Augmented Reality (AR) technologies in retail environments. In his former role as the Director of the behavioural research laboratory (the BizLab) he was instrumental in launching a world first dedicated facility for studying customer behaviour in contexts of AR technology. As technology rapidly develops, understanding its implications for customers as well as marketing through the new mediums it offers becomes increasing relevant due to the challenges it poses to existing business models and practices. Mathew Chylinski’s research is able to articulate those challenges and offer clear guidance to practitioners in how to overcome and profit from such emerging challenges.


Dr. Sarah Dodds is a lecturer in marketing at Massey University, Auckland whose research focuses on exploring customer service experiences and customer value co-creation using interdisciplinary approaches and innovative multi-method qualitative techniques, such as visual elicitation. To date her research has focused on consumer experiences of healthcare services. She completed her PhD in March 2016 on ‘Consumer value and value co-creation in Complementary and Alternative Medicine (CAM) healthcare services’ and was awarded the ‘Dean’s List’ for this work. She has published some of her PhD findings in the Australasian Marketing Journal and in the proceedings at ANZMAC. Recently she presented at the Association for Consumer Research Conference (ACR) in San Diego. Sarah has a paper due for publication with the Social Responsibility Journal and has work under review with the Journal of Service Theory and Practice. As an emerging researcher Sarah is beginning to forge a research career in TCR (Transformative Consumer Research) and TSR (Transformative Service Research). She is part of an ANZMAC Service Research Group and has recently secured funding for a project looking at nurse practitioners’ perspectives on patient wellbeing and value co-creation. Sarah is also extending her PhD research to explore ‘CAM practitioners’ perspectives on consumer experiences of CAM and value co-creation’, and is part of a research group exploring older people’s experiences of technology and on-line shopping.


Ben Ellway is currently an assistant professor in management at the University of Canberra and a visiting fellow at Nottingham Business School, Nottingham Trent University . His research focuses on practice theoretical accounts of service and service systems, including the identification of logics of practice and processes of transformation. His work is published in Journal of Service Management, Marketing Theory, Information Systems Journal, International Journal of Operations and Production Management, Journal of Service Theory and Practice, and New Technology, Work and Employment. He is the creator of the research design canvas and


Ashish S. Galande is a doctoral candidate at the Indian School of Business and Deakin University in the Marketing Department under a collaborative research arrangement. He has over 10 years of experience in marketing, new business development, and general management across different sectors including hi-tech products, consumer durables, pharmaceuticals, financial services, and mobile and electronic payment services. He has also been a visiting scholar at INSEAD for six months.

Ashish has done his MBA at the Rutgers Business School, NJ, USA where he was involved with a clean energy start-up and helped them raise over $1.5 million in funding from various grants and angel investors. He had used a mix of communication strategies including rebranding and redesigning the product offerings, but was often left intrigued about the value added by the vocabulary and language used to describe a business or a product. The value added by all such communications originating from or are about a firm are central to his research.


Professor Siegfried Gudergan is a Chaired Professor of Strategy within the Newcastle Business School, Australia, and a Professorial Fellow in Strategy at the Waikato Management School, New Zealand. Previously, he has been a Professor of Marketing and Head of the School of Marketing at UTS. His research falls into three areas: business strategy & strategic management; services & customer decision making; and partial least squares structural equation modelling (PLS-SEM); with current research that that concerns customer engagement, co-creation and ensuing micro-foundations such as organizational routines. His research has been published in journals such as the International Journal of Research in Marketing and the Journal of the Academy of Marketing Science.


Dr. Yu-Chen Hung is a lecturer in Marketing in the School of Business at Singapore University of Social Sciences. Prior to joining SUSS, she was a faculty member in the University of Newcastle, Australia. She has been teaching in executive programs, MBA programs and  undergraduate programs in the areas of integrated marketing communications, global marketing strategy, and business to business marketing. Her research interests include consumer behavior, innovation adoption, and experiential marketing. Her research has been published in the International Journal of Research in Marketing, the Journal of Business Research, the Journal of Marketing Management and the Australasian Journal of Marketing.


Dr Janet Davey, School of Marketing & International Business, Victoria University of Wellington, New Zealand.

My academic and professional background is in social well-being and health which underpins my teaching and research in Marketing. I am a Life Member of the New Zealand Psychological Society, indicating my continued work in psychology and psychology-related disciplines for a period of 30 years or more.

My research is focused on healthcare marketing and the application of service-dominant logic to understanding and managing value creating assets. My healthcare marketing research, initially focused on the ageing population, is extending to other healthcare service contexts, including direct-to-consumer advertising, vulnerable consumers, and maternity healthcare consumers. A specific research focus has been to integrate health literacy and role readiness as micro-foundations of value enhancement/diminution in healthcare services. I am interested in developing this research into other service contexts to contribute to understanding the experiential and relational implications for value co-creation. My second research stream focusses on the understanding and management of value-creating assets, specifically in the tourism and hospitality sector. This research combines service-dominant logic with intellectual capital disclosures in the hotel sector and has resulted in a measurement metric for service-dominant logic in the hotel industry.

My research has been published in Journal of Services Marketing, Health Marketing Quarterly, European Sport Management Quarterly, Tourism Management and International Journal of Contemporary Hospitality Management.


Dr. Mariano (Pitòsh) Heyden (b. Curaçao, 1984) is Associate Professor of Strategy & International Business in the Department of Management at the Monash Business School (Melbourne, Australia). He obtained his PhD from the Rotterdam School of Management, Erasmus University (Rotterdam, The Netherlands) in 2012. His research interests are at the intersection of strategic leadership (focusing on decision-makers across the hierarchy), corporate governance (focusing on external governance, boards of directors, and corporate social responsibility), and organizational adaptation (focusing on renewal/change, innovation, and corporate entrepreneurship). His peer-reviewed work appears in international outlets such as Journal of Management (A*), Organization Studies (A*), Journal of Management Studies (A*), Human Resource Management (A*), Long Range Planning (A), Global Strategy Journal (A), International Journal of Human Resource Management (A), as well as several book chapters in edited volumes published by Palgrave Macmillan and Springer. His research-informed perspectives on topical issues of general interest can be found in media outlets such as The Conversation. Pitòsh was recently awarded the prestigious Discovery Early Career Research Award (DECRA) by the Australian Research Council ($AU 379,000) for a three year project commencing in 2017.


Associate Professor Raechel Johns is the Head of the School of Management at the University of Canberra and has a wide range of research interests. In particular, Raechel has interests in technology-based self-service and social media, as well as service management for community wellbeing. Raechel draws on Transformative Service Research, Co-creation and Relationship Marketing. Raechel has a particular interest in supporting vulnerable consumers and community change. Prior to her academic career, Raechel was a marketing manager in the IT and internet industries and prior to that in retail marketing. She utilizes her IT knowledge and interest in her research.


Michael Kleinaltenkamp is a Professor of Business and Services Marketing at the Marketing Department of Freie Universität Berlin (Germany) and the director of the “Executive Master of Business Marketing” program since 1992. In November 2013 he was awarded an honorary doctorate of the University of Rostock (Germany).

His research focusses on business-to-business and services marketing, relationship marketing and marketing theory. He published in leading marketing journals like Journal of Marketing, Industrial Marketing Management, Journal of Business Research, Marketing Theory, Journal of Business and Industrial Marketing, Journal of Service Management and Journal of Service Theory and Practice. Furthermore, Michael Kleinaltenkamp is the co-editor of the textbook series “Mastering Business Markets” at Springer to which he contributed several book chapters.

Since 2004 Prof Kleinaltenkamp serves as a permanent Visiting Professor of the European School of Management and Technology (esmt), Berlin (Germany), and since 2012 as a Recognised Teacher at Cranfield University School of Management (UK). He has also been a Visiting Scholar at the School of Marketing of the University of New South Wales, Sydney (Australia), from October 2007 to January 2008 and from January to February 2016, at the Graduate School of Business and Law, RMIT University, Melbourne (Australia), in March 2016 and at UWA Business School, University of Western Australia, Perth (Australia) in April 2016.


Chiehyeon Lim is an assistant professor in the School of Management Engineering at UNIST (Ulsan National Institute of Science and Technology). He obtained his B.S. (2009) and Ph.D. (2014) from the Department of Industrial and Management Engineering at POSTECH (Pohang University of Science and Technology) (Advisor: Prof. Kwang-Jae Kim). As part of his postdoctoral experience, he served as an assistant project scientist and lecturer in the School of Engineering at the University of California, Merced (Advisor: Prof. Paul Maglio). His research interests include smart service systems, service operations management, and general data analytics and decision science. He has published papers in journals on industrial engineering and service management, such as Journal of Intelligent Manufacturing, Journal of Cleaner Production, Service Science, Journal of Service Theory and Practice, and Service Business.


Professor Byron Keating is Director/Head of the Research School of Management at the Australian National University. He is also Director of the Service Innovation Lab, a service-focused management and research consultancy based in Canberra. Byron has a strong focus on industry engagement. He was Vice President of the Service Science Society of Australia (2010-15) and is on the International Advisory Board for the Service Education and Research Initiative (2009+). Byron was also the sole academic representative on the Australian Government's Services Leaders Group (2013-14). His research interests are concerned with the role of emerging technologies in supporting the design and delivery of complex services. This interest began with his PhD research which examined the impact of the Internet on service delivery and consumption, and continues today in the areas of social media, location-based services, and big data. This research has been acknowledged by numerous awards including two international dissertation awards, an Endeavour Fellowship to work with the National University of Singapore examining the impact of ethics within service supply chains, and most recently, an ARC Linkage Industry Fellowship to further his work on service experience within Australian cultural institutions. The details of his latest ARC grant projects are included as follows:

ARC Discovery Project: A theory of communicative practices within financial internet discussion site communities

This project aims to use online financial investment communities to identify factors that drive communication and influence knowledge co-creation, examine how systematic variations in these factors influence investor decision making, and develop a mid-range theory for explaining and predicting the influence of online communication patterns on individual decisions and market outcomes. By developing and validating a new mid-range theory, initially in the financial investment context, this project will provide significant benefits, such as help to secure Australia’s place in a changing world through improved information flow.

ARC Linkage Project: Preventing railway suicide: An open-systems perspective

This project aims to develop an automated suicide risk detection system to reduce the incidence and impact of railway suicide, which has a devastating effect on victims’ families, station staff, train drivers, emergency workers, and bystanders. This project will use open-systems theory to develop two complementary information systems for more effective detection and reporting of suicide risk; use these systems to investigate how different situational factors interact with different combinations of service interventions to influence suicide risk; and share the findings to reduce railway suicide in Australia and overseas.


Anton Kriz is an Associate Professor at ANU who specialises in innovation management and strategic marketing with particular emphasis on applied research related to direct interventions for changing real outcomes. Techniques used include action research and/or learning to alter complex adaptive and triple helix systems. Anton also has extensive expertise in international marketing/business with a unique understanding of markets like China and Germany.

Anton is sought after by industry and government for his strategic input and has published with authors like Evert Gummesson and in a range of journals in the marketing and innovation space. Anton now runs special sprint sessions globally (International Society for Professional Innovation Management) to resolve regional wicked problems. His most recent publications include R&D Management and the Australian Journal of Public Administration.


Dr Jörg Finsterwalder is Associate Professor of Marketing in the Department of Management, Marketing and Entrepreneurship, School of Business, University of Canterbury, New Zealand. His interests in service research include: co-creation of services, customer-to-customer interaction, group services and consumer tribes, value networks and service ecosystems, service consumer behaviour, customer experience, disasters and services. He is also interested in the creative and airline industries. His work has been published in international journals, such as the Journal of Business Research, Journal of Retailing and Consumer Services, Journal of Services Marketing, Journal of Service Theory and Practice, Service Industries Journal, Journal of Marketing Management and Journal of Strategic Marketing.


I am an Assistant Professor at Umeå School of Business and Economics, Umeå University in Sweden. I defended my doctoral dissertation "Where to shop?: understanding consumers' choices of grocery stores" in june 2016. I teach in the fields of marketing, retail and consumer behaviour. Since august 2016 I am the program director our degree program in retail and logistics as well as our degree program in service management. Currently, I also have a post-doctoral scholarship from the Swedish Retail and Wholesale Council to do research regarding how consumer purchasing behavior is affected by digital interactions such as gamification. My research interest is on digital interaction, co-creation, gamification, servicescape, digital service-space, service design, services marketing, service dominant logic.


Judith Herbst teaches ‘Managing Sustainable Change’ and ‘Intercultural Communication and Negotiation’ in the School of Management at QUT Business School. Her research interests are aligned with how organisations integrate change using systems to co-create value with stakeholders along the value chain. Recently, she published about how marketing and social marketing strategies are deployed by social enterprises to attain missions and advance community wellbeing. Previously, she completed projects for the Australian Centre for Nonprofit and Philanthropy Studies and Green Cross Australia.


Maximilian Huber is a Research Associate of Marketing at Freie Universität Berlin. He studied his BSc in Economics and his MSc in Business (Behavioural Science) at London Met Business School as well as Warwick Business School and shortly worked at Cedar Management Consulting in Dubai. Currently he is employed at the “Executive Master of Business Marketing” program at Freie Universität Berlin. His PhD topic is grounded on value cocreation and scrutinizes the Usage Centre. Specifically how interactions of organizational users out of the perception of focal actors take place to gain a deeper knowledge of multi-actor usage processes and value in use in that context. In order to bring a new perspective to the analyses of organizational work behavior.


Gauri Laud is a Lecturer in the Tasmanian School of Business and Economics at the University of Tasmania. Her research interest lies in consumer and collective well-being, value co-creation processes and customer creativity and innovation. Prior to academia, Gauri has worked as a marketing practitioner in hospitality, pharmaceutical and consulting industries. Gauri has published in Marketing Theory, Journal of Service Theory and Practice and Advances in Consumer Research.


Dr Ingrid O’Brien is a Lecturer at Murdoch University in the Marketing discipline. She completed her PhD in 2015 at the University of Western Australia investigating preference and engagement on loyalty within an organisation-led social advocacy program.  Her research interests are in the areas of social marketing, engagement, co-creation and CSR. She has published in the Journal of Services Marketing, Journal of Service Theory and Practice, and recently contributed a book chapter in the field of Responsible Citizenship, CSR and Sustainability. Ingrid also has her own marketing strategy consultancy, with a special interest in working with not-for-profit organisations.


Robyn Ouschan is a Senior Lecturer at Curtin University’s School of Marketing in Perth Australia. Her main teaching areas are Services Marketing and Sustainable Marketing. Her HDR supervision centers on customer engagement in online brand communities. Robyn has obtained several competitive research grants including the Australian Research Council (ARC) Discovery Grant. Her work has been published in the European Journal of Marketing, Journal of Service Theory and Practice, Journal of Services Marketing, Addiction, Accident Analysis and Prevention, Journal of the Australasian College of Road Safety, Journal of Public Affairs, Australasian Journal of Marketing and the Health Promotion Journal of Australia. Her research interests include services marketing, consumer empowerment, social marketing, consumer engagement and customer value co-creation. Her quantitative customer engagement and value-co-creation research focuses on customer co-creation of societal value and applying choice modeling to investigate the impact of customer engagement in CSR programs on customer loyalty. Her qualitative research uses story telling and visual analysis to understand how customers co-create brand meaning.


Joy Parkinson is a Lecturer for Social Marketing @ Griffith with expertise in individual and household consumer behaviour. She has presented her work both nationally and internationally and has published in a variety of academic marketing and health journals including European Journal of Marketing, Journal of Business Research, Journal of Services Marketing and Journal of Social Marketing. Her research focuses on understanding the basis and effects of risk behaviours for consumers and the interventions to change them; primarily focusing on wellness and healthy behaviours. More recently Joy has focused on the co-creation of value in online health and wellbeing support groups to understand the customer experience. Her research aims to promote healthy behaviour change in consumers with and without chronic disease.


I am an Associate Professor of Marketing at the Lazaridis School of Business at Wilfrid Laurier University. My main area of research is service and relationship marketing. I also teach a PhD seminar on the same topic in addition to my MBA and BBA teaching in services marketing management. Since 2009, I have also been the co-editor of the Journal of Service Theory and Practice (formerly titled, Managing Service Quality). My research has been published in the Journal of Service Mangement/International Journal of Service Industry Management, European Journal of Marketing, Journal of Business Research, Journal of Service Theory and Practice/ Managing Service Quality, Marketing Theory, International Journal of Operations and Production Management, and the Journal of Targeting Measurement and Analysis for Marketing. I also sit on the Editorial Boards of the Journal of Business Research, Journal of Service Management, and Service Industries Journal. I have numerous ongoing research projects with colleagues from Canada, US, UK, Europe, Australia, and New Zealand. Some of my ongoing research projects include value destruction in service interactions, wellbeing of service customers, post service sharing of information, online review trends, and conceptualizing relationship marketing constructs.


Thomas Robbert is a postdoctoral research associate at the department of marketing at the University of Kaiserslautern (Germany). His research mainly addresses pricing and customer participation issues in retailing and service contexts. Dr Robbert holds a diploma degree in engineering and management and a doctoral degree in business studies from the University of Kaiserslautern. He visited the Haskayne School of Business in Calgary (Canada) and the Monash University in Melbourne (Australia). His research has been published in several academic journals such as Business Research, Journal of Service Theory and Practice and the Journal of Product and Brand Management.


Sascha Raithel is Professor of Marketing and head of the Doctoral Program in Business Research at the School of Business & Economics, Freie Universität Berlin in Germany. His research examines market-based assets such as brand equity and corporate reputation. In particular, he is interested in research questions concerning the creation, monetary evaluation, and vulnerability of market-based assets. He frequently utilizes advanced quantitative modeling techniques in his research projects and has organized advanced empirical method courses at major business schools. His research has been published in leading marketing and management journals such as Journal of Marketing Research, Journal of the Academy of Marketing Science, Strategic Management Journal, Journal of Business Research, Business & Society, and Harvard Business Review. He has also served as a reviewer for over a dozen academic journals.


Stefan Roth is Professor of Marketing at the University of Kaiserslautern, Germany. Stefan has published research on topics in services marketing, pricing and negotiation management, supply chains and distribution channels in a number of academic journals. Among others, his articles have been published in Journals such as Journal of Service Research, Marketing Theory, Australasian Marketing Journal, Marketing Journal of Research and Management, and Journal of Product and Brand Management. His current research focuses on issues in pricing and negotiation management as well as usage processes, actor engagement and value co-creation. In addition, Stefan runs a behavioural research laboratory at the University of Kaiserslautern.


Sanjit Kumar Roy is Senior Lecturer in Marketing at University of Western Australia, Australia. He was awarded UWA’s Vice-Chancellor's Early Career Investigators Award 2015. His research interests include Services Marketing, Transformative Service Research, Marketing in Emerging Economies and Consumer-Brand Relationships. He has published in journals including Journal of Business Research, European Journal of Marketing, Journal of Marketing Management, Technology Forecasting and Social Change, Internet Research, Studies in Higher Education, Journal of Services Marketing, Journal of Service Theory & Practice, Journal of Brand Management, and Computers in Human Behaviour among others. He has Guest Edited a special issue on India for International Journal of Bank Marketing. He also co-edited Marketing Cases for Emerging Markets; Services Marketing Cases in Emerging Markets – An Asian Perspective; and Strategic Marketing Cases in Emerging Markets. He was Visiting Research Fellow at Middlesex University, UK and Visiting Research Scholar at Bentley University, USA.


Rebekah Russell-Bennett’s research lies at the nexus of the social marketing (behaviour change) and services marketing domains where she uses service design techniques to create tailored solutions for social problems such as electricity use, educational disadvantage, condom-use, domestic-violence,  alcohol use and overconsumption of resources. She is a global leader in shaping the debate and impact of social marketing as a behaviour change approach.  Her submissions to the Queensland parliament in 2015 and 2016 on behaviour change approaches has assisted in shaping policy within the Department of Health. Rebekah has published more than 250 peer reviewed articles (61 journal articles) and is the co-editor of the Journal of Services Marketing. Rebekah is the program leader of the Services Thinking for Social Problems research group at Queensland University of Technology (see and has undertaken Category 1, 2 and 3 funded research in excess of $8.5m. Service design projects include:

  • Reduce Your Juice: The use of digital social marketing to assist low income renters in reducing electricity in the home.
  • Household personas for electricity use and tariff reform
  • Personas and co-created solutions for increasing participation in the tertiary education sector
  • Co-creating a dating app for teenage boys: creating respectful relationships


Prakash is a Doctoral Candidate in the Marketing Department at the Indian School of Business (ISB) and Deakin University under a collaborative research arrangement. His dissertation is in Customer Experience and Engagement. His research projects focus on the emerging markets context, especially low income consumers and the channels that reach them. He, with his co-authors, has received multiple research grants amounting to over US$ 23,000, including a US$ 9,400 grant from the Marketing Science Institute. Prakash holds two Master’s degrees, one from ISB and the other from the Grenoble Graduate School of Business (GGSB), France. He has received the prestigious Blaise Pascal scholarship of € 9,100 from the Government of France for his studies at the GGSB. He was also the recipient of the Citi Scholarship of US$ 12,500 at ISB during his MBA. Prakash has over a dozen years of corporate and not for profit experience, with the last stint being at Unilever. His work has spanned Sales, Marketing, General Administration, Accounting and Audit functions. He has also numerous teaching stints, including workshops and sessions for middle level corporate executives. Prakash will be joining the Marketing Department at the Indian Institute of Management, Udaipur in the next academic year.


Jakob Trischler, PhD, is a postdoctoral research fellow at the CTF Service Research Center, Karlstads Universitet, Sweden. He is also involved in various projects at Griffith University, Southern Cross University, and the Management Center Innsbruck. His research focus is on studying service design and the consequences of user involvement through co-design. Additional research interests include the public sector and investigating public policy from a service systems lens. His publications appear in journals, such as Journal of Service Research, Journal of Service Theory and Practice, Journal of Services Marketing, Transport Policy, and Public Management Review.


Marianna Sigala is Professor at the University of South Australia and Director of the Centre for Tourism & Leisure Management. Prior to her current position she has been an academic staff at the Universities of Strathclyde and Westminster in the UK, and the University of the Aegean (Greece). She also has professional hospitality industry experience. Her interests include service management, Information and Communication Technologies (ICT) in tourism and hospitality, and e-learning. She has published six books and her work has also been published in several academic journals, books and international conferences. She is currently the editor of the Journal of Hospitality & Tourism Cases, co-editor of the Journal of Service Theory & Practice and the editor-in-chief of the Journal of Hospitality & Tourism Management. She is a past President of EuroCHRIE and a past member of the executive board of CHRIE. She currently serves at the executive boards of IFITT and CAUTHE.  In 2016, she has been awarded the prestigious EuroCHRIE Presidents’ Award for her lifetime contributions and achievements to tourism and hospitality education.


Jill Sweeney is a Winthrop Professor in Marketing at the University of Western Australia. Her academic research focuses on services marketing as well as brand equity, relationship marketing, customer value co-creation and co-destruction. She has a particular interest in word of mouth behaviour, including in the area of conservation, health and safety. She has been a Chief Investigator on several Australian Research Council Linkage grants, recent examples include a study on sustainable energy use and a study of the value of financial planners. She has published widely including in the Journal of Retailing, Psychology and Marketing and the Journal of Service Research.


Nadia's research is situated within the broader field of social change, guided by social marketing and services marketing thinking. She is a specialist in the area of value and researches value creation and destruction. Nadia has a special interest in individual, community, and social wellbeing and health, and uses mixed methods (both qualitative and quantitative approaches) in her research. She has experience working in collaborative research teams with industry partners such as the Australian Red Cross Blood Service, Queensland Health, and BreastScreen Australia.