Participants

Dr Teagan Altschwager

Dr Teagan Altschwager is a Research Consultant at the Australian Consumer, Retail, and Services (ACRS) Research Unit, within the Department of Marketing of the Monash Business School. Teagan graduated from a PhD in Business (Marketing) from the University of Adelaide. Teagan's research focuses on customer engagement and branded marketing event experiences, within the context of Australian and French wine industries. She has presented research across Australia, New Zealand, France and Canada. Teagan's research interests include customer engagement, co-creation, customer experience, branded marketing events, service design, wine marketing and retail. She has a strong interest in quantitative research and behavioural research methods, particularly eye-tracking and face-reading.

Professor Liliana Bove

Dr Liliana Bove is a Professor in Marketing at The University of Melbourne and is currently Deputy Head of the Department of Management and Marketing. Specialising in Service Marketing she has published in journals such as: International Journal of Research in Marketing, Journal of Service Research, Journal of Retailing, Social Science & Medicine, Journal of Business Research, Industrial Marketing Management, European Journal of Marketing and Transfusion Medicine Reviews. Liliana has received ten research related awards for her work including the Mollie Holman Medal for best doctoral dissertation in the Faculty of Business and Economics at Monash University in 2002, the Australian and New Zealand Marketing Academy (ANZMAC) Emerging Researcher Award in 2006, and in 2013 the American Marketing Association SERVSIG Best Article Award. Liliana is also recognised for her teaching receiving the Dean's Certificate for Excellent Undergraduate and/or Postgraduate Teaching in most years that she has taught.

Dr Jana Bowden

Jana L. H. Bowden is a Senior Lecturer in Marketing, Faculty of Business & Economics, Macquarie University, Sydney. Her research interests are focused in the area of services marketing where she investigates customer engagement, disengagement and negative engagement. Her particular interests within engagement focus on; the nature and hallmarks of engagement, the triggers and drivers for the development and decline of engagement, the context specificity of engagement and the interrelationships between various valences of engagement within the commercial for-profit and not for profit/public services sector (online and offline). Jana has published in a range of journals such as the Journal of Marketing Theory & Practice, Journal of Marketing Management, Marketing Intelligence and Planning, Asia Pacific Journal of Marketing & Logistics, and the Journal of Hospitality Marketing & Management. Jana presently convenes and teaches Services Marketing, Consumer Behaviour and Marketing Fundamentals at Macquarie University. In 2011 Jana was awarded one of ten Citations for Outstanding Contributions to Student Learning within the early career teacher category (conferred by the Australian Learning and Teaching Council Government division, OLT).

Dr Christoph Breidbach

Dr Christoph Breidbach is a Lecturer at the University of Melbourne, Department of Computing and Information Systems. Prior to joining the University of Melbourne, Dr Breidbach was a Postdoctoral Scientist at the University of California, Merced, and held visiting positions at the Indian School of Business and IBM's Almaden Research Center. His research addresses the fundamental question of how ICTs transform service systems, and has won multiple awards, including Best Paper of the Year by the INFORMS Service Science section. Dr Breidbach's publications appeared in the Journal of Service Research, 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 and the Journal of Service Theory and Practice, and holds leadership positions at ISSIP, the International Society of Service Innovation Professionals, as well as the SIG Services at the Association for Information Systems.

Professor Roderick Brodie

Roderick J. Brodie is Professor in the Department of Marketing at the University of Auckland, New Zealand.  His 190 plus research publications include journal articles many of which have appeared in the leading international journals in marketing. He is in the top 1% of marketing academics worldwide based on citations. He is an associate editor for Marketing Theory and the Journal of Service Research and has served on the Editorial Boards including the Journal of Marketing, the International Journal of Research in Marketing, the Journal of Academy of Marketing Science , and the Australasian Marketing Journal. He has been active in the development of Marketing Education in Australasia and internationally and 1998 was the founding president of the Australia New Zealand Marketing Academy (ANZMAC), in 2002 was presented with the ANZMAC Distinguished Researcher and in 2004 he was made one of the founding Fellows. In 2011 he was elected as the 1st Southern hemisphere Fellow for the European Marketing Academy (EMAC). In 2004 and 2014 he has been recognized with the University of Auckland's Business School's Research Excellence Awards.  He has held visiting professorships at a number of leading US and European Business Schools.

Dr Tom Chen

Tom Chen is a lecturer in marketing at the Newcastle Business School at the University of Newcastle, Australia. He holds a PhD from Queensland University of Technology, Australia. His PhD was conferred by the QUT in 2011. Tom's research interests span marketing theory and marketing strategy, and include co-creation and engagement with current projects examining customer initiated value creation and non-paying customer behavior. His research also focuses on individual and collective psychological ownership in contexts of sharing economy and collective consumption, crowdsourcing and service ecosystems. He also actively engages with the service marketing community. He initiated and co-chaired the inaugural co-creation in service symposium in May 2013, with Prof. Christian Grönroos as the symposium facilitator, with the aim of encouraging cross-institutional collaborations in advancing co-creation research. He also initiated the Faculty of Business and Law's DIVA dinner, the Business School's premier industry engagement forum. He has published in the Journal of Marketing Management, Journal of Product & Brand Management, among others.

Dr Mathew Chylminski

Dr. Mathew Chylinski is a Senior Lecturer in the School of Marketing at the University of New South Wales (UNSW), where he has been a faculty member since 2007. He is a key founder and a former director of the BizLab, a state of the art behavioural research laboratory at the UNSW Business School. Mathew completed his PhD at the Australian Graduate School of Management, and his undergraduate studies (Bachelor of Commerce with Honours in Economics) was at the University of New South Wales. His research interests are varied but ultimately tied to consumer decision making, ranging from purely behavioural research to modeling consumer learning processes. In recent years, he has focused on the application of emerging technologies such as Augmented Reality, on consumer decisions in retail environments. Mathew has innovated teaching practice at the UNSW, and is a recipient of a teaching innovation award specifically focused on co-creation and engagement in large university courses. This focus has sparked his interest in the broader issues of customer engagement and co-creation.

Dr Jodie Conduit

Jodie Conduit is a Senior Lecturer and HDR Program Director at the University of Adelaide. Her research agenda lies in understanding interactions between actors in a service system. Specifically, she is interested in how organisations engage actors and strategically manage internal mechanisms such as market intelligence and organisational capabilities to facilitate interaction and value creation. As such, her research interests include customer engagement, value co-creation, marketing strategy, service design and innovation, organisational capabilities and market orientation. Jodie draws from nearly 10 years of industry experience as a research consultant specialising in service-based industries and market research manager for a major Australian financial services organisation to inform her research. She has been published in the Journal of Business Research, Journal of Marketing Management, Journal of Strategic Marketing, International Business Review, and Journal of Business Ethics among others. Jodie's extensive teaching experience has also been recognised with an Executive Dean Award for Excellence in Teaching.

Professor Alison Dean

Dr Alison M Dean is Professor of Service Marketing and Management, University of Newcastle, Australia. Over the past eight years she has held the roles of Dean of Business and Head of Newcastle Business School, Assistant Dean (Research Training) and Assistant Dean (Teaching & Learning) in the Faculty of Business & Law, University of Newcastle. Alison has achieved four teaching awards, including the Monash University Vice Chancellor's Award for Distinguished Teaching (1998); and the University of Newcastle Vice Chancellor's Faculty Award for Supervision Excellence (2009). Alison has supervised to completion, more than 20 PhD, Masters and Honours students' dissertations. Alison's main research interests include service logic, value, the co-creation experience, consumer participation and customer loyalty. Her studies have been published in a variety of journals including the Journal of Service Research, Journal of Business Research, Managing Service Quality, Journal of Services Marketing, Journal of Service Management, Journal of Retailing & Consumer Services, International Journal of Service Industry Management and Services Marketing Quarterly. Additionally, she has served as a guest editor of Managing Service Quality.

Professor Judy Drennan

Judy Drennan is Professor of Marketing in the QUT Business School who specializes in Social Marketing and Transformative Services research. She has a particular interest and experience in the impact of technological interventions on youth wellbeing, winning both an ARC Linkage grant and an ARC Discovery grant for interdisciplinary studies in this area.  Judy has published over one hundred refereed academic papers, and has a strong record in industry related research. Her publications appear in top level journals such as the European Journal of Marketing, Journal of Marketing Management, Journal of Advertising Research, Journal of Business Research and Journal of Macromarketing. She also holds a position as a Director on the Board of the International Social Marketing Association.  

Julia Fehrer

Julia Fehrer is PhD student at the University of Bayreuth (Department of Services Management) and Research Fellow at the Centre of Digital Enterprise (CODE) at the University of Auckland. Her research interest is driven by customer engagement, online/social media, service research and marketing theory. For the past 11 years she has worked for Allianz Insurances in Germany and for GENERALI Insurances in Switzerland. Her last position was Head of Strategic Marketing and CRM with the responsibilities of online and offline CRM campaigns, CRM analytics, market research, marketing strategies, innovation management, marketing performance measurement, search engine marketing, and CRM requirements management.

Cassandra France

Cassandra France researches in branding at Griffith University, where she also teaches in branding, advertising and marketing. She has a particular interest in brand interactivity, engagement and co-creation. Her current research has a quantitative focus, exploring customer-brand engagement and co-creation. Her work appears in Marketing Intelligence & Planning. She brings recent branding industry experience to her research and is interested in both theoretical development and its practical application. 

Dr Linda Hollebeek

Dr Linda D. Hollebeek is a Senior Lecturer at the University of Auckland and an Associate Professor (Adjunct) at NHH Norwegian School of Economics. Her research interest is in the area of customer/consumer engagement and interactive consumer/brand relationships. Her work has appeared in the Journal of Service Research, Journal of Business Research, Journal of Interactive Marketing, Managing Service Quality, Marketing Theory, Journal of Strategic Marketing, and Journal of Marketing Management, among others. She is co-editor of the forthcoming Routledge title Customer Engagement: Research Issues and Challenges (with Rod Brodie and Jodie Conduit; to be published early 2016). Further, she is the acting National Co-ordinator for NZ for the European Marketing Academy, and is also an Editorial Board member of the Australasian Marketing Journal.

Dr Wade Jarvis

Wade Jarvis is Assistant Professor at the University of Western Australia. He is also Project Leader and main consultant to Taylors College/Study Group Australia for development and implementation of a new learning engagement model for their diploma of science/commerce courses. As well as learning engagement incorporating learning design and learning co-creation, Wade has also worked on social issue engagement impact on loyalty with I. O'Brien and G. Soutar and is also working on engagement impact on sponsorship situations with L. Hollebeek, J. Sweeney and G. Soutar.

A/Professor Ingo Karpen

Dr Ingo Karpen is an Associate Professor at RMIT University and specialises in Strategy, Service and Design through a marketing perspective. Specifically, his research draws on a) service and design logic to better understand and inform value co-creation strategies in service systems; b) measuring and investigating the interplay of service-driving organisational design and customer experience design; and c) managing service systems and human relations towards more engaging experience processes and better experience outcomes. Ingo has published in the Journal of Service Research, Journal of Retailing, Journal of Business Research, Marketing Theory, Journal of Strategic Marketing and International Marketing Review. Demonstrating his rigorous and innovative academic approach, Ingo has won multiple national and international research and teaching awards. These research honours include the Best Article Award by the American Marketing Association SERVSIG, Finalist for Best Paper in the Journal of Service Research, and the Outstanding Early Career Researcher Award at RMIT University, among others. Ingo's teaching has also been recognised through the national Australian Government, the Australian & New Zealand Marketing Academy and the RMIT University Vice-Chancellor's Distinguished Teaching Award, among others. Ingo is a Visiting Professor at Copenhagen Business School and a Visiting Researcher/Educator at Freie Universtät Berlin. His international collaborations with leading researchers and industry partners aim at knowledge generation and transformation for the betterment of business and society.

Professor Michael Kleinaltenkamp

Dr 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 Industrial Marketing Management, 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" to which he contributed several book chapters and he is also the founding editor of the Journal of Business Market Management.

Dr Gaurangi Laud

Dr. Gauri Laud recently completed her doctoral program at RMIT University.  Her current research interest lies in the value co-creation processes, role of networks within market ecosystems, and sustainable consumer behaviour. Gauri is currently working on research projects focusing on social embeddedness and its significance for value co-creation processes and outcomes in service systems, the tipping point of engagement – introducing co-created obsessions, and wellness consumption behaviours - the role of moral judgement. Prior to her doctoral studies, Gauri worked in the pharmaceuticals and hospitality sectors in the Asia-Pacific. She has published in Marketing Theory and presented her work at several local and international conferences.

Dr Cheryl Leo

Dr Cheryl Leo is a Senior Marketing lecturer in the School of Management and Governance, Murdoch University. She obtained her PhD from Queensland University of Technology Dr Her research interests is in services marketing and social marketing. She is known for her work in the area of service provider-customer interface and deviant behaviours. Her work deals with some difficult issues faced by organisations in the service industries.  Cheryl has published in various journals such as Journal of Business Research, Journal of Marketing Management, International Journal of Hospitality Management, and Journal of Non-Profit and Public Sector Marketing.  Cheryl's work has been recognized through several research awards. Her paper was nominated as the top 5 best papers of International Nonprofit and Social Marketing (INSM) in the 2010 conference and she received the 2012 highly commended paper award in the AMA Service Research Conference (SERVSIG). In 2012, her research team received an ARC Linkage grant. Currently, she serves as MBA Co-Chair for Murdoch University and the board of the National Australian Association of Social Marketing (AASM).

Loic (Pengtao) Li

Loic Pengtao Li is a PhD candidate in marketing department at the University of Auckland of Business School, New Zealand. His doctoral research focus is in the area of customer engagement.

Professor Vilma Luoma-Aho

Vilma Luoma-aho (@vilmaluo) is professor of organizational communication & public relations at the Department of Communication at University of Jyvaskyla, Finland and the Communication Professional of the Year (2014) in Finland. She has been a visiting researcher at Annenberg School for Communication, USC and at MediaX research center at Stanford University. She has a short practitioner background working for PR agencies and the public sector communications in Finland, and has won prizes for her innovative research and teaching. Luoma-aho's research focuses on stakeholder relations and intangible assets. For her research on engagement, she has coined the concepts of 'faith-holder', 'hateholder' and 'fakeholder' referring to extremes of relationships that stakeholders have with organizations. She is the editor in chief of the annual yearbook ProComma, and leads currently two research projects: one focusing on the transparency of new forms of advertising online (HS-Foundation), and the other focusing on negative stakeholder experiences and hateholders (Tekes). Luoma-aho teaches in two languages at JYU and serves on the board of ProCom, the Communication Professionals in Finland. She has published in journals including Business History, Corporate Reputation Review, Journal of Public Relations Research, Management Research Review, International Journal of Public Sector Management, Journal of Communication Management, Ethical Space, Public Relations Review, Journal of Communication Management and Corporate Communications, an International Journal.  She is currently working on a book on intangible assets in the public sector (Wiley), and her newest book on Transparent Communication (in Finnish) is just out in September 2015.

Professor Bill Merrilees

Bill Merrilees is Professor of Marketing in the Griffith Business School, Griffith University, Gold Coast, Queensland, Australia.  He has a Ph.D. from the University of Toronto, Canada. Bill teaches mainly in strategic marketing, MBA marketing management and a new course on Interactive Branding. Branding dominates his research profile and agenda, across many facets: internal branding; corporate rebranding; city branding; e-branding; SME branding; B2B services branding; franchise branding; retail branding; environmental branding; corporate heritage brands; global branding, customer-brand engagement and brand co-creation. Professor Merrilees has published books on Strategic Marketing and E-retailing. He has published over 100 refereed journal articles in journals such as European Journal of Marketing, Long Range Planning, Journal of Business Research, Industrial Marketing Management, Journal of Advertising Research, Journal of Relationship Marketing, International Marketing Review, Journal of Brand Management, Journal of Product & Brand Management, Journal of Strategic Marketing, Service Industries Journal, International Journal of Retail & Distribution Management, Corporate Reputation Review, Marketing Intelligence & Planning, Journal of Sustainable Tourism, Australasian Marketing Journal, Psychology & Marketing, Qualitative Market Research, Journal of Retailing and Consumer Services, and The International Review of Retail, Distribution & Consumer Research.

A/Professor Suvi Nenonen

Suvi Nenonen is Associate Professor at University of Auckland Business School. Her research interests are in markets, market shaping strategies, business model innovation and customer value based view to strategy. Prior to entering academics, she has had 10+ years of experience as a strategy consultant to major European companies in several industries such as financial services, manufacturing, healthcare, construction, utility, telecommunications, fast-moving consumer goods industries, and non-profit organisations. Her research has been published in journals such as European Journal of Marketing, British Journal of Management, Industrial Marketing Management, Marketing Theory, and Management Decision.

A/Professor Carolin Plewa

Dr Plewa is Associate Head (Research) and a Senior Lecturer in Marketing at the University of Adelaide, Australia. Her primary research interests lie in the areas of university-industry engagement, innovation, services marketing and customer engagement. Dr Plewa was appointed to the South Australian Science Council in 2015 and was awarded an inaugural Barbara Kidman Women's Fellowship in 2013 following Australian Research Council Grants in 2009 and 2011. Her research has been published in journals such as Journal of Business Ethics, Journal of Service Theory and Practice, Psychology & Marketing, Journal of Services Marketing, Marketing Theory, the Australasian Marketing Journal, R&D Management, Education & Training and others.

A/Professor Chatura Ranaweera

Chatura Ranaweera's area of research is Service and Relationship Marketing. He has strong research interests in topics such as WOM behavior; service interactions; the dark side of relationships; service failure and recovery. He teaches a PhD seminar on Service and Relationship Marketing. He is also the Co-Editor of the Journal of Service Theory and Practice. His research has appeared in a number of journals including the Journal of Business Research, European Journal of Marketing, International Journal of Service Industry Management, Journal of Service Theory and Practice/ Managing Service Quality, Marketing Theory, the International Journal of Operations and Production Management, and the Journal of Targeting Measurement and Analysis for Marketing.  He has been the recipient of a number of external research grants; from both the public (SSHRC) and private sectors (Telecom industry). He has also received numerous research excellence awards, including best paper awards at some of AMA's leading conferences. He is also the co-author of an award winning case publication.  He was the Head of the Marketing Area at Laurier School of Business from 2008 to 2014. Prior to joining Laurier, he has worked or consulted for a number of leading organizations including Accenture, British Telecom, the Ceylon Chamber of Commerce, the World Bank and the Japan Bank for International Co-operation. He has also worked for and managed an Engineering consulting firm in the construction sector. He holds a PhD from the University of Cambridge, England. He was also a Fulbright Scholar and a Cambridge Commonwealth Scholar.

Professor Marianna Sigala

Marianna Sigala is Professor at the University of South Australia. 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. Her work has been published in several academic journals, books and international conferences. She is currently the editor of the Journal of Service Theory & Practice and the Journal of Hospitality & Tourism Cases. She is a past President of EuroCHRIE and has served on the Board of Directors of I-CHRIE, IFITT and HeAIS.

Dr Sandra Smith

Sandra D. Smith is a lecturer in the Department of Marketing at the University of Auckland Business School, New Zealand. A common thread running through her research is an interest in how actors in various marketing networks use language to create meaning, particularly in relation to brands. With a background in applied linguistics, Sandra has been instrumental in pioneering the use of corpus-linguistics tools within marketing.  Additionally, her interests in relation to engagement are focused on the exploration and conceptualisation of negative engagement and she has recently co-authored a book chapter exploring negative customer brand engagement in relation to blogging.  Sandra has published in the European Journal of Marketing, Marketing Theory and the Australasian Marketing Journal and Melbourne Papers in Language Testing.    

Professor Kaj Storbacka

Kaj Storbacka is Professor, Markets and Strategy at the University of Auckland Business School's Graduate School of Management. He has previously been a Professor at the Nyenrode Business Universiteit and at Hanken School of Economics in Finland. His main research focuses on market and business model innovation, market shaping strategies and solution business transformation. Dr Storbacka has made a career out of working on the borderline between academic and applied research within marketing and strategic management. He has 30 years of background as a strategy consultant to European and global companies – in finance, media, travel, retail, utility, manufacturing and telecommunications. His academic research has been published in journals such as Journal of the Academy of Marketing Science, Industrial Marketing Management, Journal of Business & Industrial Marketing, European Journal of Marketing and Market Theory.

Professor Jillian Sweeney

Jill Sweeney is 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 most recently customer engagement. 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-in-use of financial planners. She has published widely including in the Journal of Retailing, Psychology and Marketing and the Journal of Service Research.