SPEAKERS.
J. Kandampully
is an internationally recognized leader in the field of service management. He serves as the editor-in-chief of the Journal of Service Management. Jay is professor of service management and hospitality at The Ohio State University, USA. He also serves as visiting professor at University of Innsbruck, ...
V. Kumar
is the Regents Professor, Lenny Distinguished Chair Professor of Marketing; executive director, Center for Excellence in Brand & Customer Management; director, Ph.D. program in Marketing at the J. Mack Robinson College of Business, Georgia State University; and current editor-in-chief of the Journal of Marketing. He has been recognized with seven lifetime achievement awards ...
​A. Gustafsson
is a professor of business administration in the Service Research Center at Karlstadt University, Sweden. He also serves as associate editor for the Journel of Service Research. He is doing research on issues like; customer orientation, customer satisfaction and loyalty, new service development, service infusion in manufacturing, ...
M. Kleijnen
is Associate Professor of Marketing at VU University of Amsterdam, The Netherlands. Her PhD thesis focused on consumer evalutions of mobile service innovations. Her current research interests include adoption versus resistance toward innovation, interactive media, consumer-to-consumer versus consumer-to-company interactions, ...
​L. Aksoy
is Full Professor of Marketing at Fordham Business School (USA - New York). Her research interests include customer satisfaction and its relationship to customer loyalty and firm performance, customer relationship management and managing customers as assets. She is co-auhtor and/or editor of four books in addition to numerous articles ...
​C. Ranaweera
is Associate Professor of Marketing at the Wilfrid Laurier University School of Business. He was the Chair of the Marketing Department at the Laurier Business School for the last 6 years. Dr. Ranaweera has also been the co-Editor of the journal Managing Service Quality since 2010 ...
​M. Sigala
is an Associate Professor of "Service Management in Tourism" at the University of the Aegean. Before joining the University of the Aegean, she had been lecturing at the Universities of Strathclyde, Westminster and Surrey in the UK. She has professional experience from the hospitality industry in Greece, ...
​J. Schepers
is assistant professor of innovation marketing at the Innovation, Entrepreneurship & Marketing (ITEM) group at Eindhoven of Technology in the Netherlands. This research interests center on managing the after-sales service delivery process by means of frontline service employees and channel partners, ...
​T. Keiningham
is Global Chief Strategy Officer and EVP Ipsos Loyalty USA. He is author and/or editor of eight books, his most recent being Why Loyalty Matters. He has received best paper awards from the Journal of Marketing (twice), the Journal of Service Research, and Managing Service Quality (twice), and has received the Citations ...
Y. Van Vaerenbergh
is Assistant Professor of Marketing at the KU Leuven (University of Leuven), Belgium. He is also affialiated to the Center for Service Intelligence, Ghent University. His research interests include service failure, service recovery, and meta-analysis. His work has appeared in Journal of Service Research, ...
