Service Innovation Alliance

Service Innovation Alliance: Shaping the Future of Service

The Service Innovation Alliance (SIA)  brings together experts from different disciplines within UQ Business School to address these key business challenges. We help businesses to improve productivity, train and manage their workforce, measure and manage customer experience, explore new ideas and successfully introduce new technologies.

As one of the world’s leading service innovation groups, UQ Business School’s SIA offers a ‘one stop shop’ for research and training – encouraging debate, providing insights, educating leaders and informing the future of service organisations.

Our research is internationally recognised in the following three areas of excellence:

  • Customer Experience
  • Service Workers
  • Service Innovation

Contact the Service Innovation Alliance

If you would like more information or to explore opportunities with the Service Innovation Alliance please contact:

 

Professor Janet McColl-Kennedy
Professor of Marketing
j.mccoll-kennedy@business.uq.edu.au

 

 

Dr Christoph Breidbach
(From 1 July 2019)

 

Our Experts

The Service Innovation Alliance brings together experts from various disciplines within UQ Business School to address key business challenges.

The research expertise of our service researchers has already resulted in international recognition  (Ostrom et al., 2015)

The Service Innovation Alliance (SIA) is led by internationally recognised experts Professor Janet McColl-Kennedy (Marketing) and Dr Christoph Breidbach (Business Information Systems).

Professor McColl-Kennedy is a Fellow of the Australian Marketing Institute and leads several international teams comprised of members from the University of Cambridge, Karlstad University in Sweden, Cornell and Arizona State University, USA to name just a few. Learn more about new thinking on the future of services in collaboration with Professor McColl-Kennedy’s work at Cambridge Service Alliance.

Dr Christoph Breidbach’s research interests addresses the fundamental question of how information technology transforms service ecosystems, and is positioned at the intersection of the Business Information Systems and Service Science disciplines.

Leads

Professor Janet R. McColl-Kennedy – services marketing, customer value and customer experience management, health professions and retail.

Dr Christoph Breidbach – technology transformation, service ecosystems, information systems and service science. 

Key researchers

Associate Professor Pierre Benckendorff – visitor behaviour, tourism information technologies, and tourism education and training.

Dr Henri Burgers - corporate entrepreneurship, business model innovation, collaboration capabilities, creating entrepreneurial organisations.

Dr Lilliemay (Lily) Cheung – transformative service research, service systems, value cocreation, resilience and wellbeing.

Professor Mark Dodgson - innovation in large, complex projects; the playful work of entrepreneurs; philanthropy and entrepreneurs; innovation in China; the future of the innovative university; and innovation the 18th century English pottery and textile industries.

Dr Nicole Hartley – services marketing, service technology and communication health, retail, tourism and not for profit.

Associate Professor Damian Hine – disruptive technologies, business model innovation, dynamic capabilities.

Professor Marta Indulska – process improvement and modelling, data quality, retail and government services.

Associate Professor Tim Kastelle – collaborative network structure, innovation performance and Evolution of national innovation systems.

Dr Alexandra Kriz - ambidextrous innovation, early growth of the firm, Internationalising, technology-based SMEs, human-centred design, dynamic capabilities.

Dr Kumar Rakesh Ranjan – process improvement and modelling, data quality, retail and government services.

Professor Brent W. Ritchie – risk and travel health/safety, sustainability, tourism and aviation.

Dr Carl Smith – decision support systems, system dynamics and risk modelling.

Dr Ida Asadi Someh – business analytics, big data and society, business value of IT.

Associate Professor David Solnet – service work/worker (attraction and retention, engagement, youth), service management, hospitality and tourism.

Dr Alastair Tombs – services marketing, consumer emotions, retail and service environments.

Professor Martie-Louise Verreynne – innovation and entrepreneurship, business models, service businesses and government.

Dr Gabby Walters – consumer behaviour, image and reputation management and recovery, hospitality and tourism.

Associate Professor Jay Weerawardena – services marketing, innovation and social impact, not for profit sector.

PhDs/Postdoctoral researchers

Sadegh Babakhani

Daniela Berg

Shoufeng Cao

Zhiming Deng

Sara Ekberg

Shahrzad Roohy Gohar

Maria Golubovskaya (student representative July-December 2019)

Elnaz Irannezhad

Shasha Liu

Cristyn Meath

Mahboobeh Moghaddam

Tam Nguyen

Patrick O’Callaghan

Lisette Pregelj

Tapani Rinta-Kahila

Alex Smith

Anna Stephens

Zahra Tabaei Aghdaei

Silviana Tana (from late 2019)

Maria Torres (from late 2019)

Yumeng Tong
 

Our Research

UQ Business School is a world leader in service research. With a strong team of academics actively engaged in services projects, few institutions can rival the breadth of our work.

UQ Business School’s research in service innovation is recognised internationally not only for the quality of our work, but for its practical application to businesses.  

Our research helps service organisations to improve productivity, train and manage their workforce, measure and manage customer experience, explore new ideas and successfully introduce new technologies.

The SIA aligns with The University of Queensland’s research strengths in healthy ageing, technology for tomorrow, and transforming societies. We work with a diverse scope of government and industry partners including visitor attractions, hotels, resorts and service providers worldwide.

The research theme is underpinned by three interconnected areas of focus; customer experience, service workforce and service innovation.

Customer Experience

Customer experience research looks to understand customer needs, emerging markets, experience co-creation and design. It also has an important focus on technology trends, including understanding customer responses to service robots, artificial intelligence, machine learning and addresses digital privacy issues.

SIA Leader, Professor Janet McColl-Kennedy's recent paper Gaining Customer Experience Insights That Matter explores customer experience in a business-to-business setting. Read her interview delving into the motivation and impact of this research.

Professor McColl-Kennedy also recently published an aricle titled Customer experience management is listed in the top ten priorities of CEOs around the globe in Research News Live.

Service Workers

Service workforce focuses on understanding future labour market challenges, such as future workforce skills and the impacts of automation, mobile technologies and self-service technology, productivity and emerging changes in employee-organisational relationships.

Service Innovation

Service innovation explores service model design, measurement of service outcomes and digital technologies. We help service organisations to understand and implement technology trends, including how customers respond to robots and using big data to personalise their services.

Co-Lead Professor Janet McColl-Kennedy recently presented as one of the Australian and New Zealand Marketing Academy (ANZMAC) Fellows at a Special “Fellows session” to mark the 20th birthday of the Academy, held in Adelaide. You can find her slides on Service Research – past 20 years'  and the big topics for the next 20 years HERE.

Gaining customer experience insights that matter

Published July 2019 by Professor Janet McColl-Kennedy

Customer experience (CX) management is listed in the top ten priorities of CEOs around the globe, but do firms know how to measure CX and use the data correctly to enhance the customer experience? We uncover new research and provide a 7 point plan on what matters to customers and what actions are needed by managers.

Learn more

Connecting the digital, physical and social realms of customer experience

Published July 2019 by Professor Janet McColl-Kennedy

In the near future, AI, robots and VR will be a completely normal part of the customer experience. What how will this impact business and what do service providers need to do to prepare for new digital technologies.

Learn more

The Service Innovation Alliance brings together experts from various disciplines within UQ Business School to address key business challenges.

Professor McColl-Kennedy is a Fellow of the Australian Marketing Institute and leads several international teams comprised of members from the University of Cambridge, Karlstad University in Sweden, Cornell and Arizona State University, USA to name just a few. Learn more about new thinking on the future of services in collaboration with Professor McColl-Kennedy’s work at Cambridge Service Alliance.

 

Dr Ranjan on cocreating the tourism experience – why cocreation matters for tourism


Most service managers would agree that involving customers in the firm’s processes is the key to enhance the service offering. Customer value cocreation involves multiple stakeholders integrating their resources to produce a service outcome that is greater than the sum of its parts. Recent research in the tourism industry by the Business School’s Service Innovation Alliance, Dr Kumar Rakesh Ranjan, and his colleague Dr Praveen Sugathan from the Indian Institute of Management has shown that customer value cocreation is not only important in the moment. There is an important effect of customer cocreation on the customers’ intention to participate in cocreation efforts with the firm in the future. Speaking on the outcome of their findings, published most recently in the Journal of Business Research in the article “Co-creating the tourism experience”, the authors commented that “…co-creation enhances customer experience and their revisit intentions to the service; and, tourism firms can include co-creation elements in the design of interfaces for tourism services for superior customer value”

How can firms include cocreation elements to create superior tourism experience? Sugathan and Ranjan suggest that a travel company can create two-way benefits – for itself, as well as for its consumers by allowing its consumers to co-design their own travel experiences by choosing different destinations, vacation days, type of stays, and activities. Finding innovative and new ways to engage with customers to cocreate value in the service design is a key priority for service managers. This is especially the case in the tourism industry, when new customer acquisition is becoming increasingly difficult and expensive. Think of how traditional service providers face increasing pressure from the sharing economy and accommodation services such as Airbnb which mean that ‘anyone’ can be a service provider.

Customers engage in travel for different purposes; what the authors have shown through a series of experiments is that when novelty seeking is a priority for a customer, that through establishing co-creation interfaces for the tourist – from the time they first contemplate using a service until the time they use it – firms can actually create elements of novelty and surprise. What does this mean for managers? Overall, the authors recommend that “…managers are tasked to understand the drivers of customer co-creation to effectively influence them”. 


How this is achieved is made tractable in this research, including but not limited to understanding the following: 
1) personal characteristics such as technological readiness, motivation, inherent novelty-seeking, and the need for interaction; 
2) organizational efforts such as shared process development efforts, joint strategic planning exercises, improved working relationships, and knowledge from past co-creation efforts; and,
3) circumstances such as previous exposure to co-creation, the presence of other individuals, perceived crowding, and experience with space design. 

To learn more about this research, Dr Rakesh Ranjan is contactable at k.ranjan@business.uq.edu.au 

Our Projects

UQ Business School undertakes innovative, timely and high-quality projects across a range of disciplines to transform the future of service organisations.

2016 – 2018 Modelling Multidimensional Multiparty Decisions to Improve Outcomes for Customers and Service Providers: New Theory and Measurement Tools.

ARC Discovery Grant: $330 000.

Researchers: Professor Janet McColl-Kennedy (Lead), Assoc. Professor Len Coote, Professor Claire Wainwright, (UQ Medical School) Professor Scott Bell (UQ Medical School), Professor Michael Brady – Florida State University.
 

2015 – 2018 Examining the Effectiveness of Patient-centred Practices on Health Outcomes.

ARC Linkage Grant: $1.1 million including $180 000 from ARC.

Researchers: Professor Pennie Frow – University of Sydney (Lead), Professor Janet McColl-Kennedy – UQ Business School, Professor Adrian Payne – UNSW, Dr Rahul Govind – UNSW.
 

2017 – 2021 Protecting international tourists from harm: Developing an effective tourist hazard information system.

Japan Society for the Promotion of Science (ARC Equivalent in Japan). Kaken Scientific Research B Grant in Aid: $2.9 million Yen (AU$205 000).

Researchers: Professor Brent Ritchie, Takahashi Yoshino, Kade Sano, Hayato Nagai.
 

2015 – 2018 Consumer preferences for voluntary carbon mitigation in the aviation sector.

ARC Discovery Grant $186 400.

Researchers: Professor Brent Ritchie, Professor Stefan Gossling, Professor Larry Dwyer.
 

2016 – 2019 Encouraging voluntary purchasing of carbon offsets - a win-win.

ARC Linkage Grant $160  000 +$40 000 from partners.  

Researchers: Professor Brent Ritchie and Professor Sara Dolnicar.
 

2016 – 2018: Learning Tourism Destinations: Creating Functional Partnerships and Initiating Positive Change for Sustainable Tourism Development in Local Economies.

Value PESO$1.5 million – through Asian Institute of Tourism, University of the Philippines.
 

2018 – 2019 Development of an active video game for the long-term maintenance of exercise in people with COPD.

Faculty of Health and Behavioural Sciences-Metro North Hospital and Health Services (CISSS) Research Collaboration Seeding Grant $39 535.

Researchers: Professor Trevor Russell Ms Jennie Money (MNHHS), Dr Nicole Hartley and Dr Allison Mandrusiak.
 

2017 – 2020 Home telehealth adoption in the aging population: Consumer perspectives.

NHMRC Project Grant 2017 2017-2020 $252 000.

Researchers: T Russell, N Gillespie, N Hartley, D Theodoros, A Hill & L Gray.
 

2017 – 2010: An investigation of the effects of education on data quality perceptions and data quality.

Mater Medical Research Institute Limited.

Researchers: Shazia Sadiq and Marta Indulska.
 

2016 – 2018: The Open Innovation Process: Factors and Technologies that Matter.

ARC Discovery Projects $330 000.

Researchers: Marta Indulska, Professor Martie-Louise Verreynne, John Steen.
 

2016-2019: Youth employment in hospitality and tourism: impacts, effects and legacy of early employment experiences.

Queensland Tourism Industry Council $66 000.

Researchers: David Solnet and Richard Robinson.
 

2018 – 19  Enhancing the student experience within dual program courses: meeting the challenge of the new Bachelor of Advanced Business (honours) program.

UQ teaching fellowship grant $50 000.

Researcher: Dr Alistair Tombs.
 

2017 – 2018 Role of permanent and transitional servicescapes in maintaining attachment to place in light of the Canterbury earthquakes

University of Canterbury (NZ) team based research initiative $19 756.

Researchers: J Finsterwalder, A Tombs, C Chen, M Hall & G Prayag).
 

2017-2022: ARC Training Centre for Innovation in Biomedical Imaging Technology. ARC Industrial Transformation Training Centres. Part of a team of 10 people.
 

2017-2018: Creating wealth in smallholders farms through efficient credit systems in Pakistan.

Australian Centre for International Agricultural Research.

Researchers: Associate Professor John Steen, Dr Shabbir Ahmad and Professor Martie-Louise Verreynne.
 

2016-2018: The Open Innovation Process: Factors and Technologies that Matter.

ARC Discovery Projects $330 000/

Researchers: Professor Marta Indulska, Professor Martie-Louise Verreynne, Associate Professor John Steen.

Our Programs

Today’s leaders are faced with a fast-changing business landscape, challenged with digital disruption, artificial intelligence and constant consumer shifts. Stay ahead with a program designed to innovate the way you manage and deliver service.

The Master of Leadership in Service Innovation is a new online program designed to professionally challenge and develop students into exemplary leaders at the front of cutting-edge service practices including innovation, science and management. View webinars associated with the program. 

The UQ Business School partnered with international learning platform edX to deliver this online master’s degree to students around the world – with full access to UQ student support. 

Today’s business environment is changing rapidly. Digital disruption, automation, artificial intelligence, socio-demographic changes, and geopolitical shifts are just some of the factors that make managing challenging – not just for businesses, but also for public sector and not-for-profit organisations.

This program adopts a cross-disciplinary perspective aimed at developing the transformational mindset needed for leaders in a rapidly changing world. It combines two critical challenges facing managers in the fast-evolving world of business.

The first challenge the course prepares leaders for is the move to a service and experience-based economy. In this growing economy, it is vital that businesses and leaders embed a culture of customer experience, value co-creation and change. These elements are facilitated by the second challenge – embedding a culture of continuous innovation that enables organisations to execute new ideas, to create value for all stakeholders.

The master’s program blends research and best practice in business leadership, innovation, service science, service management, and experience design. Through these areas, the course develops transformative organisational and leadership capabilities which will enable managers to thrive in business landscapes, both in the current climate and the future.

The Master of Leadership in Service Innovation systematically takes participants on a journey starting with the economic changes from product-based value to today’s experience-based model. It then works through all foundational aspects to ensure leaders are prepared for the future by equipping them with organisational resilience and adaptability to change.

Find out more

Start with the MicroMasters® Program

If you'd like to get a feel for the Master's program before you apply, start with the Business Leadership MicoMasters from The University of Queensland.

This MicroMasters program can also count as 8 of the 24 credit units required for the Master's Degree in Leadership in Service Innovation from The University of Queensland if you apply and are accepted into the program.

  • Courses in the MicroMasters program may count towards credit
  • Designed to advance your career and professional skillset
  • Strengthen your Master's application
  • Recognised by employers for real-life relevance

MicroMasters programs are offered by edX in connection with its university partners.

Our News

Paper on Customer Experience Challenges Wins Prestigous Award

 4 people, people smiling, people standing

Service Innovation Alliance Leader, Professor Janet McColl-Kennedy has received the Robert Johnston Highly Commended Paper award of 2018 from the Journal of Service Management Editorial Review Board.

Professor McColl-Kennedy and her co-authors were given the award for their remarkable paper on 'Customer Experience Challenges: Bringing Together Digital, Physical and Social Realms'.

Read more on the paper here: business.uq.edu.au/connecting-digital-physical-and-social-realms-customer-experience

 

Dr Gabby Walters featured in the Huon Valley News

When disaster strikes: tourism expert weighs in on disasters and crisis recovery management

When it comes to tourism and crisis recovery, Dr Gabby Walters is one of our resident experts.  When disaster strikes, understanding the impact this event has had on the tourism market is crucial to a destination’s recovery efforts.

The University of Queensland Business School’s Dr Gabby Walters, a tourism academic with the Service Innovation Alliance Interdisciplinary Research Theme was featured in an expert interview on ABC Radio Hobart on Thursday 16 May 2019. Speaking about how tourists respond and how the market is feeling in the wake of natural disaster, Dr Walters cited examples of natural disasters including floods and fire in Queensland, Tasmania and Victoria.

So what was the likely impact of the Huon Valley fires on Tasmania’s tourism industry?

“Tasmania is in a good position for recovery for a number of reasons. First, the media coverage of this event in other states was minimal, hence the reputational damage that often occurs through extensive media attention was not such an issue for the region. Second, Tasmania has such a diverse array of culinary and nature based attractions that will keep tourists coming to the state” says Dr Walters.

The Huon Valley, however, needs to focus on recovery efforts while providing regular updates to their tourism market on the status of the destination, the specific areas that were affected, what is open for business and when the community are ready to welcome them back. In the short term, the Visiting Friends and Relatives (VFR) market and those that have a connection with the region through past visitation will be a viable market source.  

Speaking at the community fire recovery forum at the Southern Tasmanian Willie Smith’s Apple Shed, Dr Walters noted that “The Huon Valley could really benefit from the formation of a crisis planning committee comprising of representatives from tourism, emergency services, local and state government and the media. This platform will allow for the sharing of information and lessons learned from previous events and allow stakeholders to develop a collaborative crisis response strategy should the region experience a similar event”. 

Dr Walters and her colleague Associate Professor Judith Mair are pleased to announce the imminent release of their book titled “Image and Reputation Management for the Tourism Industry” published by UK based Goodfellow publications. A link will be available via the SIA Website.

Listen to Dr Walters’ radio interview here [1:36:44]: abc.net.au/radio/hobart/programs/breakfast/breakfast/11099586

Leading researchers to join the Service Innovation Alliance (SIA) in 2019

Since its establishment in January 2019, several leading researchers have joined the Service Innovation Alliance. Our newest members are listed below. For a full list of researchers affiliated with SIA, see the experts tab.

Dr Henri Burgers

Dr Henri Burgers is a Senior Lecturer in Strategy and Entrepreneurship at The University of Queensland. He obtained his PhD from the RSM Erasmus University, and worked at the Queensland University of Technology prior to joining UQ. His research focuses on the intersection of corporate entrepreneurship, managerial and organisational capabilities, and institutional contexts with the aim of helping individuals and organisations unlock their entrepreneurial potential. He has published in top journals such as Strategic Management Journal, Journal of Business Venturing, Long Range Planning, and the International Journal of Human Resource Management. He has worked with leading firms, industry associations and governments across the globe. His research received well over 1mln AUD in research funding, including two prestigious grants from the Australian Research Council to improve entrepreneurship and innovation in the natural resources industries.


Henri teaches courses and provides workshops on strategic decision-making and agile innovation for different levels. He has developed and transformed a wide range of Bachelor and Masters courses and programs to embed more entrepreneurship and strategic decision-making skills in curricula. He is a certified Scrum Master and was awarded a Senior Fellow of the UK Higher Education Academy for his teaching. He is a recognised reviewer for numerous journals and grants and serves on the Editorial Board of Journal of Business Venturing.

Professor Mark Dodgson

Mark Dodgson AO is Professor of Innovation Studies at UQ Business School, and Visiting Professor at Imperial College London His research interests are in the areas of corporate strategies and government policies for technology and innovation. He has previously worked as a Research Fellow at the Technical Change Centre, London (1983-85). He was Senior Fellow at the Science Policy Research Unit (SPRU) at the University of Sussex (1985-93), and was Professor of Management at the Australian National University (1993-2002). He was co-Founder of the National Graduate School of Management at the ANU and was Executive Director.

Mark has authored over 100 refereed articles and book chapters, and 14 books. He has been an advisor and consultant to the European Commission and to government agencies in the US, Japan, UK, Germany, Spain, Thailand, Taiwan, Korea and South Africa, and to numerous organizations in Australia. He has been an invited participant at international conferences in over 60 countries. He has been a member of the Board of Directors of Nestlé Australia Ltd, the Advisory Board of Thiess plc, and has founded or been on the Board of five start-ups, including most recently: Behaviour Innovation Pty Ltd, and The Playful Work Company.

Mark is a member of the Editorial Board of eight academic journals. He writes a regular blog on entrepreneurship and universities for the World Economic Forum.

His current major research interests include, innovation in large, complex projects; the playful work of entrepreneurs; philanthropy and entrepreneurs; innovation in China; the future of the innovative university; and innovation the 18th century English pottery and textile industries.

In 2007 Mark was awarded the Eureka Prize for Leadership in Business Innovation. In 2008 he was a Special Advisor to the Government Review of Australia's national innovation system. In 2019, he was appointed an Officer of the Order of Australia "For distinguished service to education in the field of business innovation strategy, as a researcher, advisor and author."

He is a Fellow of the Academy of the Social Sciences in Australia and a Fellow of the Royal Society of Arts. His website can be found at www.markdodgson.org
 

 Dr Alexandra Kriz

Dr Kriz completed a Bachelor of Economics (Honours 1st Class) at the University of Sydney and completed her Ph.D. at the University of Sydney's Business School. She has been a visiting researcher at the Turku School of Economics (University of Turku) and the Adam Smith Business School (University of Glasgow) and was a Consultant at Mercer Consulting and Research Manager at Incept Labs.

During her career in industry Dr Kriz was involved in major research projects (e.g. co-developing a ground-breaking diversity and inclusion blueprint for the investment banking industry in Australia; project managing a research project commissioned by the AICD involving over 100 Chairs). Dr Kriz's Honours thesis explored ambidexterity or the ability to undertake both radical and incremental innovation, and she was awarded the University's Canon Honours Scholarship. Her Ph.D. explored innovation among high-tech firms and during her doctorate, she also worked on a related innovation project for the Commonwealth Scientific and Industrial Research Organisation (CSIRO), which involved over 50 interviews with key stakeholders.

 

Dr Ida Asadi Someh

Dr Ida Asadi Someh is a lecturer in the Business Information Systems discipline at the UQ Business School, The University of Queensland, Australia, and a research affiliate at the Centre for Information Systems Research (CISR), MIT Sloan School of Management, US. Her research focuses on organizational and societal impact of data, analytics and artificial intelligence. She completed her PhD in 2015 at The University of Melbourne and was awarded the best PhD thesis in Melbourne School of Engineering, and the Vice Chancellor’s PhD Prize at The University of Melbourne.


Ida teaches business analytics in undergraduate and postgraduate information systems programs. She previously has taught databases and data warehousing to both computing and information systems students.

 

 


The UQ Business School Research Laboratory

Rapid technological advancements are not only changing the way that services industries conduct their business, technology is also providing significant opportunities for researchers. The Service Innovation Alliance Research Team has exclusive access to the UQ Business School Research Laboratory. Administered by SIA team member Dr Gabby Walters, the research laboratory allows us to conduct innovative and quality research across multiple fields relevant to the service sectors as opposed to (or in addition to) traditional survey methods. Our lab equipment and potential applications include:

Eye-Tracking Technology that identifies how people interact with stimuli, the features that capture viewers’ attention and how they navigate their way around the stimuli.

Psycho-physiological measures of emotion including Skin Conductance Measures; Facial Electromyography; Heart Rate Monitor and Facial Emotions Recognition software allows us to measure the impact of certain events, scenarios and other forms of stimuli on people’s emotions. This equipment captures the intensity of real time emotions and determines the nature of emotion the participant is experiencing. This data can be collected within a lab setting or in the field.

Electroencephalogram or EEG allows researchers to capture, visualise and export raw EEG signals and frontal lobe asymmetry output. This data can allow for the assessment of motivation, engagement, relaxation, excitement, interest (avoid vs approach) and stress and is highly useful for the study of actual versus intended behaviour and cognitive workload.

Virtual Reality Technology. Our VR technology can immerse respondents into simulated environments that represent a variety of contexts or situations. This allows us to assess likely responses to multiple scenarios in a controlled lab setting and minimizes the risk of interference from other variables or activities that may occur if the research were to be undertaken in the field.

Our lab is equipped with iMotions technology which is the only software in the world that can synchronise data collected from all of the above devices. This enables the analysis of emotive and cognitive responses to a variety of service scenarios across many contexts.

Professor Ruth N. Bolton

International Visiting Professor Ruth N. Bolton from the W.P. Carey School of Business, Arizona State University joined UQ Business School in March 2019. Ruth is Professor of Marketing at the W.P. Carey School of Business, Arizona State University.

She studies how organisations can improve business performance over time by creating, maintaining and enhancing relationships with customers. Her recent research has focused on the customer experience, multi-channel management and high technology, interactive services in global business-to-business markets.

Professor Bolton often conducts her research in partnership with businesses such as the Marriott Corporation, Hewlett-Packard, Coherent Inc., The Cooperators, and Schneider National Inc.
She also spent eight years with Verizon, working on projects in the telecommunications and information services industries.

Ruth has published articles in the Journal of Consumer Research, Journal of Marketing, Journal of Marketing Research, Journal of Service Research, Management Science, Marketing Science, and other leading journals. She received her B.Comm., with honours, from Queen's University (Canada), and her M.Sc. and Ph.D. from Carnegie-Mellon University. She has also participated in executive education programs around the world.

Professor Bolton previously held academic positions at Vanderbilt University, the University of Oklahoma, Harvard University, University of Maryland, and the University of Alberta, and served as 2009-11 Executive Director of the Marketing Science Institute.

She received the 2016 American Marketing Association / Irwin / McGraw-Hill Distinguished Marketing Educator Award, the 2007 Christopher Lovelock Career Contributions to Services Award and the Routledge – Taylor & Francis / SMA Distinguished Scholar Award. Awarded to only a select few marketing academics, these awards recognise distinguished service and sustained outstanding contributions to the field of marketing.

Ruth served as editor of the Journal of Marketing (2002-2005) and Area Editor of the Journal of Marketing Research (2005-2007), as well as serving on the Editorial Review Boards of other leading marketing journals. Professor Bolton has also served on the Board of Trustees of the Marketing Science Institute and the Board of Directors of the American Marketing Association. She currently serves on the Board of Directors of the Sheth Foundation as Vice-President.

Professor Michael Brady (Florida State University)

Professor Rod Brodie (The University of Auckland)

Professor Anders Gustafsson (BI Norwegian Business School)

Professor Paul Maglio (University of California)

Professor Andi Smart (University of Exeter)

Associate Professor John Steen (University of British Colombia)

Professor Lars Witell (Linkoping University, Sweden)

Dr Mohamed Zaki (University of Cambridge)