Panel Session – The future of Service Research
Amy L. Ostrom is the PetSmart Chair in Services Leadership and Marketing Department Chair at the W. P. Carey School of Business at Arizona State University. She received her Ph.D. from Northwestern University. Ostrom’s research interests focus on service issues, including the relationship between service and well-being known as transformative service, customer adoption and evaluation of technology-enabled services, and the customer’s role in creating service outcomes. Her work has been published in the Journal of Marketing, the Journal of Consumer Research, the Journal of Consumer Psychology, and the Journal of Service Research, as well as other leading publications.
Bart Larivière, Ph.D. is Associate Professor of Service Management at Ghent University (Belgium), where he is founder and Executive Director of the Center for Service Intelligence. He is also co-chair of the Service Special Interest Group (SERVSIG) of the AMA and is Associate Editor for the Journal of Service Theory and Practice. He is passionate about service research, and his work focuses on the role of both customers and employees in service encounters. His research received awards and recognitions from the Journal of Service Research, the Journal of Service Management, Journal of Service Theory and Practice, Ghent University (best PhD Tutor Award), and won three times the Best Practitioner Presentation Award at the Frontiers in Service Conference. He also published in Journal of Marketing Research, Journal of Business Research and Journal of Interactive Marketing amongst others. He is founder of the Belgian Service Research Days and co-founder of the Let’s Talk About Service (LTAS) workshop that aims to introduce young scholars to the wonderful world of service research and provide guidance for their PhD journey or early career.
PhD in Design, Daniela is Associate Professor at the Design Department of Politecnico di Milano. She has been one of the first researchers investigating the area of Service Design. She worked for eight years at the research group Imagination at Lancaster University till August 2015. Her research theme is the role of design in the development of services, with a particular focus on the public sector innovation. She is currently exploring links and contributions of Design to the Service Science debate and the Service Logic framework. She is a partner of the European Training Network on Service Design for Innovation (SDIN) and a committee member of the Service Design and Innovation conference (ServDes).
Ruth N. Bolton
Ruth N. Bolton is Professor of Marketing at the W.P. Carey School of Business, Arizona State University. She is the recipient of the 2016 American Marketing Association / Irwin / McGraw-Hill Distinguished Marketing Educator Award and the 2007 recipient of the Christopher Lovelock Career Contributions to Services Award. She previously served as 2009-11 Executive Director of the Marketing Science Institute, editor of the Journal of Marketing (2002-2005) and Area Editor of the Journal of Marketing Research (2005-2007). She continues to serve on the Editorial Review Boards of many leading journals. Dr. Bolton is a member of the Board of Directors of the Sheth Foundation. She has also served on the Board of Trustees of the Marketing Science Institute and the Board of Directors of the American Marketing Association. She received her M.Sc. and Ph.D. (Industrial Administration) from Carnegie-Mellon University and a B.Comm., with honors, from Queen’ University in Kingston, Canada.
Stephen L. Vargo
Stephen L. Vargo is a Shidler Distinguished Professor and Professor of Marketing at the University of Hawai’i at Manoa. He has held visiting positions at the Judge Business School at the University of Cambridge, the University of Warwick, Karlstad University, the University of Maryland, Collage Park, and other major universities. He has articles published in the Journal of Marketing, the Journal of the Academy of Marketing Science, the Journal of Service Research, MIS Quarterly, and other top-ranked journals. Professor Vargo has been awarded the Harold H. Maynard Award and the AMA/Sheth Foundation Award for his contributions marketing theory. Thomson-Reuters recently put him on its “Highly Cited Researchers” list (top 1%) and has identified him as one of the World’s Most Influential Scientific Minds in economics and business for a third consecutive year.