List of participants
- Pennie Frow (University of Sydney), Australia
- Ingo Karpen (University of Melbourne), Australia (winner of The Otago Forum Postgraduate Student Scholarship)
- Adrian Payne (University of New South Wales), Australia
- David Ford (Euromed Marseille Management School - EFMD), France
- Christian Grönroos (Hanken School of Economics), Helsinki
- Kaj Storbacka (Nyenrode Business Universiteit), Netherlands
- Steve Baron (University of Liverpool), United Kingdom
- Mark Anderson (Engagement Manager, IBM New Zealand), New Zealand
- Rod Brodie (University of Auckland Business School), New Zealand
- Toni Hilton (Unitec Business School), New Zealand
- Andrew Long (Information Science, University of Otago), New Zealand
- Rob Aitken (Marketing, University of Otago), New Zealand
- David Ballantyne (Marketing, University of Otago), New Zealand
- Sergio Biggemann (Marketing, University of Otago), New Zealand
- Ken Deans (Head of Department, Marketing, University of Otago), New Zealand
- Marcus Schulz (Marketing, University of Otago), New Zealand
- John Williams (Marketing, University of Otago), New Zealand
- Dan Flint (University of Tennessee), USA
- Robert Lusch (University of Arizona), USA
- Venkat Ramaswamy (University of Michigan, Ross School of Business), USA
- Jim Spohrer (Director, Almaden Research Center, IBM), USA
- Stephen Vargo (University of Hawaii), USA
Biographies
Pennie Frow
Pennie Frow is Senior Lecturer in Marketing in the Discipline of Marketing at the University of Sydney, Australia. Previously she was a Senior Consultant in the Cranfield Marketing Planning Centre and a Visiting Fellow at Cranfield School of Management, Cranfield University, UK. Before joining Academia, she was Chief Marketing Officer of a major British charity and Managing Director of a US distribution company. Her main research interests are managing customer relationships, employee commitment, customer retention, developing a customer-oriented culture and internal marketing. Her publications have appeared in a range of academic publications including the Journal of Marketing, Industrial Marketing Management, Journal of the Academy of Marketing Science, Journal of Business Research, Journal of Marketing Management, and the International Journal of Bank Marketing, as well as in many conference proceedings and book chapters.
Email: p.frow@econ.usyd.edu.au
Ingo O. Karpen
Ingo Karpen is a doctoral candidate in marketing at the University of Melbourne. His research interests include strategic, service, and relationship marketing, with a focus on service-dominant logic and value co-creation with customers. He has presented his doctoral research at the American Marketing Association (AMA) Summer Marketing Educators’ Conference, AMA SERVSIG International Research Conference, and the Australian and New Zealand Marketing Academy Conference (ANZMAC). Ingo holds a postgraduate degree in Business Administration (Diplom-Betriebswirt) from The University of Applied Sciences in Worms/Germany. Prior to his doctoral studies, Ingo worked as a strategy consultant and project manager in Germany and Luxemburg.
Email: karpeni@unimelb.edu.au
Adrian Payne
Adrian Payne is a Professor of Marketing at the Australian School of Business at the University of New South Wales, Australia and a visiting professor at Cranfield School of Management, Cranfield University, UK. His main research interests are CRM, customer retention, service marketing and relationship marketing. His publications have appeared in the Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Business Research, Industrial Marketing Management, Journal of International Business Studies, European Marketing Journal, Long Range Planning, Human Relations and Marketing Theory. His books include: The Handbook of CRM: Excellence in Customer Management; Relationship Marketing: Creating Stakeholder Value; and Creating a Company for Customers. He serves on the review board of a number of international journals.
Email: a.payne@unsw.edu.au
David Ford
David Ford is Affiliate Professor at Euromed, Marseilles, France, and was until recently Professor of Marketing at the University of Bath, UK. He is an engineer by initial training and before becoming an academic was Group Planning Manager for the UK operations of American Standard. David is a founder member of the IMP Group of researchers. His current books, with other members of the IMP Group, are The business marketing course and Managing business relationships, also available in Japanese; Understanding business marketing and purchasing, and Managing and marketing technology, also available in Chinese. David’s work has appeared in Harvard Business Review, Journal of Business Research, European Journal of Marketing and Journal of International Business Studies. He is editor of the IMP Journal, which publishes empirical and conceptual studies in business interaction. He is currently working on two books, Business in networks and the third edition of Managing business relationships. His current research comprises a range of studies into business in complex networks, including the constitution of networks, sense-making in networks, the idea of strategy in networks and the management of key business relationships.
Email: David.Ford@euromed-management.com
Christian Grönroos
Christian Grönroos is Professor of service and relationship marketing at Hanken School of Economics, Finland. He is also the founder and the chairman of the Board of the School's research and knowledge centre CERS (Centre for Relationship Marketing and Service Management). He is one of the international pioneers of the research into service marketing and its extensions into service management and relationship marketing. He has published extensively in scientific journals. His two most recent books are Service management and marketing: Customer management in service competition and In search of a new logic for marketing: Foundations of contemporary theory, both published in 2007 by John Wiley & Co (UK). In 1999 he was the first receiver of the American Marketing Association's (Servsig) Award for Contribution to the Services Field from outside North America. In addition to his academic career he also has thorough experience as a consultant and executive educator.
Email:
christian.gronroos@hanken.fi
Kaj Storbacka
Kaj Storbacka works in the field of developing customer oriented business models. He has a PhD in Marketing from Hanken School of Economics and a Master’s degree in Naval Architecture from the Helsinki School of Technology. Professor Storbacka holds the chair of Sales and Account Management at Nyenrode Business Universiteit in the Netherlands. He has over 25 years of experience as a strategy consultant to major international firms in finance, manufacturing, media, travel, retail, utility, and telecommunications. He also serves as the chairman of Vectia Ltd, a consultancy he founded in 1994, specializing in customer oriented strategy development, and sales and account management. And he also serves on the board of the Strategic Account Management Association (SAMA), a Chicago based, non-profit organization focusing on knowledge development and exchange. Professor Storbacka’s research interests include market management, strategic account management, customer asset management, customer profitability and relationship marketing. His publications have appeared in Journal of the Academy of Marketing Science, Journal of Business Research, Journal of Marketing Management, International Journal of Service Industry Management, and European Journal of Marketing. His managerial books include: Create Value with Strategic Accounts (2000), Customer relationship management (2001), Selling value: Maximize growth by helping customers succeed (2003), and Driving growth with customer asset management (2006).
Email:
kaj.storbacka@vectia.com
Steve Baron
Steve Baron is Professor of Marketing at the University of Liverpool Management School, and Head of the Marketing and Service Management Group. He is Director of the Centre for Experiential Consumption Studies at the University of Liverpool, and was Chair of the AMA Servsig International Research Conference (5-7 June 2008). He is former Chair of the UK Academy of Marking Special Interest Group for Services Marketing. His current research interests include the understanding of service experiences from the consumer perspective, and communities of service and social practice. He has publications in services, marketing and management journals, including Journal of Service Research, European Journal of Marketing, International Journal of Market Research and Journal of Business Research. He is co-author of Services marketing: Text and cases (3rd ed.) to be published by Palgrave in late 2008.
Email:
J.S.Baron@liverpool.ac.uk
Mark Anderson
Mark Anderson is Engagement Manager, Public Sector, Global Business Services
for IBM New Zealand. He has 28 years professional experience, spanning New Zealand Government, IBM international business management, customer relationship management solutions, telecommunications engineering and systems engineering. Including experience in business strategy, global product/solution management, knowledge management consulting, services business development and relationship management.
Email: mvanders@nz1.ibm.com
Roderick J. Brodie
Roderick Brodie is a Professor at the University of Auckland Business School (Department of Marketing). His research and consulting experience is in the areas of strategy, branding, services, and market analysis. His publications have appeared in top journals (Journal of Marketing, Journal of Marketing Research, International Journal of Research in Marketing, Management Science, Marketing Theory & Journal of Service Research) and he undertakes extensive editorial work with these journals.
Email:
r.brodie@auckland.ac.nz
Toni Hilton
Toni Hilton is Head of Unitec Business School and Associate Professor of Marketing, Unitec New Zealand. After reading law at university she pursued a career in sales and then marketing. Having spent her practitioner career marketing products, she now specializes in the marketing of professional services which enables her to combine her academic interests in both law and marketing. Toni also researches within the non-profit and voluntary sector as well as taking a keen interest in the development of the marketing curriculum, particularly at post-graduate level.
Email:
thilton@unitec.ac.nz
Andrew Long
Andrew Long is a Lecturer in the Department of Information Science, University of Otago where he teaches first-year students about the interface of Information Systems and business, Web 2.0, and social media. He is a member of the steering group for the University's Internet Research Group Otago (IRGO). His research interests include online social networking and communities, microblogging, folksonomies and narrative theory. He is completing his PhD on micro-interaction generated narratives.
Email: along@infoscience.otago.ac.nz
Robert Aitken
Robert Aitken is a senior lecturer in the department of Marketing at the University of Otago. His academic and research interests include advertising, consumer behaviour, teaching and learning, communications and the media. He was lead author of the Marketing Theory 2006 special issue, “Service-dominant logic of marketing: Insights from The Otago Forum”. He is a constructivist who is interested in how people make sense of the world and an idealist in wanting to know how to make it a better place.
Email: raitken@business.otago.ac.nz
David Ballantyne
David Ballantyne is an associate professor of marketing at the University of Otago, School of Business, New Zealand, and an International Fellow at the Centre for Relationship Marketing and Service Management, Hanken School of Economics, in Helsinki, Finland. He is a co-author with Martin Christopher and Adrian Payne of Relationship marketing: Bringing quality, customer service and marketing together (1991), the first international text published in this field of inquiry. He is a member of the British Academy of Management and a member of the editorial review boards of the Journal of Business-to-Business Marketing, Industrial Marketing Management, Journal of Business Market Management, International Marketing Review and Management Decision. His current research interests are the service-dominant logic of marketing, relationship marketing, internal marketing, and dialogue as a co-creative learning mode in marketing.
Email: dballantyne@business.otago.ac.nz
Sergio Biggemann
Sergio Biggemann is senior lecturer in marketing at the University of Otago. He recently joined academia after 20 years in industry. Sergio’s main area of research is the dynamics of business to business interaction, specifically the effects of interaction on the structure of business relationships, and the changes that interaction causes to the value of business relationships. His current research study involves extreme outsourcing/offshoring practices and risk management in the supply chain, focusing on emerging difficulties in the integration of what appear to be two antagonistic constructions of networks between the West and Asian countries.
Email:
sbiggemann@business.otago.ac.nz
Ken Deans
Originally a scientist, Ken Deans moved to the dark side of the force in the late 70s and is now Associate Professor and HoD, Department of Marketing at the University of Otago. He has work experience in finance and corporate planning and has undertaken consultancy work in a variety of industries. Ken has taught undergraduate, postgraduate and Executive Education programs in Principles of Marketing, Marketing Management, Marketing of Services and Internet Marketing in Scotland, Poland and China. His research interests are in Internet marketing, services and marketing education, which has lead to over 70 journal and conference publications. He is on the editorial board of four journals and has been guest editor for two. He was the 2007 ANZMAC conference chair is a member of the Executive and Treasurer.
Email: kdeans@business.otago.ac.nz
Marcus Schulz
Marcus Schulz is a doctoral student at the Department of Marketing, University of Otago. His PhD focuses on outsourcing as a mechanism for strategic learning and innovation. Marcus has an engineering degree and eight years practitioner experience in outsourcing and product development with a major multinational producer of household electronics.
Email: mschulz@business.otago.ac.nz
John Williams
John Williams' research and scholarly interests include research methods and philosophy of science; consumer behaviour; tourism; business ethics and social marketing; and information technology and its impact on business and society. His PhD thesis was about a new statistical technique that combines cluster analysis with structural equation modelling, and he continues to collaborate internationally in this field.
Email: jwilliams@business.otago.ac.nz
Daniel J. Flint
Daniel Flint is the Proffitt’s, Inc. Associate Professor of Marketing and Director of the Marketing Ph.D Program in the Department of Marketing and Logistics, the University of Tennessee, Knoxville. He has a PhD in marketing and logistics from the University of Tennessee. He has an engineering degree from the U.S. Naval Academy and an MSA from Central Michigan University. He is well published in both marketing and logistics journals such as The Journal of Marketing, Journal of the Academy of Marketing Science, Industrial Marketing Management, Journal of Business Logistics, Journal of Business and Industrial Marketing, Marketing Theory, and International Journal of Physical Distribution and Logistics Management, has published six book chapters, regularly presents at global conferences, and regularly reviews manuscripts for at least a dozen journals. Dr Flint’s expertise is in customer value management, consulting with numerous firms on brand/product management, account management, deep customer insight processes, and supply chain innovation.
Email:dflint@utk.edu
Robert F. Lusch
Robert Lusch holds a Ph.D from the University of Wisconsin-Madison. He currently is the Lisle & Roslyn Professor of Marketing and Marketing Department Head at the Eller College of Management at the University of Arizona. Previously he served as Dean of the M.J.Neeley School of Business at Texas Christian University and Dean of the Michael F. Price College of Business at the University of Oklahoma. In addition, he is a previous editor of the Journal of Marketing and Chairperson of the American Marketing Association. Professor Lusch has expertise and continuing research interests in retail strategy, service marketing, and marketing theory and substantial consulting experience in retailing. He is a two-time winner of the AMA Harold Maynard Award for theoretical contributions in marketing published in the Journal of Marketing in 1996 and 2004. An author of over one-hundred scholarly articles and eighteen books, his current focus is on developing a service-dominant logic of marketing and on the development and use of agent based modeling to understand service ecosystems.
Email:
rlusch@eller.arizona.edu
Venkat Ramaswamy
Venkat Ramaswamy is the Michael R. and Mary Kay Hallman Fellow and Professor of Marketing at the Ross School of Business of the University of Michigan. He is a prolific author and has co-authored numerous articles with C.K. Prahalad including the bestselling Harvard Business Review article “Co-opting Customer Competence” and the 2004 MIT-Price Waterhouse Coopers award-winner “The New Frontier of Experience Innovation” , published in the Sloan Management Review. He is co-author with C.K. Prahalad of The future of competition: Co-creating unique value with customers (Harvard Business School Press, 2004), selected as one of the Top 10 Business Books of 2004 by Business Week and one of the Best Strategy books of 2004 by Strategy and Business. Venkat’s eclectic interests span customer experiences, innovation, marketing, operations, information technology, human resources, and strategy. His current research focuses on exploring the “next practices” in value creation through experience co-creation, innovating experience environments around customer-company interactions, customer communities and nodal company networks, leveraging technology to enable human experiences, helping businesses create new sources of competitive advantage by building co-creation capabilities and processes, building the information and communications infrastructure to support experience environments and rapid knowledge creation, and developing strategy maps and balanced scorecards for organizations to compete through experience co-creation.
Email:
venkatr@bus.umich.edu
Jim Spohrer
Jim Spohrer is the Director of Service Research at IBM Almaden Research Center in San Jose, CA. He is working on the emerging field known as Service Science, which seeks to understand value-cocreation phenomena of service systems and networks. The field seeks to improve service quality, productivity, compliance, and sustainable innovation. As a founding advisor of the Service Research and Innovation Initiate, he works with global universities, governments, non-profits, and businesses to understand future skill needs to create, scale, and improve knowledge-intensive service activities. As CTO of IBM Venture Capital Group, he developed win-win relationships with emerging businesses. Prior to IBM, he held the role of Distinguished Engineer, Scientist, and Technologist at Apple Computer’s Advanced Technology Group. Spohrer has a PhD in Computer Science from Yale University, and a B.S in Physics from MIT.
Email:
spohrer@almaden.ibm.com
Stephen L. Vargo
Stephen Vargo is a Shidler Distinguished Professor at the University of Hawai’i at Manoa. His primary areas of research are marketing theory and thought and consumers’ evaluative reference scales. He has had articles published in the Journal of Marketing, the Journal of the Academy of Marketing Science, the Journal of Service Research, the Journal of Retailing, and other major marketing journals and serves on five editorial review boards, including the Journal of Marketing and the Journal of Service Research. Professor Vargo has been awarded the Best Article of the Year Award by the Australia and New Zealand Marketing Academy and the Harold H. Maynard Award by the American Marketing Association for “significant contribution to marketing theory and thought.”
Email:
svargo@hawaii.edu
