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People Gathering in a Meeting Together

ServCollab Officers

Rodoula Tsiotsou
Communications Officer

Professor of Services Marketing, Department of Business Administration, University of Macedonia, Greece. Founder and Director of the Marketing Laboratory MARLAB ( and at the University of Macedonia since 2015. Currently Visiting Professor, at the Hellenic Open University, and Athens University in Greece. Before entering academia, Prof. Tsiotsou worked in the professional sport industry and in the media industry as Marketing Director.  She is the author of books on Sport Marketing, Services Marketing, and Tourism Marketing. Her research interests include services marketing, digital and social media marketing, brand management, relationship marketing, and nonprofit marketing.

Web Site:

Karim Sidaoui
Technology Officer

Assistant Professor of Marketing, Radboud University, Netherlands. Ph.D. candidate at the Alliance Manchester Business School, University of Manchester, UK. His recent publications appeared in the Journal of Business Research and the Journal of Service Management. Karim serves as a technology advisor on the board of the American Marketing Association Service Special Interest Group (SERVSIG). He also possesses more than 8 years of extensive international industry experience in software development/management, and retail category management and business development. His research interests include utilizing artificial intelligence technologies and their applications to enhance the holistic understanding of customer experience in services. 

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Sertan Kabadayi
Project Officer

Sertan Kabadayi is Professor of Marketing and the Director of Teaching Excellence at
the Gabelli School of Business, Fordham University in New York City. His recent research interests focus on the Transformative Service Research (TSR), with
topics including refugee-related services, service inclusion, and financial well-being. His
work has been published in journals including Journal of Marketing, Journal of Business
Research, Journal of Public Policy and Marketing, Journal of Service Management,
Journal of Services Marketing, others. He currently serves as the Co-Chair of the AMA
SERVSIG, and the Associate Editor of Journal of Services Marketing and the Journal of Creating Value.

Amir Raki
Engagement Officer

Ph.D. candidate at Alliance Manchester Business School, University of Manchester, UK. His research interest lies in the intersection of Transformative Service Research (TSR), service design and consumer vulnerability. His PhD is entitled “Designing Transformative Services for Refugees” where he studies service provision for refugees in the UK, with a focus on employability and educational services, to understand how service design can facilitate refugees` wellbeing. Amir is a recipient of the University of Manchester Doctoral Scholarship and a winner of AMS Review – Sheth Foundation Doctoral Competition for Conceptual Articles in 2019. He has extensive experience as a practitioner, working in not-for-profit organisations in the UK. 

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Linh Hoang Vu
Engagement Officer

Assistant Professor in Marketing at Department of Marketing, Faculty of Marketing, National Economics University, Hanoi, Vietnam. Master thesis supervisor at La Rochelle Business  School and Excelia Business School – Excelia Group, France. Ph.D. graduate from NEOMA Business School, France. Executive Board Member of the Union of Vietnamese Students and Youth in France UEVF since 2019. She has participated in several international and national research projects such as the VISTA-AR European Union - funded project as well as written chapters in published course books and reference books. She has received many international and national awards such as the Young Service Researcher Award at the IRSSM-9. Her main research interests include transformative service research, service-dominant logic, service inclusion and customer experience.

Rebekah Russell-Bennett
Australia Officer

Deputy Director of the Centre for Behavioural Economics, Society and Technology (BEST) and Professor in Marketing at the School of Advertising, Marketing and Public Relations, Queensland University of Technology, Australia.  Her research lies at the nexus of transformative services marketing and social marketing (behaviour change).  Rebekah applies service theory and service design techniques to improve wellbeing and the environment. She is a global leader in shaping the impact of social marketing as a behaviour change approach and works with government agencies and non-profits to achieve positive social change. Rebekah is also Co-Editor of the Journal of Services Marketing.

Web Site:

Kristina Heinonen
Kristina Heinonen
Development Officer

Professor of Service and Relationship Marketing at Hanken School of Economics, Helsinki, Finland and director of the Centre for Relationship Marketing and Service Management (CERS) at Hanken, Finland. Kristina is a
Fulbright Research Alumni from the University of Massachusetts, Boston, USA and holds an adjunct professorship at University of Tampere, Finland. Kristina’s research expertise is in service marketing and management and
particularly service innovation, business transformation, value creation and customer experience. She is associate editor of Journal of Service Theory
and Practice and editorial board member of Journal of Service Management, Journal of Services Marketing, and AMS Review.

Daisy Li
K. Daisy Li
Assistant Development Officer

Graduate Fellow and Ph.D. Candidate, The Ohio State University, United
States. Daisy is an instructor of the Ohio State Healthcare Environmental and
Hospitality Services Certificate Program. Daisy is a recipient of a Distinguished University Fellowship at The Ohio State University. Her research focuses on service management and marketing, transformative
service research, customer experience, and healthcare. Daisy has extensive
experience as an advisor at Buck-I-SERV and as a volunteer for not-for-profit
organizations such as Community Servings and One Heartland.

Werner H. Kunz 
Digital Media Officer

Professor of Marketing and director of the digital media lab at the University of Massachusetts Boston. His research interests are in digital & social media, social networks, innovation, and service research. His work has been published, amongst others, in the International Journal of Research in Marketing, Journal of Retailing, British Journal of Management, Journal of Medical Internet Research, Journal of Business Research, Journal of Service Management, and Computational Statistics and was awarded multiple times. He is founder and host of the Social Media Days and current board member of the Service Research Special Interest Group (SERVSIG) of the American Marketing Association (AMA), the primary professional association of Service researcher with over 2000 community members worldwide.

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