|Categories:||Market Research, Marketing Strategy, Marketing Theory, Services|
|Authors:||Joby John, Raymond P. Fisk, Stephen J. Grove|
Joby John is Professor of Marketing at Bentley University. A doctorate from Oklahoma State University, his primary teaching, research, and consulting interests are in the areas of services marketing and cross-cultural issues. He was formerly marketing officer at Pfizer (India).
His works are published in European Journal of Marketing, International Marketing Review, Psychological Reports, Journal of Health Care Marketing, as well as several other journals. He serves on the Editorial Review Board of International Journal of Service Industries Management. He served as chair of the services marketing special interest group of the American Marketing Association, and as president of the Boston chapter of the association. He has conducted executive management workshops on topics including service quality, customer service, customer equity and brand loyalty.
Raymond P. Fisk
Dr. Raymond P. Fisk is Professor and Chair of the Department of Marketing at Texas State University-San Marcos. He earned his B.S., M.B.A., and Ph.D. from Arizona State University. Dr. Fisk served as a Fulbright Scholar to Klagenfurt University of Education Sciences in Austria. He has also taught at Arizona State University, the American Graduate School of International Management (Thunderbird), Universidad Diego Portales, Santiago, Chile, University College Dublin, Ireland, the Swedish School of Economics, Helsinki, Finland, and the Universidade do Porto, Portugal.
Dr. Fisk was a 1979 American Marketing Association Doctoral Consortium Fellow. He is also the recipient of Awards for Excellence in Undergraduate Teaching and Excellence in Professional Service from the UCF College of Business Administration. In 2005, he received the Career Contributions to the Services Discipline Award from the American Marketing Association Services Marketing Special Interest Group. His research has focused on services marketing. He has published in the Journal of Marketing, Journal of Retailing, Journal of the Academy of Marketing Science, European Journal of Marketing, Service Industries Journal, Journal of Services Marketing, International Journal of Service Industry Management, Journal of Health Care Marketing, Journal of Professional Services Marketing, Journal of Marketing Education, Marketing Education Review, and numerous national and regional marketing conferences.
Dr. Fisk has published five books: Interactive Services Marketing, 3rd Ed., Services Marketing Self-Portraits: Introspections, Reflections and Glimpses from the Experts, AIRWAYS: A Marketing Simulation, Marketing Theory: Distinguished Contributions, and Services Marketing: An Annotated Bibliography. Dr. Fisk serves on the editorial review boards of the International Journal of Services Industry Management. He has previously served on the editorial review board of the Journal of Health Care Marketing and Marketing Education Review. He was the editor of the AMA Services Marketing Newsletter. Dr. Fisk created SERVMARK: The Electronic Bibliography of Services Marketing Literature.
Stephen J. Grove
Dr. Stephen J. Grove, a marketing professor from Clemson University, teaches Services Marketing, Promotional Management, and Consumer Behavior. Dr. Grove received his doctorate from Oklahoma State University. His research focuses on impression management in the service encounter, characteristics of effective services advertising, environmental advertising and environmental marketing issues, and interactive aspects of the service experience.
His articles have appeared in numerous marketing related journals such as the Journal of Macromarketing, Journal of Retailing, Journal of Business Research, Journal of Services Research, and Journal of Sport Behavior, and several others, as well as many international, national and regional conference proceedings. His work has also appeared in various edited volumes, including Advances in Services Marketing and Management, Contemporary Services Marketing and Management, and the Handbook of Services Marketing and Management. He is the co-author of a text, Interactive Services Marketing, that is now in its third edition, as well as the book, A Services Marketing Introspection: Snapshots, Reflections and Glimpses from the Experts. Currently under development is a third book, Service Theater: A Model for Success in Todays Experience Economy.
Dr. Grove is past chairperson of the Services Marketing Special Interest Group (SERVSIG) of American Marketing Association. In addition, Dr. Grove has served as guest editor for special editions of the European Journal of Marketing and the Journal of Advertising and has written for Marketing News and the Marketing Educator. He received the 2001 Eli Lilly Faculty Excellence Award for Outstanding Research and the 2000-2001 Senior Scholar Research Excellence Award from the College of Business and Behavioral Science at Clemson.