Education Qualifications

PhD, London Business School, 1991 BBA Hons, Germany, 1986 Banking Exam, Chamber of Commerce and Industry, Munich, Germany, 1981

Academic and Professional Experience

Associate Professor of Marketing (with tenure), National University of Singapore, 2000 - current Associate Fellow in Executive Education, Said Business School, University of Oxford, 2008 - current Assistant Professor of Marketing, National University of Singapore, 1998 - 1999 Lecturer of Marketing, National University of Singapore, 1994 - 1997 Visiting Fellow of Marketing, National University of Singapore, 1992 - 1993

Selected Publications

Journal Articles

Opportunistic Customer Claiming During Service Recovery, with Janet R. McColl-Kennedy, Journal of the Academy of Marketing Science, 2010, published online first, DOI 10.1007/s11747-009-0177-6 Emotion Display Rules at Work in the Global Service Economy: The Special Case of the Customer, with Alicia Grande, Anat Rafaeli, Shy Ravid and Dirk Steiner, Journal of Service Management, 2010, forthcoming, Vol. 21, No. 4 Organizational Learning from Customer Feedback Received by Service Employees – A Social Capital Perspective, with Siok Kuan Tambyah and Anna S. Mattila, Journal of Service Management, 2010, forthcoming, Vol. 21, No. 4 Customers Behaving Badly: A State of the Art Review, Research Agenda and Implications for Practitioners, with Ray Fisk, Stephen Grove, Lloyd C. Harris, Dominique Keeffe, Kate Reynolds, and Rebekah Russell-Bennett, Journal of Services Marketing, 2010, forthcoming Regulatory Focus Theory, Trust and Privacy Concern, with May O. Lwin, Journal of Service Research, 2009, Vol. 12, No. 2, 190-207 Creative Restruction – How Business Services Drive Economic Evolution, with Michael Ehret, European Business Review, 2009, Vol. 21, No. 4, 380-394 Strategy and Organization at Singapore Airlines: Achieving Sustainable Advantage Through Dual Strategy, with Loizos Heracleous, Journal of Air Transport Management, 2009 Vol. 15, 274-279 Perceived Service Encounter Pace and Customer Satisfaction: An Empirical Study of Restaurant Experiences, with Breffni M. Noone, Sheryl E. Kimes and Anna S. Mattila, Journal of Service Management, 2009, Vol. 20, No. 4, 380-403 The Role of Store Environmental Stimulation and Social Factors on Impulse Purchasing, with Anna S. Mattila, Journal of Services Marketing, Vol. 22 (7), 562-567, 2008 Consumer Online Privacy Concerns and Responses: A Power-Responsibility Equilibrium Perspective, with May Oo Lwin and Jerome Williams, Journal of the Academy of Marketing Science, Vol 35 (4), 572-582, 2007, DOI: 10.1007/s11747-006-0003-3 Causes and Consequences of Consumer Online Privacy Concern, with May O. Lwin, Jerome D. Williams, International Journal of Service Industry Management, Vol 18, No 3, 326-348, 2007 How Effective Are Loyalty Reward Programs in Driving Share of Wallet?, with Anna S. Mattila and May Oo Lwin, Journal of Service Research, Vol.9, No. 4, 327-334, 2007, DOI: 10.1177/1094670506295853 The Role of Arousal Congruency in Influencing Consumers' Satisfaction Evaluations and In-Store Behaviors, with Anna S. Mattila and Rachel L.P. Tan, International Journal of Service Industry Management, Vol. 18, No. 1, 6-24, 2007 The Moderating Role of Familiarity in Fairness Perceptions of Revenue Management Pricing, with Sheryl E. Kimes, Journal of Service Research, Vol. 9, No. 3, 229-240, 2007, DOI: 10.1177/1054773804271935 Arousal Expectations and Service Evaluations, with Anna S. Mattila, International Journal of Service Industry Management, Vol. 17, No. 3, 229-244, 2006 Biometrics – The Next Frontier in Service Excellence, Productivity and Security in the Service Sector, with Loizos T. Heracleous, Managing Service Quality, Vol. 16, No. 1, 12-22, 2006 Biometrics Meets Services, with Loizos Heracleous, Harvard Business Review, February, p. 22-23, 2005 Consumer Cheating on Service Guarantees, with Doreen Kum, Journal of the Academy of Marketing Science, Vol. 32, No. 2, 159-175, 2004 Has Revenue Management Become Acceptable? Findings from an International Study on the Perceived Fairness of Rate Fences, with Sheryl E. Kimes, Journal of Service Research, Vol. 6, No. 2, 125-135, 2003 An Examination of the Quality and Context-Specific Applicability of Commonly Used Customer Satisfaction Measures, with Meng Chung Lee, Journal of Service Research, Vol. 5, No. 4, 345-355, 2003 Halo in Customer Satisfaction Measures – The Role of Purpose of Rating, Number of Attributes, and Customer Involvement, International Journal of Service Industry Management, Vol. 14. No. 1, 96-119, 2003 Congruency of Scent and Music as a Driver of In-store Evaluations and Behaviour, with Anna Mattila, Journal of Retailing, Vol.77, No.2, 273 - 289, 2001 Exploring the Role of Alternative Perceived Performance Measures and Needs-Congruency in the Consumer Satisfaction Process, with Anna Mattila, Journal of Consumer Psychology, Vol. 11, No. 3, 181-192, 2001 The Role of Pre-Consumption Affect in Post-Purchase Evaluation of Services, with Anna S. Mattila, Psychology & Marketing, Vol. 17, No. 7, 587-605, 2000 The Moderating Role of Target-Arousal State on the Impact of Affect on Satisfaction - An Examination in the Context of Service Experiences, with Anna Mattila, and Rachel L. P. Tan, Journal of Retailing, Vol. 76, No. 3, 347-365, 2000

Books/Monographs Authored

Services Marketing: People, Technology, Strategy, with Christopher Lovelock, Upper Saddle River, New Jersey: Prentice Hall, 7th edition, 626 pp, 2010, ISBN-13: 978-0-13-610721-7, Amazon.com ==> Download Sample Chapters: Managing People for Service Advantage & Building Customer Loyalty ==> Download Sample Case: Banyan Tree Hotels & Resorts ==> Services Marketing is available in some 20 languages and adaptations Essentials of Services Marketing, with Christopher Lovelock and Patricia Chew, Singapore: Prentice Hall, 2009, ISBN-13: 978-981-06-7995-8, eFlyer, Amazon.com Flying High in a Competitive Industry: Secrets of the Worlds' Leading Airline, with Loizos Heracleous and Nitin Pangarkar, Singapore: McGraw Hill, 2009, ISBN-13: 978-0071281966, eFlyer, Amazon.com

Membership And Professional Activities

Member of the following editorial boards: Cornell Hospitality Quarterly, Journal of Business Research, Journal of Retailing & Consumer Services, Journal of Service Management, Journal of Service Research, Managing Service Quality, Service Science, The Service Industries Journal, Australasian Marketing Journal Ad hoc reviewer for a large number of journals, incl European Journal of Marketing, Journal of Applied Social Psychology, Journal of Consumer Research, Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Services Marketing Member: Academy of Marketing Science (2000 - present), American Marketing Association (1992 - present), Association of Consumer Research (1995 - present) Member: American Chamber of Commerce, Singapore (2006 - present)

Consultation and Executive Experience

Founding Academic Director, UCLA - NUS Executive MBA Program, 2003 - current Fellow, NUS Teaching Academy, NUS think-tank on education matters, 2009 - current Chairman, Academic Advisory Board for UP Your Service! College, 2008 - current Member, NUS Business School Management Committee, 2002 - 2004, and 2006 - 2008 Director, Exel Global Business Excellence Program - Delivering Customer Service at a Profit, 2001 - 2006 Academic Director, Asia-Pacific Executive MBA (APEX-MBA) Program, 2002 - 2004 Director, Exel Young Leaders Program, 2003 - 2004 Director, Marketing Management Program, NUS, 2000 - 2003 Consulting & executive education clients have included: Accenture, Arthur D. Little, KPMG Allianz Re, American Express, Canara Bank, Citibank, Kookmin Bank, LG Capital, World Bank KPN, Nokia, MobileOne, Motorola, PCCW-HKT, Shanghai Post and Telecom, SK Telecom DHL, Exel, SembCorp Logistics Singapore Airlines, Starwood Hotels & Resorts Worldwide Ron Kaufman Pte Ltd, Up Your Service! Pte Ltd Abacus International, Thomson Reuters Fujitsu, HP, Intel, Microsoft, Sony Louis Vuitton Philips Healthcare, Phillips Customer Care Centres, Sanofi-Aventis Defence Science and Technology Agency, Jurong Town Corporation, National Library Board, Singapore Tourist Board, Tuas Power Shell Tata Group, Titan Industries NUS Executive Development Programs, incl. Stanford-NUS Executive Program, NUS Advanced Management Program and NUS Strategic Services Marketing Program

Research Interests

Customer feedback systems, customer satisfaction measurement and modelling Opportunistic consumer behaviour Role of affect in satisfaction models Pricing of services and revenue management Service recovery and service guarantees Services marketing

Courses

BMU5014  Services Marketing (UCLA - NUS EMBA) BME5011  Services Marketing (APEX-MBA) BMU5017A & B  Management Practicum (UCLA - NUS EMBA)

Honours & Awards

NUS Business School Outstanding Educator Award 2009/10 Outstanding Educator Award, NUS Business School, 2008 Emerald Literati Network Award for the Paper with the Best Practical Implications for an article published in Managing Service Quality, 2008 University-wide Annual Teaching Excellence Award, National University of Singapore, 2007/08 Emerald Literati Club Highly Commended Award for Excellence for an article published in Journal of Service Management, 2007 Emerald Literati Club Highly Commended Award for Excellence for an article published in Managing Service Quality, 2006 Emerald Literati Club Outstanding Paper Award for Excellence for the best article published in Journal of Service Management in 2006/07 Reviewer of the Year 2006 Award, Australasian Marketing Journal University-wide Excellent Teacher Award, National University of Singapore, 2005/06 Faculty Educator Award, NUS Business School, 2005/2006 University-wide Outstanding Educator Award, National University of Singapore, 2003 Emerald Literati Club 2003 Award for Excellence for the 'Most Outstanding Paper' of the year published in the Journal of Service Management, 2002 University-wide NUS Excellent Teacher award, National University of Singapore, 2002 Emerald Literati Club 2002 Highly Commended Award for Excellence for an article published in Managing Service Quality, 2002 Top ranked educator of the NUS Business School, nominated for the University-level Outstanding Educator Award, 2002 Emerald Literati Club 2002 Highly Commended Award for Excellence for an article published in the Journal of Service Management, 2001 Best Paper Award for a paper presented at The Hospitality & Tourism Educators 2001 Annual Conference, Toronto, Canada, 2001 Outstanding Educator Award, NUS Business School, 2001 MBA Alumni Award for Excellence in Instruction, NUS Business School, 1999 MCB University Press Literati Club Award for Excellence for an article published in the Journal of Service Management, 1999