Personal details

Name
Dr Sven Tuzovic
Position(s)
Senior Lecturer
Faculty of Business & Law,
School of Advertising, Marketing & PR
Discipline *
Marketing
Phone
+61 7 3138 4203
Fax
+61 7 3138 1894
Email
Location
View location details (QUT staff and student access only)
Identifiers and profiles
ORCID iD Twitter LinkedIn
Qualifications

PhD (University of Basel)

Professional memberships
and associations
  • American Marketing Association (AMA), 2006-current
  • AMA Services Marketing Special Interest Group (SERVSIG), 2006-current
  • Australian and New Zealand Marketing Academy (ANZMAC), 2007-current
  • European Marketing Academy (EMAC), 2009-current
  • Academy of Marketing Science (AMS), 2012-current
  • German Australian Business Association (GABA), 2017-current
  • Marketing Educators’ Association (MEA), 2009-2016
  • Puget Sound American Marketing Association (PSAMA), 2007-2015
Keywords

Services Marketing, Digital Marketing, Social Media Marketing, Wearable Technology, Healthcare, Emotions, Service Quality, Customer Satisfaction, Customer Loyalty, Internal Marketing

* Field of Research code, Australian and New Zealand Standard Research Classification (ANZSRC), 2008

Biography

Background

Dr. Sven Tuzovic is Senior Lecturer (US Associate Professor) in Marketing at QUT Business School in Brisbane, Australia. In 2020 he was Visiting Research Scholar at the Gabelli School of Business at Fordham University Lincoln Center in New York. Before joining QUT, he was tenured Associate Professor at Pacific Lutheran University and Visiting Professor at Griffith University, Murray State University, and the University of New Orleans. He holds a Doctoral Degree in Marketing from the University of Basel in Switzerland, a Master’s Degree from the Catholic University of Eichstaett-Ingolstadt, Germany, and a BBA from Georgia Southern University. His research has been published in leading academic journals including the Journal of Service Management, Journal of Services Marketing, Journal of Retailing and Consumer Services, and in international conference proceedings. He has won three Best Paper Awards and a Faculty Research Award at Pacific Lutheran University. Dr Tuzovic has been Associate Editor of the Journal of Services Marketing since 2014.

Qualifications

  • Doctoral Degree (Dr. rer. pol.), Marketing – University of Basel, Switzerland
  • Diplom-Kaufmann (MBA Honors), Services Marketing – Catholic University of Eichstaett-Ingolstadt, Germany
  • BBA, Business – Georgia Southern University, Statesboro, GA, USA

Research

My primary research interest since my studies in university is services management, in particular, managing and improving the service success chain to drive sustainable growth and profit. My research addresses four types of scholarship:

  • Scholarship of knowledge: I make unique contributions to knowledge within my discipline. For example, I answer the question how companies achieve sustained success as innovation leader or how social distancing impacts employee wellbeing.
  • Scholarship of integration: I make connections across disciplines, e.g., I apply marketing concepts such as value and customer engagement to improve service delivery in healthcare.
  • Scholarship of application: I demonstrate a commitment to using knowledge responsibly to solve problems of consequence to human welfare.
  • Scholarship of teaching: I have a track-record of disseminating knowledge gained in my teaching practice to improve the process of teaching and learning among my peers.

  Research interests

  • Services Marketing
  • Digital Marketing and Social Media Marketing
  • Adoption of emerging service technologies, including chatbots and service robots
  • Adoption of biometric health technologies, including smart wearables (e.g., fitness tracker)
  • Social distancing and wellbeing

International Research collaboration

Sven has built an international network collaborating with scholars of 28 institutions in Australasia, Europe, North and South America.

Current research projects

  • Customer engagement and experience
  • Service encounters
  • Impact of social distancing
  • Psychological ownership of service

  Awards and Honors

  • Faculty Recognition Award for Excellence in Partnerships and Engagement, QUT, School of Business, December 2019
  • Best Paper Award, AMA Marketing & Public Policy Conference, June 2019
  • Publons Peer Review Award, Top 1% in Economics & Business, 2018
  • Elsevier Reviewer Recognition, Journal of Retailing and Consumer Services, February 2018
  • Elsevier Reviewer Recognition, Journal of Business Research, August 2017
  • Senior Fellow of the Higher Education Academy (SFHEA), August 2017
  • Fellow of the Higher Education Academy (FHEA), November 2016
  • Academic Fellow in the 2014 Advertising Educational Foundation’s (AEF) Visiting Professor Program (VPP) with Leo Burnett, Chicago. The VPP is a 2-week fellowship to expose selected professors to the day-to-day operations of an advertising agency, marketing or media company in a major city of the U.S. (68 applications; 15 acceptances), 2014
  • Best Paper Award, 42nd EMAC Annual Conference, Istanbul, Turkey, 2013
  • Faculty Research Award, Pacific Lutheran University, School of Business, 2010
  • Teaching Award, track winner of the AMA Teaching and Learning SIG Marketing Lecture Slide Contest, 2008
  • Best Paper Award, 21st Service Workshop, London, 2007
This information has been contributed by Dr Sven Tuzovic.

Teaching

Teaching experience:

Undergraduate

  • Principles of Marketing
  • Services Marketing
  • e-Marketing
  • Marketing Management
  • Consumer Behavior
  • International Marketing
  • Selling and Sales Management
  • Promotion Management
  • Advertising

MBA/Post-Graduate

  • Services Marketing
  • Marketing Management
  • Strategic Brand Management
  • Distribution and Sales Management (Moscow)

Organizer and Faculty Leader of Study Abroad Programs

  • 10-day study abroad program with 8 students to Switzerland, Austria, Liechtenstein, and Germany. Business visits & management meetings with: WOLFORD, HILTI, Endress+Hauser, Feldschloesschen Brewery, SBB Swiss Rail Maintenance, FIFA, Mercedes-Benz, Porsche, RITTER SPORT, RECARO. Watch my Promotion Video
  • 10-day study abroad program with 14 MBA students to Zurich and Munich, 2012
  • 10-day study abroad program with 14 MBA students to Geneva and Zurich, 2011
  • 3-week study abroad program with 18 undergraduate students to Switzerland, 2009

Service Learning and Client Sponsored Projects

Organizer, recruiter and supervisor of more than 60 client-sponsored student marketing projects (both undergraduate and MBA level) in several courses (e-Marketing, marketing management, and brand management) since 2009 including marketing plans, brand audits, and the Google Online Marketing Challenge

This information has been contributed by Dr Sven Tuzovic.

Experience

Academic Experience – Full-time Positions

  • Associate Professor of Marketing, Pacific Lutheran University, School of Business, Tacoma, WA, USA, 2007-2015
  • Visiting Associate Professor, Griffith University, Department of Marketing, Brisbane, Australia, Mar-May 2014
  • Visiting Professor of Marketing, Murray State University, Department of Management, Marketing and Business Administration, Murray, KY, USA, 2006-2007
  • Visiting Professor of Marketing, University of New Orleans, Department of Marketing, New Orleans, LA, USA, 2005-2006

Academic Experience – Adjunct Positions

  • University of Hohenheim, Department of Marketing, Hohenheim, Germany, 2015
  • University of Kaiserslautern, Department of Marketing, Kaiserslautern, Germany, 2013
  • International School of Business of the Financial University (ISBFA), Moscow, Russia, 2010-2012
  • Frankfurt School of Finance and Management, Frankfurt am Main, Germany, 2011
  • Salzburg University of Applied Science, Salzburg/Puch, Austria, 2009

Industry Experience

  • Consultant, Dr. Wieselhuber & Partner (W&P), Munich, Germany, 2004-2005
This information has been contributed by Dr Sven Tuzovic.

Publications


For more publications by this staff member, visit QUT ePrints, the University's research repository.

Awards

Awards and recognition

Type
Appointment to Prestigious Positions
Reference year
2021
Details
SERVSIG is a special interest group of the American Marketing Association (AMA) founded in 1993 by Prof Ray Fisk, Texas State University (h-Index 45 and more than 12,000 citations). The mission is to be the premier platform worldwide for people, events, and ideas in the service field. SERVSIG hosts an annual SERVSIG Doctoral Consortium at the AMA Frontiers in Services Conferences. In recognition of roles as services expert I was invited to join the Board and appointed as new Education Officer. Read here the SERVSIG announcement: https://www.servsig.org/wordpress/2021/03/sven-tuzovic-new-education-officer/
Type
Visiting Professorships/Fellowships
Reference year
2020
Details
I was appointed by the Associate Vice President of Fordham University to join the Gabelli School of Business in New York as Visiting Research Scholar during my PDL / sabbatical in 2020 Sem 1. Unfortunately due to the COVID-19 outbreak I had to return to Brisbane early at the end of March 2020. However, my affiliation with Fordham University has enabled me to build new research collaborations with Prof Sertan Kabadayi, Head of Marketing, and other marketing faculty. My leadership of our productive research teams has already resulted in three journal publications (listed in RAD as Top #1, #2, #3) in Q1 journals (including one ranked also ABDC A*), a book chapter to be published in Palgrave MacMillan, London, and a paper accepted for the 2021 AMA Marketing & Public Policy Conference. All research projects are aligned with QUT's Research Priority "Health & Wellbeing" as they address the impact of COVID-19 and social distancing on services industries and the wellbeing of employees and consu
Type
Editorial Role for an Academic Journal
Reference year
2020
Details
In recognition of my original research and international contributions to the services marketing field I was invited in 2014 to join the Editorial Board of the Journal of Services Marketing (Q1, A, CiteScore 4.8) as Associate Editor. Since 2014 I was responsible for 70 manuscript recommendations (including 20 just for 2020). I have played a major role in the Editorial Team, and as a result the journal quality has substantially improved with the Impact Factor (IF) increasing from .7 to 3.195 in 2019.
Type
Academic Honours, Prestigious Awards or Prizes
Reference year
2019
Details
In recognition of my active engagement with various forms of media I was awarded the Faculty Recognition Award for Excellence in Partnerships and Engagement in December 2019. The award is linked to my original research (publication #4) published in a high quality journal (Q1, A, IF 3.195, CiteScore 4.8) which I subsequently disseminated to the public via my first The Conversation article (publication #5) resulting in a global audience of more than 34,000 readers and that led to five invitations for radio interviews on ABC and SBS in July 2019.
Type
Academic Honours, Prestigious Awards or Prizes
Reference year
2019
Details
The AMA Marketing and Public Policy Conference (MPPC) is the premier international event for marketing academics, public policy makers and marketing practitioners interested in social and public policy. The Theme of the 2019 MPPC was "Uncharted Territories: Consumer Rights, Well-Being and Public Policy". I was awarded with the "Best Paper Award" for my joined research with Prof Stefanie Paluch, RWTH Aachen University, entitled "Consumer Resistance of Behavioral-based Insurance Policies: The Moral Dilemma of Solidarity" presented at the MPPC in June 2019 in Washington DC. The paper is linked to my publication #4 "Persuaded self-tracking with wearable technology: carrot or stick?" (Q1, A) as well as publication #5 "Treat or trick: We asked people how they feel about sharing fitness data with insurance companies" (my first The Conversation article).
Type
Academic Honours, Prestigious Awards or Prizes
Reference year
2018
Details
My Publons Profile (https://publons.com/researcher/1408736/sven-tuzovic) demonstrates my significant roles as journal reviewer for 23 journals. I have conducted 114 verified reviews, including 16 reviews in 2021. In 2018 I conducted 34 reviews, and in recognition of my extensive contributions as reviewer, I was awarded the 2018 Publons Peer Review Award as Top 1% in Economics & Business Reviewer among Publon's global reviewer database. The reviews included high quality journals: -- 3x Journal of Business Research (Q1, A, IF 4.874, CiteScore 8.9); -- 4x Journal of Service Theory and Practice (Q1, A, IF 3.512, CiteScore 5.5); -- 4x European Journal of Marketing (Q1, A*, IF 2.135, CiteScore 3.6); -- 3x Journal of Retailing and Consumer Services (Q1, A, IF 4.219, CiteScore 7.4); -- 1x Journal of Public Policy and Marketing (Q1, A, IF 2.478, CiteScore 5.1).
Type
Fellowships
Reference year
2017
Details
In recognition of my journey as an educator and my evidence-based approach of learning and teaching to create stimulating and engaging learning environments for students I have been awarded twice by the Higher Education Academy (HEA): (1) In November 2016 I was recognized as Fellow; (2) In August 2017 I was recognized as Senior Fellow of the HEA.
Type
Visiting Professorships/Fellowships
Reference year
2014
Details
The Advertising Educational Foundation (AEF) in the U.S. has the mission to connect academia and industry in advertising and marketing to "educate and inspire the next generation of talent while advancing the understanding of marketing and advertising in society" (AEF.com). The Visiting Professor Program (VPP) is an AEF fellowship and immersion program to enhance professors' understanding of current developments and practices in advertising and marketing to inform their teaching and research, while bringing academic expertise to that company. In 2014 I was selected (acceptance Rate 22%) and honoured as Academic Fellow to participate in the VPP and engage with Leo Burnett, a global advertising company headquartered in Chicago. Being exposed first-hand to the day-to-day operations of a global ad agency has helped me to upskill myself and to deliver authentic real world applied client problems in my teaching practice. I developed a mutually beneficial relationship, sharing my research
Type
Visiting Professorships/Fellowships
Reference year
2014
Details
During my sabbatical at Pacific Lutheran University (PLU) I was invited as Visiting Associate Professor at Griffith University (March-May 2014). Teaching: I was Unit Coordinator and Instructor for one postgraduate unit, 7206MKT Services Sector Marketing and Operations, both face-to-face and online. The results of my Student Experience of teaching (SET) and Student Experience of Course (SEC) indicate high student satisfaction (SET = 4.1 and SEC = 4.0). 57% of students suggested to nominate me for an award. Research: I collaborated with Prof Rebekah Russell-Bennett (QUT) on a new research project on offshoring of accounting services. The leadership of this collaborative research project has led to a conference presentation and publication in the proceedings of 2014 Australian and New Zealand Marketing Academy (ANZMAC) Conference held in Brisbane. We continued our collaboration since I joined QUT and were awarded with a grant from the AMPR Research and Development Committee of $5,500
Type
Academic Honours, Prestigious Awards or Prizes
Reference year
2013
Details
The European Marketing Academy (EMAC) is a "professional society for people involved or interested in marketing theory and research" (hwww.emac-online.org/about-emac). Established in 1975, EMAC is the leading communication network for disseminating information and promoting international exchange in the field of marketing. Currently, EMAC has over 1,000 members from more than 50 different countries across five continents. In 2013, I was awarded the "Best Paper Award" for my joined original research with Prof Jochen Wirtz (h-Index 73), National University of Singapore, and Prof Volker Kuppelwieser (h-Index 17), NEOMA Business School, for our manuscript entitled "Is the Role of Marketing Diminishing? Results from three Geographical Regions: Asia, Europe and USA" which I presented at the EMAC, KSMS, and GAMMA Joint Symposium: "Bridging Asia and Europe in Interconnected Marketing" of the 42nd EMAC Annual Conference, June, Istanbul. The Best Paper Award is linked to my publication #8: The r

Supervision

Current supervisions

  • Credibility assessment of customer generated big data using advanced data analytics techniques
    PhD, Associate Supervisor
    Other supervisors: Dr Udo Gottlieb, Dr Rory Mulcahy
  • Exploring value co-destruction in the Sharing Economy: The impact on consumers well-being exemplified in Peer-to-peer Accommodation
    PhD, Associate Supervisor
    Other supervisors: Dr Edwina Luck, Dr Lars Isaksson
  • Do Your Eyes Give You Away: Consumers Responding to Eye Tracking Adaptive Retail Websites to Set the Price of Goods
    PhD, Associate Supervisor
    Other supervisors: Professor Brett Martin
  • Exploring the Concept of Creativity and Entrepreneurial Intentions to Internationalise: A Digital-born Service Firm Perspective
    MPhil, Associate Supervisor
    Other supervisors: Dr Charmaine Glavas
  • Speciesism and AI product purchase intention: The moderating role of brand positioning
    MPhil, Associate Supervisor
    Other supervisors: Dr HS Jin, Dr Jay Kim
  • Value Co-destruction in a Service Ecosystem - A case for Mobility as a Service (MaaS)
    MPhil, Principal Supervisor
    Other supervisors: Dr Charmaine Glavas

Completed supervisions (Doctorate)

Completed supervisions (Masters by Research)