Personal details

Name
Dr Sven Tuzovic
Position(s)
Senior Lecturer
QUT Business School,
Advertising, Marketing and Public Relations
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)
  • AMA Services Marketing Special Interest Group (SERVSIG)
  • Academy of Marketing Science (AMS)
  • European Marketing Academy (EMAC)
  • Australian and New Zealand Marketing Academy (ANZMAC)
  • German Australian Business Association (GABA)
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 within the School of Advertising, Marketing and Public Relations (AMPR) at the QUT Business School. Prior to joining QUT, Sven was Associate Professor at the Business School of Pacific Lutheran University, Tacoma, WA, USA. He has been a Visiting Professor at Griffith University, Murray State University, and the University of New Orleans. In 2014 he joined Leo Burnett in Chicago as a participant in the Advertising Educational Foundation’s (AEF) Visiting Professor Program (VPP), a two-week fellowship to expose selected professors to the day-to-day operations of a global advertising agency. Dr Tuzovic is currently Associate Editor of the Journal of Services Marketing.

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

Sven is an active researcher in the areas of services marketing, service quality, and customer (dis)loyalty in high-touch, people-processing services such as airlines, real estate, healthcare and legal services. More recently, his research has expanded to include the adoption of new technology in healthcare, in particular wearable technology. Sven also considers teaching to be vitally important in his profession and publishes consistently research in the field of education. As Chief Investigator and team leader he has investigated several research questions leading to contributions to knowledge within services marketing and across different disciplines. These include:

  • What is the role of marketing in today’s firms and how does it differ between Western versus Eastern countries?
  • What are the effects of service unbundling and ancillary fees on customer behaviour? What is the relationship between fee acceptability and negative emotions such as anger?
  • What are the determinants of service convenience in the context of health care services? How does self-service technology in health care influence patients’ perceived service convenience?
  • Why do customers become frustrated with loyalty programs, and how does frustration sensation lead to implicit and explicit frustration behaviour? How do customers voice their frustration on consumer rating sites (e.g. epinions.com)?
  • What are the determinants of real estate service quality in the context of online and offline service encounters?

  Research interests

  • Services marketing
  • Service quality
  • Customer Satisfaction and Loyalty
  • Digital Marketing
  • Social Media Marketing
  • Technology adoption
  • Wearable technology

International Research collaboration

Sven has built a strong international network collaborating with scholars in Europe, the U.S., Singapore, and Australia/New Zealand that has resulted in A-ranked journal publications, conference presentations and/or new research projects. These network collaborations include:

  • Jochen Wirtz, National University of Singapore
  • Rebekah Russell-Bennett, Queensland University of Technology
  • Alastair Tombs, University of Queensland
  • Jamie Murphy, Australian School of Management
  • Joerg Finsterwalder, University of Canterbury, NZ
  • Volker Kuppelwieser, Rouen Business School, France
  • Manfred Bruhn, University of Basel, Switzerland
  • Dominik Georgi, Lucerne University of Applied Sciences and Arts, Switzerland
  • Karsten Hadwich, University of Hohenheim, Germany
  • Merl Simpson, Pacific Lutheran University, USA
  • Ray Fisk, Texas State University – San Marcos, USA
  • Mark Rosenbaum, Northern Illinois University, USA
  • Glynn Mangold, Murray State University, USA

Current research projects

  • Adoption of Smart Health Wearables across Cultures
  • Psychological Ownership of Service
  • Consumer resistance to offshoring accounting services

  Awards

  • 2017: Recognized as Senior Fellow of the Higher Education Academy (SFHEA)
  • 2017: Recognized as Fellow of the Higher Education Academy (FHEA)
  • 2016: Recognized as Certified Practicing Marketer (CPM), Australian Marketing Institute
  • 2014: 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).
  • 2013: Best Paper Award: “Is the Role of Marketing Diminishing? Results from three Geographical Regions: Asia, Europe,andUSA”, co-authored with Jochen Wirtz and Volker Kuppelwieser – 42nd EMAC Annual Conference, Istanbul, Turkey.
  • 2010: Faculty Research Award, Pacific Lutheran University, School of Business
  • 2008: Teaching Award, track winner of the AMA Teaching and Learning SIG Marketing Lecture Slide Contest
  • 2007: Best Paper Award – “Are Renters Different than Buyers? An Exploratory Study of Technical and Functional Quality in the Real Estate Industry” – 21st Service Workshop, London, UK.
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
Editorial Role for an Academic Journal
Reference year
2018
Details
Associate Editor and Reviewer for the Journal of Services Marketing (JSM) since 2014
Type
Visiting Professorships/Fellowships
Reference year
2014
Details
Visiting Professor Program (VPP), a 2-week fellowship to expose selected professors to day-to-day operations of an advertising agency, marketing or media company in a major city of the U.S. (68 applications; 15 acceptances)
Type
Academic Honours, Prestigious Awards or Prizes
Reference year
2013
Details
Best Paper Award for manuscript entitled "Is the Role of Marketing Diminishing? Results from three Geographical Regions: Asia, Europe and USA", co-authored with Jochen Wirtz and Volker Kuppelwieser, presented at the EMAC, KSMS, and GAMMA Joint Symposium: "Bridging Asia and Europe in Interconnected Marketing", 42nd EMAC Annual Conference, Istanbul, Turkey, June 4-7, 2013
Type
Funding Award
Reference year
2013
Details
Recipient of the PLU Karen Hille Phillips Regency Advancement Awards. The purpose of these annual awards are intended to enhance opportunities for the professional development of the university's faculty. Proposal titled "Feeling Nickel and Dimed? Investigating Consumer Appraisals of Ancillary Fees"
Type
Academic Honours, Prestigious Awards or Prizes
Reference year
2010
Details
Faculty Research Award at Pacific Lutheran University, School of Business
Type
Funding Award
Reference year
2009
Details
Recipient of the PLU Karen Hille Phillips Regency Advancement Awards. The purpose of these annual awards are intended to enhance opportunities for the professional development of the university's faculty. Proposal titled "The influence of student's co-creation experiences during J-term study-abroad programs on perceived relational benefits and behaviors"
Type
Academic Honours, Prestigious Awards or Prizes
Reference year
2007
Details
Best Paper Award for manuscript entitled "Are Renters Different than Buyers? An Exploratory Study of Technical and Functional Quality in the Real Estate Industry", presented at the 21st Service Workshop, Westminster Business School, London, UK, November 15-17, 2007

Supervision

Completed supervisions (Masters by Research)

  • Empirische Analyse der Akzeptanz und Nutzung von Wearable Technologies (2016)
  • User acceptance of smart wearables: A qualitative empirical analysis from the consumers¿ perspective (2016)