吃瓜tv

Publications

, Jaakkola Elina, Thanvarachorn Archareeporn,

Journal of Business Research Vol 210 (2026)

, , , Conduit Jodie

Journal of Service Management Vol 36, pp. 661-689 (2025)

Thongborisute Juthawan (Janice), Blasco Lorena, , Kastanakis Minas

Naples Forum on Service (2025)

, , Dessart Laurence, Delcourt Cecile

QUIS19 (2025)

, Azer Jaylan, Conduit Jodie

Journal of Service Theory and Practice Vol 35, pp. 165-170 (2025)

Azer Jaylan,

Journal of Service Research Vol 28, pp. 112-130 (2025)

Teaching

I have been nominated seven times by students as part of 吃瓜tv's Teaching Excellence awards across all categories (best overall, most passionate, most innovative, most supportive). I teach classes at both undergraduate and postgraduate taught level with current classes including 鈥楳anaging Customer Relationships鈥� (4^th year) and 鈥業nternational Services Marketing鈥� (MSc). At postgraduate research level I teach on the core 鈥楻esearch Methods鈥� module for the MRes in Research Methodology in Business and Management.

I have considerable overseas teaching experience having delivered classes for the Business School in both Hong Kong and Iran. I have been a visiting academic at Turku School of Economics in Finland, University of Paderborn in Germany, Aston Business School and Heriot-Watt University in the UK.

I have externally examined PhD students at Nottingham University, Deakin University (Melbourne, Australia), Cranfield University, Heriot-Watt University and Nottingham Trent University. I am currently also external examiner for the MSc in International Marketing at University of Glasgow.

Research Interests

My research interests are focused on opportunities and challenges associated with an increasingly knowledgeable and proactive customer base. A principal focus is research on engagement, a concept capturing the blurring of boundaries between firms, customers, and other external actors and where the aggregation of behaviours beyond transactions influence organisations, change institutions and shape markets. Significant successes include:

A best paper nomination (2014) in the Journal of Service Research for the paper: Jaakkola, E., & Alexander, M. (2014). The Role of Customer Engagement Behavior in Value Co-Creation: A Service System Perspective. Journal of Service Research, 17(3), 247-261.

Best paper in track awards at ANZMAC and Winter AMA conferences.

An Emerald 鈥楥itation of Excellence鈥� Award (2017)

Principal Investigator on an AHRC Collaborative Doctoral Award worth (拢57,597). The project 鈥淐ultural Heritage and Ancestral Tourism: reclaiming Scottish identity from "Highlandisation" is a collaboration with Glasgow Life.

Current active projects include investigating the relationship between engagement and customer journeys; 听actor engagement management; 鈥榝rom margin to mainstream鈥� using engagement to change entrenched consumption practices.

I have published widely in a range of Marketing, Service and Tourism journals including Journal of Service Research, Annals of Tourism Research, Journal of Travel Research, Tourism Management, European Journal of Marketing and Journal of Service Management.听

I serve on the editorial review board for: Journal of Service Research; The Journal of Business Research; and Journal of Service Theory and Practice.

Professional Activities

Participant

10/2026

Examiner

9/2026

Recipient

15/7/2025

Speaker

14/5/2025

Associate Editor

16/4/2025

Recipient

17/2/2025

Projects

Alexander, Matthew (Principal Investigator)

01-Jan-2025 - 31-Jan-2026

Alexander, Matthew (Principal Investigator) Johnstone, Jane (Co-investigator)

05-Jan-2025 - 01-Jan-2027

Alexander, Matthew (Principal Investigator) McLean, Graeme (Principal Investigator) Young, Nefertari (Co-investigator)

01-Jan-2018 - 01-Jan-2021

Johnstone, Jane (Principal Investigator) Alexander, Matthew (Principal Investigator) Bryce, Derek (Principal Investigator)

SERVSIG 2018 Conference, Paris: Opportunities for Services in a Challenging World.

11-Jan-2018

Nazifi, Amin (Academic) Gelbrich, Katja (Academic) Gr茅goire, Yany (Academic) El-Manstrly, Dahlia (Academic) Wirtz, Jochen (Academic) Koch, Sebastian (Academic) Raki, Amir (Academic) Nayer, Daud (Academic) Alexander, Matthew (Academic) Seyfi, Siamak (Academic)

Prior research on service failure and recovery predominantly focus on reactive strategies to reduce customers鈥� negative reactions (e.g. offering compensation, apology or an explanation why the failure has occurred) and there is a lack of research on more proactive strategies in dealing with service failures. In broad terms, proactivity is defined as anticipating and preventing problems before they materialize (Bateman and Crant 1999). In a service failure context, proactivity is defined as firms anticipating potential service failures and acting prior to customer reactions to control or minimize the impact of these failures. Combining the concept of proactivity with service recovery and the transformative service research framework, the research aims to examine its effects on firms (e.g. profitability, employee attrition, and negative word of mouth) as well as on customers (e.g. customer satisfaction and well-being).

01-Jan-2017 - 01-Jan-2022

Johnstone, Jane (Principal Investigator) Bryce, Derek (Principal Investigator) Alexander, Matthew (Principal Investigator)

Tourism and Leisure Studies Conference, Vancouver, Canada.

03-Jan-2017