1348237
Associate Professor
Sven Tuzovic
Faculty of Business & Law,
School of Advertising, Marketing & PR
Biography
Dr Sven Tuzovic is Associate Professor of Marketing at QUT in the Faculty of Business & Law. Before joining QUT, he was Associate Professor at Pacific Lutheran University and Visiting Professor at Griffith University, Murray State University, and the University of New Orleans. In 2024, Sven participated in the Fall 2024 Semester at Sea Voyage, teaching two courses of Marketing and Services Marketing on a cruise ship, the MV World Odyssey, that circumnavigates the globe, visiting 15 countries in Europe, Africa, and Asia.Sven specializes in services research and his research interests include:
- service quality and customer experience
- technology including AI and service robots
- transformative service research and wellbeing
Sven serves as Education Officer for the American Marketing Association (AMA) Special Interest Group SERVSIG and as Associate Editor for the Journal of Services Marketing.
Expertise related to UN Sustainable Development Goals
In 2015, UN member states agreed to 17 global Sustainable Development Goals (SDGs) to end poverty, protect the planet and ensure prosperity for all. This person’s work contributes towards the following SDG(s):
Personal details
Positions
- Associate Professor
Faculty of Business & Law,
School of Advertising, Marketing & PR
Keywords
Services Marketing, Digital Marketing, Social Media Marketing, Marketing Strategy, Technology, Service Robots, Human-Robot Interaction, Artificial Intelligence, Customer Experience, Wellbeing
Research field
Marketing, Artificial intelligence, Health services and systems
Field of Research code, Australian and New Zealand Standard Research Classification (ANZSRC), 2020
Qualifications
- PhD (University of Basel)
Professional memberships and associations
- Education Officer, SERVSIG
- Associate Editor for the Journal of Services Marketing (JSM)
- Member of the Academy of Marketing Science (AMS), American Marketing Association (AMA), Australian and New Zealand Marketing Academy (ANZMAC), and European Marketing Academy (EMAC)
- Editorial Review Board Member for the European Journal of Marketing, Journal of Business Research, Journal of Service Management, Journal of Service Theory and Practice, and the Journal of Service Management Research
Teaching
- Undergraduate: Principles of Marketing, Consumer Behavior, Services Marketing,Digital Marketing, Marketing Management, International Marketing, Selling and Sales Management, Promotion Management, Advertising
- Postgraduate: Marketing Management, Services Marketing, Strategic Brand Management, Distribution and Sales Management
- MBA and EMBA: Marketing Management, Marketing Strategically
- Study Abroad Programs:
- Led 3-week UG study abroad program in Switzerland, 2009
- Led two 10-day MBA study abroad program in Switzerland, Austria, Liechtenstein, and Germany, 2011 and 2012
- Led 10-day UG & PG study abroad program in Switzerland, Austria, Liechtenstein, and Germany, 2017
- Semester at Sea, Fall Voyage 2024
Experience
Full-time Positions
- Associate Professor of Marketing, Pacific Lutheran University, School of Business, Tacoma, WA, USA, 2007-2015
- 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
Visiting Positions and Teaching/Research Scholar
- Global Teaching Scholar, Semester at Sea, Institute for Shipboard Education and Colorado State University, Sep-Dec 2024
- Visiting Research Scholar, Gabelli School of Business, Fordham University, New York, Feb-May 2020
- Visiting Associate Professor, Griffith University, Department of Marketing, Brisbane, Australia, Mar-May 2014
Publications
- Fiestas Lopez Guido, J., Kim, J., Popkowski-Leszczyc, P., Pontes, N. & Tuzovic, S. (2024). Retail Robots as Sales Assistants: How Speciesism Moderates the Effect of Robot Intelligence on Customer Perceptions and Behaviour. Journal of Service Theory and Practice, 34(1), 127–154. https://eprints.qut.edu.au/242948
- Tuzovic, S., (2024). The Changing Role of Frontline Employees in a Human-Robotic Workforce. In J. Sheth, V. Jain, E. Mogaji & A. Ambika (Eds.), Customer Centric Support Services in the Digital Age: The Next Frontier of Competitive Advantage (pp. 219–243). Palgrave Macmillan. https://eprints.qut.edu.au/238642
- Paluch, S. & Tuzovic, S. (2023). Human-Robot Collaboration: Managing the Integration of Service Robots in the Frontline. In M. Bruhn & K. Hadwich (Eds.), Gestaltung des Wandels im Dienstleistungsmanagement: Band 2: Kundenperspektive - Anbieterperspektive - Mitarbeiterperspektive (pp. 597–614). Springer Gabler. https://eprints.qut.edu.au/237680
- Bianchi, C., Tuzovic, S. & Kuppelwieser, V. (2023). Investigating the drivers of wearable technology adoption for healthcare in South America. Information Technology and People, 36(2), 916–939. https://eprints.qut.edu.au/229575
- Paluch, S., Tuzovic, S., Holz, H., Kies, A. & Jörling, M. (2022). 'My colleague is a robot' - exploring frontline employees' willingness to work with collaborative service robots. Journal of Service Management, 33(2), 363–388. https://eprints.qut.edu.au/214105
- Fiestas, J. & Tuzovic, S. (2021). Mobile-assisted showroomers: Understanding their purchase journey and personalities. Journal of Retailing and Consumer Services, 58. https://eprints.qut.edu.au/204681
- Tuzovic, S. & Kabadayi, S. (2021). The influence of social distancing on employee well-being: A conceptual framework and research agenda. Journal of Service Management, 32(2), 145–160. https://eprints.qut.edu.au/203329
- Tuzovic, S., Kabadayi, S. & Paluch, S. (2021). To dine or not to dine? Collective wellbeing in hospitality in the COVID-19 era. International Journal of Hospitality Management, 95. https://eprints.qut.edu.au/208071
- Tuzovic, S., (2020). Designing short-term, faculty-led study abroad programs: A value co-creation framework. In D. Velliaris (Ed.), Academic mobility programs and engagement: Emerging research and opportunities (pp. 57–79). IGI Global. https://eprints.qut.edu.au/133853
- Kabadayi, S., O'Connor, G. & Tuzovic, S. (2020). Viewpoint: The impact of coronavirus on service ecosystems as service mega-disruptions. Journal of Services Marketing, 34(6), 809–817. https://eprints.qut.edu.au/200181
QUT ePrints
For more publications by Sven, explore their research in QUT ePrints (our digital repository).
Filter publications:
A complete list of publications is available at: https://www.qut.edu.au/about/our-people/academic-profiles/sven.tuzovic
Awards
- Type
- Appointment to Prestigious Positions
- Reference year
- 2020
- Details
- Education Officer for SERVSIG. Read more here: https://www.servsig.org/wordpress/2021/03/sven-tuzovic-new-education-officer/
- Type
- Visiting Professorships/Fellowships
- Reference year
- 2020
- Details
- Appointed as Visiting Research Scholar at Fordham University
- Type
- Editorial Role for an Academic Journal
- Reference year
- 2026
- Details
- Associate Editor for the Journal of Services Marketing (3rd term, since 2014) and the Journal of Service Management (since 2026)
- Type
- Academic Honours, Prestigious Awards or Prizes
- Reference year
- 2019
- Details
- Faculty Recognition Award for Excellence in Partnerships and Engagement
- Type
- Academic Honours, Prestigious Awards or Prizes
- Reference year
- 2019
- Details
- Best Paper Award, AMA Marketing and Public Policy Conference (MPPC), the premier international event for marketing academics, public policy makers and marketing practitioners interested in social and public policy.
- Type
- Fellowships
- Reference year
- 2017
- Details
- Senior Fellowship, Higher Education Academy (SFHEA), UK
- 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
Looking for a postgraduate research supervisor?
I am currently accepting research students for Honours, Masters and PhD study.
- Trust formation in generative AI–supported mental health Services
- Investigating the rise of super apps: platforms, services, adoption
- The use of chatbots for mental healthcare and emotional wellbeing
You can browse existing student topics offered by QUT or propose your own topic.
Completed supervisions (Doctorate)
- Humanoid social robots in retailing: Barriers to consumer use (2024)
- Do your eyes give you away: Consumers reactance and privacy concerns to biometrically determining the price for goods and services (2023)
- Brand Selfie Credibility: Conceptualisation and Scale Development (2022)
- Influence of Value Co-Destruction on Actor Wellbeing in the Sharing Economy: An Exploratory Study in Peer-to-Peer Accommodation (2022)
- Designing Digitally-Enabled Tranformative Services for Vulnerable People's Mobility (2021)
Completed supervisions (Masters by Research)
The supervisions listed above are only a selection.