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
In 2026, Sven was appointed as new Co-Chair for SERVSIG, the American Marketing Association (AMA) Special Interest Group, after serving over five years as Education Officer. He also serves as Associate Editor for the Journal of Services Marketing (JSM) and Journal of Service Management (JOSM).
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
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
- Tuzovic, S. & Paluch, 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, Article 102280. 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, Article 102892. 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
- Membership of Committee or Reference Group
- Reference year
- 2021-2026
- Details
- Board Member and Education Officer for SERVSIG
- Type
- Visiting an External Institution
- Reference year
- 2020
- Details
- Appointed as Visiting Research Scholar at Gabelli School of Business, Fordham University, New York
- Type
- University Prize including VC Award
- Reference year
- 2019
- Details
- Type
- Membership of Network or Professional Body
- Reference year
- 2017
- Details
- Senior Fellowship, Higher Education Academy (SFHEA)
- Type
- Best Paper/Article/Poster/Presentation
- Reference year
- 2013
- Details
- I received the "Excellent Award" at the EMAC, KSMS & GAMMA Joint Symposium in Istanbul 2013 for my paper titled "Is the Role of Marketing Diminishing? Results From Three Geographical Regions: Asia, Europe and USA.
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
- The use of chatbots for mental healthcare and emotional wellbeing
You can browse existing student topics offered by QUT or propose your own topic.
Current supervisions
- Generative AI in Healthcare: Antecedents, Emotional Engagement, and Customer Wellbeing
PhD, Principal Supervisor
Other supervisors: Associate Professor Udo Gottlieb
Completed supervisions (Doctorate)
- 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 transformative service paradox and vulnerability: immunocompromisation and social isolation in a post-lockdown Australia (2026)
- Chatbot as a service recovery agent: The role of chatbot disclosure on perceived justice, customer forgiveness and negative word-of-mouth (2023)
- How Speciesism Affects Artificial Intelligence (AI) Adoption Intent (2022)
- Exploring the concept of creativity and entrepreneurial intentions to internationalise: A digital-born service firm perspective (2021)
- How Institutional Pressures Influence Data-Driven Corporate Communications (2021)
- The Influence of Anthropomorphic Spokescharacters on Consumers' Recycling Intentions (2021)
- Back on the Market: Understanding Heterosexual Mature Adult Protective Sexual Behaviours (2020)
- Mobile-Assisted Showrooming and the Influence of Location-Based Advertising on Consumers' Purchase Intentions (2020)
The supervisions listed above are only a selection.