The Service Innovation Alliance Experts

The Service Innovation Alliance Experts

The Service Innovation Alliance brings together experts from various disciplines within UQ Business School to address key business challenges.

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SIA membersThe research expertise of our service researchers has already resulted in international recognition  (Ostrom et al., 2015)

The Service Innovation Alliance (SIA) is led by internationally recognised experts Professor Janet McColl-Kennedy (Marketing) and Professor Brent Ritchie (Tourism).

Professor McColl-Kennedy is a Fellow of the Australian Marketing Institute and leads several international teams comprised of members from the University of Cambridge, Karlstad University in Sweden, Cornell and Arizona State University, USA to name just a few.

Professor Brent Ritchie Professor Ritchie's research interests focus on understanding risk both from an individual and organisational perspective. His work explores risk attitudes and response strategies to effectively respond and recover from crises and disasters.



Professor Janet R. McColl-Kennedy – Services marketing, customer value and customer experience management, health professions and retail.

Professor Brent W. Ritchie – Risk and travel health/safety, sustainability, tourism and aviation.


Key Researchers

Dr Nicole Hartley – Services marketing, service technology and communication health, retail, tourism and not for profit.

Professor Marta Indulska – Process improvement and modelling, data quality, retail and government services.

Dr Kumar Rakesh Ranjan – Process improvement and modelling, data quality, retail and government services.

Associate Professor David Solnet – Service work/worker (attraction and retention, engagement, youth), service management, hospitality and tourism.

Dr Alastair Tombs – Services marketing, consumer emotions, retail and service environments.

Professor Martie-Louise Verreynne – Innovation and entrepreneurship, business models, service businesses and government.

Dr Gabby Walters – consumer behaviour, image and reputation management and recovery, hospitality and tourism.

Associate Professor Jay Weerawardena – Services marketing, innovation and social impact, not for profit sector.

Associate Professor Tim Kastelle – collaborative network structure, innovation performance and Evolution of national innovation systems.

Dr Christoph Breidbach – technology transformation, service ecosystems, information systems and service science.

Dr Lilliemay (Lily) Cheung – transformative service research, service systems, value cocreation, resilience and wellbeing.

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