Strategic Service Institute Faculty and Presentations

Service Management – Module 1

Creating and Managing Cross-Functional Project Plans

Gwen Ortmeyer, Ph.D.

Faculty Director and SSI Executive Coach
Strategic Service Institute 



Services Expectations Management

Felicia Morgan, Ph.D.

Associate Professor of Marketing
College of Business
University of West Florida

Eric Knott Headshot

Services Employees

Eric Knott, Ph.D.

Assistant Teaching Management Professor
W. P Carey School of Business
Arizona State University


Thomas Hollmann

Creating and Managing Cross-Functional Project Plans

Thomas Hollman, Ph.D.

Clinical Associate Professor
Department of Marketing 
W. P. Carey School of Business
Arizona State University

David is Faculty Emeritus, and Former Chief Academic Officer, Thunderbird School of Global Management where he also was the G. Robert & Katherine Herberger Chair in Global Management; and is a member of the “Distinguished Global Faculty Network”, Center for Services Leadership, Arizona State University. David has a Ph.D. in Business Administration (Organizational Behavior) and an M.B.A., both from Michigan State University. His B.A. is from Alma College, Alma, Michigan where he has also served on the Board of Trustees. His service research has focused on issues such as employee empowerment, service climate and culture, “strong” HRM systems, managing customers as human resources, and the changing roles of employees in service delivery. He received the “Christopher Lovelock Career Contributions to the Services Discipline Award”; served as an Associate Editor, Journal of Service Research; received Article of the Year Awards from Academy of Management Perspectives and Journal of Service Research, and earned the prestigious Academy of Management Review “Decade Award” for article impact. He has also published in Journal of Applied Psychology, Harvard Business Review, Academy of Management Journal, Organization Science, Sloan Management Review, Organizational Dynamics, and Journal of Service Management. His books include the interdisciplinary Advances in Services Marketing and Management series, JAI Press, and Winning the Service Game, Harvard Business School Press.

Advanced Service Leadership (ASL) – Module 2


Services Culture

David Bowen, Ph.D.

Faculty Emeritus
Thunderbird at Arizona State University

martin mende

Services Technology

Martin Mende, Ph.D.

Professor of Business Administration
Florida State University

tony peloso

Customer Engagement

Tony Peloso

Adjunct Marketing Professor
Kenan-Flagler Business School
University of North Carolina at Chapel Hill

steve koch

Change Management 

Steve Koch 

Managing Partner
Cast and Hue


Christopher Lee is a Clinical Assistant Professor who joined the W.P. Carey School of Business from Temple University in Philadelphia. Professor Lee's research interests include framing, linguistics, and communication. His recent article in the Journal of Retailing looks at the effectiveness of cues such as "best seller" and "limited edition" based on whether consumers are buying for themselves or someone else. Professor Lee has a background in the sports industry, having worked with Turnkey Sports and Entertainment, the NBA's Golden State Warriors, sports cap manufacturer New Era Cap and Camelback Ranch, the spring-training home of the Los Angeles Dodgers and Chicago White Sox. Professor Lee earned his Ph.D. in marketing from the University of Oregon and his Bachelor's degree in Legal Studies from the University of California, Berkeley. In addition, Professor Lee is also a graduate of the Master of Business Administration program at Arizona State University where his concentration was sports business.
Douglas Olsen, B.Sc., MBA, Ph.D. is an Associate Professor of Marketing in W. P. Carey School of Business at Arizona State University and Coordinator of the Strategic Marketing and Services Leadership Specialization. Douglas has been active in both graduate and undergraduate programs and teaches marketing strategy, research methodology and marketing communication. He has been an instructor in a broad range of executive development programs related to business strategy and service excellence. He currently serves as Faculty Director of the Strategic Service Institute, held annually at the Center for Service Leadership at ASU, and the Faculty Director of the Strategic Marketing and Services Leadership (SMSL) Specialization in the W. P.&nbps;Carey MBA Program. Over the past two decades, his dedication to teaching has been recognized with numerous awards for instructional excellence. On a pragmatic level, Douglas has been actively involved in consultation to both government and private enterprise. Current academic work focuses on factors limiting and enhancing the success of innovation and technology commercialization, as is focused on in his recent book, The Five Laws of Innovation Success: Generating Critical Momentum for Products, Services and Ideas. His academic research has been published in journals that include: Journal of Advertising, Journal of Advertising Research, Journal of Consumer Research, Journal of Business Research, Journal of Public Policy and Marketing, Journal of Experimental Psychology: Applied, Journal of Consumer Psychology an International Journal of Research in Marketing. His research has been presented at over 30 conferences in Canada, the United States, Europe, South America and Australia. On a personal side, Douglas is fascinated by contemporary design, and enjoys traveling, furniture making, browsing eBay for “really cool old stuff” and spending time outdoors. He may be contacted via email at or by phone (480) 965-6157.

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