• Digital Transformation and Emerging Technologies (Big Data Analytics, Augmented Reality, Business Models)
  • Engagement Platforms and the Sharing Economy
  • Service Innovation and Design
  • Service Science



  • I am a Lecturer at the University of Melbourne, Department of Computing and Information Systems. Prior to joining the University of Melbourne, I was a Postdoctoral Scientist at the University of California, Merced, where I worked with Paul Maglio, and also held visiting positions at the Indian School of Business and IBM’s Almaden Research Center. My research addresses questions related to digital service innovation and transformation, and I have published widely on topics ranging from service experience, service innovation to engagement platforms in the Journal of Service Research, Industrial Marketing Management, Managing Service Quality, The Service Industries Journal, Service Science, Marketing Theory, and other outlets. I also serve on the Editorial Boards of the Journal of Service Research, the Journal of Business Research, the Journal of Service Theory and Practice, and hold a leadership position with the SIG Services at the Association for Information Systems.    


Member of

  • Association for Information Systems, SIG Services. Secretary and Treasurer 2013 -
  • INFORMS, Service Science Section. Member 2011 -


Selected publications



Education and training

  • PhD, University of Auckland 2012
  • MScIS, University of Muenster 2007
  • BScIS, University of Muenster 2007

Awards and honors

  • Outstanding Reviewer, Journal of Service Theory and Practice, 2016
  • Outstanding Paper Award, Managing Service Quality, 2015
  • Award for Excellence in Industry Engagement, Department of Computing and Information Systems, Melbourne School of Engineering, 2015
  • Academic Staff Award for Teaching Excellence, Melbourne School of Engineering, 2015
  • Outstanding Reviewer, Journal of Business Research, 2015
  • Best Paper of the Year, INFORMS Service Science Section, 2014
  • Lifetime Member, Beta Gamma Sigma, 2013
  • Best Paper Award, Naples Forum on Service, 2013



Available for supervision

  • Y

Supervision Statement

  • I am interested in supervising high-achieving Master and PhD research students. You should have a background in information systems, marketing, management or any other social science, and be interested in interdisciplinary research related to service innovation and digital transformation. If you have a computer science background, but seek to apply, for example, big data analytics to managerially relevant contexts, please contact me as well. I do not supervise purely technical projects. Before you contact me, please prepare: 1) A brief research proposal outlining your project and motivation 2) Your CV 3) Transcript of your academic results