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Prof

Liliana Bove

Professor
Management And Marketing
Modern Slavery
Customer service
Customer citizenship behaviour
Donation behaviour
Prosocial behaviour
Relationship marketing
Front-line staff well-being
social sciences
business & economics
Liliana Bove's Profile Picture
Prof

Liliana Bove

 
Division
Business And Economics
 
Primary Interest
Customer Service
Liliana Bove's Profile Picture
Prof

Liliana Bove

 

Professor Bove is a passionate service marketer who researches how positive interactions between customers and front-line staff can affect the subjective wellbeing of both and help the service organisation thrive.
In current work she focusses on customer citizenship behaviours: voluntary, helpful behaviours towards the staff, the organisation, or other customers, which are not required for the service to be delivered, but which can positively affect performance outcomes.
Her interest in customer citizenship behaviour has extended more generally to prosocial behaviour such as organ donor registration, blood donation and volunteering.

Her past research has informed strategy at the Australian Red Cross Blood Service on how to recruit and retain blood donors or, depending on blood type, convert them to more suitable apheresis donors. She has also assisted Zoos Victoria to mobilise greater resources to protect endangered wildlife by examining ways to improve member engagement and volunteer empowerment.
Professor Bove’s research into stigmatised service employees in crisis, empathy in commercial interactions, and how to mitigate the risks of modern slavery is founded on the belief that marketing offers principles and theories that allow firms to do well by doing good.
Professor Bove is a distinguished member of the Australian and New Zealand Marketing Academy (ANZMAC) and is on the board of the Australasian Promotional Products Association. She is an Area Editor of the Journal of Services Marketing and on the editorial review board of Journal of Service Management, Journal of Business Research, Journal of Service Theory and Practice, Australasian Marketing Journal and the Academy of Marketing Science Review.

Projects

Displaying the 2 most recent projects by Liliana Bove.

Additional Information

2015 Faculty of Business and Economics Research Grant, Liliana Bove, Paul Bergy, and Jill Lei for "Increasing Member Engagement in Wildlife Conservation: A Case of Zoos Victoria" $9339.70 2013 Faculty of Business and Economics Research Grant, Paul Bergy and Liliana Bove for "Consumer Learning and the Adoption of Innovative, Sustainable Products"

7,561 2012 Faculty of Business and Economics Research Grant, Liliana Bove and Simon Pervan for "The use of marketing communications to generate empathic concern for socially stigmatized service workers”
9047 2011 Faculty of Business and Economics Research Grant, Liliana Bove and Tim Bednall for "A Meta-Analytic Review of Predictors of Blood Donation Behaviour"
4,719 2010 Vice-Chancellor's Engagement Award. Staff Project Grant: Liliana Bove, Danielle Chmielewski-Raimondo, Jill Lei, Anish Nagpal, Ben Neville, and Marcus Phipps for "Shaping Donation Behaviour: Matching Recognition and Benefits with Donor Motives" $9,823 2010 Project no. S12-0945: Dr Margaret Jekanyika Matanda, Professor Harmen Oppewal, Dr Tim Bednall and Dr Liliana Bove, ‘Enhancing and Retaining Donor Relationships Using Internet-based Communication’, Joint project with Monash University and Australian Red Cross Blood Service as the Industry partner. ARCBS cash contribution total $30,000 and in-kind contribution total $9,100 over one year. 2009 Project no. LP100100408: Dr Barbara M Masser, Dr Katherine M White, Dr Liliana L Bove, Professor Deborah J Terry “The initiation and maintenance of plasma and platelet donation in Australia: An analysis of the role of donor identity and commitment” Australian Research Council, Linkage Grant, Round 1 2010. ARC Funding Total $371,000 over three years Partner Organisation (Australian Red Cross Blood Service): Cash Contribution total $229,980 over three years and in-kind support to the value of $275,418 over three years. 2009 Project no. S12-0946: Dr Phil Harris, Dr Liliana Bove, Dr Anish Nagpal, Dr Elison Lim, Dr Ben Neville and Dr Danielle Chmielewski. “Shaping donation behaviour: matching recognition and benefits with donor motives”, Australian Red Cross Blood Service (Industry partner) Cash contribution total $67,438 over two years, In-kind contribution total $44,800. 2009 Ingo Karpen, Bryan Lukas and Liliana Bove, “Developing a service dominant orientation scale” International Car Distribution Program Australia ICDPA (Industry partner),
5,500. 2006 Philip Shum, Liliana Bove and Seigyoung Auh, “Employee commitment to CRM-led Change: The missing link to successful CRM implementation”, The CRM Research Center Rutgers Business School, The State University of New Jersey, $5,000 US 2005 Liliana Bove, "Applied Marketing Research" Faculty of Economics and Commerce Teaching Innovation and Staff Development Grant, $2,766 2004 Bryan Lukas and Liliana Bove, “How Marketing Capabilities Improve the Cash Flow and Viability of Small and Medium Enterprises”, Faculty of Economics and Commerce Research Grant,
3,000 2004 Liliana Bove, “Investigating Motives and a Typology of Customer Citizenship Behaviour in East-West Cultures”, Faculty of Economics and Commerce Research Grant,
2,000 1999 Liliana Bove, “Customer Relationships with Service Personnel and Their Impact on Service Loyalty”, Department of Marketing, Monash University, Small Research Grant, $2,100

Scholarly Works

Displaying the 73 most recent scholarly works by Liliana Bove.

News

Displaying the most recent news article by Liliana Bove.

Honours, Awards and Fellowships

2017

2016 Prize for Exceptional Distinction in Research Training

Faculty of Business and Economics, The University of Melbourne

2016

Highly Commended Award for “Stigmatized Service Workers in Crisis: Mitigating the Effects of Negative Media”

Journal of Service Theory and Practice

2016

Dean’s Certificate for Research Excellence in 2015

Faculty of Business and Economics, The University of Melbourne

2016

Best Paper in the Social Marketing Track, University of Canterbury, Christchurch, NZ

Australian and New Zealand Marketing Academy

2016

Distinguished Membership

Australian & New Zealand Marketing Academy

2014

Dean's Certificate for Excellent Undergraduate Teaching in 2013

Faculty of Economics and Commerce, The University of Melbourne

2013

AMA SERVSIG Best Article Award for 2012

American Marketing Association

2013

Dean's Certificate for Excellent Undergraduate Teaching in 2012

Faculty of Business and Economics, The University of Melbourne

2012

Best Paper in Services Marketing Track

Australian and New Zealand Marketing Academy

2012

Top 10 Poster

Interrnational Society of Blood Transfusion

2010

Dean's Certificate for Excellent Undergraduate Teaching

Faculty of Economics and Commerce, The University of Melbourne

2010

Journal of Services Marketing Highly Commended Paper

Emerald Literati Network Awards for Excellence

2009

Best Paper in Strategic Marketing Track

Australian and New Zealand Marketing Academy

2008

Dean's Certificate for Excellent Undergraduate and Postgraduate Teaching

Faculty of Economics and Commerce, The University of Melbourne

2007

Dean's Certificate for Excellent Undergraduate and Postgraduate Teaching

Faculty of Economics and Commerce, The University of Melbourne

2007

Outstanding Reviewer for European Business Review

Emerald Literati Network

2006

Dean's Certificate for Excellent Undergraduate and Postgraduate Teaching

Faculty of Economics and Commerce, The University of Melbourne

2006

Emerging Researcher Award

Australian and New Zealand Marketing Academy

2005

Dean's Certificate for Excellent Postgraduate Teaching

Faculty of Economics and Commerce, The University of Melbourne

2005

Best Paper in the Consumer Behaviour, Business Interaction, Relationships and Networks and Relationship Marketing Tracks

Australian and New Zealand Marketing Academy

2005

Emerald Literati Network Most Downloaded Articles Top 200

Emerald Literati Network Awards for Excellence

2004

Dean's Certificate of Excellent Postgraduate Teaching

Faculty of Economics and Commerce, The University of Melbourne

2003

Emerald and Managing Service Quality Award for Best Conference Paper

AMA Servsig Services Research Conference

2002

Winner of the Best Paper of the Year

Australiasian Marketing Journal

2002

Mollie Holman Medal for best Doctoral thesis in Faculty of Business and Economics

Monash University

1997

APA Research Scholarship 1997-1999

Australian Post Graduate Award - Research Scholarship

1996

Monash University Faculty of Business and Economics - Research Scholarship

Monash University

1985

David Myers Medal (for outstanding honours graduate in the school)

La Trobe University

1984

Highest Academic Achievement in final year of Degree course

Australian Institute of Agricultural Science

1984

Shell Prize for meritorious performance in animal sciences

La Trobe University

30

Awards

Credentials

Positions

Positions


Professor

Management And Marketing

Member

American Association of Blood Banks

Member

Academy of Marketing Science (AMS)

Member

European Marketing Academy

Member

American Marketing Association (AMA) Services Marketing Special Interest Group

Member

American Marketing Association (AMA)

Member

Association of Consumer Research (ACR)

Member

Australian and New Zealand Marketing Academy (ANZMAC)

Education

Education


Doctor of Philosophy

Monash University

Bachelor of Business

Royal Melbourne Institute of Technology

Bachelor of Agricultural Science

La Trobe University

Links

Links