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• Ph.D., Marketing (2008) Arizona State University

• M.B.A., Marketing (2003) University of Portland

• B.A., Liberal Arts (1988) Colgate University

BUS 207 - Marketing Principles

Transformative Service Research, Customer Experience, Service Design

Winner, Best Paper, Service Science Track, Naples Forum on Service (2025), for “Help, I'm Lost: The Impact of Phygital Care Experiences on Well-Being,” Irene DiBernardo, Sien Vaes, Jordan Fleissig, Doaa Talaat, Alexandru Maris, and Andrew S. Gallan. 

• Doctoral Jury Member, Ellen Pipers (successful doctoral candidate), Hasselt University, Belgium, “Beyond Patient Charts: Navigating the Path to Person Centricity from a Healthcare and Service Management Perspective.” Doctoral Committee: Sara Leroi-Werelds (chair), Katrien Verleye, Sandra Streukens, . Final public defense: February 1, 2024.

• Doctoral Jury Member, Sien Vaes (doctoral candidate), Hasselt University, Belgium. Doctoral Committee: Sandra Streukens (chair), Sara Leroi-Werelds. Initial defense: August 2025. Final public defense: February 2026. Final public defense: January 5, 2026.

• Doctoral Committee Member, Suzie Kaye (successful doctoral candidate), Florida Atlantic University, “Resident, Family, and SNF Staff Perceptions on Transitioning from Acute Care to a Skilled Nursing Facility.” Doctoral Committee: Ruth Tappen (chair), Debra Hain. Final public defense: July 12, 2024.

• Abbott Laboratories, Pharmaceutical Products Division, Chicago, IL

• District Sales Manager, Seattle, WA (1999-2000) & Portland, OR (2000-2004). Responsible for twelve primary care pharmaceutical sales representatives covering the Pacific NW (Oregon, Washington, Idaho, Montana, and Alaska).

• Completed Health Service Management Program, Kellogg Graduate School of Management, Northwestern University; October 2001.

• Field-Based Associate Product Manager (2003-2004), Anti-Infectives (Biaxin). Worked on project to re-position half billion-dollar antibiotic brand. Involved in marketing research, analysis, and creative activities with product marketing team and vendors.

• Regional Training Specialist (1998-1999), Andover, MA.

• Medical Center Representative (1997-1998), Albany, NY.

• Professional Pharmaceutical Representative (1996-1997), Kingston, NY.

• Perrier Group of America, Greenwich, CT (1992-1996), Territory Manager, Bronx/Westchester, NY.

• American Marketing Association

• Academy of Marketing Science

• Marketing Science Institute

• Academy of Management

• SERVSIG (Board Member)

• American College of Healthcare Executives

• Association for Patient Experience

• The Beryl Institute

• Apple Certified Teacher, Fisher Apple Academy 1.0 for Faculty, August 28, 2025.

• Certification (2013), “Designing Customer-Focused Service Processes,” W. P. Carey Center for Services Leadership at Arizona State University, a course focused on service blueprinting and analyzing, diagnosing, and addressing service delivery issues; March 2013.

• Certification (2001), “Health Service Management Program,” Kellogg Graduate School of Management, Northwestern University; October 2001.