Marjan Aslan

Biography

Marjan Aslan has a PhD in Service Management from University of Canberra, where she currently works as an Assistant Professor of Service Management/Marketing. Her research interests are in the areas of service management and services marketing, multichannel service delivery, technology-based self-service, human-computer interaction, customer behaviour, human behaviour in organizations, and roles of technologies and service employees in customer satisfaction with services. Her research has been published in Cornell Hospitality Quarterly and presented at numerous prestigious international conferences such as QUIS (Quality in Service) Conference, AMA SERVSIG International Service Research Conference, and Frontiers in Service Conference.

Research Interest

Areas of Research Interest Technology-based self service Human-computer interaction Multichannel/Omnichannel service delivery Roles of technologies and service employees in customer satisfaction with services Consumer behaviour Transformative Service Research Research Theories / Models of Interest Service science theories (e.g. Service Quality dimensions, Service Profit Chain, drivers of customer satisfaction and customer loyalty, Service Dominant Logic) Information system theories (e.g. Technology Acceptance Model; Online Social Presence; Task-technology Fit Theory) Social psychology theories related to personality, attitudes, and behaviour (e.g. theory of planned behaviour, expectancy theory, and personality theories) Research Methods of Interest Experimental Designs Structural Equation Modelling or SEM [Partial Least Squares (PLS), in particular] Questionnaire-based Surveys