Center for Services Marketing & Management

The Center for Services Marketing & Management in the Department of Marketing, College of Business, at Florida Atlantic University was founded in 1991 with the mission of cocreating new knowledge and understanding of services issues. The Center’s stakeholders include services professionals, students, and research scholars.

In FAU’s service area of Southeast Florida, service firms in industries have significantly contributed to economic development and high standards of service. The Center’s current areas of focus include:

  • Service Design & Management
  • Customer Relationship/Experience Management
  • Customer Engagement & Loyalty
  • Service Innovation
  • Service Excellence & Service Recovery
  • Service Technologies
  • Cocreating Value with Customers
  • Customer-Focused Metrics (CLV, NPS, etc.)
  • Service Productivity & Effectiveness
  • Adding Services & Solutions/Servitization
  • Legal and Ethical Issues in Services Marketing and Management
  • Cultural Issues in Service Delivery
  • Services Employees & Culture
  • Transformative Service Research

The Center’s goals include connecting services professionals, FAU faculty, and FAU students with the intent to collaborate on initiatives and projects that are critical to understanding, designing, and delivering excellent service. The Center is also focused on the training and workforce development needs of center partners.

Mission of the Center

The Center for Services Marketing & Management will cocreate value with its partners by serving as a connection point for faculty, students, and professionals to engage in discussions, education, and projects that address real-world services issues. 

Objectives and Strategic Activities of the Center

Connecting Partners (Faculty, Students, Professionals) to Engage in Solving Important Issues in Service

Coproducing and Disseminating Scholarly and Applied Research

Providing Education and Training with Industry Partnerships


Center Faculty

FAU Faculty

Services Marketing 
Dr. Cheryl Burke Jarvis
Dr. Gopalkrishnan R. Iyer
Dr. Paul S. Koku
Dr. Pradeep Korgaonkar
Dr. Melanie Lorenz
Dr. Tamara F. Mangleburg
Dr. C.M. Sashi
Dr. Eric Shaw

Hospitality & Tourism
Dr. Peter Ricci
Dr. Anil Bilgihan
Dr. Melih Madanoglu
Dr. Ye Zhang

Health Administration & Management
Dr. Pierre Alexandre
Dr. Alan Whiteman

Services Operations and Management:
Dr. Ravi Behara
Dr. Sunil Babbar


Contact Us

Center Information

Andrew S. Gallan PhD, Director 
Department of Marketing

School of Business

777 Glades Road

Boca Raton, FL 33431 
p: (561) 297-2386 
office: FH (24) 209



FAU Marketing Department: