Mary Jo Bitner
Ph.D., Professor Emeritus
Executive Director Emeritus, Center for Services Leadership
Director, Business Partnerships
Alicia Holder, Director of Business Partnerships, has responsibility for developing the Center’s business partnerships, developing and implementing executive education programs and oversight of the Center’s marketing strategy and marketing communication channels. This includes managing and developing relationships with the Center’s member firms, and implementing the Compete Through Service Symposium, the Services Strategy Institute and the Center’s online Customer Experience Certificate.
Alicia has been working in higher education since 1992 where she was Assistant Director of University Events in Institutional Advancement at Old Dominion University in Norfolk, Virginia. Her responsibilities there included bringing notable speakers to the Norfolk area for the university’s President’s Lecture Series and other events to promote the school to the community, alumni, donors and prospective students. She has been with the W. P. Carey School of Business since 1997 and has served in the MBA Career Management Office and the Marketing Department in a student advisory/recruiter development role.
Alicia graduated from the Evening MBA program in the W. P. Carey School in 2000 and also holds an M.A. in Teaching. Alicia was the W. P. Carey School of Business winner of the Dean’s Staff Recognition Award and was a recipient of the Arizona Governor’s Team Award for Excellence. A marketing campaign run under Alicia’s direction has won the Phoenix area American Marketing Association award for “Best Business to Business Marketing Campaign”.
Faculty Director, Services Leadership Institute
Douglas Olsen, B.Sc., MBA, Ph.D. is an Associate Professor of Marketing in W. P. Carey School of Business at Arizona State University and Coordinator of the Strategic Marketing and Services Leadership Specialization. Douglas has been active in both graduate and undergraduate programs and teaches marketing strategy, research methodology and marketing communication. He has been an instructor in a broad range of executive development programs related to business strategy and service excellence. He currently serves as Faculty Director of the Service Leadership Institute, held annually at the Center for Service Leadership at ASU, and the Faculty Director of the Strategic Marketing and Services Leadership (SMSL) Specialization in the W. P. Carey MBA Program. Over the past two decades, his dedication to teaching has been recognized with numerous awards for instructional excellence. On a pragmatic level, Douglas has been actively involved in consultation to both government and private enterprise.
Current academic work focuses on factors limiting and enhancing the success of innovation and technology commercialization, as is focused on in his recent book, The Five Laws of Innovation Success: Generating Critical Momentum for Products, Services and Ideas. His academic research has been published in journals that include: Journal of Advertising, Journal of Advertising Research, Journal of Consumer Research, Journal of Business Research, Journal of Public Policy and Marketing, Journal of Experimental Psychology: Applied, Journal of Consumer Psychology an International Journal of Research in Marketing. His research has been presented at over 30 conferences in Canada, the United States, Europe, South America and Australia.
On a personal side, Douglas is fascinated by contemporary design, and enjoys traveling, furniture making, browsing eBay for “really cool old stuff” and spending time outdoors. He may be contacted via email at email@example.com or by phone (480) 965-6157.
Faculty Director for Research
Michael Wiles is an Associate Professor of Marketing at the W. P. Carey School of Business at Arizona State University. He also serves as the Faculty Director for Research for the Center for Services Leadership. He received his Ph.D. from the Kelley School of Business at Indiana University and his B.A. from Dartmouth College. His research investigates how financial markets evaluate firm marketing actions and service-related resource deployments and issues pertaining to new product development in the consumer packaged goods industry. His work has been published in Journal of Marketing, Marketing Science, Journal of Marketing Research, Harvard Business Review, and the Journal of Operations Management. Prior to earning his Ph.D., Michael worked as a consultant for Monitor Company, where he advised clients on marketing strategy issues in the pharmaceutical and consumer packaged goods industries.
Business Operations Manager
Manager, Marketing & Programs