The CSL has partnered with the most renowned faculty with expertise in the field of service and leadership. These faculty will provide their insights into how to apply what you learn to a unique service challenge. You will come away with an action plan for that process, as well as with new tools to apply to any service process you need to create or rethink. We also provide an executive coach that works closely with you and your teams to guide you through the learning each day.
Sterling A. Bone is a Professor of Marketing at the Jon M. Huntsman School of Business and serves on the Arizona State University Center for Services Leadership research faculty network. He received his B.A. (2000) and M.B.A. (2001) from Utah State University where he also served on the President’s Leadership Council (1994-1995, 1997-2000). He received his Ph.D. from Oklahoma State University in 2006.
His research focuses on transformative service research, customer engagement, and service innovation. Current projects include work that investigates perceived and actual marketplace discrimination; virtual reality in customer experience management, holistic feedback management systems, and the timing of service innovation deployment. His research has appeared in Harvard Business Review, Journal of Marketing Research, Journal of Consumer Research, Journal of Service Research, Journal of Public Policy & Marketing, and other notable journals. He currently serves on the editorial review board of the Journal of Service Research, Journal of Public Policy & Marketing and the Journal of Business Research.
His teaching is focused on strategic selling, account management, business development, and marketing skills. Sterling’s students have launched sales and marketing careers with many Fortune 500 companies. Prior to his academic career, Sterling worked as a service and sales professional in residential and commercial real estate. In his free time, Sterling enjoys long-distance running, fly-fishing, farming, and traveling with his wife and three sons. He can be reached at sterling.bone@usu.edu.
John Thomas (JT) Dietrich is lecturer of sales and marketing with the W. P. Carey School of Business at Arizona State University, and is the co-author of “Professional Selling In The 21st Century, 7 Ways, 7 Times.” Within 1 year of publication the textbook has been adopted by several major universities throughout the United States. He has taught graduate and undergraduate marketing and business courses since 2009. Dietrich joined ASU in 2014 and is one of the team coaches for the Arizona State University traveling sales teams.
With nearly 20 years in sales, marketing, and business-to-business roles, Dietrich brings a diverse portfolio to the Marketing Department. Most recently, he served as the business development manager for Larson Engineering in Scottsdale, and is the former Senior Vice President of Marketing and Business Development for one of the largest engineering companies in the United States. In that capacity he led the marketing team to five (5) national marketing excellence awards, including “Best In Show”…the most coveted and respected marketing honor in the country.
Dietrich was recipient of the 2020 Huizingh Outstanding Undergraduate Teacher award, and the 2018 Outstanding Graduate Teaching award for the WP Carey School of Business.
Lance A. Bettencourt (Ph.D. Arizona State University) is Associate Professor of Professional Practice in Marketing in the Neeley School of Business, Texas Christian University.
He is a former strategy adviser with Strategyn, Inc. (with whom he still consults), the pioneer of Outcome-Driven Innovation™, and he was a partner at Service 360 Partners from 2012 to 2017.
His research on service excellence and innovation has been published in Harvard Business Review, MIT Sloan Management Review, California Management Review, and many premier academic journals.
He is author of Service Innovation: How to Go from Customer Needs to Breakthrough Services (McGraw-Hill 2010).
Over the past decade, his consulting and executive education clients have included Allstate, Capital One, Morningstar, Microsoft, TD Bank, Colgate, Kimberly-Clark, Alcon, and many others.
Thomas Hollmann is a Clinical Associate Professor of Marketing and a Research Faculty fellow at the Center for Services Leadership at Arizona State University. Thomas’ work experience spans four countries and over 10 years in Fortune 100 companies, including Black & Decker, Xerox, and as an executive at Sun Life Financial. His research interests include Services Science, with a focus on B2B, service analytics, and Relationship Marketing, with a particular interest in relationship outcomes (profitability, customer equity, defection, retention, satisfaction, etc.). His research has appeared in the Journal of the Academy of Marketing Science, the Journal of Business and Industrial Marketing and several leading marketing and services conferences. He has received research grants and awards from the Center for Innovation Management Studies, Xerox, IBM, and the Center for Services Leadership. Thomas has consulted with a range of Fortune 500 firms and he received awards for his teaching at Arizona State University and at NC State. Thomas earned a Ph.D. in Marketing from Arizona State University.
Felicia Morgan, PhD
Associate Professor of Marketing
College of Business
University of West Florida
Felicia N. Morgan is an Associate Professor of Marketing at the University of West Florida. She earned her doctorate in marketing at the W. P. Carey School of Business at Arizona State University in 2004.
Her research focuses on service marketing and management, service branding, and managing customer experiences and has been published in journals such as California Management Review, Journal of International Marketing, and Journal of Public Policy and Marketing. Her current projects focus on customer experiences and service sustainability and ethics.
Felicia teaches at the undergraduate, graduate, and executive levels and she has extensive experience teaching abroad in India, Hong Kong, France, and Romania.
Prior to earning her doctorate, Felicia spent over ten years working in marketing and management within the services sector.
She also enjoyed an early career as a professional musician. Felicia holds a bachelor’s degree and an MBA from the University of New Orleans.
Doug Olsen, Ph.D.
Associate Professor of Marketing
Department of Marketing
W. P. Carey School of Business
Arizona State University
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 Strategic Service 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 douglas.olsen@asu.edu or by phone (480) 965-6157.
Throughout her 20 years of business consulting, Gwen Ortmeyer has helped business teams design and execute market and business strategy. Dr. Ortmeyer is also active in the design and delivery of in-house executive learning programs in marketing, competitive strategy, market planning & implementation, and business management. She has specific domain knowledge in the marketing discipline, including such areas as branding, positioning, integrated marketing communications, pricing, retailing and market research.She has worked with executives in many different firms including Unilever, General Electric, Seagram, Newell Rubbermaid, Amgen, AT&T, Avon, Boston Scientific, Cardinal Health, Cisco Systems, Citibank, Corning, DuPont Dow Elastomers, Gilead, Honeywell, Household International, Kimberly-Clark, Land’s End, Life Technologies, National Starch, Navistar, Norfolk & Southern, Johnson & Johnson, Bristol Myers Squibb, Eli Lilly, Praxair, PSE&G, Siemens, and Texas Instruments.
She has served as an Assistant Professor of Marketing at Columbia and Harvard Business Schools and as an Associate Professor of Business Practice at Duke University’s Fuqua School of Business. In addition she has taught in executive education programs at various business schools including Stanford, Harvard, MIT and Columbia. Dr. Ortmeyer received her B.S. from the University of California at Berkeley and her Ph.D. in Management from Stanford University’s Graduate School of Business.
Clay Voorhees, Ph.D
Professor Morris Mayer Endowed Teaching Excellence in Marketing
University of Alabama
Dr. Clay Voorhees is a Professor and the Morris Mayer Endowed Teaching Excellence in Marketing at the University of Alabama. Previously, Clay was an Associate Professor of Marketing at Michigan State University. Clay’s research focuses on the explanation and management of the dynamics of social exchange and social influence. Within this theoretical umbrella, he focuses on projects related to customer experience management and relationship marketing, often in service contexts. His research has been featured in media outlets such as: Wall Street Journal, Harvard Business Review, TIME Magazine, BusinessWeek, USA Today, and other domestic and international periodicals. Clay has helped design, launch, and teach graduate and executive education programs in Business Analytics and Customer Insights and continues to teach courses focused on marketing research methods and leveraging insights in the strategic marketing process.
Suzanne Peterson, Ph.D.
Associate Professor of Management Leadership
Thunderbird School of Global Management
Arizona State University
Dr. Suzanne Peterson is the newest full-time member of the Thunderbird Faculty. As an Associate Professor of Leadership she is squarely focused on bringing her leadership expertise and content to Thunderbird’s executive education clients. She has previously served as Faculty Director of Executive Education at Arizona State University’s W. P. Carey School of Business where she served as a liaison between industry and academia. Although she advises senior executives in a variety of industry sectors, the majority of her time has been spent on Wall Street and other Financial Services Firms. She has advised leaders in firms such as J.P. Morgan Chase, Morgan Stanley, Societe Generale, Fidelity, and Bank of America Merrill Lynch, as well as Blue Cross Blue Shield, Avnet, McDonalds, State Farm, and Microsoft to name a few.
Her consulting and coaching leverages the theory that excellence in leadership consists of routines and behaviors that can easily be taught. Emphasizing leadership style, effective communication, and relationship building as keys to leadership success, she works with leaders to provide them the tools to deliver excellent business results while concurrently inspiring exceptional levels of loyalty and followership. She is a sought after speaker, and winner of multiple teaching awards, research awards and grants.
Functionally, she has extensive experience working with leadership in the C-Suite. Given her interest and experience in leadership development and talent assessment, she also has worked closely with the human resources function to ensure excellence in design and ROI of leadership development initiatives.
Her long-standing tenure with Arizona State University makes her ideally poised to leverage Thunderbird’s vast executive education experience and expert faculty with the diverse and multi-faced strengths within the larger ASU community.
