Service ecosystem well-being: conceptualization and implications for theory and practice Available to Purchase

Pennie Frow is Professor of Marketing in the Discipline of Marketing at the University of Sydney, Australia. Her research interests are co-creation, customer relationships, customer retention and internal marketing. Her publications have appeared in Journal of Marketing, Journal of the Academy of Marketing Science, Industrial Marketing Management, Journal of Business Research, European Journal of Marketing, Journal of Marketing Management and Marketing Theory. Her other publications include Marketing Plans for Services, Wiley and Strategic Customer Management, Cambridge University Press. Before joining Academia, she was Chief Marketing Officer of a major British charity and Managing Director of a US distribution company.

Janet R. McColl-Kennedy is Professor of Marketing in the UQ Business School, The University of Queensland, Brisbane, Australia and a Visiting Professor, ongoing, at the University of Cambridge. She is recognized internationally as a leading researcher in Service Science. Her research interests include service recovery, customer complaining behavior, customer emotions, customer rage, customer experience and customer value co-creation. Professor McColl-Kennedy has a particular interest in Service research in health care positively impacting lives. She leads several international research teams and has published articles in Journal of Retailing, Journal of the Academy of Marketing Science, Leadership Quarterly, Journal of Service Research, European Journal of Marketing, CA Management Review, Psychology and Marketing, Journal of Business Research, Marketing Theory, Journal of Service Management, Journal of Marketing Management and Industrial Marketing Management. Professor McColl-Kennedy has been awarded several large competitive research grants. She has been a visiting professor at several prestigious business schools around the world.

Adrian Payne is a Professor of Marketing at the UNSW Business School at the University of New South Wales, Australia His main research interests are CRM, customer retention, co-creation and relationship marketing. His publications have appeared in the Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Business Research, Industrial Marketing Management, Journal of International Business Studies, European Marketing Journal, Long Range Planning, Human Relations and Marketing Theory. His books include The Handbook of CRM: Excellence in Customer Management; Relationship Marketing: Creating Stakeholder Value; and Creating a Company for Customers.

Rahul Govind is a Senior Lecturer in Marketing at the UNSW Business School at the University of New South Wales. His research interests are in spatial marketing, spatial health research issues, business ethics and emotions in the empirical scenario. He has published in the Journal of Marketing, Management Science, International Journal of Research in Marketing, Journal of Business Ethics and European Journal of Marketing amongst others. He has consulted for companies such as Pfizer, Bayer, J.D.Powers and Greenpeace. Before joining academia, he was the operating head of Compaq South-Asia.