Advancing customer experience through service design in mega shopping malls

Dr Muhammad Junaid is an assistant professor of marketing, tourism, and hospitality management in the School of Management Sciences at Quaid-i-Azam University, Islamabad. He has done his master's in business administration – MBA – from Quaid-i-Azam University, Islamabad. He holds a M.S. degree in tourism and hotel management from Sorbonne, Paris. He completed his doctorate degree in services marketing from Aix-Marseille University, France. His research interests include customer experience, customer education, ethical marketing and customer participation in tourism and health care services.

Dr Muhammad Faisal Rasheed is an assistant professor of marketing at GIKI School of Management, Ghulam Ishaq Khan Institute of Engineering Sciences and Technology, Topi, Pakistan. He holds a PhD degree in marketing ethics from Aix-Marseille University, France. He holds a master’s research degree in marketing from IAE Aix. His research interests are ethical decision-making, supply chain practices, services marketing, branding and consumer behavior.

Dr Kiane Goudarzi is full professor of marketing and services management at IAE Aix-Marseille University. His PhD in management is from Aix-Marseille University (PhD supervisor P. Eiglier) and is focused on the socialization of service customers within the organization. He received 1st prize for the best PhD in marketing in 2006. He organizes the La Londe service conference on service management known worldwide in the service research community. His research and consulting projects focus on customer role management (co-client roles, logistics roles) and customer relationship management. His research has been published in various prestigious journals including Journal of Business Research, International Journal of Operations and Production Management, Journal of Service Management.

Asma Tariq is a lecturer of management sciences at UCP Business School at University of Central Punjab, Lahore, Pakistan, and PhD candidate at COMSATS University, Lahore. She holds a MS degree in management from the Institute of Administrative Sciences, University of the Punjab, Lahore, Pakistan. Her research interests are in entrepreneurship and innovation, sustainability practices, employee behavior and services start-up performance.