Redefining service quality in the digital experience era

Theodore Tarnanidis is a marketing scholar, adjunct professor at the International Hellenic University, and researcher in Applications of D.Sc. and MCDA. Theodore has six years of experience as a marketing and decision-making practitioner. He conducted his postdoctoral research in the area of sustainable entrepreneurship at the University of Macedonia. He obtained a Ph.D. from the University of London Met., UK. He received his M.B.A. from the University of Liverpool, UK, and is a graduate of the University of Macedonia (Business Administration) and the Alexander Technological Educational Institute (Marketing). His research focuses on International Marketing, Multicultural Marketing, Marketing Management, consumer science using rank-coded data, Preference Measurement Techniques, quantitative methods, and structural equation modeling. His work has been published in various internationally renowned scientific conferences (Academy of Marketing, European Marketing Academy, PROMETHEE Days, Hellenic Operational Research) and in journals (Journal of Business Ethics, World Review of Entrepreneurship, Management and Sustainable Development, Journal of Retailing and Consumer Services, Current Issues in Tourism, Marketing Science and Inspirations, Management Science Letters, Administrative Sciences).

Vasileios Ismyrlis is an Assistant Professor with the subject “Total Quality Management in Tourism” at the Department of Tourism Economics and Management of the University of the Aegean. He holds a PhD from the Department of Organization and Business Administration at the University of Macedonia, with a thesis title of “Multidimensional Statistical Analysis and Quality Management.” He has been employed as a bank employee at ATE Bank and also for 11 years as an administrative officer at the IKA-ETAM insurance institution. From 2014 to 2024, he was a statistician at the Hellenic Statistical Authority. Alongside his professional career, he has taught at several educational institutions, including universities, IEK, KEK, ASPAITE, and KDBM. He is a certified “Adult Educator of Non-Formal Education” by EOPPEP. He has made several publications in international scientific journals in the field of quality management and applied statistical analysis. He has written two books, which are also available as university works in Eudoxus. His research interests include Quality Management, Applied Statistical Analysis, Tourism Economics, Data Analysis, and Research Methodology. He is married and has two children. He has fluency in both written and spoken English, as well as an adequate knowledge of French.

Vijaya Kittu Manda has nearly 13+ years of experience in capital markets, financial planning, and investing. He is a Researcher at PBMEIT. He is an Advocate, a technocrat, an academician, a book writer, and a stock market enthusiast. He has 11 University Postgraduate Degrees in various disciplines. He holds a Ph.D. in Management (Finance). His thesis was on Mutual Funds and their Market Competition. His thesis won the prestigious NSE-IEA Best Thesis Award in 2023. He is currently pursuing his second Ph.D. in Computer Science with a focus on Blockchain. He contributed over 750 articles to various magazines. He is the Chief Editor of a Management Book Series, a Peer Reviewer, a Certified Peer Review Supervisor, a Session Chair, and an Advisor for various academic and industrial conferences. He writes Research Papers and Case Studies, Book Chapters, and sits on Editorial Boards of various publishers. He is a guest speaker for colleges and universities.

Bruno Sousa is a Professor and Coordinator of Marketing at Polytechnic University of Cávado and Ave (IPCA), Portugal. He holds a PhD in Marketing and Strategy from Universidade do Minho, Portugal. Bruno Sousa is also the Head of the Master’s Program in Tourism Management and Tourism Marketing (IPCA); CiTUR – Center for Tourism Research, Development, and Innovation; and a research member at UNIAG. Bruno Sousa’s teaching fields include marketing, strategy, and tourism. Bruno Sousa’s research areas include brand management and consumer behavior, strategy implementation, niche marketing, niche tourism, and brand attachment. He has published in the Journal of Enterprising Communities, Tourism Management Perspectives, Current Issues in Tourism, Journal of Organizational Change Management, World Review of Entrepreneurship, Management and Sust. Development, among others.