BSI Luxembourg ASBL
Château de Wiltz
Kiane Goudarzi is a full professor at iaelyon. He is a specialist in Marketing and Service Management. His PhD in Management from Aix Marseille University (PhD director P. Eiglier) focuses on the socialization of service customers to the organization. He received the price of the best academic marketing PhD in 2006 and also won a prize from a practitioner committee delivering a best managerial PhD award in 2005. He organizes the Lalonde 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), Customer Relationship Management (customer experience, service quality, satisfaction, complaint management, socialization, trust and organizational identification), frontline employee management and its impact on customer satisfaction (frontline employee role in service brands, emotional labour, employee well-being and customer satisfaction) and the transition to service of industrial companies (servitization).
He has worked with many public and private organizations (Nantes local department, Besançon city, IKEA, Conforama, Barrières Casinos, Ubisoft, SNCF …) His research have been published in Recherches et Applications Marketing, Journal of Business Research, International Journal of Operations and Production Management, Journal of Service Management, International Review of Administrative Science, Revue Française de Gestion, Décisions Marketing and Politique et Management public.