The Expert
Dr. Iliana Katsaridou
Expert in service excellence
Professional Background
Dr. Iliana Katsaridou has a Ph.D. in Marketing from the University of Strathclyde Business School, Scotland. She also holds a Master of Science in Marketing and Communication with New Technologies from Athens University of Economics, and a Bachelor of Business Administration from the University of Montpellier I in France. She is also certified in Research Methodology from the University of Strathclyde, Scotland.
Iliana is a highly qualified instructor with over ten years of expertise in designing, developing, and delivering courses across a range of industries and in diverse cultural contexts, including academic and business organizations.
She has a passion for empowering people through learning and she recently trained over 6,500 Spectator Services volunteers on Service Excellence for the FIFA World Cup Qatar 2022.
She has held positions ranging from Teaching Assistant at the University of Strathclyde Business School (UK) and Professor at BCA College (Greece), to Research Fellow in Marketing and Sales Management at Vlerick Business School (Belgium) and Scientific Associate in Marketing at the Advanced School of Tourism Education (Greece). She has also worked in Marketing and Public Relations in the Hospitality sector and in Advertising.
Iliana’s goal is to contribute to the development of healthy organizations in which people are the most valuable asset.
Areas of Interest
Service Excellence
Services Marketing
Hospitality Marketing
Customer Service
Customer Experience Strategy
Market Research
Research Methods
Education
Ph.D. in Marketing – University of Strathclyde Business School, Scotland (AACSB, AMBA, EQUIS accredited).
Master of Science in Marketing and Communication with New Technologies – Athens University of Economics.
Postgraduate Certificate in Research Methodology – University of Strathclyde Business School, Scotland (AACSB, AMBA, EQUIS accredited).
ΜΒΑ – Hellenic Organization of Business Administration.
Maîtrise en Administration et Gestion d’Entreprise – Université Montpellier I, France.
Research
Katsaridou, I., Lemke, F. (2019). “Unveiling the whys and wherefores of customer helpful behaviors”. The 16th International Research Symposium on Service Excellence in Management (QUIS16). Karlstad, Sweden.
Katsaridou, I. (2018). “Customers’ behavioural contribution to the service encounter” (Doctoral Dissertation).
Katsaridou, I., Wilson, A. (2017). “Customers’ role in delivering enhanced service outcomes”. Frontiers in Service Conference. New York, USA.
Katsaridou, I., Wilson, A. (2017). “Fuelling positive service encounters: the customer’s contribution”. The 15th International Research Symposium on Service Excellence in Management (QUIS15). Porto, Portugal.
Katsaridou, I., Wilson, A. (2015). “Customers’ behavioural contribution to the service encounter”. The 14th International Research Symposium on Service Excellence in Management (QUIS14). Shanghai, China.
Boukis, A., Kostopoulos, G., & Katsaridou, I. (2014). IMO and different fit types as key enablers of employee brand-supporting behaviour. Journal of Strategic Marketing, 22(2), 117-134.
Katsaridou, I., Wilson, A. (2014). “Customers’ behavioural contribution to the service encounter”. American Marketing Association SERVSIG Conference. Thessaloniki, Greece.