| Dr. Bove is a senior faculty member at the department of management and
marketing, The university of melbourne. Dr. Bove was awarded the Mollie
Holman Medal for best doctoral dissertation in the Faculty of Business
and Economics at Monash University in 2002, and in 2006 she was the
winner of the Australian and New Zealand Marketing Academy Emerging
Researcher Award. Dr. Bove has also received recognition for many of her
publications: she was the winner of the Best Paper award at the 2003
AMA Servsig Services Research Conference, in Reims, France; in 2002 she
was the winner of the Australasian Marketing Journal Paper of the Year
Award; and received the Australian and New Zealand Marketing Academy’s
Best Paper award in 2005. Prior to commencing her academic career,
Liliana held various scientific, marketing and management roles over a
ten year period in the chemical, airline and health industries. |
Scholarly Interests
- Services Marketing
- Customer Loyalty
- Citizenship Behaviour
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Selected Recent Publications
- Bove L. L. and Mitzifirs, B. (2007, “Personality traits and the
process of store loyalty in a transactional prone context”, Journal of
Services Marketing, Vol. 21 No. 7
- Bove, L. L. and Johnson, L. W. (2006), 'Customer loyalty to one
service worker: should it be discouraged?' International Journal of
Research in Marketing,Vol. 23 No. 1, pp. 79-91.
- Bove L. L. and Smith, D. A. (2006), “Relationship strength between a
customer and service worker: Does gender dyad matter?” Services
Marketing Quarterly, Vol. 27 No. 3, pp. 17-34.
- Bove, L. L. and Robertson, N. (2005), 'Exploring the role of
relationship variables in predicting customer voice to a service worker'
Journal of Retailing and Consumer Services, Vol. 12 No. 2, pp. 83-97.
- Bove, L. L. (2003), “Service delivery: the role of service personnel
and customers”, in Mcoll-Kennedy, J. (Ed.), Services Marketing, A
Managerial Approach,Wiley, pp. 296-329.
- Bove, L.L. and Johnson, L.W. (2002), 'Predicting personal loyalty to
a service worker', Australasian Marketing Journal, Vol. 10 No. 1, pp.
24-35.Winner of best 2002 paper for AMJ.
- Bove, L.L. and Johnson, L.W. (2001), 'Customer relationships with
service personnel: Do we measure closeness, quality or strength?',
Journal of Business Research,Vol. 54 No. 3, pp. 189-197.
- Bennett, R. and Bove, L.L. (2001), 'Identifying the key issues for
measuring loyalty', Australasian Journal of Market Research, Vol. 9 No.
2, pp. 27-44.
- Bove, L.L. and Johnson, L.W. (2001), 'Customer relationships with
sales associates: an opportunity for retailers', International Quarterly
Journal of Marketing, Vol. 1 No. 1, pp. 135-150.
- Bove, L.L. and Johnson, L.W. (2000), 'A customer-service worker
relationship model', International Journal of Service Industry
Management, Vol. 11 No. 5, pp. 491-511.Most downloaded article top 200
for Emerald Literati Network
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Dr. Liliana Bove
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| Australia |
| Associate Professor |
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| Education |
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- Ph.D., Monash University, Australia
- Bachelor of Business (Marketing), Royal Melbourne Institute of Technology, Australia
- Bachelor of Agricultural Science (Hons), La Trobe University, Australia
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