Stephen K. Kwan, ISSIP Fellow (2019)

Stephen Kwan is Professor Emeritus in the Lucas College and Graduate School of Business at San José State University, and a fellow of the International Society of Service Innovation Professionals (ISSIP). He retired from being the Associate Dean of Graduate Business Programs and Lucas Professor of Service Science. He was the founding chair of the MIS department, had served as the Director of Online Programs Development and Senior Associate Dean of the College. He is still actively involved in research and community activities in Service Science, Management, Engineering, and Design (SSMED), global E-Commerce, service standards and standardization. more…



Louis Freund, ISSIP Fellow (2019)

Lou Freund is a Professor Emeritus and Adjunct Professor in the Department of Industrial and Systems Engineering at San Jose State University, San José, CA.  During his early career, he worked on hospital systems design and improvements, focusing on service productivity, quality and nurse staffing algorithms.   After joining SJSU in 1986, he taught and worked in systems simulation, process quality control, workload measurement, as well as on topics in human factors and ergonomics.  He founded the SJSU interdisciplinary HF/EMS degree program in 1993 and served as the HF/E program Director for over 15 years.  more




vargo120Steve Vargo, ISSIP Fellow (2014)

Stephen L. Vargo is a Shidler Distinguished Professor and Professor of Marketing at the University of Hawai’i and has held visiting positions at the Judge Business School at the University of Cambridge, the University of Warwick, Karlstad University, the University of Maryland, College Park, the University of Auckland, and a number of other major universities, as well as VTT Technical Research Center of Finland. Prior to entering academics, he had a career in entrepreneurial business and has consulted for a variety of major national, regional, and local corporations and governmental agencies. more…




lusch_3120Robert Laush (2014)
Ph.D. in Business Administration with Marketing and Accounting Emphasis, University of Wisconsin-Madison, 1975.
Undergraduate: MTG 480 & 480H – Marketing Research for Entrepreneurs
Doctoral: MKTG 696a – Perspectives and Principles of Research Marketing
Honors Faculty Fellow




mary-jobitnerMary Jo Bitner (2013)
Mary Jo Bitner is the Edward M. Carson Chair in Service Leadership, Executive Director for the Center for Services Leadership, and Professor of Marketing at the W. P. Carey School of Business, Arizona State University (ASU). In her more than 25-year career as a professor and researcher, Dr. Bitner has been recognized as one of the founders and pioneers in the field of service marketing and management worldwide. At ASU she was a founding faculty member of the Center for Services Leadership and has been a leader in its emergence as the premier university-based center for the study of services marketing and management. She also serves currently on the Board of the American Marketing Association. more…