I’ve been exploring the concept of customer/consumer engagement since starting my Ph.D. studies in 2009. My Ph.D. thesis, completed in 2012, developed the concept of consumer brand engagement (CBE), as applied in the social media context, and developed a CBE measurement scale. Overall, my research on customer-, consumer-, and stakeholder engagement has published in the Journal of the Academy of Marketing Science, Journal of Service Research, and International Journal of Research in Marketing, among others. I’ve been named a Clarivate Highly Cited Researcher (2022, 2021, 2020), am included on Stanford University's Top 2% of Researchers (2022, 2021, 2020), and am listed on research.com’s Top Business & Management Scientists (2021). My work deploys conceptual, qualitative, and quantitative approaches and methodologies to investigate issues of key interest. 

I’ve gained extensive teaching experience over the years, including in the areas of marketing management, services marketing, consumer behavior, international marketing, strategic brand management, marketing strategy, qualitative research methods, and digital marketing, among others, at the undergraduate and/or postgraduate (e.g., research Master’s, DBA) levels. 

I serve as Associate Editor of the Journal of Service Research and the European Journal of Marketing, and am an Editorial Board Member at several other journals, including Psychology & Marketing and the Journal of Retailing & Consumer Services. I also regularly examine Ph.D. theses for schools located in different parts of the world, and have acted as National Coordinator (NZ) for the European Marketing Academy in the past. Moreover, I’ve completed several consulting and expert witness projects, including some high-profile cases, including for Cap Gemini, Hewlett-Packard, Coca-Cola, Roche Diagnostics, Foodstuffs (NZ), Westpac Bank, and the Australian Defence Force, among others.