We use both functional and performance cookies to improve visitor experience. If you are happy to accept cookies, please continue browsing. To opt-out of performance cookies, please review our Privacy Policy.
irspm2018@speak.co.uk 29 Buccleuch Place, Edinburgh, EH8 9JS, UK 11-13 April 2018

Keynote speakers

Christian Grönroos

Professor Emeritus
Hanken School of Economics, Finland

Christian Grönroos is a Professor of Service and Relationship Marketing since 1999 (prior to that, in 1984-99, Professor of International and Industrial Marketing) at Hanken School of Economics, Finland and initiator and past chair of the board of the research and knowledge centre, Centre for Relationship Marketing and Service Management (CERS). He is Honorary Professor at Nankai University and Tianjin Normal University, P.R. China as well as at Oslo School of Management, Norway. Between 202 and 2007, he served as Guest Professor at Arizona State University.

He is a pioneer and leading scholar developing modern service marketing and service logic as well as relationship marketing and customer relationship management. He is also one of the earliest proponents of the term-service management to describe customer-oriented or market-oriented management based service logic in service and manufacturing firms.

He is a CSL Distinguished Faculty at Centre for Services Leadership, Arizona State University, USA, and an international fellow at Service Research Centre, University of Karlstad, Sweden. In Finland, he is scholarly affiliated with Abo Academy University, Helsinki, University of Technology (now part of Aalto University) and University of Tampere. He is also Honorary Member of the Italian Marketing Association and Guest Professor at Marketing Research Centre of China.

He is a distinguished member of the Finnish Society of Sciences and Letters and since 2008 a member of the board of the Society. Among his current academic administrative positions are member and Chair of the University council as well as member of the academic council of Hanken School of Economics.

Christian Grönroos - Presentation Slides


Dr Sarah Drummond

Snook Design Consultancy, Scotland

Sarah is the Co-founder and Managing Director of Snook, an award-winning design consultancy working at the forefront of civic, public sector and democratic innovation. Sarah focuses on making social change happen by rethinking public services from a human perspective and regularly lectures and speaks around the globe on service design, innovation, and civic engagement.

Sarah is a serial idea generator. She has co-founded MyPolice, The Matter, CycleHack, and Dearest Scotland. For this work she was awarded a Google Fellowship for her work in technology and democracy.

Sarah Drummond - Presentation Slides

Sarah Drummond