PROF Liliana BOVE

PROF Liliana BOVE

Positions

  • Customer citizenship behaviours
  • Customer loyalty to service providers and service workers
  • Customer relationships with service personnel
  • Donor research
  • Relationship marketing
  • Service marketing
  • Service personnel well-being

Overview

OverviewText1

  • Professor Liliana Bove is Deputy Head of the Department of Management and Marketing. Her discipline is Service Marketing and her interests span customer and service employee interactions, engagement, loyalty, relationships and welfare. She has published in journals such as: Journal of Retailing, International Journal of Research in Marketing, Journal of Service Research, Social Science & Medicine, Journal of Business Research, Industrial Marketing Management, European Journal of Marketing and Transfusion Medicine Reviews. Since her PhD submission in 2002, Liliana has received ten research related awards for her work including the Mollie Holman Medal for best doctoral dissertation in the Faculty of Business and Economics at Monash University, the Australian and New Zealand Marketing Academy (ANZMAC) Emerging Researcher Award, and in 2013 the American Marketing Association SERVSIG Best Article Award. Liliana is also recognised for her teaching quality receiving the Dean's Certificate for Excellent Undergraduate and/or Postgraduate Teaching in most years that she has taught. 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. In 2009 she took leave from the university and worked at the Australian Red Cross Blood Service as a Major Program Leader for Donor and Community Research. Liliana is an Associate Editor of Journal of Services Marketing and a Regional Associate Editor for Journal of Service Theory and Practice and is an editorial advisory board member of four international journals (European Business Review, Journal of Business Research and Service Industries Journal). She is also an editorial board member of the leading regional marketing journal, Australasian Marketing Journal.   

Affiliation

Member of

  • American Association of Blood Banks. Member 2009 -
  • Academy of Marketing Science (AMS). Member 2008 -
  • European Marketing Academy. Member 2006 -
  • American Marketing Association (AMA). Member 2004 -
  • American Marketing Association (AMA) Services Marketing Special Interest Group. Member 2004 -
  • Association of Consumer Research (ACR). Member 2004 -
  • Australian and New Zealand Marketing Academy (ANZMAC). Member 1999 -

Publications

Selected publications

Research

Additional Grant Information

  • 2015 Faculty of Business and Economics Research Grant, Liliana Bove, Paul Bergy, and Jill Lei for "Increasing Member Engagement in Wildlife Conservation: A Case of Zoos Victoria" $9339.70 2013 Faculty of Business and Economics Research Grant, Paul Bergy and Liliana Bove for "Consumer Learning and the Adoption of Innovative, Sustainable Products" $17,561 2012 Faculty of Business and Economics Research Grant, Liliana Bove and Simon Pervan for "The use of marketing communications to generate empathic concern for socially stigmatized service workers” $19047 2011 Faculty of Business and Economics Research Grant, Liliana Bove and Tim Bednall for "A Meta-Analytic Review of Predictors of Blood Donation Behaviour" $14,719 2010 Vice-Chancellor's Engagement Award. Staff Project Grant: Liliana Bove, Danielle Chmielewski-Raimondo, Jill Lei, Anish Nagpal, Ben Neville, and Marcus Phipps for "Shaping Donation Behaviour: Matching Recognition and Benefits with Donor Motives" $9,823 2010 Project no. S12-0945: Dr Margaret Jekanyika Matanda, Professor Harmen Oppewal, Dr Tim Bednall and Dr Liliana Bove, ‘Enhancing and Retaining Donor Relationships Using Internet-based Communication’, Joint project with Monash University and Australian Red Cross Blood Service as the Industry partner. ARCBS cash contribution total $30,000 and in-kind contribution total $9,100 over one year. 2009 Project no. LP100100408: Dr Barbara M Masser, Dr Katherine M White, Dr Liliana L Bove, Professor Deborah J Terry “The initiation and maintenance of plasma and platelet donation in Australia: An analysis of the role of donor identity and commitment” Australian Research Council, Linkage Grant, Round 1 2010. ARC Funding Total $371,000 over three years Partner Organisation (Australian Red Cross Blood Service): Cash Contribution total $229,980 over three years and in-kind support to the value of $275,418 over three years. 2009 Project no. S12-0946: Dr Phil Harris, Dr Liliana Bove, Dr Anish Nagpal, Dr Elison Lim,    

Awards

Education and training

  • PhD (Marketing), Monash University 2003
  • BBus (Mkt), Royal Melbourne Institute of Technology 1995
  • BAgSc, La Trobe University 1984

Awards and honors

  • Dean's Certificate for Excellent Undergraduate Teaching in 2013, Faculty of Economics and Commerce, The University of Melbourne, 2014
  • AMA SERVSIG Best Article Award for 2012, American Marketing Association, 2013
  • Dean's Certificate for Excellent Undergraduate Teaching in 2012, Faculty of Business and Economics, The University of Melbourne, 2013
  • Best Paper in Services Marketing Track, Australian and New Zealand Marketing Academy, 2012
  • Top 10 Poster, Interrnational Society of Blood Transfusion, 2012
  • Journal of Services Marketing Highly Commended Paper, Emerald Literati Network Awards for Excellence, 2010
  • Dean's Certificate for Excellent Undergraduate Teaching, Faculty of Economics and Commerce, The University of Melbourne, 2010
  • Best Paper in Strategic Marketing Track, Australian and New Zealand Marketing Academy, 2009
  • Dean's Certificate for Excellent Undergraduate and Postgraduate Teaching, Faculty of Economics and Commerce, The University of Melbourne, 2008
  • Outstanding Reviewer for European Business Review, Emerald Literati Network, 2007
  • Emerging Researcher Award, Australian and New Zealand Marketing Academy, 2006
  • Emerald Literati Network Most Downloaded Articles Top 200, Emerald Literati Network Awards for Excellence, 2005
  • Best Paper in the Consumer Behaviour, Business Interaction, Relationships and Networks and Relationship Marketing Tracks, Australian and New Zealand Marketing Academy, 2005
  • Dean's Certificate for Excellent Postgraduate Teaching, Faculty of Economics and Commerce, The University of Melbourne, 2005
  • Dean's Certificate of Excellent Postgraduate Teaching, Faculty of Economics and Commerce, The University of Melbourne, 2004
  • Emerald and Managing Service Quality Award for Best Conference Paper, AMA Servsig Services Research Conference, 2003
  • Winner of the Best Paper of the Year, Australiasian Marketing Journal, 2002
  • Mollie Holman Medal for best Doctoral thesis in Faculty of Business and Economics, Monash University, 2002
  • APA Research Scholarship 1997-1999, Australian Post Graduate Award - Research Scholarship, 1997
  • Monash University Faculty of Business and Economics - Research Scholarship, Monash University, 1996
  • David Myers Medal (for outstanding honours graduate in the school), La Trobe University, 1985
  • Highest Academic Achievement in final year of Degree course, Australian Institute of Agricultural Science, 1984
  • Shell Prize for meritorious performance in animal sciences, La Trobe University, 1984

Linkages

Supervision

Available for supervision

  • Y

Supervision Statement

  • My preference is for students interested in (1) customer/member loyalty and relationships and/or (2) prosocial behaviours such as customer citizenship, customer engagement and donations. Means by which individuals can enhance their own subjective well-being and that of others, leading to the effective functioning of organisation and societies. I seek doctoral students who work very hard, are passionate about their research and learn from their mistakes. One warning - my feedback can be blunt so I am not for the faint-hearted!