Services Marketing, Branding, Quality Management, Customer Satisfaction, Categorization

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1 Curriculum Vitae (August 6, 2015) Business address: Prof. Dr. H.C.A. (Henk) Roest Department of Marketing (K1009) Tilburg University P.O. box LE Tilburg The Netherlands (tel) (fax) Education : Ph.D: Marketing, Service Quality Expectations: Assessment and Management, Tilburg University (advisor Prof. Dr. Rik Pieters) : MSc: Business Administration, specialization Marketing and Marketing Research, Tilburg University (cum laude) : BA: Economic Science and Law, Moller Institute Tilburg Appointments 2009-present TiasNimbas Professor in Marketing Management at the School of Economics and Management and TIAS Business School, both Tilburg University : Associate Professor in Marketing, Tilburg University : Assistant Professor in Marketing, Tilburg University : Research Assistant at the Department of Marketing, Tilburg University Major Fields Services Marketing, Branding, Quality Management, Customer Satisfaction, Categorization Teaching & Coaching Undergraduate (Bachelor in Business Administration): 2013-present: Marketing for Pre-Masters (4.4 on a 5 point scale) 2003-present: Consumer Behavior (4.1 / 5) : Marketing Tactics

2 Graduate (Master in Business Administration and Master in International Business): 2005-present: Brand Management (4.2 / 5) : Service Quality Management : Seminar Marketing : Strategic Marketing Management Executive (Tias Business School): 2001-present: Health Administration: MHA ( 4.4 / 5) 2000-present: Management of Education: MME ( 4.9 / 5) 1999-present: Management and Organizations: MMO (4.5 / 5) 1992-present: Management in Non-Profit Organizations: MPM (4.9 / 5) 1996-present: In-Company Courses for ACNielsen, Generali, IG&H, BNG, ING, Trudo, Oisterwijk, Essent a.o. (with an average score of 4.5 / 5) 1997: Customer Satisfaction : Marketing College: MM Other Teaching & Coaching Activities: : Habidrome : ELP: Learning and Strategy : Erasmus Forum: Sales & Account Management : ISBW and SRM: NIMA-C Marketing Management Management 2000-present: Member of the Management Team of the Marketing Department : Master Thesis Coordinator (MBA and MScMM) : Department Chair, Department of Marketing, Tilburg University : Pre-Master Coordinator for all Master programs at TiSEM : Chairman of the Board of Business Administration : Member of the Board of the Dutch Marketing Association, NIMA-C Amsterdam Grants & Awards 2015: Best Teacher Award at Tias Business School, Tilburg University. 2012: Top Cited Article Award for "The Impact of Consumer Internet Experience on Channel Preference and Usage Intentions Across the Different Stages of the Buying Process, Journal of Interactive Marketing, with Ruud Frambach and Trichy Krishnan and 2012: Excellent Teacher Award at the Tilburg School of Economics and Management. 2009: Winner of the Best Master Course Award (plaque and euro) at the Tilburg School of Economics and Management; Brand Management (out of 148 courses). 2007: Nominated for Best Teacher Award at Tias/Nimbas Business School, Tilburg University (runner-up). 2007: Nominated for Best Master Course Innovation Award at the Faculty of Economics and Business Administration; Brand Management (runner-up).

3 2000: Research project grant euro for "Determinants of Consumer Channel Adoption Within the Financial Service Sector", NCR Knowledge Laboratory London, with Ruud Frambach and Trichy Krishnan. 1997: Literati Outstanding Paper Award for "Assimilation Processes in Service Satisfaction Formation", International Journal of Service Industry Management, with Rik Pieters and Kitty Koelemeijer. Research Publications Scientific International Henk Roest (2010), The Influence of Quality Cues and Typicality Cues on Restaurant Purchase Intention, Journal of Retailing and Consumer Services, 17 (Spring), Henk Roest (2008), Experience-Based Category Expectations in Service Quality Research and Management, in Global Cases on Hospitality Industry, V. Jauhari (ed.), the Howarth Press, New York, Henk Roest, Ruud Frambach and Trichy Krishnan (2007), Implementing a Multichannel Strategy: How Perceived Consumer Value Affects Channel Choice across Different Stages of the Decision-Making Process, Proceedings of the 36 th Annual Conference of the European Marketing Academy, Halldór Örn Engilbertsson, Reykjavík University, Iceland, cd-rom, 1-9 Ruud Frambach, Henk Roest and Trichy Krishnan (2007), The Impact of Consumer Internet Experience on Channel Preference and Usage Intentions across the Different Stages of the Buying Process, Journal of Interactive Marketing, 21 (Spring), Henk Roest (2005), Experience-Based Category Expectations in Service Quality Research and Management, in Proceedings of the International Conference on Services Management, V. Jauhari (ed.), New Delhi, Henk Roest (2003), New Service Development; Creating Memorable Experiences. J.A. Fitzsimmons and M.J. Fitzsimmons (eds.), Book review in: Journal of Retailing and Consumer Services, 10 (1), Henk Roest (2002), An Integration of Different Perspectives in Cue Management, in Proceedings of the 31 st Annual Conference of the European Marketing Academy, M. Farhangmehr (ed.), Braga, cd-rom, 1-8 Henk Roest and Rik Pieters (2001), "Back to the Future; Rethinking the Theory on Consumer Expectations," in Proceedings of the 30th Annual Conference of the European Marketing Academy, E. Breivik, A.W. Falkenberg and K. Gronhaug (eds.), Bergen, cdrom, 1-7 Henk Roest and Theo Verhallen (2000), "O Marketing da Qualidada," in: Theoria Organizacional; Perspectivas e Prospectivas, M. Cunha, Publicaçoes Dom Quixote, Lisboa, Olaf Prevo, Patrick Leunisse and Henk Roest (1999), "The Mediating Role of Psychosocial Benefits in the Satisfaction Formation Process," Tinbergen Institute Discussion 1 This article received the Elsevier Top Cited Article Award.

4 Paper, /3, Tinbergen Institute, Rotterdam, 1-14 Henk Roest and Rik Pieters (1999), "The Effect of Usage Situation and Expertise on Service Quality Norms", in: Proceedings of the 28th Annual Conference of the European Marketing Academy, Marketing and Competition in the Information Age, L. Hildebrandt, D. Annacker and D. Klapper (eds.), Berlin, 1-30 cd-rom Henk Roest (1998), Service Quality Expectations; Assessment and Management, Educatieve Partners Nederland, Henk Roest and Rik Pieters (1997), "The Nomological Net of Perceived Service Quality", International Journal of Service Industry Management, 8 (4), Henk Roest, Rik Pieters and Kitty Koelemeijer (1997), "Satisfaction with Amusement parks", Annals of Tourism Research, 24 (4), Henk Roest, Tammo Bijmolt and Rik Pieters (1997), "Industrialization of Services and the Management of Quality Expectations and Purchase Intention", in: Managing Service Quality 3, P. Kunst and J. Lemmink (eds.), SAGE (Paul Chapman) Publications, London, Patrick Leunissen, Olaf Prevo and Henk Roest (1996), "The Mediating Role of Psychosocial Benefits in the Satisfaction Formation Process", in: Proceedings of the 25th Annual Conference of the European Marketing Academy, Marketing for an Expanding Europe, J. Beracs, A. Bauer and J. Simon (eds.), Budapest, Henk Roest and Theo Verhallen (1995), "Quality Marks: Prospective Tools in Managing Service Quality Perceptions", in: Managing Service Quality, QMS Series Volume 1, Chapter 5, P. Kunst and J. Lemmink (eds.), SAGE (Paul Chapman) Publications, London, Kitty Koelemeijer, Rik Pieters, Olaf Prevo and Henk Roest (1995), "Service Evaluation Processes: An Investigation into Discriminant Validity and Causality towards an Integrated Research Perspective", in: Proceedings of the Workshop on Quality Management in Services V, R. Pieters et al. (eds.), Tilburg, Tammo Bijmolt, Henk Roest and Erwin den Hoed (1995), "To Be or Not to Be Served: That is the Question", in: Proceedings of the Workshop on Quality Management in Services V, R. Pieters et al. (eds.), Tilburg, Rik Pieters, Kitty Koelemeijer and Henk Roest (1995), "Assimilation Processes in Service Satisfaction Formation", International Journal of Service Industry Management, 6 (3), Henk Roest and Theo Verhallen (1994), "Managing Service Quality Perceptions by Quality Marks", in: Marketing Review, 1, C. Lambrinopoulos (ed.) Athens, Rik Pieters, Henk Roest and Kitty Koelemeijer (1994), "Customer Satisfaction with Multiservice/Multisegment Operations; Costs and Benefits of Staged Performance Operations", in: Proceedings of the Workshop on Quality Management in Services IV, D. Carson and A. Gilmore (eds.), Marne-La-Valee, 1-15 Ruud Frambach, Harriette Greve and Henk Roest (1994), "A Managerial Approach of Service Industrialization to Perceived Service Quality", in: Proceedings of the Workshop on Quality Management in Services IV, D. Carson and A. Gilmore (eds.), Marne-La-Valee, Henk Roest and Theo Verhallen (1994), "The Marketing of Quality", in: Proceedings of the Workshop on Quality Management in Services IV, D. Carson and A. Gilmore (eds.), Marne-La-Valee, Rik Pieters, Henk Roest and Kitty Koelemeijer (1994), "Forward and Backward Assimilation in Service Satisfaction Formation", in: Management of Services: A Multidisciplinary 2 This article received the Literati Outstanding Paper Award ("best article").

5 Approach, E. Langeard and P. Eiglier (eds.), La-Londe-Les-Maures, Henk Roest and Kitty Koelemeijer (1993), "Framing Perceived Service Quality and Related Constructs: A Multilevel Approach", Research Memorandum FEW 591, January, Tilburg University, Tilburg, 1-19 Ruud Frambach and Henk Roest (1993), "Service Industrialization and Its Use in Service Quality Management", in: Proceedings of the Workshop on Quality Management in Services III, C. Gronroos, T. Strandvik, V. Liljander and K. Storbacke (eds.), Helsinki, Kitty Koelemeijer, Henk Roest and Theo Verhallen (1993), "An Integrative Framework of Perceived Service Quality and its Relations to Satisfaction/Dissatisfaction, Attitude, and Repurchase Intentions", in: Proceedings of the 22nd Annual Conference of the European Marketing Academy, Marketing of the New Europe: Dealing with Complexity, J. Chias and J. Sureda (eds.), Barcelona, Henk Roest and Theo Verhallen (1992), "Managing Service Quality Perceptions by Quality Marks", in: Proceedings of the 21st Annual Conference of the European Marketing Academy, Marketing for Europe - Marketing for the Future, K. Grunert and D. Fuglede (eds.), Aarhus, Henk Roest and Theo Verhallen (1992), "Managing Service Quality Perceptions by Quality Marks", in: Proceedings of the Workshop on Quality Management in Services II, J. Lemmink and P. Kunst (eds.), Maastricht, Dutch Henk Roest en Léon Savelkoul (2014), Waarom Belt U Mij Eigenlijk; Ik Bel U Toch Ook Niet? Een Onderzoek naar Corporate Engagement vanuit Klantenperspectief, Maandblad voor Accountancy en Bedrijfseconomie, 88, Juli-Augustus, Henk Roest (2011), Marketing Management; Een Onderzoeksperspectief, in: Perspectieven op Management, T. Wentink ed., Boom Lemma, Den Haag, Henk Roest (2009), Know-What, Know-How, Know-Why & Know-When in Services Marketing Management, in: Business Performance Management, T. Wentink ed. Boom Academic, Den Haag, Henk Roest en Martijn Hulsen (2008), Loyale Klanten: Hebben is Hebben, Maar Houden de Kunst, in: Ontwikkelingen in het Marktonderzoek 2008; Jaarboek Marktonderzoek Associatie, A.E. Bronner et al. (eds.), Uitgeverij Spaar en Hout, Haarlem, Henk Roest en Theo Verhallen (1999), "Kwaliteitskeurmerken Gekeurd op Kwaliteit, Sigma, 4, 6-9 Henk Roest en Rik Pieters (1999), "Continu Verantwoordelijk voor Klantwaarde: de Veranderende Functie van Dienstenmarketing," in: Trends in Marketing: Fascinerende Visies van Topspecialisten, R. Frambach en Th. Poiesz (eds.), Samson, Alphen aan den Rijn, Rik Pieters, Henk Roest en Kitty Koelemeijer (1999), "Servicecommunicatie en Serviceconsumptie", in: Dienstenmarketing, M. Visser, Kluwer, Deventer, Henk Roest en Will Reijnders (1999), Cases Marketing Strategie 2, Educatieve Partners Nederland, Houten, Henk Roest en Theo Verhallen (1999), "Dienstenkeurmerken Misbruikt", Tijdschrift voor Marketing, 33 (Maart), Marco Vriens, Henk Roest, Erik de Kort en Theo Verhallen (1998), "Meten van Kwaliteit van Dienstverlening en Strategische Marketing Planning", Jaarboek van de Nederlandse Vereniging voor Marktonderzoek en Informatiemanagement, Uitgeverij

6 de Vrieseborch, Haarlem, Henk Roest (1996), "Managen van Kwaliteitsverwachtingen", M&O Quarterly, 1, 91 Henk Roest, Tammo Bijmolt en Erwin Den Hoed (1996), "Tussen Mens en Machine: De Invloed van Serviceautomatisering op Kwaliteitsperceptie", Tijdschrift voor Marketing, 30 (December), Henk Roest, Rik Pieters en Kitty Koelemeijer (1995), "Multiservice/Multisegment Dienstverlening", Mark-It, Mei, 7-11 Ruud Frambach, Henk Roest en Theo Verhallen (1995), "Marketing als Erkende Zwakte: Onderzoek naar de Marktorientatie van Nederlandse Bedrijven", Tijdschrift voor Marketing, 29 (Juli/Augustus), Rik Pieters, Henk Roest in Kitty Koelemeijer (1995), "Servicecommunicatie in Serviceconsumptie", Tijdschrift voor Marketing, 29 (Oktober), Wal Oomens, Henk Roest en Marc Vaessen (1993), "Schakelgedrag op de Nederlandse Televisie", Tijdschrift voor Marketing, December, Henk Roest en Will Reijnders (1993), Cases Marketing Strategie 1, Stenfert Kroese, Leiden, Henk Roest en Theo Verhallen (1993), "Kwaliteit als Commerciële Strategie", Maandblad voor Accountancy en Bedrijfseconomie, December, Henk Roest en Ruud Frambach (1992), "Industrialisatie van Dienstverlening", Mark-It, 2, Juni, Henk Roest en Francoise Tijssen (1991), "Beheersing van het Kwaliteitsperceptieproces bij Diensten Door Middel van Keurmerken", Research Memorandum FEW 499, Tilburg University, Tilburg, 1-76 Henk Roest en Marco Versteijne (1988), "Probleemgebied en Probleemvelden", Tijdschrift voor Marketing, September, Conference Presentations (with proceeding abstracts) 2010: Search Engine Advertisements: The Impact of Advertising Statements on Clickthrough and Conversion Rate, 17th Recent Advances in Retailing and Services Science Conference, Istanbul, Turkey 2004: The Diagnostic Value of Cues in Quality Assessment and Purchase Decision Making, 11th Recent Advances in Retailing and Services Science Conference, Prague, Czech Republic 2000: Managing the Adoption of Financial Services; The Service - Channel Fit, 7th Recent Advances in Retailing and Services Science Conference, Sintra, Portugal 1999: Managing Store Loyalty, 6th Recent Advances in Retailing and Services Science Conference, Las Croabas, Puerto Rico 1997: Service Quality Expectations, 4th Recent Advances in Retailing and Services Science Conference, Scottsdale, Arizona 1996: The Management of Service Quality Research, 3rd Recent Advances in Retailing and Services Science Conference, Telfs-Buchen, Austria 1995: The Integration of Internal and External Quality: A Strategic Program Approach, 2nd Recent Advances in Retailing and Services Science Conference, Broadbeach, Australia 1995: The Intermediary Role of Emotions in PSQ and CS/D formation, 2nd Recent Advances in Retailing and Services Science Conference, Broadbeach, Australia 1994: A Hierarchical Approach to Perceived Service Quality, Recent Advances in Retailing and Services Science Conference, Banff, Canada 1993: Strategische Marketing Planning, Kennis is Kracht, Katholieke Universiteit Brabant, Tilburg, The Netherlands

7 1992: Managing Service Quality Expectations, 5th Colloquium for Doctoral Students in Marketing, Aarhus, Denmark Conference Organization 2010: Chairperson of the Special Session on Service Quality, 17th Recent Advances in Retailing and Services Science Conference, Istanbul, Turkey 2007: Chairperson of the Special Session on Retailing, Channel Management and Logistics, 36 th EMAC Conference, Reykjavik, Iceland 2004: Chairperson of the Special Session on Service Quality, 11th Recent Advances in Retailing and Services Science Conference, Prague, Czech Republic 1999: Chairperson of the Special Session on Market Segmentation, 6th Recent Advances in Retailing and Services Science Conference, Las Croabas, Puerto Rico 1997: Chairperson of the Special Session on Perceived Service Quality, 4th Recent Advances in Retailing and Services Science Conference, Scottsdale, Arizona 1996: Chairperson of the Special Session on Perceived Service Quality, 3rd Recent Advances in Retailing and Services Science Conference, Telfs-Buchen, Austria 1995: Chairperson of the Special Session on Perceived Service Quality, 2nd Recent Advances in Retailing and Services Science Conference, Gold Coast, Australia 1994: Chairperson of the Special Session on Perceived Service Quality, Recent Advances in Retailing and Services Science Conference, Banff, Canada 1993: Chairperson of the Special Session on Service Quality, 22 nd EMAC Conference, Barcelona, Spain 1989: Marketing Meeting, Tilburg University, The Netherlands Review Activities 2012-present: International Journal of Hospitality Management 2010-present: International Journal of Research in Marketing 2010-present: Tourism Management 2009-present: Service Industries Journal 2002-present: Journal of Service Management (formerly known as The International Journal of Service Industry Management) (since 2006 member of the International Editorial Advisory Board) 1998-present: Journal of Economic Psychology 1995-present: Journal of Retailing and Consumer Services 1995: Journal of Business Research 1994: 23rd Annual Conference of the European Marketing Academy, Marketing: Its Dynamics and Challenges, Maastricht 1994: 5th Annual workshop on Quality Management in Services, EIASM, Tilburg Miscellaneous Kwaliteitscertificatie heeft zijn Prijs, De Financieel Economische Tijd, 11 Februari 2000, 6 Zaken met Smaak, Management Team, November 1998, Kwaliteit van Diensten; Wat Verwacht de Consument, EYE, November 1998, 7

8 Hoe Plezierig is Pret?, NieuwsTribune, Juli 1994, 28-29

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