Dr Laszlo Sajtos

PhD, MSc, BSc

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Associate Professor

Biography

2019 – 2021  Adjunct Research Fellow, Curtin University, Australia

2019 –         Associate Professor, University of Auckland, New Zealand

2014-2014 Visiting Researcher, Louisiana Tech University, Ruston, Louisiana, USA

2014-2014 Visiting Researcher, Henley Business School, Oxfordshire, UK

2011-2011 Visiting Researcher, Wilfrid Laurier University, Waterloo, Ontario, Canada

2011-2011 Visiting Researcher, Arizona State University, Tempe, Arizona, USA

2011-2011  Visiting Researcher, Free University of Berlin, Germany

2009 –2018 Senior Lecturer, University of Auckland, Auckland, New Zealand

2006–2008 Lecturer, University of Auckland, Auckland, New Zealand

2005-2006  Lecturer, Christchurch College of Education, Christchurch, New Zealand

2002-2004 Assistant Professor, Budapest University of Economic Sciences, Budapest, Hungary

2003-2003  Visiting Lecturer, University of Otago, Dunedin, New Zealand

2002-2002  Visiting Researcher, Aston University, Birmingham, UK

Research | Current

My research focuses on how customers develop various forms of relationships with employees, brands and technologies in service ecosystems. In particular, I examine the positive and negative effect of relationships on customers’ approach-avoidance behaviour, well-being and choices in various settings (health, retailing, services).

 

For a list of my publications please refer to my Google Scholar page

 

I have secured over $300,000 in research funding.

Teaching | Current

Current teaching

  • MKTG 703/4 Research Methods (Quantitative) I and II
  • MKTG 202    Marketing Research

Past courses

  • INFOMGMT296    Information Systems for Marketing
  • MKTG 302    Advanced Marketing Research
  •  BUS 391    Integrated Marketing & Accounting Project 

Postgraduate supervision

I have supervised over 50 candidates at postgraduate levels in Europe and in New Zealand.

Due to a large volume of requests I am not able to accept all PhD candidates. I am happy to receive (and will read) your e-mail, and will be sure to look at your application when the time comes. Please ensure that you are familiar with my research topics/publications.

PhD supervisions

Camilo Davila (2020-                      Artificial Intelligence-facilitated business-to-business service interactions

Khanh B.Q. Le (2018-)                      Artificial Intelligence-facilitated service interactions (Main supervisor, Marketing)

Haruming Saraswati (2017-2018)    Crisis management (Main supervisor, Marketing)

Yean Shan Beh (2014- 2019)            Affordances as Self-extensions (Main Supervisor, Marketing)

Gabrielle Peko (2013-2017)              Designing complex systems (Advisor, Dept of Information Systems and Operations Management)

Bertalan Magyar (2012-2016)          A Mixed Methodological Interrogation of the Undergraduate Student Experience, Socialisation, and Fields of Study in 21st Century New Zealand (Advisor, Dept. of Sociology)

Sokkha Tuy (2011-2016)                   Effective service recovery strategies in awkward service interactions (Main supervisor, Dept of Marketing)

Yuenbing Deng (2013)                       The role of online brand communities in consumer-brand relationships (Advisor, Marketing)

Andrew Zhu (2011-2013)                  Reciprocal behaviour in online social media (Co-supervisor)

 

Honours and Masters supervisions

Yunjing Luo (2019)                            Linguistic analysis of online reviews (Co-supervisor, Dept of Information Systems)

Lin Zhou (2019)                                  Social Media Affordances

Cornelius Donga (2018)                    Predicted, live and remembered tourism experiences

Zicheng Song (2017)                          Cyberhoarding (co-supervisor, Dept of Marketing)

Parth Joshi (2017)                               The detailedness effect. The superior dimension of language abstraction

Xinpeng Chen (2016)                         Reciprocity online – The case of Weibo

Mike Hsu (2016)                                 The buffering and magnifying effects of relationship in online complaining

Aaron Jones (2013)                             The role of disclosure in customer brand forgiveness

Sherry Siganporia (2012)                   Organisational recovery from negative online consumer impressions

Maria Granados (2012)                      Contrasting the role of ability and morality in online consumer impressions

Bonita Yuen (2010)                            Customer loyalty programs: The case of Qantas

Sokkha Tuy (2009)                             The role of relationships in customer forgiveness

Tracy Jiang (2009)                              Customer loyalty programs: The case of Fly Buys

Jesse Candy (2008)                             The impact of customer switching costs in relational exchanges

Andrew Zhu (2007)                            The customer-brand relationship:  An empirical examination in a retail banking context

Cornelius Donga (2017)                    Predicted, live and remembered tourism experiences

Johnson Liu (2015)                             The role of locus of interaction in explaining players’ intentions in Massively Multiplayer Online Role Playing Games

Xinpeng Chen (2014)                         Reciprocity online – The case of Weibo

Mike Hsu (2014)                                 The buffering and magnifying effects of relationship in online complaining

Dora Bocirnea (2013)                         Motivation-driven well-being: Self-help through online complaining

Zicheng Song (2013)                          When strangers poke – Investigating stranger interactions on social media

Mridhma Chadha (2012)                   Fight dissatisfaction before it’s too late

Aaron Jones (2012)                             The role of disclosure in customer brand forgiveness

Nazneen Sukhia (2012)                      Comparing scandal, crisis and service failures

Daravanh Sayasinh (2011)                 Scandal management

Robert Hollier (2010)                         The behavioural impact of service recoveries

Grant Honey (2010)                            Customer forgiveness in commercial and interpersonal relationships

Ian Soon (2010)                                   Forgetting and forgiving in service failures

Deanaven Naidoo (2010)                   Movies and Stars: A co-branding perspective

Josh Buckley (2009)                           Recovering from service failures: The double deficit principle

Bonita Yuen (2009)                            Customer loyalty conceptualizations: Towards a multi-provider perspective

Rachel Liu (2009)                               Managing perceived risk and value in business-to-business contexts

Sokkha Tuy (2008)                             The role of market-based assets in marketing and accounting

Tracy Jiang (2008)                              Customer loyalty in the insurance industry

Distinctions/Honours

2020   Visiting Fellowship at Peking University, China

2018   Service Excellence Award, Global Marketing Conference

2017   Best Paper Award,   American Marketing Association (Summer) Conference

2016   Teaching Excellence Award, University of Auckland Business School

2016   Teaching Innovation Award, Innovation in Learning and Teaching

2013   Best Reviewer Award, Emerald (Journal of Service Theory and Practice)

2011   Research Excellence Awards, University of Auckland Business School

2011   Best Paper Award, Global Conference on Business and Finance

2005   Best Paper Award, Australian and New Zealand Marketing Academy

2003   Most Published Young Lecturer, Budapest University of Economic Sciences

2003   Best Lecturer Award, Budapest University of Economic Sciences

Governance and Memberships

2019               Associate Editor of the Journal of Service Theory and Practice

2016-2017     President of the Australian and New Zealand Marketing Academy

2017-              Digital Media Lab, University of Massachusetts at Amhurst (Research Associate)

2017-              Luxury Branding Research Cluster, Curtin University (Advisory Board Member)

2016-              Journal of Services Marketing (Editorial Board Member)

2011-              Journal of Service Theory and Practice (Editorial Board Member)

2013-2014    Australian and New Zealand Marketing Academy, Executive Committee Member

2013               Australian and New Zealand Marketing Academy Conference Co-chair

2011               Unitec, Review Panel member

2008-2010    New Zealand Market Research Association, Executive Committee Member

Responsibilities

 

PROFESSIONAL SOCIETIES AND SERVICE:

University and Business School Roles

2019                   1st CODE Research Symposium (Co-host)                   University of Auckland Business School

2019-                  Masters Advisor, Department of Marketing                 University of Auckland Business School

2014 -2017        University Ethics Committee Member                          University of Auckland

2014-2017         Masters Advisor, Department of Marketing                 University of Auckland Business School

2013 -2014        Faculty Research Committee               (member)                             University of Auckland Business School

2007-2013        Postgraduate Board of Studies (member)                      University of Auckland Business School

2009-2013        Honours Advisor, Department of Marketing                University of Auckland Business School

2003- 2004        Committee of the Business Administration Faculty    Budapest University of Economic Sciences

2003- 2004        Leonardo da Vinci Student Placement Program          Budapest University of Economic Sciences

2003-2004        Masters Coordinator                                                      Budapest University of Economic Sciences

National or International Service and Leadership Roles

2019                   1st Research Symposium on MarTech (Australian and New Zealand Marketing Academy)

2019                   Journal of Service Theory and Practice, Associate Editor

2019                   Invited Track Chair, 2020 Global Marketing Conference

2019                   Invited to the National Science Challenge, Exchange in the Digital Age Spearhead

2019                   Co-chair of an Invitation-based conference ‘Technology-enabled Customer-firm Interactions’

2019                   Reviewer of the Postgraduate Programme (Deakin University)

2018                   Global Marketing Conference, Conference Co-Chair

2017 -                 Digital Media Lab, University of Massachusetts at Amhurst (Associate Researcher)

2017 -                 Luxury Branding Research Cluster, Curtin University (Advisory Board Member)

2016-2017        Australian &New Zealand Marketing Academy, President

2016 -                 Journal of Services Marketing (Editorial Board Member)

2013-2014        Australian & New Zealand Marketing Academy, Executive Committee Member

2013                   Australian & New Zealand Marketing Academy Conference Co-chair

2011 -                 Journal of Service Theory and Practice (Editorial Board Member)

2011                   Unitec, Review Panel member

2008-2010        New Zealand Market Research Association, Executive Committee Member

 

Invited talks/visits 

2020                            Guanghua School of Management, Peking University, China

                                    Lanzhou  University, China

                                     Sun Yat-Sen University, China

July 2019                      Xiamen University of Malaysia

November 2014             Louisiana Tech

November 2014             Wilfrid Laurier University

October 2014                 Henley Business School

October 2014                  Bocconi University

June 2013                       Monash University Malaysia

June 2013                        Budapest Business School

June 2013                        Corvinus University

January-March 2011        Arizona State University

March-May 2011              Wilfrid Laurier University

May-June 2011                Free University of Berlin

Areas of expertise

  • Effectiveness of Loyalty Programmes
  • Investigating the Mechanism of Self-disclosure in case of Negative Events
  • Promise Management: The role of advertising and labor-intensity in influencing value creation

Committees/Professional groups/Services

  • Member of the Committee of the Market Research Society New Zealand
  • Programme Director for MCom in Marketing
  • Member of the Board of Postgraduate Studies
  • Associate Editor of the Journal of Service Theory and Practice

Selected publications and creative works (Research Outputs)

  • Guenzi, P., Rangarajan, D., Chaker, N. N., & Sajtos, L. (2019). It is all in good humor? Examining the impact of salesperson evaluations of leader humor on salesperson job satisfaction and job stress. JOURNAL OF PERSONAL SELLING & SALES MANAGEMENT, 39 (4), 352-369. 10.1080/08853134.2019.1598267
  • Ritchie, S. R., Rakhmanova, L., Out-O'Reilly E, Reay, S., Thomas, M. G., & Sajtos, L. (2019). The use of a poster to reduce expectations to receive antibiotics for a common cold. European journal of clinical microbiology & infectious diseases : official publication of the European Society of Clinical Microbiology, 38 (8), 1463-1469. 10.1007/s10096-019-03572-5
    Other University of Auckland co-authors: Stephen Ritchie, Mark Thomas
  • Sajtos, L., Kleinaltenkamp, M., & Harrison, J. (2018). Boundary objects for institutional work across service ecosystems. Journal of Service Management10.1108/JOSM-01-2017-0011
    Other University of Auckland co-authors: Julie Harrison
  • Parsons, M., Rouse, P., Sajtos, L., Harrison, J., Parsons, J., & Gestro, L. (2018). Developing and utilising a new funding model for home-care services in New Zealand. Health & social care in the community, 26 (3), 345-355. 10.1111/hsc.12525
    URL: http://hdl.handle.net/2292/44590
    Other University of Auckland co-authors: John Parsons, Matthew Parsons, Paul Rouse, Julie Harrison
  • Parsons, M., Rouse, P., Sajtos, L., Harrison, J., Parsons, J., & Gestro, L. (2018). Developing and utilising a new funding model for home-care services in New Zealand. Health and Social Care in the Community, 26 (3), 345-355. 10.1111/hsc.12525
    Other University of Auckland co-authors: Matthew Parsons
  • Sajtos, L., & Chong, Y. S. (2018). Activating multiple roles of customer-firm relationships in service failures. Journal of Service Theory and Practice, 28 (2), 250-270. 10.1108/JSTP-07-2017-0105
  • Danaher, P. J., Sajtos, L., & Danaher, T. S. (2016). Does the reward match the effort for loyalty program members?. Journal of Retailing and Consumer Services, 32, 23-31. 10.1016/j.jretconser.2016.05.015
  • Guenzi, P., Sajtos, L., & Troilo, G. (2016). The dual mechanism of sales capabilities in influencing organizational performance. Journal of Business Research, 69 (9), 3707-3713. 10.1016/j.jbusres.2016.03.033

Contact details

Primary office location

OWEN G GLENN BUILDING - Bldg 260
Level 4, Room 425
12 GRAFTON RD
AUCKLAND 1010
New Zealand