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Dr Anna Ackfeldt 

Marketing Group

Anna Ackfeldt

Dr Anna Ackfeldt is a Lecturer in Marketing at Aston Business School. Before moving into Academia, Anna worked in the service industry, holding several management positions. Anna's research interests lie in the areas of services marketing and management, which are greatly influenced by her past industry experience. Her research primarily focuses on, but is not limited to, how management strategies influence front-line employees’ role stress, job attitudes and customer directed & organizational citizenship behaviours. 

Anna’a work has been published in European Journal of Marketing, International Journal of Research in Marketing, Journal of Business Research, Journal of Services Marketing, The Service Industries Journal and International Journal of Customer Relationship Marketing and Management. She also presents her work at conferences (including, AMA, ANZMAC, BAM and EMAC). Anna is an ad-hoc reviewer for the European Journal of Marketing, British Academy of Management Journal, The Service Industries Journal, Journal of Services Marketing, as well as national and international conferences in Marketing and Management. 

Anna is a Fellow of the Higher Education Academy (FHEA), ITP graduate and Senior Fellow of the Foundation of Management Education. She has many years of experience (since 1999) teaching a range of Marketing modules at Aston University in UK, as well as at Universities in Sweden and Australia. 

Position: Lecturer
Tel: 0044 (0) 121 204 3012
Email: a.ackfeldt@aston.ac.uk
Room: ABS 232

  • PhD (Aston University, UK) 
  • MA Marketing Management (Hons.) (Griffith University, Australia)
  • BCom (Economics and Marketing) (Griffith University, Australia)
  • FHEA, Fellow of Higher Education Academy (FHEA) (2008, recognition reference 34591)

    Professional development courses

  • Aston Excel Programme (Internal Development Programme for staff in management roles) (2010)
  • International Teachers Programme (ITP), at SDA Bocconi, Milano, Italy (September 2008 – July 2009) 
  • Harvard Business School, The “Art and Craft of Case Study Leadership” (2007)
  • ECCH, Teaching with Cases (2007)
  • Lecturer, Aston University. (April 2007 - Present) 
  • Research Fellow, Aston University. (August 2004 - April 2007) 
  • Research Assistant, Aston University. (September 2002 - June 2004) 
  • PhD Student (a research post), Växjö University, Sweden. (September 2001 - August 2002) 
  • Sessional Lecturer and Tutor, Griffith University, Brisbane, Australia. (February 1999 - November 2000) 

Anna has teaching experience in Higher Education since 1999, and has taught at Universities in the UK, Sweden and Australia. 

Anna has been involved in teaching and developing a number of modules over the years. She currently teaches Principles of Services Marketing (BM2249), Marketing Strategy (BM3326) and Services Marketing Management (BMM673, MBA on-line). She has taught in the past Services and Relationship Marketing (undergraduate and postgraduate), Consumer Behaviour, Introduction to Marketing, Marketing Research (undergraduate and postgraduate), Current Issues in Retailing, The Business Game, Marketing Management, Services Marketing Management modules (undergraduate). In addition, she has supervised numerous Undergraduate Placement Assessments (BUP100) and dissertation projects (MSc and PhD). 

Anna's research interests lie in the areas of services management and service strategy, which are greatly influenced by her past industry experience. Anna has spent over 10 years gaining experience in services marketing and management in hospitality and travel service organisations. 

Her research primarily focuses on how management strategies influence front-line employees’ role stress, job attitudes and customer directed & organizational citizenship behaviours. Current research projects include studying service quality in higher education from the student perspective. 

  • Mrs Tabrizi, Wendy (expected completion 2019) 
  • Dr Keith Glanfield (completed 2012)
  • Editor of the Doctoral Working Paper Series at Aston Business School (2003- 2004)
  • Ad hoc peer reviewer, British Journal of Management 
  • Ad hoc peer reviewer, European Journal of Marketing 
  • Ad hoc peer reviewer, Journal of Marketing Management 
  • Ad hoc peer reviewer, Journal of Services Marketing 
  • Ad hoc peer reviewer, Service Industries Journal
  • Peer reviewer for various conferences, including AMA, ANZMAC, AoM, BAM and EMAC

 

  • Fellow Higher Education Academy (FHEA) 
  • Senior Fellow Foundation of Management Education. 
  • Beta Gamma Sigma 

Refereed Journal Articles

  • Evanschitzky, H., Emrich, O., Sangtani, V., Ackfeld, A.-L., Reynolds, K., Arnold, M. (2014), Hedonic Shopping Motivations in Collectivistic and Individualistic Consumer Cultures, International Journal of Research in Marketing, 31 (3), 335-338.
  • Ackfeldt, A., Malhotra, N. (2013). Revisiting the role stress-commitment relationship: Can managerial interventions help? European Journal of Marketing, 47, 353-374. 
  • Ackfeldt, A., Malhotra, N. (2010). Do managerial strategies influence service behaviours? Insights from a qualitative study. International Journal of Customer Relationship Marketing and Management, 1(3), 43-55. 
  • Ackfeldt, A., Wong, V. (2006). The antecedents of prosocial service behaviours: An empirical investigation. Service Industries Journal, 26(7), 727-745. 
  • Ackfeldt, A., Coote, L. V. (2005). A study of organisational citizenship behaviours in a retail setting. Journal of Business Research, 58, 151-159. 
  • Coote, L. V., Price, E., Ackfeldt, A. (2004). An investigation into the antecedents of goal congruence in retail-service settings. Journal of Services Marketing, 18(7), 547-559. 

Refereed Conference Publications

  • Klitzke, B., Chamberlain, L.C. and Ackfeldt, A-L. (2014). Alternative Service Quality Scale Developed for Post Graduate Education. EMAC, June, 2014. 
  • Malhotra, N. and Ackfeldt, A.-L. (2014). Understanding key mechanisms by which internal communication influences prosocial service behaviours of front-line employees. 13th La Londe Service Management Conference 27-30 May, 2014. 
  • Tabrizi, W., Ackfeldt, A., SRHE Annual Conference (2013) Experiencing higher education: Global Trends and Transformations, "Perceptions of learning and teaching quality in Higher Education: developing a culture of co-creation of value," Newport, UK. (December 11, 2013 - December 13, 2013) 
  • Ackfeldt, A., Chamberlain, L., Clarke, E., SRHE Annual Conference (2012) What is Higher Education for? Shared and contested ambitions, "The words we say will teach, if we practice what we preach:  Developing a new discourse to encourage cultural changes in higher education," Newport, UK. (December 12, 2012 - December 14, 2012) 
  • Ackfeldt, A., Malhotra, N., (2012) AIM International Annual Conference: Innovations in Marketing for Emerging Markets: Global Challenges and Opportunities, "Can we manage the influence of role stressors on organizational commitment of front-line employees?," Bangalore, India. (July 29, 2012 - July 30, 2012) 
  • Ackfeldt, A., "Research presentation on services marketing and management research in the Higher Education context," Stockholm School of Economics (SSE), Stockholm, Sweden. (2010 - 2011) 
  • Ackfeldt, A., Malhotra, N., Fay, D., AMA Winter Educator's Conference, "Investigating the moderating effects of managerial interventions on the role stress-commitment relationship," Tampa, Florida. (February 2009) 
  • Ackfeldt, A., Wong, V., Proceedings British Academy of Management Annual Conference, "The effect of management strategies on employee attitudes and service behaviours: An illustrative case study," Oxford. (September 13, 2005 - September 15, 2005) 
  • Ackfeldt, A., Lings, L., Proceedings Australia & New Zealand Marketing Academy Conference, "A proposed investigation into the possible antecedents of prosocial service behaviours," Adelaide, Australia. (December 1, 2003 - December 3, 2003) 
  • Ackfeldt, A., Coote, L. V., Australia and New Zealand Marketing Academy Conference, "An investigation of the antecedents of organisational citizenship behaviours in a retail setting," Gold Coast, Australia. (November 29, 2000 - December 1, 2000) 

Book contributions

  • Ackfeldt, A. (2008). Stena Line: sailing out of troubled waters. Prelude case. Principles of Marketing, Eds. Kotler, P., Armstrong, G., Wong, V., and Saunders, J., 5th European Edition, Pearson Prentice-Hall, pp. 595-596. ISBN: 978-0-273-71156-8
  • Ackfeldt, A. (2005). Stena Line: sailing out of troubled waters. Prelude case. Principles of Marketing, Eds. Kotler, P., Wong, V., Saunders, J. and Armstrong, 4th European Edition, Pearson Prentice-Hall, pp. 622-623. ISBN: 0 273 68456 6

Other evidence of contribution to research

  • 2010 Co-chair of the Business track at the Saudi International Conference, SIC 04, Manchester University (30-31 July, 2010)

Invited presentations

  • Invited research presentations on at Stockholm School of Economics (SSE) in 2010 and 2011
    - June, 2010 – “What is quality/service quality in a Higher Education context - the student perspective.”
    - May, 2011 – “Service quality perceptions in Higher Education from the Master student perspective”
  • Business and practical impact of my research is demonstrated through the research seminars presented to Swedish and UK management and service quality teams of Stena Line in 2004, 2006 and 2010.

International Experience

  • Collaborative research, Stockholm School of Econimics, Sweden. (2009 - Present)

Administrative Roles and Responsibilities

  • Member of Undergraduate Single Honours Programme Review Committee (Marketing, 2013- present)
  • Learning & Teaching Convenor (2012-2014)
  • Undergraduate Course Director for the Marketing Programme (2008-2012)
  • Assistant Postgraduate Course Director (2007-2008)
  • Member of Learning & Teaching Convenor Committee (2012-2014)
  • Member of Undergraduate Learning and Teaching Committee (2008-2014)
  • Member of Undergraduate Single Honours Management Team Committee (2008-2012)
  • Member of Undergraduate Single Honours Staff Student Consultative Committee (2008-2012)
  • Member of Undergraduate Working Party - Common First Year (2010-2011)
  • Member of Undergraduate Working Party - Revision of the Module Reflection form (2011)
  • Member of Undergraduate Working Party - Service Quality  (2009-2010)
  • Member of ICT SPAM Committee (2007)
  • Member of Technology Strategy Group (TSG) (2004-2006) 
  • Member of Technoloyg in Learning & Teaching (TiLT) (2004-2006)  
  • Member of Personal Computer Working Party (PCWP) (2004-2006)
  • Library Liason for the Marketing Group 

  Other Professional Activities

  • External Examiner (MSc in Service Management), University of Buckingham, UK. (January 2011 - Present)
  • Ad hoc peer-reviewer, European Journal of Marketing. (2004 - Present)
  • Ad hoc peer-reviewer, Journal of Services Marketing. (2004 - Present)
  • Ad hoc peer-reviewer, Service Industries Journal. (2004 - Present)
  • Ad hoc peer-reviewer, British Journal of Management.
  • Ad hoc peer-reviewer, Journal of Marketing Management.

External examiner

  • External Examiner (MSc in Service Management and MSc Management in a Global Service Economy), University of Buckingham, UK. (January 2011 - Present) 

 

Awards, Honours and Esteem

 

  • Aston Business School Staff Award January 2012 for Innovation and Aspiration

 

 

Employable Graduates; Exploitable Research