Learning from Theatre and Acting to Spice Up your Marketing & Customer Service, April 9, 2010

Prof. Aidan Daly, Seminar Facilitator/Host, NUI Galway.
Prior to joining the Marketing Discipline in 1982, Aidan Daly held a series of demanding and challenging senior management positions. These positions included Research Economist, Marketing Research Manager, Sales Manager, Marketing Manager and General Manager. Some of the responsibilities included negotiating business with the major multiples in Ireland, Great Britain and on the Continent; new product development; terminating and re-organising the U.K. sales organisation while still achieving increased sales targets in that market; devising marketing strategies to overcome severe seasonability and resulting cash flow problems; trade union negotiations.

The senior positions he held where challenging, very tough and compressed a range of managerial experiences into a relatively short time frame. However it affords him an almost unique credibility in teaching as the following comment from a C.E.O. attending a conference addressed by Aidan Daly illustrates:
"Aidan Daly must be unique. He's got top academic qualifications and fantastic business experience. And it shows. This was a fantastic session, the best I've ever been to."

This business background, and the fact that he is a very popular conference speaker, trainer and consultant means he has contacts with leading business people. The list of guest speakers he's invited to the University reads like a "Who's Who" of business.
Since joining the University he has developed thirteen courses.   In October 2007 he was awarded the prestigious President's Award for Teaching Excellence.
Apart from graduate and undergraduate teaching in Global and Services Marketing, he is involved in Management Consulting and Training in Ireland, Europe, Middle and Far East and several African countries. He has an enviable reputation as a stimulating conference speaker.

Aidan Daly is a co-founder and non-executive Director of a number of service companies.
His research interests include Services Marketing, the applicability of dramaturgy in assisting service businesses deliver branded customer service, marketing services internationally and selling and sales management.He has authored or co-authored four texts and published in leading academic journals.  For the past fifteen years he has researched, published and presented with Ray Fisk, Steve Grove and Mike Dorsch.  Together they carried out an experiment in Aer Arann to test the benefits of improvisation training for the airline’s cabin crew.

Raymond P. Fisk is Professor and Chair of the Department of Marketing, at Texas State University - San Marcos. He earned his B.S., M.B.A., and Ph.D. from Arizona State University. Previously, he taught at the University of New Orleans, the University of Central Florida and Oklahoma State University. Dr. Fisk served as a Fulbright Scholar to Klagenfurt University of Education Sciences, Austria. He has also taught at Arizona State University, the American Graduate School of International Management (Thunderbird), Universidad Diego Portales, Santiago, Chile, University College Dublin, Ireland, the Swedish School of Economics, Helsinki, Finland, and the Universidade do Porto, Portugal.

Dr. Fisk has published in the Journal of Marketing, Journal of Retailing, Journal of the Academy of Marketing Science, European Journal of Marketing, Journal of Service Research, Service Industries Journal, Journal of Services Marketing, International Journal of Service Industry Management, Managing Service Quality, Journal of Health Care Marketing, Journal of Professional Services Marketing, Journal of Marketing Education, Marketing Education Review, and numerous national and regional marketing conferences. Dr. Fisk has published five books: Interactive Services Marketing (3rd Edition); Services Marketing Self-Portraits: Introspections, Reflections and Glimpses from the Experts; Marketing Theory: Distinguished Contributions; AIRWAYS: A Marketing Simulation; and Services Marketing: An Annotated Bibliography.

Dr. Fisk started the American Marketing Association’s Services Marketing Special Interest Group (SERVSIG) and returned as Chair in 2008-2009. He is Past President of the AMA Academic Council. In 2005, he won the Career Contributions to the Services Discipline Award from SERVSIG. Dr. Fisk serves as a member of the Distinguished Faculty for the Center for Services Leadership, Arizona State University.

 Steve Baron is Professor of Marketing at the University of Liverpool Management School, and Head of the Marketing and Service Management Group. He is Director of the Centre for Experiential Consumption Studies at the University of Liverpool, and was Chair of the AMA Servsig International Research Conference (5-7 June 2008). He is former Chair of the UK Academy of Marking Special Interest Group for Services Marketing. His current research interests include the understanding of service experiences from the consumer perspective, and communities of service and social practice.

He has publications in services, marketing, education and management journals, including Journal of Service Research, European Journal of Marketing, International Journal of Market Research, Higher Education Quarterly and Journal of Business Research. He is co-author of ‘Services Marketing: Text and Cases’, published by Palgrave in 2009, and ‘Relationship Marketing: A Consumer Experience Perspective’, to be published by Sage in 2010. He is Deputy Editor of Journal of Customer Behaviour, and on the editorial advisory boards of Journal of Services Marketing, Service Science, and Service Business: An International Journal.

Kim Cassidy is Professor of Marketing and Director of Research at Lincoln University Business School.  She has been teaching and researching in the field of Marketing for over 20 years and prior to joining Lincoln in 2006 held academic positions at the Universities of Liverpool, Durham and Sheffield. She began her academic career at Manchester Metropolitan University where she was involved in the development of the UK’s first undergraduate degree in Retail Marketing established in collaboration with Senior Executives from the Retail industry. She is a Visiting Professor at Liverpool University and City College Thessonaliki Greece, affiliated to Sheffield University. Prior to joining academia, Kim worked in Management positions for Pedigree Petfoods and Marks and Spencer PLC and Stats MR, a market research organisation carrying out research or clients in the drinks industry. Dr. Cassidy is a regular presenter at international practitioner conferences where she enjoys the challenge of exposing academic ideas to practice.

Her research, which focuses on consumer behaviour within services marketing, has been published in the Journal of Service Research, European Journal of Marketing, Journal of Marketing Management, Service Industries Journal, Journal of Services Marketing, and International Journal of Service Industry Management. Dr. Cassidy has published four books in the area of Marketing. Most notably Services Marketing; Text and Cases now in its 3rd edition. Her publications are written under her maiden name of Harris.

Dr. Cassidy serves on the editorial review board of the Journal of Services Marketing and last year was Vice Chair for the AMA Servsig International Research conference held in Liverpool.

She describes herself as being ‘fascinated’ with consumer behaviour, and passionate about the contribution employees can make to improving customer satisfaction.

Michael J. Dorsch (Ph.D. Arkansas) is a Professor of Marketing at Clemson University, which is located in Clemson, South Carolina, USA. In addition, Mike is a former Chair of SERVSIG, a special interest group sponsored by the American Marketing Association, a former Editor of the Journal of Marketing Theory and Practice, and a regular reviewer for marketing journals. He has numerous journal publications and paper presentations that address services marketing and customer loyalty issues. He has also received several Best Journal Article Awards and multiple Outstanding Journal Reviewer Awards. 

Stephen J. Grove (B.A, M.A, Texas Christian University; Ph.D., Oklahoma State University) is a Professor of Marketing at Clemson University (Clemson, SC, USA). He has published in Journal of Retailing, Journal of the Academy of Marketing Science, Journal of Public Policy and Marketing, Journal of Macromarketing, Journal of Business Research, Journal of Services Research, Journal of Personal Selling and Sales Management, Journal of Advertising, The Service Industries Journal, European Journal of Marketing, Journal of Services Marketing, Managing Service Quality, Marketing Management and several others. He is co-author of the text, Interactive Services Marketing (Houghton-Mifflin), now in its third edition, and the book, Services Marketing Self- Portraits: Introspections, Reflections and Glimpses from the Experts (American Marketing Association). He has also twice served as Chair of the American Marketing Association's Services Marketing Special Interest Group (SERVSIG) and as a member of the AMA's Academic Council.  His research interests lie in interactive aspects of the service encounter, environmental issues, and promotion of services.

Rick Harris is Head of Performing Arts @ Aquinas College in Stockport, one of the most successful sixth form colleges in the UK. He is an inspirational teacher and workshop leader and is an experienced actor, director and designer on a diverse range of Theatre projects.  He has worked with a broad range of theatre companies at a community level, including Bare Witness, Big Brum, and Splendid Theatre and has also worked with companies including Halfords PLC, Simply Heathcotes restaurants and on the staff development programme @ Aquinas on innovative research and workshop projects. His research, which focuses on the application of Theatre and Drama both as a metaphor and as applied technique, has been published in the Journal of Service Research, Journal of Services Marketing, and International Journal of Service Industry Management. He is currently involved with the development of the of The Human Experience management project based at Aquinas and Lincoln University.

 Annette Tierney,Forum Theatre Practitioner
A graduate in communications and marketing, Annette spent a decade working in the pharmaceutical sector in sales, marketing and commercial development.  As a performer she trained in acting with the Gaiety School in Dublin and worked for several years in Irish theatre and television.  Her combination of commercial skills and theatre experience allowed Annette to explore a performance-based approach to organisational development.  Annette developed her skills as a forum theatre practitioner, under the tuition of the methods creators Augusto and Julian Boal, in Ireland and the US.
Annette works with clients in the production, management and delivery of learning events and programmes.  She specialises in forum theatre derived from Theatre of the Oppressed methods, and adapts these to suit business applications.  As a producer and facilitator with Jel, Annette has worked with clients nationwide; from small and medium enterprises to large multi-national organisations.  She has designed and facilitated programmes in areas including management and team development, cross-functional operations and communication, sales performance and brand engagement, diversity, organisational culture and customer service experience design. Annette also brings the techniques of Theatre of the Oppressed into the community through Jel’s outreach programme The Jikijela Project.