Dr. Steve Tax
Professor and Francis G. Winspear Scholar; Service Management
BCom, University of Manitoba; MBA, PhD, Arizona State
|Office: BEC 448|
- Customer service
- Customer satisfaction
- Service quality
Dr. Stephen Tax is a professor in the Faculty of Business at the University of Victoria. He teaches marketing management, services management and international marketing to undergraduate, graduate and executive students. Dr. Tax's research interests focus on interdisciplinary issues in services management, notably service recovery, service design, customer performance and service networks. This work has produced a host of articles appearing in such journals as the Journal of Marketing Research, Sloan Management Review, the Journal of Marketing, the Journal of Retailing, the Journal of Operations Management and the Journal of Consumer Psychology. His co-authored article, "Customer Evaluation of Service Complaint Experiences: Implications for Relationship Marketing" won the AMA Award for best services marketing article published in 1998. The article, "Recovering and Learning from Service Failure," was awarded the Richard Beckhard Prize in 2000 for the outstanding article published in Sloan Management Review in the field of planned change and organizational development. He is a past editorial board member of the Journal of Marketing and currently serves on the board of the Journal of the Academy of Marketing Science.
*Tax, S., Kim, S. & Nair, S. (Forthcoming). Getting the right pay off from customer penalties. Business Horizons.
*Read, M.J.B., Colgate, M., Corwin, V. & Tax, S. (Forthcoming). Helping create service 'experts': The opportunity for an athletic approach in service organizations. International Journal of Mentoring and Coaching.
Chandrashekaran, M., Rotte, K., Tax, S.S. & Grewal, R. (2007). Satisfaction Strength and Customer Loyalty. Journal of Marketing Research, 44(1), 153-163.
Tax, S.S., Colgate, M. & Bowen, D.E. (2006). How to prevent your customers from failing. MIT Sloan Management Review, 47(3), 31-39.
Rotte, K., Chandrashecaran, M., Tax, S.S. & Grewal, R. (2006). Forgiven But Not Forgotten: Covert Uncertainty in Overt Responses and the Paradox of Defection-Despite-Trust. Journal of Consumer Psychology, 16(3), 283-294.
Tax, S.S. & Stuart, I. (2004). Toward an Integrative Approach to Designing Service Experiences: Lessons Learned from the Theatre. Journal of Operations Management, 22, 609-627.
Champion: Service Management
"The award winning UVic service management specialization is the only program in Canada and one of a few in the world that prepares students for the challenges of competing in the service economy," says Tax. "I am proud to be champion and delighted to work with such a dedicated team of faculty, students and business partners. The greatest reward is hearing from our alumni about how the program changed their lives and jumpstarted their careers."
- University of Victoria Provost Distinguished Service Award (2005)
- University of Victoria, Faculty of Business Annual Service Award (2005)
- Named Fellow of the Center for Services Leadership, ASU (2004)
- J.W. McConnell Foundation Award for Innovation in Teaching (2001)
- Richard Beckhard Prize for the outstanding contribution to the field of planned change and organizational development published in Sloan Management Review (2000).
- American Marketing Association Award for the Best Paper published in services marketing (1999).
- Service marketing and management (MBA, BCom)
- Marketing Management (MBA)
- International marketing (BCom)
Service More Than Sum of Its Parts
Consider a couple going to the theatre; they hire transportation, attend a restaurant before the play and then go for a bite to eat afterward. All of the businesses that are a part of the evening take part in delivering the experience and each contributes to the the couple's overall satisfaction. The example serves to illustrate that services are, as Gustavson researchers Dr. Steve Tax and Dr. David McCutcheon contend in their latest research, increasingly provided by a service delivery
network (SDN). All of the network members play a role in the experience and their performance influences the customer's view of the others. Read more.