Dr Laszlo Sajtos
PhD, MSc, BSc
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
- +64 9 923 2724
- +64.9.923.2724
- l.sajtos@auckland.ac.nz
- Media Contact
Primary office location
OWEN G GLENN BUILDING - Bldg 260
Level 4, Room 425
12 GRAFTON RD
AUCKLAND 1010
New Zealand