David has more than 24 years' experience of higher education teaching, and academic management and leadership in roles such as leading a subject group, and as postgraduate director leading substantial growth in student numbers. David's teaching relates to services marketing and customer experience management. He has delivered practitioner-orientated learning to national and global organisations in customer care, relationship management, end stage customer management and CSR, both in the UK and overseas. He has been awarded significant research grants and published extensively. David has previously worked in retail banking, both at branch level and in a head office marketing management role, before entering academia.
Unlocking behaviors of long term service consumers : the role of action inertia
Leppaniemi, M., Harness, D., Jayawardhena, C., Karjaluoto, H., & Leppäniemi, M. (2017). Unlocking behaviors of long term service consumers : the role of action inertia. Journal of Service Theory and Practice, 27(1), 270-291. https://doi.org/10.1108/JSTP-06-2015-0127