Top of page
Global Site Navigation

School of Business and Law

Local Section Navigation
You are here: Main Content

Professor Sanjit Roy

Professor of Marketing and Service Science

Staff Member Details
Telephone: +61 8 0411177995
Email: sanjit.roy@ecu.edu.au

Professor Sanjit Roy is a Professor of Marketing and Service Science.

Biography

Sanjit K. Roy is a Professor of Marketing and Service Science at School of Business and Law, Edith Cowan University (ECU). He is also the Vice Chancellor’s Professorial Research Fellow at ECU. Prior to joining ECU, he worked at UWA Business School, The University of Western Australia for nine years. He was one of the founding fellows of the Centre for Business Data Analytics at UWA Business School. He is a certified LEGO® SERIOUS PLAY® Facilitator.

Sanjit is an Associate Editor at European Journal of Marketing and Australasian Marketing Journal. He is on the editorial boards of International Journal of Information Management, Journal of Business Research, Journal of Services Marketing, Journal of Strategic Marketing, and Journal of Service Theory & Practice. He has published in British Journal of Management, Industrial Marketing Management, European Journal of Marketing, Journal of Business Research, Journal of Marketing Management, International Journal of Information Management, Information Systems Frontiers, Internet Research, Journal of Services Marketing, among others.

His research interests include Customer Experience Management, Impact of New Age Technologies (i.e., Artificial Intelligence, Robotics and Metaverse) on Services, and Transformative Service Research.

Sanjit is a thought leader in his field and regularly contributes and comments on media stories, including recent appearances on 7News.

  • 2023 – Best Case Seller Award], (Harvard Business Publishing), Margiotta Food & Wine: Customer Service through Service Robots
  • 2023 – Best Case Seller Award], (Ivey Publishing), Pepperfry.com: Marketing to Manage Customer Experience
  • 2021 – Top 10 Most Social Media Attention Received, International Journal of Information Management
  • 2020 – Student Choice Award, UWA Business School
  • 2017 – Best Paper Award, Journal of Marketing Management
  • 2017 – Highly Commended Paper, Internet Research
  • 2015 – Vice-Chancellor's Early Career Investigators Award, The University of Western Australia
  • Artificial Intelligence and Marketing
  • Human-Robot Interactions
  • Metaverse and Marketing
  • Customer Experience Management

Securing Digital Futures

  • Digital citizenship and human behaviour (AI, Digital transformation)

Society and Culture

  • Individual, economic, organisational, political and social transformation (Frontline employee well-being; Customer well-being; Patient well-being)
  • Impact of Artificial Intelligence on Services (e.g., retailing, hospitality, healthcare)
  • Service robots
  • Customer experience
  • Digital transformation

Qualifications

  • Doctor Of Philosophy, India, 2011.

Research Outputs

Journal Articles

  • Nazaritehrani, A., Ray, S., Roy, S., Gruner, R., Appio, F. (2024). Decoding AI readiness: An in-depth analysis of key dimensions in multinational corporations. Technovation, 131(March 2024), article number 102948. https://doi.org/10.1016/j.technovation.2023.102948.
  • Roy, S., Singh, G., Sadeque, S., Gruner, RL. (2024). Customer experience quality with social robots: Does trust matter?. Technological Forecasting and Social Change, 198(2024), article number 123032. https://doi.org/10.1016/j.techfore.2023.123032.

Journal Articles

  • Roy, S., Singh, G., Gruner, RL., Dey, BL., Shabnam, S., Muhammad, SS., Quaddus, M. (2023). Relationship Quality in Customer-service Robot Interactions in Industry 5.0: An Analysis of Value Recipes. Information Systems Frontiers: a journal of research and innovation, 2023(2023), TBD. https://doi.org/10.1007/s10796-023-10445-y.
  • Devi, K., Singh, G., Roy, S., Cúg, J. (2023). Determinants of organic food purchase intention: the moderating role of health consciousness. British Food Journal, 2023(Article in press), -. https://doi.org/10.1108/BFJ-03-2023-0220.

Research Student Supervision

Skip to top of page