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  • Professor Sanjit Roy

    Professor Sanjit Roy

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Professor Sanjit Roy

Professor of Marketing and Service Science

Staff Member Details
Telephone: +61 8 0411177995
Email: sanjit.roy@ecu.edu.au
ORCID iD: https://orcid.org/0000-0003-4932-2222

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.

Awards and Recognition
  • 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

Research Areas and Interests
  • Artificial Intelligence and Marketing
  • Human-Robot Interactions
  • Metaverse and Marketing
  • Customer Experience Management

SBL Research Centres or Cluster/s

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)

Media Topics
  • 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

2024

Journal Articles

  • 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.
  • 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., Hollebeek, L., Shabnam, S., Japutra, A., Van Doorn, S., Ray, S., Appio , FP. (2024). Smart service value: Conceptualization, scale development, and validation in the retailing context. Technovation, 137(Article in press), Article number 103097. https://doi.org/https://doi.org/10.1016/j.technovation.2024.103097.

2023

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.
  • Rabbanee, F., Roy, R., Roy, S., Sobh, R. (2023). Consumers’ digital self- extension and pro-brand social media engagement – the role of culture. European Journal of Marketing, 57(9), 2199-2236. https://doi.org/https://doi.org/10.1108/EJM-01-2022-0074.
  • 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.
  • Roy, S., Singh, G., Sadeque, S., Harrigan, P., Coussement, K. (2023). Customer engagement with digitalized interactive platforms in retailing. Journal of Business Research, 164(September 2023), Article number 114001. https://doi.org/https://doi.org/10.1016/j.jbusres.2023.114001.
  • Abid, A., Roy, S., Lees-Marshment, J., Dey, B., Muhammad, SS., Kumar, S. (2023). Political social media marketing: a systematic literature review and agenda for future research. Electronic Commerce Research, 23(2), 36 pages. https://doi.org/https://doi.org/10.1007/s10660-022-09636-7.
  • Roy, S., Singh, G., Hatton, C., Dey, B., Ameen, N., Kumar, S. (2023). Customers’ motives to co-create in smart services interactions. Electronic Commerce Research, 23(3), 1367-1400. https://doi.org/10.1007/s10660-022-09633-w.
  • Dey, B., Alwi, S., Babu, MM., Roy, S. (2023). Brexit or Brand it? The Effects of Attitude Towards Brexit and Reshored Brands on Consumer Purchase Intention. British Journal of Management, 34(3), 1215-1237. https://doi.org/10.1111/1467-8551.12663.

2022

Journal Articles

2020

Journal Articles

Research Student Supervision

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