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Professor Sanjit K. Roy

Biography

Professor Sanjit K. Roy is a Professor of Marketing and Service Science in the School of Business and Law at Edith Cowan University (ECU), where he also serves as the Vice-Chancellor’s Professorial Research Fellow. Prior to joining ECU, he held academic appointments at the UWA Business School, The University of Western Australia, for nine years, during which he was a founding fellow of the Centre for Business Data Analytics. He is also a certified LEGO® SERIOUS PLAY® Facilitator.

Professor Roy is an Associate Editor for the European Journal of Marketing and the Australasian Marketing Journal. He also serves on the editorial boards of several leading journals, including the International Journal of Information Management, Journal of Business Research, Journal of Services Marketing, Journal of Strategic Marketing, and Journal of Service Theory and Practice. His research has been published in a range of high-quality journals such as the British Journal of Management, Industrial Marketing Management, European Journal of Marketing, Psychology & Marketing, Journal of Business Research, Journal of Marketing Management, International Journal of Information Management, Information Systems Frontiers, Internet Research, and Journal of Services Marketing, among others.

His research interests encompass Customer Experience Management, the impact of emerging technologies—including Artificial Intelligence, Robotics, and the Metaverse—on services, and Transformative Service Research.

Professor Roy is widely recognised for his scholarly contributions and thought leadership, and he frequently provides expert commentary in the media, with recent appearances on 7News, 9News, and ABC Radio.

  • 2025 – Best Presenter, Emerald Publishing; Sunway Business School, Sustainable Business for Society 2025, International Conference
  • 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
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