Rate My Professor Liliana Bove

With over 6,728 citations on Google Scholar, Professor Bove has published extensively in leading journals. Notable publications encompass 'Employees' affective commitment to change: the key to successful CRM implementation' (2008), 'Donating Blood: A Meta-Analytic Review of Self-Reported Motivators and Deterrents' (2011), 'Service-Dominant Orientation: Measurement and Impact on Performance Outcomes' (2015), 'Empathy for Service: Benefits, Unintended Consequences, and Future Research Agenda' (2019), 'Value Co-Destruction: A Typology of Resource Misintegration Manifestations' (2019), 'Shaping Resilient Service Ecosystems in Times of Crises: A Trans-Tasman Perspective' (2022), 'What Kind of Donor Are You? Uncovering Complexity in Donor Identity' (2020), and 'Customers’ Tales: Special-Request Motives and Responses to Frontline Employees’ Denials' (2026). She is an ANZMAC Fellow, has contributed guest editorials, and her research appears in University of Melbourne's Pursuit, including 'Is Empathy Good for Business?' (2019). Professor Bove teaches Customer Experience Management and supervises research students, advancing service-dominant logic and customer engagement in marketing.