Dr Ilias Danatzis is a Reader in Marketing at King’s Business School and the Director of the BSc Business Management programme, the School’s largest undergraduate degree. He has also held a visiting scholar appointment at Boston College.

His research lies at the intersection of services marketing, customer experience, and digital platforms. He currently serves as an Associate Editor of the Journal of Service Management and as a member of the Editorial Review Board of the Journal of Service Research. Using quantitative and qualitative methods, Ilias investigates how harmful and disruptive customer behaviour creates spillover effects and brand-safety risks, how customers, frontline employees, and AI systems work together in service interactions, and how digital platforms and physical service environments can be designed to foster equitable participation and meaningful shared experiences.

Areas of expertise:

• Services Marketing & Management

• Customer Experience Design & Experience Economy

• Customer Misbehaviour & Brand Safety

• Digital Platforms

• Service Frontlines & Human-AI Collaboration

His research has been published in leading international journals, including the Journal of Marketing, MIS Quarterly, Journal of Service Research, and International Journal of Research in Marketing, and has been featured in major media outlets such as The New York Times, BBC, The Times, and Deutsche Welle.

His work has received international recognition, including the 2023 American Marketing Association (AMA) SERVSIG Best Service Article Award and the AMA OFR 2021 Frontline-in-Crisis Research Competition Award, and informs practice through collaborations with industry and public-sector organisations.

At King’s, Ilias leads and designs modules across undergraduate, postgraduate, and executive levels, including Marketing Analytics, Service Experience Management, and Text Mining. His teaching integrates real-world data and industry collaboration and has received multiple nominations for education awards, including the King’s Education Award.

Prior to joining King’s, Ilias was a Postdoctoral Research Associate at Freie Universität Berlin, Germany, where he also received his PhD in Marketing (summa cum laude). He holds a Master of Science in Management and Marketing from Freie Universität Berlin and a Bachelor of Science in European Business Studies and Management from Otto-Friedrich-Universität Bamberg.

Before entering academia, Ilias worked as a business consultant in Germany.

Dr Danatzis is not currently accepting new PhD students.