Dr Ilias Danatzis is a Senior Lecturer (Associate Professor) in Marketing Analytics 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 marketplaces. He currently serves as Associate Editor of the Journal of Service Management. Using quantitative and qualitative methods, Ilias investigates how harmful and disruptive customer behaviour creates spillover effects and brand-safety risks, as well as how customers, frontline employees, and AI systems collaborate effectively in service interactions. His work also examines how digital and physical marketplaces can be designed to foster inclusion and equitable participation.

Areas of expertise:

• Services Marketing & Management

• Customer Experience Design & Experience Economy

• Customer Misbehaviour & Brand Safety

• Digital Marketplaces & Platform Design

• 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 American Marketing Association (AMA) SERVSIG Best Service Article Award and the AMA 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 been consistently recognised for excellence in teaching, including nominations for 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.