Dr Akiko Ueno has joined Middlesex University in 2013 as a Senior Lecturer in Marketing. She has an MBA from the University of Exeter, Ph.D from the University of Bedfordshire, and a Graduate Diploma in Law from the University of Westminster. She is a Fellow of Higher Education Academy.
Japanese
MKT3322: Marketing for Financial Services
MBA4646: Marketing Management
Service Marketing, Service Quality, Service Productivity, HRM in the Service Sector
Publications
Ueno, A. (2013), 'Are Performance appraisals and Reward Really a Contributory Factor to Service Quality?', Service Markeitng Quarterly, Vol. 31, No., 1, pp1-15
Ueno A (2012) , 'Which HRM practices contribute to a culture of service excellence?', Total Quality Management and Business Excellence, Vol. 23, No. 11, pp1227-1239
Ueno, A. (2010), 'Fundamental features supporring service quality', Journal of Service Marketing, Vol. 24, No. 1, pp74-86
Ueno, A. (2009), 'Which management practices are contributory to service quality? Part 2: Findings from in-depth interviews', International Journal of Quality and Reliability Management, Vol. 26, No. 8, pp761-777
Ueno, A. (2008), 'Which management practices are contributory to service quality?', International Journal of Quality and Reliability Management, Vol. 25, No. 6, pp585-603
Ueno, A. (2008), 'Is Empowerment Really a Contributory Factor to Service Quality?', Service Industries Journal, Vol. 28, No. 9, pp1321-1335
Conference papers
'Which factors can improve service productivity and service quality simultaneously?', Ueno, A. Accepted at the 8th International Service Research Conference, Greece, June 2014
'Developing a conceptual model illustrating how HRM practices support each other in order to improve service quality', Ueno, A. Presented at the 2013 International Conference on Strategic Innovative Marketing, Czech Republic, September 2013
'The Impact of Teamwork on Productivity: New Evidence for the Service Sector', Ueno, A. Presented at the 2012 Academy of World Business, Marketing & Management Development Conference, Hungary, July 2012
'Do Performance Appraisals and Rewards Really Support Service Quality?', Ueno, A. Presented at the 3rd Biennial International Conference on Service Marketing, Turkey, September 2011
Zha, Dongmei and Marvi, Reza and Foroudi, Pantea and Dennis, Charles and Ueno, Akiko and Jin, Zhongqi and Melewar, T. C. (2021) An assessment of customer experience concept: looking back to move forward. In: Building Corporate Identity, Image and Reputation in the Digital Era. Melewar, T. C. and Dennis, Charles and Foroudi, Pantea , eds. Routledge Studies in Marketing . Routledge, London, pp. 289-306. ISBN 9780367531232
Sharma, Piyush and Ueno, Akiko and Kingshott, Russel (2020) Self-service technology in supermarkets – do frontline staff still matter? Journal of Retailing and Consumer Services . ISSN 0969-6989 (Published online first)
Sharma, Piyush and Jain, Kokil and Kingshott, Russel and Ueno, Akiko (2020) Customer engagement and relationships in multi-actor service ecosystems. Journal of Business Research . ISSN 0148-2963 (Published online first)
Kwok, Francis and Sharma, Piyush and Gaur, Sanjaya Singh and Ueno, Akiko (2019) Interactive effects of information exchange, relationship capital and environmental uncertainty on international joint venture (IJV) performance: an emerging markets perspective. International Business Review , 28 (5). ISSN 0969-5931
Jenkins, Andrew and Ueno, Akiko (2017) Classroom disciplinary climate in secondary schools in England: what is the real picture? British Educational Research Journal , 43 (1). pp. 124-150. ISSN 0141-1926
