RAYMOND P. FISK (B.S., M.B.A., and Ph.D. from Arizona State University) is Professor and Chair of the Department of Marketing, at Texas State University- San Marcos. He has published in the Journal of Marketing, Journal of Retailing, Journal of the Academy of Marketing Science, Journal of Service Research, European Journal of Marketing, Service Industries Journal, Journal of Service Management, Journal of Health Care Marketing, Journal of Marketing Education, Marketing Education Review and others. He has published six books: Serving Customers: Global Services Marketing Perspectives; Services Marketing: An Interactive Approach, 4th Ed.; Services Marketing Self-Portraits: Introspections, Reflections and Glimpses from the Experts; Marketing Theory: Distinguished Contributions; AIRWAYS: A Marketing Simulation; and Services Marketing: An Annotated Bibliography. He is Past President of the American Marketing Association’s Academic Council. He founded the AMA Services Marketing Special Interest Group (SERVSIG) in 1993 and has served SERVSIG in many other leadership roles. The American Marketing Association made him the Inaugural Recipient of the SIG Leadership Award 2016. He received the Career Contributions to the Services Discipline Award from SERVSIG in 2005. In 2012, he received the Grönroos Service Research Award from the CERS Centre for Relationship Marketing and Service Management at the Department of Marketing, Hanken School of Economics, Finland. Recently, he founded ServCollab. ServCollab is a service research collaborative for diagnosing and curing humanity’s service system problems.
LAURA NAVARRO is an Industrial Engineer (Polytechnic University of Valencia) and has Postgraduate studies in Aviation Management from the University of Cranfield (United Kingdom), currently she is director of the Alicante-Elche Miguel Hernández Airport, a position that she holds since November 1st 2019.
After seven years in an engineering services company in the field of industrial automation and control in production plants, she joined Aena in 2006 at the Alicante-Elche Airport. In the beginning, Laura was linked to the maintenance and projects area, where she was, between 2009 and 2010, the Levante Plan Project leader for the new Alicante-Elche Airport Terminal and, between 2011 and 2013, head of the Maintenance Department.
In 2014, she was appointed Chief of Staff, where she stood out for her work in coordinating the different areas of the Airport and in strengthening relations with local entities. During this time, the Alicante-Elche Airport Miguel Hernández obtained the recognition of ACI (Airport Council International) with the Airport Service Quality Awards as the best European airport in its category in 2018, and in 2019 Alicante-Elche Airport revalidated the award.
From her period as airport director, we can highlight the ACI 2020 awards «Best Hygiene Measures» and «Safe Airport». Both accreditations from the Airport Health Accreditation ACI program for its measures against COVID-19. In addition, recently the Alicante-Elche Miguel Hernández Airport has achieved the maximum score (5 stars) in the “Covid 19 Safety Ratings” program from the prestigious consultancy company Skytrax.
AENA is the world’s leading airport operator by number of passengers. More than 293 million passed through Aena airports in 2019. In Europe, the next operator, Aéroports de París, manages 108 million passengers. The Company manages 46 airports in Spain and participates directly and indirectly in the management of another 23 airports: (London Luton airport, 6 airports in Brazil, 12 in Mexico, 2 in Colombia and 2 in Jamaica). Alicante-Elche airport, with more than 15 million passengers in 2019, is the fifth-busiest airport in Spain based on passenger numbers, and the main airport serving the Valencian Community and the Region of Murcia.
Aena is a leading company due to its experience, capacity and professional team in the management of airport services. It offers its customers – passengers, airlines, handling agents and users in general – a comprehensive service of the highest quality.
Today, Aena is defined by a safe and quality service, its environmental commitment and its commitment to digitalization and innovation aiming to improve the passenger experience and operational efficiency.
Carmen Silla Vidal, studied Advertising and Public Relations (CEU, Valencia), her professional career began in various advertising agencies and events in Madrid and London. After a few years, she returned to Valencia focusing her career on fashion, marketing and sustainability, and also expanded her studies with an Executive Development Program (PDD) at IESE. Her first contact with fashion was with the Sinequanone brand, distributing the brand in Spain, managing the sale points in El Corte Ingles, own stores and multi-brand stores. In 2012 she started at Jeanologia, where she is currently the Director of Marketing and Communication.
JEANOLOGIA is a company that in 20 years has become the world leader in ecological and sustainable technologies for the textile industry. It has focused Jeanología as a technology company applied to the finishing of garments, mainly denim, going one step further in the production of jeans. The way Jenealogia transforms the textile industry is by creating cost-efficient, sustainable, innovative, easy-to-use and safe products for workers. Jenealogia is global company with strategically located offices and technical service hubs all over the world. It offers sustainable textile solutions and it has created new operating models. Their objective is to become the technological partner to their customers, accompanying them through their process of change and adding value at each step.
Jeanologia also created EIM. EIM is the only software that measures the environmental footprint of garment finishing processes, it is a powerful self-accreditation tool that allows producers, brands, and retailers to monitor the amount of water, chemicals, and energy used in their production, as well as the impact they may have on workers’ health. More than 50 brands and 250 loundries have adopted it (Tommy Hilfiger, Americal Eagle, Banana Republic, H&M, Espirit, GAP, Levi Strauss, Marks&Spencer,…). Their target is to elevate EIM turning it into an open platform that integrates other industry initiatives.
ESTEFANIA LIVI is an expert in distribution and Digital Marketing in the hotel industry, she has been helping hotels to optimise their direct sales for over 12 years, reducing dependency on OTAs – from the front desk of 5-star hotels when she started her career to account consultant and sales manager, now at Mirai. A perfectionist, meticulous and pragmatic, with mixed Argentinian-Italian origins, Estefania is one of those people who puts passion and gets things done quickly and well. She currently markets Mirai’s Metasearch and Digital Marketing services worldwide.
Mirai is the hotelier’s partner in the common objective of maximizing the potential of direct sales, commercial independence, reduction of distribution costs and access without intermediaries to the highest number of potential clients, always within the general framework that these actions contribute to increase the hotel’s profits.
They cover the necessary areas required to achieve this objective: Booking Engine, Web Design, Metasearch Connectivity and other services of Digital Marketing to reach the client and, above all, collaboration with the hotelier in the development and implementation of the best sales and distribution strategy. Today, there are managing more than 1200 hotels in Spain.