Staff Profile

Roles and Responsibilities

• Lecturer in Marketing
• MOS Employability Lead
• DPD NN52 - BSc Honours Marketing and Management

Qualifications

• PhD (Newcastle University, 'Customer Experience Quality (CXQ): Multi-dimensional Reconceptualisation, Scale Development and Application')
• MSc in Marketing (University of Leicester, merit)
• BA in International Business Administration, major: marketing (International University Concordia Audentes, 1st class)
• Level 6 Professional Diploma in Marketing (Chartered Institute of Marketing)

Professional experience

Yulia has worked in managerial marketing positions in SMEs for over 10 years prior to joining Newcastle University doctorate programme. She is currently facilitating training and consultations to pre-startups, startups, established companies, social enterprises and charities in the North East.

Languages

• English
• Russian
• Latvian
• German (basic)
• Spanish (basic)

Research Interests

• AI
• Services marketing
• Service design
• Customer experience
• Self-congruity
• Measurement theory

Awards

• Sharon E. Beatty Best Services Marketing Proposal Award (2015)
• Highly commended award from Journal of Services Marketing (2018)

Membership

• Chartered Institute of Marketing (MCIM)
• SERVSIG, American Marketing Association (AMA)
• Centre for Service Management, Loughborough University (Affiliate member)
• Higher Education Academy (AFHEA)

Undergraduate Teaching at NUBS

Module leader and teaching contribution to:

• MKT2008 Services Marketing (2019/20)
• MKT3006 Global Advertising and Brand Promotion (2020/21 - currently)
• MKT3014 New Product and Service Development (2019/20 - currently)
• MKT3096 Marketing Dissertation (2019/20)

Teaching contribution to:

• MKT3095 Cultural and Heritage Marketing (currently)

Postgraduate Teaching at NUBS

Module leader and teaching contribution to:

• NBS8236 Customer Relationship Management (2019/20)
• NBS8512 Dissertation in Marketing (2019/20)

Teaching contribution to:

• NBS8562 Contemporary Trends in Marketing (2019/20)

Postgraduate teaching outside of NUBS:

• PSY8062 Advanced Research Methods for Applied Psychology (Newcastle University School on Psychology, Forensic Psychology MSc) - Structural Equation Modelling (2018/19 - 2019/20)

UG and PG Dissertation Supervision

• Services marketing
• Customer experience
• Self-congruity
• Service innovation

• Articles

  • Baker T, Chari S, Daryanto A, Dzenkovska J, Ifie K, Lukas B, Walsh G. Discount venture brands: Self-congruity and perceived value-for-money?. Journal of Business Research 2020, 116, 412-419.
  • Keiningham T, Ball J, Benoit S, Bruce HL, Buoye A, Dzenkovska J, Nasr L, Ou Y-C, Zaki M. The Interplay of Customer Experience and Commitment. Journal of Services Marketing 2017, 31(2), 148-160.

• Conference Proceedings (inc. Abstracts)

  • Dzenkovska Y, Schoefer K, Heirati N, Lemke N. Value cues derived from mobile apps' interface design: An investigation of the contingent effects of psychological factors. In: 14th Conference Edition - Innovation, Management, and Governance for Sustainable Growth. 2021, Virtual: Academy of Innovation, Entrepreneurship, and Knowledge. In Press.
  • Dzenkovska J, Lemke F, Heirati N, Schoefer K. Customer Experience Quality: Quo Vadis?. In: 25th International Colloquium on Relationship Marketing. 2017, Munich, Germany.
  • Dzenkovska J, Lemke F, Heirati N, Schoefer K. Customer Experience Quality – Boundaries, Measurement and Management. In: Frontiers in Service Conference. 2017, New York, USA.
  • Dzenkovska J, Heirati N, Schoefer K, Lemke F. Shaping Customer Experience through the Service, Communication, and Usage Encounters. In: Academy of Marketing Annual Conference 2016. 2016, Newcastle upon Tyne: Northumbria University.
  • Dzenkovska J, Heirati N, Lemke F, Schoefer K. Customer Experience Quality: Preliminary Inquiry Using Repertory Grid Technique. In: 24th International Colloquium on Relationship Marketing. 2016, Toulouse, France.