Associate Professor Marcus Lee

School of Business

2003
Ph.D. in Marketing, Joseph L. Rotman School of Management, University of Toronto, Toronto, Ontario, Canada
Dissertation: A Bayesian neural network model of consumer choice
1995
B.A.Sc. in Computer Engineering, Faculty of Applied Science and Engineering, University of Toronto, Toronto, Ontario, Canada

2022 - Present
Vice Dean, School of Business, Singapore University of Social Sciences
2022 - Present
Associate Professor, Marketing, Singapore University of Social Sciences
2020 - 2022
Head, Marketing Programme, Singapore University of Social Sciences
2019 - 2020
Senior Lecturer, Business Analytics, Singapore University of Social Sciences
2016 - 2019
Director, Customer Engagement and Strategy, Land Transport Authority of Singapore
2016
Director, Community and Customer Strategies, Land Transport Authority of Singapore
2007 - 2016
Academic Director, Institute of Service Excellence, Singapore Management University
2007 - 2016
Assistant Professor of Marketing Practice, Singapore Management University
2000 - 2007
Assistant Professor of Marketing, Singapore Management University

Wong, A., & Lee, M. T. H. (2022). Building engagement in online brand communities: The effects of socially beneficial initiatives on collective social capital. Journal of Retailing and Consumer Services, Vol 65, March 2022, 102866.
Wong, A., & Lee, M. T. H. (2021). Is sharing really caring? Examining the effects of voluntary social initiatives in peer-initiated online brand communities. 2021 Frontiers in Service Conference, Temple University, Philadelphia, Pennsylvania, USA.
Lee, M. T. H., & Chen, Y. (2021). The Impact of Pent-up Complaints on Customer Loyalty. The 14th Academy of Innovation, Entrepreneurship, and Knowledge Conference, Sorbonne-Virtual, Paris, France.
Lee, M. T. H. (2019). Reinvention is a Team Effort. Challenge Magazine, 2019(5), 32–33.
Lee, M. T. H., & Seah, S. K. (2015). A New Service Vision for Singapore. Institute of Service Excellence at Singapore Management University.
Lee, M. T. H., Lim, C., Xu, B., & Zhang, Y. (2013). The Impact of Survey Mode on Customer Satisfaction Surveys. Frontiers in Service Conference, Taipei, Taiwan.
Lim, C., Lee, M. T. H., & Xu, B. (2013). Measuring the Liability Side of Service Businesses. Frontiers in Service Conference, Taipei, Taiwan.

2018
Leadership and Organisational Development Programme, Public Service Division
Prime Minister’s Office, Government of Singapore
2017
Governance and Leadership Programme, Civil Service College, Prime Minister’s Office, Government of Singapore
2016
Stanford Design Thinking Bootcamp in Hong Kong, Hasso Plattner Institute of Design Stanford University
2016
Advanced Leadership Programme, Land Transport Authority of Singapore, Ministry of Transport, Government of Singapore
2012
Services Leadership Institute, Center for Services Leadership, W. P. Carey School of Business, Arizona State University

2019 - Present
Member, MOE Autonomous Universities Digital Readiness Workgroup, Ministry of Education, Government of Singapore
2015 - 2021
Co-opted Member, SingHealth Service Excellence Committee, Singapore Health Services
2017 - 2019
Member, MCCY SG Cares Workstream on Culture Building, Ministry of Culture, Community, and Youth, Government of Singapore
2013 - 2017
Member, CSC Service Management Advisory Panel, Civil Service College, Prime Minister’s Office, Government of Singapore
2015 - 2016
Member, Management Systems Standards Committee (MSSC), Singapore Standards Council
2014 - 2016
Member, Innovation & Capability Voucher (ICV) Evaluation Panel, SPRING Singapore, Ministry of Trade and Industry, Government of Singapore
2013 - 2015
Member, Service Excellence Skills and Training Council, Singapore Workforce Development Agency, Ministry of Manpower, Government of Singapore
2011 - 2015
Member, Singapore Service Excellence Medallion Management Committee, GEMS Up, Government of Singapore
2014
Chief Resource Person, Service Excellence for SMEs, Asian Productivity Organisation
2013
Fellow, ServSIG Doctoral Consortium, American Marketing Association

2008 - 2016
Public Service Division, Prime Minister’s Office, Government of Singapore
2010 - 2015
United Overseas Bank, Singapore
2011 - 2012
Singapore Workforce Development Agency, Ministry of Manpower, Government of Singapore
2011 - 2012
United Overseas Bank, Malaysia
2009 - 2012
Singapore Post Limited
2010
Sentosa Development Corporation, Ministry of Trade and Industry, Government of Singapore
2009 - 2010
SPRING Singapore, Ministry of Trade and Industry, Government of Singapore
2008
Ministry of Manpower, Government of Singapore

Predictive Analytics; Data-intensive Analytics; Data Visualisation; Customer Satisfaction Measurement; Service Experience Design.

2020
Minister’s Innovation Award – Distinguished Award, Ministry of Transport, Government of Singapore
2011
Commendation Medal, National Day Award
2009 - 2010
Dean’s Teaching Honour List, Lee Kong Chian School of Business, Singapore Management University
2001
Lee Foundation Grant, Singapore Management University
1998
William Osborn Twaits Fellowship, University of Toronto
1995 - 1999
University of Toronto Open Fellowship, University of Toronto

Educational Qualifications