Thomas' work experience spans four countries and over 10 years in Fortune 100 companies, including Black & Decker and Xerox, and as an executive at a major North American financial services company. His research interests include Services Science, with a focus on service innovation, and Relationship Marketing, with a particular interest in relationship outcomes (profitability, customer equity, defection, retention, satisfaction, etc.). Thomas has received research grants and awards from the Center for Innovation Management Studies, Xerox, IBM, and the Center for Services Leadership. Thomas earned a Ph.D. in Marketing from Arizona State University.