Dr. Abdullah AlDlaigan

Assistant Professor of Marketing

My Experience includes working with multinational professionals and cross-cultural work environment. Having previous leadership roles across several industries such as Human Capital Development, Financial Services, and Media/Publishing areas. Such industrial experience is backed up with intellectual contributions and research experience in service management, service quality, customer relationship measurements and management as an author and expert.

This is complemented with practical and intellectual experience in business areas such as customer relationship management, service marketing and management, business development, human resources, and organizational development.

Top Career Achievements:

Led a startup venture, with the focus on building the entity, generating a business of a consulting business model, 2017-2022.
Led consulting and projects execution for strategic transformation initiatives that part of KSA’s Vision 2030 in the Education Sector as part of the Human Capability Development Program and Life Quality program.
Led a start-up and launching team to plan and Operate an Institute of Applied Media- including Strategizing, planning, Branding and activation –(ASAMI)
Led major assignments in consulting and delivery of projects for MOE clients’ deputyships including General and Higher Education levels.
Led business scoping analysis and development, costing and pricing of initiatives and identifying consulting requirements and set-up.
Led portfolios of large projects with a volume range (SAR 500-1BL) initiative value- A range of more than 50 initiatives. 2017-2022
A member of the senior management team for strategic planning, restructuring projects, corporate start-ups, initiatives ideation, conceptualization and creating business opportunities that aligned with the strategic direction of the company.
Led the establishment of Consultancy activities within THC, that served the Holding company and external market – clients – MOE, TVTC, and private sector (2015-2016).
Supervised the development of feasibility studies for a Real Estate Investment Company, sport management company, Human capital company, conceptual, educational and sustainability model for heritage schools. Food processing company for a major client (2016-2017). An engagement and leadership role with internal team and some with international well recognized companies, such as (Strategy &, BCG, DETCON, Mackenzie etc.).
Contributed as a senior member to the execution of the strategic studies for the company’s strategy development and operating model with consultants such as McKinsey and BCG consulting companies. (2010-2011, 2011-2012).
A senior executive member in the start-up team for the establishment of THC, a government owned holding company support the education sector, (2011-2012).
Led the creation and development of THC’s identity (Logo and Branding in association with the CEO and Board of directors, (2011-2012).
Presented a paper in the Best Marketing Practice in action, Conference, Dubai, about: Customer Relationship Strategies, Organized by The Marketing Forum Management Events, Dubai. UAE, October (2002).

Areas of Professional Expertise:

Customer Relationship Management
Contract Negotiations & Strategic Alliances
Team Building & Performance Improvement
Organizational Development: Policy & Procedures
Advisory experience for consulting initiatives, planning, scoping execution.
Strategic Planning and start-up experience
Business Development initiative and feasibility studies diversified experience here

2025-MBA Graduate Students Research Project: Key Drivers of FinTech Adoption: Integrating TAM and UTAUT Frameworks to Understand FinTech Adoption in Saudi Arabia
2026: MBA Graduate Students: Title: A Comparative Perception Gap Analysis of Leadership Competencies Between Emerging Technical Leaders and Employees in the Saudi Technology Sector
Specialized Media Development: conference Paper, Economic Media Symposium, 2009, Riyadh, Chamber of Commerce.
Beyond Satisfaction: "Customer Attachment to Retail Banks", International Journal of Bank Marketing, vol. 23, 4, 2005, PP. 349-359. (with F. Buttle)
"What Does Tourist Need?" a critical analysis of the tourism needs in Saudi Arabia, Presented at the first Saudi Tourism Conference, Jeddah, 27-28 May 2003
"SYSTRA-SQ: A New measure of Bank Service Quality", in International Journal of Service Industry Management, 13, Vol. 4, PP. 362-381. (With F. Buttle). (2002), Customer Have Relationships with People not Companies, Gulf Marketing Review, October 2002, pp. 93-94.
Consumer Involvement in Financial Services: an empirical test of two measures, International Journal of Bank Marketing, p.232-245. (with F. Buttle)
The theory and practice of customer bonding, (with F. Buttle and R. Ahmad), Journal of Business-to-Business Marketing.
The theory and practice of customer bonding: An IMP perspective, (with F. Buttle and R. Ahmad), Working Paper No. 389, Manchester Business School (2001)
Consumer Involvement in Financial Services: An Empirical Test of Two Measures, (with F. Buttle) 13 UK Services Marketing Workshop, Nottingham Business School, UK.
The Effect of Signatory Status on mail Survey Response Rate, (with F.Buttle), Working Paper, Manchester Business School.
Organizational Attachment: A Customer Perspective, (with F.Buttle) In Proceedings of the 1998 Annual Conference of the Academy of Marketing, Sheffield, United Kingdom, pp. 14-15.
Customer-Organization Attachment Profile: The Retail Banking Context, (with F.Buttle) in the 11thUK Service Marketing Workshop, in Ennew Christine, Current Issues In Service Marketing, the University of Nottingham Business School. v Customer Attachment: A Conceptual Model of Customer-Organization Linkage, (with F.Buttle), Cranfield School of Management, Working paper no. SWP 8/98.
An Exploration of the Conceptual Linkages Between Service Quality, Customer Satisfaction, Customer Involvement and Relational Intention, (with F.Buttle), Manchester Business School, Working paper no.360
Customer Have Relationships with People not Companies, Gulf Marketing Review, October 2002, pp. 93-94.

Led the Supervising Committee for the 1st International School Transportation conference, that was organized by MOE with a strategic partnership by Tatweer Education Holding Company, Riyadh, Octobe
Led a team of banks' and Institute's committees to form and present the Risk Management Symposium in Islamic Banking, Held in the Institute of Banking, Premises, Riyadh, February (2004). (attended by 350 local and international delegates).
led the Supervising Committee for the 1st International School Transportation conference, v that was organized by MOE with a strategic partnership by Tatweer Education Holding Company, Riyadh, October 2011-October (2012).
Presented a paper in the Best Marketing Practice in action, Conference, Dubai, about: Customer Relationship Strategies, Organized by The Marketing Forum Management Events, Dubai. UAE, October (2002).
Managed the 3rd GCC Banking and Financial Institutions Conference, Riyadh, the Institute of Banking, January 2002. (an international conference with more than 250 delegates).
Presented - work in progress: "Service Quality Customer Attachment and Relational Intention for the Saudi Students Management Association", Nottingham Business School, UK. May (1998).
Presented -A "Organizational Attachment: A Customer Perspective," in the Annual Conference of the Academy of Marketing, Sheffield, United Kingdom, June (1998).
Presented an abstract of a conceptual framework: "Customer-Organization Relations, 9th UK Service Marketing Workshop, Sterling, Scotland, November (1996).
Authored and presented a paper "Relational Intentions, Service Quality and Consumer Involvement", Marketing Educational Group, Doctoral Colloquium, Strathclyde, Scotland, January 25-27, (2003).

Academic Credentials:

Ph.D. Business Administration: in Service Quality, Customer Attachment to Service Organization, and Customer Relational Intentions, Manchester Business School (MBS), UK; 2000,
Master of Business Administration (MBA), Tennessee State University, Tennessee, U.S.A 1989,
Bachelor of Business Administration (BA), King Abdullaziz University, Jeddah, Saudi Arabia 1983,

Professional development & certifications:

(2026): Case Study Writing:
- YU Learning Center
(2025-present): Imitative Leader: (Professional Mentoringand Professional Networks)
- part of Strategic Pillars: YU-TLQ COMM Learning Outcomes Quality initiative-2025:Yamamah University Strategic Plan( 2026-2027)
(2025): Case Study Teaching Program,
- by the KAPSARC School of Public Policy in partnership with McCourt School of Public Policy
(2025): Case Study Writing Program,
- by the KAPSARC School of Public Policy in partnership with McCourt School of Public Policy
(2022): Debriefing and Coaching Accreditation:
- Harrison Assessments Int'l Harrison Assessments Int'l.
(2022): Employee Development Accreditation:
- Harrison Assessments Int'l Harrison Assessments Int'l.
(2022): Recruitment Accreditation:
- Harrison Assessments Int'l
(2018): Certified Mediator, المركز السعودي للتحكيم التجاري
- Saudi Center for Commercial Arbitration-(November 2018).
(2018): Certified Arbitrator, GCC COMMERCIAL ARBITRATION CENTER-
- Successfully Achieved the Certification of preparation and qualification of Arbitrators, (6 Modules) (started 07 Jan 2018-18 April 2018).
(2018): PROGRAM ON NEGOTIATION, HARVARD LAW SCHOOL-
- Successfully Completed the Global Executive Seminar: Art of Successful Negotiations, (2-4 April 2018).
(2017): ESSENTIAL MEDIATION SKILLS FOR THE NEWLY MEDIATOR,
- AMERICAN ARBITRATION ASSOCIATION- Successfully completed the EMS for the new mediators, (17-19 October 2017).
(2016): PRIVATE EQUITY PROFESSIONAL DIPLOMA Certificate:
- EUROMONEY LEARNING SOLUTIONS, (2016).
(2015): Several Modules: with Strategic Planning and Performance Measurements:
- Change Management, Advanced Leadership Skills, Building High Performance Teams, Stakeholder Management, (2015), PDI-LEORON.

Understanding and using 6-Sigma, International Quality Congress, Institute for International Research, Dubai. UAE.( January 28, 2003).
International Quality Congress, Institute for International Research, Dubai. UAE, (January 25 -27, 2003).
Winning and Managing Key Corporate Clients, the Institute Of Banking, Riyadh, (April 27 to 29, 2002).
The 7 Habits of Highly Effective People an
What Matters Most, Franklin Covey, Riyadh, the Institute of Banking, (January 26 to 31, 2002).
Corporate Communication for successful business, the Bank of Ireland and the Institute of Banking, (October 26-27, 2002).
Competency Based Education Program: Design Workshop, the Institute of Banking, (November 4 to 10, 2001).
QUIS 7: Service Quality Symposium, International Service Quality Association: Karlstad University, Sweden, (June 13-16, 2000).
Best in Quality: Case Study Conference: Manchester Business School, Manchester, U.K, (1996). Training Technology Techniques: Anderson Training Technology Center, Singapore;
Quality Master Class in Service Quality: Manchester Business School, Manchester, U.K, (1991).
Banking Marketing Strategy: Saudi Cairo Bank, Riyadh, Saudi Arabia, (1991).
Induction of Banking: The Saudi British Bank, Riyadh, Saudi Arabia, (May 12-16, 1990).
Best Marketing Practice Conferences, Dubai, October 21-23, 2002.
Human Resource Development & Planning: The Institute of Banking, Riyadh, Saudi Arabia,( May 1990).