Professor David Solnet


School of Business
Faculty of Business, Economics and Law
+61 7 334 66245
0411 828 757


David Solnet is a Professor of Service Management and Service Employment in the UQ Business School. He is recognized internationally for his research, teaching and consulting, all focused on managing and leading service organizations, with particular emphasis on managing the employee-customer interface. His research focuses on service climate, service culture, employee engagement, Generation Y as service workers, and the relationships between management practices, employee attitudes and firm performance. He is currently leading a new strategic initiative for UQ, developing its first fully online Master's degree through a UQ partnership with edX, Master of Leadership in Service Innovation.

David is a sought after advisor to industry and government, specializing on business improvement, financial analysis, service quality and management development programs. He comes from a restaurant background, with over 18 years of experience including senior management roles in the USA (Brinker International, El Chico Group, Bennigan’s Restaurants and Olive Garden) and Australia (including six years as general manager of Bretts Wharf in Brisbane). He has consulted to many organizations, including Merlo Coffee, Cactus Jacks Restaurant Group, Aromas Noosa, Ricky’s River Bar, Locale Ristaurante, Pier Nine Restaurant and Oyster Bar, Mitchell Ogilvie Menswear and Baguette Restaurant.

David coleads the workforce research team in the tourism group at the UQ Business School and has been a principal investigator on a number of state and national projects including two ‘tourism employment plans’ as part of the Australian Commonwealth Government initiative to address employment challenges in regional areas in Australia; and has worked with Service Skills Australia on a number of projects centred around workforce development.

Professor Solnet has published over 50 academic journal articles, and his work consistently appears in the top journals in his field, such as the Journal of Service Management, Managing Service Quality (Journal of Service Theory and Practice), Annals of Tourism Research, International Journal of Hospitality Management, Journal of Travel Research and the Journal of Hospitality and Tourism Research.

Professor Solnet is currently an academic partner seconded to the Division of Student Affairs, developing initiatives centered around improving student experience.

Research Interests

  • Tourism worker
    Expert in understanding the tourism workforce, ranging from the worker perspective, through to organisational and community/society perspectives.
  • Management of service organisations
    Specialisation in understanding the challenges and opportunities to leading and managing service organsations.


  • Doctor of Philosophy, The University of Queensland
  • Bachelor of Science, University of Florida
  • Master of Science, FIU


  • Solnet, David and Golubovskaya, Maria (2023). Research on service frontline employees: a science – practice perspective. Journal of Service Management, ahead-of-print (ahead-of-print). doi: 10.1108/josm-07-2023-0321

  • Golubovskaya, Maria, Solnet, David and Robinson, Richard (2023). The Missing Voice of Adolescent Service Workers: A Qualitative Study. Academy of Management Proceedings, 2023 (1). doi: 10.5465/amproc.2023.17263abstract

  • Andreassen, Tor W., Archibald, Gordon, Beekhuyzen, Jenine, Bongiovanni, Ivano, Brea, Edgar, Breidbach, Christoph, Burchill, Keith, Burgers, Henri, Cao, Selina, Coote, Len, Coram, Brendan, Cunningham, Claire, Feast, George, Field, Mitch, Ford, Jerad, Fouche, Leon, Gain, Alexandria, Gooding, Glen, Goyeneche Ramirez, David, Green, Teegan, Gschwind, Daniel, Hall, Thomas, Hartley, Nicole, Heinz, Daniel, Hine, Damian, Indulska, Marta, Kapernick, Brett, Kastelle, Tim, Ko, Ryan ... Zhang, Wenlu (2023). Digital Service Transformation: Pathways to human and economic wellbeing White Paper. Brisbane, QLD Australia: The University of Queensland Business School - Service Innovation Alliance. doi: 10.14264/aed4918

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Book Chapter

  • Ford, Robert C. and Solnet, David (2022). How contemporary scholarship addresses service management practices. The Palgrave handbook of service management. (pp. 223-245) edited by Bo Edvardsson and Bård Tronvoll. Cham, Switzerland: Palgrave Macmillan. doi: 10.1007/978-3-030-91828-6_12

  • Solnet, David and Golubovskaya, Maria (2018). Service management and tourism. The SAGE handbook of tourism management: theories, concepts and disciplinary approaches to tourism. (pp. 269-294) edited by Chris Cooper, Serena Volo, William C. Gartner and Noel Scott. London, United Kingdom: SAGE Publications. doi: 10.4135/9781526461452.n17

  • Solnet, David and King, Ceridwyn A. (2014). Brand as the beacon to guide employee-customer interactions. Customer Experience Management: Enhancing Experience and Value Through Service Management. (pp. 9-28) edited by Jay Kandampully. Dubuque, IA, United States: Kendall Hunt Publishing.

  • Solnet, D. (2008). Supporting the contemporary tourism product: Service management. Contemporary tourism: An international approach. (pp. 307-343) edited by Chris Cooper and C. Michael Hall. Jordan Hill, Oxford, U.K.: Butterworth-Heinemann.

Journal Article

Conference Publication

Other Outputs

PhD and MPhil Supervision

Current Supervision

  • Doctor Philosophy — Principal Advisor

    Other advisors:

  • Doctor Philosophy — Associate Advisor

  • Doctor Philosophy — Associate Advisor

Completed Supervision