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| Present |
Professor, Director Master of Marketing Program, UNSW Australia Business School,
Australia
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| Present |
Coordinator Marketing in Asia Speaker Series, UNSW Australia Business School,
Australia
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| 2004-Present |
Occasional reviewer, Journal of Marketing, Journal of Retailing, Journal of Services Marketing,
Australia
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Professional Board Member, American Marketing Association,
Australia
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Professional Board Member, Australian Marketing Institute,
Australia
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Professional Board Member, Australia New Zealand Marketing Academy (ANZMAC),
Australia
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Editorial Boards, European Journal of Marketing,
Australia
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Editorial Boards, Journal of Service Research,
Australia
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Editorial Boards, Journal of Business Research,
Australia
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Editorial Boards, Advances in International Marketing,
Australia
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Editorial Boards, Australasian Marketing Journal,
Australia
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Editorial Boards, Marketing Bulletin,
Australia
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Editorial Boards, Journal of Service Management,
Australia
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Editorial Boards, Asian Marketing Journal,
Australia
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Articles
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| 2016 |
"Geysers or Bubbling Hot Springs? A Cross-Cultural Examination of Customer Rage From Eastern and Western Perspectives", Journal of Service Research, vol. 19, pp. 243 - 259
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| 2016 |
"A contingency model of client repatronage in a financial auditing services context", Accounting Research Journal, vol. 29, pp. 106 - 130
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| 2015 |
"Unpacking Customer Rage Elicitation: A Dynamic Model", Journal of Service Research, vol. 18, pp. 177 - 192
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| 2015 |
"To give or not to give professional services to non-paying clients: Professionals giving backstory", Journal of Service Management, vol. 26, pp. 426 - 459,
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| 2015 |
"Converting service encounters into cross-selling opportunities: Does faith in supervisor ability help or hinder service-sales ambidexterity?", European Journal of Marketing, vol. 49, pp. 491 - 511
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| 2015 |
"Frontline Employees cognitive appraisals and well-being in the face of customer aggression in an eastern, collectivist culture", Journal of Services Marketing, vol. 29, pp. 268 - 279
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| 2015 |
"A Hierarchical Model of Virtual Experience and its Influences on Customer Perceived Value and Loyalty", International Journal of Electronic Commerce, vol. 19, pp. 126 - 158,
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| 2014 |
"The role of interpersonal communication in developing small-medium size enterprise (SME) client loyalty toward an audit firm", International Small Business Journal
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| 2014 |
"Killing two birds with one stone: Cross-selling during service delivery", Journal of Business Research, vol. 67, pp. 1944 - 1952
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| 2013 |
"Achieving Service-Sales Ambidexterity", Journal of Service Research, vol. 16, pp. 52 - 66
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| 2013 |
"Customer Rage Back-Story: Linking Needs-Based Cognitive Appraisal to Service Failure Type", Journal of Retailing, vol. 89, pp. 72 - 87
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| 2013 |
"The Roles of Habit, Self-Efficacy, and Satisfaction in Driving Continued Use of Self-Service Technologies: A Longitudinal Study", Journal of Service Research, vol. 16, pp. 400 - 414
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| 2012 |
"An extended service recovery model: The moderating impact of temporal sequence of events", Journal of Services Marketing, vol. 26, pp. 510 - 520
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| 2012 |
"Customer choice of self-service technology: The roles of situational influences and past experience", Journal of Service Management, vol. 23, pp. 54 - 78
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| 2011 |
"The impact of service climate and service provider personality on employees customer-oriented behavior in a high-contact setting", Journal of Services Marketing, vol. 25, pp. 101 - 113
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| 2003 |
"A cross-cultural study of switching barriers and prospensity to stay with service providers", Journal of Retailing, vol. 79, pp. 107 - 120
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| 2003 |
"Revenue management: Resolving potential customer conflict.", Journal of Revenue and Pricing Management, vol. 2, pp. 216 - 226
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| 1999 |
"The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services", Journal of Services Marketing, vol. 13, pp. 151 - 170
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| 1998 |
"Internationalization of services: The service exporting decision", Journal of Services Marketing, vol. 12, pp. 294 - 311
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| 1997 |
"Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: An empirical examination", International Journal of Service Industry Management, vol. 8, pp. 414 - 434
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| 1997 |
"Modeling the determinants of customer satisfaction for business-to-business professional services", Journal of the Academy of Marketing Science, vol. 25, pp. 4 - 17
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Proceedings
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| 2011 |
"Modelling Customer Cognitive Appraisals to Rage Emotions Following a Service Failure: A Longitudinal Assessment", in Proceedings of ANZMAC 2011
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| 2010 |
"A hierarchical model of virtual experience (VE) and its influence on customer perceived value and loyalty", in ANZMAC 2010 Conference Proceedings
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| 2009 |
"Cognitive appraisals that trigger customer rage in East (Thai) and West (US) cultures", in ANZMAC 2009 Conference Proceedings
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| 2005 |
"Collectivism and Social Influence in the Buying Decision: A Four-Country Study of Inter- and Intro-naitonal Differences", in Workman Jnr JP; Perreault Jnr WD (eds.), Proceedings of AMA Winter Educators Conferences
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Chapters
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2014
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Handbook of Service Marketing Research, Edward Elgar Publishing, pp. 270 - 292
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2007
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Services Marketing 4. An Asia-Pacific and Australian perspective., edn. 4, Pearson Education, Sydney, Australia, pp. 515 - 518
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2007
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"Case 12: Telkomsel: to mend the `leaky bucket`.", in Services Marketing 4. An Asia-Pacific and Australian perspective., edn. 4, Pearson Education, Sydney, Australia, pp. 571 - 585
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2007
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"Case 9: Air Asia", in Services Marketing 4. An Asia-Pacific and Australian perspective., edn. 4, Pearson Education, Sydney, Australia, pp. 554 - 558
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2005
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"Longstay in Thailand, The Land of Smiles", in Wirtz J; Lovelock C (ed.), Services Marketing in Asia. A Case Book., edn. 1, Pearson Education, Singapore, pp. 80 - 92
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2004
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"Case 4 - Bringing a Client focus to Austrade, Bangkok: A Change Management Case Study.", in Lovelock CH; Patterson PG; Walker RH (ed.), Services marketing: A South East Asian & Australian Perspective, edn. 3, Pearson Education, Sydney, pp. 496 - 505
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2004
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"Case 3 - Qantas Airlines: A Customer`s Perceptions of Service Recovery Efforts.", in Lovelock CH; Patterson PG; Walker H (ed.), Services marketing: A South East Asian & Australian Perspective, edn. 3, Pearson Education, Sydney, pp. 494 - 495
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2004
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"Case 11 - Longstay in Thailand, the Land of Smiles.", in Lovelock CH; Patterson PG; Walker RH (ed.), Services marketing: A South East Asian & Australian Perspective, edn. 3, Pearson Education, Sydney, pp. 545 - 555
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2002
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"Switching Costs as a Moderator of Service Satisfaction in Thailand", in Tang E; Chan R; Tai S (ed.), Asian Dimensions of Services Marketing, edn. 1, International Business Press, Binghampton NY, pp. 1 - 22
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2000
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"To stay of not to stay: An Indonesian dilemma", in Fallstudien zum Internationalen Management, edn. Original, Gabler Verlag, Germany, pp. 287 - 297
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1998
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"Choice criteria in final selection of a management consultancy service", in Services Marketing, edn. Original, Prentice Hall Australia P/L, Sydney, pp. 514 - 518
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1998
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"Case 1 - Customer satisfaction with an international airline", in Services Marketing, edn. Original, Prentice Hall Australia P/L, Sydney, pp. 202 - 204
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Presentations
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2008
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"Achieving Service and sales Goals through Motivational Ambidexterity", in ANZMAC 2008 Conference
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2008
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"Seeing Red: Customer Rage Emotions, Expressions and Behaviours", in ANZMAC 2008 Conference
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2007
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"The development and testing of an interpersonal communications effectiveness scale in a SME professional services provider-client relationship management context", in 14th Annual International Conference on Advances in Management
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2006
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"Understanding Customer Engagement in Services", in ANZMAC 2006 Conference
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2003
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"A conceptual model of client perceived value in an international professional service context", in ANZMAC 2003 Conference
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