ORCID as entered in ROS
https://orcid.org/0000-0003-4588-1510
Select Publications
Conference Papers
, 2019, 'What drives professional service employees to undertake pro bono?', Austin, TX, USA, presented at
, 2019, 'Rise of the Service Robots: Exploring Consumer Acceptance', Vancouver, British Columbia, presented at
, 2017, 'Positive Emotions’ Differential Effects on Pro-social Behaviour', Melbourne, Australia, presented at
, 2016, 'Building client psychological comfort through communication style in financial advisory services', New Zealand, presented at
, 2014, 'The Impact of Humour in Service Encounters', Brisbane, presented at
, 2011, 'Social Identity and Motivation for Creative Crowdsourcing and their Influence on Value Creation for the Firm', in Proceedings of ANZMAC 2011, ANZMAC, Perth, WA, pp. 1 - 8, presented at
, 2011, 'Modelling Customer Cognitive Appraisals to Rage Emotions Following a Service Failure: A Longitudinal Assessment', in Proceedings of ANZMAC 2011, ANZMAC, Perth, WA, pp. 1 - 8, presented at
, 2010, 'A hierarchical model of virtual experience (VE) and its influence on customer perceived value and loyalty', in ANZMAC 2010 Conference Proceedings, Australia New Zealand Marketing Academy, Christchurch, pp. 1 - 8, presented at
, 2010, 'Acting ambidextrously in retail banking to achieve service and sales goals simultaneously: A mutlilevel perspective', in ANZMAC 2010 Conference Proceedings, Australia New Zealand Marketing Academy, Christchurch, pp. 1 - 9, presented at
, 2009, 'Cognitive appraisals that trigger customer rage in East (Thai) and West (US) cultures', in ANZMAC 2009 Conference Proceedings, Australia New Zealand Marketing Academy, Melbourne, Australia, presented at
, 2009, 'Situational Influences in the Choice of Self-Service in a Multi-Channel Retail Context.', in ANZMAC 2009 Conference Proceedings, Australia New Zealand Marketing Academy, Melbourne, Australia, presented at
, 2009, 'In search of ambidexterity', Nantes, France, presented at
, 2008, 'Achieving Service and sales Goals through Motivational Ambidexterity', in ANZMAC 2008 Conference, Homebush, Sydney, presented at
, 2008, 'Seeing Red: Customer Rage Emotions, Expressions and Behaviours', in ANZMAC 2008 Conference, Homebush, Sydney, presented at
, 2008, 'Customer Rage: Exploring Customer and Employee Perspectives', in Rust R; Kannan PK (ed.), Proceedings of the 17th Annual Frontiers in Service Conference, Washington, DC, pp. 108 - 108, presented at
, 2008, 'Research on Customer Rage in Failed Service Encounters.', in Journal of Harbin Institute of Technology, Harbin Institute of Technology, Harbin, 150, Beijing, China,, presented at
, 2007, 'The Market Orientation Model: Some Evidence from a Transitional Economy', in 3rd Meeting of the IMP Group in Asia, Phuket, Thailand, presented at
, 2007, 'Ambidexterity - The Simultaneous Pursuit of Service and Sales Goals', in Reputation, Responsibility, Relevance: ANZMAC 2007 Conference, Dunedin, New Zealand., presented at
, 2007, 'An Integrated Model of Intentions to Adopt Self-Service Technologies (SSTs): The Moderating Effects of Personality Traits', in Reputation, Responsibility, Relevance: ANZMAC 2007 Conference, Dunedin, New Zealand., presented at
, 2007, 'The Role of Social Capital and On-Line Communities in Enhancing Consumers` Consumption Value', in Reputation, Responsibility, Relevance: ANZMAC 2007 Conference, Dunedin, New Zealand., presented at
, 2007, '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, Niagara Falls, Canada, presented at
, 2006, 'An Extended Service Recovery Model: The Moderating Impact of Temporal Sequence of Events.', in Chan TS; Cui G; Hau A (eds.), 2006 AIB Southeast Asia Regional Conference: Global Vision and Local Competence, Bangkok, Thailand, pp. 1 - 2, presented at
, 2006, 'Social Influence in the Buying Decision: A Four-Country Study of Inter- and Intra-national Differences.', in Chan TS; Cui G; Hau A (eds.), 2006 AIB Southeast Asia Regional Conference: Global Vision and Local Competence, Bangkok, Thailand, pp. 1 - 2, presented at
, 2006, 'Understanding Customer Engagement in Services', in ANZMAC 2006 Conference, Brisbane, Qld, presented at
, 2006, 'Exercise Behavior in Loyalty Program: The Influence of Regulatory Focus', in Fitzsimmons GJ; Morwitz VG (ed.), Association for Consumer Research North American Conference, Orlando, Florida, USA, pp. 346 - 347, presented at
, 2006, 'Australian Knowledge-based Service Exports: An Analysis of Key Success Factors', in Susilowati S (ed.), Environment Challenges of Services Industry in Asia Pacific, Bukittinggi, West Sumatra, Indonesia, pp. 1 - 1, presented at
, 2005, 'An Examination of Client Perceived Value in a B2B International Services Context', in IMP Asia 2005, Phuket, Thailand, presented at
, 2005, 'An Examination of Professional Services Quality as Mediator Between Interpersonal Communication and Repurchase Intention', in ANZMAC 2005 Conference, Fremantle, WA, presented at
, 2005, 'Choice criteria in the selection of an international professional service firm.', in ANZMAC 2005 Conference, Fremantle, WA, presented at
, 2005, 'A Cross-Cultural Examination of In-Group Bias in Influencing Service Encounter Evaluations', in Bitner MJ; Brown SW; Rust R (eds.), 14th Annual Frontiers in Services Conference, Temper, Arizona, USA, pp. 81 - 81, presented at
, 2005, 'Customer Rage Spectrum Emotions, Expressions and Behaviours in Service Failure Encounters: Customer and Employee Perspectives', in Bitner MJ; Brown SW; Rust R (eds.), 14th Annual Frontiers in Services Conference, Temper, Arizona, USA, pp. 51 - 51, presented at
, 2005, 'Performance-Importance Grids Versus SERVQUAL', in Bitner MJ; Brown SW; Rust R (eds.), 14th Annual Frontiers in Services Conference, Temper, Arizona, USA, pp. 92 - 92, presented at
, 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 (ed.), Proceedings of AMA Winter Educators Conferences, San Antonio, Texas, presented at
, 2004, 'The Impact of Country of Origin on Client Perceived Performance in International Professional B2B Services', in ANZMAC 2005 Conference, Wellington, New Zealand, presented at
, 2004, 'The Moderating Impact of Individualism-Collectivism on Non-Marketing Influences on Consumer Choice for Services.', in ANZMAC 2005 Conference, Wellington, New Zealand, presented at
, 2004, 'Modelling Service Firms` Export Behaviour.', in 2004 AIB Southeast Asia Regional Conference, Macau, presented at
, 2004, 'The Pivotal Role of Communication in the Development of Client Trust and Intimacy in a Professional Services Context.', in EMAC: European Marketing Academy Conference (2004), Murcia, Spain, presented at
, 2003, 'A conceptual model of client perceived value in an international professional service context', in ANZMAC 2003 Conference, Adelaide, Sth Aust, presented at
, 2003, 'Antecedent causes and coping responses as predictors of consumer emotional labour: Customers are hard at work too.', in ANZMAC 2003 Conference, Adelaide, Sth Aust, presented at
, 2003, 'Customer citizenship behaviour in service organizations: A social exchange model.', in ANZMAC 2003 Conference, Adelaide, Sth Aust, presented at
, 2003, 'Locus of control and social influence in the buying decision: A four-nation study.', in ANZMAC 2003 Conference, Adelaide, Sth Aust, presented at
, 2003, 'The impact of cultural orientation on post recovery satisfaction.', in ANZMAC 2003 Conference, Adelaide, Sth Aust, presented at
, 2003, 'A cross-cultural examination of customer`s service recovery and fairness perceptions.', in Rust R (ed.), Frontiers in Services, Washington DC, USA, pp. 73 - 73, presented at
, 2003, 'The role of interpersonal communication in the development of client trust and closeness in a SME professional services context.', in Small Enterprise Association of Australia and New Zealand 16th Conference, Ballarat, Victoria, presented at
, 2003, 'A study of consumers` perceptions of service recovery efforts across east-west cultures.', in World Marketing Congress 2003, Perth, WA, presented at
, 2003, 'A decision making perspective on the propensity to continue service internationalisation.', in EMAC: European Marketing Academy Conference (2003), Glasgow, Scotland, presented at
, 2002, 'The Pivotal Role of Personnel in the Export Performance of Professional Services', in ANZMAC 2002 Conference, Melbourne, presented at
, 2001, 'Determinants of Export Performance Across Service Types: A Conceptual Model', in ANZMAC 2001 Conference: Bridging Marketing Theory and Practice, Auckland, New Zealand, presented at
, 2001, 'The Association between Consumer Demographic Characteristics and Service Loyalty', in ANZMAC 2001 Conference: Bridging Marketing Theory and Practice, Auckland, New Zealand, presented at
, 2001, 'Relational Competence and Relationship Quality in International Business Partnerships: Do Personality Traits Matter?', in Academy of International Business: 2001 Annual Meeting, Sydney, pp. 58 - 58, presented at
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https://orcid.org/0000-0003-4588-1510