Select Publications
Journal articles
2024, 'A collision of strategic orientations: Entrepreneurial orientation and customer relationship orientation in a collectivist cultural context', Australian Journal of Management, 49, pp. 272 - 289, http://dx.doi.org/10.1177/03128962221130943
,2024, 'SME clients evaluation of audit quality: the roles of auditors' communication effectiveness, rapport and social capital', Journal of Accounting in Emerging Economies, 14, pp. 373 - 395, http://dx.doi.org/10.1108/jaee-10-2022-0300
,2024, 'Client assessments of their audit experiences: the role of experience quality, similarity and client participation', Asian Review of Accounting, 32, pp. 166 - 186, http://dx.doi.org/10.1108/ara-11-2022-0269
,2024, 'Alumni connectedness and its role in intention to contribute to higher education institutions', Journal of Marketing for Higher Education, 34, pp. 1124 - 1145, http://dx.doi.org/10.1080/08841241.2023.2186560
,2024, 'Modelling client adoption of robo-advisors in Thailand: the impact of trust and situational factors', Asia Pacific Business Review, http://dx.doi.org/10.1080/13602381.2024.2405696
,2024, 'Engaging Robo-advisors in Financial Advisory Services: The Role of Psychological Comfort and Client Psychological Characteristics', Australasian Marketing Journal, 32, pp. 339 - 354, http://dx.doi.org/10.1177/14413582231195990
,2022, 'Professionals’ interpersonal communications style: does it matter in building client psychological comfort?', Journal of Services Marketing, 36, pp. 379 - 397, http://dx.doi.org/10.1108/JSM-09-2020-0382
,2022, 'Customer acceptance of frontline service robots in retail banking: A qualitative approach', Journal of Service Management, 33, pp. 321 - 341, http://dx.doi.org/10.1108/JOSM-10-2020-0374
,2020, 'Gaining Insights Into Why Professionals Continue or Abandon Pro Bono Service', European Journal of Marketing, 55, pp. 790 - 813, http://dx.doi.org/10.1108/EJM-05-2019-0438
,2020, 'Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?', Journal of Service Theory and Practice, 30, pp. 361 - 391, http://dx.doi.org/10.1108/JSTP-04-2019-0088
,2019, 'The impact of communication style on psychological comfort and trust in audit services', Accounting Research Journal, 32, pp. 642 - 661, http://dx.doi.org/10.1108/ARJ-06-2017-0097
,2019, 'The role of client participation and psychological comfort in driving perceptions of audit quality: Evidence from an emerging economy', Asian Review of Accounting, 27, pp. 177 - 195, http://dx.doi.org/10.1108/ARA-09-2017-0144
,2019, 'The Effect of Humour Usage on Customer’s Service Experiences', Australian Journal of Management, 44, pp. 109 - 127, http://dx.doi.org/10.1177/0312896218775799
,2018, 'Brave new world: service robots in the frontline', Journal of Service Management, 29, pp. 907 - 931, http://dx.doi.org/10.1108/JOSM-04-2018-0119
,2018, 'The formation of a cross-selling initiative climate and its interplay with service climate', European Journal of Marketing, 52, pp. 1457 - 1484, http://dx.doi.org/10.1108/EJM-08-2016-0487
,2018, 'Continued value creation in crowdsourcing from creative process engagement', Journal of Services Marketing, 32, pp. 19 - 33, http://dx.doi.org/10.1108/JSM-02-2017-0044
,2017, 'A contingency model of “Face” loss in service encounters: an Eastern cultural context', Journal of Service Theory and Practice, 27, pp. 1122 - 1144, http://dx.doi.org/10.1108/JSTP-03-2016-0055
,2017, 'Modeling the habit of self-service technology usage', Australian Journal of Management, pp. 031289621664086 - 031289621664086, http://dx.doi.org/10.1177/0312896216640862
,2017, 'In pursuit of service productivity and customer satisfaction: The role of resources', European Journal of Marketing, 51, pp. 1836 - 1855, http://dx.doi.org/10.1108/EJM-07-2016-0385
,2017, 'Guest editorial', Journal of Service Theory and Practice, 27, pp. 518 - 519, http://dx.doi.org/10.1108/JSTP-02-2017-0032
,2016, 'Retrospective: tracking the impact of communications effectiveness on client satisfaction, trust and loyalty in professional services', Journal of Services Marketing, 30, pp. 485 - 489, http://dx.doi.org/10.1108/JSM-05-2016-0190
,2016, 'Geysers or Bubbling Hot Springs? A Cross-Cultural Examination of Customer Rage From Eastern and Western Perspectives', Journal of Service Research, 19, pp. 243 - 259, http://dx.doi.org/10.1177/1094670516649057
,2016, 'A contingency model of client repeat patronage in a financial auditing service context.', Accounting Research Journal, 29, pp. 106 - 130, http://dx.doi.org/10.1108/ARJ-04-2014-0039
,2015, 'Converting service encounters into cross-selling opportunities: Does faith in supervisor ability help or hinder service-sales ambidexterity?', European Journal of Marketing, 49, pp. 491 - 511, http://dx.doi.org/10.1108/EJM-10-2013-0549
,2015, 'Frontline Employees' cognitive appraisals and well-being in the face of customer aggression in an eastern, collectivist culture.', Journal of Services Marketing, 29, pp. 268 - 279, http://dx.doi.org/10.1108/JSM-12-2013-0328
,2015, 'To give or not to give professional services to non-paying clients: Professionals’ giving backstory', Journal of Service Management, 26, pp. 426 - 459, http://dx.doi.org/10.1108/JOSM-07-2014-0194
,2015, 'Unpacking Customer Rage Elicitation: A Dynamic Model', Journal of Service Research, 18, pp. 177 - 192, http://dx.doi.org/10.1177/1094670514556275
,2015, 'A Hierarchical Model of Virtual Experience and its Influences on Customer Perceived Value and Loyalty', International Journal of Electronic Commerce, 19, pp. 126 - 158, http://www.tandfonline.com/doi/abs/10.1080/10864415.2015.979484
,2014, 'The role of interpersonal communication in developing small-medium size enterprise (SME) client loyalty toward an audit firm', International Small Business Journal, OnlineFirst Version, http://dx.doi.org/10.1177/0266242614524259
,2014, 'Killing two birds with one stone: Cross-selling during service delivery', Journal of Business Research, 67, pp. 1944 - 1952, http://dx.doi.org/10.1016/j.jbusres.2013.11.013
,2013, 'The Roles of Habit, Self-Efficacy, and Satisfaction in Driving Continued Use of Self-Service Technologies: A Longitudinal Study', Journal of Service Research, 16, pp. 400 - 414, http://dx.doi.org/10.1177/1094670512473200
,2013, 'Achieving Servcie-Sales Ambidexterity', Journal of Service Research, 16, pp. 52 - 66, http://dx.doi.org/10.1177/1094670512453878
,2012, 'An extended service recovery model: The moderating impact of temporal sequence of events', Journal of Services Marketing, 26, pp. 510 - 520, http://dx.doi.org/10.1108/08876041211266477
,2012, 'Customer choice of self-service technology: The roles of situational influences and past experience', Journal of Service Management, 23, pp. 54 - 78, http://dx.doi.org/10.1108/09564231211208970
,2012, 'Customer rage back-story: Linking needs-based cognitive appraisal to service failure type', Journal of Retailing, 89, pp. 72 - 87, http://dx.doi.org/10.1016/j.jretai.2012.06.001
,2011, 'The impact of service climate and service provider personality on employees' customer-oriented behavior in a high-contact setting', Journal of Services Marketing, 25, pp. 101 - 113, http://dx.doi.org/10.1108/08876041111119822
,2010, 'Quand la rage s'empare de votre client', L'Expansion Management Review, N° 139, pp. 70 - 88, http://dx.doi.org/10.3917/emr.139.0070
,2010, 'Customer-oriented behaviour of front-line service employees: The need to be both willing and able.', Australasian Marketing Journal, 18, pp. 57 - 65
,2010, 'How the local competition defeated a global brand: The case of Starbucks', Australasian Marketing Journal, 18, pp. 41 - 47
,2010, 'Service firms and customer loyalty programs: a regulatory fit perspective of reward preferences in a health club setting', Journal of the Academy of Marketing Science, 38, pp. 604 - 616, http://dx.doi.org/10.1007/s11747-009-0165-x
,2009, 'An Emerging South East Asian Brand - MK Restaurants.', Australasian Marketing Journal, 17, pp. 175 - 181
,2009, 'Client-perceived performance and value in professional B2B services: An international perspective.', Journal of International Business Studies, 40, pp. 274 - 300
,2009, 'Collectivism and social influence in the buying decision: A four-country study of inter-and intra-national differences.', Australasian Marketing Journal, 17, pp. 142 - 149, http://dx.doi.org/10.1016/j.ausmj.2009.05.013
,2009, 'Customer Rage Episodes: Emotions, Expressions and Behaviors', Journal of Retailing, 85, pp. 222 - 237
,2009, 'Customer Rage: Triggers, Tipping Points, and Take-Outs', Harvard Business Review
,2009, 'Determinants of Customer-Oriented Behavior in a Health Care Context', Journal of Service Management, 20, pp. 5 - 32
,2009, 'The Propensity to Continue Internationalization: A Study of Entrepreneurial Decision-Making in Australian Service Firms', Advances in International Marketing, 20, pp. 11 - 36, http://dx.doi.org/10.1108/S1474-7979(2009)0000020004
,2008, 'A relational model of export performance', Journal of International Business Studies, 39, pp. 880 - 900
,2008, 'An examination of the impact of cultural orientation and familiarity in service encounter evaluations.', International Journal of Service Industry Management, 19, pp. 662 - 681, http://dx.doi.org/10.1108/09564230810903514
,2008, 'Research on Customer Rage in Failed Service Encounters', Journal of Harbin Institute of Technology, 15, pp. 222 - 226, https://www.researchgate.net/publication/290304419_Research_on_customer_rage_in_failed_service_encounters
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