The University of Western Australia

UWA Staff Profile

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Jill Sweeney

W/Prof Jill Sweeney

Winthrop Professor
Marketing (UWA Business School)

Contact details
Address
Marketing (UWA Business School)
The University of Western Australia (M263)
35 Stirling Highway
CRAWLEY WA 6009
Australia
Phone
+61 8 6488 1438
Fax
+61 8 6488 1004
Email
jill.sweeney@uwa.edu.au
Personal homepage
http://www.slideshare.net/JillSweeney2/jill-sweeney-cv31515
Qualifications
BSc Brist., DipStat Camb., MBus PhD Curtin
Biography
Jill was awarded a PhD in marketing in 1995. Her academic research focuses on services marketing as well as brand equity, relationship marketing and word-of-mouth. She has published widely including in the Journal of Retailing, the Australian Journal of Management, Psychology and Marketing and the Journal of Service Research. Jill was state Chair of the Australian Marketing and Social Research Society until recently and on the National Council of the same body. She is on the Australia and New Zealand Marketing Academy Executive and was co-chair of the ANZMAC 2005 conference held in Fremantle in December 2005. Jill was the Associate Dean of Research and Research Training at the University of Western Australia Business School from 2008-2010. She plays a strong role on research and education committees and mentors junior staff with respect to research.
Key research
Word-of-mouth Effectiveness: WOM plays a critical role in marketing. Organisations are continually seeking new ways to achieve competitive advantage and word-of-mouth represents such an opportunity. However, previous research is limited, for example using word-of-mouth intentions to test the outcome of a consumer model. An ARC funded project (with Soutar and Mazzarol) develops a full understanding of word of mouth in terms of content and delivery, addresses the factors that lead to word-of-mouth as well also the consequences of word-of-mouth, and also identifies the conditions and situations where WOM is most likely to be effective. The study is unique in that it addresses the full cycle of word of mouth, that is the giving and receiving of word of mouth, as both are required for effective marketing. We have published papers in the European Journal of Marketing, as well as presenting at national and international conferences on the topic. PhD and Honours students have taken up this research direction, for example, extending the topic to electronic modes.
Customer cocreation of value in health: Customers can no longer be regarded merely as passive recipients of services. Increasingly, customers play a role in the production and delivery of service across many industries. Our ARC funded study (with McColl-Kennedy and Dagger) investigates cocreation of value in a healthcares setting. Specifically we identify how customers help develop their service experience and service outcomes. We investigate how this changes over time and also identify the effectiveness of field interventions on consumer cocreation and outcomes. The project has benefits at several levels, the customer, the clinic and the healthcare sector. Our industry partner in this project is Haematology and Oncology Clinics of Australasia Pty Ltd.
Enhancing Sustainable Energy Saving Behaviour through Communication: This ARC funded study (with Mazzarol, Soutar and Webb) investigates how participation in an online community can increase energy saving behaviour. We investigate the extent to which participation increases the motivation to save energy and the extent to which this is internally rather than externally motivated. We also explore the effect of word of mouth and other forms of communication on energy saving attitudes and behaviour. Our partners in this project are Synergy, the former Office of Energy (now the Public Utilities Office) and PureProfile.
Funding Our Future: Perceptions of the Value of Financial Planning Advice - this is also an ARC study with Plewa, Zurbruegg and Michayluk. this study examines engagement in the financial planning process, as as value in use and value cocreation styles.
Publications
Career 10 best

Sweeney, Jillian C., Tracey S. Danaher, Janet R McColl-Kennedy “Customer Effort in Value Cocreation Activities: Improving Quality of Life and Behavioral Intentions of Health Care Customers” Journal of Service Research, special issue on Transformative Service Research (accepted 9 January 2015). doi:10.1177/1094670515572128.

McColl-Kennedy, Janet R., Stephen L. Vargo, Tracey S. Dagger, Jillian C. Sweeney and Yasmin van Kasteren (2012), "Health Care Customer Value Cocreation Practice Styles," Journal of Service Research, 15 (4), 370-389.

Sweeney, Jillian C., Geoffrey N. Soutar and Tim Mazzarol (2012) “Word of Mouth: Measuring the Power of Individual Messages”. European Journal of Marketing 46. 1/2 (2012): 237-257.

Sweeney, Jillian C., Geoffrey N. Soutar and Tim Mazzarol (2008) “Factors Influencing Word of Mouth Effectiveness: Receiver Perspectives”. European Journal of Marketing, 42 (3/4): 344-364.

Dagger, Tracey and Jillian C. Sweeney (2006), “The Effect of Service Evaluations on Behavioral Intentions and Quality-of-Life”. Journal of Service Research, 9 (1): 3-18 (lead article).

Sweeney, Jillian C., and Carol Brandon (2006), “Brand Personality: Exploring the Potential to Move from Factor Analytical to Circumplex Models”. Psychology & Marketing, 23 (8), 639-663 (lead article).

Soutar, Geoffrey N. and Jillian C. Sweeney (2003), “Are there Cognitive Dissonance Segments?” Australian Journal of Management, 28 (3), 227-250. (Prize for best paper in journal, 2003).

Sweeney, Jillian C., and Geoffrey N. Soutar (2001), “Consumer Perceived Value: The Development of a Multiple Item Scale”, Journal of Retailing, 77 (2), 203-220.

Sweeney, Jillian C., Douglas Hausknecht and Geoffrey N. Soutar (2000), “Cognitive Dissonance after Purchase: A Multidimensional Scale”, Psychology and Marketing, 17 (5), 369-386.

Sweeney, Jillian C., Geoffrey N. Soutar and Lester W. Johnson (1999), “The Role of Perceived Risk in the Quality-Value Relationship: A Study in a Retail Environment” Journal of Retailing, 75 (1), 75-105.

Recent Publications

Recent Book Chapters

Soutar, Geoffrey N., Jillian C. Sweeney and Janet McColl-Kennedy (2015) Best Worst Scaling: An Alternative to Ratings Data in Louviere, Jordan, Flynn, T. N. & Marley, A. A. J. (Eds.), Best-Worst Scaling: Theory, Methods and Applications (in press) (accepted 10/11/2013).
Ng, Sylvia, Carolin Plewa and Jillian C. Sweeney (2015) “Customer Engagement with a Service Offering: A Framework for Complex Services,” in Roderick J. Brodie, Linda Hollebeek and Jodie Conduit (eds), Customer Engagement: Contemporary Issues and Challenges, Taylor & Francis, UK: Routledge.


Journal Articles – last 5 years (Full Refereed Journal)

Plewa, Carolin and Jillian C. Sweeney “Determining Value in a Complex Service Setting” Journal of Service Theory and Practice (accepted 13 May 2015).

Sweeney, Jillian C., Tracey S. Danaher, Janet R McColl-Kennedy “Customer Effort in Value Cocreation Activities: Improving Quality of Life and Behavioral Intentions of Health Care Customers” Journal of Service Research, special issue on Transformative Service Research (accepted 9 January 2015). doi:10.1177/1094670515572128.

Kamal Basha, Norazlyn, Jillian C. Sweeney, and Geoffrey N. Soutar “Effects of Country and Delivery Mode on Perceived Risk in International Higher Education” Journal of Marketing for Higher Education (accepted 1 January 2015). DOI: 10.1080/08841241.2015.1031313.

Kamal Basha, Norazlyn, Jillian C. Sweeney, and Geoffrey N. Soutar "International students’ university preferences: How different are Malaysian and Chinese Students?" Journal of Educational Management (accepted 26 December 2014).

Sweeney, Jillian C., Dave Webb, Tim Mazzarol and Geoffrey N. Soutar (2014) “Self-Determination Theory and Word of Mouth about Energy Saving Behaviors: An Online Experiment”, Psychology & Marketing, 31, 9, 698-716.

Rosenbaum, Mark, Jillian C. Sweeney and Carolyn Messiah (2014) “The Restorative Potential of Senior Centers” Managing Service Quality, 2 (4), 363 – 383.

Sweeney, Jillian C., Geoffrey N. Soutar and Tim Mazzarol (2014) “Factors Enhancing Word-of-Mouth Influence: Positive and Negative Service-Related Messages”, European Journal of Marketing, 48 (1/2), 336-359.

Sweeney, Jillian C., Johannes Kresling, Dave Webb, Geoffrey N. Soutar and Tim Mazzarol (2013) “ Energy Saving Behaviours: Development of a Practice-Based Model”, Energy Policy, 61, (October), 371-381.

Dagger, Tracey S., Peter Danaher, Jillian C. Sweeney, and Janet R. McColl-Kennedy (2013) “Select Halo Effects Arising from Improving the Interpersonal Skills of Frontline Employees.” Journal of Service Research, 16, 4, 488-502.

Sweeney, Jillian C., Geoffrey N. Soutar and Tim Mazzarol “Factors Enhancing Word-of-Mouth Influence: Positive and Negative Service-Related Messages” (accepted for publication in European Journal of Marketing 27 October 2012).

Yap, Ken, Budi Soetarto and Jillian C. Sweeney “Antecedents of Electronic Word of Mouth Characteristics: Comparing Sender’s Views across Positive and Negative Messages” (accepted Australian Marketing Journal 2012).

McColl-Kennedy, Janet R., Stephen L. Vargo, Tracey S. Dagger, Jillian C. Sweeney and Yasmin van Kasteren (2012), "Health Care Customer Value Cocreation Practice Styles," Journal of Service Research, 15 (4), 370-389.

Hogan, Suellen J., Geoffrey N. Soutar, Janet R. McColl-Kennedy and Jillian C. Sweeney (2011) “Reconceptualizing Professional Service Firm Innovation Capability: Scale Development. Industrial Marketing Management, 40 (8):1264-1273.

Rosenbaum, Mark, Jillian C. Sweeney and Jillian Smallwood (2011) "Restorative Cancer Resource Center Servicescapes". Managing Service Quality, 21 (6):599-609.

Sweeney, Jillian C., Geoffrey N. Soutar and Tim Mazzarol (2012) “Word of Mouth: Measuring the Power of Individual Messages”. European Journal of Marketing, 46 (1/2), 237 - 257.

Sweeney, Jillian C., Geoffrey N. Soutar and Janet R. McColl-Kennedy (2011) “The Marketing Practices - Performance Relationship in Professional Service Firms” Journal of Service Management, 22 (3), 292-316.

Sweeney, Jillian C. (2010) “Is Marketing Academia Losing its Way?” Linking with Practitioners. Australasian Marketing Journal, 18 (3): 168-170.

Amonini, Claudia, Janet R. McColl-Kennedy and Geoffrey N. Soutar and Jillian C. Sweeney (2010). “How Professional Service Firms Compete in the Market: An Exploratory Study”. Journal of Marketing Management, 26 (1-2), 28-55.

Sweeney, Jillian C. and Jia-Yao Esther Bao (2009) “Comparing Factor Analytical and Circumplex Models of Brand Personality in Brand Positioning” Psychology and Marketing, 26 (10): 927–949.

Rosenbaum, Mark, Jillian C. Sweeney and Carla Windhorst (2009) “The Restorative Qualities of an Activity-Based Third Place Café for Seniors: Restoration, Social Support and Place Attachment at Mather’s More Than a Café” Seniors Housing and Care Journal, 17 (1): 39-54.

Full Refereed Conference Publications – last 5 years

Mazzarol, Tim, Dave Webb, Johannes Kresling, Geoffrey .N. Soutar and Jillian C. Sweeney (2015) “Marketing Energy Conservation to Households: What has changed in 30 years?” Presentation to the Marketing Public Policy Conference, Washington, 4-6 June 2015.

Ng, Sylvia, Carolin Plewa and Jillian C. Sweeney (2013) “Client Perceptions of Financial Planner Value Co-creation Styles: Scale Development ” Presented at Australia and New Zealand Marketing Academy Conference, 1-3 December, Griffith University.

Sweeney, Jillian C. and Carolin Plewa (2014) “Development of a Multidimensional Measurement Scale – Perceived Value Of Financial Planning” AMA SERVSIG, Thessaloniki, Greece, 13-15 June.

Kamal Basha, Norazlyn; Jillian C. Sweeney; Geoffrey N. Soutar (2013), “International Students’ University Preferences: The Effects of Country and Program Mode on Students’ Selection” Presented at Australia and New Zealand Marketing Academy Conference, 2-4 December, University of Auckland.

Ng, Sylvia, Carolin Plewa and Jillian C. Sweeney (2013) “Client Perceptions of Financial Planner Value Co-creation and Service Delivery Styles ” Presented at Australia and New Zealand Marketing Academy Conference, 2-4 December, University of Auckland.

Plewa, Carolin, Jillian C. Sweeney and David Michayluk (2013), “Customer Perceived Value in the Context of Financial Planning”. Presented at Australia and New Zealand Marketing Academy Conference, 2-4 December, University of Auckland.

Rosenbaum, Mark S. and Jillian C. Sweeney (2013), “Restorative Senior Center Servicescapes & Senior Health,” American Marketing Association Marketing & Public Policy Conference, May 30 – June 1, Washington, D.C.

Webb, Dave, Jillian C. Sweeney, Geoffrey N. Soutar and Tim Mazzarol (2012) “Measuring Subjective Behaviour in Social Marketing: the Case of Household Energy Consumption” Presented at Australia and New Zealand Marketing Academy Conference, 3-5 December University of South Australia.

Sweeney, Jillian C., Dave Webb, Geoffrey N. Soutar and Tim Mazzarol (2012) “ Enhancing Long Term Energy Saving Behaviour: An Online Experiment”. Presented at Australia and New Zealand Marketing Academy Conference, 3-5 December University of South Australia.

Diep, Vien Chau Stephanie, Jillian C. Sweeney and Geoffrey N. Soutar (2012) “A Conceptual Model of Way-finding on the Web”. Presented at Australia and New Zealand Marketing Academy Conference, 3-5 December University of South Australia.

Sweeney, Jillian C., Dave Webb, Geoffrey N. Soutar and Tim Mazzarol (2012) “Using Online Communities to Reduce Energy Consumption: A Field Experiment” International Joint Conference on Service Sciences. Service Innovation in an Emerging Economy. Fudan University, Shanghai, May 24-26.

Jillian C. Sweeney, Dave Webb, Geoffrey N. Soutar and Tim Mazzarol (2011) “Self Determination Theory and Word of Mouth”. Presented at the Australia and New Zealand Marketing Academy Conference, 28 November-30 November, Perth, Australia.

Liu, Fang and Jillian C. Sweeney (2011) “A Study on Brand Negative Publicity: Performance and Value Relevance”. Presented at the Australia and New Zealand Marketing Academy Conference, 28 November-30 November, Perth, Australia.

Seow, Bee Leng and Jillian C. Sweeney (2011) “The Impact of Customer-Directed Resources on Frontline Employee's Customer Service Self Efficacy: An Exploratory Study”. Presented at the Academy of Marketing Conference, 5-7 July, Liverpool, UK.

Rosenbaum, Mark, Jillian C. Sweeney, and Smallwood, Jillian (2011) “Restorative Cancer Resource Center Servicescapes” Presented at the Academy of Marketing Conference, 5-7 July, Liverpool, UK.

Sweeney, Jillian C., Tracey Dagger and Janet R. McColl-Kennedy (2011) “Identifying Value Co-Creation Activities and their Consequences”. Presented at the Seminar and Workshop Extending Service-Dominant Logic in Marketing, University of Auckland Business School, March 11-12, Auckland, New Zealand.

Sweeney, Jillian C., Tracey Dagger and Janet R. McColl-Kennedy, (2010) “Customer Value Co-creation Activities in Chronic Illness Contexts: Links to Quality of Life and other Outcomes” Presented at the International Society of Quality of Life Studies Conference, 8-11 December, Bangkok, Thailand.

Sweeney, Jillian C. and Mark Rosenbaum (2010) “The Role of Third Places in Reduction of Mental Fatigue” Presented at the Australia and New Zealand Marketing Academy Conference, 28 November-1 December, Christchurch, New Zealand.

Soutar, Geoffrey N., Jillian C. Sweeney and Janet R. McColl-Kennedy (2010) “The Agents’ Socially Desirable Responding (ASDR) Scale in an Australian Professional Service Setting”. Presented at the Australia and New Zealand Marketing Academy Conference, 28 November-1 December, Christchurch, New Zealand.

McColl-Kennedy, Janet R., Jillian C. Sweeney and Tracey S. Dagger (2009) “Customer Co-creation Activities in Chronic Illness Contexts: Links to Quality of Life and other Customer Outcomes” Presented at the Forum on Markets and Marketing: Extending Service-Dominant Logic, University of Cambridge, UK September 23-26.

Rosenbaum, Mark, Jillian C. Sweeney and Carla Windhorst (2010) “Restoring Senior Health at a Third Place: Restoration, Social Support, and Place Attachment at Mather’s–More-Than-a- Café” ”. Presented at SERVSIG 2010, Oporto, Portugal, June 17-19.


Invited Presentations – last 5 years

ANZMAC Doctoral Colloquium “Publishing from Your PhD and Developing a Pipeline” Griffith University, Brisbane, Australia, December 1-3, 2014.

University of Adelaide Business School ““Using Online Communities to Reduce Energy Consumption: A Field Experiment”October 3, 2012.

International Joint Conference on Service Sciences. Service Innovation in an Emerging Economy. “Service Research in Australia and New Zealand”. Fudan University, Shanghai, May 24-26, 2012.

ANZMAC Doctoral Colloquium “Publishing from Your PhD” Edith Cowan University, Perth, Australia, November 26-27, 2011.

ANZMAC Doctoral Colloquium “The PhD – The Early Stages” Canterbury University, November 27-28, 2010.

Special Session Panelist on topic: “Service-Dominant Logic: Foundations and Extensions” Seminar and Workshop Extending Service-Dominant Logic in Marketing, University of Auckland Business School, March 11-12, Auckland, New Zealand.

Global Conference on Service Excellence. “Co-creation and its Outcomes: A Study in Health Services”: Institute of Service Excellence, Singapore Management University, 21-23 July, 2010.

“Customer Cocreation in Health Services” Presented at:

John and Doris Norton School, University of Arizona Tuscon, USA, 10 February 2010
W. P. Carey School of Business, Arizona State University, Phoenix, USA, 12 February, 2010
Guanghua School of Management, Peking University, China (April 2010)
Zhejiang University, School of Management, Hangzhou (27 April, 2010)
PSB Academy, Singapore (29 April 2010)
Roles, responsibilities and expertise
Qualifications:
1970-1973University of Bristol, England, B Sc Honours Degree in Mathematics (Upper second)

1973-1974University of Cambridge
Diploma in Mathematical Statistics

1988-1990Curtin University of TechnologyMaster of Business (Marketing) (Distinction)

1992-1994Curtin University of Technology,PH. D. in Marketing. Thesis title: An Investigation of a Theoretical Model of Consumer Perceptions of Value
Future research
Future research streams:

1. What is the role of word-of-mouth in contexts such as energy saving behaviours?
2. Cocreation of value in healthcare
3. Practice styles, value co-creation and perceived value in financial planning.
Funding received
Australian Research Council (ARC) Grants:

“The Impact of Customer-Focused Business Strategies on Organisational Performance in a Professional Service Context” Sweeney, Jillian Carol; Soutar, Geoffrey N. and McColl-Kennedy Janet R. DP0450736, Amount $210,000, 2004-6.

“An Exploration of the Development and Effectiveness of Word-of-Mouth Communication in Financial Services Markets” Mazzarol, Tim, Sweeney, Jillian Carol; Soutar, Geoffrey N. (2004-6). Industry partner: StateWest Credit Society. LP0455705, Amount: $68,738, 2004-6.

“Customer Co-production in Ongoing Health Service Delivery: A Longitudinal Study”
McColl-Kennedy, Janet; Dagger, Tracey; Sweeney, Jillian Carol; Mirolo, Beverley; Hargraves, Maryanne. Industry partner: Haemotology and Oncology Clinics of Australia. LP0775220. Amount: $115,784, 2007-2009.

“Enhancing Sustainable Energy Saving Behaviour through Communication: a Longitudinal Study”. Mazzarol Tim W. , Soutar, Geoffrey N., Sweeney, Jillian C., Webb, David A., Henry, Jasmine, Brock, Helen, Cilona, Marina, Doeltsch Stephanie C. Industry partners: Office of Energy WA, Synergy WA, PureProfile, LP110100681. $180,000. 2011-2012.

“Funding Our Future: Perceptions of the Value of Financial Planning Advice” Plewa, Carolin, Sweeney, Jillian Carol, Zurbruegg, Michayluk, David, Industry partner: Financial Services Council. LP120100102 $100,000. 2012-2014.

Small ARC Grant:

“Understanding Cognitive Dissonance: Validation and Empirical Examination” Sweeney, Jillian Carol. Amount $6,100 (1997).
Memberships
Australian Market and Social Research Society (WA Chair) 2002-2004
Australia and New Zealand Marketing Academy (Executive Committee)2001-2007
American Marketing Association
Academy of Marketing Science
Honours and awards
Chamber of Commerce and Industry Prize for Best Graduating Master of Business student, Curtin University, 1990.

Highly commended paper, ANZMAC conference 1996 (journal paper J5).

UWA Student Guild and UWA - Excellence in Postgraduate Research Supervision Award Commendation – 1997, 2001.

Highly commended paper, ANZMAC conference, 2000 (conference paper C22).

Excellence in Postgraduate Research Supervision Award Winner – 2003 (UWA Student Guild and UWA); nominated 2011.

E. Yetton Prize for Best Paper in the Australian Journal of Management, 2003.

ANZMAC best paper award (with Tracey Dagger), ANZMAC 2003 (conference paper C34).

Excellence in Teaching Award (Postgraduate Coursework), winner - 2007 (UWA Business School). Nominated for Australian Learning and Teaching Council for 2009 Citation for Outstanding Contributions to Student Learning. Nominated 2011.

Emerald LiteratiNetwork 2008 Outstanding Paper Award, Journal of Business and Industrial Marketing (Sweeney and Webb).

Fellowship of the Australia and New Zealand Marketing Academy (ANZMAC) 2008.

Emerald LiteratiNetwork 2009 Highly Commended Paper Award, European Journal of Marketing (Sweeney, Mazzarol and Soutar).

Best paper in Service-Dominant Logic track. Naples Forum on Services: Service-Dominant Logic, Service Science, and Network Theory, 2009 (with McColl-Kennedy, Vargo and Dagger).

Top three paper award: Academy of Marketing, 2011 (with Rosenbaum and Smallwood).

Journal of Service Research, nomination for best paper in 2013 (McColl-Kennedy, Vargo, Dagger, Sweeney and van Kasteren).
Previous positions
2001-2007, Associate Professor, UWA Business School
1995-2000, Senior Lecturer (1998-2000), Lecturer (1995-1998), Department of Information Management and Marketing, UWA
1991,Senior Tutor, Commerce Programme, Murdoch University
1990-1991, Research Officer, Institute for Social Programme Evaluation, Murdoch University
1988-1990, Consultant, Reark Research, Perth
1985-1988, Research consultant and tutoring, Freelance work./Research Officer, Institute for Social Programme Evaluation, Murdoch University
1981-1982, Market Research Manager, Metropolitan Transport Trust (now Transperth)
1978-1981, General Manager (1980-81), Senior Research Executive (1978-80), Market Feedback Analytics Pty Ltd/Marketing, Centre Research Pty Ltd, Perth
1977-1978, Research Executive/ Analysis Office, Consensus Research Pty Ltd, Sydney
1974-1976, Research Executive, British Market Research Bureau, London
Teaching
Marketing Research
Advanced Marketing Research
Advanced Marketing Services
Research Methodology
Buyer Behaviour and Decision Making
Current external positions
Editorial Boards – Journal of Service Management, Journal of Service Research, Australasian Marketing Journal, Consultant to government and private industry.


Journal of Retailing and Consumer Services, European Journal of Marketing, Journal of Business and Industrial Marketing, Journal of Consumer Behaviour, Journal of Business Research, Australian Journal of Management, Journal of the Academy of Marketing Science
Useful links
http://scholar.google.com/scholar?q=Jillian+sweeney&hl=en&lr=
New and noteworthy
Sweeney and Soutar's (2001) Journal of Retailing paper measuring perceived value in a retail setting has been referenced by 2405 to May 2015. The article "The role of perceived risk in the quality-value relationship: a study in a retail environment" also in the Journal of Retailing in 1999 has been referenced by 10298. (see: https://scholar.google.com.au/scholar?hl=en&q=sweeney+and+soutar&btnG=&as_sdt=1%2C5&as_sdtp=)
Current projects
Industrial Relevance
Assessment of factors leading to quality of life in healthcare
Customer engagement
Value in use and cocreated value in the financial services industry
Understanding consumer decision processes such as cognitive dissonance and brand perception

Links with Industry
Forethought Research, Melbourne;
Australian Market and Social Research Society

Collaborations with Other Institutions
Investigation of perceptions of airline failures, with Professor Joffre Swait, School of Business, University of Alberta, Canada.
“Customer Co Production in Ongoing Health Service Delivery - A Longitudinal Study” with Professor Janet McColl-Kennedy and Dr Tracey Dagger, University of Queensland Business School.
Research profile
Research profile and publications
 

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