CURRICULUM VITAE

Professor Jill Sweeney UWA Business School

QUALIFICATIONS

B Sc Honours Degree in Mathematics (Upper second) 1973,

University of Bristol, UK Graduate Diploma in Mathematical Statistics 1974,

University of Cambridge, UK Master of Business (Marketing) (Distinction) 1990, Curtin

University of Technology, Western Australia. Ph.D. in Marketing 1995, Curtin University of Technology,

Western Australia. (Title: An Investigation of a Theoretical Model of Consumer Perceptions of Value”)

____________________________________________________________________________________ PRIZES 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, 2013. 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.

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Emerald Literati Network 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). GRANTS 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).

Other Grants: ECEL (Faculty) individual research grant

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“An Investigation of Various Types of Consumption Values and Development of Appropriate Measurement Scales”. Sweeney, Jillian Carol. Amount $5,000 (1996). ECEL (Faculty) Teaching and Learning Improvement Grant. “Development of a Website to Support Marketing Services” Amount $2,500 (1998-1999). Curtin Business School, Research and Development Committee “Testing a Generalisable Model of Customer Participation”. Chua, Christina, Oakley, Grace, Sweeney, Jillian Carol. Amount $7375 (2004). Biotech Australia Industry Tourism Resources (Biotechnology Australia), $2,200 “Consumer Attitudes to Genetically Modified Foods”. Klerck, Deon and Sweeney, Jillian Carol. Amount $2,200, 2003. EMPLOYMENT RECORD (from date of first graduation) DATES DETAILS OF APPOINTMENT 1974-1976 British Market Research Bureau, London Position - Research Executive 1977-1978 Consensus Research Pty Ltd, Sydney Position - Research Executive/Analysis Officer 1978-1981 Market Feedback Analytics Pty Ltd/Marketing Centre Research Pty Ltd, Perth Position - Senior Research Executive (1978-80) Position - General Manager (1980-81) 1981-1982 Metropolitan Transport Trust (now Transperth) Position - Market Research Manager 1985-1988 Freelance work Research consultant and tutoring

Institute for Social Programme Evaluation, Murdoch University Position - Research Officer 1988-1990 Reark Research, Perth Position - Consultant 1990-1991 Institute for Social Programme Evaluation, Murdoch University Position - Research Officer 1991 Commerce Programme, Murdoch University Position - Senior Tutor 1992 - 1994 Full time study (Ph. D) 1995-2000 Department of Information Management and Marketing, UWA Position – Lecturer - 1995-1998 Position – Senior Lecturer, 1998

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2001-2007 UWA Business School Position – Associate Professor 2007+ UWA Business School Position – Winthrop Professor 2008-2010 UWA Business School

Associate Dean of Research

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PUBLICATIONS Please note that I have listed these in chronological order, given publications first followed by those in press.

REFEREED JOURNAL ARTICLES - all peer reviewed

J1 Sweeney, Jillian C., Lester W. Johnson and Robert Armstrong (1992), “ The Effect of Cues on Service Quality Expectations and Service Selection in a Restaurant Setting,” The Journal of Services Marketing, 6 (Fall), 15-22.).

J2 Armstrong, Robert W. and Jillian C. Sweeney (1994), “Industry Type, Culture,

Mode of Entry and Perceptions of International Marketing Ethics Problems: A Cross Cultural Comparison,” Journal of Business Ethics, 13, 775-785.

J3 Sweeney, Jillian C. and Geoffrey N. Soutar (1995), “ Quality and Value: An Exploratory Study,” The International Journal of Business Studies, 3 (2), 51-67.

J4 Sweeney, Jillian C., Geoffrey N. Soutar and Lester W. Johnson (1996), “Are

Satisfaction and Dissonance the Same Construct? A Preliminary Analysis,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 9, 138-143.

J5 Brush, Greg J. and Jillian C. Sweeney (1996), “The Service Encounter: An

Extended Framework for Classifying Causes of Satisfying and Dissatisfying Incidents,” New Zealand Journal of Business, 18 (2), 43-66.

J6 Sweeney, Jillian C., Geoffrey N. Soutar and Lester W. Johnson (1997), “Retail

Service Quality and Perceived Value: A Comparison of Two Models,” Journal of Retailing and Consumer Services, 4 (1), 39-48.

J7 Sweeney, Jillian C., Geoffrey N. Soutar, Douglas Hausknecht, Raymond D.

Dallin, and Lester W. Johnson (1997), “Collecting Information from Groups: A Comparison of Two Methods,” Journal of the Market Research Society, 39 (2), 397-411.

J8 Amonini, Claudia, Julia Keogh and Jillian C. Sweeney (1998), "The Country-of-

Origin Effects on Product Evaluations - A Case Study of the Australian Apparel Industry", Australasian Marketing Journal, 6 (2),13-27.

J9 Hausknecht, Douglas R., Jillian C. Sweeney, Geoffrey N. Soutar and Lester W.

Johnson (1998), "After I Had Made the Decision, I...:": Toward a Scale to Measure Cognitive Dissonance. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, (11), 119-127.

J10 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.

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J11 Swait, Joffre and Jillian C. Sweeney (2000), “Perceived Value and its Impact on Choice Behavior in a Retail Setting”, Journal of Retailing and Consumer Services, 7 (2), 77-88.

J12 Ouschan, Robyn, Jillian C. Sweeney and Lester W. Johnson (2000), “Patient

Empowerment: Implications for Professional Services Marketing”, Health Marketing Quarterly, 8 (1/2), 99-114.

J13 Sweeney, Jillian C., Douglas Hausknecht and Geoffrey N. Soutar (2000),

“Measuring Cognitive Dissonance: A Multidimensional Scale”, Psychology and Marketing, 17 (5), 369-386.

J14 Johnson, Lester W., Geoffrey N. Soutar and Jillian C. Sweeney (2000),

“Moderators of the Brand Image/Perceived Product Quality Relationship”, Journal of Brand Management, 7 (6), 425-433.

J15 Sweeney, Jillian C. (2000), “Are There Areas Of Research That Are Most Likely

To Be Important/Useful For ANZ Researchers To Pursue?” Australasian Marketing Journal, 8 (2),87-92.

J16 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.

J17 Sweeney, Jillian C. and Deborah Ingram (2001), “A Comparison of Traditional

and Web-based Tutorials in Marketing Education: An Exploratory Study”, Journal of Marketing Education, 23 (April), 55-62.

J18 Sweeney, Jillian C. (2001), “Developing a Two-Way Understanding between

Universities and the Market Research Industry”, Australasian Journal of Market Research, 9 (1), 32-48.

J19 Sweeney, Jillian C. and Fiona Wyber (2002), “The Role of Cognitions and

Emotions in the Music-Approach Avoidance Behavior Relationship”, The Journal of Services Marketing, 16 (1), 51-69.

J20 Sweeney, Jillian C. and Macy Chew (2002), “Understanding Consumer-Service

Brand Relationships: A Case Study Approach” Australasian Marketing Journal, 10 (2), 26-43.

J21 Sweeney, Jillian C. and Dave Webb (2002), “Relationship Benefits: An

Exploration of Buyer-Supplier Dyads,” Journal of Relationship Marketing, 1 (2), 77-92.

J22 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 in 2003).

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J23 Sweeney, Jillian C. and Wade Lapp (2004), “Critical Service Quality Encounters on the Web: An Exploratory Study”. Journal of Services Marketing, 18 (4), 276-289.

J24 Sweeney, Jillian C, Tom O’Donoghue and Clive Whitehead (2004), “Traditional

face-to-face and Web-based tutorials: A study of University Students' Perspectives on the Roles of Tutorial Participants”. Teaching in Higher Education, 9, 3, 311-324.

J25 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).

J26 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).

J27 Ouschan, Robyn, Jillian C. Sweeney and Lester W. Johnson (2006), “Customer

empowerment and relationship outcomes in healthcare consultations”. European Journal of Marketing, 40 (9/10): 1068-1086.

J28 Yap, Ken and Sweeney, Jillian C. (2006) “Zone-of-Tolerance Moderates the

Service Quality–Outcome Relationship” Journal of Services Marketing, 21 (2):137-148.

J29 Klerck, Deon and Jillian C. Sweeney (2007), “The Effect of Knowledge Types

on Consumer Perceived Risk and Adoption of Genetically Modified Food”. Psychology and Marketing, 24 (2):171-193.

J30 Dagger, Tracey and Jillian C. Sweeney (2007), “Service Quality Attribute

Weights: How Do Novice and Longer-Term Customers Construct Service Quality Perceptions?” Journal of Service Research 10 (1), 22-42.

J31 Dagger, Tracey, Jillian C. Sweeney and Lester W. Johnson (2007) “A

Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model” Journal of Service Research 10 (2): 123-142.

J32 Sweeney, Jillian C. and Dave Webb (2007), “How Functional, Psychological and

Social Relationship Benefits Influence Individual and Firm Commitment To The Relationship”. Journal of Business and Industrial Marketing, 22 (7):474-488.

J33 Mazzarol, Tim, Jillian C. Sweeney and Geoffrey N. Soutar (2007)

“Conceptualizing Word-Of-Mouth Activity, Triggers and Conditions: An Exploratory Study”. European Journal of Marketing, 41 (11/12): 1475- 1494.

J34 Sweeney, Jillian (2007) “Moving Towards the Service Dominant Logic – A

Comment”. Australasian Marketing Journal, 15 (1): 97-104.

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J35 Sweeney, Jillian C and Joffre Swait (2008) “The Effects of Brand Credibility on Customer Loyalty”. Journal of Retailing and Consumer Services, 15 (May): 179-193.

J36 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.

J37 McColl-Kennedy, Janet, Jillian C. Sweeney, Geoffrey N. Soutar and Claudia

Amonini (2008) “Professional Service Firms are Relationship Marketers: But Does Size Matter”. Australasian Marketing Journal, 16 (1): 30-47.

J38 Diep, Stephanie and Sweeney, Jillian C. (2008) “The Impact of Product and Store

Value on Shopping Trip Value” Journal of Retailing and Consumer Services, 15: 399-409.

J39 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.

J40 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.

J41 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.

J42 Sweeney, Jillian C. (2010) “Is Marketing Academia Losing its Way?” Linking with Practitioners. Australasian Marketing Journal, 18 (3): 168-170.

J43 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.

J44 Rosenbaum, Mark, Jillian C. Sweeney and Jillian Smallwood (2011) "Restorative

Cancer Resource Center Servicescapes". Managing Service Quality, 21 (6):599-609.

J45 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.

J46 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.

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J47 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.

J48 Yap, Ken, Budi Soetarto and Jillian C. Sweeney “Antecedents of Electronic

Word of Mouth Characteristics: Comparing Sender’s Views across Positive and Negative Messages” (2013), Australian Marketing Journal, 2, 66-74.

J49 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.

J50 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.

J51 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.

J52 Rosenbaum, Mark, Jillian C. Sweeney and Carolyn Messiah (2014) “The

Restorative Potential of Senior Centers” Managing Service Quality, 2 (4), 363 – 383.

J53 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.

J54 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).

J55 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.

J56 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.

J57 Plewa, Carolin and Jillian C. Sweeney “Determining Value in a Complex Service

Setting” Journal of Service Theory and Practice (accepted 13 May 2015).

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REFEREED CONFERENCE PAPERS

C1 Sweeney, Jillian C., Lester W. Johnson and Robert W. Armstrong (1992), “Examination of Service Quality Utility: A Conjoint Study”. Presented at the Australia and New Zealand Marketing Educators' Conference, Perth, February, 1992.

Also presented at TIMS 2nd Special Interest Conference on Service Quality, Service Satisfaction and Services Marketing, Nashville, Tennessee, March, 1992.

C2 Sweeney, Jillian C., Geoffrey N. Soutar and Lester W. Johnson (1995), “The

Relationship Between Satisfaction and Dissonance: A Preliminary Analysis”. Presented at the 1995 Consumer Satisfaction, Dissatisfaction and Complaining Behavior Conference, June 1-4, 1995, Snowbird, Utah.

C3 Sweeney, Jillian C., Soutar Geoffrey N. Soutar and Lester W. Johnson (1995),

“Consumer Perceptions of Value - A Theoretical Model”. Presented at the Marketing Science Conference, July 2-5, Sydney, Australia.

C4 Sweeney, Jillian C., Geoffrey N. Soutar and Lester W. Johnson (1995), “The

Influence of Retail Service Quality on Perceived Value”. Presented at The Second International Conference on Recent Advances in Retailing and Services Science, July 11-12, Gold Coast, Australia.

C5 Swait, Joffre and Jillian C. Sweeney (1996), “Perceived Value and its Impact on

Choice Behaviour in a Retail Setting”. Presented at the Marketing Science Conference, March 7-10, Gainesville, Florida.

C6 Sweeney, Jillian C., Geoffrey N. Soutar, Douglas R. Hausknecht, Ray F. Dallin,

and Lester W. Johnson (1996), “Collecting Information from Groups: A Comparison of Two Methods”. Presented at the ANZMEC Conference, November 25-27, Auckland, New Zealand.

C7 Ouschan, Robyn, Jillian C. Sweeney, and Lester W. Johnson (1996), “The

Essence of Partnerships”, 9th UK Services Marketing Workshop, Stirling, Scotland, University of Stirling, 1-10.

C8 Hausknecht, Douglas R., Jillian C. Sweeney, Geoffrey N. Soutar and Lester W.

Johnson (1997), “I Think, Therefore I Am...Queasy: Cognitive and Emotional Concepts of Dissonance”. Presented at the 1997 Consumer Satisfaction, Dissatisfaction and Complaining Behavior Conference, July 11-13, 1997, Snowbird, Utah.

C9 Sweeney, Jillian C., Geoffrey N. Soutar, Alma M. Whitely and Lester W.

Johnson (1997), “Generating Consumption Value Items: A Parallel Interviewing Process Approach,” Proceedings, Second South-East Asia-Pacific Association for Consumer Research Conference, July 12-13, 1996, Perth, Australia.

C10 Sweeney, Jillian C., Geoffrey N. Soutar and Johnson Lester W. (1997),

“Consumer Perceived Value: First Stages in the Development of a Multiple Item

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Scale” Presented at the Australia and New Zealand Marketing Educators' Conference, 1-3 December, Monash University, Melbourne, Australia.

Also presented at the American Marketing Association Winter Conference, 21-24 February, 1998 Austin, Texas, 138-139.

C11 Johnson, Lester W., Geoffrey N. Soutar and Jillian C. Sweeney (1997),

“Moderators of the Brand image/product quality relationship” Presented at the Australia and New Zealand Marketing Educators' Conference, 1-3 December, Monash University, Melbourne, Australia.

C12 Ouschan, Robyn and Jillian C. Sweeney (1997), A Measure of Patient

Empowerment in Doctor-Patient Encounters. Presented at the Australia and New Zealand Marketing Educators' Conference, 1-3 December, Monash University, Melbourne, Australia.

C13 Wyber, Fiona and Jillian C. Sweeney (1998), “The Effects of Music on

Behavioural Intentions: A Video Simulation of the Fashion Store Shopping Experience” Presented at the Marketing Science Conference, July 10-13, Insead, Paris, France.

C14 Sweeney, Jillian C., Geoffrey N. Soutar, Douglas Hausknecht and Lester W.

Johnson(1998), “Cognitive Dissonance: Development of a Multiple Item Scale” Presented at the Australia and New Zealand Marketing Academy Conference, 30 November –2 December, University of Otago, New Zealand.

C15 Sweeney, Jillian C., Geoffrey N Soutar and Lester W. Johnson (1998), “The

Impact of Purchase Involvement on the Quality-Value Relationship” Presented at the Australia and New Zealand Marketing Academy Conference, 30 November –2 December, University of Otago, New Zealand.

C16 Webb, Dave and Jillian C. Sweeney (1998), “Relational Benefits in Service

Industries: A Supplier-Customer Dyad Analysis”. Presented at the 6th International Colloquium in Relationship Marketing, December 7-8, University of Auckland, New Zealand.

C17 Sweeney, Jillian C. and Dave Webb (1999), "Identifying service supplier -

provider benefits: a dyadic exploration”. Presented at the First Australian Services Marketing Workshop, 17-19 February, Monash University, Australia.

C18 Sweeney, Jillian C. and Joffre Swait (1999), “Brand Equity: An Integrated

Framework” Presented at the Australia and New Zealand Marketing Academy Conference, 28 November –1 December, University of New South Wales, Sydney.

C19 Webb, Dave and Jillian C. Sweeney (2000), “Relationship Marketing – Who

Benefits? An Exploratory Study Of Buyer-Seller Dyads”. Presented at the Academy of Marketing Science Conference, Montreal, Canada, May 24-27.

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C20 Sweeney, Jillian C. and Wade Lapp (2000), “Critical Website Encounters: A Service Quality Perspective”. Presented at the Frontiers in Services Conference, Nashville, Tennessee, September 21-23.

C21 Ingram, Deborah and Jillian C. Sweeney (2000), “Cultural differences in student

perceptions of communicating and learning through traditional and web-based tutorials”. Presented at the Communication Skills in University Education (CSUE) Conference, Fremantle (Perth), Western Australia, 28-29 September.

C22 Sweeney, Jillian C and Macy Chew (2000), “Consumer-brand Relationships: An

exploratory study in the services context”. Presented at the Australia and New Zealand Marketing Academy Conference, 29 November –1 December, Griffith University, Gold Coast, Queensland. (runner-up to best paper)

C23 Sweeney, Jillian C and Wade Lapp (2000), “High Quality and Low Quality

Internet Service Encounters”. Presented at the Australia and New Zealand Marketing Academy Conference, 29 November –1 December, Griffith University, Gold Coast, Queensland.

C24 Sweeney, Jillian C. and Cheryl Yeo (2001), “Identification and Reduction of

Cognitive Dissonance in Services”. Presented at SERVSIG, The American Marketing Association, 26-28 May 2001, Macquarie Graduate School of Management, Sydney, New South Wales.

C25 Sweeney, Jillian C. (2001), “Relationship Marketing: Development And

Suitability To Consumer-Brand Relationships?” 9th International Colloquium of Relationship Marketing, September 24-26, John Molson School of Business, Concordia University, Montreal, Canada, session 1, 67-80.

C26 Sweeney, Jillian C. (2001), “Inter-Relationships Between Relationship

Marketing, Branding and Services: Implications” Presented at the Australia and New Zealand Marketing Academy Conference, 3-5 December, Massey University, Auckland, New Zealand.

C27 Sweeney, Jillian C. and Dave Webb (2001), “Development of a Conceptual

Model of Relationship Benefits and Outcomes” Presented at the Australia and New Zealand Marketing Academy Conference, 3-5 December, Massey University, Auckland, New Zealand.

C28 Sweeney, Jillian C. and Joffre Swait (2002), “The Power of Commitment: An

Empirical Study in the Context of Consumer Services” 10th International Colloquium of Relationship Marketing, September 29-October 2, University of Kaiserslautern, Germany, 703-716.

C29 Sweeney, Jillian C. and Diana Cordova (2002), “Relevance of Brand Personality

in High and Low Motivation conditions” Presented at the Australia and New Zealand Marketing Academy Conference, 1-4 December, Deakin University, Melbourne, Australia.

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C30 Sweeney, Jillian C. and Katherine Ho (2003), “An Extension of the Mehrabian-Russell Environmental Psychology Model to an Internet Retail Setting: An Exploratory Study” accepted for presentation (6/3/03) at the European Marketing Academy, Glasgow, Scotland 20-23 May.

C31 Dagger, Tracey and Jillian C. Sweeney (2003), “Exploring the Role of Quality of

Life in the Service Quality, Satisfaction, Behavioural Intent Relationship”. Presented at the World Marketing Congress, Perth, Australia, 11-14 June.

C32 Ouschan, Robyn, Jillian C. Sweeney and Lester W. Johnson (2003), “The

Dimensions of Patient Empowerment: A Chronic Illness Consultations Perspective”. Presented at World Marketing Congress, Perth, Australia, 11-14 June.

C33 Diep, Stephanie and Jillian C. Sweeney (2003), “The Relevance of Product Value

and Store Value to Shopping Trip Value” Presented at the World Marketing Congress, Perth, Australia, 11-14 June.

C34 Dagger, Tracey and Jillian C. Sweeney (2003), “Service Decision-Making: The

Interrelationship of Service Quality, Satisfaction, Quality of Life and Behavioural Intent”. Presented at Australia and New Zealand Marketing Academy Conference, 1-3 December, Adelaide, Australia. (Best Paper award).

C35 Chua, Christina and Jillian C. Sweeney (2003) Customer Participation in Service

Production: Development of a Multidimensional Scale. Presented at Australia and New Zealand Marketing Academy Conference, 1-3 December, Adelaide, Australia. (Best Paper nomination)

C36 Chua, Christina and Jillian C. Sweeney (2004) “Measuring Customer

Participation in Recreational Services: Effects on Customer Perceptions of Value”. Presented at American Marketing Association Conference (Winter AMA 2004) Proceedings, Arizona, U.S.A, 6-9 February, 2004.

C37 Sweeney, Jillian C. and Tanya Mukhopadhyay (2004) “Cognitive Dissonance

after Purchase: A Comparison of Bricks and Mortar and Online Retail Purchase Situations”. Presented at American Marketing Association Conference (Winter AMA 2004) Proceedings, Arizona, U.S.A, 6-9 February, 2004.

C38 Sweeney, Jillian C. and Fernandez, Elayne (2004) “Benefits and Costs of

Consumer Relationships: A Study of Professional Service Providers” Presented at Australia and New Zealand Marketing Academy Conference, 28 Nov – 1 Dec, Wellington, New Zealand.

C39 Dagger, Tracey and Jillian C. Sweeney (2004) “A New Perspective on Service

Quality: A Multi-Dimensional, Hierarchical Scale” Presented at Australia and New Zealand Marketing Academy Conference, 28 Nov – 1 Dec, Wellington, New Zealand.

C40 Ouschan, Robyn, Jillian C. Sweeney and Lester W. Johnson (2005) “Empowering

Patient-Physician Interactions: Impact on Patient Trust”. Presented at the Second

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Australasian Non-Profit and Social Marketing Conference held at Deakin University, 22-23 September. (Winner of Best paper in Social Marketing section).

C41 Sweeney, Jillian C., Geoffrey N. Soutar and Tim Mazzarol (2005) “Positive and

Negative Word-Of-Mouth are not Necessarily Opposites”. Presented at the First International Conference on Word-of-Mouth Marketing. Brand Science Institute, Hamburg, Germany, 6-7 October.

C42 Dagger, Tracey and Jillian C. Sweeney (2005) “Shifts in Service Quality

Attributes over the Customer-Provider Relationship”. Presented at Australia and New Zealand Marketing Academy Conference, 5-7 December, Perth Western Australia, p. 31-38.

C43 Sweeney, Jillian C., Geoffrey N. Soutar and Tim Mazzarol (2005) “The

Differences between Positive and Negative Word-Of-Mouth –Emotion as a Differentiator?” Presented at Australia and New Zealand Marketing Academy Conference, 5-7 December, Perth Western Australia, p331-337.

C44 Sweeney, Jillian C., Geoffrey N. Soutar and Tim Mazzarol (2006) “What is

WOM? Examining the Dimensionality of the Construct”. Presented at the Frontiers in Service Conference, UQ Business School, Robert H. Smith School of Business, University of Maryland and American Marketing Association. Brisbane, Australia. June 29-July 2, 2006.

C45 Mazzarol, Tim, Jillian C. Sweeney and Geoffrey N. Soutar (2006) “Factors

Enhancing the Effect of Word of Mouth on Consumer Outcomes. Presented at the 9th International Research Seminar in Service Management, May 30-June 2, La Londe, France.

C46 Sweeney, Jillian C. and Jia-Yao Esther Bao (2006) “Comparing Factor Analytical

and Circumplex Models of Brand Personality In Brand Positioning”. Presented at Australia and New Zealand Marketing Academy Conference, 4-6 December, Brisbane, Australia.

C47 Soutar, Geoffrey N., Jillian C. Sweeney and Tim Mazzarol (2006) “A Word-of-

Mouth Scale in a Service Context” Presented at Australia and New Zealand Marketing Academy Conference, 4-6 December, Brisbane, Australia.

C48 Soutar, Geoffrey N. and Jillian C. Sweeney (2006) “A Short Form of Sweeney,

Hausknecht and Soutar’s Cognitive Dissonance Scale” Presented at Australia and New Zealand Academy of Management (ANZAM) Conference, 6-9 December Rockhampton, Australia.

C49 Jillian C Sweeney, Claudia Amonini, Geoffrey N. Soutar and Janet McColl-

Kennedy (2007) “What Counts: Practice or Competence? A Study of Professional Service Firms”. Presented at Frontiers in Service Conference, 4-7 October San Francisco.

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C50 Sweeney, Jillian C., Geoffrey N. Soutar and Tim Mazzarol (2007) “The Psychological Motivations of WOM Delivery”. Presented at Australia and New Zealand Marketing Academy Conference, 3-5 December, Dunedin, New Zealand.

C51 Soutar, Geoffrey N., Jillian C. Sweeney, Claudia Amonini and Janet R. McColl-Kennedy (2007) “Strategy Choice’s Impact on the Market Orientation-Performance Relationship in Professional Service Firms”. Presented at Australia and New Zealand Marketing Academy Conference, 3-5 December, Dunedin, New Zealand.

C52 Hogan, Suellen, Janet McColl-Kennedy, Jillian C Sweeney and Geoffrey N.

Soutar (2007) “Innovation within Professional Service Firms: An Exploratory Study”. Presented at Australia and New Zealand Marketing Academy Conference, 3-5 December, Dunedin, New Zealand.

C53 Sweeney, Jillian C., Tracey S. Dagger and Janet R. McColl-Kennedy (2008)

“Customer Co-Creation of Value: An Exploratory Study in the Health Care Context”. Presented at SERVSIG (AMA’s Services Special Interest Group), 5-7 June, Liverpool, UK.

C54 Sweeney, Jillian C., Geoffrey N. Soutar and Tim Mazzarol (2008) “Exploring the

Message Characteristics of Word-of-Mouth: A Study in a Services Context”. Australia and New Zealand Marketing Academy Conference, 1-3 December, Sydney, Australia.

C55 Hogan, Suellen, Janet R. McColl-Kennedy, Jillian C. Sweeney and Geoffrey N.

Soutar (2008). “Beyond the Manufacturing Mindset: Development of the Professional Service Firm Innovation (PSFI) Scale”. Presented at Australia and New Zealand Marketing Academy Conference, 1-3 December, Sydney, Australia.

C56 Sweeney, Jillian C., Geoffrey N. Soutar and Tim Mazzarol (2009). “Word of

Mouth: Development of a Multiple Item scale”. American Marketing Association Conference (Winter AMA 2009) Proceedings, Tampa, Florida, 20-23 February 2009.

C57 McColl-Kennedy, Janet R., Steven L. Vargo, Tracey S. Dagger and Jillian C.

Sweeney (2009) “Customers as Resource Integrators: Styles of Customer Co-creation”. Presented at the Naples Forum on Services: Service-Dominant Logic, Service Science, And Network Theory, Capri, Italy,16-19 June 2009 (Best paper in Service-Dominant Logic track).

C58 Dagger, Tracey, Peter Danaher, Jillian C. Sweeney and Janet R. McColl-Kennedy

(2009) “Selective Halo Effects: A Field Experiment” Frontiers in Service Conference, Hawaii USA October.

C59 Soetarto, Budi, Kenneth Yap and Jillian C. Sweeney (2009) “Electronic Word-of-

Mouth: An Exploration into the Why, What, and How”. Presented at Australia and New Zealand Marketing Academy Conference, 30 November-2 December, Melbourne.

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C60 Soutar, Geoffrey N. Jillian C. Sweeney and Tim Mazzarol (2009) “Word-of-Mouth Senders: A Cluster Analysis”. Presented at Australia and New Zealand Marketing Academy Conference, 30 November-2 December, Melbourne.

C61 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.

C62 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.

C63 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.

C64 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.

C65 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.

C66 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.

C67 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.

C68 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.

C69 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.

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C70 Sweeney, Jillian C. 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.

C71 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.

C72 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.

C73 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.

C74 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.

C75 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.

C76 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.

C77 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.

C78 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.

C79 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.

C80 Ng, Sylvia, Carolin Plewa and Jillian C. Sweeney (2013) “Client Perceptions of

Financial Planner Value Co-creation Styles: Scale Development ” Presented at

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Australia and New Zealand Marketing Academy Conference, 1-3 December, Griffith University.

C81 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.

OTHER PUBLICATIONS

BOOK CHAPTERS AND REVIEWS

Sweeney, Jillian C. (1998), Service Industries Journal. Kurtz and Clow, “Services Marketing” John Wiley and Sons. Sweeney, Jillian C. (2003), “Customer Perceived Value” In Services Marketing: A Managerial Approach. Ed. Janet McColl-Kennedy. John Wiley & Sons Australia. Sweeney, Jillian C., Geoffrey N. Soutar and Tim Mazzarol (2007) “The Differences between Positive and Negative Word-Of-Mouth –Emotion as a Differentiator?” In Viral Marketing: Concepts and Cases. Ed. Swapna Gopalan and Nasreen Taher, the Icfai University Press, Hyderabad, India. 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.

CASE STUDIES

Robinson, Neil and Jillian C. Sweeney (1998), “Steve’s”. In Palmer A. Principles of Services Marketing (Australian edition).

Sweeney, Jillian C. (2003), “Value Measurement in Practice”. In Services Marketing: A Managerial Approach. Ed. Janet McColl-Kennedy. John Wiley & Sons Australia Burtenshaw, Allen and Jillian C. Sweeney (2001, 2004), “Perth Zoo”. In Lovelock C., Patterson P. and Walker R. Services Marketing: An Asia-Pacific Perspective, second and third editions. Sweeney, Jillian C. and Susan Hunt (2007). “Integrating Conservation and Commercialism and The Importance of Internal Marketing: Perth Zoo” In Lovelock C., Patterson P. and Walker R. Services Marketing: An Asia-Pacific Perspective, fourth edition.

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INVITED PRESENTATIONS

IP1 Sweeney, Jillian C. (1996), “Consumer Perceived Value: An Integrated Model”.

Presented at the Royal Statistical Society of Australia (WA), November 19. IP2 Sweeney, Jillian C. (2000), “Marketing Research in Australia and New

Zealand”. Invited panel presentation. Australia and New Zealand Marketing Academy Conference, 28 November –1 December, University of New South Wales, Sydney.

IP3 Sweeney, Jillian C. and Wade Lapp (2000), “Critical Website Encounters: A

Service Quality Perspective”. Presented at the Department of Information Systems, Terry College of Business, University of Georgia, September 25.

IP4 Sweeney, Jillian C. (2000), “Developing a Two-Way Understanding between

Universities and the Market Research Industry”. Presented to the Market Research Society of Western Australia, November 23.

IP5 Sweeney, Jillian C and Deborah Ingram (2001), “A Comparison of Traditional

and Web-based Tutorials in Marketing Education: An Exploratory Study” presented to the Innovative Teaching Forum, Centre for Staff Development, University of Western Australia, August 2.

IP6 Sweeney, Jillian C. (2001), “Consumers’ Relationships with Service Brands – a

Qualitative Study” School of Business, Queens University, Kingston, Ontario, September 28.

IP7 Sweeney, Jillian C. (2001, 2002), “How to Give a Good Lecture”. Presented to

the Foundations of University Teaching and Learning class, Centre for Staff Development, University of Western Australia, February 20, July 17, 2001. February and July 2002.

IP8 Sweeney, Jillian C. (2003), “The Effect of Relationship Benefits on Individual

and Firm Outcomes: Test of an Empirical Model”. Presented to the University of Queensland Business School, 22 August.

IP9 ANZMAC Doctoral Colloquium, 2003 Keynote address: “Examining the Thesis

Making the Amendments” University of South Australia, December 2003. IP10 Sweeney, Jillian C. and Tanya Mukhopadhyay (2004) “Cognitive Dissonance

after Purchase: A Comparison of Bricks and Mortar and Online Retail Purchase Situations”. Presented to the Marketing Department, Texas Christian University, 13 February.

IP11 Sweeney, Jillian C. and Dave Webb (2004) “The Effect of Relationship Benefits

on Employee and Firm Level Commitment”. Cranfield Business School, March 2.

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IP12 Best practice approaches to supervision.2004. Presented at the Organisational and Staff Development Services in Supervising Postgraduate Students Workshop. Sept 30 2004.

IP13 ANZMAC Doctoral Colloquium, 2004 Keynote address: “Setting up a PhD”

Victoria University Wellington, New Zealand, 27 November 2004. IP14 Developing a Teaching Portfolio, 2005. Presented at the Postgraduate Student

Association Careers Week. November 16, 2005. IP15 The Differences between Positive and Negative Word-Of-Mouth –Emotion as a

Differentiator? Presentation to the Australian Market and Social Research Society, March 30, 2006.

IP16 Word of Mouth a Research Discussion. Presentation to Aston Business School,

Aston UK. May 10, 2006. IP17 Managing and Innovating Customer Experience. Keynote Comment. Frontiers

in Service Conference, UQ Business School, Robert H. Smith School of Business, University of Maryland and American Marketing Association. Brisbane, Australia. June 29-July 2, 2006.

IP18 Word of Mouth Research. Presentation to Griffith Business School, Brisbane,

Australia. July 5 2006.

IP19 Customer Value: Issues for Research. Presented at Nanjing University of Finance and Economics, School of Marketing and Logistics 16th November, 2006.

Also presented at the Shanghai University of Finance and Economics, International Business School, 22 November 2006.

IP20 A Research Discussion on Word of Mouth. Presented at Nanjing University of

Finance and Economics, School of Marketing and Logistics 17 November, 2006.

IP21 International Forum on Education and Research in an Emerging Market.

Keynote address: An Australian Perspective on the International Market in Business Education. East China University of Science and Technology, Shanghai, China. 25 November, 2006.

IP22 ANZMAC Doctoral Colloquium “The supervisor student relationship”,

Queensland University of Technology, Brisbane, Australia, 3 December, 2006.

IP23 UQ Business School “Developing a Word-of-Mouth scale” August 24, 2007.

IP24 UQ Business School Services Marketing Scholars Group “Word of Mouth – a Research Agenda” August 23, 2007

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IP25 Journal of Marketing Science Conference, Fudan University, Shanghai, China “Word of Mouth in Consumer Products” October 20, 2007.

IP26 ANZMAC Doctoral Colloquium “Publishing from your PhD”, Otago

University, Dunedin, New Zealand, December 2 2007.

IP27 University of Manchester Business School “Word of Mouth in Consumer Products: Research Agenda and Research Directions” June 4, 2008.

IP28 ANZMAC Doctoral Colloquium “Publishing from your Thesis”, Monash

University, November 29 2009.

IP29 ANZMAC Conference “Is Marketing Academia Losing its Way?” Panel Discussion. Monash University, November 30- December 2 2009.

IP30 “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 (14 April

2010) • Zhejiang University, School of Management, Hangzhou (27 April, 2010) • PSB Academy, Singapore (29 April 2010)

IP31 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.

IP32 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.

IP 33 ANZMAC Doctoral Colloquium “The PhD – The Early Stages” Canterbury

University, November 27-28, 2010. IP 34 ANZMAC Doctoral Colloquium “Publishing from Your PhD” Edith Cowan

University, Perth, Australia, November 26-27, 2011. IP 35 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.

IP36 University of Adelaide Business School ““Using Online Communities to

Reduce Energy Consumption: A Field Experiment” October 3, 2012.

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IP37 ANZMAC Doctoral Colloquium “Publishing from Your PhD and Developing a Pipeline” Griffith University, Brisbane, Australia, December 1-3, 2014.

RECENT PROFESSIONAL/RESEARCH PANELS 1. Professional Business Forum, Aston Business School, Aston UK. May 18, 2006. 2. Managing and Innovating Customer Experience. Keynote Comment. Frontiers in

Service Conference, UQ Business School, Robert H. Smith School of Business, University of Maryland and American Marketing Association. Brisbane, Australia. June 29-July 2, 2006.

3. Special session of EMAC/ANZMAC "Service and Strategy: Empirical Evidence

and the SD logic" ANZMAC conference, Queensland University of Technology, Brisbane, Australia, December 6 2006.

4. Special session ANZMAC. “Word of Mouth: All Talk?” Panel with Professor

Robert East and Dr Nichola Robertson, Otago University, Dunedin, New Zealand, December 2007.

5. Special session ANZMAC “Research in China”. Session Chair, hosting Chinese

researchers from Peking University. Otago University, Dunedin, New Zealand, December 2007.

6. Special Session at ANZMAC “"Is Marketing Academia Losing its Way?" Panel with Professor, Monash University, Melbourne, Australia, November 2009.

7. 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, Auckland, New Zealand, March 11-12, 2011

SUMMARY In addition of particular note are:

• Runner up to best paper at ANZMAC 1996 (publication J5) • Runner up to best paper at ANZMAC 2001 (publications C22) • Best paper ANZMAC 2003 (publication C34) • Best paper in Social Marketing stream - Australasian Non-Profit and Social

Marketing Conference 2005 (Publication C40). • E. Yetton Award for Best paper in Australian Journal of Management, 2003. • Emerald LiteratiNetwork 2008 Outstanding Paper Award, Journal of Business and

Industrial Marketing. • Emerald LiteratiNetwork 2009 Highly Commended Paper Award, European Journal

of Marketing.

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BRIEF SUMMARY OF COMMUNITY AFFAIRS

External • Co-chair ANZMAC 2005 Conference • ANZMAC Executive, 2001-7 • Chair ANZMAC Marketing Educator of the Year, 2003-7. • Chair of the Australian Market and Social Research Society (WA) 2002-2004 • Member of the National Council of the AMSRS 2002-2004 • Chair of the Higher Education Committee, AMSRS 2002-2005. • Editorial Board – Australasian Marketing Journal, Journal of Service Management,

Journal of Service Research • Consultancy work – e.g. Freehills solicitors, TNS Perth. • ARC Assessor. • Review panels – UWA Student Services (Chair) 2008, University of Otago Marketing

Department 2010, Monash Master of Marketing Program, 2011, Griffith University Marketing Department 2014.

University, Faculty and School • Associate Dean Research and Research Training, UWA Business School 2008-10 • Centenary Planning Committee, External Relations 2006-7. • Faculty/School Research Committee 2000-2002, 2005- 2007, 2012-14. Chair 2008-10. • University Research Committee, observer 2003-4, member 2008-10. • Patron of the Centenary Trust for Women 2005+ • Mentor in Leadership Development for Women program 2001-14. • Program co-ordinator – Honours in Marketing 2000-2002, 2012-2013. • Academic Board 1998-2000 • Economics and Commerce - Faculty Board 1998-2000, 2003-5, 2007. • Higher Degree by Research Committee 2008+. • Board of Postgraduate Studies 2015+. • Education Committee 2015+. Examples of 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.

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