Research/Scholarly/Creative Works

Journal Articles

• Boenigk S., Fisk R., Kabadayi S., Alkire L., Cheung L., Corus C., Finsterwalder J., Kreimer A., Luca N. and Omeira M. (2021) Rethinking Service Systems and Public Policy: A Transformative Refugee Service Experience Framework. Journal of Public Policy and Marketing 40(2): 165-183. http://dx.doi.org/10.1177/0743915620962815.

• Chen T., Dodds S., Finsterwalder J., Witell L., Cheung L., Falter M., Garry T., Snyder H. and McColl-Kennedy JR. (2021) Dynamics of Wellbeing Co-Creation: A Psychological Ownership Perspective. Journal of Service Management 32(3): 383-406. http://dx.doi.org/10.1108/JOSM-09-2019-0297.

• Finsterwalder J. (2021) Social Distancing and Wellbeing: Conceptualizing Actor Distance and Actor Safe Zone in a Pandemic Context. Service Industries Journal 41(1-2): 9-31. http://dx.doi.org/10.1080/02642069.2020.1841753.

• Finsterwalder J., Kabadayi S., Fisk RP. and Boenigk S. (2021) Creating hospitable service systems for refugees during a pandemic: leveraging resources for service inclusion. Journal of Service Theory and Practice 31(2): 247-263. http://dx.doi.org/10.1108/JSTP-07-2020-0175.

• Taheri B., Pourfakhimi S., Prayag G., Gannon MJ. and Finsterwalder J. (2021) Towards co-created food wellbeing: Culinary consumption, braggart word-of-mouth, and the role of participative co-design, service provider support, and C2C interactions. European Journal of Marketing http://dx.doi.org/10.1108/EJM-02-2020-0145.

• Finsterwalder J. and Kuppelwieser V. (2020) Intentionality and transformative services: Wellbeing co-creation and spill-over effects. Journal of Retailing and Consumer Services 52 101922: 1-10. http://dx.doi.org/10.1016/j.jretconser.2019.101922.

• Finsterwalder J. and Kuppelwieser VG. (2020) Equilibrating Resources and Challenges during Crises: A Framework for Service Ecosystem Wellbeing. Journal of Service Management 31(6): 1107-1129. http://dx.doi.org/10.1108/JOSM-06-2020-0201.

• Finsterwalder J. (2018) A 360-degree view of actor engagement in service co-creation. Journal of Retailing and Consumer Services 40: 276-278. http://dx.doi.org/10.1016/j.jretconser.2016.08.005.

• Love T., Finsterwalder J. and Tombs A. (2018) Māori knowledge and consumer tribes. MAI Journal - A New Zealand Journal of Indigenous Scholarship, Special Issue on Whai Rawa: Research for Māori Economies 7(1): 44-50. http://dx.doi.org/10.20507/MAIJournal.2018.7.1.4.

• Pöppel J., Finsterwalder J. and Laycock RA. (2018) Developing a film-based service experience blueprinting technique. Journal of Business Research 85: 459-466. http://dx.doi.org/10.1016/j.jbusres.2017.10.024.

• Finsterwalder J. (2017) Refugee influx: Repercussions and research agenda for service scholars. Journal of Retailing and Consumer Services 37: 177-181. http://dx.doi.org/10.1016/j.jretconser.2016.11.001.

• Finsterwalder J., Foote J., Nicholas G., Taylor A., Hepi M., Baker V. and Dayal N. (2017) Conceptual Underpinnings for Transformative Research in a Service Ecosystems Context to Resolve Social Issues – Framework Foundations and Extensions. The Service Industries Journal 37(11-12): 766-782. http://dx.doi.org/10.1080/02642069.2017.1351550.

• Finsterwalder J., Yee T. and Tombs AG. (2017) Would you forgive Kristen Stewart or Tiger Woods or maybe Lance Armstrong? Exploring consumers' forgiveness of celebrities' transgressions. Journal of Marketing Management 33(13-14): 1204-1229. http://dx.doi.org/10.1080/0267257X.2017.1382553.

• Hepi M., Foote J., Finsterwalder J., o-Hinerangi M., Carswell S. and Baker V. (2017) An integrative transformative service framework to improve engagement in a social service ecosystem: The case of He Waka Tapu. Journal of Services Marketing 31(4/5): 423-437. http://dx.doi.org/10.1108/JSM-06-2016-0222.

• Chan M., Kemp S. and Finsterwalder J. (2016) The concept of near money in loyalty programmes. Journal of Retailing and Consumer Services 31: 246-255. http://dx.doi.org/10.1016/j.jretconser.2016.04.008.

• Kuppelwieser VG. and Finsterwalder J. (2016) Transformative Service Research and Service-Dominant Logic: Quo Vaditis? Journal of Retailing and Consumer Services 28(1): 91-98. http://dx.doi.org/10.1016/j.jretconser.2015.08.011.

• Foote J., Finsterwalder J., Frost A., Nicholas G., Baker V., Carswell S., Hepi M., O'Hinerangi M., Taueetia-Su'a T. and Taylor A. (2015) Improving Engagement with Social Services: A Service Ecosystems Approach. Te Awatea Review 12(1): 21-23.

• Hall CM., Finsterwalder J. and Ram Y. (2015) Shaping, experiencing and escaping the tourist city. LA+ Interdisciplinary Journal of Landscape Architecture 2(Fall): 84-89.

• Tuzovic S., Simpson MC., Kuppelwieser VG. and Finsterwalder J. (2014) From 'Free' to Fee: Acceptability of Airline Ancillary Fees and the Effects on Customer Behavior. Journal of Retailing and Consumer Services 21(2): 98-107. http://dx.doi.org/10.1016/j.jretconser.2013.09.007.

• Finsterwalder J. and Laesser C. (2013) Segmenting outbound tourists based on their activities: toward experiential consumption spheres in tourism services? Tourism Review 68(3): 21-43. http://dx.doi.org/10.1108/TR-05-2013-0023.

• Finsterwalder J., Kuppelwieser VG. and de Villiers M. (2012) The effects of film trailers on shaping consumer expectations in the entertainment industry: A qualitative analysis. Journal of Retailing and Consumer Services 19(6): 589-595. http://dx.doi.org/10.1016/j.jretconser.2012.07.004.

• Finsterwalder J. and Kuppelwieser VG. (2011) Co-creation by engaging beyond oneself: the influence of task contribution on perceived customer-to-customer social interaction during a group service encounter. Journal of Strategic Marketing 19(7): 607-618. http://dx.doi.org/10.1080/0965254X.2011.599494.

• Kuppelwieser VG. and Finsterwalder J. (2011) Psychological safety, contributions and service satisfaction of customers in group service experiences. Managing Service Quality 21(6): 617-635. http://dx.doi.org/10.1108/09604521111185619.

• Finsterwalder J. (2010) On Shaky Grounds? - Customer Needs and Service Provision after a Major Disaster in the Light of Maslow's Hierarchies. New Zealand Journal of Applied Business Research 8(2): 1-28.

• Finsterwalder J. and Tuzovic S. (2010) Quality in Group Service Encounters: A Theoretical Exploration of the Concept of a Simultaneous Multi-Customer Co-Creation Process. Managing Service Quality: An International Journal 20(2): 109-122. http://dx.doi.org/10.1108/09604521011027552.

• Finsterwalder J., O'Steen B. and Tuzovic S. (2010) Service-Learning Through Multiple Client-Sponsored Live Cases in an MBA Marketing Course. New Zealand Journal of Adult Learning Aotearoa New Zealand 38(2): 55-72.

• Finsterwalder J., Irion T. and Holm S. (2005) Das Student Alumni Mentorship Program 'SAMP': Mentoring an der Wirtschaftswissenschaftlichen Fakultät der Katholischen Universität Eichstätt-Ingolstadt (The Student Alumni Mentorship Program 'SAMP': Mentoring at the Catholic University of Eichstaett-Ingolstadt). Wirtschaftswissenschaftliches Studium (WiSt) 34(9): 533-537.

• Finsterwalder J., Reinecke S., Stadelmann M. and Wolter S. (2002) Ergebnisse einer CRM-Benchmarking-Studie bei Schweizer Dienstleistern (Results of a CRM Survey in Swiss Services Industry). PSU Index : 82-86.

• Finsterwalder J., Reinecke S. and Stadelmann M. (2001) Wie gut ist das Kundenmanagement der Schweizer Dienstleister? (How good is customer management in Swiss services industry?). Customer Relationship Management in Switzerland - Marketing Trends 2001, Special Edition : 52-53.

• Finsterwalder J., Reinecke S., Stadelmann M. and Wolter S. (2001) CRM bei Schweizer Dienstleistern (CRM in Swiss Services Industry). Marketing & Communication 29(5): 10-13.

• Finsterwalder J., Reinecke S., Stadelmann M. and Wolter S. (2001) Customer Relationship Management (CRM) bei Dienstleistern - Ergebnisse einer Schweizer Benchmarking-Studie (Customer Relationship Management (CRM) in Services Industry - Results of a Swiss Survey). io Management 70(6): 54-60.

• Wolter S., Stadelmann M., Finsterwalder J. and Reinecke S. (2001) CRM bei Schweizer Dienstleistern (CRM in Swiss Services Industry). eCompany 2(4): 22-24.

• Belz C. and Finsterwalder J. (2000) Das Partnerschaftskonzept: Innovative Lehrmethoden im Marketing an der Universität St. Gallen (The Partnership Program: An Innovative Approach to Teaching Marketing at the University of St. Gallen). Wirtschaftswissenschaftliches Studium (WiSt) 29(6): 351-356.

Edited Volumes

• Finsterwalder J; Plewa C (Ed.) (2021) Services Marketing and the Winds of Change. Journal of Service Theory and Practice (in progress)Emerald.

• Finsterwalder J; Tombs A (Ed.) (2021) Virtual Special Section on Psychological Ownership in a Service Context. Journal of Service Management 32(3); 32(4)Emerald.

• Kuppelwieser VG; Finsterwalder J (Ed.) (2020) Special Section on The Coronavirus Crisis and Beyond: Implications for Service Research and Practice. Journal of Service Management (31 (6); 32 (1); 32 (2))Bingley, United Kingdom: Emerald Publishing Limited.

• Tuzovic S. and Finsterwalder J. (2020) Services Marketing for Impact. Journal of Service Theory and Practice 30(3)395-399. http://dx.doi.org/10.1108/JSTP-05-2020-312.

• Finsterwalder J. and Tombs A. (2018) Services Marketing and Customer Experience in a Post-disciplinary Era. Journal of Service Theory and Practice 28(4)406-409. http://dx.doi.org/10.1108/JSTP-07-2018-306.

• Finsterwalder J; Tombs AG (Ed.) (2018) Journal of Service Theory and Practice, 28(4). Special issue: Services marketing and customer experience in a post-disciplinary era. Bingley: Emerald.

• Finsterwalder J. and Garry T. (2011) "Doing more with less": service imperatives of the twenty-first century. Managing Service Quality 21(6)576-582.

• Finsterwalder J. and Garry T. (2011) Managing Service Quality - An International Journal, 21(6). Special Issue: 'Doing more with less', with selected services marketing papers from the ANZMAC 2010 conference. Bradford: Emerald Publishing Group Ltd. 105pp.

• Finsterwalder J. and Garry T. (2011) Special issue on "doing more with less" with selected services marketing papers from the ANZMAC 2010 conference. MANAGING SERVICE QUALITY 21(6)EMERALD GROUP PUBLISHING LIMITED. 576-582.

• Ballantine P. and Finsterwalder J. (2010) ANZMAC 2010 Programme & Book of Abstracts. Christchurch: Department of Management, College of Business and Economics, University of Canterbury.

• Ballantine P. and Finsterwalder J. (2010) Proceedings of the Australian and New Zealand Marketing Academy (ANZMAC) Conference 2010: 'Doing More with Less'. Christchurch: Department of Management, College of Business and Economics, University of Canterbury.

Authored Books

• Finsterwalder J. (2002) Transformation von Kundenbeziehungen: Ansätze für das Mengenkundengeschäft von Dienstleistungsunternehmen (Transformation of Customer Relationships: Approaches for Retail Customers of Service Providers). Bamberg: Difo-Druck GmbH. 237pp.

• Stadelmann M., Finsterwalder J., Reinecke S., Wolter S., Starkey M. and Woodcock N. (2001) Customer Relationship Management (CRM) in der Schweiz: Wie gut ist das Kundenmanagement der Schweizer Dienstleister? (Customer Relationship Management (CRM) in Switzerland - How Good Are Swiss Service Companies in Managing their Customers?). Zürich: Verlag: Mummert + Partner, Institut für Marketing und Handel. 60pp.

Chapters

• Prayag G., Spector S. and Finsterwalder J. (2020) Customer Experience in Tourism: An Overview. In Dixit S (Ed.), Handbook of Tourism Experience Management and Marketing: 67-76. Milton Park, Abingdon, Oxford, UK: Routledge. http://dx.doi.org/10.4324/9780429203916.

• Prayag G., Finsterwalder J. and Hall CM. (2017) Service Experience in the Tourism and Hospitality Industry: Conceptualization and Measurement. In Dixit S (Ed.), The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism: 152-162. Abingdon: Routledge. http://dx.doi.org/10.4324/9781315659657.

• (2016) Business and Post-disaster Management. Routledge. http://dx.doi.org/10.4324/9781315640211.

• Antara A., Finsterwalder J. and Shone MC. (2016) Survival strategies of cultural service providers in a post-earthquake context. In Hall CM; Malinen S; Vosslamber R; Wordsworth R (Ed.), Business and Post-disaster Management: Business, organisational and consumer resilience and the Christchurch earthquakes: 65-78. Abingdon: Routledge. http://dx.doi.org/10.4324/9781315640211.

• Finsterwalder J. and Grey H. (2016) Customer Relationships and Experiences during Times of Disaster: A Case Study of Ballantynes. In Hall CM; Malinen S; Vosslamber R; Wordsworth R (Ed.), Business and Post-disaster Management: Business, organisational and consumer resilience and the Christchurch earthquakes: 132-154. Abingdon: Routledge. http://dx.doi.org/10.4324/9781315640211.

• Finsterwalder J. and Hall CM. (2016) Disasters, urban regeneration and the temporality of servicescapes. In Hall CM; Malinen S; Vosslamber R; Wordsworth R (Ed.), Business and Post-disaster Management: Business, organisational and consumer resilience and the Christchurch earthquakes: 230-248. Abingdon: Routledge. http://dx.doi.org/10.4324/9781315640211.

• Vosslamber R. (2016) Disasters, insurance and accounting. Business and Post-disaster Management: Business, Organisational and Consumer Resilience and the Christchurch Earthquakes: 219-229. http://dx.doi.org/10.4324/9781315640211.

• Finsterwalder J. (2012) Beendigung von Kundenbeziehungen durch den Anbieter [Termination of Customer Relationships through the Provider]. In Albers S; Haßmann V; Tomczak T (Ed.), Digitale Fachbibliothek Vertrieb (3rd ed.): 1-25. Wiesbaden: Symposion.

• Finsterwalder J. (2012) Management nicht-profitabler Dienstleistungsbeziehungen [Management of Non Profitable Service Relationships]. In Albers S; Haßmann V; Tomczak T (Ed.), Digitale Fachbibliothek Vertrieb (3rd ed.): 1-28. Wiesbaden: Symposion.

• Finsterwalder J. and Kuppelwieser VG. (2011) Challenges in fieldwork: Researching group service experiences at a white water rafting provider in New Zealand. In Hall CM (Ed.), Fieldwork in Tourism: Methods, Issues and Reflections: 240-248. Abingdon: Routledge.

• Finsterwalder J. and Kuppelwieser VG. (2011) Productivity in Customer Groups during a Service Experience. In Bruhn M; Hadwich K (Ed.), Dienstleistungsproduktivität: Band 1: Management, Prozessgestaltung, Kundenperspektive. Forum Dienstleistungsmanagement (Productivity in Services. Forum Service Management) (10th ed.): 415-432. Wiesbaden: Gabler.

• Finsterwalder J. (2008) Management of Non Profitable Service Relationships. In Albers S; Haßmann V; Tomczak T (Ed.), Sales and Distribution (2nd ed.): 1-30. Wiesbaden: Symposion.

• Finsterwalder J. (2008) Termination of Customer Relationships through the Provider. In Albers S; Haßmann V; Tomczak T (Ed.), Sales and Distribution (2nd ed.): 1-25. Wiesbaden: Symposion.

• Finsterwalder J., Köhler S. and Reinecke S. (2008) Customer Relationship Management für Dienstleister: Herausforderungen - Grundlagen - Ansätze (Customer Relationship Management for Service Providers: Challenges - Foundations - Approaches). In Fueglistaller U (Ed.), Dienstleistungskompetenz: strategische Differenzierung durch konsequente Kundenorientierung (Strategic Differentiation through Consistent Customer Orientation): 292-313. Zurich: Versus.

• Finsterwalder J. and Schotte T. (2005) CRM bei der AUDI AG: Das Projekt Aktives Kundenmanagement (CRM at AUDI AG. The project Active Customer Management). In Wilde KD; Hippner H; Englbrecht A (Ed.), CRM 2005 - Customer Relationship Management: So binden Sie Ihre Kunden: 55-60. Düsseldorf: Absatzwirtschaft.

• Finsterwalder J. (2004) Beendigung von Kundenbeziehungen durch den Anbieter (Terminating Customer Relationships). In SYMPOSION (Ed.), Kundenorientierung. Strategie und Umsetzung. Fachbeiträge - interaktive Arbeitshilfen - Fallstudien: 1-25. Düsseldorf: SYMPOSION.

• Finsterwalder J., Lutz A. and Packenius D. (2004) Kampagnenmanagement bei der AUDI AG - das CRM-Pilotprojekt zur A8 Einführung in Italien (Campaign Management at AUDI AG - A CRM Pilot Project for the AUDI A8 Launch in Italy). In Hippner H; Wilde KD (Ed.), Management von CRM-Projekten. Handlungsempfehlungen und Branchenkonzepte (1st ed.): 371-385. Wiesbaden: Gabler.

• Finsterwalder J. and Reinecke S. (2003) CRM = M2?: Ist Customer Relationship Management «besseres» Marketing? (CRM = M2?: Is Customer Relationship “better” Marketing?). In Stadelmann M; Wolter S; Reinecke S; Tomczak T (Ed.), Customer Relationship Management: 12 CRM-Best Practice-Fallstudien zu Prozessen, Organisation, Mitarbeiterführung und Technologie: 29-43. Zürich: Verlag Industrielle Organisation.

• Finsterwalder J., Reinecke S., Tomczak T. and Stadelmann M. (2003) Erschließen und Ausschöpfen von Kundenpotenzialen durch Customer Relationship Management (CRM) -Managementkonzept und Ergebnisse einer Studie bei Schweizer Dienstleistern [Acquisition and Retention of Customers through Customer Relationship Management (CRM) - Management Concept and Results of a Survey in Swiss Services Industry]. In Payne A; Rapp R (Ed.), Handbuch Relationship Marketing. Konzeption und erfolgreiche Umsetzung (2nd ed.): 361-383. München: Vahlen.

• Finsterwalder J. and Tomczak T. (2001) EQ und DLQ: Emotionale Intelligenz und Dienstleistungsqualität im Kundenkontakt (Emotional Intelligence and Service Quality in Customer Encounters). In Bruhn M; Stauss B (Ed.), Dienstleistungsmanagement Jahrbuch 2001: Interaktionen im Dienstleistungsbereich (2nd ed.): 375-403. Wiesbaden: Gabler.

• Finsterwalder J., Reinecke S., Stadelmann M. and Wolter S. (2001) CRM bei Schweizer Dienstleistern (CRM in Swiss Services Industry). In Köhler R (Ed.), Jahrbuch Marketing Kommunikation: 116-119. St. Gallen: Künzler-Bachmann.

• Rudolph T., Finsterwalder J. and Busch S. (2001) Dienstleister Internet: Empirische Ergebnisse des Internetnutzungsverhaltens in der Schweiz (Service Provider Internet - Empirical Results of Internet Usage in Switzerland). In Trommsdorff V (Ed.), Handelsforschung 2000/2001, Jahrbuch der Forschungsstelle für den Handel Berlin (FfH): 325-343. Wiesbaden: Gabler.

• Finsterwalder J. (2000) Die Beendigung von Kundenbeziehungen durch den Anbieter (Companies Terminating Customer Relationships). In Albers S; Hassmann V; Somm F; Tomczak T (Ed.), Verkauf: Kundenmanagement, Vertriebssteuerung, E-Commerce: 1-22. Wiesbaden: Gabler.

• Tomczak T., Reinecke S. and Finsterwalder J. (2000) Kundenausgrenzung: Umgang mit unerwünschten Dienstleistungskunden (Firing Customers: Dealing with unwanted Service Customers). In Bruhn M; Stauss B (Ed.), Dienstleistungsmanagement Jahrbuch 2000: Kundenbeziehungen im Dienstleistungsbereich: 399-421. Wiesbaden: Gabler.

Conference Contributions - Published

• Chen T., Dodds S., Finsterwalder J., Witell L., Falter M., Garry T., Cheung L., Snyder H. and McColl-Kennedy JR. (2019) Mine, yours or ours: Psychological ownership in the co-creation of wellbeing in healthcare. In Proceedings of QUIS 16, The 16th International Research Symposium on Advancing Service Research and PracticeKarlstad: CTF.

• Chen T., Dodds S., Finsterwalder J., Witell L., Falter M., Garry T., Cheung L., Snyder H. and McColl-Kennedy JR. (2019) Psychological Ownership and Co-created Wellbeing. In Gummesson E; Mele C; Polese F (Eds). Proceedings of Naples Forum in Service: 29-29. Youcanprint.

• Subramanian I. and Finsterwalder J. (2019) Exploring the Transformative Service Research Framework in a Refugee Context. In Proceedings of QUIS 16, The 16th International Research Symposium on Advancing Service Research and PracticeKarlstad: CTF.

• Subramanian I. and Finsterwalder J. (2019) Service research on refugees: A systematic literature review. In Richard JE; Kadirov D (Eds). Proceedings of Australian and New Zealand Marketing Academy (ANZMAC) Conference: Winds of Change: 1164-1167.

• Kleinaltenkamp M., Finsterwalder J. and Danatzis I. (2018) The Socio-material Context of Value Cocreation. In Proceedings of Australian and New Zealand Marketing Academy (ANZMAC) Conference: 641-641. Adelaide: University of Adelaide.

• Finsterwalder J. (2016) Putting Service Ecosystems and Institutions to the Test - Exploring the Impact of Refugee Influx on Service Ecosystems, Institutional Logics and Governance. In Proceedings of 5th Forum on Markets and Marketing University of Warwick.

Conference Contributions - Other

• Finsterwalder J. (2019) Meet the Journal of Service Management Research, Meet the Editors Session. Wellington, New Zealand: Australian and New Zealand Marketing Academy (ANZMAC) Conference, 2-5 Dec 2018.

• Finsterwalder J. (2019) Refugee Crisis and the Role of Transformative Services, Discussant at the Transformative Consumer Research (TCR) Conference. Tallahassee, USA: Transformative Consumer Research (TCR) Conference, 19 May 2019-21 May 2021.

Oral Presentations

• Finsterwalder J. (2021) Select Aspects of Conceptualising the Pathway to Wellbeing. University of Canterbury, Christchurch, New Zealand: Social Impact Cluster, 31 May 2021.

Other

• Finsterwalder J. (2021) Five things businesses in the service sector need to know. [stuff.co.nz].

• Finsterwalder J. (2020) From quarantine facility to holiday destination: Will hotel reputations suffer from Covid-19 association? [stuff.co.nz].

• Finsterwalder J. (2020) NZ supermarkets - the illusion of choice when there are just two big players. [stuff.co.nz].

Student Supervision

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• PhD - Blasi A: Subjective Wellbeing and Engagement of Healthcare Professionals in Public Hospitals in New Zealand (2019)
Current
• PhD - Chan M: The perceived value of “faux” money
• PhD - Mir Vahedi S: Serendipity, Effectuation, and Fast Growth Entrepreneurial Firms (2014)
• PhD - Subramanian I: Co-creating refugee-to-refugee wellbeing
• Masters - Dayal N: Psychological Ownership in Brand Communities
• Masters - Wright E: Consumer-to-Consumer Online Sharing of Co-creative Advertising Campaigns (2015)
• Masters - Edge B: Winning and Implementing Services Contracts for Construction Projects at Trimble (2016)
• Masters - Pawar M: Understanding the consumer purchasing journey at Kiwicare (2015)
• Masters - Taylor C: Understanding the consumer purchasing journey at Kiwicare (2015)
• Masters - Thalmann T: Improving Complaint Processes at SBB Cargo AG (2014)
• Summer Student - Amore A: Resilience and Agility following Environmental Jolts in Service Ecosystems (2015)
• Summer Student - Dayal N: Consumption Communities and Tribal Connections (2015)
• Summer Student - Dayal N: Engagement in Social Service Interactions (2015)
• Summer Student - Laycock R: Developing a Film-based Blueprinting Technique (2016)
• Summer Student - Laycock R: Putting Service Ecosystems and Institutions to the Test – Exploring the Impact of Refugee Influx on Service Ecosystems, Institutional Logics and Governance
• Summer Student - McMillan J: Transformative Service Research (2014)
• Summer Student - Wright E: Measuring the three “layers” of a service customer in joint co-creation experiences (2014)
Completed
• Masters - Dayal N: Psychological Ownership in Online Brand Communities – Investigating the Volkswagen Dieselgate Affair (2016)
• Masters - Grimwood S: Exploring the Effect of Cross-Media Advertising on Audience Attitude (2010)
• Masters - Alipour M: Marketing Research into the Strategic Development of a Multi-Service Solution for Consumers via a Mobile Messenger-Based Chatbot (2016)
• Masters - Bell-Booth A: A Social Media Marketing Strategy for Pegasus Bay Winery (2010)
• Masters - Bird L: Marketing Plan for Birds Plant & Equipment Trust Restaurant Venture (2018)
• Masters - Bücheler R: Delivering Service Quality in an Aircraft Maintenance Organisation (2011)
• Masters - Button J: A Marketing Proposal to Commercialise HIT Lab New Zealand’s Mobile Augmented Reality Software (2011)
• Masters - Chan E: Growing a Service Business in Times of Economic Downturn – The Case of Sun Tai Trading Ltd (2009)
• Masters - Diethelm S: The Customer Requirements Lifecycle as a Concept for Sustainable Customer Retention at Zürcher Kantonalbank (2010)
• Masters - Düggelin P: Development of a Model and Measurement of Service Quality in a Car Dealership: The Case of BMW Switzerland (2011)
• Masters - Duncan B: Identifying Consumer Needs to Create a Market Offering (2008)
• Masters - Hampton M: Marketing Plan for Momo Said (2018)
• Masters - Johnson J: A Marketing Strategy to Introduce Voovees Director Software for Thinking Cactus Ltd (2010)
• Masters - Kelly C: A Services and Relationship Marketing Strategy for City Care Ltd (2008)
• Masters - Mathur A: Marketing Research for Onside (2017)
• Masters - Osselton J: A Marketing Strategy for Karamea Tourist Destination to Acquire and Retain National Customers (2008)
• Masters - Peti A: A Marketing Plan for Ngai Tahu Seafood Ltd (2008)
• Masters - Pöppel J: Staff Production: How Employee-made Films can Improve Service Quality at Swiss International Airlines’ Irregularity Handling Unit (2013)
• Masters - Robert J: Developing and Marketing Product Innovations at Talbot Technologies (2016)
• Masters - Russell K: Westland Milk Nutritional Products Marketing Strategy (2012)
• Masters - Sullivan J: Acquiring and Retaining Clients at Hamilton Hindin Greene Ltd (2017)
• Honours - Abanti A: How are cultural tourism service providers surviving in the post-earthquake context? (2013)
• Honours - DeVilliers M: The Effects of Film Trailers on Shaping Service Consumer Expectations in Entertainment Industry (2009)
• Honours - Hamilton M: What makes men go to the game: Differences throughout the human life cycle (2012)
• Honours - Schoeman J: Value Co-creation in SME Service Business Networks (2009)
• Honours - Whyte M: Technology start-up growth: How does incubator mediation affect the road to disruptive success? (2012)
• Honours - Yee T: Forgiveness: How celebrity endorsers repair their image with consumers (2012)

Editorial Work

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• Managing Service Quality Editorial Board Member ( 2012 - 2021)

Review and Refereeing

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• AMA ServSIG ( 2017 )
• Academy of Marketing Science (AMS) Review ( 2010 )
• AMA Winter Marketing Educators Conference ( 2010 )
• Australian and New Zealand Marketing Academy ( 2010 )
• Computers in Human Behavior ( 2017 - 2021)
• Current Issues in Tourism Journal ( 2008 )
• European Journal of Marketing ( 2018 - 2021)
• Industrial Marketing Management ( 2017 - 2021)
• Information Resources Management Association International Conference ( 2006 )
• Journal of Brand Management ( 2015 - 2021)
• Journal of Business Research ( 2015 - 2021)
• Journal of Macromarketing ( 2018 - 2021)
• Journal of Research for Consumers ( 2015 - 2021)
• Journal of Retailing and Consumer Services ( 2016 - 2021)
• Journal of Service Management ( 2015 - 2021)
• Journal of Service Management Research ( 2018 - 2021)
• Journal of Service Research ( 2011 )
• Journal of Services Marketing ( 2009 )
• Journal of Strategic Marketing ( 2010 )
• Managing Service Quality ( 2011 - 2021)
• Marketing Review St Gallen ( 2010 )
• Marketing Theory ( 2015 - 2021)
• The Service Industries Journal ( 2015 - 2021)

Research Groups