Faculty of Business and Law

Name: Position: School/Unit: Telephone: Room: E-mail:

Alison Dean Associate Professor  BusMgt +61-2-492 17393 SRS116 (Callaghan) Alison.Dean@newcastle.edu.au

Qualifications: BSc(Hons), DipEd, GrDipBus(Mgt), MBus, PhD

Recent Publications:

A Dean & A Rainnie (2005) "Symbolic Analysts in the New Economy: Call Centres in Less Favoured Regions" in A Rainnie & M Grobbelaar (Eds) The New Regionalism in Australia, Palgrave Press, Sydney, pp. 103-122.

A Dean (2004) "Links between organizational and customer variables in service delivery: Evidence, contradictions and challenges", The International Journal of Service Industry Management, Vol. 15, No. 4, pp. 332-350.

A Dean (2004) "Rethinking customer expectations of service quality: Are call centres different?", Journal of Services Marketing, Vol. 18, No. 1, pp. 60-77.
A Dean (2002) "Service quality in call centres: Implications for customer loyalty", Managing Service Quality,Vol. 12, No. 6, pp. 414-423.

A Dean, D Morgan and T Tan (2002) "Service quality and customers' willingness to pay more for travel services", Journal of Travel and Tourism Marketing, Vol. 12, Nos. 2/3, pp. 95-110.

A Dean and C Kiu (2002) "Performance monitoring and quality outcomes in contracted services", International Journal of Quality and Reliability Management, Vol. 19, No. 3, pp. 396-413.

Y Yu and A Dean (2001) "The contribution of emotional satisfaction to consumer loyalty", The International Journal of Service Industry Management, Vol. 12, No. 3, pp. 234-250.

A Dean and M Terziovski (2001) "Quality practices and customer/supplier management in Australian service organisations", Total Quality Management, Vol. 12, No. 5, pp. 611-621.

A Dean and L Webster (2000) "Simulations in distance education: Progress towards an evaluation instrument", Distance Education: An International Journal, Vol. 21, No. 2., pp. 344-360.

A Dean (2000) "Managing Change Initiatives: JIT Delivers but BPR Fails", Knowledge and Process Management, Vol. 7, No. 1, pp. 11-19.