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Professor Alison Dean

Deputy Head of Faculty

Office PVC - Business and Law (Marketing)

Career Summary

Biography

Research Expertise
Alison Dean has two major areas of research interest. The first is service marketing and management, which includes customer loyalty, consumer participation in service delivery, co-created value, and service quality. Alison is particularly interested in the connections between elements of marketing theory and how each element contributes to effective practice. She is currently engaged in a study about consumer participation and responses in different industries. Alison's second area of research interest is pedagogy in business courses, with special emphasis on graduate attributes, and assessment. She was the lead in the Newcastle team in a collaborative ALTC project with Griffith University on commencing students' perceptions of assessment (2009-2010).

Teaching Expertise
Alison has extensive teaching experience in distance, online, face-to-face and block modes; including management of multi-campus and multi-mode offerings. Her areas of teaching specialty include services marketing and management, marketing research, and business research methods. She has a long standing interest in generic skills development, graduate attributes and technology-enabled learning. Her first accomplishment in using technology dates back to 1994-5, when she was team leader in developing computer simulations for distance students; and subsequently publishing an evaluation instrument for such innovations. As noted above, Alison has been the recipient of various teaching awards, including the 2009 University of Newcastle Vice Chancellor's Faculty Award for Supervision Excellence (Faculty of Business & Law). She has supervised more than 20 Honours, Masters and PhD students to completion.

Administrative Expertise
Alison has considerable experience and expertise in administration, having held a wide variety of leadership and management roles. She is currently Head of Newcastle Business School (commenced November 2010), a complex operation with more than 80 academics, located on four campuses. Her other roles since joining the University of Newcastle in 2005, include Assistant Dean (Teaching and Learning) (2006-June 2008), Head of Marketing Discipline (2009), Director Honours Program (2010) and Assistant Dean (Research Training). Alison is the inaugural Director of the Lucy Mentoring Program for Final Year Women Students in the faculty (2007-ongoing). 


Qualifications

  • Doctor of Philosophy, Monash University
  • Graduate Diploma of Business (Management), Monash University
  • Diploma in Education, University of Sydney
  • Bachelor of Science (Honours), University of Sydney
  • Master of Business, Southern Cross University

Keywords

  • business research methods
  • customer commitment and loyalty
  • generic skills of graduates
  • marketing research
  • service management
  • service quality
  • services marketing
  • value

Fields of Research

Code Description Percentage
130203 Economics, Business and Management Curriculum and Pedagogy 15
150503 Marketing Management (incl. Strategy and Customer Relations) 45
150599 Marketing not elsewhere classified 40

Professional Experience

UON Appointment

Title Organisation / Department
DBA Supervisor University of Newcastle
Newcastle Business School
Australia
Professor University of Newcastle
Newcastle Business School
Australia

Academic appointment

Dates Title Organisation / Department
1/07/2010 - 1/03/2011 Assistant Dean - Research Training, Faculty of Business and Law University of Newcastle
Faculty of Business and Law
Australia
1/06/2010 -  Head of School - Newcastle Business School University of Newcastle
Newcastle Business School
Australia
1/01/2009 - 1/12/2009 Head of Marketing Discipline - Newcastle Business School University of Newcastle
Newcastle Business School
Australia
1/09/2008 - 1/11/2008 Visiting Scholar University of La Rochelle
France
1/04/2006 - 1/06/2008 Assistant Dean - Teaching and Learning, Faculty of Business and Law University of Newcastle
Faculty of Business and Law
Australia
1/02/1998 - 1/03/1999 Deputy Head - Department of Management Monash University
Australia
1/02/1992 - 1/02/2005 Senior Lecturer Monash University
Faculty of Business & Economics
Australia

Awards

Recognition

Year Award
2009 UNIVERSITY OF NEWCASTLE VICE CHANCELLOR’S FACULTY AWARD FOR SUPERVISION EXCELLENCE
University of Newcastle
2002 The 2002 Gippsland Excellence in Disability Support Award for an Academic Staff Member
Monash University
1998 1998 Monash University Vice-Chancellor's Award for Distinguished Teaching
Monash University
1995 1995 CAUT Award for Exemplary Practice
Monash University
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Publications

For publications that are currently unpublished or in-press, details are shown in italics.


Chapter (2 outputs)

Year Citation Altmetrics Link
2008 Marimuthu M, Dean AM, 'Developing pre-relational trust in technology service providers', Trust and New Technologies: Marketing and Management on the Internet and Mobile Media, Edward Elgar Publishing, London 227-243 (2008) [B1]
Citations Scopus - 2
2005 Dean A, Rainnie A, 'Symbolic Analysts in the New Economy: Call Centres in Less Favoured Regions', New regionalism in Australia, Ashgate Publishing, Surrey, United Kingdom 103-122 (2005) [B1]

Journal article (28 outputs)

Year Citation Altmetrics Link
2015 Pires GD, Dean A, Rehman M, 'Using service logic to redefine exchange in terms of customer and supplier participation', Journal of Business Research, 68 925-932 (2015)

Service logic emphasises value co-creation, although mostly contending that the customer alone creates actual value. Value co-creation and co-production imply customer and supplie... [more]

Service logic emphasises value co-creation, although mostly contending that the customer alone creates actual value. Value co-creation and co-production imply customer and supplier participation, but the literature mostly omits participation issues. This paper disentangles notions of production and co-production from the creation and co-creation of value propositions, and from the assumptions underlying value-in-use. The focus is on participation in exchange by customers and suppliers and their contributions at various stages of the value creation process. The paper uses service logic to develop a process model of customer and supplier participation in exchange with three phases (production, negotiation and usage), explores why suppliers allow customer participation in value proposition creation, and the motivations compelling customers to participate. Understanding how supplier and customer participation impact on value proposition creation and on value-in-use, provides an impetus for improved targeting practices, enhanced supplier ability to compete, and more focused research.

DOI 10.1016/j.jbusres.2014.09.019
Co-authors Guilherme Pires
2014 Pires GD, Dean A, Rehman M, 'Using service logic to redefine exchange in terms of customer and supplier participation', Journal of Business Research, (2014)

Service logic emphasises value co-creation, although mostly contending that the customer alone creates actual value. Value co-creation and co-production imply customer and supplie... [more]

Service logic emphasises value co-creation, although mostly contending that the customer alone creates actual value. Value co-creation and co-production imply customer and supplier participation, but the literature mostly omits participation issues. This paper disentangles notions of production and co-production from the creation and co-creation of value propositions, and from the assumptions underlying value-in-use. The focus is on participation in exchange by customers and suppliers and their contributions at various stages of the value creation process.The paper uses service logic to develop a process model of customer and supplier participation in exchange with three phases (production, negotiation and usage), explores why suppliers allow customer participation in value proposition creation, and the motivations compelling customers to participate. Understanding how supplier and customer participation impact on value proposition creation and on value-in-use, provides an impetus for improved targeting practices, enhanced supplier ability to compete, and more focused research.

DOI 10.1016/j.jbusres.2014.09.019
Co-authors Guilherme Pires
2013 Dean A, Cowley K, McComb V, 'Developing foundational generic skills in first year business students: Confirmations and contradictions', International Journal of Learning in Higher Education, 20 1-17 (2013) [C1]

One of the key issues surrounding graduate attributes and their foundational generic skills is that of how to effectively embed them into university curricula. This study reinforc... [more]

One of the key issues surrounding graduate attributes and their foundational generic skills is that of how to effectively embed them into university curricula. This study reinforces and extends the discourse, evaluating specific learning interventions concerned with information literacy and academic integrity embedded into the curriculum of a first year marketing course in a business school. Foundational marketing was selected as an appropriate course in which to embed these particular skills due to their importance to students' academic and later marketing careers. Pre- and posttest methodology was used in the study to identify students' views on their own generic skills' development. Changes to student self-reported skills development are validated using cross check questions. The overall findings of the study confirm the literature reporting successful outcomes of embedding generic skills into course curricula, however some interesting contradictions particularly in the area of referencing skills and student recognition of plagiarism are found. © Common Ground.

Co-authors Kym Cowley
2012 Dean AM, Rolland SE, 'Using an age-based lens to test the antecedents of value in retail', Der Markt: International Journal of Marketing, 50 85-100 (2012) [C1]
2012 Rehman M, Dean AM, Pires G, 'A research framework for examining customer participation in value co-creation: Applying the service dominant logic to the provision of living support services to oncology day-care patients', International Journal of Behavioural and Healthcare Research, 3 226-243 (2012) [C1]
Co-authors Guilherme Pires
2009 Dean AM, Rainnie A, 'Frontline employees' views on organizational factors that affect the delivery of service quality in call centers', Journal of Services Marketing, 23 326-337 (2009) [C1]
DOI 10.1108/08876040910973431
Citations Scopus - 9Web of Science - 8
2009 Wong A, Dean AM, 'Enhancing value for Chinese shoppers: The contribution of store and customer characteristics', Journal of Retailing and Consumer Services, 16 123-134 (2009) [C1]
DOI 10.1016/j.jretconser.2008.11.004
Citations Scopus - 10
2007 Dean AM, 'The impact of the customer orientation of call center employees on customers' affective commitment and loyalty', Journal of Service Research, 10 161-173 (2007) [C1]
DOI 10.1177/1094670507309650
Citations Scopus - 44Web of Science - 31
2006 Suen B, Dean AM, Mcguire L, 'Service quality in community pharmacies - comparing perceptions of customers and staff', Australian Pharmacist, 25 650-656 (2006) [C1]
2006 Little MM, Dean AM, 'Links between service climate, employee commitment and employees' service quality capability', Managing Service Quality, 16 460-476 (2006) [C1]
DOI 10.1108/09604520610686133
Citations Scopus - 39
2004 Dean A, 'Rethinking customer expectations of service quality: Are call centres different?', Journal of Services Marketing, 18 60-78 (2004) [C1]
DOI 10.1108/08876040410520717
2004 Dean AM, 'Links between organisational and customer variables in service delivery: Evidence, contradictions and challenges', Journal of Service Management, 15 332-350 (2004) [C1]
DOI 10.1108/09564230410552031
2002 Dean A, Kiu C, 'Performance monitoring and quality outcomes in contracted services', International Journal of Quality and Reliability Management, Vol. 19, No. 3, pp. 396-413., 396-413 (2002) [C1]
2002 Dean A, 'Service quality in call centres: Implications for customer loyalty', Managing Service Quality,Vol. 12, No. 6, pp. 414-423., 414-423 (2002) [C1]
2002 Dean A, Morgan D, Tan T, '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., 95-110 (2002) [C1]
2001 Dean A, Terziovski M, 'Quality practices and customer/supplier management in Australian service organisations', Total Quality Management, Vol. 12, No. 5, pp. 611-621., 611-621 (2001) [C1]
2001 Yu Y, Dean A, 'The contribution of emotional satisfaction to consumer loyalty', The International Journal of Service Industry Management, Vol. 12, No. 3, pp. 234-250., 234-250 (2001) [C1]
2000 Dean A, 'Managing Change Initiatives: JIT Delivers but BPR Fails', Knowledge and Process Management, Vol. 7, No. 1, pp. 11-19., 11-19 (2000) [C1]
2000 Dean A, Webster L, 'Simulations in distance education: Progress towards an evaluation instrument', Distance Education: An International Journal, Vol. 21, No. 2., pp. 344-360., 344-360 (2000) [C1]
1999 Dean A, Carbone A, Evans A, 'Transformation of Student Learners: Distinguished Teachers Reflect on Practice', Research and Development in Higher Education, 21 109-118 (1999) [C1]
1999 Wong A, Dean A, White C, 'Analysing Service Quality in the Hospitality Industry', Managing Service Quality, 9 136-143 (1999) [C1]
1999 Dean A, 'Issues and Challenges in Delivering HR Programs by Distance Education', Asia Pacific Journal of Human Resources, 37 20-38 (1999) [C1]
1999 Wong A, Dean A, White C, 'Customers Behavioural Intentions in the Hospitality Industry', Australian journal of Hospitality Management, 6 53-60 (1999) [C1]
1999 Dean A, 'The Impact of Consumer Participation on Perceived Service Quality in Health Services', The International Journal of Customer Relationship Management, 4 299-306 (1999) [C1]
1999 Wong A, Dean A, White C, 'The Impact of Service Quality on Customer Loyalty in the Hospitality Industry', The International Journal of Customer Relationship Management, Vol. 2, No. 1, pp.81-89., 81-89 (1999) [C1]
1999 Dean A, 'The Applicability of SERVQUAL in Different Healthcare Environments', Health Marketing Quarterly, 16 1-21 (1999) [C1]
1998 Terziovski M, Dean A, 'Best Predictors of Quality Performance in Australian Service Organisations', Managing Service Quality, 8 359-366 (1998) [C1]
1997 Dean A, 'Consumer Perceptions of Service Quality in Medical Centres', The Quality Magazine (Incorporating Quality Australia), 58-63 (1997) [C3]
Show 25 more journal articles

Conference (22 outputs)

Year Citation Altmetrics Link
2012 Baxter SM, Dean AM, 'Linking the customer experience with online intermediary brand image and loyalty', ANZMAC 2012 Proceedings, Adelaide, SA (2012) [E3]
Co-authors Stacey Baxter
2009 Bruff CM, Dean AM, Cheek BR, Nolan JA, 'Technology enhanced higher education: Student perceptions', 16th International Conference on Learning: Sessions, Barcelona, Spain (2009) [E3]
Co-authors John Nolan, Bruce Cheek
2009 Dean AM, 'Using service logic to interpret customers' experiences during call centre interactions', ANZMAC 2009 Papers, Melbourne, VIC (2009) [E1]
2009 Dean AM, Cowley K, 'Creating a foundation for generic skills by embedding information literacy in commencing student assessment tasks', ANZMAC 2009 Papers, Melbourne, VIC (2009) [E1]
Co-authors Kym Cowley
2009 Meshram K, Dean AM, Cowley K, 'The role of customer community in value co-creation for third places: An example of senior citizens', ANZMAC 2009 Papers, Melbourne, VIC (2009) [E1]
Co-authors Kym Cowley
2009 Dean AM, Cowley K, Yung MLT, 'Embedding information literacy in commencing student assessment tasks as a foundation for generic skills', First Year in Higher Education Conference 2009: Conference Proceedings, Townsville, QLD (2009) [E1]
Co-authors Kym Cowley
2008 Bruff CM, Dean AM, Cheek BR, Nolan JA, 'Does technology use affect university students' perception of value?', Proceedings of the IADIS International Conference e-Society 2008, Algarve, Portugal (2008) [E1]
Co-authors Bruce Cheek, John Nolan
2007 Bruff CM, Dean AM, Cheek BR, Nolan JA, 'Technology in higher education - Dimensions of value from a student perspective', Proceedings of E-Learn 2007: World Conference on E-Learning in Corporate, Government, Healthcare & Higher Education, Quebec, Canada (2007) [E1]
Co-authors John Nolan, Bruce Cheek
2006 Dean AM, Webster CM, 'Comparing factors that contribute to value: The case of seniors and shopping', ANZMAC 2006 Conference Proceedings, Brisbane, Australia (2006) [E1]
2006 Wong A, Dean AM, 'Enhancing value for Chinese shoppers: Store and customer characteristics', Conference Proceedings 3rd International Conference on Contemporary Business, Leura, Australia (2006) [E1]
2006 Webster CM, Dean AM, 'Controversies in social marketing: The way forward', 3rd Australasian Nonprofit and Social Marketing Conference 2006 Proceedings, Newcastle, Australia (2006) [E1]
2006 Marimuthu M, Dean AM, 'Is trust in first time service providers german to the acceptance of new information systems?', Marketing in the new global order: challenges and opportunities, India (2006) [E1]
2006 Bruff CM, Cheek BR, Dean AM, Nolan JA, 'Different education delivery modes: Meeting students' needs', Different Educational Delivery Modes: Meeting students' need, Dublin, Ireland (2006) [E1]
Co-authors John Nolan, Bruce Cheek
2005 Wong A, Dean AM, 'The Effects of Store and Customer Characteristics on Value and Loyalty', ANZMAC - Broadening the Boundaries, Fremantle, Western Australia (2005) [E1]
2005 Dean AM, 'Frontline Employees' Views on the Factors that affect the Delivery of Service Quality', ANZMAC - Broadening the Boundaries, Fremantle, Western Australia (2005) [E1]
2005 Bruff CM, Dean AM, Nolan JA, 'Student Perceptions of the Educational Quality Provided by Different Delivery Modes', Educational Integrity: Values in Teaching, Learning and Research. 2nd Asia-Pacific Educational Integrity Conference, University of Newcastle, Australia (2005) [E1]
Co-authors John Nolan
2004 Dean A, 'Managing service delivery in call centres: The need for a holistic approach', -, Beijing, China (2004) [E1]
2002 Dean A, 'Interrelationships between organisational and customer variables in service delivery: A review of evidence', Melbourne, Australia (2002) [E1]
2002 Dean A, 'Service quality in call centres: Implications for customer loyalty' (2002) [E1]
2001 Dean A, 'Service quality in call centres: An exploration of customer expectations and their implications' (2001) [E1]
2000 Dean A, Kiu C, 'Performance monitoring in contracted services' (2000) [E1]
1995 Dean A, 'Quality in the Distance Education/Industry Training Interface', United Kingdom (1995) [E1]
Show 19 more conferences
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Grants and Funding

Summary

Number of grants 5
Total funding $52,679

Click on a grant title below to expand the full details for that specific grant.


20091 grants / $33,000

Commencing Students' Perception of Early Assessment$33,000

Funding body: Australian Learning and Teaching Council

Funding body Australian Learning and Teaching Council
Project Team Professor Alison Dean, Mrs Katherine Lindsay, Doctor Kym Cowley
Scheme Research Grant
Role Lead
Funding Start 2009
Funding Finish 2009
GNo G0190148
Type Of Funding Other Public Sector - Commonwealth
Category 2OPC
UON Y

20063 grants / $18,443

Seniors' Membership in Community Associations and Social Well-Being$10,000

Funding body: University of Newcastle

Funding body University of Newcastle
Project Team Dr Cynthia Webster, Professor Alison Dean, Professor Scott Holmes
Scheme Pilot Grant
Role Investigator
Funding Start 2006
Funding Finish 2006
GNo G0186667
Type Of Funding Internal
Category INTE
UON Y

Quality of consumer experiences in seniors' market segments$7,000

Funding body: University of Newcastle

Funding body University of Newcastle
Project Team Professor Alison Dean
Scheme New Staff Grant
Role Lead
Funding Start 2006
Funding Finish 2006
GNo G0186108
Type Of Funding Internal
Category INTE
UON Y

Australian and New Zealand Marketing Academy Conference (ANZMAC) 2006, Queensland University of Technology, Gardens Point Campus, Brisbane, 4/12/2006 - 6/12/2006$1,443

Funding body: University of Newcastle

Funding body University of Newcastle
Project Team Professor Alison Dean
Scheme Travel Grant
Role Lead
Funding Start 2006
Funding Finish 2006
GNo G0187027
Type Of Funding Internal
Category INTE
UON Y

20051 grants / $1,236

ServSIG Research Conference, 2-4 June 2005$1,236

Funding body: University of Newcastle

Funding body University of Newcastle
Project Team Professor Alison Dean
Scheme Travel Grant
Role Lead
Funding Start 2005
Funding Finish 2005
GNo G0185214
Type Of Funding Internal
Category INTE
UON Y
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Research Supervision

Current Supervision

Commenced Research Title / Program / Supervisor Type
2012 Examining the Factors Influencing Consumers' Adoption of Transformational Consumption Offerings: An Application in Mental Health
Business Management, Faculty of Business and Law
Co-Supervisor
2011 How did you make me do that!? Circumventing the Activation of Persuasion Knowledge in Consumers, with Fluently Processed Semantic Associations
Business Management, Faculty of Business and Law
Co-Supervisor
2011 How did you make me do that!? Circumventing the Activation of Persuasion Knowledge in Consumers, with Fluently Processed Semantic Associations
Business Management, Faculty of Business and Law
Principal Supervisor
2007 The Relationships amongst Higher-Order Thinking Dispositions, Job-Related Knowledge, Creativity, Organisational Culture, Interpersonal Trust and Innovativeness
Business Management, Faculty of Business and Law
Principal Supervisor
2005 Call Centre project
Accounting, Monash University
Co-Supervisor

Past Supervision

Year Research Title / Program / Supervisor Type
2015 A Mixed Method Study for Examining Customer Participation in Value Co-Creation: Applying Service Dominant Logic to the Provision of Living Support Services to Day Care Oncology Patients in Pakistan
Business Management, Faculty of Business and Law
Principal Supervisor
2014 Concert Attendee Behaviour: The Influence of Motivations, Fan Identification and Product Involvement
Business Management, Faculty of Business and Law
Principal Supervisor
2009 The Role of Third Places: Investigating Social Capital, Loyalty and Value Co-creation for Seniors
Business Management, Faculty of Business and Law
Principal Supervisor
2008 Factors Influencing Spatial Technology Adoption: A Study of Retail Businesses in Australia
Business Management, Faculty of Business and Law
Sole Supervisor
2006 The Impact of Place on HRM in Call Centres
Accounting, Monash University
Co-Supervisor
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Professor Alison Dean

Positions

Deputy Head of Faculty
Newcastle Business School
Office PVC - Business and Law
Faculty of Business and Law

DBA Supervisor
Newcastle Business School
Newcastle Business School
Faculty of Business and Law

Focus area

Marketing

Contact Details

Email alison.dean@newcastle.edu.au
Phone (02) 49215580

Office

Room UNH305
Building University House
Location Callaghan
University Drive
Callaghan, NSW 2308
Australia
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