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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

CodeDescriptionPercentage
130203Economics, Business and Management Curriculum and Pedagogy15
150503Marketing Management (incl. Strategy and Customer Relations)45
150599Marketing not elsewhere classified40

Professional Experience

UON Appointment

DatesTitleOrganisation / Department
1/07/2014 - 30/06/2015DBA SupervisorUniversity of Newcastle
Newcastle Business School
Australia
1/01/2014 - ProfessorUniversity of Newcastle
Newcastle Business School
Australia
15/11/2011 - 28/11/2011Casual AcademicUniversity of Newcastle
Newcastle Business School
Australia
21/01/2008 - 30/06/2008Casual AcademicUniversity of Newcastle
Newcastle Business School
Australia

Academic appointment

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

Awards

Recognition

YearAward
2009UNIVERSITY OF NEWCASTLE VICE CHANCELLOR’S FACULTY AWARD FOR SUPERVISION EXCELLENCE
University of Newcastle
2002The 2002 Gippsland Excellence in Disability Support Award for an Academic Staff Member
Monash University
19981998 Monash University Vice-Chancellor's Award for Distinguished Teaching
Monash University
19951995 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)

YearCitationAltmetricsLink
2008Marimuthu 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]
CitationsScopus - 2
2005Dean 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)

YearCitationAltmetricsLink
2015Pires 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.

DOI10.1016/j.jbusres.2014.09.019
Co-authorsGuilherme Pires
2014Pires 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.

DOI10.1016/j.jbusres.2014.09.019
Co-authorsGuilherme Pires
2013Dean 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-authorsKym Cowley
2012Dean 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]
2012Rehman 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-authorsGuilherme Pires
2009Dean 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]
DOI10.1108/08876040910973431
CitationsScopus - 9Web of Science - 8
2009Wong 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]
DOI10.1016/j.jretconser.2008.11.004
CitationsScopus - 10
2007Dean 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]
DOI10.1177/1094670507309650
CitationsScopus - 43Web of Science - 30
2006Suen B, Dean AM, Mcguire L, 'Service quality in community pharmacies - comparing perceptions of customers and staff', Australian Pharmacist, 25 650-656 (2006) [C1]
2006Little MM, Dean AM, 'Links between service climate, employee commitment and employees' service quality capability', Managing Service Quality, 16 460-476 (2006) [C1]
DOI10.1108/09604520610686133
CitationsScopus - 39
2004Dean A, 'Rethinking customer expectations of service quality: Are call centres different?', Journal of Services Marketing, 18 60-78 (2004) [C1]
DOI10.1108/08876040410520717
2004Dean AM, 'Links between organisational and customer variables in service delivery: Evidence, contradictions and challenges', Journal of Service Management, 15 332-350 (2004) [C1]
DOI10.1108/09564230410552031
2002Dean 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]
2002Dean A, 'Service quality in call centres: Implications for customer loyalty', Managing Service Quality,Vol. 12, No. 6, pp. 414-423., 414-423 (2002) [C1]
2002Dean 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]
2001Dean 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]
2001Yu 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]
2000Dean A, 'Managing Change Initiatives: JIT Delivers but BPR Fails', Knowledge and Process Management, Vol. 7, No. 1, pp. 11-19., 11-19 (2000) [C1]
2000Dean 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]
1999Dean 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]
1999Wong A, Dean A, White C, 'Analysing Service Quality in the Hospitality Industry', Managing Service Quality, 9 136-143 (1999) [C1]
1999Dean A, 'Issues and Challenges in Delivering HR Programs by Distance Education', Asia Pacific Journal of Human Resources, 37 20-38 (1999) [C1]
1999Wong A, Dean A, White C, 'Customers Behavioural Intentions in the Hospitality Industry', Australian journal of Hospitality Management, 6 53-60 (1999) [C1]
1999Dean 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]
1999Wong 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]
1999Dean A, 'The Applicability of SERVQUAL in Different Healthcare Environments', Health Marketing Quarterly, 16 1-21 (1999) [C1]
1998Terziovski M, Dean A, 'Best Predictors of Quality Performance in Australian Service Organisations', Managing Service Quality, 8 359-366 (1998) [C1]
1997Dean A, 'Consumer Perceptions of Service Quality in Medical Centres', The Quality Magazine (Incorporating Quality Australia), 58-63 (1997) [C3]
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Conference (22 outputs)

YearCitationAltmetricsLink
2012Baxter SM, Dean AM, 'Linking the customer experience with online intermediary brand image and loyalty', ANZMAC 2012 Proceedings, Adelaide, SA (2012) [E3]
Co-authorsStacey Baxter
2009Bruff CM, Dean AM, Cheek BR, Nolan JA, 'Technology enhanced higher education: Student perceptions', 16th International Conference on Learning: Sessions, Barcelona, Spain (2009) [E3]
Co-authorsJohn Nolan, Bruce Cheek
2009Dean AM, 'Using service logic to interpret customers' experiences during call centre interactions', ANZMAC 2009 Papers, Melbourne, VIC (2009) [E1]
2009Dean 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-authorsKym Cowley
2009Meshram 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-authorsKym Cowley
2009Dean 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-authorsKym Cowley
2008Bruff 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-authorsBruce Cheek, John Nolan
2007Bruff 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-authorsJohn Nolan, Bruce Cheek
2006Dean AM, Webster CM, 'Comparing factors that contribute to value: The case of seniors and shopping', ANZMAC 2006 Conference Proceedings, Brisbane, Australia (2006) [E1]
2006Wong A, Dean AM, 'Enhancing value for Chinese shoppers: Store and customer characteristics', Conference Proceedings 3rd International Conference on Contemporary Business, Leura, Australia (2006) [E1]
2006Webster CM, Dean AM, 'Controversies in social marketing: The way forward', 3rd Australasian Nonprofit and Social Marketing Conference 2006 Proceedings, Newcastle, Australia (2006) [E1]
2006Marimuthu 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]
2006Bruff 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-authorsJohn Nolan, Bruce Cheek
2005Wong A, Dean AM, 'The Effects of Store and Customer Characteristics on Value and Loyalty', ANZMAC - Broadening the Boundaries, Fremantle, Western Australia (2005) [E1]
2005Dean AM, 'Frontline Employees' Views on the Factors that affect the Delivery of Service Quality', ANZMAC - Broadening the Boundaries, Fremantle, Western Australia (2005) [E1]
2005Bruff 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-authorsJohn Nolan
2004Dean A, 'Managing service delivery in call centres: The need for a holistic approach', -, Beijing, China (2004) [E1]
2002Dean A, 'Interrelationships between organisational and customer variables in service delivery: A review of evidence', Melbourne, Australia (2002) [E1]
2002Dean A, 'Service quality in call centres: Implications for customer loyalty' (2002) [E1]
2001Dean A, 'Service quality in call centres: An exploration of customer expectations and their implications' (2001) [E1]
2000Dean A, Kiu C, 'Performance monitoring in contracted services' (2000) [E1]
1995Dean A, 'Quality in the Distance Education/Industry Training Interface', United Kingdom (1995) [E1]
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Grants and Funding

Summary

Number of grants5
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 bodyAustralian Learning and Teaching Council
Project TeamProfessor Alison Dean, Mrs Katherine Lindsay, Doctor Kym Cowley
SchemeResearch Grant
RoleLead
Funding Start2009
Funding Finish2009
GNoG0190148
Type Of FundingOther Public Sector - Commonwealth
Category2OPC
UONY

20063 grants / $18,443

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

Funding body: University of Newcastle

Funding bodyUniversity of Newcastle
Project TeamDr Cynthia Webster, Professor Alison Dean, Professor Scott Holmes
SchemePilot Grant
RoleInvestigator
Funding Start2006
Funding Finish2006
GNoG0186667
Type Of FundingInternal
CategoryINTE
UONY

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

Funding body: University of Newcastle

Funding bodyUniversity of Newcastle
Project TeamProfessor Alison Dean
SchemeNew Staff Grant
RoleLead
Funding Start2006
Funding Finish2006
GNoG0186108
Type Of FundingInternal
CategoryINTE
UONY

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 bodyUniversity of Newcastle
Project TeamProfessor Alison Dean
SchemeTravel Grant
RoleLead
Funding Start2006
Funding Finish2006
GNoG0187027
Type Of FundingInternal
CategoryINTE
UONY

20051 grants / $1,236

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

Funding body: University of Newcastle

Funding bodyUniversity of Newcastle
Project TeamProfessor Alison Dean
SchemeTravel Grant
RoleLead
Funding Start2005
Funding Finish2005
GNoG0185214
Type Of FundingInternal
CategoryINTE
UONY
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Research Supervision

Current Supervision

CommencedResearch Title / Program / Supervisor Type
2012Examining the Factors Influencing Consumers' Adoption of Transformational Consumption Offerings: An Application in Mental Health
Business Management, Faculty of Business and Law
Co-Supervisor
2011How 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
2011How 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
2007The 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
2005Call Centre project
Accounting, Monash University
Co-Supervisor

Past Supervision

YearResearch Title / Program / Supervisor Type
2015A 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
2014Concert Attendee Behaviour: The Influence of Motivations, Fan Identification and Product Involvement
Business Management, Faculty of Business and Law
Principal Supervisor
2009The Role of Third Places: Investigating Social Capital, Loyalty and Value Co-creation for Seniors
Business Management, Faculty of Business and Law
Principal Supervisor
2008Factors Influencing Spatial Technology Adoption: A Study of Retail Businesses in Australia
Business Management, Faculty of Business and Law
Sole Supervisor
2006The 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

Emailalison.dean@newcastle.edu.au
Phone(02) 49215580

Office

RoomUNH305
BuildingUniversity House
LocationCallaghan
University Drive
Callaghan, NSW 2308
Australia
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