Profile Image

Staff Profile

Edit

Career Summary

Qualifications

  • Doctor of Philosophy, Monash University, 09/10/2004
  • 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, 09/02/1996

Research

Research keywords

  • customer commitment and loyalty
  • generic skills of graduates
  • service management
  • service quality
  • value

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).

Languages

  • English

Fields of Research

CodeDescriptionPercentage
150503Marketing Management (Incl. Strategy And Customer Relations)45
150500Marketing40
130203Economics, Business And Management Curriculum And Pedagogy15

Appointments

Head of School - Newcastle Business School
University of Newcastle (Australia)
01/06/2010
Assistant Dean, Research Training, Faculty of Business and Law
University of Newcastle (Australia)
01/07/2010 - 01/03/2011
Head of Marketing Discipline - Newcastle Business School
University of Newcastle (Australia)
01/01/2009 - 01/12/2009
Assistant Dean, Teaching and Learning, Faculty of Business and Law
University of Newcastle (Australia)
01/04/2006 - 01/06/2008
Visiting Scholar, Institut de Gestion
University of La Rochelle, France (Australia)
01/09/2008 - 01/11/2008
Deputy Head, Department of Management
Monash University, Gippsland and Berwick Campuses (Australia)
01/02/1998 - 01/03/1999

Awards

Other

2006EMERALD LITERATI NETWORK HIGHLY COMMENDED AWARD FOR CONTRIBUTION TO THE JOURNAL MANAGING SERVICE QUA
(Australia)
For a paper (co-authored with MM Little, Vol. 16, No.5, pp. 460-476) and “research [that] has significantly contributed to services theory” (Editor).

Recognition.

2009UNIVERSITY OF NEWCASTLE VICE CHANCELLOR’S FACULTY AWARD FOR SUPERVISION EXCELLENCE
University of Newcastle (Australia)
Sole recipient for the Faculty of Business & Law. “The award formally recognises and rewards outstanding supervisors at the University of Newcastle (Vice Chancellor).”
2002The 2002 Gippsland Excellence in Disability Support Award for an Academic Staff Member
Monash University (Australia)
Award for an academic staff member (nominated by a student with a disability) for excellence in disability support.
19981998 Monash University Vice-Chancellor's Award for Distinguished Teaching
(Australia)
One of three recipients of the award from across Monash University. This award was based on a nomination by six colleagues and students and required demonstration of excellence in the four areas: focus on student learning, personal attributes, broader curriculum involvement and scholarship in teaching.
19951995 CAUT Award for Exemplary Practice
Monash University (Australia)
CAUT (Committee for the Advancement of University Teaching) award for a team of three in developing a computer simulation package. These awards were allocated to only 5% of Australian academics.

Administrative

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).

Teaching

Teaching keywords

  • business research methods
  • marketing research
  • services marketing

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.

Edit

Highlighted Publications

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

YearCitationAltmetricsLink
2006Little MM, Dean AM, 'Links between service climate, employee commitment and employees' service quality capability', Managing Service Quality, 16 460-476 (2006) [C1]
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]

Publications

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

Click on a category title below to expand the list of citations for that specific category.

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]
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 (27 outputs)

YearCitationAltmetricsLink
2014Pires GD, Dean A, Rehman M, 'Using service logic to redefine exchange in terms of customer and supplier participation', Journal of Business Research, (2014)
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]

Co-authors: KYM COWLEY

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-authors: GUILHERME PIRES

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]
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]
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]
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]
2006Little MM, Dean AM, 'Links between service climate, employee commitment and employees' service quality capability', Managing Service Quality, 16 460-476 (2006) [C1]
2006Suen B, Dean AM, Mcguire L, 'Service quality in community pharmacies - comparing perceptions of customers and staff', Australian Pharmacist, 25 650-656 (2006) [C1]
2004Dean AM, 'Links between organisational and customer variables in service delivery: Evidence, contradictions and challenges', Journal of Service Management, 15 332-350 (2004) [C1]
2004Dean A, 'Rethinking customer expectations of service quality: Are call centres different?', Journal of Services Marketing, 18 60-78 (2004) [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]
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]
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]
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]
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]
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]
1999Dean A, 'The Applicability of SERVQUAL in Different Healthcare Environments', Health Marketing Quarterly, 16 1-21 (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, '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]
1999Wong A, Dean A, White C, 'Analysing Service Quality in the Hospitality Industry', Managing Service Quality, 9 136-143 (1999) [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]
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, 'Customers Behavioural Intentions in the Hospitality Industry', Australian journal of Hospitality Management, 6 53-60 (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]
Show 24 more

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-authors: STACEY BAXTER

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-authors: KYM COWLEY

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-authors: KYM 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-authors: KYM COWLEY

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-authors: BRUCE CHEEK, JOHN NOLAN

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-authors: BRUCE 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-authors: BRUCE CHEEK, JOHN NOLAN

2006Webster CM, Dean AM, 'Controversies in social marketing: The way forward', 3rd Australasian Nonprofit and Social Marketing Conference 2006 Proceedings, Newcastle, Australia (2006) [E1]
2006Dean AM, Webster CM, 'Comparing factors that contribute to value: The case of seniors and shopping', ANZMAC 2006 Conference Proceedings, Brisbane, Australia (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-authors: BRUCE CHEEK, JOHN NOLAN

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]
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]
2005Dean AM, 'Frontline Employees' Views on the Factors that affect the Delivery of Service Quality', ANZMAC - Broadening the Boundaries, Fremantle, Western Australia (2005) [E1]
2005Wong A, Dean AM, 'The Effects of Store and Customer Characteristics on Value and Loyalty', 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-authors: JOHN NOLAN

2004Dean A, 'Managing service delivery in call centres: The need for a holistic approach', -, Beijing, China (2004) [E1]
2002Dean A, 'Service quality in call centres: Implications for customer loyalty' (2002) [E1]
2002Dean A, 'Interrelationships between organisational and customer variables in service delivery: A review of evidence', Melbourne, Australia (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]
Show 19 more
Edit

Grants and Funding

Summary

Number of grants5
Total funding$52,679

- Indicates that the researcher may be seeking students for this project.

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

2009 (1 grants)

Commencing Students' Perception of Early Assessment$33,000
Funding Body: Australian Learning and Teaching Council

Project Team
Professor Alison Dean, Mrs Katherine Lindsay, Doctor Kym Cowley
SchemeRole
Research GrantChief Investigator
Total AmountFunding StartFunding Finish
$33,00020092010
GNo:G0190148

2006 (3 grants)

Seniors' Membership in Community Associations and Social Well-Being$10,000
Funding Body: University of Newcastle

Project Team
Dr Cynthia Webster, Professor Alison Dean, Professor Scott Holmes
SchemeRole
Pilot GrantInvestigator
Total AmountFunding StartFunding Finish
$10,00020062006
GNo:G0186667

Quality of consumer experiences in seniors' market segments$7,000
Funding Body: University of Newcastle

Project Team
Professor Alison Dean
SchemeRole
New Staff GrantChief Investigator
Total AmountFunding StartFunding Finish
$7,00020062006
GNo:G0186108

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

Project Team
Professor Alison Dean
SchemeRole
Travel GrantChief Investigator
Total AmountFunding StartFunding Finish
$1,44320062006
GNo:G0187027

2005 (1 grants)

ServSIG Research Conference, 2-4 June 2005$1,236
Funding Body: University of Newcastle

Project Team
Professor Alison Dean
SchemeRole
Travel GrantChief Investigator
Total AmountFunding StartFunding Finish
$1,23620052005
GNo:G0185214
Edit

Research Supervision

Number of current supervisions5
Total current UoN PhD EFTSL1.15

For supervisions undertaken at an institution other that the University of Newcastle, the institution name is listed below the program name.

Current Supervision

CommencedProposed
Completion
ProgramSupervisor TypeResearch Title
20122016PhD (Management)Co-SupervisorExamining the Factors Influencing Consumers' Adoption of Transformational Consumption Offerings: An Application in Mental Health
20112015PhD (Management)Principal SupervisorHow did you make me do that!? Circumventing the Activation of Persuasion Knowledge in Consumers, with Fluently Processed Semantic Associations
20102014PhD (Management)Principal SupervisorA 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
20072016PhD (Management)Principal SupervisorThe Relationships amongst Higher-Order Thinking Dispositions, Job-Related Knowledge, Creativity, Organisational Culture, Interpersonal Trust and Innovativeness
20052008PHD Accounting
Monash University
Co-SupervisorCall Centre project

Past Supervision

YearProgramSupervisor TypeResearch Title
2014PhD (Management)Principal SupervisorConcert Attendee Behaviour: The Influence of Motivations, Fan Identification and Product Involvement
2009PhD (Management)Principal SupervisorThe Role of Third Places: Investigating Social Capital, Loyalty and Value Co-creation for Seniors
2008PhD (Management)Sole SupervisorFactors Influencing Spatial Technology Adoption: A Study of Retail Businesses in Australia
2006PHD Accounting
Monash University
Co-SupervisorThe Impact of Place on HRM in Call Centres
Edit

Professor Alison Dean

Work Phone(02) 49215580
Email
PositionsProfessor
Newcastle Business School
Faculty of Business and Law
The University of Newcastle, Australia
DBA Supervisor
Newcastle Business School
Faculty of Business and Law
The University of Newcastle, Australia
Focus AreaMarketing
Office
UNH305,
University House,
Callaghan
University Drive
Callaghan NSW 2308
Australia
URL:www.newcastle.edu.au/profile/alison-dean