Profile Image

Staff Profile

Edit

Career Summary

Biography

Jamie is a Senior Lecturer in Marketing at the Newcastle Business School and teaches in the area of Consumer Behaviour and Services Marketing. Jamie's is actively engaged in consumer marketing research to develop concepts, methods, and models to improve and optimize the delivery of compelling customer experiences that are valued by customers. A particular emphasis of this work has focused on exploiting the opportunities advanced by information technologies to both create new sources of value for customers and increase operational agility in service of customers. His contributions to the scholarly literature have been made in understanding, measuring and managing e-service quality, online flow (immersive) experiences, customer engagement and value creation to improve consumer behaviour. Jamie's publications arising from this work span marketing (Journal of Services Marketing, Managing Service Quality, Journal of Consumer Marketing, Journal of Sport Management and others) and information science fields (Electronic Markets, Internet Research, PLoS ONE).

Jamie is a principal supervisor at the PhD, DBA and Honours level where his students have published in international journals (Journal of Marketing Management, Journal of Brand Management, Journal of Travel & Tourism Marketing, Services Marketing Quarterly) and received recognition including faculty medals, best paper awards and the ASU CSL/Liam Glynn Dissertation Award by the AMA SERVSIG of the American Marketing Association. Working alongside his students, this work has made scholarly contributions to journals in areas of relationship quality, cross buying behaviour, emotional appeals in advertising, drivers of group travel behaviour and customer engagement in new media.

Jamie is also a co-author on the Schiffman et al. (2014) Consumer Behaviour text (6th ed.) for Australia, New Zealand and Singapore and is also a member of the editorial board for the Journal of Consumer Marketing. He has been a reviewer for the Journal of Services Marketing, European Journal of Marketing, Journal of Business Research, Decision Support Systems, Management Decision and Internet Research. Jamie has also presented his work at various international conferences where he has also received best paper awards. He has also been a visiting academic at the University of Sydney, University of Tasmania, Hamburg School of Business Administration and the University of Hamburg, Germany. Prior to joining the University of Newcastle, Jamie worked for IBM Global Services, Melbourne, in marketing and business consulting. His business consulting experience focused on business process improvement projects in government, SMB and telecommunication sectors.

Qualifications

  • PhD (Management), University of Newcastle, 02/11/2006
  • Bachelor of Business (Honours), University of Newcastle, 14/12/2000

Research

Research keywords

  • Consumer Behaviour
  • Multi-channel Marketing
  • Service Performance
  • Technology in Marketing

Research expertise

Optimizing online channel performance:

This stream of research focuses on e-service quality management and, value creation and optimization. Projects focus on the conceptualisation and measurement properties of e-service quality and customer perceived value, and modelling their effects in the e-commerce environment across country markets.

Multichannel marketing and consumer behaviour:

This research stream focuses on how firms can develop compelling customer experiences that drive brand loyalty within a firm's service ecosystem including online environments, physical locations, self-serve technologies and mobile devices. Research projects examine flow theory in electronic environments, brand image congruency and channel integration across service channels.

Customer experience management:

This research stream examines a variety of consumer behaviour issues across industry settings with my research students. Research projects include examining drivers of cross buying behaviour in retail banking, investigating factors affecting group-oriented tourism behaviour, understanding complaint behaviour in the telecommunications industry, optimizing the intensity of emotional appeals to enhance advertising effectiveness and understanding the drivers of customer engagement in branded social networking sites and mobile services.

Fields of Research

CodeDescriptionPercentage
150500Marketing100

Memberships

Committee/Associations (relevant to research).

  • Member - American Marketing Association
  • Member - Australia and New Zealand Marketing Academy
  • Member - Marketing Science Institute

Awards

Recognition.

2010Vice-Chancellor's Citation for Outstanding Contribution to Student Learning
University of Newcastle (Australia)
For implementing a research-led teaching approach to internationalising the curriculum and promoting critical thinking skills that enhance student learning

Research Award.

2014Should I or Shouldn’t I…Help-Seeking for my Mental Well-being
Academy of Marketing U.K. (United Kingdom)
Best award in the Non for Profit & Social Marketing track (w/ Jessica Wyllie and Phillip Rosenberger)
2010Examining the Effects of Perceived Web Innovativeness in e-Retailing
Australia and New Zealand Marketing Academy Conference (New Zealand)
Best Paper Award in the Electronic Marketing Track (w/ Aron O'Cass)
2003Website Quality in the Australian Electronic Marketspace: Application of the WebQual Instrument
The 3rd International Conference on Information Technology in Asia (Malaysia)
Best Paper Award
Edit

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.

Book (1 outputs)

YearCitationAltmetricsLink
2014Carlson JL, Schiffman L, O'Cass A, Paladino A, Consumer Behaviour (6e), Pearson Australia, French's Forest, NSW, 708 (2014)

Chapter (5 outputs)

YearCitationAltmetricsLink
2013Carlson JL, Ahrholdt D, Sridharan R, Simatupang T, 'New Insights into Consumer Loyalty of Website-Services: The Quadratic Effect of Flow', E-Marketing in Developed and Developing Countries: Emerging Practices, IGI Global, Hershey, PA 246-256 (2013) [B1]
2009O'Cass AG, Carlson JL, 'Examining the drivers of individuals trust in online e-services: The role of innovation and off-line branding', Advances in Technology and Innovation in Marketing, Macmillan Publishers India, New Delhi, India 3-15 (2009) [B1]
2008Carlson JL, O'Cass AG, 'Examining the relationships between attributes of e-service performance, brand involvement, attitudes and website loyalty: Implications for e-service brand management', Brands Rising as Products Fall, Macmillan Publishers India, New Delhi, India 145-158 (2008) [B1]
2005Carlson J, Sinnappan S, 'A Conceptual Framework to Manage e-Loyalty in Business-to-Consumer e-Commerce.', Building Customer Loyalty: Perspectives and Applications, Le Magnus University Press, Chennai, India 161-172 (2005) [B1]
2003Carlson JL, Rosenberger III PJ, Paynter J, 'Super 12 rugby union: Comparing the information content and infotainment usage in Australian, New Zealand and South African Super 12s website', Cross-Cultural Marketing, Thomson Nelson, South Melbourne 354-361 (2003) [B1]
Show 2 more

Journal article (18 outputs)

YearCitationAltmetricsLink
2014Wyllie J, Carlson J, Rosenberger PJ, 'Examining the influence of different levels of sexual-stimuli intensity by gender on advertising effectiveness', Journal of Marketing Management, 30 697-718 (2014) [C1]
2014de Vries NJ, Carlson J, Moscato P, 'A Data-Driven Approach to Reverse Engineering Customer Engagement Models: Towards Functional Constructs', PLoS ONE, 9 e102768-e102768 (2014)
2014De Vries N, Carlson JL, 'Examining the drivers and brand performance implications of customer engagement with brands in the social media environment', Journal of Brand Management, 1-21 (2014)
2013Tung B, Carlson J, ' Modeling a Formative Measure of Relationship Quality and Its Effects: Evidence From the Hong Kong Retail Banking Industry', Services Marketing Quarterly, 34 139-158 (2013) [C1]
2012O'Cass AG, Carlson JL, 'An empirical assessment of consumers' evaluations of web site service quality: Conceptualizing and testing a formative model', Journal of Services Marketing, 26 419-434 (2012) [C1]
2012O'Cass A, Carlson JL, 'An e-retailing assessment of perceived website-service innovativeness: Implications for website quality evaluations, trust, loyalty and word of mouth', Australasian Marketing Journal, 20 28-36 (2012) [C1]
2012Regan N, Carlson JL, Rosenberger III PJ, 'Factors affecting group-oriented travel intention to major events', Journal of Travel and Tourism Marketing, 29 185-204 (2012) [C1]
2012Voola R, Casimir GM, Carlson JL, Anushree Agnihotri M, 'The effects of market orientation, technological opportunism, and e-business adoption on performance: A moderated mediation analysis', Australasian Marketing Journal, 20 136-146 (2012) [C1]
2012Carlson JL, O'Cass A, 'Optimizing the online channel in professional sport to create trusting and loyal consumers: The role of the professional sports team brand and service quality', Journal of Sport Management, 26 463-478 (2012) [C1]
2011Carlson JL, O'Cass A, 'Creating commercially compelling website-service encounters: an examination of the effect of website-service interface performance components on flow experiences', Electronic Markets, 21 237-253 (2011) [C1]
2011Carlson JL, O'Cass A, 'Managing web site performance taking account of the contingency role of branding in multi-channel retailing', Journal of Consumer Marketing, 28 524-531 (2011) [C1]
2011Carlson JL, O'Cass A, 'Developing a framework for understanding e-service quality, its antecedents, consequences, and mediators', Managing Service Quality, 21 264-286 (2011) [C1]
2010Carlson JL, O'Cass AG, 'Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites', Journal of Services Marketing, 24 112-127 (2010) [C1]
2010O'Cass AG, Carlson JL, 'Examining the effects of website-induced flow in professional sporting team websites', Internet Research, 20 115-134 (2010) [C1]
2010Voola R, Carlson JL, Womg HJ, Li JHJ, 'Resource-based model of e-business adoption in China: An empirical investigation', Journal of Technology Management in China, 5 227-244 (2010) [C1]
2005Sinnappan S, Carlson JL, Sukunesan BP, 'Website quality in the Australian electronic marketspace: Application of the WebQual Instrument', Journal of IT in Asia, 1 53-68 (2005) [C1]
2004Voola R, Carlson JL, West A, 'Emotional intelligence and competitive advantage: Examining the relationship from a resource-based view', Strategic Change, 13 83-93 (2004) [C1]
2003Carlson JL, Rosenberger III PJ, Muthaly S, 'Nothing but Net! A Study of the Information Content in Australian Professional Basketball Websites', Sport Marketing Quarterly, 12 184-189 (2003) [C1]
Show 15 more

Conference (28 outputs)

YearCitationAltmetricsLink
2013Ahrholdt D, Carlson J, O'Cass A, 'Perceived Online Channel Value in Multi-Channel Services: Exploring its Multidimensionality and Nonlinear Effects on Intentions across Service Sectors and Country Markets', Australia and New Zealand Marketing Academy, Auckland, New Zealand (2013) [E1]
2013Carlson J, Rosenberger III PJ, Rahman M, 'Advancing a conceptual model for understanding the drivers of group-oriented travel behaviour to large-scale events', Marketing Relevance - Academy of Marketing Conference, 8-11 July 2013, Cardiff, Wales, UK (2013) [E1]
2013Hernandez J, Carlson J, Rosenberger III PJ, 'Towards a Framework for Understanding Enduring Transformational Consumption Choices: A Mental Health Perspective', Marketing Relevance - Academy of Marketing Conference, 8-11 July 2013, Cardiff, Wales, UK (2013) [E1]
2012Lucas BJ, Carlson JL, 'Understanding e-WOM Influence using social location based services: Qualitative evidence from service encounters', ANZMAC 2012 Proceedings, Adelaide, SA (2012) [E1]
2012Lucas BJ, Carlson JL, 'Exploring factors affecting mobile social media interactions within service environments: A theoretical framework', ANZMAC 2012 Proceedings, Adelaide, SA (2012) [E1]
2012Regan N, Rosenberger III PJ, Carlson JL, 'Modelling the effects of group-travel motivations and destination image for major social-oriented events', Academy of Marketing Conference 2012. Marketing: Catching the Technology Wave. Conference Proceedings, Southampton, UK (2012) [E1]
2011Carlson JL, O'Cass AG, 'Examining the formation of website attitudes toward multi-channel retailers through service branding and website capabilities', Thought Leaders in Brand Management Conference 2011: Academic Papers, Lugano, Switzerland (2011) [E1]
2011Carlson JL, Tung B, 'Examining the interrelationships of relationship quality, customer loyalty and cross buying behaviour in the Hong Kong retail banking industry', ANZMAC2011 Proceedings. Marketing in the Age of Consumerism: Jekyll or Hyde?, Perth (2011) [E1]
2011Hernandez JK, Carlson JL, Rosenberger III PJ, 'Exploring the impact of sexual content and sexual self-schema on advertising effectiveness of female consumers: A conceptual framework', ANZMAC2011 Proceedings. Marketing in the Age of Consumerism: Jekyll or Hyde?, Perth (2011) [E1]
2010Carlson JL, O'Cass AG, 'Examining the effects of perceived web innovateness in e-retailing', ANZMAC 2010. Australian and New Zealand Marketing Academy Conference 2010 - 'Doing More with Less', Canterbury, NZ (2010) [E1]
2010Carlson JL, Voola R, 'Promoting internationalisation of the curriculum, critical thinking and the T-shaped business graduate in the post Global Financial Crisis age', Conference Proceedings: 2nd International Workshop on Business Education and Research, Kuala Lumpur, Malaysia (2010) [E2]
2010Tung B, Carlson JL, 'Examining the effect of relationship quality in the Hong Kong retail banking sector', Conference Proceedings: 2nd International Workshop on Business Education and Research, Kuala Lumpur, Malaysia (2010) [E2]
2010Regan N, Rosenberger III PJ, Carlson JL, 'An analysis of group-travel motivations for major social-orientated events', Conference Proceedings: 2nd International Workshop on Business Education and Research, Kuala Lumpur, Malaysia (2010) [E2]
2009Carlson JL, O'Cass AG, 'Creating compelling e-service encounters: Examining e-service attributes and flow', ANZMAC 2009 Papers, Melbourne, VIC (2009) [E1]
2009Carlson JL, O'Cass AG, 'Examining the effects of the offline corporate brand and online e-service delivery on consumer trust in e-retailing', ANZMAC 2009 Papers, Melbourne, VIC (2009) [E1]
2009Regan N, Carlson JL, Rosenberger III PJ, 'Examining the antecedents of group-oriented travel behaviour to large-scale events: A conceptual model and propositions', ANZMAC 2009 Papers, Melbourne, VIC (2009) [E1]
2008Carlson JL, O'Cass AG, 'Investigating the relationships between e-service quality, product involvement and flow on behavioural intentions of e-services', Australia and New Zealand Marketing Academy Conference 2008: Shifting the Focus from Mainstream to Offbeat, Sydney, NSW (2008) [E1]
2008O'Cass AG, Carlson JL, 'Examining the relationships between attributes of e-service delivery, involvement, trust and behavioural intentions in the Internet environment', Australia and New Zealand Marketing Academy Conference 2008: Shifting the Focus from Mainstream to Offbeat, Sydney, NSW (2008) [E1]
2007Carlson JL, O'Cass AG, 'An investigation of B2C Internet commerce: E-service quality's impact on satisfaction, attitudes and behaviours', 3Rs: Reputation, Responsibility & Relevance, Dunedin, N.Z. (2007) [E1]
2005Carlson JL, Voola R, Sinnappan S, 'The role of on-line profiling, service quality, satisfaction and loyalty in developing a CRM capability: Propositions and considerations', ANZMAC 2005 Conference: Strategic Marketing and Market Orientation, Fremantle, WA (2005) [E1]
2004Sinnappan S, Carlson JL, 'An examination of website quality dimensions in Australian e-retailing: A confirmatory factor analysis approach', Intelligent Information Technology: 7th International Conference on Information Technology, CIT 2004 Proceedings, Hyderabad, India (2004) [E1]
2003Carlson JL, Quazi AM, Keating BW, 'Consumer-Based Brand Equity in the Online Environment: A Conceptual Model for Professional Sport Websites', Marketing across Borders and Boundaries: Understanding Cross-Functional and Inter-Disciplinary Interfaces Within an Increasingly Global Environment, Perth WA (2003) [E1]
2003Carlson JL, Voola R, Quazi AM, Kriz AP, 'E-Service, Satisfaction, Perceived Value and Behavioural Intentions in Professional Sport: Opportunities and Considerations', The Future of Marketing with Particular Reference to Asia and the Antipodes, Sydney (2003) [E1]

Co-authors: Anton Kriz

2002Carlson JL, Rosenberger III PJ, Voola R, ''GAME ON! Battle of the Footy Codes:A Study of the Information Content of Australian Rules Football and Rugby League Professional Sport Websites'', Proceedings of the Doing Business Across Borders Conference 2002, Newcastle, Australia (2002) [E1]
2002Carlson JL, Quazi AM, Muthaly S, 'Enhancing Fan Identification and Brand Equity in the Online Environment:A Conceptual Framework for Professional Sport Websites', Proceedings of the Australian and New Zealand Marketing Academy Conference, Melbourne (2002) [E1]
2002Carlson JL, Voola R, Rosenberger III PJ, Paynter JS, 'A Descriptive Framework for Website Assessment:Opportunities and Considerations for Sport Marketers', International Conference, Indian Institute of Management, Bangalore (2002) [E1]
2002Voola R, West A, Carlson JL, Malik I, 'Key success factors for marketing high technology to Australian small and medium enterprises: A practitioner's perspective', International Conference Marketing of Technology Oriented Products and Services in the Global Environment: Proceedings, Bangalore (2002) [E2]
2001Rosenberger III PJ, Carlson JL, Muthaly S, 'Goal!: An Exploratory study of the information content in the Australian national soccer league websites', Bridging Marketing Theory and Practice, Auckland, New Zealand (2001) [E1]
Show 25 more
Edit

Grants and Funding

Summary

Number of grants5
Total funding$32,428

- 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.

2013 (2 grants)

Crafting Strategies for Multichannel Retailing in Global Markets$13,150
Funding Body: University of Newcastle

SchemeRole
Special Project GrantChief Investigator
Total AmountFunding StartFunding Finish
$13,15020132013
GNo:184515136

Modelling the determinants of group-oriented travel intentions to major events$8,500
Funding Body: University of Newcastle

SchemeRole
Special Project GrantChief Investigator
Total AmountFunding StartFunding Finish
$8,50020132013
GNo:184515120

2008 (2 grants)

Linking e-service quality, perceived value and customer loyalty in the Australian e-marketspace$7,445
Funding Body: University of Newcastle

Project Team
Doctor Jamie Carlson
SchemeRole
New Staff GrantChief Investigator
Total AmountFunding StartFunding Finish
$7,44520082008
GNo:G0188910

International Conferece on Brand Management, Institute of Management Technology, Ghaziabad, India, 21/11/2008 - 22/11/2008$1,700
Funding Body: University of Newcastle

Project Team
Doctor Jamie Carlson
SchemeRole
Travel GrantChief Investigator
Total AmountFunding StartFunding Finish
$1,70020082008
GNo:G0189398

2007 (1 grants)

2007 Australian New Zealand Marketing Academy Conference, Dunedin, New Zealand, 3/12/2007 - 5/12/2007$1,633
Funding Body: University of Newcastle

Project Team
Doctor Jamie Carlson
SchemeRole
Travel GrantChief Investigator
Total AmountFunding StartFunding Finish
$1,63320072007
GNo:G0188440
Edit

Research Supervision

Number of current supervisions3
Total current UoN PhD EFTSL1.8

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
20132017PhD (Management)Co-SupervisorE-Procurement in B2B Relationship
20132017PhD (Management)Principal SupervisorSelf-Disclosure Behaviour via Mobile Devices in Real-World Service Encounters
20122016PhD (Management)Principal SupervisorExamining the Factors Influencing Consumers' Adoption of Transformational Consumption Offerings: An Application in Mental Health

Past Supervision

YearProgramSupervisor TypeResearch Title
2014Honours Marketing
University of Newcastle
Principal SupervisorAn Empirical Investigation of the Antecedents and Consequences of Customer Brand Engagement in the Social Media Environment
2013Honours Marketing
University of Newcastle
Principal SupervisorFactors Affecting Consumer Mobile Social Media Interactions within Offline Service Encounters
2013 Marketing
DBA, University of Newcastle
Principal SupervisorAn Empirical Study of Factors Driving Complaint Behaviour Intentions of Retail-customers in the Hong Kong Telecommunications Industry
2013 Marketing
DBA, University of Newcastle
Principal SupervisorAn Examination of the Impact of a Relationship Marketing Orientation on Business Performance Outcomes in Hong Kong
2011Honours Marketing
University of Newcastle
Principal SupervisorAn Examination of the Influence of Sexual Content and Sexual Self-Schema on Advertising Effectiveness of Australian Female Consumers
2011 Marketing
DBA, University of Newcastle
Principal SupervisorAn Empirical Study on the Drivers of Cross-buying Intentions of Consumers in the Hong Kong Retail Banking Industry
2010Honours Marketing
University of Newcastle
Principal SupervisorExploring the Antecedents of Consumer Attitudes Towards Group-oriented Event Travel of Australian Consumers
Edit

Dr Jamie Carlson

Work Phone(02) 4921 5578
Fax(02) 4921 7398
Email
PositionsSenior Lecturer
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
UNH320B ,
University House,
City Precinct
URL:www.newcastle.edu.au/profile/jamie-carlson