Dr Tom Chen

Senior Lecturer

Newcastle Business School

Career Summary


Dr Tom Chen is a Lecturer in Marketing in the Newcastle Business School at the University of Newcastle, Australia. He holds a PhD from Queensland University of Technology. His recent work investigates how and why consumers voluntarily engage in a value co-creation process. His recent publication in the Journal of Marketing Management proposes Experience Sharing as a type of value creation effort essential to co-creation in service. He was also the initiator and the co-chair of the Co-creation in Service Symposium (CCIS) 2013. His current research interests include consumer initiated engagement and value creation phenomena, service-dominant/ service logic, service systems and service innovations,digital marketing and social media research, and transformative service and consumer research, social business and community engagement.

Research Expertise
Co-creation, Customer Engagement Service Innovation (Broadband-enabled and mobile Internet services), Collective Consumption, Crowdsourcing/fuding, Sharing Economy, Social Impact & Entrepreneurship, Community & Citizen engagement, Transformative Service and Consumer Research

Teaching Expertise
Digital Marketing, Marketing Managment and Strategy 

Between 2011 and 2014, He visited ESCP Berlin, Hanken School of Economics, Free University of Berlin and King's College London as a visiting scholar.


  • PhD (Marketing), Queensland University of Technology
  • Master of Science (Finance), Lancaster University - England


  • Co-creation
  • Customer Engagement
  • Digital Marketing
  • Marketing Management and Strategy
  • Service Innovation


  • Mandarin (Fluent)

Fields of Research

Code Description Percentage
150599 Marketing not elsewhere classified 100

Professional Experience

UON Appointment

Title Organisation / Department
Senior Lecturer University of Newcastle
Newcastle Business School



Year Title / Rationale
2013 Co-creation in Service Symposium 2013/ Co-Chair
Organisation: University of Newcastle Description: The initiator and co-chair of the Co-creation in Service Symposium 2013.


For publications that are currently unpublished or in-press, details are shown in italics.

Journal article (7 outputs)

Year Citation Altmetrics Link
2017 Hollebeek L, Srivastava R, Chen C, 'S-D logic¿informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM', Journal of the Academy of Marketing Science, 45 (2017)
DOI 10.1007/s11747-016-0494-5
2016 Hollebeek L, Conduit J, Sweeney J, Soutar G, Karpen I, Jarvis W, Chen C, 'Epilogue to the Special Issue and reflections on the future of engagement research', Journal of Marketing Management, 32 586-594 (2016) [C1]
Citations Scopus - 4Web of Science - 3
2016 Kleinaltenkamp M, Plewa C, Karpen I, Gudergan S, Chen C, 'Usage Center ¿ Value cocreation in multi-actor usage processes', Journal of Service Theory and Practice, (2016)
Co-authors Siggi Gudergan
2016 Suetrong P, Pires GD, Chen C, 'Conceptualising the effect of brand love on consumers¿ repurchase intentions for consumer products', Global Business and Economics Review, (2016)
Co-authors Guilherme Pires
2014 Hollebeek LD, Chen C, 'Exploring positively- versus negatively-valenced brand engagement: a conceptual model', Journal of Product & Brand Management, 23 62-74 (2014) [C1]
DOI 10.1108/JPBM-06-2013-0332
2012 Chen C-H, Drennan J, Andrews L, 'Experience sharing', Journal of Marketing Management, 28 1535-1552 (2012) [C1]
DOI 10.1080/0267257X.2012.736876
Citations Scopus - 15
2007 Chen C-H, Sullivan Mort G, 'Consumers' technology adoption behaviour: an alternative model', The Marketing Review, 7 355-368 (2007) [C2]
DOI 10.1362/146934707X251119
Show 4 more journal articles

Conference (8 outputs)

Year Citation Altmetrics Link
2014 Chen T, Leo C, Chou C, 'A Conceptualisation of Ownership of Value Initiation (OVI) in Service Co-Creation', http://www.anzmac.org/_resourceitems/1423706904ANZMAC%202014%20Proceedings.compressed.pdf (2014) [E3]
2013 Hollebeek L, Chen T, 'Positively- Vs. Negatively-Valenced Engagement: Implications for S-D Logic', http://www.naplesforumonservice.it/uploads/files/Hollebeek,%20Chen.pdf (2013)
2011 Chen T, 'User Experience Sharing: A Conceptual Model Of Consumer Initiated Value Co-Creation', http://convention2.allacademic.com/one/ama/summer11/ (2011)
2011 Chen CH, 'Extending Service Dominant Logic: Proposition, Lexicon and Framework', http://www.naplesforumonservice.it/uploads//files/Chen%20Extending%20Service%20Dominant%20Logic%20Proposition%2C%20Lexicon%20and%20Framework.pdf (2011)
2009 Chen T, Drennan J, Andrews L, 'The Rise of Smart Consumers', http://www.duplication.net.au/ANZMAC09/papers/ANZMAC2009-392.pdf (2009)
2009 Chen CHT, 'Smart Consumers', http://www.emac-online.org/userfiles/file/pages%20int%20N%C2%B03.pdf (2009)
2007 Chen CH, Mort G, 'Ready or not? That is the question for Consumer Technology Acceptance', http://www.anzmac.org/conference_archive/2007/papers/C%20Chen_1a.pdf (2007)
2007 Chen CH, Mort G, 'Household end user evaluations of alternative consumer technology: technology readiness, risk and value', https://www.academyofmarketing.org/conference-history/conference-history (2007)
Show 5 more conferences

Grants and Funding


Number of grants 1
Total funding $5,000

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

20131 grants / $5,000

Ownership of Value initiation: Scale development and validation$5,000

Funding body: University of Newcastle

Funding body University of Newcastle
Project Team Doctor Tom Chen
Scheme New Staff Grant
Role Lead
Funding Start 2013
Funding Finish 2013
GNo G1300666
Type Of Funding Internal
Category INTE

Research Supervision

Number of supervisions


Total current UON EFTSL


Current Supervision

Commenced Level of Study Research Title Program Supervisor Type
2014 PhD Examining the effect of brand love on consumers' repurchase intentions for consumer products PhD (Management), Faculty of Business and Law, The University of Newcastle Co-Supervisor
2013 PhD The Role of Tourism in International PhD Students' Value-In-Use Creation Process; A Service-Logic Perspective PhD (Management), Faculty of Business and Law, The University of Newcastle Co-Supervisor

Dr Tom Chen


Senior Lecturer
Newcastle Business School
Faculty of Business and Law

Contact Details

Email tom.chen@newcastle.edu.au
Phone (02) 4921 5047


Room NUH 3.28
Location Callaghan
University Drive
Callaghan, NSW 2308