Highlighted Publications

Year	Citation	Nova
2007	Dean Alison Mary, '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]
2006	Little M M, Dean Alison Mary, 'Links between service climate, employee commitment and employees' service quality capability', Managing Service Quality, 16 460-476 (2006) [C1]

Publications

For items published while at an institution other that the University of Newcastle, details are shown in italics.

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

Chapters In A Book (2 outputs)

Chapter in A1 Book (B1) (2 outputs)

Year	Citation	Nova
2008	Marimuthu Malliga, Dean Alison Mary, '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]
2005	DEAN A, RAINNIE A, 'Symbolic Analysts in the New Economy: Call Centres in Less Favoured Regions', New regionalism in Australia, Ashgate Publishing, Surrey 103-122 (2005) [B1]

Journal Articles (24 outputs)

Refereed Article in a Scholarly Journal (C1) (23 outputs)

Year	Citation	Nova
2012	Dean Alison Mary, Rolland Sylvie E, 'Using an age-based lens to test the antecedents of value in retail', Der Markt: International Journal of Marketing, 50 85-100 (2012) [C1]
2009	Dean Alison Mary, Rainnie Al, '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]
2009	Wong Amy, Dean Alison Mary, 'Enhancing value for Chinese shoppers: The contribution of store and customer characteristics', Journal of Retailing and Consumer Services, 16 123-134 (2009) [C1]
2007	Dean Alison Mary, '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]
2006	Bill Suen, Dean Alison Mary, Linda Mcguire, 'Service quality in community pharmacies - comparing perceptions of customers and staff', Australian Pharmacist, 25 650-656 (2006) [C1]
2006	Little M M, Dean Alison Mary, 'Links between service climate, employee commitment and employees' service quality capability', Managing Service Quality, 16 460-476 (2006) [C1]
2004	DEAN A M, 'Links between organisational and customer variables in service delivery: Evidence, contradictions and challenges', Journal of Service Management, 15 332-350 (2004) [C1]
2004	DEAN A, 'Rethinking customer expectations of service quality: Are call centres different?', Journal of Services Marketing, 18 60-78 (2004) [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, 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, 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, 'Issues and Challenges in Delivering HR Programs by Distance Education', Asia Pacific Journal of Human Resources, 37 20-38 (1999) [C1]
1999	Dean A, 'The Applicability of SERVQUAL in Different Healthcare Environments', Health Marketing Quarterly, 16 1-21 (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	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	Wong A, Dean A, White C, 'Customers Behavioural Intentions in the Hospitality Industry', Australian journal of Hospitality Management, 6 53-60 (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]
1998	Terziovski M, Dean A, 'Best Predictors of Quality Performance in Australian Service Organisations', Managing Service Quality, 8 359-366 (1998) [C1]

Non Refereed Article in a Professional Journal (C3) (1 outputs)

Conference Publication (21 outputs)

Full Written Paper - Refereed (E1) (20 outputs)

Year	Citation	Nova
2009	Dean Alison Mary, 'Using service logic to interpret customers' experiences during call centre interactions', ANZMAC 2009 Papers, Melbourne, VIC (2009) [E1]
2009	Dean Alison Mary, Cowley Kym, 'Creating a foundation for generic skills by embedding information literacy in commencing student assessment tasks', ANZMAC 2009 Papers, Melbourne, VIC (2009) [E1]
2009	Dean Alison Mary, Cowley Kym, Yung Michelle Lok Tung, '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]
2009	Meshram Kanika, Dean Alison Mary, Cowley Kym, 'The role of customer community in value co-creation for third places: An example of senior citizens', ANZMAC 2009 Papers, Melbourne, VIC (2009) [E1]
2008	Bruff Christine Margaret, Dean Alison Mary, Cheek Bruce Ross, Nolan John Anthony, 'Does technology use affect university students' perception of value?', Proceedings of the IADIS International Conference e-Society 2008, Algarve, Portugal (2008) [E1]
2007	Bruff Christine Margaret, Dean Alison Mary, Cheek Bruce Ross, Nolan John Anthony, '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]
2006	Amy Wong, Dean Alison Mary, 'Enhancing value for Chinese shoppers: Store and customer characteristics', Conference Proceedings 3rd International Conference on Contemporary Business, Leura, Australia (2006) [E1]
2006	Bruff Christine Margaret, Cheek Bruce Ross, Dean Alison Mary, Nolan John Anthony, 'Different education delivery modes: Meeting students' needs', Different Educational Delivery Modes: Meeting students' need, Dublin, Ireland (2006) [E1]
2006	Dean Alison Mary, Webster Cynthia Marie, 'Comparing factors that contribute to value: The case of seniors and shopping', ANZMAC 2006 Conference Proceedings, Brisbane, Australia (2006) [E1]
2006	Malliga Marimuthu, Dean Alison Mary, '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	Webster Cynthia Marie, Dean Alison Mary, 'Controversies in social marketing: The way forward', 3rd Australasian Nonprofit and Social Marketing Conference 2006 Proceedings, Newcastle, Australia (2006) [E1]
2005	Bruff Christine Margaret, Dean Alison Mary, Nolan John Anthony, '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]
2005	Dean Alison Mary, 'Frontline Employees' Views on the Factors that affect the Delivery of Service Quality', ANZMAC - Broadening the Boundaries, Fremantle, Western Australia (2005) [E1]
2005	Wong Amy, Dean Alison Mary, 'The Effects of Store and Customer Characteristics on Value and Loyalty', ANZMAC - Broadening the Boundaries, Fremantle, Western Australia (2005) [E1]
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]

Extract of Paper (E3) (1 outputs)