Biography

Jamie is a Senior Lecturer in Marketing at the Newcastle Business School and teaches in the area of Services Marketing, Consumer Behaviour and International Marketing. 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.

Jamie's research interests focus on understanding the firm-customer interface across various service platforms, with particular emphasis on the role of technology. Jamie's publications appear in the Journal of Services Marketing, Journal of Consumer Marketing, Managing Service Quality, Electronic Markets, Internet Research, Journal of Travel and Tourism Marketing and others. He has also produced various case studies for Consumer Behaviour and Marketing Strategy textbooks. Jamie has also presented his work at various international conferences where he has also received best paper awards. He has been a reviewer for the Journal of Services Marketing, European Journal of Marketing, Journal of Business Research, Decision Support Systems, Management Decision, Internet Research and European Business Review. Jamie has also been a visiting academic at the University of Sydney and the University of Hamburg, Germany.

Qualifications

• PhD (Management), University of Newcastle, 2006
• Bachelor of Business (Honours), University of Newcastle, 2000

Research

Research keywords

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

Research expertise

Jamie's research program is primarily focused on understanding service performance and consumer behaviour issues across various service platforms, contexts and cultures, with a particular emphasis on technology. Such research and insights on these issues enables firms to better optimize the delivery of compelling customer experiences that drive firm performance. Other research interests include agile commerce, multi-channel marketing, branding and international marketing. Current research projects include;

Optimizing online channel performance:

This stream of research focuses on improving service delivery processes via electronic networks from the customer perspective. Projects focus on the conceptualisation and measurement properties of e-service quality and modelling its effects in the e-commerce environment and across cultures. Jamie is interested in supervising research students in this area.

Enhancing online consumer behaviour:

This research stream focuses on how firms can develop compelling customer experiences that drive customer loyalty across customer touch points including online environments, physical locations, and mobile devices. Research projects examine flow theory in electronic environments, brand image congruency across service channels and consumer adoption of mobile commerce. Jamie is interested in supervising research students in these areas.

Customer experience management:

This research stream examines a variety of consumer behaviour issues across industry settings. 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, and optimizing the intensity of emotional appeals to enhance advertising effectiveness.

Fields of Research

Centres and Groups

Centre

• Research Institute - The Centre for Institutional and Organisational Studies

Memberships

Committee/Associations (relevant to research).

• Member - Academy of Marketing Science
• Member - Academy of Marketing UK
• Member - Australia and New Zealand Marketing Academy

Awards

Recognition.

Research Award.

Teaching interests

• Services marketing
• Consumer behaviour
• International Marketing

Courses

• MKTG3040 - Services Marketing
• MKTG2101 - Consumer Behaviour
• MKTG3060 - International Marketing