Professor Jamie Carlson
Professor
Newcastle Business School (Marketing)
- Email:jamie.carlson@newcastle.edu.au
- Phone:(02) 4921 5578
Making the intangible, tangible: service in a socially connected and technology-driven world
As our economy transitions towards a service-oriented model, Professor Jamie Carlson's research agenda mirrors this evolution. Aligned with the Federal Government’s ‘Growth Through Innovation’ agenda, and the United Nations Sustainable Development Goals Framework, his focus is on fostering the design of socially responsible customer experiences by organisations amidst intense global competition.
Problems and solutions
"In today's landscape of globalisation, technological disruption, and sustainability imperatives, reimagining management paradigms is vital for enhancing firm-consumer interactions," he asserts.
"Our efforts, spanning my own and those of my colleagues and research students, are pivotal in ensuring that firms craft immersive, and socially responsible customer experiences grounded in both physical and virtual environments, transcending traditional product-centric approaches."
He emphasizes the significance of this endeavour, particularly considering the service sector's predominant role in the national economy, contributing nearly 80% of the GDP and supporting a vast workforce. Particularly given Australia's service sectors are diverse and encompass various industries, including tourism, financial services, healthcare, education, media and entertainment, retail trade and information and communication technology.
"Consumer touchpoints now extend beyond physical settings to encompass a plethora of digital and social media platforms, wearable and extended reality technologies," he elaborates.
"By integrating insights from diverse disciplines like marketing, psychology, information systems, and computer science, we identify avenues and opportunities for enhanced customer engagement, value creation, productivity, and profitability."
All about the consumer
Jamie's current research spans multinational and interdisciplinary collaborations, focusing on three core areas: 1) understanding how customer’s engage with physical and virtual channels, 2) understanding service design and consumer behaviour issues in service industries, and 3) understanding consumer adoption and sustained engagement with e-health services.
"Exploring these domains allows us to guide firms in the design, delivery and optimisation of consumption experiences, fostering customer satisfaction, loyalty, and value generation," he confirms.
"We're witnessing a paradigm shift where consumers actively shape their consumption journeys, seeking both individualised and communal-based brand experiences across different touchpoints."
He underscores the symbiotic relationship between consumers and brands, where empowered consumers contribute value beyond mere purchases, serving as advocates and innovation catalysts through social media engagement and product feedback loops to inform improvements of brand experiences.
Additionally, he highlights the imperative of understanding and mitigating the negative effects of technology on consumer well-being and brand engagement.
Making the intangible, tangible: service in a socially connected and technology-driven world
Jamie is a Senior Lecturer in Marketing at the Newcastle Business School and teaches in the area of Services Marketing and Consumer Behaviour.
Career Summary
Biography
Jamie is a Professor in Marketing, and Deputy Head of School - Research at the Newcastle Business School and teaches in the area of Services Marketing, Marketing Management and Consumer Behaviour. His research program focuses upon customer experience management issues relating to how organisations can better engage their customers. A particular emphasis of this work has focused on the customer-technology interface (i.e. Omni-channel marketing, e-commerce, social media, Augmented Reality (AR) and Virtual Reality (VR) to both create new sources of value for customers and increase operational agility in service of customers. Jamie's research program is aligned to the priorities of the Australian government to revitalize growth through innovation in the digital era, the UN Sustainable Development Goals and the research priorities of the Marketing Science Institute (U.S.).
Contributions to the scholarly literature arising from his research program have been made to developing frameworks to better understand e-service quality management, online flow (immersive) experiences, customer engagement, value creation, and adoption of e-health services. Jamie's work is multidisciplinary in nature which span marketing (Journal of Retailing, European Journal of Marketing, Journal of Business Research, Journal of Services Marketing, Journal of Retailing & Consumer Services, Industrial Marketing Management, Journal of Service Theory and Practice, Journal of Consumer Marketing, Journal of Marketing Management and others), information science (International Journal of Information Management, Electronic Markets, Internet Research, PLoS ONE) and tourism/leisure fields (Journal of Travel Research, Journal of Sport Management, Journal of Travel and Tourism Marketing).
Jamie is a principal supervisor at the PhD, DBA and Honours level. Working alongside his students, this work has made scholarly contributions to journals in areas of customer engagement in digital media, service experience management, relationship quality, cross buying behaviour, emotional appeals in advertising, and drivers of group travel behaviour. His students have published in international journals (e.g. Journal of Marketing Management, PLoS ONE, Journal of Brand Management, Journal of Strategic Marketing, Journal of Travel & Tourism Marketing, Services Marketing Quarterly) and received recognition including faculty medals, best paper conference awards and the Arizona State University (U.S.) Center for Service Leadership/Liam Glynn Research Scholarship Award by the Service Special Interest Group (SERVSIG) of the American Marketing Association and have now positions at universities including UoN priority research centres and international universities such as the University of Maastricht, Netherlands; Macquarie University, Australia; Dortmund University, Germany; UTS; Hang Seng Management College, Hong Kong; and HKUSPACE College, Hong Kong and positions within the marketing profession.
Jamie has served the University of Newcastle in leadership positions including Deputy Head of School - Research (2022-), Assistant Dean Research and Engagement in the Faculty of Business and Law (2018-2020), Head of Marketing discipline (2017-2018), Interim Assistant Dean Internationalisation (2014) and Program Convenor Masters of Marketing (2010-2015).
He is a member of the editorial board for the Journal of Consumer Marketing. He has been a reviewer for the Journal of Retailing and Consumer Services, Journal of Services Marketing, European Journal of Marketing, Journal of Business Research, Industrial Marketing Management, Journal of Marketing Management, Decision Support Systems, Information & Management and Internet Research. Jamie has co-led as guest editor special issues on various topics related to his research on "More supportive or more distractive? Investigating the negative effects of technology at the customer interface" in the International Journal of Information Management, "Re-imagining Marketing Scholarship in the era of the UN Sustainable Development Goals" in the Australasian Marketing Journal, "Retailing and Consumer Services in Emerging Markets" in the Journal of Retailing and Consumer Services. He has also presented his work at various international conferences where he has also received best paper awards. He has also been co-track chair (w/ Dr Alex Taylor and Dr Syed Rahman) of the Digital Marketing track at Australia and New Zealand Marketing Academy Conference 2023, co-track chair (w/ Prof. Marko Sarstedt) of the Marketing Analytics track at the Academy of Marketing Science conference 2018. 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
- Bachelor of Business, University of Newcastle
- Bachelor of Business (Honours), University of Newcastle
Keywords
- Consumer Behaviour
- Multi-channel Marketing
- Service Performance
- Technology in Marketing
Fields of Research
Code | Description | Percentage |
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350611 | Service marketing | 50 |
350605 | Marketing management (incl. strategy and customer relations) | 50 |
Professional Experience
UON Appointment
Title | Organisation / Department |
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Professor | University of Newcastle Newcastle Business School Australia |
Membership
Dates | Title | Organisation / Department |
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1/1/2014 - | Membership - American Marketing Association | American Marketing Association United States |
1/1/2014 - | Membership - Marketing Science Institute | Marketing Science Institute Australia |
1/1/2001 - | Membership - Australia and New Zealand Marketing Academy | Australia and New Zealand Marketing Academy Australia |
Awards
Recognition
Year | Award |
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2010 |
Vice-Chancellor's Citation for Outstanding Contribution to Student Learning University of Newcastle |
Research Award
Year | Award |
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2022 |
Top 25 Most Cited Articles in 2021 out of all the papers published during that year “Setting the future of digital and social media marketing research: Perspectives and research propositions”. International Journal of Information Management. Elsevier |
2022 |
Top 10 Most Downloaded Articles in 2021 out of all the papers published during the same year. “Setting the future of digital and social media marketing research: Perspectives and research propositions”. International Journal of Information Management. Elsevier |
2022 |
Top 10 Most Downloaded Articles in 2021 out of all the papers published in the journal’s history. “Setting the future of digital and social media marketing research: Perspectives and research propositions”. International Journal of Information Management. Elsevier |
2022 |
Best paper award in the Australasian Marketing Journal for 2022. "Advancing food well-being in poverty through intersectionality". Sage Publications |
2022 |
Top 25 Most Cited Articles in 2021 out of all the papers published in the journal’s history. “Setting the future of digital and social media marketing research: Perspectives and research propositions”. International Journal of Information Management. Elsevier |
2019 |
Highly Commended Award by the Journal of Services Marketing for the paper "Customer Engagement Behaviours in Social Media: Capturing Innovation Opportunities". Presented at Frontiers in Service Conference, 2019, Singapore. Emerald Group Publishing Limited |
2017 |
Best paper in Non-profit Marketing and Social Marketing Track. Toward an Understanding of Mental Health Service Adoption: A Mixed Method Approach (w/ Jessica Wyllie) Academy of Marketing |
2017 |
Best paper in the Asia-Pacific Marketing Track. Cultivating Customer Engagement Behaviour in Social Media Brand Communities: Examining the Impact of Website Characteristics and Virtual Experiences. (w/ M Rahman) Academy of Marketing |
2016 |
Best conference paper and Best in Electronic Marketing Track. Feel the VIBE: Assessing Value-in-the-Brand page-Experience and its Impact on Customer Engagement Behaviour with Brands in Social Media (w/Alex Taylor and M Rahman) Academy of Marketing |
2015 |
Best in Tourism Marketing Track. Modelling Value Drivers of Group Oriented Travel Experiences to Major Events and their influence on Satisfaction and Future Travel Intentions'. (w/ PJ Rosenberger, M Rahman) Academy of Marketing |
2014 |
Best in Non-profit Marketing Track. Should I or Shouldnt I…Help-Seeking for my Mental Well-being (w/ Jessica Wyllie, PJ Rosenberger) Academy of Marketing |
2010 |
Best in Digital Marketing Track. Examining the Effects of Perceived Web Innovativeness in e-Retailing (w/ Aron O'Cass) Australia and New Zealand Marketing Academy Conference |
2003 |
Website Quality in the Australian Electronic Marketspace: Application of the WebQual Instrument (w/ Suku Sinnappan) The 3rd International Conference on Information Technology in Asia |
Publications
For publications that are currently unpublished or in-press, details are shown in italics.
Highlighted Publications
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2021 |
Dwivedi YK, Ismagilova E, Hughes DL, Carlson J, Filieri R, Jacobson J, et al., 'Setting the future of digital and social media marketing research: Perspectives and research propositions', International Journal of Information Management, 59 (2021) [C1] The use of the internet and social media have changed consumer behavior and the ways in which companies conduct their business. Social and digital marketing offers significant opp... [more] The use of the internet and social media have changed consumer behavior and the ways in which companies conduct their business. Social and digital marketing offers significant opportunities to organizations through lower costs, improved brand awareness and increased sales. However, significant challenges exist from negative electronic word-of-mouth as well as intrusive and irritating online brand presence. This article brings together the collective insight from several leading experts on issues relating to digital and social media marketing. The experts¿ perspectives offer a detailed narrative on key aspects of this important topic as well as perspectives on more specific issues including artificial intelligence, augmented reality marketing, digital content management, mobile marketing and advertising, B2B marketing, electronic word of mouth and ethical issues therein. This research offers a significant and timely contribution to both researchers and practitioners in the form of challenges and opportunities where we highlight the limitations within the current research, outline the research gaps and develop the questions and propositions that can help advance knowledge within the domain of digital and social marketing.
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2022 |
Rahman SM, Carlson J, Gudergan SP, Wetzels M, Grewal D, 'Perceived Omnichannel Customer Experience (OCX): Concept, measurement, and impact', JOURNAL OF RETAILING, 98 611-632 (2022) [C1]
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2022 |
Voola R, Carlson J, Azmat F, Viet Ngo L, Porter K, Sinha A, 'Re-imagining Marketing Scholarship in the era of the UN Sustainable Development Goals', AUSTRALASIAN MARKETING JOURNAL, 30 97-106 (2022)
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Book (1 outputs)
Year | Citation | Altmetrics | Link |
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2014 | Schiffman L, O'Cass A, Paladino A, Carlson JL, Consumer Behaviour, Pearson Australia, French's Forest, NSW, 708 (2014) [A4] |
Chapter (10 outputs)
Year | Citation | Altmetrics | Link | |||||
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2022 |
Rahman M, Carlson J, Powell W, Chen J, 'Competing Through Compelling FLOW Experiences: Examining the Antecedents and Consequences of Chinese Video Gamers: An Abstract', Developments in Marketing Science: Proceedings of the Academy of Marketing Science 515-516 (2022) The importance of the video game atmospheric cues is critical for explaining consumer attitudes and behaviors towards the game developers. Therefore, understanding the psychologic... [more] The importance of the video game atmospheric cues is critical for explaining consumer attitudes and behaviors towards the game developers. Therefore, understanding the psychological and cognitive-based aspects of gamers¿ experiences in a video game environment is important for devising strategies to gain gamers¿ loyalty, purchase intentions, and active interaction. Research has focused on understanding the psychological assessment of Flow Experiences, its drivers, and loyalty outcomes. However, more needs to be known on the role of collaboration in the Flow dimensionality and presence of future customer engagement behaviors (CEB) within the game environment. By integrating Flow theoretical basis, this study contributes to the marketing and information systems literature by examining the impact of video gamer experiences such as concentration, interactivity, telepresence, collaboration, challenge, and goals on the dimensionality of flow experience and their subsequent impact on key behavioral response outcomes such as repeat purchase and continues interaction intentions. Data were collected from 201 Chinese video gamers¿ where we used Structural Equation Modeling (SEM) to analyze our data and demonstrates the determinants of a compelling gaming experience on video game environments as represented by flow experiences that drive positive customer engagement behaviors and game loyalty. The results validate flow modeled as a higher-order construct, which unlocks and positively influences perceptions of flow experiences in a video gaming environment. Our results offer interesting insights for video game development strategy, especially video game developers to create closer player-game relationships, higher skills level games, and collaborations amongst players to provide lasting enjoyment. Game developers can deliver enhanced flow experiences amongst players by implementing in-game collaboration tools (such as Text and Voice chat), skilled based matchmaking, and third-party customization module. Game developers can also create multi-platforms compatible games where gamers can compete in multiplayer and tournament settings while live streaming to social media platforms to increase awareness, trust, and loyalty amongst players towards the developer which drives CEB. Future research can include customer in-game purchases/cross-game purchase. The theoretical model could be extended by including moderating factors such as addiction, device preference, time spent on gaming, and platform compatible games to determine the appropriate segment to deliver optimum flow experiences.
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2020 |
Carlson J, Liao YC, Rahman MM, 'Exploring Customer Engagement and Sharing Behavior in Social Media Brand Communities: Curvilinear Effects and the Moderating Roles of Perceived Innovativeness and Perceived Interactivity: An Abstract', Developments in Marketing Science: Proceedings of the Academy of Marketing Science 1-2 (2020) Given the increasing attention to building customer¿brand relationships within online brand communities (OBC) in social media, this study examines the link between customer engage... [more] Given the increasing attention to building customer¿brand relationships within online brand communities (OBC) in social media, this study examines the link between customer engagement (CE) and customer sharing behaviours across the USA and China. This study draws upon the perspective of CE to investigate how the customer¿brand relationship within the OBC affects sharing behavioural intentions under different levels of perceived OBC interactivity and innovativeness intensity. Based on a sample of 1259 OBC followers (595 US and 664 Chinese) respondents in two different social media platforms (Facebook and Weibo), hierarchical moderated regression analyses reveal that while the relationship seems straightforward, its impact is more nuanced across country markets and platforms. Our results indicate an inverted U-shaped relationship between CE and sharing behaviours, indicating there is a limit to the beneficial effect of CE. However, we consider two moderators that may influence the nonlinear relationship between CE and sharing behaviours which show that these moderating effects vary across countries. Within the US context (OBC in Facebook social media platform), the results show that perceived OBC innovativeness mitigates the U-shape effect and becomes a linear relationship. Further, considering perceived OBC interactivity, there still exists an inverted U-shaped effect although the nonlinear effect becomes lessened. Within the China context (OBC in Weibo social media platform), the moderators also impact the inverted U-shape effect, but when considering the increasing effect of perceived OBC innovativeness or perceived OBC interactivity, the inverted U-shape between CE and sharing behaviours becomes more pronounced. These results suggest that social media brand managers in the USA can increase perceived OBC interactivity and perceived OBC innovativeness in order to reduce the negative impact of CE on sharing behaviours, whereas in China, social media brand managers should be mindful of heightened perceived OBC interactivity and perceived OBC innovativeness levels to strengthen the negative impact of CE on sharing behaviours. Implications for theory and practice are discussed.
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2020 |
Wyllie J, Carlson J, Rahman MM, 'An Abstract: Burdens of Health Service Access: Examining Prospective Customers Perceptions of Clinical Help-Seeking', Developments in Marketing Science: Proceedings of the Academy of Marketing Science 493-494 (2020) Transformative services embody a fertile domain for future service research. In particular, health care necessitates the timely adoption and compliance of a myriad of transformati... [more] Transformative services embody a fertile domain for future service research. In particular, health care necessitates the timely adoption and compliance of a myriad of transformative health services by its customers as a pathway to enhance the patient journey. As adopting these services is paramount to enhancing individual and collective well-being, research is needed to understand how to encourage early intervention amongst customers at varying temporal phases of decision-making. There is growing demand for mental healthcare services; however, many individuals are reluctant to admit that they have a mental illness or to seek professional help. In spite of the well-documented role of perceived public stigma in influencing decision-making in mental health care, the role of self-stigma in the decision-making process is not well understood. This is largely due to fear of exposure, owing of the stigma associated with mental health disorders in many western and eastern societies. Stigma is thus aligned toward mental illnesses, as well as help-seeking behaviours associated with improving and/or maintaining mental well-being. As a response to this challenge, this research seeks to provide theoretical and empirical elaboration on the role of stigma and guilt as focal mechanisms in influencing prospective customers¿ adoption of transformative mental health services. Specifically, this study aims to examine the perpetual service adoption gap in mental health care and focuses on the implications of Self-Stigma and Anticipated Guilt in determining customers¿ intentions to adopt transformative health services. The proposed model encompasses an expanded view of the Theory of Planned Behaviour and is tested with data in a multi-country study setting gathered from 700 Australian and 1073 Chinese prospective customers. Results indicate that self-stigma, anticipated guilt, self-efficacy and subjective norms are major determinants of intentions to adopt. Furthermore, self-efficacy and attitude were found to play dominant roles towards self-stigma whereas subjective norms had strongest impact towards anticipated guilt. The authors conclude with managerial implications, highlighting that the importance of mental health interventions and PSAs hat foster and facilitate consumer empowerment, which in turn enhances proactive behavioural engagement with health services.
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2019 |
Carlson J, De Vries N, Moscato P, 'Clustering Consumers and Cluster-Specific Behavioural Models', Business and Consumer Analytics: New Ideas, Springer, Switzerland 235-267 (2019) [B1]
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2013 |
Carlson 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]
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2009 | O'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] | Nova | ||||||
2008 | Carlson 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] | Nova | ||||||
2003 |
Carlson 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]
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Show 7 more chapters |
Journal article (55 outputs)
Year | Citation | Altmetrics | Link | ||||||||
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2024 |
Pantano E, Carlson J, Spanaki K, Christodoulides G, 'Guest editorial: More supportive or more distractive? Investigating the negative effects of technology at the customer interface', International Journal of Information Management, 75 (2024) The continuous development of technology leads to stimuli-dense consumption environments for consumers. Although the literature primarily highlighted the advantages of adopting te... [more] The continuous development of technology leads to stimuli-dense consumption environments for consumers. Although the literature primarily highlighted the advantages of adopting technologies to support consumers¿ decision-making process, these systems may also require too much attention and excessive effort to be considered always rewarding. Accordingly, this special issue addresses the interplay between technology-supported consumption experiences and the related distracting mechanisms triggered by this interaction in varied contexts. Specifically, the actual collection of papers in this special issue covers three main themes: (1) conceptualizing a Customer Smartphone Distraction (CSD) organizing framework, (2) drivers (including musical atmosphere, the context of the application, parasocial interaction and anthropomorphisms of virtual agents), and (3) consequences (cognitive, affective and behavioral responses, including sensory overload and discomfort).
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2024 |
Aldhamiri A, Carlson J, Vilches-Montero S, Rahman SM, Gudergan SP, 'What drives higher active customer engagement in luxury brands social media? Measurement and contingencies', Journal of Retailing and Consumer Services, 79 (2024) [C1] This study investigates customer engagement behaviors related to luxury brands on social media, focusing on the motives driving active and passive engagement. Applying a sequentia... [more] This study investigates customer engagement behaviors related to luxury brands on social media, focusing on the motives driving active and passive engagement. Applying a sequential mixed methods approach, drawing on netnographic and survey data analyses, the study identifies 10 emergent themes across intrinsic and extrinsic motives that shape overall motivation for social media engagement with luxury brands. Findings from the netnographic analysis provide empirical insights into customer motivations, which inform the development of hypotheses tested through quantitative analysis. The results highlight the roles of intrinsic motivations, such as entertainment, authenticity, gratitude, experience sharing, nostalgia, aesthetics, and lifestyle inspiration. Further, extrinsic motivations such as social support, utilitarian rewards, and social status seeking are revealed to influence customers' attitudes and behaviors toward luxury brands on social media. The findings regarding the necessary condition and importance-performance matrix analyses provide additional nuanced insights into the necessity and importance of intrinsic and extrinsic motivations for active and passive engagement on social media by customers. The study also clarifies the moderating effects of customers¿ value for money orientation and brand identification on the relationship between overall motivation and engagement behaviors. The findings provide a granular understanding of luxury customer behavior on social media, offering valuable insights for luxury brand managers aiming to foster stronger customer¿brand relationships.
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2024 |
Taylor A, Hook M, Carlson J, Gudergan S, Falk T, 'Appetite for distraction? A systematic literature review on customer smartphone distraction', International Journal of Information Management, 75 102722-102722 (2024) [C1]
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2023 |
Carlson J, Sourdin T, Armstrong C, Watts M, Carlyle T, 'Return on Investment of Complaint Management: A Review and Research Agenda', AUSTRALASIAN MARKETING JOURNAL, 31 350-360 (2023) [C1]
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2023 |
Taylor A, Carlson J, Liao YC, Rahman MM, 'Customer engagement and sharing behaviors: Toward a contingent curvilinear perspective', Journal of Business Research, 154 (2023) [C1]
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2023 |
Olivier L, Carlson J, Rahman SM, Rosenberger PJ, 'Measuring Tourist Festival Experience: Development and Validation of the PHF-TX Model', JOURNAL OF TRAVEL RESEARCH, 62 1530-1549 (2023) [C1]
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2023 |
Sepehr S, Carlson J, Rosenberger P, Pandit A, 'Social media discussion forums, home country and immigrant consumer acculturation: the case of Iranian immigrants in Australia', Journal of Consumer Marketing, 40 136-149 (2023) [C1] Purpose: Social media has transformed communication possibilities for immigrant consumers with their home country in their acculturation efforts. However, the acculturative outcom... [more] Purpose: Social media has transformed communication possibilities for immigrant consumers with their home country in their acculturation efforts. However, the acculturative outcomes of consumer interactions with the home country through social media are largely overlooked in previous research. This study aims to investigate the acculturative processes and outcomes resulting from interacting with the home country through social media. Design/methodology/approach: A netnographic approach is used to collect data from a social media platform that provides an interactive social context in which Iranian immigrants in Australia share their experiences of immigration with non-immigrants who are considering and planning to migrate to Australia. Findings: Findings show how both immigrants and non-immigrant users via social media reflexively contribute to the formation of two competing collective narratives, namely, the dominant, romanticizing narrative and counter, pragmatic narratives. Findings highlight how notions of the home and host countries, and the idea of migrating from home to host, are constructed as the result of the circulation of the dominant and counter narratives. Further findings include how these two collective narratives come into play in the formation of three acculturative outcomes, namely, self-validating, ordinary experts and wellbeing. These insights extend consumer acculturation theory through highlighting the acculturative processes and outcomes of interactions with the home country via a social media platform. This includes, for example, how interacting with the home culture can take on assimilationist properties through the construction of a romanticized representation of the hosting society (i.e. Australia) in the dominant collective narrative. Practical implications: Implications for ethnic marketing practice, policymakers and non-governmental organisations are advanced, especially regarding using social media as a channel to communicate with current and potential immigrant consumers. Notably, policymakers can use social media to engage with immigrants before and after migration to reduce the potential for cognitive dissonance in recent arrivals. Managerially, brands can advertise on Web-based forums, independent websites and social media platforms to target potential immigrants to sell relevant products immigrants needs after migrating to the host country. Social implications: Findings broaden the understanding of the potential acculturative outcomes on social media by moving away from the traditional outcomes, which are restricted to the dichotomy between the home and host cultures. Originality/value: Scholarly attention is deficient on the role of direct interaction with the home country in immigrant consumer acculturation, especially through social media, which is the focus of this study.
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2022 |
Rahman SM, Carlson J, Chowdhury NH, 'SafeCX: a framework for safe customer experience in omnichannel retailing', JOURNAL OF SERVICES MARKETING, 36 499-529 (2022) [C1]
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2022 |
Rahman SM, Carlson J, Gudergan SP, Wetzels M, Grewal D, 'Perceived Omnichannel Customer Experience (OCX): Concept, measurement, and impact', JOURNAL OF RETAILING, 98 611-632 (2022) [C1]
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2022 |
Wyllie J, Carlson J, Heinsch M, Kay-Lambkin F, McCoy A, 'eHealth Services and SDG3: Increasing the Capacity of Care', Australasian Marketing Journal, 30 131-141 (2022) [C1] The paper¿s research objective pertains to explicating the concept of value co-creation of health and social outcomes in an eHealth digital ecosystem context that is critical in a... [more] The paper¿s research objective pertains to explicating the concept of value co-creation of health and social outcomes in an eHealth digital ecosystem context that is critical in addressing sustainable development goal (SDG) 3 ¿ good health and well-being. It conceptualises a theoretical framework using the dynamics inherent to the value cocreation process involving a user of eHealth services and considers the influences of all involved actors from an activity theory and dialogic engagement perspectives. A Mental Health, Alcohol and other drug use eHealth service (eCLiPSE) assists as a case to illustrate the proposed theoretical framework where three overarching propositions are advanced to provide managerial guidance and critical research enquiry. This framework clarifies the importance of improving dialogic engagement processes during both synchronous and asynchronous interactions over time as value creation pathways. Managerially, the paper points to the importance of optimising service design processes and role readiness of actors (users and healthcare professionals) to better enable consumers to engage in effective dialogue in eHealth interactions for harnessing value co-creation. Through the introduction of this framework, eHealth services can be better delivered and scaled to increase the capacity of care and achieve health outcomes pivotal to the success of SDG3.
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2022 |
Voola R, Bandyopadhyay C, Voola A, Ray S, Carlson J, 'B2B marketing scholarship and the UN sustainable development goals (SDGs): A systematic literature review', Industrial Marketing Management, 101 12-32 (2022) [C1] The United Nations' 17 Sustainable Development Goals provide business to business marketing (B2B) scholars with a useful framework to guide research with a societal impact th... [more] The United Nations' 17 Sustainable Development Goals provide business to business marketing (B2B) scholars with a useful framework to guide research with a societal impact that addresses real-world challenges and is relevant to stakeholders outside academia. Although sustainability research within B2B marketing scholarship has increased in recent years, the B2B literature relating to the Sustainable Development Goals remains fragmented and underexposed. To address this important oversight, a systematic literature review of the B2B marketing literature (n = 58) is undertaken which demonstrates if and how B2B scholarship is currently engaging with the Sustainable Development Goals. The findings and analyses highlight that although the B2B scholarship has varying levels of engagement with some of the goals, there is vast opportunity for B2B Marketing scholars to engage more proactively and strategically with the Sustainable Development Goals. Building on the call for courageous research and employing the ¿Observe, bridge and challenge¿ model (Lindgreen et al., 2021), we develop broad research approaches as well as specific research questions to catalyse scholarship at the interface of B2B Marketing and the Sustainable Development Goals.
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2021 |
Ashik F, Voola A, Voola R, Carlson J, Wyllie J, 'Advancing Food Well-Being in Poverty Through Intersectionality', Australasian Marketing Journal, (2021) [C1]
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2021 |
Sourdin T, Carlson J, Watts M, Armstrong C, Carlyle T, McGeoch D, 'Measuring Effective Complaint Handling by Government', Australasian Dispute Resolution Journal, 31 210-222 (2021) [C1]
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2021 |
Heinsch M, Wyllie J, Carlson J, Wells H, Tickner C, Kay-Lambkin F, 'Theories Informing eHealth Implementation: Systematic Review and Typology Classification.', Journal of Medical Internet Research, 23 (2021) [C1]
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2021 |
Jamie C, Rahman SM, Rahman MM, Wyllie J, Voola R, 'Engaging Gen Y Customers in Online Brand Communities: A Cross-National Assessment', International Journal of Information Management, 56 (2021) [C1]
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2021 |
Dwivedi YK, Ismagilova E, Hughes DL, Carlson J, Filieri R, Jacobson J, et al., 'Setting the future of digital and social media marketing research: Perspectives and research propositions', International Journal of Information Management, 59 (2021) [C1] The use of the internet and social media have changed consumer behavior and the ways in which companies conduct their business. Social and digital marketing offers significant opp... [more] The use of the internet and social media have changed consumer behavior and the ways in which companies conduct their business. Social and digital marketing offers significant opportunities to organizations through lower costs, improved brand awareness and increased sales. However, significant challenges exist from negative electronic word-of-mouth as well as intrusive and irritating online brand presence. This article brings together the collective insight from several leading experts on issues relating to digital and social media marketing. The experts¿ perspectives offer a detailed narrative on key aspects of this important topic as well as perspectives on more specific issues including artificial intelligence, augmented reality marketing, digital content management, mobile marketing and advertising, B2B marketing, electronic word of mouth and ethical issues therein. This research offers a significant and timely contribution to both researchers and practitioners in the form of challenges and opportunities where we highlight the limitations within the current research, outline the research gaps and develop the questions and propositions that can help advance knowledge within the domain of digital and social marketing.
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2019 |
Carlson J, Gudergan SP, Gelhard C, Rahman MM, 'Customer engagement with brands in social media platforms Configurations, equifinality and sharing', EUROPEAN JOURNAL OF MARKETING, 53 1733-1758 (2019) [C1]
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2019 |
Carlson J, Rahman MM, Taylor A, Voola R, 'Feel the VIBE: Examining value-in-the-brand-page-experience and its impact on satisfaction and customer engagement behaviours in mobile social media', JOURNAL OF RETAILING AND CONSUMER SERVICES, 46 149-162 (2019) [C1]
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2019 |
Carlson J, Wyllie J, Rahman MM, Voola R, 'Enhancing brand relationship performance through customer participation and value creation in social media brand communities', Journal of Retailing and Consumer Services, 50 333-341 (2019) [C1] Extant research highlights novel opportunities in co-opting customers to co-create value through their participation in the brand experience. However, relatively little is known a... [more] Extant research highlights novel opportunities in co-opting customers to co-create value through their participation in the brand experience. However, relatively little is known about how customer participation (CP) affects value creation and brand relationship performance outcomes in social media brand communities in the retailing sector. This study applies Service Dominant Logic and the consumption value theory to examine how retail customers derive value from CP in social media brand communities. Empirical results from 584 consumers confirm the CP influence on functional value, emotional value, relational value and entitativity value, which translate to brand relationship performance outcomes. The theoretical framework provides novel insights to marketing managers in understanding how CP can contribute to a retail brand's value creation efforts, and how these value creating efforts contribute to brand building for retailers.
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2018 |
Carlson J, Rahman M, Voola R, De Vries N, 'Customer engagement behaviours in social media: capturing innovation opportunities', Journal of Services Marketing, 32 83-94 (2018) [C1]
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2018 |
Wyllie J, Carlson J, 'To follow the yellow brick road: exploring the journey to mental well-being consumption', Journal of Marketing Management, 34 1557-1586 (2018) [C1]
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2018 |
Voola R, Wyllie J, Carlson J, 'Transformational Learning Approach to Embedding Un Sustainable Development Goal 1: No Poverty, In Business Curricula', Social Business, 8 369-385 (2018) [C1]
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2018 |
Voola AP, Voola R, Wyllie J, Carlson J, Sridharan S, 'Families and food: exploring food well-being in poverty', European Journal of Marketing, 52 2423-2448 (2018) [C1] Purpose: This paper aims to investigate dynamics of food consumption practices among poor families in a developing country to advance the Food Well-being (FWB) in Poverty framewor... [more] Purpose: This paper aims to investigate dynamics of food consumption practices among poor families in a developing country to advance the Food Well-being (FWB) in Poverty framework. Design/methodology/approach: The research design used semi-structured interviews with 25 women and constructivist grounded theory to explore food consumption practices of poor families in rural South India. Findings: Poor families¿ everyday interactions with food reveal the relational production of masculinities and femininities and the power hegemony that fixes men and women into an unequal status quo. Findings provides critical insights into familial arrangements in absolute poverty that are detrimental to the task of achieving FWB. Research limitations/implications: The explanatory potential of FWB in Poverty framework is limited to a gender (women) and a specific country context (India). Future research can contextualise the framework in other developing countries and different consumer segments. Practical implications: The FWB in Poverty framework helps identify, challenge and transform cultural norms, social structures and gendered stereotypes that perpetuate power hegemonies in poverty. Policymakers can encourage men and boys to participate in family food work, as well as recognise and remunerate women and girls for their contribution to maintaining familial units. Originality/value: This paper makes an original contribution to the relevant literature by identifying and addressing the absence of theoretical understanding of families, food consumption and poverty. By contextualising the FWB framework in absolute poverty, the paper generates novel understandings of fluidity and change in poor families and FWB.
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2017 |
Hung YC, Zheng X, Carlson J, Giurge LM, 'The weight of the saddened soul: the bidirectionality between physical heaviness and sadness and its implications for sensory marketing', Journal of Marketing Management, 33 917-941 (2017) [C1] Heaviness is a bodily metaphor used to express sadness. Building on embodied cognition theory and metaphor theory, we argue that sadness is grounded in bodily sensation of heavine... [more] Heaviness is a bodily metaphor used to express sadness. Building on embodied cognition theory and metaphor theory, we argue that sadness is grounded in bodily sensation of heaviness, which has important sensory marketing implications for engaging consumer senses to affect consumer decision-making and attitude formation processes. We found support for this metaphorical link between heaviness and sadness across six studies. We showed that carrying a heavy bag saddened individuals and increased the valuation of a teddy bear. Intention to donate to a charity supporting endangered tigers increased when burdened participants watched a sad video about these animals. Conversely, sadness induced physical heaviness and increased preference for an easy-to-maintain sofa. Further, sad individuals disliked an advertisement for a sports drink that figured energy-consuming actions. Our findings inform sensory marketing practice about embedding the bodily sensation of heaviness to induce sadness in marketing communication.
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2017 |
Carlson JL, Schmid B, Rezniczek G, Wyllie J, Jaaback K, Vencovsky F, 'Examining word association networks: A cross-country comparison of women s perceptions of HPV testing and vaccination', PLoS ONE, 12 1-24 (2017) [C1]
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2017 |
Carlson J, De Vries NJ, Rahman MM, Taylor A, 'Go with the flow: Engineering flow experiences for customer engagement value creation in branded social media environments', Journal of Brand Management, 24 334-348 (2017) [C1] A vital objective for brand managers is to engineer compelling branded social media consumption experiences for consumers that create value and innovation opportunities for brand-... [more] A vital objective for brand managers is to engineer compelling branded social media consumption experiences for consumers that create value and innovation opportunities for brand-building advantage. This multidisciplinary study, anchored in flow theory, investigates for the first time the role of flow, configured as a hierarchical model in a branded social media environment, as having a direct influence on customer engagement value (CEV) creation. Using a survey of 371 consumers, a theoretical framework was empirically tested using structural equation modelling. The results validate flow modelled as a higher-order construct, which unlocks and positively influences perceptions of CEV in branded social media environments. Curvilinear quadratic effects of flow are also investigated which provide novel insights on how optimising salient components of flow act as key customer experience mechanisms for maximising CEV creation in social media.
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2017 |
Kwan R, Carlson JL, 'The ties that bind us: examining relationship marketing orientation and its impact on firm performance in the information systems outsourcing services sector', Journal of Strategic Marketing, 25 495-510 (2017) [C1]
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2016 |
Wyllie J, Lucas B, Carlson J, Kitchens B, Kozary B, Zaki M, 'An Examination of Not-For-Profit Stakeholder Networks for Relationship Management: A Small-Scale Analysis on Social Media', PLoS One, 11 (2016) [C1]
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2016 |
Carlson JL, Rahman M, Rosenberger III P, Holzmüller HH, 'Understanding communal and individual customer experiences in group-oriented event tourism: an activity theory perspective', Journal of Marketing Management, 32 900-925 (2016) [C1]
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2016 |
Carlson J, Rosenberger PJ, Rahman MM, 'A Hierarchical Model of Perceived Value of Group-Oriented Travel Experiences to Major Events and its Influences on Satisfaction and Future Group-Travel Intentions', Journal of Travel and Tourism Marketing, 33 1251-1267 (2016) [C1] This study seeks a deeper understanding of the forms of value that travel consumers derive from a group-travel experience to a major event. We focus on specific group-travel value... [more] This study seeks a deeper understanding of the forms of value that travel consumers derive from a group-travel experience to a major event. We focus on specific group-travel value dimensions of social, hedonic, monetary, functional ¿ major event, functional ¿ event-destination tourism infrastructure, epistemic, and convenience. A sample of 389 consumers is used to substantiate our framework. We also empirically examine this model with satisfaction and future group-travel intentions ¿ with satisfaction found to fully mediate the relationship between the perceived value of the group-travel experience and future group-travel intentions. This framework can serve to advance further theory development in this domain.
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2015 |
Tung B, Carlson J, 'Examining determinants of cross buying behaviour in retail banking', International Journal of Quality & Reliability Management, 32 863-880 (2015) [C1]
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2015 |
Carlson J, O Cass A, Ahrholdt D, 'Assessing customers perceived value of the online channel of multichannel retailers: A two country examination', Journal of Retailing and Consumer Services, 27 90-102 (2015) [C1]
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2015 |
Wyllie J, Carlson J, Rosenberger PJ, 'Does sexual-stimuli intensity and sexual self-schema influence female consumers' reactions toward sexualised advertising? An Australian perspective', Australasian Marketing Journal, 23 188-195 (2015) [C1]
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2015 |
Carlson J, Rosenberger PJ, Rahman MM, 'Cultivating group-oriented travel behaviour to major events: assessing the importance of customer-perceived value, enduring event involvement and attitude towards the host destination', Journal of Marketing Management, 31 1065-1089 (2015) [C1]
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2014 |
De 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, 21 495-515 (2014) [C1]
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2014 |
Wyllie 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]
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2014 |
de Vries NJ, Carlson J, Moscato P, 'A Data-Driven Approach to Reverse Engineering Customer Engagement Models: Towards Functional Constructs', PLoS One, 9 (2014) [C1]
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2013 |
Tung 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]
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2012 |
O'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]
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2012 |
Carlson 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]
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2012 |
Regan 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]
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2012 |
O'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]
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2012 |
Voola 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]
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2011 |
Carlson 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]
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2011 |
Carlson 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]
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2011 |
Carlson 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]
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2010 |
Voola 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]
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2010 |
Carlson 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]
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2010 |
O'Cass AG, Carlson JL, 'Examining the effects of website-induced flow in professional sporting team websites', Internet Research, 20 115-134 (2010) [C1]
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2005 | Sinnappan 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] | ||||||||||
2004 |
Voola 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]
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2003 |
Carlson 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]
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Show 52 more journal articles |
Conference (53 outputs)
Year | Citation | Altmetrics | Link | ||||||||
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2023 |
Dupuis I, Carlson J, Toohey L, Bucher T, 'Examining Wine Consumer Attention: An Empirics-first Research Approach', Dunedin (2023)
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2023 |
Dupuis I, Toohey L, Carlson J, Bucher T, 'Challenges and Consumer Trust in Blockchain Wine Traceability', Dunedin (2023)
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2023 |
Hook M, Taylor A, Carlson J, 'Consumers in disguise? Exploring Metaverse avatars', Dunedin, New Zealand (2023)
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2022 |
Taylor A, Carlson J, 'Metacognitive processing in Augmented Reality - Enabled retail environments: the path to customer empowerment', ANZMAC 2022: Reconnect & Reimagine. Conference Proceedings, Perth, WA (2022) [E1]
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2018 |
Olivier LL, Carlson J, 'Examining the antecedents and consequences of customer perceived value of periodic hallmark events', CAUTHE 2018: Get Smart: Paradoxes and Possibilities in Tourism, Hospitality and Events Education and Research, University of Newcastle, Newcastle (2018) [E1]
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2018 |
Olivier LL, Carlson J, Lyons K, 'Towards a conceptualisation of customer perceived value in periodic hallmark events', CAUTHE 2018: Get Smart: Paradoxes and Possibilities in Tourism, Hospitality and Events Education and Research, University of Newcastle, Newcastle (2018) [E1]
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2016 |
Carlson JL, Lucas B, 'Examining Factors Affecting Mobile Social Media Customer-To-Customer Interactions in Real-Time Service Encounters', LOOKING FORWARD, LOOKING BACK: DRAWING ON THE PAST TO SHAPE THE FUTURE OF MARKETING, Melbourne, AUSTRALIA (2016) [E1]
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2015 |
Carlson J, Rosenberger III PJ, Rahman MM, 'Modelling value drivers of group oriented travel experiences to major events and its influences on satisfaction and future travel intentions', Proceedings of 2015 Academy of Marketing Conference: The Magic in Marketing, Limerick, Ireland (2015) [E1]
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2015 |
Rosenberger III PJ, Rahman MM, Carlson J, 'An Examination of the Moderating Effects in the Group Travel Satisfaction Loyalty Relationship', Proceedings of 2015 Academy of Marketing Conference: The Magic in Marketing, Limerick, Ireland (2015) [E2]
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2014 |
Wyllie J, Rosenberger III PJ, Carlson J, 'To seek help or not? Young consumers willingness to undertake formal help-seeking behaviours', Proceedings of the AASM 2014 Biennial International Social Marketing Conference, Frankston, Victoria, Australia (2014) [E3]
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2014 |
Carlson J, Rosenberger III PJ, Rahman M, 'Cultivating group oriented travel behaviour to major events: Assessing the importance of customer perceived value, enduring event involvement and destination image', AM2014 - Marketing Dimensions: People, places and spaces, Bournemouth, UK (2014) [E3]
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2014 |
Wyllie J, Carlson JL, Rosenberger III PJ, 'Should I or Shouldn t I...Help-Seeking for my Mental Wellbeing', AM2014 - Marketing Dimensions: People, places and spaces, Bournemouth, UK (2014) [E3]
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2014 |
Lucas B, Arefin AS, de Vries NJD, Berretta R, Carlson J, Moscato P, 'Engagement in Motion: Exploring Short Term Dynamics in Page-Level Social Media Metrics', Proceedings of the 2014 IEEE Fourth International Conference on Big Data and Cloud Computing, Sydney (2014) [E1]
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2013 | Ahrholdt 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] | Nova | |||||||||
2013 |
Carlson 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]
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2013 |
Hernandez 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]
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2012 | Lucas BJ, Carlson JL, 'Understanding e-WOM Influence using social location based services: Qualitative evidence from service encounters', ANZMAC 2012 Proceedings, Adelaide, SA (2012) [E1] | Nova | |||||||||
2012 | Lucas BJ, Carlson JL, 'Exploring factors affecting mobile social media interactions within service environments: A theoretical framework', ANZMAC 2012 Proceedings, Adelaide, SA (2012) [E1] | Nova | |||||||||
2012 |
Regan 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]
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2011 | Carlson 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] | Nova | |||||||||
2011 |
Hernandez 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]
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2011 | Carlson 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] | Nova | |||||||||
2010 | Carlson 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] | Nova | |||||||||
2010 |
Regan 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]
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2010 | Carlson 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] | Nova | |||||||||
2010 | Tung 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] | Nova | |||||||||
2009 | Carlson 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] | Nova | |||||||||
2009 | Carlson JL, O'Cass AG, 'Creating compelling e-service encounters: Examining e-service attributes and flow', ANZMAC 2009 Papers, Melbourne, VIC (2009) [E1] | Nova | |||||||||
2009 |
Regan 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]
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2008 | Carlson 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] | Nova | |||||||||
2008 | O'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] | Nova | |||||||||
2007 | Carlson 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] | Nova | |||||||||
2005 | Carlson 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] | ||||||||||
2004 |
Sinnappan 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]
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2003 | Carlson 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] | ||||||||||
2003 | Carlson 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] | ||||||||||
2002 |
Carlson 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]
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2002 | Voola 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] | ||||||||||
2002 | Carlson 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] | ||||||||||
2002 |
Carlson 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]
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2001 |
Rosenberger 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]
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Show 50 more conferences |
Other (2 outputs)
Year | Citation | Altmetrics | Link | ||
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2018 |
Carlson JL, Sourdin T, Armstrong C, Watts M, Dean A, 'Return on Investment of Effective Complaints Management', . Sydney, Australia: Society of Consumer Affairs Professionals Australia (2018)
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2016 |
Carlson JL, Wyllie J, Lucas B, Kitchens B, Zaki M, Kozary B, 'A Small-scale Analysis of Health Service Stakeholder Networks: Insights from Social Media', Cambridge Service Alliance, Cambridge University, U.K.: Cambridge University (2016)
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Grants and Funding
Summary
Number of grants | 10 |
---|---|
Total funding | $926,507 |
Click on a grant title below to expand the full details for that specific grant.
20231 grants / $9,941
Distraction: A Double-Edged Sword for technology driven consumer experiences?$9,941
Funding body: College of Human and Social Futures | University of Newcastle
Funding body | College of Human and Social Futures | University of Newcastle |
---|---|
Project Team | Jamie Carlson (Lead) Margurite Hook (Co-Investigator) Alex Taylor (Co-Investigator) |
Scheme | CHSF - Pilot Research Scheme: Projects, Pivots, Partnerships |
Role | Lead |
Funding Start | 2023 |
Funding Finish | 2023 |
GNo | |
Type Of Funding | Internal |
Category | INTE |
UON | N |
20222 grants / $7,500
Understanding and Managing Consumer Behaviour in Branded Virtual Environments$5,000
Funding body: College of Human and Social Futures | University of Newcastle
Funding body | College of Human and Social Futures | University of Newcastle |
---|---|
Scheme | CHSF - Pilot Research Scheme: Projects, Pivots, Partnerships |
Role | Lead |
Funding Start | 2022 |
Funding Finish | 2022 |
GNo | |
Type Of Funding | Internal |
Category | INTE |
UON | N |
CHSF Conference Travel Grant$2,500
Funding body: College of Human and Social Futures | University of Newcastle
Funding body | College of Human and Social Futures | University of Newcastle |
---|---|
Scheme | CHSF - Conference Travel Scheme |
Role | Lead |
Funding Start | 2022 |
Funding Finish | 2022 |
GNo | |
Type Of Funding | Internal |
Category | INTE |
UON | N |
20211 grants / $459,046
The eCliPSE COVID-19 project: an electronic pathway to care for NSW residents to reduce depression, anxiety, and alcohol use problems in the face of COVID-19$459,046
Funding body: NSW Ministry of Health
Funding body | NSW Ministry of Health |
---|---|
Project Team | Doctor Milena Heinsch, Doctor Jessica Wyllie, Doctor Jessica Wyllie, Professor Maree Teesson, Professor Paul Haber, Professor Frances Kay-Lambkin, Professor Frances Kay-Lambkin |
Scheme | COVID-19 Research Grants |
Role | Investigator |
Funding Start | 2021 |
Funding Finish | 2022 |
GNo | |
Type Of Funding | C2300 – Aust StateTerritoryLocal – Own Purpose |
Category | 2300 |
UON | N |
20192 grants / $349,727
The eCliPSE Project: implementing evidence-based eHealth interventions for comorbid mental health and alcohol/other drug use problems into health and community settings$199,727
Funding body: NHMRC (National Health & Medical Research Council)
Funding body | NHMRC (National Health & Medical Research Council) |
---|---|
Project Team | Professor Frances Kay-Lambkin, Doctor Milena Heinsch, Professor Jamie Carlson, Professor Maree Teesson, Ms Catherine Mihalopoulos, Dr Matt Sunderland, Matthew Sunderland, Professor Helen Christensen, Professor Paul Haber, Kirsten Morley, Andrew Baillie |
Scheme | Partnership Projects |
Role | Investigator |
Funding Start | 2019 |
Funding Finish | 2022 |
GNo | G1801005 |
Type Of Funding | C1100 - Aust Competitive - NHMRC |
Category | 1100 |
UON | Y |
The eCliPSE Project: implementing evidence-based eHealth interventions for comorbid mental health and alcohol/other drug use problems into health and community settings$150,000
Funding body: Beyond Blue Ltd
Funding body | Beyond Blue Ltd |
---|---|
Project Team | Professor Frances Kay-Lambkin, Doctor Milena Heinsch, Professor Jamie Carlson, Professor Maree Teesson, Ms Catherine Mihalopoulos, Dr Matt Sunderland, Matthew Sunderland, Professor Helen Christensen, Professor Paul Haber, Kirsten Morley, Andrew Baillie, Associate Professor Tim Shaw, Doctor Jessica Wyllie |
Scheme | Partnership Projects Partner Funding |
Role | Investigator |
Funding Start | 2019 |
Funding Finish | 2021 |
GNo | G1801066 |
Type Of Funding | C3200 – Aust Not-for Profit |
Category | 3200 |
UON | Y |
20181 grants / $41,818
Return on Investment of Effective Complaints Management - Public Organisations$41,818
Funding body: SOCAP Australia (Society of Consumer Affairs Professionals Australia)
Funding body | SOCAP Australia (Society of Consumer Affairs Professionals Australia) |
---|---|
Project Team | Professor Tania Sourdin, Professor Jamie Carlson |
Scheme | Research Project |
Role | Investigator |
Funding Start | 2018 |
Funding Finish | 2018 |
GNo | G1801052 |
Type Of Funding | C3200 – Aust Not-for Profit |
Category | 3200 |
UON | Y |
20161 grants / $36,825
Complaints Handling: Return on Investment$36,825
Funding body: SOCAP Australia (Society of Consumer Affairs Professionals Australia)
Funding body | SOCAP Australia (Society of Consumer Affairs Professionals Australia) |
---|---|
Project Team | Professor Tania Sourdin, Emeritus Professor Martin Watts, Professor Jamie Carlson, Emeritus Professor Alison Dean |
Scheme | Research Project |
Role | Investigator |
Funding Start | 2016 |
Funding Finish | 2017 |
GNo | G1601101 |
Type Of Funding | C3200 – Aust Not-for Profit |
Category | 3200 |
UON | Y |
20132 grants / $21,650
Crafting Strategies for Brand Experiences in Multichannel Environments$13,150
Funding body: University of Newcastle
Funding body | University of Newcastle |
---|---|
Project Team | Jamie Carlson |
Scheme | Special Project Grant |
Role | Lead |
Funding Start | 2013 |
Funding Finish | 2013 |
GNo | |
Type Of Funding | Internal |
Category | INTE |
UON | N |
Understanding Group-oriented Travel Behaviour in Major Event Tourism$8,500
Funding body: University of Newcastle
Funding body | University of Newcastle |
---|---|
Project Team | Jamie Carlson |
Scheme | Special Project Grant |
Role | Lead |
Funding Start | 2013 |
Funding Finish | 2013 |
GNo | |
Type Of Funding | Internal |
Category | INTE |
UON | N |
Research Supervision
Number of supervisions
Current Supervision
Commenced | Level of Study | Research Title | Program | Supervisor Type |
---|---|---|---|---|
2023 | PhD | Understanding Customers’ Perception Of Omnichannel Integration Quality And Its Impact On Customer Engagement Towards Luxury Brands | PhD (Management), College of Human and Social Futures, The University of Newcastle | Principal Supervisor |
2023 | PhD | Analysis Of Perceived Omnichannel Customer Experience And Its Effects On Customer Shopping Intention | PhD (Management), College of Human and Social Futures, The University of Newcastle | Principal Supervisor |
2023 | PhD | Mixed Reality Technology in Online Retail: A Customer Inspiration Perspective | PhD (Management), College of Human and Social Futures, The University of Newcastle | Principal Supervisor |
2021 | PhD | The Wine Provenance Project: Blockchain-enabled wine labels, a new era for consumer trust? | PhD (Management), College of Human and Social Futures, The University of Newcastle | Principal Supervisor |
2020 | PhD | Brand Authenticity in the Digital Age: Identifying and Measuring the Dimensions of Brand Authenticity and the Effect on Consumers | PhD (Management), College of Human and Social Futures, The University of Newcastle | Principal Supervisor |
2018 | PhD | EXAMINING CONSUMER MOTIVES THAT AFFECT CONSUMPTION INTENTIONS FOR RELIGIOUS RECOMMENDED FOODS | PhD (Management), College of Human and Social Futures, The University of Newcastle | Co-Supervisor |
Past Supervision
Year | Level of Study | Research Title | Program | Supervisor Type |
---|---|---|---|---|
2023 | PhD | Examining Holistic Customer Experiences in Social Media Communities and its Effects on Consumer Behaviour: An Application in the Public Health Sector | PhD (Management), College of Human and Social Futures, The University of Newcastle | Principal Supervisor |
2023 | PhD | ‘Three Birds with One Stone’: the Interplay between Business Events, Destination Image, and Industry in Bangladesh | PhD (Management), College of Human and Social Futures, The University of Newcastle | Co-Supervisor |
2022 | PhD | Examining Customer Motivations to Participate in Social Commerce: Conceptualisation, Impact and Heterogeneity | PhD (Management), College of Human and Social Futures, The University of Newcastle | Principal Supervisor |
2022 | PhD | Understanding What Motivates Luxury Customers to Engage with Social Media Platforms of Luxury Brands | PhD (Management), College of Human and Social Futures, The University of Newcastle | Co-Supervisor |
2021 | PhD | Customer Perceived Value in Periodic Hallmark Events: Conceptualisation and Impacts on Customer Outcomes | PhD (Management), College of Human and Social Futures, The University of Newcastle | Principal Supervisor |
2021 | PhD | Customer Empowerment and Inspiration in Branded Virtual Experiences | PhD (Management), College of Human and Social Futures, The University of Newcastle | Principal Supervisor |
2020 | PhD | The Impact of a Firm’s Dominant Logic on Dynamic Capability Deployment | PhD (Management), College of Human and Social Futures, The University of Newcastle | Principal Supervisor |
2019 | PhD | Measuring Customers’ Perception of Omnichannel Retail Quality and Assessing its Impact on Customer Engagement | PhD (Management), College of Human and Social Futures, The University of Newcastle | Principal Supervisor |
2018 | PhD | The Antecedents and Consequences of Electronic Procurement (EP) Usage Intensity within B2B Relationships in Australia | PhD (Management), College of Human and Social Futures, The University of Newcastle | Co-Supervisor |
2018 | PhD | Determinants and Success Factors of Transient Multi-Disciplinary Teams in Supply Chains | PhD (Management), College of Human and Social Futures, The University of Newcastle | Co-Supervisor |
2017 | PhD | Understanding the Mechanisms Influencing the Adoption of Transformative Health Services: A Case in Mental Health | PhD (Management), College of Human and Social Futures, The University of Newcastle | Principal Supervisor |
2017 | PhD | Iranian Immigrant Consumer Acculturation in Australia: A Foucauldian Perspective | PhD (Management), College of Human and Social Futures, The University of Newcastle | Principal Supervisor |
2016 | PhD | New Data-driven, Signalling-based Approaches to Social Media Analytics | PhD (Management), College of Human and Social Futures, The University of Newcastle | Principal Supervisor |
2015 | Honours | Engaging Customers through Virtual Customer Experiences in a Branded Social Media Environment: Implications for Building Brand Loyalty | Marketing, Faculty of Business and Law, University of Newcastle | Principal Supervisor |
2015 | Professional Doctorate | Examining Factors Affecting Adoption of Mobile Commerce by Young Consumers in China | Marketing, Faculty of Business and Law, University of Newcastle | Principal Supervisor |
2013 | Honours | An Empirical Investigation of the Antecedents and Consequences of Customer Brand Engagement in the Social Media Environment | Marketing, University of Newcastle | Principal Supervisor |
2013 | Professional Doctorate | An Empirical Study of Factors Driving Complaint Behaviour Intentions of Retail-customers in the Hong Kong Telecommunications Industry | Marketing, Unknown | Principal Supervisor |
2013 | Professional Doctorate | An Examination of the Impact of a Relationship Marketing Orientation on Business Performance Outcomes in Hong Kong | Marketing, Unknown | Principal Supervisor |
2012 | Honours | Factors Affecting Consumer Mobile Social Media Interactions within Offline Service Encounters | Marketing, University of Newcastle | Principal Supervisor |
2010 | Honours | An Examination of the Influence of Sexual Content and Sexual Self-Schema on Advertising Effectiveness of Australian Female Consumers | Marketing, University of Newcastle | Principal Supervisor |
2010 | Professional Doctorate | An Empirical Study on the Drivers of Cross-buying Intentions of Consumers in the Hong Kong Retail Banking Industry | Marketing, Unknown | Principal Supervisor |
2009 | Honours | Exploring the Antecedents of Consumer Attitudes Towards Group-oriented Event Travel of Australian Consumers | Marketing, University of Newcastle | Principal Supervisor |
Research Collaborations
The map is a representation of a researchers co-authorship with collaborators across the globe. The map displays the number of publications against a country, where there is at least one co-author based in that country. Data is sourced from the University of Newcastle research publication management system (NURO) and may not fully represent the authors complete body of work.
Country | Count of Publications | |
---|---|---|
Australia | 64 | |
United States | 12 | |
China | 11 | |
Germany | 6 | |
United Kingdom | 5 | |
More... |
Professor Jamie Carlson
Position
Professor
Newcastle Business School
College of Human and Social Futures
Focus area
Marketing
Contact Details
jamie.carlson@newcastle.edu.au | |
Phone | (02) 4921 5578 |
Fax | (02) 4921 7398 |
Link |
Office
Room | X.741 |
---|---|
Building | NeW Space |
Location | City Campus , |