My academic career is focused on the broad area of business service science (BSS).
Founded by IBM, Oracle and the Technology Professional Services Association; the BSS
initiative is a collaboration among technology companies, government agencies and
academics dedicated to fostering advancements in service research. Within this research
domain, my efforts have been focused on three core research streams: (1) customers and
markets; (2) service operations excellence and innovation; and (3) service business
strategy and governance. 

Field of Study: Business service science, and particularly customers and markets, service
operations excellence and innovation and service business strategy and governance 

Professional Activities and Affiliations: • Founding member, Marketing Research
Innovation Centre (MRIC) • Endeavour research fellow, National University of Singapore •
ARC Linkage Industry Fellow, University of Canberra • Vice President, Service Science
Society of Australia • Member, Australian Services Roundtable research advisory board •
Leader, the Emerging Markets special interest group of the Council of Australasian
Tourism & Hospitality Educators (CAUTHE)

Journal articles

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Business Relationships in China: Lessons about Deep Trust (with A. Kriz), Asia Pacific Business Review (2010)
 

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Color as a source of brand differentiation: Can it be defended? (with T. R. Coltman), Faculty of Informatics - Papers (2009)
 

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Financial Risk and its Impact on New Purchasing Behavior in the Online Retail Setting (with A. M. Quazi and A. Kriz), Electronic Markets (2009)
 

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Outbound Tourism From China: Literature Review and Research Agenda (with A. Kriz), Faculty of Informatics - Papers (2008)
 

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In Pursuit of a Sustainable Supply Chain (with A. M. Quazi, A. Kriz, and T. R. Coltman), Faculty of Informatics - Papers (2008)
 

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Conference papers

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Unpacking the ERP Investment Decision: An Empirical Assessment of the Benefits and Risks (with Tim Coltman, Katina Michael, and Valerie Baker), The 17th European Conference on Information Systems (ECIS09) (2009)
 

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Unpacking the RFID Investment Decision (with V. Baker, T. R. Coltman, and S. F. Wamba), Faculty of Informatics - Papers (2009)
 

Books

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RFID Adoption Issues: Analysis of Organizational Benefits and Risks (with Samuel F. Wamba, Tim Coltman, and K. Michael), Auto ID Labs (2009)
 

No subject area

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What drives the choice of a third-part logistics provider? (with Edward J. Andersson, Tim R. Coltman, and Timothy M. Devinney), Journal of Supply Chain Management (2011)
 

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Best–Worst Scaling Approach to Predict Customer Choice for 3PL (with Tim R. Coltman and Timothy M. Devinney), Journal of Business Logistics (2011)
 

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Designing IS service strategy: an information acceleration approach (with Pierre J. Richard and Tim Coltman), Faculty of Commerce - Papers (2010)
 

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What Drives the Choice of a Third Party Logistics Provider? (with Edward Anderson, Tim Coltman, and Timothy Devinney), Journal of Supply Chain Management (2010)
 

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RFID Adoption Issues: Analysis of Organizational Benefits & Risks (with Samuel Fosso-Wamba, Tim Coltman, and Katina Michael), Faculty of Informatics - Papers (2009)
 

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