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Christine Mathies
Associate Professor, Academic Director Undergraduate Programs, UNSW Business School
School of Marketing - PhD, UTS | MSEc, Innsbruck
+61 2 9385 3376
c.mathies@unsw.edu.au
Room1038, Quadrangle Building - Ref E15
Bio
Publications & Research
Teaching & Supervision
Grants
Engagement
Prizes & awards
Journal Articles
Danatzis I; Möller J; Mathies C, 2020, 'We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers',
Journal of Service Management Research
, vol. 4, pp. 84 - 99,
http://dx.doi.org/10.15358/2511-8676-2020-2-3-84
Chiew ; Mathies C; Patterson , 2019, 'The Effect of Humour Usage on Customer’s Service Experiences',
Australian Journal of Management
, vol. 44, pp. 109 - 127,
http://dx.doi.org/10.1177/0312896218775799
Piyathasanan B; Mathies C; Patterson PG; de Ruyter K, 2018, 'Continued value creation in crowdsourcing from creative process engagement',
Journal of Services Marketing
, vol. 32, pp. 19 - 33,
http://dx.doi.org/10.1108/JSM-02-2017-0044
Mathies C; Lee J; Wong A, 2018, 'Service models and culture: Impact on work behaviours',
Journal of Services Marketing
, vol. 32, pp. 616 - 628,
http://dx.doi.org/10.1108/JSM-07-2017-0263
Mathies C; Patterson PG, 2017, 'Guest editorial',
Journal of Service Theory and Practice
, vol. 27, pp. 518 - 519,
http://dx.doi.org/10.1108/JSTP-02-2017-0032
Mathies C; Chiew TM; Kleinaltenkamp M, 2016, 'The antecedents and consequences of humour for service: A review and directions for research',
Journal of Service Theory and Practice
, vol. 26, pp. 137 - 162,
http://dx.doi.org/10.1108/JSTP-09-2014-0187
Piyathasanan B; Mathies C; Wetzels M; Patterson PG; de Ruijter J, 2015, 'A Hierarchical Model of Virtual Experience and its Influences on Customer Perceived Value and Loyalty',
International Journal of Electronic Commerce
, vol. 19, pp. 126 - 158,
http://dx.doi.org/10.1080/10864415.2015.979484
Mathies C; Ngo LV, 2014, 'New insights into the climate-attitudes-outcome framework: Empirical evidence from the Australian service sector',
Australian Journal of Management
, vol. 39, pp. 473 - 491,
http://dx.doi.org/10.1177/0312896213495054
Mathies C; Gudergan S; Wang P, 2013, 'The Effects of Customer-Centric Marketing and Revenue Management on Travelers’ Choices',
Journal of Travel Research
, vol. 52, pp. 479 - 493,
http://dx.doi.org/10.1177/0047287513478499
Mathies C; Gudergan S, 2012, 'Do status levels in loyalty programmes change customers willingness to pay?',
Journal of Revenue and Pricing Management
, vol. 11, pp. 274 - 288,
http://dx.doi.org/10.1057/rpm.2012.13
Mathies C; Burford MR, 2011, 'Customer service understanding: gender differences of frontline employees',
Managing Service Quality
, vol. 21, pp. 636 - 648,
http://dx.doi.org/10.1108/09604521111185628
Mathies C; Gudergan S, 2011, 'The role of fairness in modelling customer choice',
Australasian Marketing Journal
, vol. 19, pp. 22 - 29,
http://dx.doi.org/10.1016/j.ausmj.2010.11.002
Mathies C, 2010, 'Customer interfaces in the accommodation industry – enhancing and constraining factors of IT adoption',
International Journal of Services Technology and Management
, vol. 14, pp. 259 - 277,
http://dx.doi.org/10.1504/IJSTM.2010.034332
Mathies C; Gudergan S, 2007, 'Revenue Management and Customer Centric Marketing - How Do They Influence Travellers` Choices?',
Journal of Revenue and Pricing Management
, vol. 6, pp. 331 - 346,
http://dx.doi.org/10.1057/palgrave.rpm.5160109
Books
Weiermair K; Mathies C,
2012
,
The tourism and leisure industry: Shaping the future
,
http://dx.doi.org/10.4324/9780203049853
Book Chapters
Kleinaltenkamp M; Mathies C; Gansky S, 2015, 'Humor in Dienstleistungsinteraktionen – Was wir (nicht) wissen', in Meyer A (ed.),
Aktuelle Aspekte in der Dienstleistungsforschung
, Springer, Ludwig Maximilian Univ Munich, Munich, GERMANY, pp. 145 - 162,
http://dx.doi.org/10.1007/978-3-658-08090-7_6
Mathies C, 2014, 'Understanding cost and developing pricing strategies', in Lovelock CH; Patterson PG; Wirtz J (ed.),
Services Marketing: An Asia-Pacific and Australian Perspective
, edn. 6, Pearson Education, Frenchs Forest, pp. 159 - 190
Mathies C, 2014, 'Balancing productive capacity and demand', in Lovelock CH; Patterson PG; Wirtz J (ed.),
Services Marketing: An Asia-Pacific and Australian Perspective
, edn. 6, Pearson Education, Frenchs Forest, pp. 191 - 217
Mathies C, 2011, 'Understanding cost and developing pricing strategies', in Lovelock CH; Patterson PG; Wirtz J (ed.),
Services Marketing: An Asia-Pacific and Australian Perspective
, edn. 5, Pearson Education, Frenchs Forest, pp. 164 - 196
Mathies C, 2011, 'Balancing productive capacity and demand', in Lovelock CH; Patterson PG; Wirtz J (ed.),
Services Marketing: An Asia-Pacific and Australian Perspective
, edn. 5, Pearson Education, Frenchs Forest, pp. 197 - 227
Mathies C, 2008, 'Reference Points Beyond Price - Fairness effects in customer choices', in Rothenberger S; Siems F (ed.),
Pricing Perspectives - Marketing and Management Implications of New Theories and Applications
, Palgrave Macmillan, New York, pp. 99 - 118,
http://dx.doi.org/10.1057/9780230594890
Mathies C, 2006, 'Travel and Leisure - A Fair Experience?', in Weiermair K; Brunner-Sperdin A (ed.),
Leisure and Tourism Experiences.
, edn. Original, ESV,, Wiesbaden, pp. 221 - 228
Mathies C; Fuchs M, 2005, 'Informationstechnologien als Quelle von Innovationen.', in Fuchs M (ed.),
Erfolg durch Innovation.
, edn. Original, Gabler,, Wiesbaden., pp. 297 - 309
Mathies C, 2002, 'The use and misuse of yield management - a lesson to be learned from the airline industry?', in Keller P (ed.),
Air Transport and Tourism
, AIEST, pp. 143 - 163
Conference Papers
Mathies C; Lee JJ; Uncles M, 2019, 'Student satisfaction data – Improving higher education?', Wellington, New Zealand, presented at The 2019 Australian and New Zealand Marketing Academy, Wellington, New Zealand, 02 December 2019 - 04 December 2019
Mathies C; Teichert T; Gudergan S, 2015, 'The Role of Affective States and Needs in Reference-Dependent Judgment concerning Travel Service Choice', in
The Role of Affective States and Needs in Reference-Dependent Judgment concerning Travel Service Choice
, ANZMAC, Sydney, presented at ANZMAC, Sydney, 30 November 2015 - 02 December 2015
Chiew T; Patterson P; Mathies C; Kleinaltenkamp M, 2014, 'The Impact of Humour in Service Encounters', in
The Impact of Humour in Service Encounters
, ANZMAC Annual Conference, Brisbane, presented at ANZMAC Annual Conference, Brisbane, 30 November 2014 - 03 December 2014
Rao Hill S; Mathies C, 2014, 'A cross-cultural study of the formation of service climate in frontline service employees', in
A cross-cultural study of the formation of service climate in frontline service employees
, ANZMAC Annual Conference, Brisbane, presented at ANZMAC Annual Conference, Brisbane, 30 November 2014 - 03 December 2014
Mathies C; Burford M, 2014, 'An empirical typology of frontline employees' service models', in
An empirical typology of frontline employees' service models
, AMA SERVSIG - International Service Research Conference, Thessaloniki, Greece, presented at AMA SERVSIG - International Service Research Conference, Thessaloniki, Greece, 13 June 2014 - 15 June 2014
Kleinaltenkamp ; Gansky S; Mathies C, 2014, 'Humour in service interactions – what we know and what we don’t know', in
Humour in service interactions – what we know and what we don’t know
, AMA SERVSIG - International Service Research Conference, Thessaloniki, Greece, presented at AMA SERVSIG - International Service Research Conference, Thessaloniki, Greece, 13 June 2014 - 15 June 2014
Mathies C; Burford MR, 2012, 'Service models of frontline service employees: Does service context matter?', in
ANZMAC 2012 Proceedings
, ANZMAC, Adelaide, pp. 1 - 7, presented at ANZMAC2012, Adelaide, 03 December 2012 - 05 December 2012
Piyathasanan B; Patterson PG; de Ruyter K; Mathies C, 2011, 'Social Identity and Motivation for Creative Crowdsourcing and their Influence on Value Creation for the Firm', in
Proceedings of ANZMAC 2011
, ANZMAC, Perth, WA, pp. 1 - 8, presented at ANZMAC 2011, Perth, WA, - ,
http://anzmac.org/conference/2011/Papers%20by%20Presenting%20Author/Piyathasana,%20Bhuminan%20Paper%20277.pdf
Mathies C; Burford MR, 2010, 'Gender Differences in the Customer Service Understanding of Frontline Employees', in
ANZMAC 2010 Conference Proceedings
, Australia New Zealand Marketing Academy, Christchurch, pp. 1 - 8, presented at ANZMAC 2010, Christchurch, New Zealand, 29 November 2010 - 01 December 2010
Mathies C; Ngo LV, 2010, 'The effects of psychological climate perceptions and job satisfaction on job performance in service firms', in
ANZMAC 2010 Conference Proceedings
, Australia New Zealand Marketing Academy, Christchurch, pp. 1 - 8, presented at ANZMAC 2010, Christchurch, New Zealand, 29 November 2010 - 01 December 2010
Piyathasanan B; de Ruyter K; Wetzels M; Patterson PG; Mathies C, 2010, 'A hierarchical model of virtual experience (VE) and its influence on customer perceived value and loyalty', in
ANZMAC 2010 Conference Proceedings
, Australia New Zealand Marketing Academy, Christchurch, pp. 1 - 8, presented at ANZMAC 2010, Christchurch, New Zealand, 29 November 2010 - 01 December 2010
Mathies C; Gudergan S, 2009, 'Determinants of on-the-job performance of frontline service employees', in
Determinants of on-the-job performance of frontline service employees
, EMAC 2009 Conference, Nantes, France, presented at EMAC 2009 Conference, Nantes, France, 26 May 2009 - 29 May 2009
Mathies C; Visperas B, 2008, 'Affect and Decision Making - A Preliminary Study of Movie Choices', in
ANZMAC 2008 Conference
, ANZMAC 2008 Conference, Homebush, Sydney, presented at ANZMAC 2008 Conference, Homebush, Sydney, 01 December 2008 - 03 December 2008
Mathies C; Gudergan S, 2007, 'Do Loyalty Program Membership and Status Levels affect Service Customers` Choices?', in
Reputation, Responsibility, Relevance: ANZMAC 2007 Conference
, Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., presented at Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., 03 December 2007 - 05 December 2007
Mathies C; Gudergan S; Teichert T, 2007, 'Reference effects on customer choices revisited.', in
Reference effects on customer choices revisited.
, German-French-Austrian Symposium for Quantitative Marketing,, Cergy-Pontoise, France, presented at German-French-Austrian Symposium for Quantitative Marketing,, Cergy-Pontoise, France
Mathies C; Gudergan S, 2006, 'Yield Management and Recognition Programs: How Do They Influence Travellers' Choices?', in
35th Conference of the European Marketing Academy
, 35th Conference of the European Marketing Academy, Athens, Greece, presented at 35th Conference of the European Marketing Academy, Athens, Greece, 23 May 2006 - 26 May 2006
Mathies C; Gudergan S, 2005, 'Integrating Revenue Management and Customer Centric Marketing.', in
ANZMAC 2005 Conference
, ANZMAC 2005 Conference, Fremantle, WA, presented at ANZMAC 2005 Conference, Fremantle, WA, 05 December 2005 - 07 December 2005
Other Academic Work
Mathies C; Uncles M, 2019, 'Using a Marketing Management Decision Support System to Unlock the Potential of Student Feedback', presented at Journal of Marketing Research Special Issue Conference on Marketing and Education, Austin, TX, 21 February 2019 - 22 February 2019
Kleinaltenkamp M; Gansky S; Mathies C, (eds.), 2014, 'Humour in service interactions - what we know and what we don't know', presented at AMA SERVSIG, Thessaloniki, Greece, 13 June 2014 - 15 January 2016
Mathies C; Burford M, (eds.), 2014, 'An empirical typology of frontline employees' service models', presented at AMA SERVSIG, Thessaloniki, Greece, 13 June 2014 - 15 June 2014
Current Courses Taught
MARK2055 Service Marketing and Management
MARK5816 Services Marketing
MARK5819 Nonprofit and Social Marketing
MARK6104 Value Creation Through Service
Research Grants
2008: UNSW Australia Business School Research Grant $20,000
2013 Special Research Grant
2015 Special Research Grant
christinemathies
Accreditation