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Christine Mathies

Associate Professor, Academic Director Undergraduate Programs, UNSW Business School

School of Marketing - PhD, UTS | MSEc, Innsbruck

Journal Articles

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
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, GABLER VERLAG/SPRINGER FACHMEDIEN, Ludwig Maximilian Univ Munich, Munich, GERMANY, pp. 145 - 161, 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; 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
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 M, 2013, '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
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, 01 January 2007
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

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

Christine Mathies

Associate Professor, Academic Director Undergraduate Programs, UNSW Business School

Journal Articles

Books

Book Chapters

Conference Papers

Other Academic Work

Current Courses Taught

Research Grants