Services Innovation Research is one of three specialised research programs within the Faculty of Business at QUT. It provides a focal point for research on technological and non-technical innovation in the services sector that encompasses marketing, management, economics and accounting disciplines. Recognising the importance of services in national economies, this program involves projects that examine customer service, service quality and innovation in online and offline service delivery, human resources in the services sector and services management. Further, it encompasses studies that investigate the adoption and diffusion of information technologies, new e-marketing strategies and the impact of mobile digital technology on service users. The strengths of this research program lie in the strong links with industry; the diversity of research skills within the research group; dissemination of outputs through high quality journal outputs, international conferences and industry keynote addresses; impact on policy through reports to government; high qualifications, expertise and experience of staff; and international links. Specifically, areas of research include three separate, but complementary dimensions:
1. Technological innovation services research
- Electronic marketing including electronic services, m-marketing, e-tailing and self-service technologies
2. User-focused services research
- Consumer misbehavior
- Emotions in services consumption
- Loyalty in services
- Uptake of new services technology
- Impact of new services technology
- Consumer well-being
3. Industry-focused services research
- Strategic issues in services
- Services management
- Relationship marketing
- Branding
- Social Marketing
- Travel and Tourism related services
Research projects undertaken in the research program include:
- M-Gambling – A strategic Social Marketing Approach to Protect Vulnerable Consumers
- ICU health professionals' attitudes towards organ donation and their impact on the consent process
- Consumption of Mobile Digital Technology and Its Impact on Youth Well-Being
- Do mature age consumers prefer dealing with mature age service providers? An investigation of the medical and financial service industries
- The experience of Australian female entrepreneurs: An update
- Services Quality in the Financial Planning Industry
- Consumer Motives for Complaining to a Third Party
- Moderating Alcohol Consumption in Young Males
- Employee and Customer Attitudes towards the New Social Marketing Campaign
- Internal Marketing and Organisational Change
Research Program Coordinator:
Associate Professor Judy Drennan
tel: (07) 3138 8503
fax: (07) 3138 1811
email: j.drennan@qut.edu.au
Researchers:
Associate Professor Judy Drennan
Dr Rebekah Russell-Bennett
Dr Steven Pike
Dr Amanda Beatson
Dr Lynda Andrews
Dr Gayle Kerr
Dr Edwina Luck
Dr John McDonnell
Dr Jennifer Bartlett
Ms Kim Johnston
Dr Constanza Bianchi