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Professor Christine Mathies

Professor Christine Mathies

PVC (Educn & Quality Improve)

Master of Economic and Social Sciences, University of Innsbruck, Austria

PhD (Marketing), University of Technology Sydney

Graduate Certificate of University Learning and Teaching, UNSW Sydney

Div Edu & Student Exp
PVC, Education - Office

As the Senior Deputy Dean (Education & Student Experience), I provide strategic direction and operational management for all educational matters in the Business School to create an excellent student experience for all our students.  I am also a member of the Business School Senior Management Team and the Executive Committee.

I have extensive experience in comprehensive curriculum redesign at course and program level, and love contributing to UNSW's vision. I currently co-lead the university's Assessment and Feedback reform, and have championed our Gateway program.  My educational innovations have been recognised with numerous awards, including the UNSW Vice-Chancellor's Award for Programs that Enhance Learning, a QS/Wharton Reimagine Education Award for Learning Assessment, AACSB's Innovations that Inspire Award, and ASCILITE Innovation awards.

My research and teaching focuses on services marketing.  I explore how people and technology can create service experiences that create value for organisations, employees and customers alike. Much of my research is applied and I have partnered with many organisations, from not-for profit community organisations to large corporations such as Boeing and major banks. I am an editorial board member of the Journal of Revenue and Pricing Management and the Journal of Education for Business, and an assessor for the Hong Kong Research Grant Council.

I studied a Master of Social and Economic Sciences at the University of Innsbruck, in my native Austria. I gained my PhD from the University of Technology, Sydney, and a Graduate Certificate in University Learning and Teaching from UNSW.   

 

 
Phone
+61-2-9385 3376
E-mail
c.mathies@unsw.edu.au
Location
Room 1038D, Quadrangle building
  • Books | 2012
    Weiermair K; Mathies C, 2012, The tourism and leisure industry: Shaping the future, http://dx.doi.org/10.4324/9780203049853
  • Book Chapters | 2015
    Kleinaltenkamp M; Mathies C; Gansky S, 2015, 'Humor in Dienstleistungsinteraktionen – Was wir (nicht) wissen', in Meyer A (ed.), Aktuelle Aspekte in der Dienstleistungsforschung, Springer, pp. 145 - 162
    Book Chapters | 2014
    Mathies C, 2014, 'Balancing productive capacity and demand', in Lovelock CH; Patterson PG; Wirtz J (ed.), Services Marketing: An Asia-Pacific and Australian Perspective, Pearson Education, Frenchs Forest, pp. 191 - 217
    Book Chapters | 2014
    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, Pearson Education, Frenchs Forest, pp. 159 - 190
    Book Chapters | 2011
    Mathies C, 2011, 'Balancing productive capacity and demand', in Lovelock CH; Patterson PG; Wirtz J (ed.), Services Marketing: An Asia-Pacific and Australian Perspective, Pearson Education, Frenchs Forest, pp. 197 - 227
    Book Chapters | 2011
    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, Pearson Education, Frenchs Forest, pp. 164 - 196
    Book Chapters | 2008
    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
    Book Chapters | 2006
    Mathies C, 2006, 'Travel and Leisure - A Fair Experience?', in Weiermair K; Brunner-Sperdin A (ed.), Leisure and Tourism Experiences., ESV,, Wiesbaden, pp. 221 - 228
    Book Chapters | 2005
    Mathies C; Fuchs M, 2005, 'Informationstechnologien als Quelle von Innovationen.', in Fuchs M (ed.), Erfolg durch Innovation., Gabler,, Wiesbaden., pp. 297 - 309
    Book Chapters | 2002
    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
  • Journal articles | 2023
    Andonopoulos V; Lee J; Mathies C, 2023, 'Authentic isn't always best: When inauthentic social media influencers induce positive consumer purchase intention through inspiration', Journal of Retailing and Consumer Services, 75, http://dx.doi.org/10.1016/j.jretconser.2023.103521
    Journal articles | 2022
    Amelia A; Mathies C; Patterson PG, 2022, 'Customer acceptance of frontline service robots in retail banking: A qualitative approach', Journal of Service Management, 33, pp. 321 - 341, http://dx.doi.org/10.1108/JOSM-10-2020-0374
    Journal articles | 2022
    Assemi B; Jafarzadeh H; Abedin E; Rabhi F; Mathies C, 2022, 'Who Gets the Job? Synthesis of Literature Findings on Provider Success in Crowdsourcing Marketplaces', Pacific Asia Journal of the Association for Information Systems, 14, http://dx.doi.org/10.17705/1pais.14104
    Journal articles | 2020
    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, 4, pp. 84 - 99, http://dx.doi.org/10.15358/2511-8676-2020-2-3-84
    Journal articles | 2019
    Chiew ; Mathies C; Patterson , 2019, 'The Effect of Humour Usage on Customer’s Service Experiences', Australian Journal of Management, 44, pp. 109 - 127, http://dx.doi.org/10.1177/0312896218775799
    Journal articles | 2018
    Mathies C; Lee J; Wong A, 2018, 'Service models and culture: Impact on work behaviours', Journal of Services Marketing, 32, pp. 616 - 628, http://dx.doi.org/10.1108/JSM-07-2017-0263
    Journal articles | 2018
    Piyathasanan B; Mathies C; Patterson PG; de Ruyter K, 2018, 'Continued value creation in crowdsourcing from creative process engagement', Journal of Services Marketing, 32, pp. 19 - 33, http://dx.doi.org/10.1108/JSM-02-2017-0044
    Journal articles | 2017
    Mathies C; Patterson PG, 2017, 'Guest editorial', Journal of Service Theory and Practice, 27, pp. 518 - 519, http://dx.doi.org/10.1108/JSTP-02-2017-0032
    Journal articles | 2016
    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, 26, pp. 137 - 162, http://dx.doi.org/10.1108/JSTP-09-2014-0187
    Journal articles | 2015
    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, 19, pp. 126 - 158, http://www.tandfonline.com/doi/abs/10.1080/10864415.2015.979484
    Journal articles | 2014
    Mathies C; Ngo LV, 2014, 'New insights into the climate-attitudes-outcome framework: Empirical evidence from the Australian service sector', Australian Journal of Management, 39, pp. 473 - 491, http://dx.doi.org/10.1177/0312896213495054
    Journal articles | 2013
    Mathies C; Gudergan S; Wang P, 2013, 'The Effects of Customer-Centric Marketing and Revenue Management on Travelers’ Choices', Journal of Travel Research, 52, pp. 479 - 493, http://dx.doi.org/10.1177/0047287513478499
    Journal articles | 2012
    Mathies C; Gudergan S, 2012, 'Do status levels in loyalty programmes change customers willingness to pay?', Journal of Revenue and Pricing Management, 11, pp. 274 - 288, http://dx.doi.org/10.1057/rpm.2012.13
    Journal articles | 2011
    Mathies C; Burford MR, 2011, 'Customer service understanding: gender differences of frontline employees', Managing Service Quality, 21, pp. 636 - 648, http://dx.doi.org/10.1108/09604521111185628
    Journal articles | 2011
    Mathies C; Gudergan S, 2011, 'The role of fairness in modelling customer choice', Australasian Marketing Journal, 19, pp. 22 - 29, http://dx.doi.org/10.1016/j.ausmj.2010.11.002
    Journal articles | 2010
    Mathies C, 2010, 'Customer interfaces in the accommodation industry – enhancing and constraining factors of IT adoption', International Journal of Services Technology and Management, 14, pp. 259 - 277
    Journal articles | 2007
    Mathies C; Gudergan S, 2007, 'Revenue Management and Customer Centric Marketing - How Do They Influence Travellers` Choices?', Journal of Revenue and Pricing Management, 6, pp. 331 - 346, http://dx.doi.org/10.1057/palgrave.rpm.5160109
  • Conference Abstracts | 2021
    Amelia ; Mathies C; Patterson P, 2021, 'Limited Functionality of Frontline Service Robots – an Experimental Study', in Something Different - ANZMAC 2021, Melbourne, presented at ANZMAC 2021, Melbourne, 29 November 2021 - 01 December 2021
    Conference Abstracts | 2021
    Andonopoulos V; Lee J; Mathies C; Northey G, 2021, 'Influencers Beware: The Dangers of Over-Sponsorship', in ANZMAC Conference 2021. Something Different. Proceedings., Melbourne, presented at ANZMAC 2021, Melbourne
    Conference Abstracts | 2020
    Amelia A; Mathies C; Patterson P, 2020, 'Customer responses to a frontline service robot in a retail services context', in Global Marketing Conference Proceedings, Seoul, pp. 234 - 237, presented at Global Marketing Conference, Seoul, 05 November 2020 - 08 November 2020
    Conference Papers | 2020
    Tuzovic S; Mathies C; Teichert T, 2020, 'The Evolution and Scope of Service Encounter Research: A Systematic Literature Review and Informetric Analysis', Brisbane (virtual), presented at SERVSIG 2020, Brisbane (virtual), 09 July 2020 - 12 July 2020
    Conference Papers | 2019
    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
    Conference Abstracts | 2019
    Mathies C; Patterson P, 2019, 'Humour in Service Recovery', in Proceedings of the 28th Frontiers in Service, Singapore, presented at Frontiers in Service, Singapore
    Conference Presentations | 2019
    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
    Conference Abstracts | 2018
    Patterson P; Mathies C, 2018, 'Humour in service recovery - no laughing matter', in ANZMAC 2018 Conference Proceedings, Adelaide, presented at ANZMAC, Adelaide, 03 December 2018 - 05 December 2018
    Conference Abstracts | 2017
    Patterson P; Mathies C; Chiew TM, 2017, 'Humour as an emotion regulation strategy for frontline service employees', in Proceedings of the 2017 Frontiers in Services Conference, New York, presented at Frontiers in Services, New York, 22 June 2017 - 25 June 2017
    Conference Abstracts | 2016
    Chiew TM; Mathies C; Patterson , 2016, 'The Effect of Humour Usage on Customer’s Experiences', in Frontiers in Services 2016, Bergen, Norway, presented at Frontiers in Services Conference, Bergen, Norway, 23 June 2016 - 26 November 2016
    Conference Papers | 2015
    Mathies C; Teichert T; Gudergan S, 2015, 'The Role of Affective States and Needs in Reference-Dependent Judgment concerning Travel Service Choice', Sydney, presented at ANZMAC, Sydney, 30 November 2015 - 02 December 2015
    Conference Papers | 2014
    Chiew T; Patterson P; Mathies C; Kleinaltenkamp M, 2014, 'The Impact of Humour in Service Encounters', Brisbane, presented at ANZMAC Annual Conference, Brisbane, 30 November 2014 - 03 December 2014
    Conference Papers | 2014
    Kleinaltenkamp ; Gansky S; Mathies C, 2014, 'Humour in service interactions – what we know and what we don’t know', Thessaloniki, Greece, presented at AMA SERVSIG - International Service Research Conference, Thessaloniki, Greece, 13 June 2014 - 15 June 2014
    Conference Presentations | 2014
    Kleinaltenkamp M; Gansky S; Mathies C, (ed.), 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
    Conference Presentations | 2014
    Mathies C; Burford M, (ed.), 2014, 'An empirical typology of frontline employees' service models', presented at AMA SERVSIG, Thessaloniki, Greece, 13 June 2014 - 15 June 2014
    Conference Papers | 2014
    Mathies C; Burford M, 2014, 'An empirical typology of frontline employees' service models', Thessaloniki, Greece, presented at AMA SERVSIG - International Service Research Conference, Thessaloniki, Greece, 13 June 2014 - 15 June 2014
    Conference Papers | 2014
    Rao Hill S; Mathies C, 2014, 'A cross-cultural study of the formation of service climate in frontline service employees', Brisbane, presented at ANZMAC Annual Conference, Brisbane, 30 November 2014 - 03 December 2014
    Conference Papers | 2012
    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
    Conference Papers | 2011
    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
    Conference Papers | 2010
    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
    Conference Papers | 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
    Conference Papers | 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
    Conference Papers | 2009
    Mathies C; Gudergan S, 2009, 'Determinants of on-the-job performance of frontline service employees', Nantes, France, presented at EMAC 2009 Conference, Nantes, France, 26 May 2009 - 29 May 2009
    Conference Papers | 2008
    Mathies C; Visperas B, 2008, 'Affect and Decision Making - A Preliminary Study of Movie Choices', in ANZMAC 2008 Conference, Homebush, Sydney, presented at ANZMAC 2008 Conference, Homebush, Sydney, 01 December 2008 - 03 December 2008
    Conference Papers | 2007
    Mathies C; Gudergan S; Teichert T, 2007, 'Reference effects on customer choices revisited.', Cergy-Pontoise, France, presented at German-French-Austrian Symposium for Quantitative Marketing,, Cergy-Pontoise, France
    Conference Papers | 2007
    Mathies C; Gudergan S, 2007, 'Do Loyalty Program Membership and Status Levels affect Service Customers` Choices?', in Reputation, Responsibility, Relevance: ANZMAC 2007 Conference, Dunedin, New Zealand., presented at Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., 03 December 2007 - 05 December 2007
    Conference Papers | 2006
    Mathies C; Gudergan S, 2006, 'Yield Management and Recognition Programs: How Do They Influence Travellers' Choices?', in 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
    Conference Papers | 2005
    Mathies C; Gudergan S, 2005, 'Integrating Revenue Management and Customer Centric Marketing.', in ANZMAC 2005 Conference, Fremantle, WA, presented at ANZMAC 2005 Conference, Fremantle, WA, 05 December 2005 - 07 December 2005

2023 ASCILITE Innovation Award and Allan Christie Innovation Award

2023 AACSB Innovations that Inspire

2021 QS/Wharton Reimagine Education Award for Learning Assessment

2021 UNSW Vice Chancellor's Award for Programs that Enhance Learning

2021 UNSW Heinz Harant Award for Teaching Innovation

2018 Foundations of University Learning and Teaching Alumni Scholarship, UNSW

2018 Certificate for Sustained Teaching Excellence, UNSW Business School

2012  Literati Network Awards for Excellence, Highly Commended

2011 Australasian Marketing Journal, Best Paper

My Research Supervision

2 PhD students