Christine Mathies

Academic Director Undergraduate Programs
Associate Professor

Christine is a services marketing researcher and focuses on psychological and technological influences on customer choices and frontline employee behaviour in services.  Her research interests include the well-being of service staff, the use of humour in service delivery, and customers' experiences with frontline service robots.

Christine is also an experienced and passionate educator who is responsible for the undergraduate program portfolio in the Business School

 

Journal articles
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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
2020
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
2019
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
2018
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
2018
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
2017
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
2016
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
2015
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
2014
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
2013
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
2012
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
2011
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
2011
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
2010
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
2007
Conference Papers
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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
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
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
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
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
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
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
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
2011
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
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
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
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
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
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
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
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
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
2005
Conference Presentations
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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
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
2014
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
2014
Conference Abstracts
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Patterson P; Mathies C, 2018, 'Humour in service recovery - no laughing matter', in ANZMAC 2018 Conference Proceedings, ANZMAC, Adelaide, presented at ANZMAC, Adelaide, 03 December 2018 - 05 December 2018
2018
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, Frontiers in Services, New York, presented at Frontiers in Services, New York, 22 June 2017 - 25 June 2017
2017
Chiew TM; Mathies C; Patterson , 2016, 'The Effect of Humour Usage on Customer’s Experiences', in Frontiers in Services 2016, Frontiers in Services Conference, Bergen, Norway, Vol. 44, pp. 109 - 127, presented at Frontiers in Services Conference, Bergen, Norway, 23 June 2016 - 26 November 2016, http://dx.doi.org/10.1177/0312896218775799
2016
Book Chapters
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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
2015
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
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, edn. 6, Pearson Education, Frenchs Forest, pp. 191 - 217
2014
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
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, edn. 5, Pearson Education, Frenchs Forest, pp. 164 - 196
2011
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
2008
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
2006
Mathies C; Fuchs M, 2005, 'Informationstechnologien als Quelle von Innovationen.', in Fuchs M (ed.), Erfolg durch Innovation., edn. Original, Gabler,, Wiesbaden., pp. 297 - 309
2005
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
2002
Books
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Weiermair K; Mathies C, 2012, The tourism and leisure industry: Shaping the future, http://dx.doi.org/10.4324/9780203049853
2012

Services marketing; Consumer decision making; Capacity and revenue management; Fairness in consumer choices; loyalty programs; humour in services; frontline service robots; social robots

Mathies C, 2016, New Australian study says humour at work is key to successful customer engagements, https://www.scmp.com/business/companies/article/1989799/new-australian-study-says-humour-work-key-successful-customer
2016