Associate Professor Christine   Mathies
Associate Professor

Associate Professor Christine Mathies

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

Business School
Sch of Marketing

Christine researches, teaches and collaborates with industry in services marketing.  Her work examines how people and technology can create service experiences that create value for organisations, employees and customers alike. Much of her research is applied and she has partnered with many organisations, from not-for profit community organisations to large corporations such as Boeing and major banks. Christine’s work has featured in the media, including the Sydney Morning Herald, South China Morning Post, National Nine News, and ABC Radio.  Christine supervises Honours and PhD students. Her work is published in leading international services journals, e.g. Journal of Travel Research, Journal of Services Marketing, and the Journal of Service Theory and Practice. Christine is an editorial board member of the Journal of Revenue and Pricing Management, a reviewer for many service and business journals, and an assessor for the Hong Kong Research Grant Council.  The Australian & New Zealand Marketing Academy (ANZMAC) recognised Christine’s research excellence with the Doctoral Award.


Christine is an experienced and passionate educator who is committed to the student experience. As the Academic Director, Undergraduate Programs, she is responsible for the entire undergraduate program portfolio at the Business School.  She has extensive experience in comprehensive curriculum redesign at course and program level, and loves sharing her learning and teaching expertise through formal and informal mentoring and training programs, academic program reviews and publications.  Her educational excellence has been awarded with the UNSW Business School Certificate for Sustained Teaching Excellence.


In addition to being Academic Director, Undergraduate Programs, Christine holds several leadership positions. For example she serves on the UNSW Business School Education Committee, Faculty Board, and Faculty Assessment Review Group, and the UNSW Board of Studies. An avid advocate for equity and diversity in business education, Christine champions the UNSW Gateway Program, the UNSW Prep Programs, and the Indigenous Pre-Program at UNSW.


Christine earned a Master of Social and Economic Sciences from the University of Innsbruck, Austria, a PhD from the University of Technology, Sydney, and a Graduate Certificate in University Learning and Teaching from UNSW.  She shares her expertise with public sector organisations as a pro-bono consultant.  

 

 

Phone
+61-2-9385 3376
Location
Room 1038C, Quadrangle building

Publications

  • Book Chapters | 2015
    Associate Professor Christine Mathies
    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
    Book Chapters | 2014
    Associate Professor Christine Mathies
    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
    Book Chapters | 2014
    Associate Professor Christine Mathies
    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
    Books | 2012
    Associate Professor Christine Mathies
    Weiermair K; Mathies C, 2012, The tourism and leisure industry: Shaping the future, http://dx.doi.org/10.4324/9780203049853
    Book Chapters | 2011
    Associate Professor Christine Mathies
    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
    Book Chapters | 2011
    Associate Professor Christine Mathies
    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
    Book Chapters | 2008
    Associate Professor Christine Mathies
    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
    Book Chapters | 2006
    Associate Professor Christine Mathies
    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
    Book Chapters | 2005
    Associate Professor Christine Mathies
    Mathies C; Fuchs M, 2005, 'Informationstechnologien als Quelle von Innovationen.', in Fuchs M (ed.), Erfolg durch Innovation., edn. Original, Gabler,, Wiesbaden., pp. 297 - 309
    Book Chapters | 2002
    Associate Professor Christine Mathies
    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 | 2020
    Associate Professor Christine Mathies
    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
    Journal articles | 2019
    Associate Professor Christine Mathies
    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
    Journal articles | 2018
    Associate Professor Christine Mathies
    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
    Journal articles | 2018
    Associate Professor Christine Mathies
    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
    Journal articles | 2017
    Associate Professor Christine Mathies
    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
    Journal articles | 2016
    Associate Professor Christine Mathies
    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
    Journal articles | 2015
    Associate Professor Christine Mathies
    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
    Journal articles | 2014
    Associate Professor Christine Mathies
    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
    Journal articles | 2013
    Associate Professor Christine Mathies
    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
    Journal articles | 2012
    Associate Professor Christine Mathies
    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
    Journal articles | 2011
    Associate Professor Christine Mathies
    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
    Journal articles | 2011
    Associate Professor Christine Mathies
    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
    Journal articles | 2010
    Associate Professor Christine Mathies
    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
    Journal articles | 2007
    Associate Professor Christine Mathies
    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
  • Conference Papers | 2019
    Associate Professor Christine Mathies
    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 Presentations | 2019
    Associate Professor Christine Mathies
    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
    Associate Professor Christine Mathies
    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
    Conference Abstracts | 2017
    Associate Professor Christine Mathies
    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
    Conference Abstracts | 2016
    Associate Professor Christine Mathies
    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
    Conference Papers | 2015
    Associate Professor Christine Mathies
    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
    Conference Papers | 2014
    Associate Professor Christine Mathies
    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
    Conference Papers | 2014
    Associate Professor Christine Mathies
    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
    Conference Papers | 2014
    Associate Professor Christine Mathies
    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
    Conference Papers | 2014
    Associate Professor Christine Mathies
    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
    Conference Presentations | 2014
    Associate Professor Christine Mathies
    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
    Conference Presentations | 2014
    Associate Professor Christine Mathies
    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
    Conference Papers | 2012
    Associate Professor Christine Mathies
    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
    Associate Professor Christine Mathies
    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
    Associate Professor Christine Mathies
    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 | 2010
    Associate Professor Christine Mathies
    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
    Associate Professor Christine Mathies
    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 | 2009
    Associate Professor Christine Mathies
    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
    Conference Papers | 2008
    Associate Professor Christine Mathies
    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
    Conference Papers | 2007
    Associate Professor Christine Mathies
    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
    Conference Papers | 2007
    Associate Professor Christine Mathies
    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
    Conference Papers | 2006
    Associate Professor Christine Mathies
    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
    Conference Papers | 2005
    Associate Professor Christine Mathies
    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

Awards

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

Grants

Media