My areas of expertise include digital channel management, service delivery, service quality, service innovation, and the impact of new technologies on the service landscape. As well as publishing more than 90 peer-reviewed research papers, I've worked on these topics with a wide range public and private organizations in Australia and New Zealand. I came to academic life from a 19 year career in IT, digital channel management, and digital service delivery. I joined the staff at Victoria University of Wellington, teaching and researching mainly in the areas of electronic commerce and research methods. In 2016, I was awarded a major fellowship ($300,000) from the Australian government to pursue a program of research on digital services. I'm currently based in the Service Science Discipline at Queensland University of Technology.
Google Scholar: https://scholar.google.com.au/citations?user=vFJ6DHMAAAAJ&hl=en&oi=ao