Research Fellow (DECRA), Information Systems, Queensland University of Technology

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.

ORCID: 0000-0002-4284-7467
Google Scholar: https://scholar.google.com.au/citations?user=vFJ6DHMAAAAJ&hl=en&oi=ao

Experience

  • –present
    Research fellow, Queensland University of Technology
  • 2008–2016
    Senior lecturer, Victoria University of Wellington

Education

  • 2010 
    Victoria University of Wellington, Information Systems

Grants and Contracts

  • 2016
    Digital Service Quality
    Role:
    Sole Chief Investigator
    Funding Source:
    Australian Research Council
  • 2016
    Research Systems
    Role:
    Chief Investigator
    Funding Source:
    Australian Research Council
  • 2013
    Information systems as a service
    Role:
    Partner Investigator
    Funding Source:
    Australian Research Council