Raechel Johns
Professor
School of Management
University of Canberra
Australia
Biography
My main research theme relates to customer value through service. I am, however, interested in a broad range of marketing and management related topics. My main focus is on customer value, customer relationships and improving community well-being through service. I have a particular interest in how technology improves or hinders the service delivery process and the relationship between an organisation and their customers or between individuals. My PhD thesis explored self-service technologies, service-dominant logic and relationship marketing which all remains interests of mine. More recently, however, I have been exploring Transformative Service Research/ customer well-being- for example, through a focus on health services, community well-being etc.
Research Interest
Areas of Research Interest Services Marketing Technology in marketing eg. internet marketing and self-service technologies Social media Co-creation of value Brand position and relationships with customers Research Theories / Models of Interest Relationship Marketing Service Dominant Logic / Co-creation of value/ co-production/ customer value/ service logic / tangibles and intangibles International marketing Services marketing Research Methods of Interest Qualitative Mixed-Methods Netnography Innovative research Quantitative
