Links between organisational and customer variables in service delivery: evidence, contradictions and challenges

- Dean, Alison M.

Rethinking customer expectations of service quality: are call centres different?

- Dean, Alison M.

Links between service climate, employee commitment and employees' service quality capability

- Little, Marie Mikic, Dean, Alison M.

The impact of the customer orientation of call center employees on customers' affective commitment and loyalty

- Dean, Alison M.

Creating a foundation for generic skills by embedding information literacy in commencing student assessment tasks

- Dean, Alison M., Cowley, Kym

Embedding information literacy in commencing student assessment tasks as a foundation for generic skills

- Dean, Alison M., Cowley, Kym, Yung, Michelle

Frontline employees' views on organizational factors that affect the delivery of service quality in call centers

- Dean, Alison M., Rainnie, Al

A research framework for examining customer participation in value co-creation: applying the service dominant logic to the provision of living support services to oncology day-care patients

- Rehman, Muqqadas, Dean, Alison M., Pires, Guilherme D.

Using an age-based lens to test the antecedents of value in retail

- Dean, Alison M., Rolland, Sylvie E.

Applying service logic to education: the co-creation experience and value outcomes

- Dean, Alison M., Griffin, Matthew, Kulczynski, Alicia

The reciprocal intertwining of practice and experience in value creation

- Ellway, Benjamin P. W., Dean, Alison M.

Design for service inclusion: creating inclusive service systems by 2050

- Fisk, Raymond P., Dean, Alison M., Alkire née Nasr, Linda, Joubert, Alison, Previte, Josephine, Robertson, Nichola, Rosenbaum, Mark Scott