Rate My Professor Alison Dean

Alison M. Dean is Emeritus Professor of Service Marketing and Management in the Newcastle Business School, College of Human and Social Futures, at the University of Newcastle, Australia. She holds a PhD from Monash University, a BSc (Hons) and Diploma in Education from the University of Sydney, a Master of Business from Southern Cross University, and a Graduate Diploma in Business Management from Monash University. Dean's academic career commenced at Monash University Faculty of Business and Economics as Senior Lecturer from 1992 to 2005, during which she served as Deputy Head of the Department of Management from 1998 to 1999. She joined the University of Newcastle in 2005, taking on key leadership roles including Assistant Dean for Teaching and Learning in the Faculty of Business and Law from 2006 to 2008, Head of the Marketing Discipline in Newcastle Business School in 2009, Visiting Scholar at the University of La Rochelle in France in 2008, Assistant Dean for Research Training from 2010 to 2011, and Head of Newcastle Business School from June 2010. She also directed the Lucy Mentoring Program for final-year women students from 2007.

Dean's research focuses on service marketing and management, encompassing customer loyalty, consumer participation in value co-creation, service quality, and customer experiences in sectors such as retail, health care, and call centers. Her publications appear in prestigious journals including Journal of Service Research, Journal of Business Research, Journal of Service Management, and Marketing Theory. Notable works include 'The contribution of emotional satisfaction to consumer loyalty' (Yu and Dean, 2001), cited over 1400 times; 'Analysing service quality in the hospitality industry' (Mei, Dean and White, 1999); and 'Design for service inclusion: creating inclusive service systems by 2050' (Fisk et al., 2018). She has supervised more than 20 postgraduate students to completion and earned the University of Newcastle Vice-Chancellor's Faculty Award for Supervision Excellence in 2009. Additional honors comprise the Monash University Vice-Chancellor's Award for Distinguished Teaching (1998), CAUT Award for Exemplary Practice (1995), and the 2002 Gippsland Excellence in Disability Support Award. Dean has advanced business pedagogy through projects on student assessment and generic skills development.