Rate My Professor Jamie Carlson

Professor Jamie Carlson serves as Professor in Marketing and Deputy Head of School - Research at the Newcastle Business School, University of Newcastle, Australia. He earned his PhD in Management, Bachelor of Business (Honours), and Bachelor of Business from the University of Newcastle. Before entering academia full-time, Carlson worked at IBM Global Services in Melbourne, specializing in marketing and business consulting for government, small-to-medium businesses, and telecommunications sectors. Throughout his career at the University of Newcastle, he has held leadership positions including Assistant Dean Research and Engagement (2018-2020), Head of Marketing Discipline (2017-2018), Interim Assistant Dean Internationalisation (2014), and Program Convenor for Masters of Marketing (2010-2015).

Carlson's research interests center on service marketing and marketing management, with a particular emphasis on customer experience management at the customer-technology interface, encompassing omni-channel marketing, e-commerce, social media, augmented and virtual reality technologies, service design, consumer behaviour in service industries, and e-health service adoption. His work aligns with the Australian Federal Government's 'Growth Through Innovation' agenda and the United Nations Sustainable Development Goals. He has published extensively in leading journals such as Journal of Retailing, European Journal of Marketing, Journal of Business Research, and International Journal of Information Management. Key publications include "Perceived Omnichannel Customer Experience (OCX): Concept, measurement, and impact" (2022), "Go with the flow: engineering flow experiences for customer engagement value creation in branded social media environments" (2017), and "Examining the drivers and brand performance implications of customer engagement with brands in the social media environment" (2014). With over 11,400 citations on Google Scholar, his research exerts considerable influence in the field. Carlson has garnered numerous accolades, including the American Marketing Association Winter Academic Conference Best Track Paper Award in Services and Customer Experience (2026), Jay Lindquist Best Conference Paper Award from the Academy of Marketing Science World Marketing Congress (2025), and Vice-Chancellor's Citation for Outstanding Contribution to Student Learning (2010). He has successfully supervised 24 completed PhD, DBA, and Honours students, many securing academic positions or industry roles, and serves on the editorial board of Journal of Consumer Marketing while co-leading special issues in prominent journals.