Associate Professor
Phone: (07) 3138 2894
Fax: (07) 3138 1811
Email: rebekah.bennett@qut.edu.au
Room: Z1052
, Level 10, Z Block, Gardens Point campus
Qualifications
B Commerce (Hons), Griffith University
PhD, University of Queensland
Teaching Interests
- Consumer Behaviour
- Marketing Management
- Services Marketing
- Social Marketing
Research Interests
- Social Marketing
- Emotions in consumer behaviour
- Complaint behaviour
- Brand loyalty
- Service quality
- Defiant customer behaviour
Awards
- 2008 Highly Commended Award - Emotions Network Conference,Fontaineblau, France
- 2008 Vice-Chancellors Award for Performance (Research)
- 2008 Vice-Chancellors Award for Performance (Teaching)
- 2006 Best Paper Award - Emotions Network Conference, Atlanta, USA
- 2006 Best Paper Award - e-marketing Track, Australian and New Zealand Marketing Academy Conference (ANZMAC)
- 2001 Best Paper Award Market Research Society of Australia National Conference
- 2000 Best Lecturer Award Master of Technology Management Degree, Griffith University
- 1998 Lifetime membership conferred, Golden Key Honours Society for outstanding academic achievement
Publications
Journal Articles
Russell-Bennett, R., Previte. J and Zainuddin, N. (in press) Creating value for customers of government social marketing services. Australasian Marketing Journal. Accepted 6th September 2008.
Ganesan-Lim, C., Russell-Bennett, R. and Dagger, T. (2008) The Impact of Service Contact Type and Demographic Characteristics on Service Quality Perceptions. Journal of Services Marketing, Vol 22(7): 550-561
Keeffe, D. A., Russell-Bennett, R., and Tombs, A. (2008) Customer retaliation at the employee-customer interface. Journal of Management and Organization, Vol 14 (4): 438- 450
Russell-Bennett, R. McColl-Kennedy, J.R. and L.V. Coote. (2007) The relative importance of perceived risk, involvement and satisfaction on brand loyalty in a business services setting. Journal of Business Research, Vol 60(12): 1253-1260
Ng, S., Russell-Bennett, R. and Dagger, T. (2007) Typology of Mass Services: The Role of Service Delivery and Purpose in Classifying Service Experiences. Journal of Services Marketing, Vol 20(7) : 471 – 480
Russell-Bennett, R., & McColl-Kennedy, J. R., & Coote, L. V. (2007) Involvement, satisfaction, and brand loyalty in a small business services setting. Journal of Business Research, 60(12). pp. 1253-1260.
Bennett, R., Härtel, C. E. J., McColl-Kennedy, J. R. (2005) Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting. Industrial Marketing Management 34(7): 97 - 107
Bennett, R. and Rundle-Thiele, S. (2005) The brand loyalty cycle: implications for marketers. Journal of Brand Management, (Vol 12 (4): 250-263
Rundle-Thiele, S.R., Bennett, R. and S. Dann (2005) The successful preparation and development of future marketing professionals: A recommended methodological framework. Journal for Advancement of Marketing Education, Vol 7, (Winter): 27-36.
Leo, C., Bennett, R. and Härtel, C. E. J. (2005) Cross-cultural differences in consumer decision-making styles. Special Issue of Cross-Cultural Management: An International Journal, Vol 12 (3):32-62
Leo, C., Bennett, R. and Cierpicki, S.(2005) Is cross-cultural research still relevant in a global market? A comparison of Australian and Singaporean decision-making styles. Journal of Customer Behaviour, Vol 4: 17-45
Bennett, R. and Rundle-Thiele, S. (2004) Customer satisfaction should not be the only goal. Journal of Services Marketing, 18 (7): 514 – 523
Ma, R. Härtel C. E. J. and Bennett, R. (2004) A Model of the Affective and Cognitive Events in Expatriate Assignments. Journal of Doing Business Across Border, Vol3 (1): 7-16
Bennett, R. and Rundle-Thiele, S. (2002) Measuring attitudinal brand loyalty. Journal of Brand Management, Issue 3, Vol 9, January
Rundle-Thiele, S. and Bennett, R. (2001) A brand for all seasons? A discussion of brand loyalty approaches and their applicability for different markets. Journal of Product and Brand Management, Vol 1(10): p25-37
Bennett, R. and Bove, L. (2001) Identifying the key issues measuring loyalty. Australasian Journal of Market Research, Vol 9(2) July: p27-44
Bennett, R. and Dann, S. (2000) The changing experience of Australian female entrepreneurs. Gender, Work & Organization, Vol 7(3): p75-83
Bennett, R. and Dann, S. (2000) Like Mother, like Daughter: a study of the impact of age on entrepreneurial women in Australia. Academy of Entrepreneurship Journal, Vol 6(2): 50-76
Conference Papers
Zainuddin, N., Russell-Bennett, R., & Previte, J. (2008). Describing value in a social marketing service: What is it and how is it influenced? Paper presented at the International Nonprofit and Social Marketing Conference, Wollongong, NSW Australia. 15 – 16 July
Zainuddin, N., Russell-Bennett, R., & Previte, J. (2008). How is value created? A process model for value creation in social marketing services. Paper presented at the First World Social Marketing Conference, Brighton and Hove City, United Kingdom, 29 – 30 September
Hartel, C. E. J., Russell-Bennett, R., Lloyd, S. And Russell, K. (2008) Heart Vs Mind: What functions do emotional and cognitive loyalty serve? Emotions Network (EMONET) conference (Academy of Management SIG), 17 – 19 July, Fontainebleu, France
Russell-Bennett, R. and Rundle-Thiele, S.R. (2008) QUTopia: Assessing the Effectiveness of Student Operated Businesses for a Simulated World. Academy of Marketing Annual Conference, July 7-10, 2008, Aberdeen, Scotland
Russell-Bennett, R. and Keeffe, D. A. (2008) Emotions and Consumer Misbehaviour. In special session at American Marketing Association Services Special Interest Group, 5-7 June, Liverpool, United Kingdom
Keeffe, D. A., Russell-Bennett, R. and Drennan, J. (2008) Consumer Misbehaviour in High-Credence Services: Investigating Misbehaviour in Health Care. American Marketing Association Services Special Interest Group, 5 – 7 June Liverpool, United Kingdom
Leo, C. and Russell-Bennett, R. (2008) Customer-Oriented Defiance (COD) – Is it Playing God or the Devil? American Marketing Association Services Special Interest Group, 5 – 7 June, Liverpool, United Kingdom
Russell-Bennett, R., Keeffe, D. A. and Tombs, A. (2008) The mediating role of emotions on service recovery, blame and customer behaviour. European Marketing Academy Conference, Brighton, 27 – 30 May United Kingdom
Andrews, L., Drennan, J. and Russell-Bennett, R. (2008) Consumers’ emotional appraisals and action tendencies arising from viral mobile marketing. European Marketing Academy Conference, 27 – 30 May Brighton, United Kingdom
Tombs, A. and Russell-Bennett, R. (2007) The efficacy of facial expression in determining emotions associated with cross cultural service failures. Australia and New Zealand Marketing Academy Conference Proceedings, Dunedin, New Zealand, 1-3 December.
Drennan, P., Keeffe, D. A., Russell-Bennett, R. and Drennan, J. (2007) Designing a Game to Model Consumer Misbehavior. Accepted for presentation at the Digital Games Research Association (DIGRA) International Conference, Tokyo, Japan September 24-28
Leo, C. and Russell-Bennett, R. (2007) Customer-Oriented Defiance (COD): Exploring Righteous, Sacrificing and Sneaky Behaviours. Australia and New Zealand Marketing Academy Conference Proceedings, Dunedin, New Zealand, 1-3 December.
Russell-Bennett, R., Tombs, A and Ashkanasy, N.(2007) Recognition of emotional expression in cross cultural service encounters, International Society of Research in Emotions Conference, Sunshine Coast, 11 – 15 July
Russell-Bennett, R., Keeffe, D. A and Tombs A, (2007) Consumer retaliation: The role of service recovery efforts and anger following a service failure in European Marketing Academy Conference, Iceland May 23 – 26.
Zainuddin, N., Russell-Bennett, R. and Hartel, C.E.J. (2007) Why are businesses brand loyal? A functional approach to three dimensions of B2B brand loyalty. Australia and New Zealand Marketing Academy Conference Proceedings, Dunedin, New Zealand, 1-3 December.
Sibbick, J., Previte, J. and Russell-Bennett, R. (2007) Is Government Branding ‘Just Wall Paper’ or Does it Enhance Product Acceptance: Conceptualising Brand Influence in Social Marketing. International Non-profit and Social Marketing Conference, Brisbane, 27 – 28 September.
Zainuddin, N., Russell-Bennett, R. and Previte, J (2007) Conceptualising a relational approach to value creation in a government service: Implications for social marketing, in Social Marketing. International Non-profit and Social Marketing Conference, Brisbane, September
Keeffe, D and Russell-Bennett, R. (2006) An Investigation of Functional and Dysfunctional Consumer Behaviour during Frontline Service Encounters in Australia and New Zealand Marketing Academy Conference Proceedings Brisbane, Australia 4-6 December.
Andrews, L., Drennan, J. and Russell-Bennett, R. (2006) Consumer appraisals of mobile marketing communications, in Australia and New Zealand Marketing Academy Conference Proceedings Brisbane, Australia 4-6 December
Leo, C., Russell-Bennett, R., Drennan, J. (2006) Customer Advocacy in Services Marketing: A Definition and Key Antecedents, in Australia and New Zealand Marketing Academy Conference Proceedings, Brisbane, Australia 4-6 December.
Dann, S, Russell-Bennett, R., Drennan, J. and Dann, S.J. (2006) Female Entrepreneurship in Australia: revisited, in Australia and New Zealand Marketing Academy Conference Proceedings, Brisbane, Australia 4-6 December.
Russell, K., Bennett, R., and Hartel, C.E.J. (2006) Handling emotion-driven complaints in the financial services industry – An Australian case study. Frontiers in Services Conference, Brisbane, July.
Bennett, R., Härtel, C. E. J., Worthington, S. and Dickson, P.A.(2006) A functional approach to brand loyalty: an exploratory study. European Marketing Academy Conference, Athens 23 – 26 May
Bennett, R., Härtel, C.E.J., Nguyen, D. and Keeffe, D. (2006) Motives for complaining to a third party. Academy of Management Annual Meeting, August.
Härtel, C.E.J., Bennett, R. and Lloyd, S. (2006) Emotional Expression and the Gender Divide. Academy of Management Annual Meeting, August 2006.
Keeffe, D., Bennett, R. and Tombs, A. (2006) Caveat Venditor: How emotions and cognition influence consumers’ negative behavioural responses to service recovery. Fifth International Conference on Emotions and Worklife (EMONET), Atlanta, U.S.A 10 – 12 August.
Keeffe, D., Bennett, R. and Tombs, A (2006) An investigation of cognitive, emotional and negative behavioural responses to service recovery strategies. European Marketing Academy Conference, Athens 23 – 26 May
Härtel, C. E. J., Bennett, R., Russell, K.I. and Panipucci, D. (2005) Experienced emotional labour from work-related emotional regulation: What has emotional intelligence got to do with it? in proceedings of the 6th Industrial and Organisational Psychology Conference, 20 Jun – 3 July, Gold Coast, Australia.
Bennett, R., Hartel, C.E.J. and Drennan, J. (2005) It’s not about the money! Key drivers of satisfaction with Government Third-Party Complaint Handling. Competitive paper in Second Australasian Nonprofit and Social Marketing Conference, 22 – 23 September, Melbourne, Australia.
Härtel, C. E. J., Bennett, R. (2005) Development of a Theory of Workplace Events in proceedings of the annual meeting of the Academy of Management, 6 – 11th August, Hawaii USA.
Ng, S., Dagger, T. and Bennett, R. (2005) The Antecedents and Consequences of Customer Emotions in the Consumption of Collective Mass Hedonic Services. Competitive paper in Australia and New Zealand Marketing Academy Conference Proceedings, 5-7 December Perth, Australia
Fitzgerald, L., Drennan, J. and Bennett, R. (2005) Mobile phone consumption and implications for SMS Marketing. Competitive paper presented at European Marketing Academy Conference, Milan, Italy, 24-27 May.
Andrews, L., Drennan, J., and Bennett, R. (2005) Emotions in the experiential consumption of mobile phones. Competitive paper in Australia and New Zealand Marketing Academy Conference Proceedings, 5-7 December Perth, Australia
Rundle-Thiele, S., Bennett, R. and Leo, C. (2005) Investigating consumer decision making styles in goods and services in proceedings of the American Marketing Academy Services Special interest group (AMA ServSIG) Conference, 2nd – 4th June, Singapore.
Leo, C., Bennett, R. and McColl-Kennedy, J.R. (2005) LMCX model: A triadic approach for effective service delivery and service recovery in proceedings of the American Marketing Academy Services Special interest group (AMA ServSIG) Conference, 2nd – 4th June, Singapore.
Ganesan-Lim, C. and Bennett, R. (2005) Demographic Differences in Perceptions of Service Quality across Active and Passive Contact Services in proceedings of the American Marketing Academy Services Special interest group (AMA ServSIG) Conference, 2nd – 4th June, Singapore.
Bennett, R., Härtel, C. E. J. and McColl-Kennedy, J. R. (2004) A taxonomy of expressed emotion in complaints: Competitive paper presented at European Marketing Academy Conference, 19 – 21 May, Murcia, Spain
Previte, J., Bennett, R. and Drennan, J. (2004) New directions in social marketing: a meso-level perspective competitive paper in Inaugural Nonprofit marketing conference, 23 – 34 September, Canberra, Australia, p. 1-6
Bennett, R., Härtel, C. E. J., McColl-Kennedy, J. R. and James, C. E. (2003) Emotions and Complaining Behavior Following Service Failure in proceedings of the annual meeting of the Academy of Management, 1 – 6 August Seattle, USA.
Bennett, R. and Rundle-Thiele, S. (2003) Australian marketing education: examining the skills/ knowledge content. Competitive paper in Australia and New Zealand Marketing Academy Conference Proceedings Adelaide, Australia
Rundle-Thiele, S. and Bennett, R. (2003) A comparison of loyalty approaches. Competitive paper in World Congress of Marketing Conference, Academy of Marketing Science 11 – 14 June Perth, Australia
Rundle-Thiele, S. and Bennett, R. (2001) A rose by any other name: an examination of the relationship between satisfaction and loyalty. Competitive paper in Australia and New Zealand Marketing Academy Conference Proceedings, Auckland, New Zealand
Rundle-Thiele, S and Bennett, R. (2001) The decline of a prized virtue: loyalty in Australian consumers. Competitive paper in Australia and New Zealand Marketing Academy Conference Proceedings, Auckland, New Zealand
Bennett R., Coote, L. V., Härtel, C. E. J. and McColl-Kennedy, J. R. (2001) ]The impact of the client-service provider relationship on loyalty in a business service setting. Competitive abstract published in American Marketing Association Services SIG Conference Proceedings, Sydney 26 – 28 May.
Bennett, R. (2001) Back to the future: lessons for the future of brand loyalty research from the past. Competitive paper in National Market Research Society of Australia Conference Proceedings, Brisbane, September
Drennan, J., Bennett, R. and Andrews, T. (2001) The quest to educate the knowledge worker of the future: Integrating high-tech and high-touch learning in marketing education. Competitive paper in Open and Distance Learning Association of Australia Conference Proceedings 24-27 September, Sydney Australia
Bennett, R., McColl-Kennedy, J. R. and Coote, L. V. (2000) Trust, commitment and attitudinal brand loyalty: key constructs in business-to-business relationships. Competitive Paper in Australia and New Zealand Marketing Academy Conference Proceedings, Gold Coast, Australia p88 –92
Bennett, R. and Rundle-Thiele, S. (2000) Attitudinal brand loyalty – personality trait or brand specific? Competitive Paper in Australia and New Zealand Marketing Academy Conference Proceedings, Gold Coast, Australia, p. 97-101
Bennett, R., Coote, L. and Dann, S. (2000) A structural model for the antecedents of brand loyalty in the business services sector. Working Paper in British Academy of Management Conference Proceedings, University of Edinburgh, 13 – 15 September
BOOKS
Solomon, M. R., Dann, S., Dann, S.J., Russell-Bennett, R. (2007) Consumer Behaviour: Buying, Having, Being. Pearson Education, Sydney. (ISBN 0733973345)
Book Chapters
Dasborough, M.T., Sinclair, M., Russell-Bennett, R., & Tombs, A. (2008). Measuring emotion - Methodological issues and alternatives. In Ashkanasy, N. M., & Cooper, C. L. (Eds.). Research companion to emotions in organizations, Cheltenham, UK: Edwin Elgar Publishing (New Horizons in Management Series). p197 – 208
Keeffe, D. A., Russell-Bennett, R., & Tombs, A. (2007). The intentional use of service recovery strategies to influence consumer emotion, cognition and behaviour. In C. E. J. Hartel, W. J. Zerbe and N. M. Ashkanasy (Eds.), Research on Emotions in Organizations: Functionality, Intentionality and Morality (Vol. 3). London: Elsevier. (pp 141 - 176)
Dann, S., & Bennett, R. (2005) The changing experience of Australian women entrepreneurs. In International Handbook of Women and Small Business Entrepreneurship edited by S L Fielden and M J Davidson, UMIST, UK.
Bennett, R., Hodkinson, C., & Ng, S. (2004) On the field the Brisbane AFL Lions roar - but purr over their fans to win a Lion's share of the market! In: Kotler, Philip and Brown, Linden and Stewart, Adam and Armstrong, Gary, (eds.) Marketing. Prentice-Hall, Frences Forest, NSW, pp. 70-73.
Bennett, R. (2003) Communication in Services. In Services Marketing edited by J. R. McColl-Kennedy, Wiley and Sons, Sydney, p236 – 267.
Case Studies
Duncan, B. and Bennett, R. (2007) The adoption of a marketing orientation by the Outback Queensland Tourism Authority. In Kotler, P., Brown, L., Adam, S., Burton, S. and Armstrong, G. Marketing 7th edition, p. 34-37
Bennett, R. and Previte, J. (2003) Monaro – a retro revival. In McCarthy, E. J., Perrault, W. D. and Quester, P. Basic Marketing: A Managerial Approach, McGraw-Hill, Sydney, p. 548 - 551
Previte, J. and Bennett, R. (2003) Austin Powers’ SMS Message. In McCarthy, E. J., Perrault, W. D. and Quester, P. Basic Marketing: A Managerial Approach, McGraw-Hill, Sydney, p. 107 – 110
Bennett, R. (2003) Buy-Australia: capturing the heart and wallets of Australian consumers. In Kotler.P., Adam.S., Brown,L. and Armstrong, G. Principles of Marketing, 2nd ed Pearson Education, Sydney, p. 245-247
Bennett, R, and Whealey, M (2001) Look-up Clarkstown Show. In Pope, N. and Turco, D. Sport & Event Marketing , McGraw-Hill on-line student & lecturer supplement at:
http://www/mcgraw-hill.com.au/mhhe/marktng/pope
Bennett, R. and Gard, K. (2000) A case in Implementing E-Commerce: Golden Glow. In case-study in McCarthy, E. J., Perrault, W. D. and Quester, P. Basic Marketing: A Managerial Approach,, McGraw-Hill, Sydney
Bennett, R. and Callanan, T. (1999) Local Government – introducing the marketing concept. In Merrilees, B. and Walker, R. Strategic Marketing Management for the Pacific Region, McGraw-Hill, Sydney
Bennett, R. (1999) Organ Donation. In Merrilees, B. and Walker, R. Strategic Marketing Management for the Pacific Region, McGraw-Hill, Sydney