Dr Alastair TOMBS
Contact
Positions Held
Lecturer (Marketing)
Academic Qualifications
| Degree |
Institution |
Field |
Year |
| PhD |
The University of Queensland |
Marketing Management |
2005 |
| BCom (Hons 1) |
University of Otago, New Zealand |
Marketing Management |
2000 |
Memberships
- Academy of Marketing Science
- Association for Consumer Research
- Australia and New Zealand Academy of Marketing
- Australian Marketing Institute
Field of Current Research
| Title of Research Area |
Brief Description |
| The Social-servicescape |
This research stems from my PhD topis and investigates the effect that the human aspects of the service environment have on customer behaviour and attitudes. |
| Emotional contagion |
This research concentrates on the effects of emotional contagion between customers and customers, and between customers and frontline employees |
| Emotional expression |
This research focuses on how emotions are expressed and recognised by individuals though non verbal means. I am currently looking at such media as the internet and clothing as ways we express how we are feeling. |
Publications
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, (pp197-208). Cheltenham, UK: Edwin Elgar Publishing (New Horizons in Management Series).
- Keeffe, D.A., Russell-Bennett, R., & Tombs, A. (Forthcoming 2007). The intentional use of service recovery strategies to influence consumer emotion, cognition and behaviour. In C.E.J. Hartel, W. J. Zerbe & N.M. Ashkanasy (Eds.), Research on Emotions in Organizations: Functionality, Intentionality and Morality (Vol.3). London: Elsevier.
- Dasborough, M.T., Sinclair, M., Bennett, R., & Tombs, A. (forthcoming, 2007). Measuring emotion - Methodological issues and alternatives. In Ashkanasy, N. M., & Cooper, C.L. (Eds.). Research companion to emotions in organizations, (ppX-XX). Cheltenham, UK: Edwin Elgar Publishing (New Horizons in Management Series).
Published Refereed Journal Articles
- Keeffe D, Russell-Bennett, R. & Tombs, A.G. (2008). Customer retaliation at the employee-customer interface. The Journal of Management and Organizations Vol.14(1); 438-50.
- Tombs A. and McColl-Kennedy, J.R. (2003) Social Servicescape conceptual Model. Marketing Theory. Vol 3(4); 37-65
Published Refereed Conference Papers And Subsequent Abstracts
- Russell-Bennett R., Keeffe D.A., & Tombs A. (2008) The mediating role of emotions on service recovery, blame and customer behaviour. 37th European Academy of Marketing Conference proceedings. Brighton, England, May 27-30.
- Tombs, A.G. (2006) Do our Feelings Leak Through the Clothes we Wear? Competitive paper in Australian and New Zealand Marketing Academy Conference proceedings. Brisbane, Australia. December 4-6
- Keefe, D., Bennett, R., & Tombs A.G. (2006) Caveat Venditor: How emotions and cognition influence consumers' negative behavioural responses to service recovery. 5th International Conference on Emotions and Organizational Life conference. Atlanta. August 10-12. Winner of Best Paper based on a PhD Thesis
- Tombs, A.G. (2006) Customer influence on social-petal and socio-fugal customer behaviour within the servicescape. 15th Annual AMA Frontiers in Service Conference. Brisbane Australia June 29-July 2.
- Keefe, D., Bennett, R., & Tombs A.G. (2006) An investigation of cognitive, emotional and negative behavioural responses to service recovery strategies. 35th European Academy of Marketing Conference proceedings. Athens. May
- Tombs, A.G. & J.R. McColl-Kennedy. (2005). Customer to customer emotional contagion and counter-contagion in a social service setting. Paper accepted for the 14th Annual Frontiers in Services Conference. Tempe, Arizona. October 6-9
- Tombs, A.G. & J.R. McColl-Kennedy. (2005). Customer to customer emotional contagion: Group vs private purchase occasions. Competitive Paper in 4th AMA SERVSIG Research Conference Proceedings. Singapore. June 2 - 4
- Tombs, A.G. & J.R. McColl-Kennedy. (2005). The impact of social density, purchase occasion and displayed emotions of others on customer affect and behavioural intentions. Competitive paper in 34nd European Marketing Academy Conference proceedings. Milan, Italy. May 25-27.
- Tombs, A.G. & J.R. McColl-Kennedy. (2004). The importance of physical, social and contextual elements of the social-servicescape on customer affect and repurchase intentions. Competitive paper in Australian and New Zealand Marketing Academy Conference proceedings. Wellington, New Zealand. November 29 - December 1.
- Nominated for Best Paper Award
- Tombs, A.G. & J.R. McColl-Kennedy. (2003). Customers as spatial and social influencers on other customers in the social-servicescape. Competitive paper in Australian and New Zealand Marketing Academy Conference proceedings. Adelaide Australia. December 1-3.
- Tombs, A.G. & J.R. McColl-Kennedy. (2003). The Social-servicescape: A conceptual model. Competitive paper in 32nd European Marketing Academy Conference proceedings. Glasgow Scotland. May 20-23.
- Winner of Best Paper based on a PhD Thesis.
- Tombs, A.G. & J.R. McColl-Kennedy. (2002). Beyond the servicescape: Customer-to-customer interactions in the social-servicescape. Competitive paper in Australian and New Zealand Marketing Academy Conference proceedings. Melbourne Australia. December 2-4.
Research Colloquia
- Ng, G., Tombs, A.G. & Bennett, R. (2005) The role of culture, emotional intelligence and displayed emotions in non-verbal complaint behaviour. 3rd Brisbane Symposium on Emotions and Work Life. Griffith University, Brisbane, November 25.
- Keefe, D. Bennett, R. & Tombs, A.G. (2005) The role of emotion for dysfunctional consumers in a service recovery context. 3rd Brisbane Symposium on Emotions and Work Life. Griffith University, Brisbane, November 25.
- Tombs A.G. (2004) "The Contextual Effects of Emotional Contagion in Service Environments." 2nd Brisbane Symposium on Emotions and Work Life. University of Queensland, Brisbane, November 26.
- Tombs A.G. (2003) "The Social-Servicescape: the influence of the social environment on customer's affective state." 1st Brisbane Symposium on Emotions and Work Life. University of Queensland, Brisbane, November 25.
- Tombs, A.G. (2002). The Social-servicescape: The impact of customers on the service environment. Australian and New Zealand Marketing Academy Doctoral Colloquium. Auckland, New Zealand. December 1.
- Joint winner - Monash PhD Award: Proposal with the greatest potential to advance marketing knowledge.
Research Interests
- Emotions In Business
- Service Research
Thesis Topic
The integration of customers into atmospherics
Academic Cluster
Marketing
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