Dr Tracey DAGGER
Contact
Positions Held
Senior Lecturer in Marketing
Academic Qualifications
| Degree |
Institution |
Field |
Year |
| PhD |
The University of Western Australia |
Marketing |
2004 |
| BBus (Hons) |
Central Queensland University |
|
1995 |
Affiliations
- Center for Service Leadership, W.P. Carey School of Business, Arizona State University - CSL Global Faculty Member 2009-2012
Memberships
- The Academy of Marketing Science
- Australian Marketing Institute
- Chamber of Commerce
Major Research Grants
| Year |
Title of Grant |
Granting Agency |
Amount |
| 2007-2009 |
Customer Co-production in Ongoing Health |
Australian Research Council Linkage Grant |
115,784.00 |
| 2006 |
Do Mature Age Consumers Prefer Dealing with Mature Age Service Providers? An Investigation of the Medical and Financial Service Industries |
National Seniors Productive Ageing Centre Grant |
7893.00 |
| 2006 |
An Examination of Service Relationships Across Service Classifications |
UQ New Staff Start-Up Grant |
11,939.37 |
Field of Current Research
| Title of Research Area |
Brief Description |
|
Tracey's research interests are focused in the area of services marketing and media planning, including service quality and satisfaction, the economic and social outcomes of services, relationship development, co-creation in service contexts, and advertising research. She has a particular interest in health care marketing. |
Publications
Book Chapters And Case Studies
- Dagger, T., and Lawley, M. "Service Quality", Chapter 4, In Services Marketing (2003) edited by J.R. McColl-Kennedy, John Wiley, Brisbane.
- Lawley, M., and Dagger, T. "Managing Supply and Demand", Chapter Eight, In Services Marketing (2003) edited by J.R. McColl-Kennedy, John Wiley, Brisbane.
- Dagger, T. (2003), Case Study 6: Party People: Managing Supply and Demand, In Services Marketing. J. McColl-Kennedy (Ed), John Wiley, Brisbane.
- Dagger, T. and Lawley, M. (2003), Case Study 2: Being a Patient: Health Care Service Quality, In Services Marketing. J. McColl-Kennedy (Ed), John Wiley, Brisbane.
Published Refereed Journal Articles
- Dagger, T., Danaher, P. and Gibbs, B. (2009) "How Often Versus How Long?: The Interplay of Contact Frequency and Relationship Duration in Customer Perceptions of Service Relationship Strength," Journal of Service Research, 11 (4), 371-388. Sept 09 37th most read JSR article
- O'Sullivan, D., Chenet, P., and Dagger, T. (forthcoming) "Service Quality, Trust, Commitment and Service Differentiation in Business-to-Business Relationships," Journal of Services Marketing.
- Dagger, T. and O'Brien, T. (forthcoming) "Does Experience Matter: Differences in Relationship Benefits, Quality and Loyalty for Novice and Experienced Service Users," European Journal of Marketing.
- Dagger, T., Sweeney, J. and Johnson, L. (2007) "A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model", Journal of Service Research 10 (2), 123-142. Sept 09 2nd most read JSR article
- Dagger, T., and Sweeney, J. (2007) "Service Quality Attribute Weights: How Do Novice and Longer-Term Customers Construct Service Quality Perceptions? Journal of Service Research 10 (1), 22-42.
- Dagger, T. and Sweeney, J. (2006), "The Effect of Service Evaluations on Behavioural Intentions and Quality-of-Life", Journal of Service Research, 9 (1), 2-19.
- Ng, S., 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, 21 (7), 471-480.
- Ward, T., and Dagger, T, (2007) "The Complexity of Relationship Marketing for Service Customers," Journal of Services Marketing, 21 (4) 281-291.
- Ganesan-Lim, C., Russell-Bennett, R. and Dagger, T, "The Impact of Service Contact Type and Demographic Characteristics on Service Quality Perceptions," Journal of Services Marketing, Forthcoming.
- Raciti, M. and Dagger, T. "Embedding Relationship Cues in Written Communication," Journal of Services Marketing, Forthcoming.
Published Refereed Conference Papers and Subsequent Abstracts
2009
- McColl-Kennedy, J., Vargo, S., Dagger, T. and Sweeney, J. "Customers as Resource Integrators: Styles of Customer Co-Creation," Naples Forum on Services: Service-Dominant Logic, Service Science, and Network Theory, June 2009. Best Conference Paper Award
- Danaher, P., Dagger, T., Smith, M. "Forecasting Television Ratings," INFORMS Marketing Science Conference, June 2009.
- Dagger, T. Danaher, P. and Gibbs, B. "Keeping and Interacting with Your Customers: How Often versus How Long," QUIS, June 2009.
- Dagger, T. and David, M. "Satisfaction - Loyalty: It's Not That Simple," Academy of Marketing Science Conference, May 2009.
- Bowden, J., Dagger, T. and Elliott, G. "Earning Customer Loyalty: The Role of Satisfaction, Trust, Delight, Commitment and Involvement," World Marketing Congress Conference, July 2009.
- McColl-Kennedy, J., Vargo, S., Dagger, T. and Sweeney, J. "Customers as Resource Integrators: Styles of Customer Co-creation," Forum on Services: Service-Dominant Logic, Service Science, and Network Theory," June 2009.
2003-2008
- Danaher, P. and Dagger, T (2008), "How TV Advertising Media are Consumed," Empirical Generalizations in Advertising, The Wharton School, Philadelphia.
- Dagger, T, Danaher P, and Gibbs B (2008), "How Often Versus How Long?: The Interplay of Contact Frequency and Relationship Duration in Customer Perceptions of Service Relationship Strength," SERVSIG, Liverpool, UK.
- Ng, S. and Dagger, T (2007), "Service Experience Evaluation: The Interrelationships of Customer Affect and Service Outcomes," Australian and New Zealand Marketing Academy Conference, Dunedin, New Zealand.
- O'Brien, T. and T. Dagger (2007), "Exploring the Effect of Relationship Duration on the Association between Core Service Benefits, Relational Benefits and Relationship Outcomes," Australian and New Zealand Marketing Academy Conference, Dunedin, New Zealand.
- Dagger, T. and J. Sweeney (2007), "A Comparison of Service Quality Attribute Weights Across Service Experiences," World Marketing Congress, Verona, Italy, July 11-14.
- Ng, S. and Dagger, T (2006), "The Antecedents and Consequences of Customer Emotions in Collective Hedonic Services: An Exploratory Study," Australian and New Zealand Marketing Academy Conference, Brisbane, Australia.
- Dagger, T., and Sweeney, J. (2005), "Shifts in Service Quality Attributes Over the Customer-Provider Relationship," Australian and New Zealand Marketing Academy Conference, Perth, Western Australia.
- Ng, S., Dagger, T. and Bennett, R. (2005), "The Antecedents and Consequences of Customer Emotions in the Consumption of Collective Mass Hedonic Services," Australia and New Zealand Marketing Academy Conference, Perth, Australia.
- Dagger, T., and Sweeney, J. (2004), "A New Perspective on Service Quality: A Multi-Dimensional, Hierarchical Scale," Australian and New Zealand Marketing Academy Conference, Wellington, New Zealand, December.
- Dagger, T., and Sweeney, J. (2003), "Exploring the Role of Quality of Life in the Service Quality, Satisfaction, Behavioural Intent Relationship," World Marketing Congress, Perth, Australia, June.
- Dagger, T., and Sweeney, J. (2003), "Service Decision-Making: The Interrelationship of Service Quality, Satisfaction, Quality-of-Life and Behavioural Intent," Australian and New Zealand Marketing Academy Conference, Adelaide, Australia. Best Conference Paper Award
Distinctions
- Best Paper Award. McColl-Kennedy, J., Vargo, S., Dagger, T. and Sweeney, J. (2009) "Customers as Resource Integrators: Styles of Customer Co-Creation," Naples Forum on Services: Service-Dominant Logic, Service Science, and Network Theory, Naples, Italy. Paper selected from 200 submitted papers.
- Australia and New Zealand Marketing Academy Conference (ANZMAC) Early Career Researcher Award, 2008. This award recognises outstanding research performance in an early career researcher.
- Emerald/EFMD Outstanding Doctoral Research Award (Services Management), 2005. This award recognises excellence in research and scholarship and receives applications from the UK, Europe, US and Asia-Pacific.
- PhD Rated in Top 5% of Theses Internationally in Services Marketing, 2004
- Best Paper Award. Dagger, T., and Sweeney, J. (2003), "Service Decision-Making: The Interrelationship of Service Quality, Satisfaction, Quality-of-Life and Behavioural Intent," Australian and New Zealand Marketing Academy Conference, Adelaide, Australia. This paper was selected for this award from more than 330 submitted papers.
Research Interests
Academic Cluster
Marketing
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