UQ Business School

Staff Details

Alastair Tombs

434
Colin Clark
St. Lucia
Tel: +61 7 3346 8091
Fax: +61 7 3346 8188

UQ Business School
A.Tombs@business.uq.edu.au

Alastair Tombs

Lecturer in Marketing & Director of Bachelor of Business Management Honours Program
BCom (Hons 1) (University of Otago, New Zealand)
PhD, PGC Higher Ed (UQ)

Profile:

Alastair is a lecturer and researcher in marketing at University of Queensland, Australia. Prior to gaining a PhD in Marketing Management in 2005 he has had extensive experience in both the commercial and public sectors. This included over 20 years of running his own businesses in areas such as retail, property management and architectural/engineering design. His main area of interest lies in the field of services environments and their impact on consumer behaviour, as well as the effects of emotional contagion on customer to customer interactions. To date Alastair's work has been published in: academic journals (Marketing Theory, Journal of Management and Organisation, Australasian Marketing Journal, Managing Services Quality); books (Research on emotions in organizations, Research companion to emotions in organizations, Streaming Media in Higher Education) and at numerous international conferences. He has received "best paper" awards at Australasian, American and European marketing conferences.

Alastair Tombs is a member of Service Research research group and Marketing teaching group

Memberships
Distinctions
Research Interests
Thesis
Publications on UQ eSpace

Memberships

Association for Consumer Research
Australia and New Zealand Academy of Marketing
Australian Marketing Institute
Emotions and Organisational Life (EMONET)

Distinctions

Best Paper Award 2010 – Australian Marketing Journal: Tombs, Alastair G. and Janet R. McColl-Kennedy (2010) Social and spatial influence of other customers in the social-servicescape, Australasian Marketing Journal, 18 (3), 120-131.
Best paper based on a PhD Thesis award 2006 - Keeffe, 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. Atlanta. August 10-12.
Best paper award 2003 – 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
Monash PhD Award 2002 - 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.

Research Interests

Customer integration into the service environment
This research concentrates on the effects that other customers have on customers. It investigates emotional contagion between customers and deindividuation effects of staff and customers.
Emotional expression
This research focuses on how emotions are expressed and recognised by individuals though non verbal means. I am currently looking at face to face interactions in the service environment, cross-cultural emotional recognition, and the use of clothing as emotional expression.
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.

Thesis

The integration of customers into atmospherics

Recent Publications

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