David Matthews

Adelaide Business School

Faculty of Arts, Business, Law and Economics

My research interests revolve around issues of diversity and inclusion in service environments, particularly in examining the ways that service actors co-create value through performances of diverse identities. My research also focuses on the impacts that diversity in service interactions has on perceptions of service quality and customers' post-service responses, with an emphasis on improving actor wellbeing at both an organisation and personal level.

  • Conference Papers

    Year Citation
    2020 Matthews, D., & Rao Hill, S. (2020). Examining the Effects of FLE Gender-job Congruency in Service Failure. In ANZMAC 2019.
    2018 Matthews, D., & Rao Hill, S. (2018). The Effect of Frontline Employee Gender-Job Congruency on Customer Forgiveness in Service Failure. In EMAC 2018.
    2017 Matthews, D., & Rao Hill, S. (2017). The Influence of Service Staff Sex in Gendered Service Recoveries: The Effects on Customer Forgiveness, Satisfaction and Repurchase Intention. In ANZMAC 2016.

I have taught at both undergraduate and postgraduate levels, involving course coordination, lecturing and tutoring across the following courses:

  • Introduction to Marketing
  • Consumer Behaviour
  • Marketing Strategy and Project
  • Understanding Consumers (M)
  • Research Project in Marketing (M)

Connect With Me
External Profiles