The program provides a focal point for research on technological and non-technical innovation in the services sector encompassing marketing, management, economics and accounting disciplines.

It offers researchers a matched funding program, research support services including assistance with grant applications, literature reviews, data analysis, and editing, collaboration with other researchers, opportunities for ongoing projects, a sense of community and legitimacy, and assistance with bottom drawer syndrome.

Our strengths lie in robust links with industry; diversity of research skills within the research group; dissemination of outputs through high quality journals, international conferences and industry keynote addresses; impact on policy through reports to government; high qualifications, expertise and experience of staff; and international links

Research leader
Research team
QUT External collaborators
Organisational unit
Lead unit School of Advertising, Marketing and Public Relations Other units
Research areas


Recognising the importance of services in national economies, projects examine customer service, service quality and innovation in online and offline service delivery, human resources in the services sector and services management. Studies investigate the adoption and diffusion of information technologies, new e-marketing strategies and the impact of mobile digital technology on service users.

Areas of research include:

  • Technological innovation services research, electronic marketing including e-services, m-marketing, e-tailing, and self-service technologies
  • User-focused services research, consumer misbehaviour, emotions in services consumption, loyalty in services, uptake and impact of new services technology, and consumer well-being
  • Industry-focused services research, strategic issues in services, services management, relationship marketing, branding, social marketing, travel and tourism related services.

Our research projects