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DR LILIANA BOVE



Contact Details

Organization: Management and Marketing
Position: SENIOR LECTURER
Email:
Homepage: www.management.unimelb.edu.au/staff/staffPage.cfm?StaffId=90
Work: +61 3 8344 1844
Fax: +61 3 9348 1921
Room: 414
Level: 04
Building: Alan Gilbert Building
Campus: Parkville

Research Expertise and International Linkages

International Linkages

Country Establishment Collaboration
Australia Monash University Research, Teaching
Australia La Trobe University Teaching
Australia Royal Melbourne Institute of Technology Teaching

Qualifications, Honours, Fellowships and Other Awards

Qualifications

Title Institution Date Awarded Abbreviation
Bachelor of Agricultural Science La Trobe University 31-Dec-1984
Bachelor of Business Royal Melbourne Institute of Technology 31-Dec-1995
Doctor of Philosophy Monash University 31-Dec-2003

Memberships

Membership Type Membership Body Description Start Date End Date
Member American Marketing Association (AMA) Member 01-Jan-2004
Member Australian and New Zealand Marketing Academy Member 01-Jan-1999
Member European Marketing Academy Member 01-Jan-2006
Member American Marketing Association (AMA) Services Marketing Special Interest Group Member 01-Jan-2004
Member American Association of Blood Banks Member 01-Jan-2009

Other Awards

Award Type Awarding Body Comments Date Awarded
Other (Award) Faculty of Economics and Commerce, The University of Melbourne Dean's Certificate for Excellent Undergraduate and Postgraduate Teaching 31-Dec-2006
Other (Award) Faculty of Economics and Commerce, The University of Melbourne Dean's Certificate for Excellent Undergraduate and Postgraduate Teaching 31-Dec-2007
Other (Award) Emerald Literati Network Awards for Excellence 31-Dec-2006
Other (Award) Emerald Literati Network Awards for Excellence Emerald Literati Network Most Downloaded Articles Top 200 31-Dec-2005
Other (Award) Australian Post Graduate Award - Research Scholarship APA Research Scholarship 1997-1999 31-Mar-1997
Other (Award) Monash University Monash University Faculty of Business and Economics - Research Scholarship 01-Jul-1996
Medal La Trobe University La Trobe University David Myers Medal (for outstanding honours graduate in the school) 01-May-1985
Other (Award) Faculty of Economics and Commerce, The University of Melbourne Dean's Certificate for Excellent Postgraduate Teaching 31-Dec-2005
Other (Award) Australian and New Zealand Marketing Academy Best Paper in the Consumer Behaviour, Business Interaction, Relationships and Networks and Relationship Marketing Tracks (WA) 31-Dec-2005
Other (Award) Faculty of Economics and Commerce, The University of Melbourne Dean's Certificate of Excellent Postgraduate Teaching 31-Dec-2004
Other (Award) AMA Servsig Services Research Conference Emerald and Managing Service Quality Award for Best Paper 31-Dec-2003
Medal Monash University Mollie Holman Doctoral Medal for best Doctoral thesis in Faculty of Business and Economics 31-Dec-2002
Other (Award) Australiasian Marketing Journal Winner of the Paper of the Year 31-Dec-2002
Other (Award) Australian and New Zealand Marketing Academy Emerging Researcher Award 01-Jan-2006

Government Research Classifications

Research Fields, Courses and Discipline Classifications

Socio-Economic Objective Classifications

Publications

Publications produced at the University of Melbourne and reported in the Annual Publications Collection and 'Research Report' since 2001. The Themis Publications module, released in November 2006, allows additional publications from previous institutions and publications from past years to be entered.

Publications in 2009

Journal Articles

  • Does “true” personal or service loyalty last? A longitudinal study


    Year: 2009
    Journal: Journal of Services Marketing
    Volume: 23
    Issue: 3
    Page numbers: 187-194
    Author(s):
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  • Exploring the effects of different reward programs on in-role and extra-role performance of retail sales associates
    Year: 2009
    Journal: Qualitative Market Research
    Volume: 12
    Issue: 3
    Page numbers: 279 - 294
    Author(s):
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  • Reciprocity as a key stabilizing norm of interpersonal marketing relationships: Scale development and validation
    Year: 2009
    Journal: Industrial Marketing Management
    Volume: 38
    Issue: 1
    Page numbers: 60-70
    Author(s):
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Publications in 2008

Conference Publications/Papers

  • Linking S-D logic and Marketing Practice: Toward a Strategic Service Orientation 
    Year: 2008
    Event name: Otago Forum 2 Proceedings
    Conference Publication: Otago Forum 2 Proceedings
    Page numbers: 214-237
    Publisher: University of Otago(Dunedin)
    Author(s):
  • Proposing and Conceptualizing a Service-Dominant Strategic Orientation
    Year: 2008
    Event name: American Marketing Association ( AMA ) Winter Conference Proceedings
    Conference Publication: American Marketing Association ( AMA ) Winter Conference Proceedings
    Volume: 442
    Issue: 1
    Page numbers: 406-414
    Publisher: American Marketing Association(Illinois)
    Author(s):
  • Towards a customer-derived conceptualisation and operations of a service-dominant strategic orientation
    Year: 2008
    Event name: AMA SERVSIG international reserach conference
    Conference Publication: AMA SERVSIG international research conference proceedings
    Page numbers: 31-72
    Author(s):

Publications in 2007

Journal Articles

  • Personality traits and the process of store loyalty in a transactional prone context

    Year: 2007
    Journal: Journal of Services Marketing
    Volume: 21
    Issue: 7
    Page numbers: 507 - 519
    Author(s):
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Conference Publications/Papers

  • An attempt to validate the construct "relationship strength" between a customer and service worker


    Year: 2007
    Event name: ANZMAC 2007
    Conference Publication: ANZMAC 2007
    Page numbers: 3407 - 3414
    Publisher: University of Otago(Dunedin)
    Author(s):

  • Customer organisational citizenship behaviour: a coping mechanism in the stressor-strain-psychological job outcomes model


    Year: 2007
    Event name: ANZMAC 2007
    Conference Publication: ANZMAC 2007
    Page numbers: 2557 - 2565
    Publisher: University of Otago(Dunedin)
    Author(s):

  • Proposing dimensions of customer organizational citizenship behavior


    Year: 2007
    Event name: World Marketing Congress
    Conference Publication: World Marketing Congress
    Page numbers: 359 - 363
    Publisher: Academy of Marketing Science(Verona)
    Author(s):
  • Service-dominant strategic orientation: delimiting the concept and proposing its dimensions
    Year: 2007
    Event name: ANZMAC 2007
    Conference Publication: ANZMAC 2007
    Page numbers: 621 - 629
    Publisher: University of Otago(Dunedin)
    Author(s):
  • The role of consumer involvement in retailer brand loyalty
    Year: 2007
    Event name: EMAC
    Conference Publication: EMAC
    Page numbers: 1 - 15
    Publisher: EMAC(Reykjavik)
    Author(s):

Publications in 2006

Journal Articles

  • Customer loyalty to one service worker: Should it be discouraged?
    Year: 2006
    Journal: International Journal of Research in Marketing
    Volume: 23
    Page numbers: 79-91
    Author(s):
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  • Relationship Strength Between a Customer and Service Worker: Does Gender Dyad Matter?
    Year: 2006
    Journal: Services Marketing Quarterly
    Volume: 27
    Issue: 3
    Page numbers: 17-34
    Author(s):
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Conference Publications/Papers

  • A Service Worker's Contribution to Customer Organisational Citizenship Behaviours
    Year: 2006
    Event name: 35th European Marketing Academy Conference, Athens, Greece
    Conference Publication: Sustainable Marketing Leadership: A synthesis of Polymorphous Axims, Strategies and Tactics
    Publisher: Athens University of Economics and Business(Athens)
    Author(s):
  • Contributing to the Service Workers' Well-being: Customer Citizenship Behaviours
    Year: 2006
    Event name: ANZMAC 2006 Conference
    Conference Publication: The ANZMAC 2006 Conference Proceedings
    Page numbers: 1-6
    Publisher: Queensland University of Technology(Brisbane)
    Author(s):
    Editor(s):

Publications in 2005

Journal Articles

  • Exploring the role of relationship variables in predicting customer
    Year: 2005
    Journal: Journal of Retailing and Consumer Services
    Volume: 12
    Page numbers: 83-97
    Publisher: Pergamon
    Author(s):
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Conference Publications/Papers

  • Employee's Commitment to Change: A key factor of successful customer relationship management implementation
    Year: 2005
    Event name: SERVSIG Research Conference 2005
    Conference Publication: Abstracts and Programs
    Page numbers: 47-48
    Publisher: American Marketing Association(Illinois)
    Author(s):
  • The Impact of Relational Benefits on Customer Trust and Commitment
    Year: 2005
    Event name: ANZMAC 2005
    Conference Publication: ANZMAC 2005 - Broadening the Boundaries
    Page numbers: 1-9
    Publisher: ANZMAC - Australian and New Zealand Marketing Academy(Fremantle)
    Author(s):

Publications in 2004

Conference Publications/Papers

  • Conceptualising the role of reciprocity in relationship marketing: an examination of its supporting virtues
    Year: 2004
    Event name: ANZMAC 2004
    Conference Publication: ANZMAC 2004 Proceedings
    Page numbers: 1-8
    Publisher: ANZMAC - Australian and New Zealand Marketing Academy(Auckland)
    Author(s):
  • Establishing the Route to Customer Loyalty for a Low Involvement Service
    Year: 2004
    Event name: 8th International Research Seminar in Service Management
    Conference Publication: Marketing, Stretegy, Economics, Operations and Human Resources: Insights on Service Activities
    Page numbers: 65-87
    Publisher: IAE Aix-En-Provence, Universite Paul Cezanne(Marseille)
    Author(s):
  • Examining the validity of "relationship stregnth"
    Year: 2004
    Event name: QUIS9
    Conference Publication: Service Excellence in Management: Interdisciplinary Contributions
    Page numbers: 59-67
    Publisher: Karlstad University Press(Karlsruhe)
    Author(s):

Publications in 2003

Book Chapters

  • Service delivery: the role of service personnel and customers
    Year: 2003
    Book: Services Marketing, A Managerial Approach
    Publisher: John Wiley & Sons(Brisbane)
    Authors(s):
    Editors(s):

Conference Publications/Papers

  • Assessing the effects of trust, commitment and power on the likelihood of customer voice behaviour in customer and service worker relationships


    Year: 2003
    Event name: American Marketing Association SERVSIG Services Research Conference
    Conference Publication: American Marketing Association SERVSIG Services Research Conference
    Page numbers: 1-11
    Publisher: American Marketing Association(Illinois)
    Author(s):
  • Customer citizenship behaviours: Towards the development of a typology
    Year: 2003
    Event name: ANZMAC 2003 - Celebration of Ehrenberg and Bass: Marketing discoveries, knowledge and contribution
    Conference Publication: ANZMAC 2003 Conference Proceedings - Celebration of Ehrenberg and Bass: Marketing discoveries, knowledge and contribution
    Page numbers: 331-338
    Publisher: ANZMAC - Australian and New Zealand Marketing Academy(Adelaide)
    Author(s):

Publications in 2002

Journal Articles

  • Predicting personal loyalty to a service worker
    Year: 2002
    Journal: Australasian Marketing Journal
    Volume: 10
    Issue: 1
    Page numbers: 24-35
    Author(s):
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Publications in 2001

Journal Articles

  • Customer relationships with sales associates: an opportunity for retailers
    Year: 2001
    Volume: 1
    Issue: 1
    Page numbers: 135-150
    Author(s):
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  • Customer relationships with service personnel: do we measure closeness, quality or strength?
    Year: 2001
    Journal: Journal of Business Research
    Volume: 54
    Issue: 3
    Page numbers: 189-197
    Author(s):
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  • Identifying the key issues for measuring loyalty
    Year: 2001
    Journal: Journal of Business Research
    Volume: 9
    Issue: 2
    Page numbers: 27-44
    Author(s):
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