Faculty staff profile

Lester Johnson

PhD MA (Connecticut) BA (New Hampshire) FAMS FANZMAC FAMSRS QPMR
Professor of Management (Marketing) Associate Dean - China Programs

Professor Johnson was previously Professor of Marketing and MBA Program Director at Mt. Eliza Business School and, prior to that, he was Professor of Marketing at the Graduate School of Business at the University of Sydney, where he was also Director of the PhD Program from 1996 to 1997.

He is Editor of the Australasian Journal of Market & Social Research, Associate Editor of International Journal of Service Industry Management and on the Editorial Board of Journal of Services Marketing and Australasian Marketing Journal.

During more than 35 years in teaching, Lester has consulted to many public and private sector organisations, mainly in marketing research and customer satisfaction measurement. He was recently (2004) elected one of three inaugural Fellows of the Australian New Zealand Marketing Academy (ANZMAC) and was also elected (2007) as a Fellow of the Australian Market and Social Research Society.

Selected recent publications:

Developing a quality-of-life measure to assess the impact of community services: The case of Australian community banks (with R.H. Walker & G. Byrne) Journal of Macromarketing, 27 (4), December 2007, 380-388.

A hierarchical model of health service quality: Scale development and investigation of an integrated model (with T.S. Dagger & J.C. Sweeney) Journal of Service Research, 10(2), November 2007, 123-142.

Customer empowerment and relationship outcomes in healthcare consultations (with R. Ouschan & J. Sweeney) European Journal of Marketing, 40 (9/10), 2006, 1068-1086.

Customer loyalty to one service worker: Should it be discouraged? (with L.L. Bove) International Journal of Research in Marketing, 23 (1), March 2006, 79-91.

Measuring brand luxury perceptions (with F. Vigneron), Journal of Brand Management, 11 (6), July 2004, 484-506.

Customer trust of and commitment to an individual service worker: predictors of personal loyalty (with L. Bove), Australasian Marketing Journal, 10 (1), 2002, 24-35. (Won best paper award for 2002 in Australasian Marketing Journal).

Customer relationships with service personnel: do we measure closeness, quality or strength? (with L. Bove) Journal of Business Research, 54 (3), December 2001, 189-197.

The exporter-import agent contract and the influence of cultural dimensions (with A.R. Karunaratna and C.P. Rao) Journal of Marketing Management, 17 (1-2), February 2001, 137-158.

A customer-service worker relationship model (with L.L. Bove), International Journal of Service Industry Management, 11 (5), 2000, 491-511.

The role of perceived risk in the quality-value relationship: a study in a retail environment (with J.C. Sweeney and G.N. Soutar) Journal of Retailing, 75 (1), 199, 77-105.

Initiating and maintaining export channel intermediary relationships (with A.R. Karunaratna), Journal of International Marketing, 5 (2), 1997, 11-32.

Modeling the determinants of customer satisfaction for business-to-business, professional services (with P.G. Patterson and R.A. Spreng), Journal of the Academy of Marketing Science, 25 (1), Winter 1997, 4-17.

Agency theory as a framework for advertising agency compensation decisions (with R.S. Ellis), Journal of Advertising Research 33 (5), September/October 1993, 76-80.