Dr Amanda Beatson is a Senior Lecturer, in Marketing at the QUT Business School. She previously held the posts of Marketing Subject Area Coordinator and Higher Degrees Research Coordinator within the School of Advertising, Marketing and Public Relations.  Prior to becoming an academic she worked in service organisations in Australia and New Zealand.  Amanda has research expertise in the area of optimising customer value through service delivery and employee motivation. She focuses on behavioural change for satisfaction within both the organisation and external to the organisation. In particular she has established herself as well-known speaker and researcher on technology in service delivery and customer service. Various government bodies and private organisations within Australia, the United Kingdom and New Zealand have funded her research.  She has published over sixty peer-reviewed journal articles, conference papers and scholarly book chapters relating to her research.

A selection of Amanda’s current and past projects include:

• Seamless Journeys to Work for Young Adults with Physical Disabilities (funded by Australian Research Council Grant (ARC Linkage) and Jobs Australia);
• Social Impact Investigation (funded by Healthy Waterways);
• Social Impact of Red Meat Processing in Australia (funded by AMPC);
• Enhancing consumer evaluation of technology enabled service delivery (funded by Australian Government, Cooperative Research Centre, Smart Services);
• Optimising customer satisfaction (funded by Brisbane Airport Corporation);
• Enhancing service value through user experience.

Research Focus: Amanda’s research focus is on optimising customer value; in particular how to create and maintain positive service experiences and positive organisational image.  She achieves this by investigating how to motivate and engage employees, and how to improve service delivery options, with the goal of delivering excellent customer service.

Research Interests:

• Services marketing and management
• Self-service technology
• Drivers for service success
• Enhancing  engagement and experiences

Research Supervisions:

Amanda is interested in supervising Honours, Masters by Research and PhD students. Examples of projects and areas of research she is interested in supervising include (but are not limited to);

• The human factors of self-service technology
• Technology and Tourism
• Making technology work for employees
• Improving the workplace through self-service technology
• Optimising value through service design

Awards:

• Vice-Chancellor’s Performance Award (QUT) 2017
• Vice-Chancellor’s Performance Award (QUT) 2016
• Chartered Institute of Marketing (CIM) Research Award, 2002
• The University of Queensland Graduate School Award, 1999
• The University of Otago Commerce Award, 1996