Personal details

Dr Alireza Nili
Lecturer in Service Science
Science and Engineering Faculty,
School of Information Systems
Discipline *
Information Systems
+61 7 3138 2533
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Identifiers and profiles

PhD (Victoria University of Wellington)

* Field of Research code, Australian and New Zealand Standard Research Classification (ANZSRC), 2008


Dr Alireza Nili is a Lecturer in Service Science. He investigates digitization of services from the customer-centric perspective. He uses a wide range of conceptual and empirical research methods, both qualitative and quantitative, to study user/customer behavior, and to design, evaluate and theories co-production of personalized digital services, particularly in platform ecosystems. He received his PhD in Information Systems from Victoria University of Wellington (University of Wellington, New Zealand) and then his Postdoctoral Research Fellow from QUT before his tenured/ongoing Lecturer role at the university. His research bridges the gap between design science research and user/customer behaviour research. A customer-centric perspective on chatbots for service delivery, ageing workforce and adaptation to new IT are some of his latest areas of research. He coordinates IT Systems Design (one of the largest core units at the university) and teaches design thinking, business systems analysis, methods for digital service management and research methodology. Alireza has had several collaborative projects with the School’s key industry partners, and has served roles such as track chair and associate editor (referee) at major conferences in the field (ICIS and ACIS).

Selected Papers:

  • Nili, A., Tate, M., Barros, A., and Johnstone, D. (2020). A framework for selecting and using an inter-coder reliability method in information management research. International Journal of Information Management, 54, 102154. (A* and Q1 journal)
  • Barros, A., Nili, A., and Sindhgatta, R. (2020). Scaling up chatbots for corporate service delivery systems, Communications of the ACM, under review. (Q1 journal)
  • Nili, A., Tate, M., & Barros, A. (2020). A Disciplined Approach for Enhancing the Technology Acceptance Model. European Conference on Information Systems.
  • Jayarathna, L., Eden, R., Fielt, E., & Nili, A. (2020). Contextualizing the Effective Use of Social Media Network for Collaborative Learning: An Affordance Perspective. Pacific Asia Conference on Information Systems (p. 118).
  • Nili, A., Barros, A., and Tate, M. (2019). The public sector can teach us a lot about digitizing customer service. MIT Sloan Management Review60(2), 84-87. (Q1 journal)
  • Nili, A., Tate, M., and Johnstone, D. (2019). The process of solving problems with self-service technologies: a study from the user’s perspective. Electronic Commerce Research19(2), 373-407. (Q1 journal)
  • Sindhgatta, R., Barros, A., & Nili, A. (2019). Modeling Conversational Agents for Service Systems. In OTM Confederated International Conferences “On the Move to Meaningful Internet Systems”. Springer, Cham.
  • Nili, A., Barros, A., Johnstone, D., & Tate, M. (2019). Technological enablers for preventing service failure with e-commerce websites. European Conference on Information Systems, Sweden.
  • Nili, A., Tate, M., & Johnstone, D. (2017). A framework and approach for analysis of focus group data in information systems research. Communications of the Association for Information Systems40, 1-21.
  • Preez, J. L. D., Tate, M., & Nili, A. (2016). Developing a methodology for online service failure prevention: Reporting on an action design research. Australasian Conference on Information Systems.
  • Keramati, A., Afshari-Mofrad, M., Amir-Ashayeri, D., & Nili, A. (2011, July). The intervening role of infrastructures in e-learning performance. International Conference on Digital Enterprise and Information Systems(pp. 646-652). Springer, Berlin, Heidelberg.
This information has been contributed by Dr Alireza Nili.


Teaching and research supervision:

Alireza is an experienced teacher and unit coordinator in the field of systems analysis and design. He has been coordinating the IT Systems Design unit, where he leads a large team of tutors and students (usually, around 15 tutors and over 800 students), since February 2018. He has been constantly receiving the highest coordination quality scores in the unit’s history. Alireza also designed the online version of IFQ552 (Systems Analysis and Design) – a masters level unit. Prior to this, he was teaching several similar units (e.g. project management and business innovation) at Victoria University of Wellington in New Zealand for four years. He uses a wide range of e-learning technologies in his teaching and unit coordination.

Currently, Alireza supervises three PhD students. He is a principal supervisor for two PhD students in the School of Information Systems and is an associate supervisor for a PhD student in the same school. The research topics his PhD students are working on include: value-based design of chatbots for public service delivery, ageing workforce and adaptation to new IT, and effective use of social media in higher education.

This information has been contributed by Dr Alireza Nili.


Industry engagement/projects:

  • Connected Communities project (an ARC Linkage project with Bank of Queensland) in 2017 and 2018: the main project activities included designing a social media platform that connects communities of property seekers with businesses such as banks and an extensive user behaviour study in the context of using the wisdom of crowd in decision making. The platform has been commercialised in 2020 and is available to use for public.
  • Reducing Consumer Uncertainty in Spatial Data (a CRC-SI project in the area of spatial data quality with PSMA Australia) in 2017 and 2018: Activities included contribution to collecting and analysing qualitative and quantitative data from twenty major consumers and producers of spatial data products in Australia and New Zealand. Multiple qualitative, quantitative and design methods were employed to design an ontology and a theoretical framework.
  • A project with Department of Human Services (DHS) in 2017: the project activities included designing a digital service process (a service system) in the service ecosystem of the enterprise. Multiple qualitative, quantitative and action design methods were employed to design the service system and a predictive IS model/theory of user (staff and customer) behaviour in the enterprise.
  • New projects in the area of chatbots and services for disabled people/customers (TBC).
This information has been contributed by Dr Alireza Nili.


For more publications by this staff member, visit QUT ePrints, the University's research repository.