Personal details

Professor Ian Lings
Head of School
Faculty of Business & Law,
School of Advertising, Marketing & PR
Discipline *
+61 7 3138 2972
+61 7 3138 1811
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PhD Marketing (Aston University)


Internal Marketing, Market Orientation, Services Marketing, Customer Satisfaction

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


Ian obtained his first degree in chemistry from Nottingham Trent University in the UK, and after several years with Shell UK, he obtained first an MBA and later a PhD from Aston University, UK.
His research is centred in two theoretical domains

  • social and organisational psychology, applied to internal marketing, service relationships, and service quality. His research in this area is applied to exploring the firm-employee-customer triad.
  • strategic management theory. His research is applied to the management of the firm-market relationships as a strategic resource.

 His research in these areas has appeared in a range of journals including

  • the Journal of Service Research
  • the Journal of Business Research
  • Long Range Planning
  • the Journal of Services Marketing
  • the Journal of Strategic Marketing.

Ian was the recipient of the 2000 Chartered Institute of Marketing Research Excellence Prize, and has received the following awards for best papers from the Academy of Marketing Conference

  • 2004: services marketing paper 
  • 2007: sports marketing paper.

Research interests

  • Internal marketing
  • Services marketing and services strategy
  • Service quality and satisfaction
  • Social psychology in marketing
  • Motivation.

Current projects
Social and organisational psychology stream

  • Relationship quality in B2C markets with Dr Amanda Beatson (QUT), Professor Siegfried Gudergan (University of Technology Sydney), and Professor Steve Worthington (Monash University)
  • Examining customer relationship performance with Dr Amanda Beatson (QUT) and Dr Anna Ackfeldt (Aston University)
  • Antecedents of psychological strain and its consequences for market-oriented boundary spanning employee behaviours with a view to creating a model of employee achievement/failure in service delivery, in collaboration with Professor John Cadogan (Loughborough University), Dr Nick Lee (Aston University), Professor Geoff Durden (La Trobe University), and industry partner Diversional Therapy Association of NSW
  • A study of empowerment and improvisation in service delivery, with Professor Anne Souchon (Loughborough University) and Professor Geoff Durden (La Trobe University).

Strategic management stream

  • A rail innovation CRC project on employee attraction and industry image, in collaboration with Associate Professor Michelle Wallace (Southern Cross University), Kylie Miriantini (VicTrack), Dr Rosyln Cameron (Southern Cross University), and Sabbah Izzet (Trans Adelaide)
  • Dynamic and operational capabilities of service organisations, with Ralf Wilden (University of Technology Sydney) and Professor Siegfried Gudergan (University of Technology Sydney)
  • A strategic service innovation study looking at the role of heterogeneity in substantive and dynamic capabilities, an ARC Linkage Grant-funded project in collaboration with Professor Siegfried Gudergan (University of Technology Sydney), Professor Jordan Louviere (University of Technology Sydney), Professor Tim DeVinney (University of New South Wales).


  • 2000: Chartered Institute of Marketing Research Excellence Award
  • 2004: Best Paper Award – Academy of Marketing Conference, “The Impact of Empowerment on Customer Orientation”
  • 2007: Best Paper Award – Academy of Marketing Conference, “Buying a Sponsor’s Brand: The Role of Affective Commitment to the Sponsored Tea”.
This information has been contributed by Professor Ian Lings.


Teaching interests

  • Services marketing
  • Marketing research
  • Marketing strategy.
This information has been contributed by Professor Ian Lings.


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