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Mark Gabbott

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Mark Gabbott - Dean
  • Title: Professor
  • Position: Executive Dean - Faculty of Business and Economics

Contact Details

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Areas of Expertise

  • Emotional Intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure.
  • Issues facing education over the next ten years, funding, issues around the demography of academics, circumstances of employment, declining student numbers and challenges in terms of accreditation
  • Structural marketing around the control of marketing activities by Australian companies with overseas owners

Profile

Mark Gabbott graduated from the University of Essex with a BA(Hons) in Economics followed by an MSc in Technology Management from Imperial College, University of London.

After working in government for 6 years in consumer policy and protection, he joined the University of Stirling as a Research Fellow and completed a Ph.D in Marketing. He was Lecturer and then Senior Lecturer at Stirling researching and teaching in the areas of Electronic and Direct Marketing, Services Marketing, Consumer Behaviour and Consumer Policy.

Mark joined Monash University in 1997 as Professor and was appointed Head of Department in 2000. He was appointed Deputy Dean, at Monash in 2006 and had responsibility for Business Development, and Education. Mark was appointed Executive Dean of the Faculty of Business and Economics at Macquarie University, Sydney in 2008. 

Research interests

Mark's current research interests are in:

  • services marketing
  • customer relationship management
  • internet marketing
  • consumer behaviour
  • and customer value. 

Mark has published four books and over 50 book chapters and journal articles. His research has been published in a variety of international academic journals including:

  • the Journal of Business Research
  • Journal of Public Policy and Marketing
  • European Journal of Marketing
  • and the Journal of Marketing Management.

Mark currently sits on the editorial boards of three international marketing journals.

Summary of Mark's articles and expert commentary

AFR_logo

Australian Financial Review

Leading Company logo

Leading Company

Professional membership

Mark is:

  • a member of the European Marketing Academy
  • a member of The UK Academy of Marketing
  • is past Chair of the American Marketing Association Services Interest Group
  • and is past President of the Australian New Zealand Marketing Academy.

Education

  • Ph.D: Marketing (The University of Stirling)
  • Master of Science: Social and Economic (Imperial College London)
  • Bachelor of Arts: Economics and government (University of Essex)

Publications

journal toggle icon open Refereed Journal Articles

  • Gabbott, Thomas., Tsarenko, Y. (2011), Mok, W.,  'Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure' Journal Of Service Research, Vol. 14 No. 2 pp. 234-248
  • Snyder, Ilana., Jevons, Colins., Henderson, Michael., Gabbott, Thomas., Beale, Denise. (2011), 'More than chatting online: children, marketing, and the use of digital media' English in Australia  Vol. 46, No.3, pp.32-40
  • Gabbott, Thomas. (2010), ' Challenges facing management education in Australia: Presentation at 2010 launch of ANZAM HOD Network'  Journal of Management and Organization Vol.16, No.3, pp. 1-7
  • Gabbott, Thomas Mark.,  Jevons, Colin. (2009), ' Brand Community in Search of Theory: An Endless Spiral of Ambiguity'  Marketing Theory Vol.9 No.1 pp.119-122
  • Mok, W H., Tsarenko, Y. (2008), Gabbott, Thomas Mark., 'A Measurement of Emotional Intelligence in Service Encounters'  Australasian Marketing Journal  Vol.16 No.1 pp.20-29
  • Tsarenko, Y., Mavondo, F., Gabbott, Thomas Mark., Hooley, G., Greenley, G. (2005), ' Trade-Offs in Customer-Employee Focus: Implications on Boundary-Spanning Capabilities' Journal of Euromarketing Vol. 14 No.1&2 pp.105 124
  • Jevons, C., Gabbott, Thomas Mark., de Chernatony, L. (2005), 'Customer and Brand Manager Perspectives on Brand Relationships: A Conceptual Framework' Journal of Product & Brand Management Vol.14 No.5 pp.300-309
  • Brace-Govan, J., Gabbott, Thomas Mark. (2004), 'General Practitioners and Online Continuing Professional Education: Projected Understandings' Educational Technology and Society  Vol.7 No.1 pp.51-62
  • Gabbott, Thomas Mark. (2004), 'Undertaking a Literature Review in Marketing' The Marketing Review Vol.4 No.4 pp.411-429
  • Mavondo, F., Tsarenko, Y., Gabbott, Thomas Mark. (2004), 'International and Local Student Satisfaction: Resources and Capabilities Perspective' Journal of Marketing for Higher Education Vol.14 No.1 pp.41-60
  • Dubelaar, C., Gabbott, Thomas Mark., Tsarenko, Y. (2003), 'Organisation Response Time to Online Queries' Asia Pacific Marketing Journal  Vol.2 No.2 pp.42-55
  • Dubelaar, C., Gabbott, Thomas Mark., Tsarenko, Y. (2003), 'Performance Measurement in the Australian Online Securities Marketplace' International Journal of Bank Marketing Vol.21 No.6-Jul pp.335-346
  • Mavondo, F., Gabbott, Thomas Mark., Tsarenko, Y. (2003), 'Measurement Invariance of Marketing Instruments: An Implication Across Countries' Journal of Marketing Management Vol.19 No.5-Jun pp.523-540
  • Baker, M., Gabbott, Thomas Mark. (2002), 'The Assessment of Research' The International Journal of Management Education Vol.2 No.3 pp.3-15
  • Gabbott, Thomas Mark., Mavondo, F., Tsarenko, Y., 'International Student Satisfaction: Role of Resources and Capabilities' Academic Exchange Vol.6 No.4 pp.170-176 2002

chapters toggle icon open Book Chapters

  • Jevons, Colin., Gabbott, Thomas Mark. (2003),  'Brand Relationship Interaction Matrix', New Age Branding - Concepts and Cases,  ICFAI University Press Hyderabad, India Vol. 1, pp.62-76
  • Gabbott, Thomas Mark. (2003), 'Services Research' Services Marketing: A Managerial Approach, John Whiley & Sons Stafford, Australia, pp. 168-189.

conference toggle icon open Conferences and Presentations

  • Khaira, R., Gabbott, Thomas Mark. (2008), 'The Application of Data Development Analysis to Market Segmentation' Winter Educators' Conference 2008. Proceedings of a meeting held 15-18 February 2008, Austin, Texas
  • Brace, Govan J., Gabbott, Thomas Mark. (2006), 'To Attach or Not To Attach? That is the Consuming Question' Academy of Marketing, Annual Conference pp.1-13
  • Tsarenko, Yelena. (2006), Gabbott, Thomas Mark., Russell, Jayne., 'Non-Medical Support Services for Women with HIV/AIDS: Exploratory Study' Academy of Marketing, Annual Conference pp.1-14
  • Mok, W H., Tsarenko, Y. (2006), Gabbott, Thomas Mark., 'Scale Development for Customer Emotional Intelligence in Service Encounters' Proceedings of the Annual Meeting of the Society for Marketing Advances pp.276 279
  • Tsarenko, Y., Gabbott, Thomas Mark. (2006), 'Forgiveness: A New Insight into Business Relationships' American Marketing Association, Summer Marketing Educators' Conference pp.30-36
  • Mok, W H., Tsarenko, Y., Gabbott, Thomas Mark. (2006), 'Emotional Intelligence as a Dyadic Antecedent in Service Provider-Customer Interaction' Asia Pacific Symposium on Emotions and Worklife p.16
  • Mok, W H., Gabbott, Thomas Mark., Tsarenko, Y. (2005), 'Emotions as a form of Customer Resource in Service Encounters' Australian and New Zealand Marketing Academy Conference pp.161-169
  • Tsarenko, Y., Stewart, D., Gabbott, Thomas Mark. (2005), 'Disclosure of Personal Information in the Financial Marketplace' The 12th Biennial World Marketing Congress: Marketing in an Inter-connected World: Opportunities and Challenges
  • Dubelaar, C., Ewing, M., Gabbott, Thomas Mark., Steele, M. (2005), 'Process Mapping Techniques to Investigate the Implementation of Customer Relationship Programs' Australian and New Zealand Marketing Academy Conference pp.1-8
  • Tsarenko, Y., Mavondo, F., Gabbott, Thomas Mark. (2004), 'Trade-offs in Stakeholder Orientation: Customer versus Employee Focus' Worldwide marketing? : proceedings of the 33rd EMAC Conference pp.962-970
  • Hooley, G., Beracs, J., Cadogan, J., Douglas, S., Fahy, J., Fonfara, K., Gabbott, Thomas Mark., Greenley, G., Kaspar, H., Matear, S., Moller, K., Meuhlbacher, H., Snoj, B., Theoharakis, V., Tsarenko, Y., Yau, O. (2004), 'Marketing Assets; Capabilities and Competitive Positioning' Worldwide marketing? : proceedings of the 33rd EMAC Conference pp.455-463
  • Chung, E., Beverland, M., Gabbott, Thomas Mark. (2004), 'An Exploration of Consumer Forgiveness Following Marketer Failure' Marketing Accountabilities and Responsibilities: Proceedings of ANZMAC 2004 pp.242-250
  • Tsarenko, Y., Stewart, D., Gabbott, Thomas Mark. (2004), 'Privacy Implications in the Online Financial Marketplace' Navigating crisis and opportunities in global markets : leadership, strategy and governance : readings book pp.792-802
  • Corcoran, J., Gabbott, Thomas Mark. (2004), 'A Capability View of Corporate Social Responsibility' Proceedings of the Academy of Marketing Conference 2004 pp.367-371
  • Tsarenko, Y., Gabbott, Thomas Mark. (2003), 'Forgiveness: An Emerging Concept in Customer Relationship Management' Challenging the Frontiers in Global Business and Technology: Implementation of Changes in Values, Strategy and Policy
  • Tsarenko, Y., Gabbott, Thomas Mark., Carroll, J., Anisimova, T. (2003), 'Why do corporations "look" as they do?' Marketing across borders and boundaries understanding cross-functional and inter-disciplinary interfaces within an increasingly global environment
  • Gabbott, Thomas Mark., Tsarenko, Y. (2002), 'Assessing Resources and Capabilities Critical to International Students' Satisfaction 11th World Business Congress pp.353-360
  • Gabbott, Thomas Mark., Tsarenko, Y. (2002), 'Customer Relationship Management through the Eyes of the Customers' Global Business and Technology Association International Conference pp.434-440
  • Jevons, C., Gabbott, Thomas Mark., de Chernatony, L. (2002), 'Interrelationships and Interactions between Brands: A Conceptual Taxonomy' 31st EMAC Conference
  • Gabbott, Thomas Mark., Mavondo, F., Tsarenko, Y. (2002), 'Network Capabilities: Relationships with Organisational Competencies' ANZMAC/EMAC Joint Research Symposium

Professional Membership

  • Member of: European Marketing Academy
  • Member of: The UK Academy of Marketing
  • Past Chair of: past Chair of the American Marketing Association Services Interest Group
  • Past President of: Australian New Zealand Marketing Academy

phd supervision toggle icon open PhD Student Supervision

  • Junhua Chen (graduated)
  • Claire Wang Chu (not enrolled yet)

Professor Mark Gabbott talking about:

  1. What this Faculty is about
  2. The types of degrees that universities offer in the business space
  3. What makes Macquarie University different


  1. Business leadership
  2. Developing the leader within you