Faculty

Associate Professor Carmel Herington

Associate Dean Research, Associate Professor in Management (Marketing)

Dip Ed. BBus (Hons 1), PhD

Teaching Areas

• Marketing & Strategic Management

Research Area Affiliations

• Marketing

Contact Details
Phone:  +61 2 9850 8989
Email:     carmel.herington@mgsm.edu.au

Research Statement

Professor Herington’s research contributes to the development of sustainably successful organisations using relationships as the basis for operations and success. Taking a marketing perspective, all stakeholders of the firm are customers with whom the organisation should build strong relationships in order to create a sustainable competitive advantage. Carmel continues to research the drivers and consequences of relationship-building with the current goal of developing relationship metrics that show the impact on the bottom line.

Contribution to Management Education

Carmel is an experienced post-graduate and executive education lecturer who has taught in different and diverse education settings in Australia and internationally (Asia). She combines her belief in the importance of relationships with a focus on continual improvement in her teaching approach and style. Her teaching has been awarded and she holds academic publications in teaching pedagogy.

Contribution to Management Practice

Carmel brings her previous experiences from profit and not for profit business experiences to academia. She has worked with tourism, allied health and retailers in the areas of relationship marketing and internal marketing. She will believe that her contribution to practice is complete when organisations are finally convinced that “looking after” everyone with whom a business has contact is really good for business.

Media Topics

• Internal Relationship Marketing
• Internal Marketing
• Relationship Strength
• Service Marketing

 

publications

journal articles

• Merrilees, B., Miller, D., & Herington, C. (in press, 2012). City branding: A facilitating framework for stressed satellite cities. Journal of Business Research.
• Walters, G., Sparks, B., & Herington, C. (in press, 2012). The Impact of Consumption Vision and Emotion on the Tourism Consumer's Decision Behaviour. Journal of Hospitality and Tourism Research.
• Merrilees, B., Miller, D., & Herington, C. (forthcoming, 2012). Multiple stakeholders and multiple city brand meanings. European Journal of Marketing.
• Roberts, J., Merrilees, B., Herington, C., & Miller, D. (2010). Building retail tenant trust: Neighbourhood versus regional shopping centres. International Journal of Retail & Distribution Management, 38 (8), 597-612.
• Wilkins, H., Merrilees, B., & Herington, C. (2010). The determinants of loyalty in hotels. Journal of Hospitality Marketing and Management, 19 (1), 1-21.
• Herington, C. & Johnson, L. (2010). The relationship-service-profit chain: Conceptual framework and propositions. International Journal of Services Technology and Management, 14 (2/3), 144-162.
• Herington, C., Johnson, L., & Scott, D. (2009). Firm-employee relationship strength - a conceptual model. Journal of Business Research, 62 (11), 1096-1107.
• Merrilees, B., Miller, D., & Herington, C. (2009). Antecedents of residents' city brand attitudes. Journal of Business Research, 62 (3), 362-367.
• Herington, C. & Weaven, S. (2009). E-retailing by banks: e-service quality and its importance to customer satisfaction. European Journal of Marketing, 43 (9/10), 1220-1231.
• Herington, C. & Weaven, S. (2009). Implementing the Marketing Concept in Travel Organizations: The Important Moderating Influence of Perceived Organizational Support. Journal of Hospitality Marketing and Management, 18 (7), 692-717.
• Herington, C. & Weaven, S. (2008). Action research and reflection on student approaches to learning in large first year university classes. Australian Educational Researcher, 35 (3), 111-134.
• McPhail, R., Herington, C., & Guilding, C. (2008). Human resource managers' perceptions of the applications and merit of the balanced scorecard in hotels. International Journal of Hospitality Management, 27 (4), 623-631.
• Herington, C. & Weaven, S. (2008). Improving consistency for DIT results using cluster analysis. Journal of Business Ethics, 80 (3), 499-514.
• Sweeney, A., Weaven, S., & Herington, C. (2008). Multicultural influences on group learning: a qualitative higher education study. Assessment & Evaluation in Higher Education, 33 (2), 119-132.
• Wilkins, H., Merrilees, B., & Herington, C. (2007). Towards an understanding of total service quality hotels. International Journal of Hospitality Management, 26 (4), 840-853.
• Merrilees, B., Miller, D., Herington, C. & Smith, C. (2007). Brand Cairns: An Insider (Resident) Stakeholder Perspective. Tourism Analysis, 12 (5/6), 409-417.
• Herington, C. & Weaven, S. (2007). Does marketing attract less ethical students? An assessment of the moral reasoning ability of undergraduate marketing students. Journal of Marketing Education, 29 (2), 154-163.
• Herington, C. & Weaven, S. (2007). Can banks improve customer relationships with high quality online services? Managing Service Quality, 17 (4), 404-427.
• Weaven, S. & Herington, C. (2007). Factors influencing governance choice and human resource management within services franchising networks. Journal of Management and Organizations, 13 (2), 126-144.
• Weaven, S., Isaac, J., & Herington, C. (2007). Franchising as a path to self-employment for Australian female entrepreneurs. Journal of Management and Organization, 13 (4), 345-365.
• Herington, C., Johnson, L. & Scott, D. (2007). Measuring firm-employee relationship strength. Australasian Marketing Journal, 15 (3), 69-82.
• Walters, G., Sparks, B., & Herington, C. (2007). The effectiveness of print advertising stimuli in evoking elaborate consumption visions for potential travellers. Journal of Travel Research, 46 (1), 24-34.
• Wilkins, H., Merrilees, B., & Herington, C. (2006). How self-image congruence impacts customer satisfaction in hotels. Tourism Analysis, 11 (5), 311-318.
• Weaven, S. & Herington, C. (2006). Female franchisors: How different are they from female independent business owners? Academy of Marketing Science Review, 2006(7), 1-30.
• Herington, C., Johnson, L., & Scott, D. (2006). Internal relationships: Linking practitioner literature and relationship marketing theory. European Business Review, 18 (5), 364-381.
• Herington, C., Scott, D., & Johnson, L. (2005). Focus group exploration of firm-employee relationship strength. Qualitative Market Research: An International Journal, 8 (3), 256-276.

book chapters

• Merrilees, B., Miller, D., & Herington, C. (2007). " Leveraging the Benefits of Business Clusters: A Branding and Stakeholder Management Framework", In MacGregor, R. and Hodgkinson, A. (Eds.) Small Business Clustering Technologies: Applications in Marketing, Management, IT and Economics. Pennsylvania, USA:  Idea Group Publishing.

conference papers

• Herington, C. & Wilkins, H. (2011). Brand attributes: Difference in perceptions across product and service types. Australian and New Zealand Marketing Academy Conference, Perth, Australia.
• Fulop, L., Fitzgerald, J. A., Campbell, S., Carter, J., Chapman, G., Dadich, A., Ditton, M., Edwards, I., Eljiz, K., Fawkes, S., Hayes, K.J., Herrington, C., Isouard, G., Karimi, L., Kewley, C., Smyth, A., (2011). The Brilliance Project in Healthcare: An Exploratory Study. Australian and New Zealand Academy of Management Conference, Wellington, New Zealand.
• Dwivedi, A., Merrilees, B., Miller, D. & Herington, C. (2010). Building Customer-Equity in Supermarket Retailing. Australian and New Zealand Marketing Academy Conference, Christchurch, New Zealand.
• Merilees, B., Miller, C., & Herington, C. (2010). City Branding: A facilitating framework for stressed satellite cities. International Thought Leaders in Brand Management Conference, Lugano, Italy.
• Herington, C. & Wilkins, H. (2010). The impact of socio-economic classifications on brand attitudes and adoption. Annual Conference of the Special Interest Group on Brand, Identity and Corporate Reputation of the Academy of Marketing, Barcelona, Spain.
• Perkins, H. & Herington, C. (2010). How does an ecological psychological orientation influence consumer choice and preference for leisure activities? EIRASS Conference, Istanbul, Turkey.
• Yeni, Y. & Herington, C. (2009). The effect of marketing planning and market orientation on higher education performance. Australian and New Zealand Marketing Academy Conference, Melbourne, Australia.
• Herington, C. (2008). Perceived Organizational Support as a mediator between ethical culture and organizational commitment. Australian and New Zealand Academy of Management Conference, Auckland, New Zealand.
• Yeni, Y. & Herington, C. (2008). MARKOR: An Application in the Indonesian Higher Education context. Australian and New Zealand Marketing Academy Conference, Sydney, Australia.
• Walters, G., Sparks, B., & Herington, C. (2008). The Relationship between Visionary and Emotional Response to Print Advertising. Australian and New Zealand Marketing Academy Conference, Sydney, Australia.
• Herington, C. & Weaven, S. (2008). An exploration of the influence of Perceived Organizational Support on the ability of front-line employees to adequately service customers. EIRASS conference, Zagreb, Croatia.
• Walters, G. & Herington, C. (2008). The impact of Consumption Vision and Emotion on the Tourism Consumer's Decision Behaviour. EIRASS conference, Zagreb, Croatia.
• Dant, R., Weaven, S., & Herington, C. (2008). Franchisee personality traits, gender and multi-unit structure as predictors of franchisee-franchisor relationship strength. Annual International Society for Franchising Conference, Saint-Malo, France.
• Herington, C. & Weaven, S. (2008). The relationship between perceived organisational support and the ability of frontline personnel to build relationships with customers. International Business Research Conference, Dubai, UAE.
• Weaven, S., Herington, C., & Dant, R. (2008). Franchisee Personality Traits as Predictors of Franchisee-Franchisor Relationship Strength. AMA Winter Conference, Austin, Texas, USA.
• Herington, C. (2007). Exploring the link between internal and external firm relationships. ATINER - Athens Institute for Education and Research, Athens, Greece.
• Herington, C. & Johnson, L. (2007). Human resource management, relationship marketing and the service-profit chain: key linkages leading to competitive advantage. World Marketing Congress, Verona, Italy.
• Miller, D., Herington, C., & Merrilees, B. (2007). Brand morphing and determinants of city brand attitudes. Thought Leaders international Conference on Brand Management, Birmingham Business School, Birmingham, UK.
• Lagoon, E., Herington, C., & Weaven, S. (2007). Marketing orientation, internal marketing and discretionary: an exploration of the relationships. Australian and New Zealand Marketing Academy Conference, Dunedin, New Zealand.
• Miller, D., Herington, C., & Merrilees, B. (2006). City Branding: Gold Coast, Australia. Australian and New Zealand Marketing Academy Conference, Brisbane, Australia.
• Herington, C. & Weaven, S. (2006). E-S Qual, on-line customer delight and relationship strength in pure online service sites. EIRASS conference, Budapest, Hungary.
• Walters, G., Sparks, B., & Herington, C. (2006). The effectiveness of Print Advertising Stimuli in Evoking Elaborate Consumption Visions among Consumers. EIRASS conference, Budapest, Hungary.
• Walters, G., Sparks, B., & Herington, C. (2006). The Impact of Consumptio0n Vision and Emotion on the Tourists Decision Process. Asia Pacific Forum for Graduate Students Research in Tourism, Bangkok, Thailand.
• Walters, G., Sparks, B., & Herington, C. (2005). The Role of Consumption Vision and Emotion in the Tourist's Decision process. Council for Australian University Tourism and Hospitality Education (CAUTHE), Alice Spring, Australia.
• Clarke, P., Herington, C., Wong, H., & Hussain, R. (2005). Giving and Receiving Brands as Valentine's Day Gifts. Australian and New Zealand Marketing Academy Conference, Perth, Australia.
• Herington, C. (2005). Do strong internal relationships really lead to strong external relationship: an initial examination. Australian and New Zealand Marketing Academy Conference, Perth, Australia.
• Merrilees, B., Miller, D., & Herington, C. (2005). The occasional tourist: behavioural intentions for tourist facilities. Australian and New Zealand Marketing Academy Conference, Perth, Australia.
• Merrilees, B., Herington, C., & Miller, D. (2005). A socio-economic analysis of social inclusion and lifestyle factors in South-East Queensland. State of the Art Cities Conference, Brisbane, Australia.
• Wilkins, H., Merrilees, B., & Herington, C. (2005). Self-image congruence: An evaluation of the impact on customer satisfaction in hotels. Fourth Symposium on Consumer Psychology of Leisure, Hospitality and Tourism Research, Montreal, Canada.