Mr Fredy Valenzuela-Abaca
Lecturer, Faculty of The Professions, School of Business Economics and Public Policy
Qualifications
MBA (Ottawa), PhD (NE)
Contact
| Email: | fvalenz2@une.edu.au |
| Room: | W42 210 |
| Phone: | 02 6773 2054 (or +61 2 6773 2054 overseas) |
| Fax: | 02 6773 3148 |
Areas of Teaching
Services Marketing, Market and Research, Consumer Behaviour, Marketing Management
Publications
REFEREED JOURNAL ARTICLES
Valenzuela, F. and Vasquez-Parraga A. (2006). “Trust and Commitment as Mediating Variables in the Relationship Between Satisfaction and Hotel Guest Loyalty”. Panorama Socioeconómico, 18-23. ISSN 0716–1921.
Valenzuela, F., Vasquez-Parraga, A., Llanos, O. and Vilches, S. (2006). “The Influence of Service Recovery Evaluation on Customer Post Complaint Behavior”. International Journal on Business and Information. 1 (1), 53-73. ISSN: 1728-8673.
Llanos, O., Vilches, S. and Valenzuela, F. (2005). “Factores Explicativos de Rentabilidad: um estúdio desagregado e de los modelos teóricos tradicionales”. Revista Alcance, UNIVALI, Brazil. 12 (3). 335-352. ISSN 1413-2591.
Valenzuela, F., Pearson, D. and Epworth, R. (2005). Influence of Switching Barriers on Service Recovery Evaluation. Journal of Services Research (IIMT). Vol 6. December, pp. 239-257. ISSN: 0972-4702.
Valenzuela, F., Pearson, D., Epworth, R., Llanos, O. and Vilches, S. (2005). “Consumer Complaining Behavior: The Case of a South American Country, Chile”. Contemporary Management Research. 1 (1), 3-12. ISSN 1813-5498.
Zamora, J., Valenzuela, F. y Vásquez, A. (2004). “Influence of Household Origin and Social Class on Grassroots Tourism: Evidence from Chile”. Journal of Travel Research. 42, 421-425. ISSN: 0047-2875.
Valenzuela, F., Silva, R., y Valdés, V. (2002). “Comparative Study of Chilean and German Consumers Profiles and Effects of an Ineffective Management of Complaining”. Documents of Economy and Administration. 4, 16-18.
Valenzuela, F., Silva, R., y Valdés, V. (2002). “Consumer Complaining Behavior: Comparative Study of Chilean and German Consumers”. Panorama Socioeconómico, 24, 36-40. ISSN 0716–1921.
Valenzuela, F., Carrión, P., y Retamal, A. (2001).“Services Firms Attitude Toward the Usage of Internet”. Panorama Socioeconómico, 23, 49-54. ISSN 0716–1921.
Ahmed, S., Valenzuela, F., Acevedo, J., y Jorquera, J. (2000). “Comparative Study of Values and Necessities of Chilean and Mexican Students”. Panorama Socioeconómico, 18, 55-63. ISSN 0716–1921.
CHAPTERS IN BOOKS
Valenzuela, F. and Nocetti, V. “MOKKA: 20 years of Tradition”. In Jauhari, V. and Griffy, C. (Ed). (Forthcoming, 2008). Women, Technology and Entrepreneurship: Global Case Studies. New Delhi, India: Oxford Press.
REFEREED CONFERENCES PAPERS
Valenzuela, F. and Vasquez-Parraga, A. (2008). “Using Punitive and More Rewarding Switching Barriers to Retain South American Retail Banking Customers”. Paper accepted to be presented at the Global Marketing Conference, Shanghai, China, March.
Valenzuela, F., Rindflesih, J., Cooskey, R. and Epworth, R. (2008). “The Role of Customer Time in Effective Complaint Handling”. Paper accepted to be presented at the Global Marketing Conference, Shanghai, China, March.
Valenzuela, F. (2008). “The Influence of Switching Barriers on Service Recovery Evaluation in the Retail Banking Industry: Construct Development and Testing”. Paper accepted to be published and presented at the 3rd International Conference on Services Management to be held in USA, May.
Llanos, O. and Valenzuela, F. (2007). “Making Investment Decisions in a Family-Oriented Business: Who is Right the Parents or the Children?. The case of a Small Chilean Family-Oriented Business”. Small Enterprise Conference, Manukao City, New Zealand, September.
Valenzuela, F. (2007). “Service Recovery in The Retail Banking Industry: The South American Case”. International Conference of Business and Information, Tokyo, Japan, July. ISSN 1729-9322.
Valenzuela, F. (2006). “The Complaint Process in the Banking Industry”. The Australian and New Zealand Marketing Academy (ANZMAC) Conference, Brisbane, Australia, December. ISBN 0-646-45546-X and 1-74109-139-9.
Valenzuela, F. and Rindfleish, J. (2006). “Relationship of Attachments and Resignation with Service Recovery Evaluation”. The Australian and New Zealand Marketing Academy (ANZMAC) Conference, Brisbane, Australia, December. ISBN 0-646-45546-X and 1-74109-139-9.
Valenzuela, F. (2006). “Attachments and Resignation as Defining Constructs of Switching Barriers”. 14th International Colloquium in Relationship Marketing held in Leipzig, Germany, September.
Valenzuela, F. Rojas-Mendez, J., Rindfleish, J., Pearson, D. and Epworth, R. (2006). Assessing the Antecedents of Service Recovery Evaluation and their Impact on Repurchase Behavior. International Conference of Business and Information, Singapore, July. ISSN 1729-9322.
Valenzuela, F. and Vasquez-Parraga A. (2005). “Trust and Commitment as Mediating Variables in the Relationship Between Satisfaction and Hotel Guest Loyalty”. The Australian and New Zealand Marketing Academy (ANZMAC) Conference, Perth, Australia. ISBN 0-646-45546-X
Valenzuela, F., Vasquez-Parraga, A., Llanos, O. and Vilches, S. (2005). “The Influence of Service Recovery Evaluation on Customer Post Complaint Behavior”. Proceedings International Conference on Business and Information, Hong Kong, July. ISSN 1729-9322. Received BEST PAPER AWARD.
Valenzuela, F., Pearson, D., Epworth, R., Llanos, O. and Vilches, S. (2005). “Consumer Complaining Behavior: The Case of a South American Country, Chile”. Proceedings International Conference on Business and Information, Hong Kong, July. ISSN 1729-9322.
Valenzuela, F., Pearson, D. and Epworth, R. (2005).“The Influence of Switching Barriers on Service Recovery Evaluation”. Proceedings International Conference on Services Management, New Delhi India, March. Published by the Institute for International Management and Technology.
Ahmed, S., Valenzuela, F., Acevedo, J., y Jorquera, J. (2001). “Comparative Study of Values and Necessities of Chilean and Mexican Students”. Proceedings of DSI International Conference, Chihuahua, Mexico.
Ahmed, S., Valenzuela, F., Acevedo, J., y Jorquera, J. (2001). “Comparative Study of Values and Necessities of University of Monterrey and ITESM students”. Proceedings of University of Monterrey’s IV Congress of Quality, Monterrey, Mexico.
Valenzuela, F. (1999). “Consumer Behavior Attitude: The Chilean Situation”. Proceedings of the XXXIV Meeting of CLADEA. San Juan, Puerto Rico.
OTHER PRESENTATIONS
Valenzuela, F. (2006). Main Speaker at the UCSC 2006’s opening academic activity. Valenzuela, F., Zamora, J., Díaz, C. And Ulloa, M (2003). ¿Existe el Efecto “Techo de Vidrio” en Chile? Prospección de discriminación laboral. Un enfoque temporal a cohortes de una carrera de Contador Publico y Auditor. V Chilean National Meeting of Marketing Lectures.
Valenzuela, F., Carrión, P., y Retamal, A. (2001).“Services Firms Attitude Toward the Usage of Internet”. IV Chilean National Meeting of Marketing Lectures.
REFEREED WORKING PAPERS
Valenzuela, F. Rojas-Mendez, J., Rindfleish, J., Pearson, D. and Epworth, R. (2005). Assessing the Antecedents of Service Recovery Evaluation and their Impact on Repurchase Behavior. FACE Working Paper series. 3 (6). 27p.