Dr 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, A. (forthcoming, 2010). “Switching Barriers Used to Retain
Retail Banking Customers: Some Empirical Evidence form a South American
Country”. Management Research Review. ISSN 0140-9174 ,Tier C.
Llanos, O., and Valenzuela, F. (2009). “Making Investment Decisions in a
Family-Oriented Business: Who is Right the Parents or the Children?”.
Contemporary Management Research. 5(2), 163-184. ISSN 1813-5498.
Llanos, O., and Valenzuela, F. (2009). “Making Investment Decisions in a
Family-Oriented Business: Who is Right the Parents or the Children?”.
Contemporary Management Research. 5(2), 163-184. ISSN 1813-5498.
Valenzuela, F. and Llanos, O. (2008). “Perceptions of Chilean Retail Banking
Customers Regarding The Way Banks Are Handling Complaints”. Panorama-Socio
Economico. 26 (36), 50-59. ISSN 0716–1921.
Valenzuela, F. (2008). “Managing Complaints in the Chilean Retail Banking”.
Revista Alcance, UNIVALI, Brazil. 15(1). ISSN 1413-2591, 15 (1), 9-22. ISSN
1413-2591.
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
Llanos, O. and Valenzuela, F., Calzadilla, P., and Hermosilla, F.
(Forthcoming, 2009). “A family oriented-business and its dilemma regarding
the investment strategy”. In Jham, V. and Gunda, B. (Ed). Handbook of
Management Cases.
Valenzuela, F. and Nocetti, V. (2009). “MOKKA: 20 years of Tradition”. In
Jauhari, V. and Griffy, C. (Ed). Women, Technology and Entrepreneurship:
Global Case Studies. Reference Press. 423-237. ISBN: 978-81-8405-042-4s.
REFEREED CONFERENCE PAPERS
Valenzuela, F. (forthcoming 2009). Using More Rewarding Switching Barriers
to Build Loyalty on Dissatisfied Customers. Proceedings of the
International Conference on Business and Information to be held in South
Malaysia, July 2009.
Valenzuela, F. and Rindfleish, J. (2008). Do Switching Barriers Influence
Service Recovery Evaluation: The case of the Chilean Retail Banking
Industry. Proceedings of the Australian and New Zealand Marketing Academy
(ANZMAC) Conference, Sydney, Australia, December. ISBN 0-646-45546-X and
1-74109-139-9.
Valenzuela, F. and Rojas-Mendez, J. (2008). “Managing Complaints in South
American Retail Banking”. Proceedings of the International Conference on
Business and Information, South Korea, July 2008.
Received BEST PAPER AWARD
Valenzuela, F. (2008). “Is the Chilean Banking Industry Managing Effectively
the Complaints of Its Customers? ” Proceedings of the International
Conference on Business and Information, South Korea, July 2008.
Valenzuela, F. (2008). “The Influence of Switching Barriers on Service
Recovery Evaluation in the Retail Banking Industry: Construct Development
and Testing”. Proceedings of the 3rd International Conference on Services
Management, USA, May.
Received BEST PAPER AWARD
Valenzuela, F. and Vasquez-Parraga, A. (2008). “Using Punitive and More
Rewarding Switching Barriers to Retain South American Retail Banking
Customers”. Proceedings of the Global Marketing Conference, Shanghai, China,
March. ISSN: 1976-8699.
Valenzuela, F., Rindflesih, J., Cooskey, R. and Epworth, R. (2008). “The
Role of Customer Time in Effective Complaint Handling”. Proceedings of the
Global Marketing Conference, Shanghai, China, March. ISSN: 1976-8699.
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”. Proceedings of the Small
Enterprise Conference, Manukao City, New Zealand, September.
Valenzuela, F. (2007). “Service Recovery in The Retail Banking Industry: The
South American Case”. Proceedings of the International Conference of
Business and Information, Tokyo, Japan, July. ISSN 1729-9322.
Valenzuela, F. (2006). “The Complaint Process in the Banking Industry”.
Proceedings of 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”. Proceedings of 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”. Proceedings of the 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. Proceedings of the 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”. Proceedings of 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 of the 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 of the 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 of the
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.