Dr Fredy-Roberto Valenzuela-Abaca
Senior Lecturer, Faculty of The Professions, School of Business Economics and Public Policy
Qualifications
BBus (UTALCA, Chile); MBA (UOTTAWA, Canada); PhD (UNE, Australia)
Contact
| Email: | fvalenz2@une.edu.au |
| Room: | W42, Room 210 |
| Phone: | 02 6773 2054 (or +61 2 6773 2054 overseas) |
| Fax: | 02 6773 3148 |
His area of research is marketing and in particular topics related with service recovery, customer satisfaction management and relationship marketing. He is also interested in research that deals with online learning. His work has been published in several international refereed journals, such as Journal of Travel Research, Journal of Services Research and Journal of Contemporary Management Research, among others. He has also participated in several international conferences in Australia, Chile, China, Germany, Hong Kong, India, Japan, México, New Zealand, Puerto Rico, Singapore, South Korea and USA. He has been awarded the best paper award in four conferences.
Areas of Teaching
Services Marketing, Marketing Research, Consumer Behaviour, Marketing Management
Publications
CHAPTERS IN BOOKS
Valenzuela, F., Fisher, J. and Whale, S. (forthcoming, 2012). “Lecturers’ Social Presence and Personality in the Online Environment: the perceptions of off-campus postgraduate and on and off-campus undergraduate management students”. In DEHub (Ed). Micro level Research in Distance and Flexible Learning, Athabasca University Press.
Llanos, O. and Valenzuela, F., Calzadilla, P., and Hermosilla, F. (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.
REFEREED JOURNAL ARTICLES
Valenzuela, A. and Cooksey, R. (forthcoming, 2012). “Customer Perception of Time And Complaint Outcome During The Service Recovery Process”, International Review of Business research Papers.
Valenzuela, A. (2012). “The Effect Of Switching Barriers Types On Customer Loyalty”, International Review of Business research Papers, 3(1), 1-19.
Llanos, O., Valenzuela, F., Pasten, D. and Huepe, P. (2011). “Determinantes del Éxito en Procesos de Profesionalización de Empresas Familiares”, Horizontes Empresariales, 10-2.
Valenzuela, A. (2010). “Switching Barriers Used to Retain Retail Banking Customers: Some Empirical Evidence form a South American Country”. Management Research Review.
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.
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.
Valenzuela, F. (2008). “Managing Complaints in the Chilean Retail Banking”. Revista Alcance, UNIVALI, Brazil. 15(1).
Valenzuela, F. and Vasquez-Parraga A. (2006). “Trust and Commitment as Mediating Variables in the Relationship Between Satisfaction and Hotel Guest Loyalty”. Panorama Socioeconómico,
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.
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.
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.
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.
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.
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.
Valenzuela, F., Carrión, P., y Retamal, A. (2001).“Services Firms Attitude Toward the Usage of Internet”. Panorama Socioeconómico, 23, 49-54.
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.
REFEREED CONFERENCES PAPERS
Fisher, J., Valenzuela, F., and Whale, S. (2011). “Social presence in the online learning environment", in Proceedings of 25th Annual Australian and New Zealand Academy of Management Conference (ANZAM), Wellington, New Zealand.
Valenzuela, F., Fisher, J. (2011). “Poker machine wars: social responsibility and marketing”, in Proceedings of 15th International Business Research Conference, Sydney, Australia.
Valenzuela, F. and Fisher, J. (2011). “Online Learning and Teaching: the perceptions of off-campus postgraduate management students”, in Proceedings of the International Conference on Business and Information, Thailand.
Adapa, S., Rindfleish, J., Cooksey, R. and Valenzuela, F. (2009). Consumers' Continued Usage of Internet Banking: Australian Context. Proceedings of the Australian and New Zealand Marketing Academy (ANZMAC) Conference, Melbourne, Australia.
Adapa, S., Rindfleish, J., Cooksey, R. and Valenzuela, F. (2009). An Empirical Investigation of Frequency of Internet Banking Usage by Australian Consumers. Proceedings of the Australian and New Zealand Marketing Academy (ANZMAC) Conference, Melbourne, Australia.
Valenzuela, F. (2009). 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, Melbourne, Australia.
Valenzuela, F. (2009). Using More Rewarding Switching Barriers to Build Loyalty on Dissatisfied Customers. Proceedings of the International Conference on Business and Information held in South Malaysia. Received BEST PAPER AWARD
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.
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.
Valenzuela, F., Rindflesih, J., Cooksey, R. and Epworth, R. (2008). “The Role of Customer Time in Effective Complaint Handling”. Proceedings of the Global Marketing Conference, Shanghai, China, March.
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.
Valenzuela, F. (2006). “The Complaint Process in the Banking Industry”. Proceedings of the Australian and New Zealand Marketing Academy (ANZMAC) Conference, Brisbane, Australia, December.
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.
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.
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.
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. 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.
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.
CASE STUDIES
Valenzuela, F. (2012). The Australia dairy industry: Beyond the dairy farm gate. Case study published in Marketing Planning and Strategy, Asia-Pacific Edition by Jain, S., Haley, G., Voola, R., and Wickham, M, Cengage Learning, South Melbourne, Australia.
Valenzuela, F. (2012). High quality milk – high quality dairy products. Case study published in chapter 6 of Marketing Principles Asia Pacific Edition by Pride, W., Ferrell, O., Lukas, B., Schembri, S. and Nininen, O., Cengage Learning, South Melbourne, Australia.
Valenzuela, F. (2011). Is your wine giving you a headache? Case study to be published in chapter 4 of Principles of Marketing 5e by Armstrong, Adam, Denize and Kotler, Pearson, Australia, Frenchs Forest.
Valenzuela, F. and Fisher, J. (2011). Drinking or gambling: what is the core business of pubs? Case study to be published in chapter 14 of Principles of Marketing 5e by Armstrong, Adam, Denize and Kotler, Pearson Australia, Frenchs Forest.