Research output per year

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Personal profile

Research interests

Impact of new technology use on consumers

Multi-channel retailing and services

Customer responses to service failures

Monash teaching commitment

MKF2111 - Buyer Behaviour (2008-2010)

MKF5430 - Advanced Business Research Method (2011)

MKF5630 - Services Marketing (2012)

MKC1200 - Principles of Marketing (2013 - 2016 )

MKC2110 - Buyer Behaviour in Marketing (2017 - now)



Dewi Tojib (PhD, Monash University) is an Associate Professor of Marketing at the Monash Business School, Monash University (Australia). Her research and doctorate supervision interests are in the field of services marketing. In particular her research focuses on consumer responses to service transgressions, consumer adoption of mobile services including self-service technology, and the dynamics of omni-channel service experiences. Her research has been published in Journal of Services Research, European Journal of Information Systems, European Journal of Marketing, Journal of Business Research, Journal of Marketing Management, and Journal of Services Marketing among others. She has had great involvement at the Australian & New Zealand Marketing Academy (ANZMAC) and currently serves as International Editorial Board of the Journal of Organizational and End User Computing. She is also a passionate educator who continually explores and implements innovative and practical ideas to foster students' interactive and independent learning and had received commendation from the School for teaching excellence.

Research area keywords

  • Consumer Behaviour
  • Services Marketing
  • New Technology Use

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Research Output

Human staff vs. service robot vs. fellow customer: does it matter who helps your customer following a service failure incident?

Ho, T. H., Tojib, D. & Tsarenko, Y., May 2020, In : International Journal of Hospitality Management. 87, 10 p., 102501.

Research output: Contribution to journalArticleResearchpeer-review

1 Citation (Scopus)

Does consumer‐firm affiliation matter? The impact of social distance on consumers’ moral judgments

Lo, C., Tsarenko, Y. & Tojib, D., Dec 2019, In : Psychology and Marketing. 36, 12, p. 1215-1225 11 p.

Research output: Contribution to journalArticleResearchpeer-review

The influence of online review exposure on reviewers’ intensity level of negative word of mouth

Rouliez, P., Tojib, D. & Tsarenko, Y., Jun 2019, In : Journal of Hospitality and Tourism Research. 43, 5, p. 712-733 22 p.

Research output: Contribution to journalArticleResearchpeer-review

3 Citations (Scopus)
2 Citations (Scopus)

Mitigating customers’ negative responses to physical presence reduction

Tojib, D. & Khajehzadeh, S., 1 Jul 2017, In : Journal of Retailing and Consumer Services. 37, p. 109-118 10 p.

Research output: Contribution to journalArticleResearchpeer-review

4 Citations (Scopus)