Personal profile
Research interests
Impact of new technology use on consumers and society
Consumers' emotions and well-being in the service context
Customer responses to service failures
Multi-channel retailing and services
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)
Biography
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 the impact of technology on consumers and society, consumers' emotions and their well-being, consumer responses to service transgressions, 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 Travel Research and 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
Expertise related to UN Sustainable Development Goals
In 2015, UN member states agreed to 17 global Sustainable Development Goals (SDGs) to end poverty, protect the planet and ensure prosperity for all. This person’s work contributes towards the following SDG(s):
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SDG 12 Responsible Consumption and Production
Collaborations and top research areas from the last five years
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The Prompter Pal
Abdi, E. (Primary Chief Investigator (PCI)), Turner, A. (Partner Investigator (PI)), Tojib, D. (Chief Investigator (CI)) & Little, K. (Project Manager)
Monash University – Internal School Contribution, Flagstaff Group Limited
29/09/25 → 24/05/28
Project: Research
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ARC Training Centre for Optimal Ageing
Lim, Y. Y. (Primary Chief Investigator (PCI)), Kulic, D. (Chief Investigator (CI)), Grundy, J. (Chief Investigator (CI)), Batstone, J. (Chief Investigator (CI)), Olivier, P. (Chief Investigator (CI)), Wilson Rajaratnam, S. (Chief Investigator (CI)), Cornish, K. (Chief Investigator (CI)), Anderson, C. (Chief Investigator (CI)), Klein, B. (Chief Investigator (CI)), Browning, C. J. (Chief Investigator (CI)), Pase, M. (Chief Investigator (CI)), Abdi, E. (Chief Investigator (CI)), Robinson, N. (Chief Investigator (CI)), McNaney, R. (Chief Investigator (CI)), Srikanth, V. (Chief Investigator (CI)), Hill, K. (Chief Investigator (CI)), Flynn, D. (Chief Investigator (CI)), Callisaya, M. (Chief Investigator (CI)), Brusco, N. (Chief Investigator (CI)), Carreno-Medrano, P. (Chief Investigator (CI)), Cronin, J. (Partner Investigator (PI)), Fripp, J. (Partner Investigator (PI)), Kothari, N. (Partner Investigator (PI)), Toms, M. (Partner Investigator (PI)), Neilson, P. (Partner Investigator (PI)), Orelowitz, J. (Partner Investigator (PI)), Udagedara, I. B. (Partner Investigator (PI)), De Chaumont Rambert, C. (Partner Investigator (PI)), Haddock, R. (Partner Investigator (PI)), Pitt, A. (Partner Investigator (PI)), Pearman, A. (Partner Investigator (PI)), Lethlean, G. (Partner Investigator (PI)), Skye, S. (Partner Investigator (PI)), Cai, J. (Chief Investigator (CI)), Ayton, D. (Chief Investigator (CI)), Jackson, M. (Chief Investigator (CI)), Little, K. (Project Manager), Cook, A. (Partner Investigator (PI)), Foley, M. (Chief Investigator (CI)), Foley, B. (Partner Investigator (PI)), Varma, P. (Chief Investigator (CI)), Turner, A. (Partner Investigator (PI)), Manifold, J. (Chief Investigator (CI)), McNaney, R. (Chief Investigator (CI)), Foale, C. (Chief Investigator (CI)) & Tojib, D. (Chief Investigator (CI))
ARC - Australian Research Council, Flagstaff Group Limited, Future Wellness Group Holdings Pty Ltd, Aunty Grace Pty Ltd, Andromeda Robotics Holdings Pty Ltd
25/05/23 → 25/05/28
Project: Research
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Catch me before I fail: An Early Intervention Framework to Improve At-Risk Students’ Academic Performance, Engagement and Unit Retention Rates.
Kaur, C. (Chief Investigator (CI)), Mitchell, J. (Associate Investigator (AI)), Tojib, D. (Associate Investigator (AI)), Cui, T. (Partner Investigator (PI)), Luu, J. (Partner Investigator (PI)), Li, J. (Associate Investigator (AI)), Goh, T. (Partner Investigator (PI)), Wei Leong, K. (Partner Investigator (PI)), Subban, P. (Partner Investigator (PI)) & Brooks, R. (Associate Investigator (AI))
Monash University – Internal University Contribution
3/01/22 → 31/07/24
Project: Research
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Is matching 'Destination Image' and 'Destination Society Stereotype’ likely to influence travellers’ attitudes toward tourism destination?
Tojib, D. (Primary Chief Investigator (PCI)), Tsarenko, Y. (Chief Investigator (CI)), Rahayu, S. (Partner Investigator (PI)) & Heruwasto, I. (Partner Investigator (PI))
1/05/17 → 31/05/18
Project: Research
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Empathy in service recovery: a psychophysiological study of frontline employees’ responses across communication channels
Lajante, M. & Tojib, D., May 2026, In: Journal of Consumer Marketing. 43, 4, p. 490-508 19 p.Research output: Contribution to journal › Article › Research › peer-review
2 Link opens in a new tab Citations (Scopus) -
Comparing empathetic versus solution-oriented service robots
Lajante, M., Tojib, D. & Hamam, M., 2025, (Accepted/In press) Encyclopedia of Artificial Intelligence in Marketing. Lahari, R. (ed.). Living ed. Cham Switzerland: Springer, 5 p.Research output: Chapter in Book/Report/Conference proceeding › Encyclopaedia / Dictionary Entry › Other › peer-review
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Customer value extraction vs. co-creation at self-service checkout
Hamam, M., Lajante, M. & Tojib, D., 28 Nov 2025, In: International Journal of Quality and Service Sciences. 17, 4, p. 542-562 21 p.Research output: Contribution to journal › Article › Research › peer-review
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Emotional contagion in human-robot interaction
Lajante, M., Hanam, M. & Tojib, D., 2025, (Accepted/In press) Encyclopedia of Artificial Intelligence in Marketing. Ladhari, R. (ed.). Living ed. Cham Switzerland: Springer, 7 p.Research output: Chapter in Book/Report/Conference proceeding › Encyclopaedia / Dictionary Entry › Other › peer-review
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High expectations: how tourists cope with disappointing vacation experiences
Hossain, M. I., Oppewal, H. & Tojib, D., May 2023, In: Journal of Travel Research. 62, 5, p. 989-1009 21 p.Research output: Contribution to journal › Article › Research › peer-review
29 Link opens in a new tab Citations (Scopus)
Prizes
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2019 The Dean’s Teaching Excellence Award, Monash Business School
Tojib, D. (Recipient) & Cui, T. (Recipient), 2019
Prize: Prize (including medals and awards)
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Best paper in Psychology & Marketing track, the 10th Ineka Conference (Verona, Italy).
Tojib, D. (Recipient), Tsarenko, Y. (Recipient) & Lo, C. (Recipient), 2019
Prize: Prize (including medals and awards)
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Top three finalist in the 2019 AxcessCapon Teaching Innovation Competition (Santa Fe, USA).
Tojib, D. (Recipient) & Cui, T. (Recipient), 2019
Prize: Prize (including medals and awards)