Dr Catherine Prentice

Visiting Professor

Justice, Security and Sustainability

Dr Catherine Prentice is currently an Associate Professor of Marketing, Director of Research at Griffith University, Australia, a director of Asia Pacific of Associations for Gambling Studies. Prior to her academic career, Catherine had worked in various industries as a business owner and as a senior corporate executive. Since her commencement in academia, Catherine has published extensively in top tier marketing, tourism and hospitality journals. Her main research interests include artificial intelligence, emotional intelligence, service research and innovation, services marketing, relationship marketing, consumer behaviours, and gambling studies. She is currently an associate editor of Journal of Global Scholars of Marketing Science, an editorial board member of Journal of Business Research, International Journal of Contemporary Hospitality Management, Journal of hospitality and marketing management , Journal of Global Scholars of Marketing Science, Tourism Review, Australasia Marketing Journal, Journal of Gambling and Commercial Gaming Research, and International Journal of Tourism Anthropology. She has served on various internal and external committees.

Professional memberships and activities

Academy of Marketing Science (AMS)
American Marketing Association (AMA)
Australia & New Zealand marketing Academy (ANZMAC)
National Association of Gambling Studies (NAGS)
Council for Australasian University Tourism and Hospitality Educators (CAUTHE)
Director and Committee member of Asia Pacific Association for Gambling Studies (APAGA) (2012-present)
National Association for Gambling Studies (NAGS)
Promotion mentoring committee Swinburne University (2014-2015)
Academic research committee Edith Cowan University (2016)

Academic qualifications

PhD, MBA, BA

Expertise

Artificial intelligence, emotional intelligence

Research interests

Artificial intelligence, emotional intelligence, service research, consumer psychology, services and relationship marketing

Publications

Journal articles
1. Prentice, C., Dominique Lopes, S., & Wang, X. (2020). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing & Management, 1-18. (A) (SSCI) (Q1)
2. Vada, S., Prentice, C., Scott, N., & Hsiao, A. (2020). Positive psychology and tourist well-being: A systematic literature review. Tourism Management Perspectives, 33, 100631. (A) (SSCI) (Q1)
3. Prentice, C. (2020). Enhancing the tourist experience with emotional intelligence. Tourism Review. (B) (SSCI) (Q1)
4. Ou, J., Wong, I. A., Prentice, C., & Liu, M. T. (2020). Customer Engagement and its Outcomes: The Cross-Level Effect of Service Environment and Brand Equity. Journal of Hospitality & Tourism Research, 44(2), 377-402.
5. Prentice, C. (2019). Testing complexity theory in service research. Journal of Services Marketing. DOI (10.1108/JSM-09-2019-0353). (A) (SSCI) (Q1)
6. Douglas, E. J., Shepherd, D. A., & Prentice, C. (2020). Using fuzzy-set qualitative comparative analysis for a finer-grained understanding of entrepreneurship. Journal of Business Venturing, 35(1), 105970. (A*) (SSCI) (Q1)
7. Prentice, C. (2019). Managing service encounters with emotional intelligence. Journal of Retailing and Consumer Services. 51, 344-351. (A) (SSCI) (Q1)
8. Prentice. C. (2009). Emotional intelligence and tourist experience: a perspective article. Tourism Review. Forthcoming (B) (SSCI)
9. Vada, S., Prentice, C., & Hsiao, A. (2019). The role of positive psychology in tourists’ behavioural intentions. Journal of Retailing and Consumer Services, 51, 293-303. (A) (SSCI) (Q1)
10. Prentice, C. Dominique, S. Want, X. (2019). Emotional intelligence or artificial intelligence – an employee perspective. Journal of Hospitality Marketing & Management. (A) (SSCI) (Q1)
11. Prentice, C. & Thaichon, P. (2019). Revisiting the job performance - burnout relationship. Journal of Hospitality Marketing & Management. 28(7), 1-26. (A) (SSCI) (Q1)
12. Prentice, C., Wang, X., & Loureiro, S. M. C. (2019). The influence of brand experience and service quality on customer engagement. Journal of Retailing and Consumer Services, 50, 50-59. (A) (SSCI) (Q1)
13. Douglas, E., & Prentice, C. (2019). Innovation and profit motivations for social entrepreneurship: A fuzzy-set analysis. Journal of Business Research, 99, 69-79. (A) (SSCI) (Q1)
14. Prentice, C., Chen, J., & Wang, X. (2019). The influence of product and personal attributes on organic food marketing. Journal of Retailing and Consumer Services, 46, 70-78. (A) (SSCI) (Q1)
15. Prentice, C., Han, X. Y., Hua, L.-L., & Hu, L. (2019). The influence of identity-driven customer engagement on purchase intention. Journal of Retailing and Consumer Services, 47, 339-347. (A) (SSCI) (Q1)
16. Prentice, C., & Kadan, M. (2019). The role of airport service quality in airport and destination choice. Journal of Retailing and Consumer Services, 47, 40-48. (A) (SSCI) (Q1)
17. Prentice, C., Ma, E., & Wong, I. A. (2019). Performance driven outcomes—the case of frontline employees in the hospitality sector. Journal of Hospitality Marketing & Management, 28(1), 101-123. (A) (SSCI) (Q1)
18. Vada, S., Prentice, C., & Hsiao, A. (2019). The influence of tourism experience and well-being on place attachment. Journal of Retailing and Consumer Services, 47, 322-330. (A) (SSCI) (Q1)
19. Wong, I.A. and Prentice, C. 2019). Customer engagement and its outcomes” the cross-level effect of casino service environment and brand equity. Journal of Hospitality and Tourism Research. (forthcoming). (A) (SSCI) (Q1)
20. Ou, J., Wong, I. A., Prentice, C., & Liu, M. T. (2019). Customer Engagement and its Outcomes: The Cross-Level Effect of Service Environment and Brand Equity. Journal of Hospitality & Tourism Research. (A) (SSCI) (Q1)
21. Casidy, R., Prentice, C., & Wymer, W. (2018). The effects of brand identity on brand performance in the service sector. Journal of Strategic Marketing, 1-15. (A)
22. Guercini, S., Bernal, P. M., & Prentice, C. (2018). New marketing in fashion e-commerce. Journal of Global Fashion Marketing, 9(1), 1-8.
23. Prentice, C. (2018). Linking internal service quality and casino dealer performance. Journal of Hospitality Marketing & Management, 27(6), 733-753. (A) (SSCI) (Q1)
24. Prentice, C., & Loureiro, S. M. C. (2018). Consumer-based approach to customer engagement–The case of luxury brands. Journal of Retailing and Consumer Services, 43, 325-332. (A) (SSCI) (Q1)
25. Prentice, C., Wang, X., & Lin, X. (2018). An Organic Approach to Customer Engagement and Loyalty. Journal of Computer Information Systems, 1-10. (A) (SCI) (Q1)
26. Prentice, C., & Zeng, Z. (2018). From gambling exposure to adaptation: Implications for casino sustainability. Journal of Retailing and Consumer Services, 41, 31-36. (A) (SSCI) (Q1)
27. Prentice, C., & Loureiro, S. M. C. (2017). An asymmetrical approach to understanding configurations of customer loyalty in the airline industry. Journal of Retailing and Consumer Services, 38, 96-107. (A) (SSCI) (Q1)
28. Prentice, C., Wong, I. A., & Lam, D. (2017). Uncovering the service profit chain in the casino industry. International Journal of Contemporary Hospitality Management, 29(11), 2826-2846. (A) (SSCI) (Q1)
29. Prentice, C., & Zhang, L. (2017). Celebrity endorsement and stock market return. Marketing Intelligence & Planning, 35(4), 529-543. (A) (SSCI) (Q1)
30. Prajitmutita, L. M., Perényi, Á., & Prentice, C. (2016). Quality, value?–Insights into medical tourists’ attitudes and behaviors. Journal of Retailing and Consumer Services, 31, 207-216. (A) (SSCI) (Q1)
31. Prentice, C. (2016). Leveraging employee emotional intelligence in casino profitability. Journalof Retailing and Consumer Services, 33, 127-134. (A) (SSCI) (Q1)
32. Prentice, C., Han, X.-Y., & Li, Y.-Q. (2016). Customer empowerment to co-create service designs and delivery: scale development and validation. Services Marketing Quarterly, 37(1), 36-51. (B)
33. Prentice, C., & Handsjuk, N. (2016). Insights into Vodka consumer attitude and purchasing behaviors. Journal of Retailing and Consumer Services, 32, 7-14. (A) (SSCI) (Q1)
34. Prentice, C., & Wong, I. A. (2016). Embracing or fighting the urge: A multilevel investigation on casino service, branding and impulsive gambling. International Journalof Hospitality Management, 56, 109-118. (A*) (SSCI) (Q1)
35. Prentice, C., & Cotte, J. (2015). Special Issue: Problem gambling, drinking, and smoking. Journal of Business Research, 68(10), 2045-2222. (A) (SSCI) (Q1)
36. Prentice, C., & Wong, I. A. (2015). Casino marketing, problem gamblers or loyal customers? Journal of Business Research, 68(10), 2084-2092. (A) (SSCI) (Q1)
37. Wong, I. A., & Prentice, C. (2015). Multilevel environment induced impulsive gambling. Journal of Business Research, 68(10), 2102-2108. (A) (SSCI) (Q1)
38. Woodside, A. G., Prentice, C., & Larsen, A. (2015). Revisiting problem gamblers’ harsh gaze on casino services: Applying complexity theory to identify exceptional customers. Psychology& Marketing, 32(1), 65-77. (A) (SSCI) (Q1)
39. Prentice, C. (2014). Who stays, who walks, and why in high-intensity service contexts. Journal of Business Research, 67(4), 608-614 (A) (SSCI) (Q1)
40. Shi, Y., Prentice, C., & He, W. (2014). Linking service quality, customer satisfaction and loyalty in casinos, does membership matter? International Journal of Hospitality Management, 40, 81-91. (A*) (SSCI) (Q1)
41. Thaichon, P., Lobo, A., Prentice, C., & Quach, T. N. (2014). The development of service quality dimensions for internet service providers: retaining customers of different usage patterns. Journalof Retailing and Consumer Services, 21(6), 1047-1058. (A) (SSCI) (Q1)
42. Zeng, Z., Prentice, C., & King, B. E. (2014). To gamble or not? Perceptions of Macau among Mainland Chinese and Hong Kong visitors. International Journal of Tourism Research, 16(2), 105-112. (A) (SSCI) (Q1)
43. Zeng, Z. L., & Prentice, C. (2014). A patron, a referral and why in Macau casinos—The case of mainland Chinese gamblers. International Journal of Hospitality Management, 36, 167-175. (A*) (SSCI) (Q1)
44. Prentice, C. (2013) Who stays, who walks, and why in high-intensity. Journal of Business Research, 67, 608-614. (A) (SSCI) (Q1)
45. Prentice, C. (2013). Service quality perceptions and customer loyalty in casinos. International Journal of Contemporary Hospitality Management, 25(1), 49-64. (A) (SSCI) (Q1)
46. Prentice, C. (2013). Attitudinal and behavioral loyalty amongst casino players in macau. Services Marketing Quarterly, 34(4), 309-321. (B)
47. Prentice, C., Chen, P.-J., & King, B. (2013). Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts. International Journal of Hospitality Management, 35, 225-236. (A*) (SSCI) (Q1)
48. Prentice, C., & King, B. E. (2013). Emotional intelligence and adaptability–service encounters between casino hosts and premium players. International Journal of Hospitality Management, 32, 287-294. (A*) (SSCI) (Q1)
49. Prentice, C., & King, B. E. (2013). Impacts of personality, emotional intelligence and adaptiveness on service performance of casino hosts: A hierarchical approach. Journal of Business Research, 66(9), 1637-1643. (A) (SSCI) (Q1)
50. Prentice, C., & Woodside, A. G. (2013). Problem gamblers’ harsh gaze on casino services. Psychology & Marketing, 30(12), 1108-1123. (A) (SSCI) (Q1)
51. Thompson, W. N., & Prentice, C. (2013). Should Casinos Exist as Monopolies or Should Casinos Be in Open Markets. UNLV Gaming LJ, 4, 39.
52. Prentice, C., & King, B. E. (2012). Emotional intelligence in a hierarchical relationship: Evidence for frontline service personnel. Services Marketing Quarterly, 33(1), 34-48. (B)
53. Prentice, C., King, B. E., & Ohtsuka, K. (2012). Casino service quality, tiered customer segments, and casino player retention. Services Marketing Quarterly, 33(4), 277-291. (B)
54. Prentice, C., & King, B. (2011). The influence of emotional intelligence on the service performance of casino frontline employees. Tourism and Hospitality Research, 11(1), 49-66. (A) (SSCI)
55. Prentice, C., & King, B. (2011). Relationship marketing in the casino industry. Journal of Vacation Marketing, 17(1), 51-63. (A) (SSCI) (Q1)

Books
Prentice, C. (2019). Emotional intelligence and Marketing. World Scientific Publishing Co. Pte, Ltd. Singapore. ISBN 978-981-120-354-1
Book Chapter
Prentice, C. (2013). Emotional labour and its consequences: The moderating effect of emotional intelligence Individual Sources, Dynamics, and Expressions of Emotion (pp. 187-201): Emerald Group Publishing Limited.

UK University

StudentCrowd University Awards 2022

of Research Impact is ‘Outstanding’ or ‘Very Considerable’

Research Excellence Framework 2021

for Job Prospects

StudentCrowd University Awards 2022

for Student Satisfaction

Complete University Guide 2022

of Research is “Internationally Excellent” or “World Leading”

Research Excellence Framework 2021

for Social Inclusion

The Times and The Sunday Times Good University Guide 2022