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Raechel Johns (B Com, M Mkt, GCHE, MHE, PhD) is the Head of the Canberra Business School. A Professor in Marketing and Service Management, Raechel’s expertise includes customer value, technology marketing and Transformative Service. Her research interests include self-service technologies, internet marketing, social media, vulnerable communities and Transformative Service Research.

Prior to her academic career, Raechel worked in Marketing in the IT industry and internet based organisations and this industry experience intersects with her research interests. Her first marketing role was in retail, as the Marketing Manager of a shopping centre. 

Area of Supervision:

Services Marketing, particularly Transformative Service Research, Vulnerable Consumers, Community Wellbeing, Technology facilitated service delivery, Social Media use

Other topics of interest include:

technology, internet marketing, social media, not for profit marketing, customer value, relationships 

Involvement in PhD Supervisory Panels:

Raechel Johns is happy to participate in relevant supervisory panels

Current Projects

Research related to the Transformative Service Mediator (Johns and Davey, 2009)

Research related to Transformative Service Research / vulnerable consumers/ community wellbeing

Research related to technology use in communities, organisations and to facilitate relationships or service delivery



Fingerprint Dive into the research topics where Raechel Johns is active. These topic labels come from the works of this person. Together they form a unique fingerprint.

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Network Recent external collaboration on country level. Dive into details by clicking on the dots.

Projects 2007 2017

Research Output 2003 2019

#travelgram: live tourist snaps have turned solo adventures into social occasions

Walsh, M., Dale, N. F. & Johns, R., 27 Dec 2019, The Conversation, 2019, p. 1-7 7 p.

Research output: Contribution to Newspaper/Magazine/BulletinArticle

Open Access
social media

Health consumers’ social media adoption behaviours: evidence from Australia

Khan, I., Saleh, A., Johns, R. & Quazi, A. M., Dec 2019, p. 1244-1244. 1 p.

Research output: Contribution to conference (non-published works)Abstract

Social media
Technology acceptance
2 Citations (Scopus)

Introducing the transformative service mediator: Value creation with vulnerable consumers

Johns, R. & Davey, J., 11 Feb 2019, In : Journal of Services Marketing. 33, 1, p. 5-15 11 p.

Research output: Contribution to journalArticle

Vulnerable consumers
Value creation
Value co-creation

Mediation effects of service features on rapport–dependency link in emerging market

Fatima, J. K., di Mascio, R., Johns, R. & Quazi, A., 2019, In : Journal of Service Theory and Practice. 29, 5/6, p. 639-660 22 p.

Research output: Contribution to journalArticle

Mediation effect
Emerging markets
Service quality
Partial least squares
4 Citations (Scopus)

M-payment adoption for bottom of pyramid segment: an empirical investigation

Hussain, M., MOLLIK, A., JOHNS, R. & Rahman, M. S., 2019, In : International Journal of Bank Marketing. 37, 1, p. 362-381 21 p.

Research output: Contribution to journalArticle

Empirical investigation
Behavioral intention