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Tom Chen is Associate Professor in marketing in the Canberra Business School at the University of Canberra, Australia. He holds an honorary position at the Research School of Population Health and a visiting fellowship at the Research School of Management at the Australian National University. He obtained his PhD from the Queensland University of Technology in 2011. Tom’s research interests span service research, marketing theory and marketing strategy, and include co-creation and engagement. His current research focuses on co-creation initiatives and solutions, co-creative consumers’ psychological states, customer initiation of value co-creation, and customer engagement strategies, particularly in the context of disruptive service systems (e.g., smart cities and platform economies), as well as population/ public health service provision, digital health platform, mental health engagement framework, and healthcare and wellbeing. 

He is named the "Australia’s research field leader in Marketing 2020" by the Australian (, and the co-founder of the Co-creation in Service and Customer Engagement (CCIS-CE) Symposium ( and the Sharing Smart Cities Consortium (

He has published in the Journal of the Academy of Marketing Science (Top 20 Most cited mareketnig article 2021 -, the International Journal of Research in Marketing, the European Journal of Marketing, the Journal of Business Research, the Journal of Service Management, the Journal of Service Theory and Practice, the Journal of Retailing and Consumer Services, the Journal of Marketing Management, and the Journal of Product & Brand Management, among others. He serves on the editorial boards of the Journal of Service Theory and Practice, the Service Industries Journal and the Journal of Services Marketing. He is also a board member and the Regional Officer (Australia) of the AMA SERVSIG.

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):

  • SDG 3 - Good Health and Well-being
  • SDG 11 - Sustainable Cities and Communities

Education/Academic qualification

PhD, The rise of smart consumers, Queensland University of Technology

May 2007Dec 2011

Award Date: 1 Dec 2011

Master, MSc in Finance, Lancaster University

Sept 1999Sept 2000

Award Date: 1 Dec 2000

External positions

Honorary Associate Professor, Australian National University

Sept 2020 → …

Honorary Senior Lecturer - Research School of Population Health - Center for Mental Health Research, Australian National University

Sept 2019Sept 2020

Visiting Fellow - Research School of Management, Australian National University

Nov 2017 → …


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