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Personal profile


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 healthcare service provision and wellbeing. 

He is named the "Australia’s research field leader in Marketing 2020" by the Australian ( He is 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, 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 Service Marketing. He is also a board member and the Regional Officer (Australia) of the AMA SERVSIG.

Education/Academic qualification

PhD, Queensland University of Technology

May 2007Dec 2011

Award Date: 1 Dec 2011

Master, Lancaster University

Sep 1999Sep 2000

Award Date: 1 Dec 2000

External positions

Honorary Associate Professor, Australian National University

Sep 2020 → …

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

Sep 2019Sep 2020

Visiting Fellow - Research School of Management, Australian National University

Nov 2017 → …

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Research Output

Co-creation and engagement: maturing and broadening the horizon

Chen, T. & Dean, A., 2020, In : Journal of Service Theory and Practice. 30, 1, p. 1-4 4 p.

Research output: Contribution to journalEditorial

  • Do value cocreation and engagement drive brand evangelism?

    Harrigan, P., Roy, S. & Chen, T., 2020, In : Marketing Intelligence and Planning. p. 1-16 16 p.

    Research output: Contribution to journalArticle

  • 1 Citation (Scopus)

    Dynamics of wellbeing co-creation: a psychological ownership perspective

    Chen, T., Dodds, S., Finsterwalder, J., Witell, L., Cheung, L., Falter, M., Garry, T., Snyder, H. & McColl-Kennedy, J. R., 2020, In : Journal of Service Management. p. 1-24 24 p.

    Research output: Contribution to journalArticle

  • 3 Citations (Scopus)

    Organizing actor Engagement: A platform perspective

    Blasco-Arcas, L., Alexander, M., Sörhammar, D., Jonas, J. M., Raithel, S. & Chen, T., Sep 2020, In : Journal of Business Research. 118, p. 74-85 12 p.

    Research output: Contribution to journalArticle

  • Vulnerable consumer engagement: How corporate social media can facilitate the replenishment of depleted resources

    Fletcher-Brown, J., Turnbull, S., Viglia, G., Chen, T. & Pereira, V., 2020, In : International Journal of Research in Marketing. p. 1-12 12 p.

    Research output: Contribution to journalArticle

  • 1 Citation (Scopus)


    • 1 Invited talk

    The rise of smart consuemrs

    Tom Chen (Speaker)

    3 Oct 2013

    Activity: Talk or presentationInvited talk