Services and Relationship Marketing: Retail & Automation
Academic Journal Articles
Vredenburg, Jessica, Sommer Kapitan, and Sharon Jang (2023), “Service Mega-Disruptions: A Conceptual Model and Research Agenda”, Journal of Services Marketing (ahead-of-print).
Phillips, Megan and Jessica Vredenburg (2023), “Hygiene Theatre: An important risk reduction signal for the future of retailing”, International Journal of Retail & Distribution Management (ahead-of-print).
Vredenburg, Jessica and Simon J. Bell (2014), “Variability in Health Care Services: The Role of Service Employee Flexibility,” Australasian Marketing Journal, 22(3), 168-178.
SELECTED MANUSCRIPTS UNDER REVIEW
Baxter Thomas, Laura, Sommer Kapitan, and Jessica Vredenburg, “Coincidentally Sustainable Consumer Behaviours: Social Determinants of Sustainability in Second-hand Luxury Fashion”
Academic Book Chapters
Vredenburg, Jessica, Simon J. Bell, and Evan Polman (2023), “Employee-to-Customer Improvisation: A Value Creation Strategy for Navigating the Contemporary Consumption Experience”. In K. Bäckström, C. Egan-Wyer & E. Samsioe (Eds.), The Future of Consumption: How Technology, Sustainability and Wellbeing will Transform Retail and Customer Experience (chapter 21), Springer International Publishing.
Expert Analysis Articles
Vredenburg, Jessica and Megan Phillips (2020), “Coronavirus has turned retail therapy into retail anxiety – keeping customers calm will be key to carrying on,” The Conversation.
TV
April 26, 2021
I took part in Fair Go's food special discussing supermarket sales, and why consumers are so drawn to a deal with Fair Go reporter Garth Bray.
February 12, 2021
Buy Now Pay Later schemes have increased in popularity as the world adjusts to shopping online due to the Covid-19 pandemic. I spoke to TVNZ Foreign Correspondent Wilson Longhurst about the marketing implications of these BNPL schemes on 1News.
November 25, 2020
Is Black Friday all it’s cracked up to be? And how can shoppers ensure they’re actually bagging a bargain? I spoke with Hilary Barry and Jeremy Wells from TVNZ’s Seven Sharp program about Black Friday tips and tricks.
May 28, 2020
Coronavirus has turned traditional retailing on its head with retail therapy giving way to retail anxiety. Now that countries are slowly reopening how shops and restaurants help keep customers calm will be key to carrying on post-pandemic. I discussed my views, based off of co-authored work with Megan Phillips, with TVNZ’s Breakfast host John Campbell.
December 3, 2018
The business of Christmas… I chatted holiday shopping trends with TVNZ’s Breakfast show presenter Matty McLean- how companies and consumers can embrace both in-store and online shopping experiences to get the best of both worlds.
March 27, 2017
“Shadow work” is where we pump our own gas, book our own flights, check ourselves in at the airport and check ourselves out at the supermarket. But consumers are increasingly looking for shortcuts that will make things more convenient. I featured on TVNZ's FairGo as an expert on this topic.
Print and Radio
January 18, 2023, Stuff: The psychology of panic buying: here is why some supermarkets are out of eggs
December 20, 2021, AdNews: Lessons learned from Airbnb about tourism recovery post-pandemic
December 6, 2021, Newshub: Importance of hygiene theatre as shops reopen
February 16, 2021, Stuff: Covid-19: Supermarkets urge staff and customers to wear masks, but can't enforce it
February 15, 2021, Stuff: Supermarkets call on shoppers to 'do the right thing' — scan and shop normally
June 24, 2020, Stuff: Coronavirus: Australian shoppers 'back to panic buying' as Covid-19 cases spike
March 11, 2020, Stuff: Coronavirus: Irrationally stockpiling toilet paper a very human thing to do
July 1, 2019, NZ Retail Magazine: How will automation change retail?
January 6, 2018, New Zealand Herald: Would you take money advice from a computer?
October 10, 2017, Engage: High tech, high touch
May 25, 2020, Newstalk ZB: Quoted expert on the Early Morning Show commenting on how Covid-19 has affected shopping for retailers and customers, based on my coauthored article with Megan Phillips in The Conversation.
Awards, Competitions & Invited Talks
Spirited Conversations
November 25, 2019
I was invited to present on the topic of hyper-consumerism and overconsumption at Nelson, NZ-based speaker series about living well in communities.
Spark New Zealand
April 27, 2017
I presented my research on the technology and the changing customer interface to the Spark New Zealand Customer Experience & Insights Team.
AUT Business Series
March 27, 2017
I presented my research on the information technology revolution and its impact on the services landscape as a keynote in the Rainbow Auckland Business Series.