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Professor Raechel Johns (Head of School)

School of Management 
Highest Qualification – Phd
HDR Completions – 2

Contact Details 
Phone No.: +61 (0) 2 6201 2726


My main research theme relates to customer value through service. I am, however, interested in a broad range of marketing and management related topics.

My main focus is on customer value, customer relationships and improving community well-being through service. I have a particular interest in how technology improves or hinders the service delivery process and the relationship between an organisation and their customers or between individuals. My PhD thesis explored self-service technologies, service-dominant logic and relationship marketing which all remains interests of mine. More recently, however, I have been exploring Transformative Service Research/ customer well-being- for example, through a focus on health services, community well-being etc.

  • 2014: $47 377, Victorian Responsible Gambling Foundation, Raechel Johns, Naomi Dale, Lubna Alam and Byron Keating;
  • 2011: $96 000, Murray Darling Basin Futures CRN, Raechel Johns, Birgit Muskat, Matthias Muskat;
  • 2012: $20 000, University of Canberra Early Career Researcher Grant, Raechel Johns.
  • Johns, R., Do self-service technologies affect interfirm relationships? A B2B perspective, Australaisan Journal of Information Systems, 18 (3);
  • Johns, R., and English, R., 2016, Transition of self: Repositioning the celebrity brand through social media.  The case of Elizabeth Gilbert, Journal of Business Research, Forthcoming;
  • Johns, R 2012, Relationship Marketing in a self-service context – no longer applicable?, Journal of Relationship Marketing , Vol 11, No 2;
  • Johns, R., and Perrot, B., 2008, the impact of internet banking on business-customer relationships (are you being self-serviced), International Journal of Bank Marketing, 26, 7.

Google Scholar Profile


Raechel is available for a HDR supervision consultation to prospective students.

Areas of Research Interest

  • Services Marketing
  • Technology in marketing eg. internet marketing and self-service technologies
  • Social media
  • Co-creation of value
  • Brand position and relationships with customers

Research Theories / Models of Interest

  • Relationship Marketing
  • Service Dominant Logic / Co-creation of value/ co-production/ customer value/ service logic / tangibles and intangibles
  • International marketing
  • Services marketing

Research Methods of Interest

  • Qualitative
  • Mixed-Methods
  • Netnography
  • Innovative research
  • Quantitative