Assoc Prof Yelena Tsarenko - Researcher Profile

Biography

Prior to joining the Department of Marketing Associate Professor Yelena Tsarenko was Associate Professor of Economics at the Kiev International University of Civil Aviation, Ukraine. Yelena teaches at both undergraduate and graduate levels in business research methods and services marketing. She supervises higher degree research students in consumer psychology and services marketing. Yelena has published in numerous international marketing journals including the Journal of Service Research,European Journal of Marketing and the Journal of Business Research among others.

Qualifications

METHODS AND MODELS OF PASSENGER AIR FARE FORMATION

Institution: Kiev International University of Civil Aviat

Year awarded: 1992

ECONOMICS

Institution: Kiev Int. Uni of Civil Aviation- Ukraine

Year awarded: 1984

Publications

Journal Articles

Strizhakova, Y., Tsarenko, Y., Ruth, J.A., 2012, "I'm mad and I can't get that service failure off my mind": Coping and rumination as mediators of anger effects on customer intentions, Journal of Service Research [P], vol 15, issue 4, Sage Publications Inc, Thousand Oaks CA USA, pp. 414-429.

Tojib, D.R., Tsarenko, Y., 2012, Post-adoption modeling of advanced mobile service use, Journal of Business Research [P], vol 65, issue 7, Elsevier Inc, New York USA, pp. 922-968.

Tsarenko, Y., Tojib, D.R., 2012, The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes, Journal of Marketing Management [P], vol 28, issue 9-10, Routledge, Abingdon Oxon UK, pp. 1217-1239.

Tsarenko, Y., Tojib, D., 2011, A transactional model of forgiveness in the service failure context: A customer-driven approach, Journal of Services Marketing [P], vol 25, issue 5, Emerald Group Publishing Ltd, Bingley UK, pp. 381-392.

Mulyanegara, R., Tsarenko, Y., Mavondo, F., 2011, Church marketing: The effect of market orientation on perceived benefits and church participation, Services Marketing Quarterly [P], vol 32, issue 1, Routledge, Philadelphia PA USA, pp. 60-82.

Gabbott, T., Tsarenko, Y., Mok, W., 2011, Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure, Journal of Service Research [P], vol 14, issue 2, Sage Publications Inc, Thousand Oaks CA USA, pp. 234-248.

Simpson, D., Lefroy, K., Tsarenko, Y., 2011, Together and apart: Exploring structure of the corporate-NPO relationship, Journal Of Business Ethics [P], vol 101, issue 2, Springer, Dordrecht Netherlands, pp. 297-311.

Tsarenko, Y., Polonsky, M., 2011, 'You can spend your life dying or you can spend your life living': Identity transition in people who are HIV-positive, Psychology and Health [P], vol 26, issue 4, Routledge, United Kingdom, pp. 465-483.

Mulyanegara, R., Tsarenko, Y., Mavondo, F., 2010, An empirical investigation on the role of market orientation in church participation, International Journal of Nonprofit and Voluntary Sector Marketing [P], vol 15, issue 4, John Wiley & Sons Ltd, UK, pp. 339-351.

Revels, J., Tojib, D.R., Tsarenko, Y., 2010, Understanding consumer intention to use mobile services, Australasian Marketing Journal [P], vol 18, issue 2, University of New South Wales, Sydney NSW Australia, pp. 74-80.

Tsarenko, Y., Tojib, D.R., 2009, Examining customer privacy concerns in dealings with financial institutions, Journal of Consumer Marketing [P], vol 26, issue 7, Emerald Group Publishing Ltd., United Kingdom, pp. 468-476.

Mulyanegara, R.C., Tsarenko, Y., 2009, Predicting brand preferences: An examination of the predictive power of consumer personality and values in the Australian fashion market, Journal of Fashion Marketing and Management [P], vol 13, issue 3, Emerald Group Publishing Ltd., United Kingdom, pp. 358-371.

Mulyanegara, R.C., Tsarenko, Y., Anderson, A.A., 2009, The Big Five and brand personality: Investigating the impact of consumer personality on preferences towards particular brand personality, Journal of Brand Management [P], vol 16, issue 4, Palgrave Macmillan Ltd, UK, pp. 234-247.

Walker, I.M., Tsarenko, Y., Wagstaff, P.E., Powell, I.H., Steel, M., Brace-Govan, J.V.F., 2009, The development of competent marketing professionals, Journal of Marketing Education [P], vol 31, issue 3, Sage Publications, USA, pp. 253-263.

Mok, W.H., Tsarenko, Y., Gabbott, T.M., 2008, A measurement of emotional intelligence in service encounters, Australasian Marketing Journal, vol 16, issue 1, University of New South Wales, School of Marketing, Sydney NSW Australia, pp. 20-29.

Tsarenko, Y., Clulow, V.G., Lefroy, K., 2008, Examining non-medical service needs of women living with HIV/AIDS, Advances in Consumer Research, vol 35, Association for Consumer Research, Duluth MN USA, pp. 557-562.

Bhandari, M.S., Tsarenko, Y., Polonsky, M.J., 2007, A proposed multi-dimensional approach to evaluating service recovery, Journal of Services Marketing, vol 21, issue 3, Emerald Group Publishing Ltd, United Kingdom, pp. 174-185.

Tsarenko, Y., Stewart, D.B., 2006, Consumer privacy concerns with loans offered by Australian financial institutions, Monash Business Review, vol 2, issue 3, Faculty of Business and Economics, Monash University, Caulfield East Vic Australia, pp. 1-7.

Tsarenko, Y., Mavondo, F.T., Gabbott, T.M., Hooley, G., Greenly, G., 2005, Trade-offs in customer-employee focus: implications on boundary-spanning capabilities, Journal of Euromarketing, vol 14, issue 1/2, International Business Press, USA, pp. 105-124.

Mavondo, F.T., Tsarenko, Y., Gabbott, T.M., 2004, International and local student satisfaction: resources and capabilities perspective, Journal of Marketing for Higher Education, vol 14, issue 1, Best Business Books, New York USA, pp. 41-60.

Tsarenko, Y., Mavondo, F.T., Gabbott, M.T., Hooley, G., Greenly, G., 2004, Trade-offs in customer-employee focus: implications on boundary-spanning capabilities, Journal of Euromarketing, vol 14, issue 1/2, International Business Press, USA, pp. 105-124.

Mavondo, F.T., Gabbott, M.T., Tsarenko, Y., 2003, Measurement invariance of marketing instruments: an implication across countries, Journal of Marketing Management, vol 19, issue 5-6, Westburn Publishers Ltd, Argyll UK, pp. 523-540.

Gabbott, M.T., Dubelaar, C., Tsarenko, Y., 2003, Organisation response time to online queries, Journal of Asia Pacific Marketing, vol 2, issue 2, Barmarick Publications, Hull England, pp. 42-55.

Dubelaar, C., Tsarenko, Y., Gabbott, M.T., 2003, Performance measurement in the Australian on-line securities marketplace, The International Journal of Bank Marketing: For the Financial Services Sector, vol 21, issue 6/7, Emerald, Bradford UK, pp. 335-346.

Gabbott, M.T., Mavondo, F.T., Tsarenko, Y., 2002, International student satisfaction: Role of resources and capabilities, Academic Exchange Quarterly, vol 6, issue 4, Rapid Intellect Group, USA, pp. 170-176.

Conference Proceedings

Lefroy, K., Tsarenko, Y., Simpson, D., 2009, "By the power vested in me...": Examining the 'marriage' of two sectors through nonprofit-corporate relationships, Australian and New Zealand Marketing Academy (ANZMAC) 2009 Sustainable Management and Marketing Conference, 30 November 2009 to 2 December 2009, Australian and New Zealand Marketing Academy (ANZMAC), Melbourne Vic Australia, pp. 1-7.

Tsarenko, Y., Strizhakova, Y., 2009, Insights into gendered consumption: Modelling retailer outcomes and consumer shopping characteristics, Proceedings of the 14th Biennial World Marketing Congress. Marketing in Transition: Scarcity, Globalism & Sustainability, 22 July 2009 to 25 July 2009, Academy of Marketing Science, www.ams-web.org, pp. 171-174.

Mulyanegara, R.C., Tsarenko, Y., Mavondo, F.T., 2009, Perceived market orientation and church participation, Australian and New Zealand Marketing Academy (ANZMAC) 2009 Sustainable Management and Marketing Conference, 30 November 2009 - 2 December 2009, Australian and New Zealand Marketing Academy (ANZMAC), Melbourne Vic Australia, pp. 1-9.

Tsarenko, Y., Strizhakova, Y., 2009, Service failures and customer forgiveness in the healthcare sector, 2009 AMA Winter Educator's Conference: Marketing Theory and Applications, 20 February 2009 to 23 February 2009, American Marketing Association, Chicago Illinois USA, pp. 196-203.

Tsarenko, Y., 2008, "What about us? I mean, hey, we're growing, we're here": Women living with HIV/AIDS, Proceedings of the 2008 AMA Winter Educators' Conference: Marketing Theory and Applications, 15 February 2008 to 18 February 2008, American Marketing Association, Chicago IL USA, pp. 302-308.

Tojib, D.R., Tsarenko, Y., 2008, Determinants of mobile entertainment use: A conceptual model, Proceedings of the Australia and New Zealand Marketing Academy Conference 2008 - Marketing: Shifting the Focus from Mainstream to Offbeat, 1 December 2008 to 3 December 2008, Australia and New Zealand Marketing Academy (ANZMAC), Sydney NSW Australia, pp. 1-9.

Lefroy, K., Tsarenko, Y., 2008, Management of nonprofit-business alliances: An exploratory study, Proceedings of the Australia and New Zealand Marketing Academy Conference 2008 - Marketing: Shifting the Focus from Mainstream to Offbeat, 1 December 2008 to 3 December 2008, Australia and New Zealand Marketing Academy (ANZMAC), Sydney NSW Australia, pp. 1-7.

Tsarenko, Y., Mavondo, F.T., 2008, Psychological, product-related and situational influences in purchasing intimate apparel, Proceedings of the 2008 AMA Winter Educators' Conference: Marketing Theory and Applications, 15 February 2008 to 18 February 2008, American Marketing Association, Chicago IL USA, pp. 154-160.

Tsarenko, Y., Stewart, D.B., 2007, Customer privacy concern in dealings with financial institutions, Reputation, Responsibility, Relevance: Australia & New Zealand Marketing Academy (ANZMAC) 2007 Conference Proceedings, 03 December 2007 to 05 December 2007, Australia & New Zealand Marketing Academy (ANZMAC), Dunedin New Zealand, pp. 1045-1051.

Russell, J.M., Tsarenko, Y., 2007, Dyadic perspective on non-medical support services for women living with HIV/AIDS, 2007 AMA Winter Educators' Conference: Marketing Theory and Applications, 16 February 2007 to 19 February 2007, American Marketing Association, USA, pp. 267-274.

Tsarenko, Y., Clulow, V.G., 2007, Health services encounters: Service failure and forgiveness, Reputation, Responsibility, Relevance: Australia & New Zealand Marketing Academy (ANZMAC) 2007 Conference Proceedings, 03 December 2007 to 05 December 2007, Australia & New Zealand Marketing Academy (ANZMAC), Dunedin New Zealand, pp. 2598-2604.

Tsarenko, Y., Mavondo, F.T., Fenton, A.G., 2006, Consumers involvement in purchasing of intimate apparel: women and bras, Management and Technology in the Global Economy: Nurturing Innovations and National Heritage - Proceedings of the 2006 International Conference, 27 June 2006 to 01 July 2006, Global Business and Technology Association, New York USA, pp. 1043-1049.

Mok, W.H., Tsarenko, Y., Gabbott, T.M., 2006, Emotional intelligence as a dyadic antecedent in service provider-customer interaction, The Asia-Pacific Symposium on Emotions in Worklife, 24 November 2006 to 24 November 2006, SEIRnet, Department of Management, Monash University, Clayton Vic Australia, p. 16.

Tsarenko, Y., Gabbott, T.M., 2006, Forgiveness: A new insight into business relationships, 2006 AMA Educators' Proceedings: Enhancing Knowledge Development in Marketing, 04 August 2006 to 07 August 2006, American Marketing Association, Chicago IL USA, pp. 30-36.

Tsarenko, Y., Gabbott, M., Russell, J.M., 2006, Non-medical support services for women with HIV/AIDS: exploratory study, Marketing Excellence: Proceedings of the Academy of Marketing Conference, 04 July 2006 to 06 July 2006, Middlesex University Press, London UK, pp. 1-14.

Mok, W.H., Tsarenko, Y., Gabbott, M., 2006, Scale development for customer emotional intelligence in service encounters, Advances in Marketing: Linking Organizations and Customers: Proceedings of the Annual Meeting of the Society for Marketing Advances, 01 November 2006 to 04 November 2006, Society for Marketing Advances, Nashville USA, pp. 276-279.

Mulyanegara, R.C., Tsarenko, Y., 2005, A conceptual model of consumer personality-brand preferences relationship, ANZMAC 2005 - Broadening the Boundaries: Conference Proceedings, 05 December 2005 to 07 December 2005, University of Western Australia, Fremantle WA Australia, pp. 58-64.

Mok, W., Gabbott, T.M., Tsarenko, Y., 2005, Emotions as a form of customer resource in service encounters, ANZMAC 2005 - Broadening the Boundaries: Conference Proceedings, 05 December 2005 to 07 December 2005, University of Western Australia, Fremantle WA Australia, pp. 161-169.

Mavondo, F.T., Tsarenko, Y., 2005, Organisational learning profiles: implications for innovation and performance, Proceedings of the Annual Conference of the Economy of Marketing Science on Developments in Marketing Science, 25 May 2005 to 28 May 2005, Academy of Marketing Science, USA, pp. 1-6.

Tsarenko, Y., Gabbott, T.M., 2004, Forgiveness in business relationships: the role of emotion, Proceedings of the Annual Conference of the Academy of Marketing Science, 26/5/2004 -29/5/2004, Academy of Marketing Science, Florida USA, pp. 83-96.

Hooley, G., Beracs, J., Cadogan, J.W., Douglas, S., Fahy, J., Fonfara, K., Gabbott, T.M., Greenley, G., Kasper, H., Matear, S., Moller, K., Muehlbacher, H., Snoj, B., Theoharakis, V., Tsarenko, Y., Yau, O.H.M., 2004, Marketing assets, capabilities and competitive positioning, World Wide Marketing?: Proceedings of the 33rd EMAC Conference, 18 May 2004 to 21 May 2004, University of Murcia, Murcia Spain, pp. 1-8.

Tsarenko, Y., Stewart, D.B., Gabbott, T.M., 2004, Privacy implications in the online financial marketplace, Navigating Crisis and Opportunities in Gobal Markets: Leadership, Strategy and Governance, 08 June 2004 to 12 June 2004, Global Business and Technology Association, USA, pp. 795-802.

Tsarenko, Y., Mavondo, F.T., Gabbott, T.M., 2004, Tradeoffs in stakeholder orientation: customer versus employee focus, Worldwide Marketing?: Proceedings of the 33rd EMAC Conference, 18 May 2004 to 21 May 2004, University of Murcia, Murcia Spain, pp. 1-8.

Gabbott, M.T., Tsarenko, Y., 2003, Forgiveness: an emerging concept in customer relationship management, Challenging Frontiers in Global Business and Technology: Implementation of Changes in Values, Strategy and Policy, 08 July 2003 to 12 July 2003, Global Business and Technology Association, Hungary, pp. 465-472.

Tsarenko, Y., Walker, I.M., Wagstaff, P.E., 2003, Perspectives on the development of a marketing professional, Proceedings of the 2003 ANZMAC Conference, 01 December 2003 to 03 December 2003, ANZMAC, Adelaide SA Australia, pp. 1407-1414.

Tsarenko, Y., Gabbott, M.T., Carroll, J.L., Anisimova, T.A., 2003, Why do corporations "look" as they do?, Marketing Across Borders and Boundaries: Proceedings of the 2003 World Marketing Congress, 11 June 2003 to 14 June 2003, Academy of Marketing Science, Perth WA Australia, pp. 1-6.

Tsarenko, Y., Gabbott, M.T., 2002, Assessing resources and capabilites critical to international students' satisfaction, The impact of globalization on world business in the new millenium: Competition, cooperation, environment and development, 10/07/02 to 14/07/02, International Management Development Association, Antalya Turkey, pp. 353-360.

Gabbott, M.T., Tsarenko, Y., 2002, Customer relationship management through the eyes of the customers, Global Business and Technology Association, International Conference Readings Book, 25/06/02 to 29/06/02, Global Business and Technology Association, Rome Italy, pp. 434-440.

Gabbott, M.T., Mavondo, F.T., Tsarenko, Y., 2002, Network Capabilities: Relationships with Organisational Competencies, Proceedings of Marketing Networks in a Global Economy, 16/12/2002-17/12/2002, Australian and New Zealand Marketing Academy, Perth WA Australia, pp. 1-7.

Tsarenko, Y., Gorbanovskaya, O., 2001, Equivocal impact of the internet on transitional economies: The model of Ukraine, Economies and Business in Transition: Facilitating Competitiveness and Change in the Global Environment, 11/07/2001 to 15/07/2001, Global Business and Technology Association, New York NY USA, pp. 908-914.

Dubelaar, C., Tsarenko, Y., Gabbott, M.T., 2001, Performance measurement in E-commerce-Financial services firms, Bridging Marketing Theory and Practice Conference Proceedings, 01/12/2001 to 05/12/2001, Australian and New Zealand Marketing Academy, Auckland NZ, p. 1.

Tsarenko, Y., Mavondo, F.T., 2001, Resources and capabilities as determinants of student satisfaction: Do foreign and local students differ?, Bridging Marketing Theory and Practice Conference Proceedings, 01/12/2001 to 05/12/2001, Australian and New Zealand Marketing Academy, Auckland NZ, p. 1.

Gabbott, M.T., Dubelaar, C., Tsarenko, Y., 2000, Response Time in Customer Electronic Servicescape: Estimating Parameters, ANZMAC (Aust & New Zealand Marketing Academy Conference) 2000 Visionary Marketing for the 21st Centry: Facing the Challenge, Gold Coast QLD 28 Nov-1 Decemer 2000, Griffith University, Gold Coast Qld Australia, p. 372376.

Postgraduate Research Supervisions

Current Supervision

Program of Study:

(DOCTORATE BY RESEARCH).

Thesis Title:

Investigating the role of power and peer validation on customer behavioural intentions after service failure.

Supervisors:

Tsarenko, Y (Main), Tojib, D (Associate).

Program of Study:

(DOCTORATE BY RESEARCH).

Thesis Title:

Social identification within reality television viewers and contestants.

Supervisors:

Lawton, A (Main), Tsarenko, Y (Associate).

Completed Supervision

Student:

Lefroy, K.

Program of Study:

The power of one? How corporate-provided social and economic resources affect NGO dependence, relationships and outcomes within the NGO-corporate alliance. (PHD) 2010.

Supervisors:

Tsarenko, Y (Main), Clulow, V (Associate).

Student:

Lekkumporn, P.

Program of Study:

An exploration of personal values as antecedent of gift-giving behaviour. (PHD) 2009.

Supervisors:

Tsarenko, Y (Main), Tojib, D (Associate), Brooks, R (Associate).

Student:

Mok, W.

Program of Study:

A customer resource perspective upon service failure and recovery. (PHD) 2007.

Supervisors:

Gabbott, M (Main), Tsarenko, Y (Associate).

Student:

Mulyanegara, R.

Program of Study:

Church marketing: the role of market orientation and brand image in church participation. (PHD) 2009.

Supervisors:

Tsarenko, Y (Main), Mavondo, F (Associate).

Student:

Russell, J.

Program of Study:

Support Needs of Women Living with HIV/AIDS in Australia: Exploratory Study. (Masters) 2005.

Supervisors:

Tsarenko, Y (Main), Gabbott, M (Associate).

Student:

Walker, I.

Program of Study:

An examination of factors influencing postgraduate business coursework students' choice of course and institution: the case of the business student. (PHD) 2012.

Supervisors:

Tsarenko, Y (Main).