Troy Heffernan

Teaching interests

1. Marketing Research
2. Buyer Behaviour
3. Principles of Marketing
4. New Product Management
5. Marketing Management
6. Multinational Marketing Management
7. International Marketing
8. Relationship Marketing
9. Marketing Planning
10. Research Methods
11. Contemporary Issues in Marketing
12. Other more specialised courses.

 

Research interests
International Business

Relationahip Marketing

Transnational Education

L ecturer Effectiveness


Trust in B2B settings


Culture  

Research degrees awarded to supervised students

Successful PhD Completions

1.    David Dowell, 2009, Elements of Trust in a Business-to-Business Relationship. Awarded PhD from Charles Sturt University, Australia.

2.    Colin von Ettingshausen. 2009, Benchmarking the implementation of E-Commerce: A Case Study Analysis. Awarded PhD from the University of Plymouth, United Kingdom.

 

Grants & contracts

1.    2009, Knowledge Transfer Partnership Grant, UK. Understanding new software delivery opportunities, refining existing products and developing new models of delivery. Knowledge transfer partner: GOSS Interactive Ltd. UK£121,788

2. 2009, Knowledge Transfer Partnership Grant, UK. To interrogate existing evidence systematically and establish a community profile, in order that the Trust can explore development options. Knowledge transfer partner: Millfields Community Economic Development Trust. UK£24,706

3.    2008, University of Plymouth and China Agricultural University joint proposal under the PMI2 UK-China Collaborative Partnerships in Employability and Entrepreneurship. UK£40,450

4.    2007, Knowledge Transfer Partnership Grant, UK. The organisational restructure and launch of GrowFair. Knowledge transfer partner: Bristol Fruit Sales. UK£111,000

5.    2004, ANZ funding of an initial study into emotional intelligence and performance. Aus$6605.00

6.    2004, Linkage Grant Development Scheme, Charles Sturt University. EI, Trust and Performance. Industry partner ANZ. Aus$4000.00

7.    2004, Asia-Pacific Research Grant: Faculty of Commerce, Charles Sturt University. Student learning styles and marketing lecturer effectiveness in China. Aus$5000.00

8.    2001, Seed Funding: Faculty of Commerce: Joint grant for research into marketing education. Aus$2000.00

9.    2000, Seed Funding: Faculty of Commerce: How and why are successful franchise style relationships sustained and developed between Australian universities and other education providers? Grant Aus$2000.00

 

Publications

Refereed Journal Publications:

 

1.    Heffernan, T. Morrison, M., Basu, P. & Sweeney, A. 2010, Cultural Differences, Learning Styles and Transnational Education. Journal of Higher Education Policy and Management Vol 32 (1); pp. 1-13.

2.    Heffernan, T. W., Morrison, M., Sweeney, A. & Jarratt, D. 2010, Personal Attributes of Effective Lecturers: The Importance of Dynamism, Communication, Rapport and Applied Knowledge. International Journal of Management Education. (forthcoming, May 2010).

3.    Sweeney, A., Morrison, M., Jarratt, D. & Heffernan, T. W. 2009, Modelling the constructs contributing to the effectiveness of marketing lecturers. Journal of Marketing Education. Vol 31 (3); pp. 190-202.

4.    Jobling, E., Walker, G. & Heffernan, T. W. 2009, Service quality attributes SME’s desire in their choice and retention of a bank: An Australian perspective. International Review of Business Research Papers. Vol 5 (3), pp. 12-25.

5.    Heffernan, T. W. & Droulers, M. 2008, East and West: The Successful Integration of Cultures at Shangri-La, Sydney. The Marketing Review. Vol 8 (3); pp. 297-309.

6.    Heffernan, T. W., O'Neill, G., Travaglione, T. & Droulers, M. 2008, Relationship Marketing: The Impact of Emotional Intelligence and Trust on Bank Performance. International Journal of Bank Marketing. Vol 26 (3); pp. 183-199.

7.    Angell, R., Heffernan, T.W. & Megicks, P. 2008 Service Quality in Postgraduate Education. Quality Assurance in Education. Vol 16 (3), pp. 236-254.

8.    Sicilia, M., Pérez, R. & Heffernan, T. W. 2008 How do E.U. Cities Utilise their Websites? A Content Analysis and Suggestions for Improvement. Journal of Internet Business. (5). 

9.    Bühler, A., Heffernan, T. W. & Hewson, P. 2007, The Soccer Club – Sponsor Relationship: Identifying the Critical Variables for Success. International Journal of Sports Marketing and Sponsorship. Vol 8(4), pp. 291-309.

10. Hawke, A. & Heffernan, T. W. 2006, Interpersonal liking in lender-customer relationships in the Australian banking sector. International Journal of Bank Marketing. Vol 24 (3); pp. 140-157.

11. Butcher, K. & Heffernan T.W. 2006, Social regard: A link between waiting for service and service outcomes, International Journal of Hospitality Management. Vol 25, (1), pp. 34-53.

12. Morrison, M., Sweeney, A. & Heffernan, T. W. 2006, Karns’s Learning Styles and Learning Effectiveness: A Rejoinder. Journal of Marketing Education. Vol. 28; pp. 64-68.

13. Heffernan, T. W. & Farrell, M. 2005, The Impact of Culture on Early International Relationship Development in the Education Sector. Journal of Asia Pacific Marketing. Vol 4 (1), pp. 17-40.

14. Heffernan, T. & Poole, D. 2005, In Search of “the Vibe”: Creating Effective International Education Partnerships. Higher Education: The International Journal of Higher Education and Educational Planning. Vol 50 (2), pp 223-245.

15. Heffernan, T. W. 2004, Trust formation in cross-cultural business to business relationships. The International Journal of Qualitative Marketing Research. Vol 7, (2), pp. 114-125.

16. Heffernan, T. & Poole, D. 2004, “Catch Me I’m Falling” – Key Factors in the Deterioration of Offshore Education Partnerships. The Journal of Higher Education, Policy and Management. Vol 26 (1), pp. 75-90.

17. Morrison, M., Sweeney, A. & Heffernan, T. W. 2003, Learning Styles of On-Campus and Off-Campus Marketing Students: The Challenge for Marketing Educators. Journal of Marketing Education. Vol. 25, (3); pp. 208 – 230.

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Book Chapters

 

1.    Williams, J. & Heffernan, T. W. 2007, Marketing Intelligence: How Linguistic Ability and International Experience Impact on Export Marketing Management. In Engagement and Change: Exploring Management, Economics and Finance Implications for a Global Environment. P. Basu, G. O’Neill, A. Travaglione (ed.) Australian Academic Press, Brisbane. ISBN 9781875378883 (Double blind reviewed).

 

2.    Heffernan, T. W. 2003, Early International Relationship Development: Is Culture Important? in Research into contemporary issues in marketing, A. Buttery (ed.) The Chartered Institute of Marketing, Sydney. ISBN 0-646-42624-9.  (Double blind reviewed).

 

3.    Heffernan, T. W. & Foundling, M. 2008, From 0 to 100 in 3.4 years: Shangri-La, Sydney. A Major case study in Fletcher and Brown International marketing: An Asia-Pacific Perspective, 4^th ed. Person Education, Australia, Sydney, 219-227. ISBN 9780733992377.

 

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Refereed Conference Publications:

 

1.   Angell, J., Megicks, P., Memery, J. & Heffernan, T.W. 2009, Discovering the Older Shopper: Understanding Behaviour and Identifying Differences. Presented in the refereed paper section for the BAM Conference. 15-17 September, Brighton Centre, Brighton.
2. Feng, W., Heffernan, T.W., Yan, F., Angell, R. & Fu, Z. 2009, An investigation of market perceived employability of business students in China’s service industry. Included in the proceedings of the 3rd China Goes Global Conference, Harvard University. September 30 - October 2, Cambridge, USA.  
3.  Jobling, E., Walker, G. and Heffernan, T. 2008, Service quality attributes SME’s desire in their choice and retention of a bank: An Australian perspective. Presented in the refereed paper section for the 9^th International Business Research Conference. 24-26 November, Melbourne, Australia.
4.  Heffernan, T. W. & Droulers, M. 2007, When great service leads to great customers: The case of Shangri-La hotel Sydney. Accepted as a refereed paper and included in the proceedings for the Relationship Marketing Summit: 13-15 December, Buenos Aires, Argentina.
5. Droulers, M. & Heffernan, T. W. 2007, Cultural transformation at Shangri-La, Sydney. Presented in the refereed paper section for the Australian and New Zealand Management Conference. 4-7 December, Sydney, Australia.
6. Connolly , E. & Heffernan, T. W. 2007, Relationship building in service encounters: The identification of social exchange components that lead to repeat intention in the Australian public hotel industry. Presented in the refereed paper section for the Australian and New Zealand Management Conference. 4-7 December, Sydney, Australia.
7. Heffernan, T. W., Sicilia, M. & Pérez, R. 2007, Marketing EU Cities on the Internet: A content analysis.  Accepted as a refereed paper and presented at the 36^th  EMAC Conference. May 22-25, 2007. Reykjavik, Iceland.
8.  Heffernan, T. W., Morrison, M., & Sweeney, A. 2006, Learning Styles and Transnational Education: The Chinese-Australian Question. A refereed paper at the Australian and New Zealand Marketing Academy Conference. 4-6 December, Brisbane, Queensland, Australia.
9. Bühler, A. & Heffernan, T. W. 2006, The impact of trust and commitment on the success of professional soccer sponsorship Accepted as a referred paper and presented at the ICCB Conference. September 21-22, 2006. Blue Mountains, Australia.
10. Williams J. & Heffernan, T. W. 2006, Links between the Linguistic Ability and International Experience of Exporting Managers and Companies’ Export Marketing Intelligence: The impact of trust and commitment. Accepted as a referred paper and at the ICCB Conference. September 21-22, 2006. Blue Mountains, Australia.
11. Bühler, A., Heffernan, T. W. & Hewson, P. 2006, The impact of trust and commitment on satisfaction in the professional soccer club – sponsor relationship Accepted as a referred paper and presented at the 35^th  EMAC Conference. May 23-26, 2006. Athens, Greece.
12. Heffernan, T. W., O'Neill, G., Travaglione, T. & Morrison, M. 2005, Relationship Marketing, Emotional Intelligence and Performance. Presented in the refereed paper section for the Australian and New Zealand Marketing Academy Conference. 5-7 December, Fremantle, Australia.
13. Hawke, A. & Heffernan, T. W. 2005, The Outcomes of Interpersonal Liking in Lender-Customer Relationships in the Australian Banking Sector. Presented in the refereed paper section for the Australian and New Zealand Marketing Academy Conference. 5-7 December, Fremantle, Australia.
14. Hawke, A. & Heffernan T. W. 2005, Developing Interpersonal Liking in Lender-Customer Relationships in the Australian Banking Sector. Presented in the refereed paper section for the British Academy of Marketing Conference: Incorporating the 5^th American Marketing Association Academy of Marketing Biennial Conference. 5-8 July 2005, Dublin, Ireland.
15. Heffernan, T. W. 2004, Effective Communication between Australian Universities and Overseas Education. Presented in the refereed paper section for the Australian and New Zealand Marketing Academy Conference. 29 November - 1 December, Wellington, New Zealand.
16. Dowell, D. & Heffernan, T. W. 2004, Trust Formation at the Growth Stage of a Business-to-Business Relationship. Presented in the refereed paper section for the Australian and New Zealand Marketing Academy Conference. 29 November - 1 December, Wellington, New Zealand.
17. Dowell, D. & Heffernan, T. W. 2004, Competency Trust in Wholesaler–Retailer Relationships. Presented in the refereed paper section for the Australian and New Zealand Marketing Academy Conference. 29 November - 1 December, Wellington, New Zealand.
18. Morrison, M., Heffernan, T. W., Jarratt, D. & Sweeney, A. 2004, Attributes of an Effective Marketing Academic: Quantitative Insights from an Australian University. Presented in the refereed paper section for the Australian and New Zealand Marketing Academy Conference. 29 November - 1 December, Wellington, New Zealand.
19. Butcher, K. & Heffernan, T.W. 2004, When does a smile and an apology offset a wait for service? Presented in a refereed paper session for the Academy of World Business, Marketing and Management Development Conference, 13-16 July, Gold Coast, Australia.
20. Heffernan, T. W. 2003, The development of trust at the early stages of the relationship lifecycle for cross-cultural business to business relationships. Presented in the refereed paper section for the World Marketing Congress 2003: Marketing across borders and boundaries, June 11-14, Perth, Australia.
21. Heffernan, T. W. 2002, The impact of early interactions on international relationship development between Australian Universities and overseas education providers. Presented in the refereed paper section for the EDU-COM 2002 - Higher Education without Borders: Sustainable Development in Higher Education Conference, November 25–27, Khon Kaen, Thailand.
22. Heffernan, T. W. 2003, Early International Relationship Development: Is Culture Important? Presented in the refereed paper section for the Australian Charted Institute of Marketing Conference 2003: Marketing in the First Decade of the 21^st Century with Special Reference to Asia Pacific and the Antipodes, August 20-22, Sydney, Australia.
23. Heffernan, T. W. 2003, The Development of Commitment at the Initial Stages of International Business to Business Relationships. Presented in the refereed paper section for the Australian and New Zealand Marketing Academy Conference. December 1-3, Adelaide, Australia.
24. Heffernan, T. W., Morrison, M. & Sweeney, A. 2003, Attributes of an Effective Marketing Academic: Qualitative Insights from an Australian University. Presented in the refereed paper section for the Australian and New Zealand Marketing Academy Conference. 1-3 December, Adelaide, Australia.

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Presentations and Working Papers:

 

1.    Heffernan, T. W., Feng, W., Angell, R. and Fang, Y. 2009, Towards a strategy for improving employability in postgraduate business courses in the UK and China. Report for the British Council. 

2.    Heffernan, T. W. 2009, Employability: How do we embed it into our subjects? Selected presenter at the VC’s Teaching and Learning Conference. July 6. Plymouth, United Kingdom.

3.    Heffernan, T. W. 2009, Towards a strategy for improving employability in business courses in the UK and China. Invited speaker at the British Council’s official launch of the Prime Ministers Initiative II. June 18. London, United Kingdom.

4.    Heffernan, T. W. 2009, Communicating Knowledge: Publishing. Invited speaker at the Plymouth Postgraduate Symposium: Building Bridges in Social Science Research. April 15. Plymouth, United Kingdom.

5.    Heffernan, T. W. 2009, Surgery Sessions for Marketing, Enterprise Bites Back. University of Plymouth. April 20. Plymouth, United Kingdom.

6.    Hewitt, E., Heffernan, T. W., Oughtred M. 2009, Case Study: Enhancing Enterprise through Knowledge Transfer Partnerships. Presented at Embedding Enterprise in Higher Education Conference. April 7. Plymouth, United Kingdom.

7.    Heffernan, T. W. 2004, Effective Communication in International Business to Business Relationships. Accepted as a referred paper and presented as a poster at the 33rd EMAC Conference. May 18-21, 2004. Murcia, Spain.

8.    Heffernan, T. W. 2003, The Impact of Culture on Early International Relationship Development. Charles Sturt University, Faculty of Commerce, Working Paper Series: No. 27/03, August, Charles Sturt University, Bathurst. 

9.    Heffernan, T. W. 2003, The Importance of Culture in Initial International B2B Relationship Development. Faculty of Commerce Seminar Series. 2^nd July. Charles Sturt University, Bathurst. 

10. Heffernan, T. W. 2003, The Importance of First Impressions: Building Trust, Commitment and Effective Communication at the Initial Stages of International Tertiary Educational Relationships. Charles Sturt University, Faculty of Commerce, Working Paper Series: No. 13/03, May. Charles Sturt University, Bathurst. 

11. Heffernan, T. W., Morrison, M. & Sweeney, A. 2001, Do Marketing Academics Practise What They Preach? CELT Learning and Teaching EXPO 2001, Bathurst.

12. Morrison, M., Sweeney, A., Heffernan, T.W. & Subasinghe, S. 2001, Marketing to Marketing Students: Do We Practise What We Preach? Faculty of Commerce Seminar Series. June 27. Charles Sturt University, Bathurst. 

13. Morrison, M., Sweeney, A., Heffernan, T. W. & Subasinghe, S. 2001, Marketing to Marketing Students: Do We Practise What We Preach? Charles Sturt University, Faculty of Commerce, Working Paper Series: No. 7/01, October. Charles Sturt University, Bathurst. 

14. Heffernan, T. W. 2001, An investigation of the partner introduction phase in business to business relationships? Presented at the Faculty of Commerce, Research Workshop, June 2. Charles Sturt University, Bathurst.

15. Heffernan, T. W. 1998, Scale Development: A framework for developing scales that are both valid and reliable. Faculty of Commerce Seminar Series. May 27. Charles Sturt University, Bathurst. 

 

Reports & invited lectures

Industry Reports:

1. Heffernan, T. W. & Morrison, M. 2005, A research report examining changing trends in the Bathurst tourist market over the past 20 years.
2. Heffernan, T. W. & Droulers, M. 2006, An analysis for the successful entry of the Shangri-la into the deluxe hotel sector in Sydney.
3. Heffernan, T. W. 2002, Research and development of a client focussed marketing strategy for the Mid Western Area Health: Sexual Health Service.
4. Heffernan, T. W. 1999, Advertising research program: Consumer awareness levels for the Central West Community Centre.