Lan is currently the Director, Education Services for UTS Business School where she is responsible for educational development and the Directorship of the MBA. Her portfolio includes the implementation of strategic educational projects in the areas of blended learning, curatorship of resources and original production, re-accreditation and development and quality assurance of the MBA.
Lan's industry experience spans over 15 years where she is considered a leader in strategic marketing and change mangement within the professional services sector. Lan's academic and teaching experience comes from institutions including Macquarie University, the University of Technology, and the University of Sydney.
Lan holds a Bachelor of Business from UTS, a Master of Educational Leadership from Macquarie University, and a PhD in Services Marketing from the University of Sydney.
Awards and Scholarships
- Best Paper, Services Track, ANZMAC 2013
- Dean's Award for Best Postgraduate Faculty Presentation, University of Sydney, 2008
- Australia-Korea Foundation Undergraduate Scholarship, 1994
- Australasian Marketing Journal
- European Journal of Marketing
- Journal of Service Theory and Practice
- Journal of New Business Ideas and Trends
- 2010, 2013, 2015 Australia and New Zealand Marketing Academy Conference
- Oxford University Press Australia/New Zealand
- Bentham ebooks
- Australian Institute of Company Directors
- Australian New Zealand Marketing Academy
Lan has a strong commitment to research that delivers real impact and benefit for individuals, organisations, and society. This is evidenced from her early interest in services marketing including service quality and satisfaction, the economic and social outcomes of service consumption, and co-creation in high involvement services. Understanding the transformative aspects of service continues to be of interest as reflected in her recent work on how owner-managers achieve growth-quality of work life ambidexterity. Given advances in technology have fundamentally changed the way service is delivered and experienced, Lan is curious about the role of technology-enabled services in improving individual and societal well-being. Lan is also interested in how firms seek service-led growth as well as understanding organisation and employee issues relevant to successful service. Thus issues related to organisational adaptation, the transfer of mind-sets necessary in achieving transformation and identifying the leadership competencies critical for managing services are of interest.
Lan has published in international journals including the European Journal of Marketing, Journal of Service Theory and Practice, Australasian Journal of Marketing, and Service Marketing Quarterly.
21944 Entrepreneurship and Innovation Practice
26800 Global Business Practice
Aliprandi-Costa, B., Sockler, J., Kritharides, L., Morgan, L., Snell, L.-.C., Gullick, J., Brieger, D. & Ranasinghe, I. 2017, 'The contribution of the composite of clinical process indicators as a measure of hospital performance in the management of acute coronary syndromes-insights from the CONCORDANCE registry.', European heart journal. Quality of care & clinical outcomes, vol. 3, no. 1, pp. 37-46.View/Download from: UTS OPUS or Publisher's site
Acute coronary syndrome (ACS) is a costly condition for health service provision yet variation in the delivery of care between hospitals persists. A composite measure of adherence with evidence-based clinical-process indicators (CPIs) could better inform hospital performance reporting and clinical outcomes in the management of ACS.Data on 7444 ACS patients from 39 Australian hospitals were used to derive a hospital-specific composite quality score by calculating mean adherence to 14 evidence-based CPIs. Using the generalized estimating equation to account for clustering of patients within hospitals and the GRACE risk score to adjust for differences in presenting risk, we evaluated associations between the hospital-specific composite quality score, in-hospital major adverse events, in-hospital mortality and mortality and readmission for ACS at 6 months.Hospitals had a mean adherence of 68.3% (SD 21.7) with the composite quality score. There was significant variation between hospital adherence tertile 1 (79%) and tertile 3 (56%), P < 0.0001. With risk adjustment, there was an association between hospitals with a higher composite quality score and reduced in-hospital adverse events (OR: 0.85, CI: 0.71-0.99) and survival at hospital discharge (OR: 0.47; 95% CI: 0.28-0.77). There was trending improvement in survival at 6 months (OR 0.48; CI: 0.20-1.16) and fewer readmissions to hospital for ACS at 6 months (OR 0.79; CI 0.60-1.05).The association between the quality composite score and reduced in-hospital events and survival at hospital discharge supports the utility of reporting CPIs in routine hospital performance reporting on the management of ACS.CONCORDANCE Registry ACTRN12614000887673.
Snell, L., Sok, P. & Danaher, T.S. 2015, 'Achieving growth-quality of work life ambidexterity in small firms', Journal of Service Theory and Practice, vol. 25, no. 5, pp. 529-550.View/Download from: UTS OPUS or Publisher's site
Snell, L., White, L. & Dagger, T. 2014, 'A socio-cognitive approach to customer adherence in health care', European Journal of Marketing, vol. 48, no. 3-4, pp. 496-521.View/Download from: UTS OPUS or Publisher's site
– Adherence is a critical factor for success, for both the health of the customer and the financial outcomes of the firm. Central to the success of adherence behavior is the co-productive role of the customer which is determined by service perceptions as well as individual attributes. Based on social cognition theory, the aim of this paper is to examine the factors that influence past adherence behavior, and whether past adherence behavior predicts future intentions.
– The model was tested using structured equation modeling on a sample of 771 weight-loss customers.
– The authors show how service quality influences role clarity, which leads to increases in self-efficacy. The study also demonstrates the role of emotional intelligence (EI) in increasing efficacious beliefs. Past adherence behavior was found to predict future intentions.
– This study was undertaken with a single service industry, and based on data which was collected at a single point in time. Limitations associated with common method bias inherent in cross-sectional designs, as well as limitations related to the use of self-report measures are acknowledged.
– The findings suggest that interventions to promote health outcomes should target customer skills in service consumption. By providing quality interactions, providers can increase customer role clarity which produces efficacious beliefs. Interventions should also address EI training in customers given its role in influencing self-efficacy.
– The simultaneous examination of traditional service factors and socio-cognitive factors contributes to theory by considering the individual health and organizational outcomes of these factors. The finding of a direct path between past adherence behavior and future intentions provides a unique insight into the prediction and control of behavior in a number of domains.
Snell, L. & White, L. 2011, 'A sociocognitive approach to service quality and adherence amongst elderly patients: a pilot study.', Health marketing quarterly, vol. 28, no. 2, pp. 99-115.View/Download from: UTS OPUS or Publisher's site
This article examines the relationship between patients' perceptions of emotional intelligence (EI), health competence, service quality, and adherence behavior in the Home Medicines Review (HMR) setting. Participants were purposively recruited from different urban and regional areas in Australia and qualitative data were obtained from in-depth interviews with 20 HMR patients. Service quality is conceptualized from a sociocognitive perspective by incorporating psycho-socio factors such as EI and health competence as moderators to overall service quality and adherence. The findings suggest that EI and health competence influence patient perceptions of service quality and nonadherence at multiple levels of abstraction. Implications are that staff training and development programs that incorporate EI could improve service delivery which could increase patient perceptions of service quality and adherence. Designing intervention initiatives aimed at increasing patient awareness and education of their health conditions could also improve service quality perceptions and adherence behavior.
Snell, L. & White, L. 2011, 'An Exploratory Study of the Role of Emotional Intelligence and Self-Efficacy on Service Quality and Adherence in a Weight Loss Setting', Services Marketing Quarterly, vol. 32, no. 3, pp. 228-246.View/Download from: UTS OPUS or Publisher's site
Snell, L.L. & White, L. 2009, 'An exploratory study of the application of internal marketing in professional service organisations', Services Marketing Quarterly, vol. 30, no. 3, pp. 195-211.
Sok, P. & Snell, L. 2016, 'Linking entrepreneurial orientation and small service firm performance through marketing resources and marketing capability: A moderated mediation model', European Marketing Academy, Oslo, Norway.View/Download from: UTS OPUS
Snell, L. & Sok, P. 2015, 'Entrepreneurial Orientation and Performance: A Moderated Mediation Model of Marketing Resources and Marketing Capabilities', Australian and New Zealand Marketing Academy Proceedings, UNSW, Sydney.View/Download from: UTS OPUS
Snell, L., Sok, P. & White, L. 2013, 'Organisational ambidexterity: An examination of mediating factors on the relationship between marketing practices and growth – quality of work life ambidexterity', Australian and New Zealand Marketing Academy Conference, Auckland, New Zealand.View/Download from: UTS OPUS
Snell, L. & White, L. 2011, 'Do as I say: Customer determinants of adherence to a weight loss regime', Australian and New Zealand Marketing Academy Conference, Perth, Western Australia, pp. 1-5.View/Download from: UTS OPUS
Snell, L. & White, L. 2010, 'An exploratory study of the role of emotional intelligence and self-efficacy on service quality and adherence in a weight loss setting', Australian and New Zealand Marketing Academy Proceedings (ANZMAC), Christchurch, New Zealand.View/Download from: UTS OPUS
Snell, L. & White, L. 2009, 'A conceptual model of service quality and adherence in a health setting', Australian and New Zealand Marketing Academy Proceedings, Melbourne, Victoria.View/Download from: UTS OPUS