Karen Kueh
Lecturer

Qualifications

Master of Business Administration (Distinction), Herriot-Watt University, Edinburgh, Scotland
Bachelor of Accounting (Honours), University of Malaya, Kuala Lumpur

Work Experience

Karen has been teaching marketing and management in the higher education sector for over 9 years. She also has previous industrial experience in a local financial institution as well as an international management consultancy firm. Karen has written and presented research papers in several conferences such as the Southeast Asian Association for Institutional Research (SEAAIR) Conference in 2004 and 2005, Asia-Pacific Marketing Conference (APMC) 2005, Borneo Research Council (BRC) Conference 2006 and International Borneo Business Conference (IBBC) 2006. She has co-authored a case study in a textbook on services marketing and published in international journals such as the Australasian Marketing Journal and Managing Service Quality.

Research & Scholarship Interests

Service quality, service encounters, cultural values and website quality

Journal papers Kueh, K.M.K. & Voon, B.H. (2007). Culture and service quality expectations: Evidence from Generation Y consumers in Malaysia. Managing Service Quality, Vol.17 Issue 6, 656-680. Kueh, K.M.-K. (2006). Service satisfiers and dissatisfiers among Malaysian consumers, Australasian Marketing Journal 14(1), ISSN 1441-3582, Australian and New Zealand Marketing Academy, pp. 79-92.

Conference papers Kueh, K.M.-K. (2006, December). A Study of Satisfiers and Dissatisfiers in Service Encounters. Proceedings of the 2nd International Borneo Business Conference (IBBC 2006), Kuching, Malaysia, pp. 26-31. Voon, B.H., Kueh, K.M.-K., Unggah, L. & Chali, R. (2006, July). Understanding Foodservice Quality in Kuching. Proceedings of the 8th Conference of the Borneo Research Council (BRC 2006)(in CDROM), Kuching, Malaysia. Voon, B.H. & Kueh, K.M.-K. (2005, November). Exploring for a Customer-Perceived Market Orientation in Higher Education. Proceedings of the Asia Pacific Marketing Conference, UNIMAS, Kuching, Malaysia, pp.365-371. Voon, B.H. & Kueh, K.M.-K. (2005, September). Voices of Students: A Customer-focused Approach to Continuous Service Quality Advancement in Higher Education. Proceedings of the South East Asian Association for Institutional Research (SEAAIR 2005), Bali, Indonesia, ISBN 979-25-0220-3, Widytama Indonesia University, pp.195-200. Voon, B.-H. & Kueh, K.M.-K. (2004, September). Critical Service Requirements for a Market-Oriented University: A Malaysian Case. Proceedings of the 4th Southeast Asian Association for Institutional Research (SEAAIR 2004) Conference/Forum, Wenzhou, China, pp. 283-296.

Book chapters Voon, B.H. & Kueh, K. (2007). Critical service requirements for a market-oriented university: A Malaysian case in "The Institutional Researchers' Perspectives on the Entrepreneurial University of the 21st Century: Some insights from the Asia Pacific Region". Eds. Z.W. Abas, N.Idrus & R.Sharma, Southeast Asian Association for Institutional Research (SEAAIR), Assumption University, Bangkok, 9-28. Kueh, K.M.K. (2006). Case study: Air Asia in "Services Marketing: An Asia-Pacific and Australian perspective (4th edition)". Eds. C. Lovelock, P. Patterson, R. Walker, Pearson Education, Australia, accepted for publication.