School of Management and Marketing

Lan is a Lecturer in Marketing in the School of Management and Marketing at the Bathurst campus. She has extensive teaching experience from institutions including Macquarie University, the University of Technology Sydney, and the University of Sydney. Prior to becoming an academic, Lan held senior marketing roles in the appliance and professional services sectors spanning over 15 years. Lan is also experienced in small business, having established her own private consulting business specialising in marketing strategy and communication. Lan's research interests are focused in the area of services marketing including service quality and satisfaction, the economic and social outcomes of service consumption, relationship development, and co-production in high involvement services. A second research focus is entrepreneurship within the context of small and medium sized enterprises. 

Teaching Responsibilities

• MKT519 Marketing for Small Business
• MGT529 Small Business Strategic Plan

Administrative Responsibilities

Course Director for the Graduate Certificate in Small Business Management

Research Focus

• Service quality and satisfaction
• Customer engagement 
• Health care marketing
• Entrepreneurship and innovation
• Small business performance 

Research Project Supervision

• Service quality and satisfaction
• Entrepreneurship and innovation in small business
• Small business performance
• Service marketing

Current Research Students

• Matthias Graf, DBA, Charles Sturt University
  'Understanding the strategy tools used by Australian financial institutions'.

Grants and Awards

2012 Faculty of Business Research Compact Scheme, Charles Sturt University (with J. Bowden, V. Yanamandram, and L. White) $11,300.

Professional Activities

Memberships

• Australian Professional Services Marketing Association (APSMA)
• Australian Marketing Institute (AMI)

Journal Reviewing

• Australasian Marketing Journal
• European Journal of Marketing

Conference Reviewing

• Australian New Zealand Marketing Academy

Book Reviewing

• Bentham e-books
• Oxford University Press Australia/New Zealand

Selected Publications

Refereed Journal Articles

• Snell, L. and White, L. (2011). A socio-cognitive approach to service quality and adherence amongst elderly patients: A pilot study. Health Marketing Quarterly, 28(2), 99-115.
• Snell, L. and 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, 32(3), 228-246.
• Snell, L. and White, L. (2009). An exploratory study of the application of internal marketing in professional service organisations. Services Marketing Quarterly, 30(3), 195-211.
• Snell, L. and White, L. (2011). A socio-cognitive approach to service quality and adherence amongst elderly patients: A pilot study. Health Marketing Quarterly, 28(2), 99-115.

Refereed Conference Proceedings

• Snell, L. and White, L. "Do as I say: Customer determinants of adherence to a weight loss regime", Australian and New Zealand Marketing Academy Proceedings, Perth, Western Australia, 2011.
• Snell, L. and White, L. "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, Christchurch, New Zealand, 2010.
• Snell, L. and White, L. "A conceptual model of service quality and adherence in a health setting", Australian and New Zealand Marketing Academy Proceedings, Melbourne, December 2009.
• Snell, L., White, L., and Matters, P. "Marketing in professional services: A cross-sectional exploration into the application of internal marketing", Australian and New Zealand Marketing Academy Proceedings, Brisbane, Australia, December 2006.

Working Papers

• Snell, L., White, L. and Dagger, T. "I know what I have to do but ... The effect of socio-cognition and service perceptions on customer adherence in health care", Journal of Service Research.