Resume

EMPLOYMENT HISTORY

Swinburne University of Technology
Professor in the Business School (April 2014 – )
Monash University
Professor of Marketing (July 2002 – November 2013)
Staffordshire University, England
Professor of Marketing of Financial Services (January 1994 – July 2002)
Manchester Business School, England
Lecturer in Marketing of Financial Services (1992 – 1994)
The Co-operative Group, England
Marketing Group Head, Co-op Brand Food products
The Co-operative Bank, England
Head of Marketing and Planning

 

RESEARCH INTERESTS

Primary research focus is on the distribution of financial services, be they provided by banks, mutual organisations, insurance companies, retailers or other suppliers. Particular expertise and reputation in developments in payments systems and the relationships between regulators and the ‘players’ in the payments system. Recent research and publications on the adoption of digital technology in banking and on the prospects for new entrants into the Financial Services market. Regularly interviewed and quoted by the media as an ‘expert’ commentator on developments in Financial Services in Australia and elsewhere, including the adoption of payment cards and the attitudes towards new digital technologies in payments at the PoS. Experience as an expert witness in cases involving financial services providers.

 

CURRENT RESEARCH

  • The opportunities and challenges for new entrants into the market for Financial Services
  • The adoption of new digital technologies in banking
  • The unintended consequences of regulatory intervention into the payments market

MONOGRAPHS AND REPORTS

  • Regulatory Interventions and their consequences in the Australian payment card system. Commissioned paper, published by ACFS October 2013
  • Customers’ Perceptions of Fairness in Financial Services in Australia, published by FINSIA, August 2012.
  • Tesco Bank and Virgin Money; Banking without the Banks, published by Searching Finance, July 2011.
  • Banking without the Banks, published by Payments Cards and Mobiles, November 2010.

RECENT ACADEMIC PUBLICATIONS

  • Murray, L., Durkin, M., Worthington, S. and Clark, V. (2014), On the potential for Twitter to add value in retail bank relationships, Journal of Financial Services Marketing, 19(4), pp277-290.
  • Worthington, S. and Devlin, J. (2013), Fairness and financial services in Australia and the United Kingdom, International Journal of Bank Marketing 31(4), pp289-304.
  • Stephenson, D., Worthington, S. and Russell-Bennett, R. (2013), The financial services cultural orientation matrix, Australasian Marketing Journal 21(3), pp1-9.
  • Hartel, C., Russell-Bennett, R and Worthington, S. (2013), Exploring a functional approach to attitudinal brand loyalty, Australasian Marketing Journal 21(3), pp43-51.
  • Palmer, A., Worthington, S. and Dann, S. (2013), Relationship marketing; Exploring the value of loyalty; in Serving Customers; Global Services Marketing Perspectives, Tilde University Press, pp65-85.
  • Worthington, S. and Durkin, M. (2012), Co-Destruction of value in context; cases from Retail Banking, The Marketing Review 12(3), pp291-307.
  • Worthington, S and Welch, P. (2011), Banking without the Banks, International Journal of Bank Marketing 29(2), pp190-201.
  • Worthington, S., Thompson, F. and Stewart, D. (2010), Credit cards in a Chinese cultural context –The young affluent Chinese as early adopters, Journal of Retailing and Consumer Services, 18(6), pp535-541.
  • Worthington, S and Fear, J. (2010), Information is Useful, but Knowledge is Power! Loyalty Programmes and how they can benefit Retailers, European Retail Research, 24(2), pp69-91.

RECENT ACADEMIC/PRACTITIONER CONFERENCE PRESENTATIONS

  • Can we better measure customer advocacy in an increasingly challenging world? – A critique of Net Promotor Score, at the ANZMAC conference, December 2015, UNSW.
  • Regulatory interventions in the Australian Payments System, Australian Consumer Finance Forum, Sydney, August 2014.
  • Fairness and Financial Services in Australia, at the Australian and New Zealand Marketing Academy Conference (ANZMAC), December 2013, Auckland, New Zealand.
  • Drivers of perceptions of fairness in financial services in Australian, Academy of Marketing Science 2013 World Marketing Congress, Melbourne, July 2013.
  • Trust and Provider Type: the Case of Credit Cards, Academy of Marketing Conference, Southampton University, UK, July 2012.
  • Customer Surveillance and the role of Loyalty Programs, Academy of Marketing Conference, Liverpool, UK, July 2011.

RECENT MEDIA EXPOSURE

  • ANZ BlueNotes; ‘Financial Scams’ 31 March 2023; ‘Card Surcharging’ 27 July 2023
  • Channel 7, ‘Payment Cards’ 23 January 2024;
  • ABC24 TV ‘Surcharging’ 15 March 2024;
  • ABC Radio National ‘Merchant Fees for Digital Payments’ 18/6/2024;
  • The Conversation; ‘Cash in Transit’ 27 May 2024
  • The Conversation; ‘Future of cash secured for now as banks and retailers bail out Armaguard’ 24/6/24
  • ABC TV Breakfast News; ‘Armaguard Agreement’ 25/6/24
  • The Conversation; ‘Surcharges are added to most purchases, but what are the rules behind these extra fees?’ 4/9/24