ORCID Profile
0000-0002-9694-4756
Current Organisation
Murdoch University
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Publisher: Emerald
Date: 09-2005
DOI: 10.1108/13527600510798060
Abstract: This article compares consumer decision‐making styles between Singaporeans and Australians. Utilising Hofstede’s framework, the paper argues that cultural dimensions influence consumer decision making styles. It is essential that managers understand cross‐cultural consumer decision‐making styles to make strategic decisions or effectively handle members of these nationalities. Marked differences were found between the two populations for: brand consciousness, innovativeness and overchoice confusion. The results suggest that some consumer decision‐making styles differ due to consumers’ cultural values. Managerial implications and future research directions are discussed.
Publisher: Springer International Publishing
Date: 2016
Publisher: Emerald
Date: 25-11-2019
Abstract: Actors who participate in co-created service experiences typically assume that they will experience improved well-being. However, a growing body of literature demonstrates that the reverse is also likely to be true, with one or more actors experiencing value co-destruction (VCD), rather than value co-creation, in the service system. Building on the notion of resource misintegration as a trigger of the VCD process, this paper offers a typology of resource misintegration manifestations and to present a dynamic conceptualization of the VCD process. A systematic, iterative VCD literature review was conducted with a priori aims to uncover the manifestations of resource misintegration and illustrate its connection to VCD for an actor or actors. Ten distinct manifestations of resource misintegration are identified that provide evidence or an early warning sign of the potential for negative well-being for one or more actors in the service system. Furthermore, a dynamic framework illustrates how an affected actor uses proactive and reactive coping and support resources to prevent VCD or restore well-being. The study presents a typology of manifestations of resource misintegration that signal or warn of the potential for VCD, thus providing an opportunity to prevent or curtail the VCD process.
Publisher: Elsevier BV
Date: 12-2013
Publisher: Elsevier BV
Date: 10-2015
Publisher: Wiley
Date: 02-03-2015
DOI: 10.1111/JOSH.12244
Abstract: According to commercial marketing theory, a market orientation leads to improved performance. Drawing on the social marketing principles of segmentation and audience research, the current study seeks to identify segments to examine responses to a school-based alcohol social marketing program. A s le of 371 year 10 students (aged: 14-16 years 51.4% boys) participated in a prospective (pre-post) multisite alcohol social marketing program. Game On: Know Alcohol (GO:KA) program included 6, student-centered, and interactive lessons to teach adolescents about alcohol and strategies to abstain or moderate drinking. A repeated measures design was used. Baseline demographics, drinking attitudes, drinking intentions, and alcohol knowledge were cluster analyzed to identify segments. Change on key program outcome measures and satisfaction with program components were assessed by segment. Three segments were identified (1) Skeptics, (2) Risky Males, (3) Good Females. Segments 2 and 3 showed greatest change in drinking attitudes and intentions. Good Females reported highest satisfaction with all program components and Skeptics lowest program satisfaction with all program components. Three segments, each differing on psychographic and demographic variables, exhibited different change patterns following participation in GO:KA. Post hoc analysis identified that satisfaction with program components differed by segment offering opportunities for further research.
Publisher: Informa UK Limited
Date: 27-11-2022
DOI: 10.1080/10410236.2022.2149132
Abstract: Lack of knowledge from parents concerning the appropriate use of antimicrobials leads to poor treatment choices and mismanagement of antimicrobials for their children. Social marketing (SM) strategies have the potential to help parents access useful information on the appropriate use of antimicrobials. Still, its application in interventions targeting antimicrobial/antibiotic resistance awareness is minimal. This study explores the use of SM in antimicrobial/antibiotic awareness c aigns (AACs) to identify opportunities for SM approaches in developing future communication interventions targeting parents and children. We conduct a systematic review of interventions targeting parents and children between 2000 and 2022. Articles meeting the selection criteria were assessed against social marketing benchmark criteria (SMBC). We identified 6978 original records, 16 of which were included in the final review. None of the articles explicitly identified SM as part of their interventions. Twelve interventions (75%) included 1 to 4 (out of 8) benchmark criteria, while four (25%) had 5-8 benchmarks in their interventions. Of the interventions with less than four benchmark criteria, six studies (50%) reported a positive effect direction outcome, and six studies (50%) reported negative/no change direction on the outcome of interests. Meanwhile, all interventions with five or more SMBC resulted in a positive effect direction in their outcomes. In this review, the use of SM has shown promising results, indicating opportunities for future antimicrobial resistance (AMR) interventions that incorporate social marketing benchmark criteria to improve intervention outcomes.
Publisher: Emerald
Date: 25-04-2023
Abstract: Digital transformation (DT) has had a profound impact on how services are delivered, but its effects on service frontline employees in crisis have yet to be examined. Using conservation of resources theory, the purpose of this study is to empirically test the overall effects of DT within service organisations on service employees’ beliefs with respect to crisis preparedness, life satisfaction and customer orientation. It also examines the moderating effects of crisis-related anxiety and job experience on these relationships. This study’s hypotheses were tested quantitatively with an online survey of N = 592 frontline service employees working in hospitality and retail services organisation during the crisis of the COVID-19 pandemic. Structural equation modelling was used to analyse the data. A post-hoc study of customer-facing supervisors ( N = 268) was conducted to validate the study findings and establish generalisability. DT predicts service employees’ beliefs regarding crisis preparedness. In turn, crisis preparedness increases life satisfaction and customer orientation. Moreover, crisis-related anxiety negatively moderates the relationship between DT and crisis preparedness. Post hoc analyses validate the results derived from service employees’ data. Surprisingly, there is no significant relationship between crisis preparedness and life satisfaction for supervisors/managers with low job experience. This study makes an empirical contribution to the service management literature by examining the impact of DT on service employees’ beliefs with respect to crisis preparedness that subsequently influences their life satisfaction and ability to remain customer oriented during a crisis. It highlights an important intersection between technology and service work in terms of a transformative impact of DT on service employee outcomes during crises.
Publisher: Emerald
Date: 13-10-2017
DOI: 10.1108/JSTP-12-2015-0257
Abstract: The purpose of this paper is to understand the beginning of value co-creation by uncovering the roles, efforts, and desired outcomes of employees and how they affect employees’ responses to their firm’s co-creation initiatives. This study applies a single case study to explore micro-level processes at the beginning of value co-creation informed by a case about how a Taiwanese firm moved from a conventional to a co-creative business model. The case study findings affirm nine subthemes that underlie three key themes: co-creation dynamics, efforts, and betterment. The authors provide a value co-creation framework that is informed by nine subthemes derived from interview data. Current literature on understanding value co-creation processes focuses on formalized co-creation processes which produce erse and contextually dependent findings. The authors contribute to current value co-creation literature by offering convergent insights into the interplay of dynamics, efforts, and betterment experienced by employees transitioning to a value co-creation process. The authors offer a diagnostic value co-creation checklist and propose three benefits of using the checklist, which can help managers mitigate the uncertainty that arises during the transition from a conventional to a co-creation firm. The study responds to calls for research to investigate where and when the co-creation of value emerges, value co-creation behavior from employees’ point of view, and employees’ roles in the co-creation of value.
Publisher: Elsevier BV
Date: 12-2022
Abstract: This study aimed to determine local factors that promote or prevent parents' responsible use of antibiotics for their children in Perth, Western Australia. The Health Belief Model was used to guide this study. Four focus group discussions were conducted, with 26 participants. Participants were recruited purposively through a parent group organisation. The Framework Method was utilised to analyse the data. Participants agreed that antimicrobial resistance (AMR) is a serious health problem. However, participants admitted that they lacked awareness of AMR, inhibiting their ability to assess the risks of developing AMR infections among their children. Participants knew the indications and risks of antibiotic use but still viewed antibiotics as a time-saving solution that minimised disruption to their routine. Participants' previous experiences in managing their children's illness increased their confidence and linked their positive and negative experiences with their general practitioners in their judicious use of antibiotics. While parents demonstrated awareness of the indications of antibiotics, they continue to lack AMR awareness and overvalue antibiotics. The findings highlight that incorporating parent empowerment and participation in decision-making regarding antibiotics use, and maintaining a positive relationship with healthcare providers, were important strategies to encourage the appropriate use of antibiotics.
Publisher: Emerald
Date: 23-08-2013
Abstract: This paper outlines a pilot study that was undertaken in Australia in 2011 that combined social marketing with education. An intervention targeting 14‐16 year olds to influence attitudes and behavioural intentions towards moderate drinking was developed and tested. Game On:Know alcohol (GO:KA) is a six‐module intervention that is delivered to a year level cohort in an auditorium. GO:KA combines a series of online and offline experiential activities to engage (with) students. Following social marketing benchmark criteria, formative research and competitive analysis were undertaken to create, implement and evaluate an intervention. The intervention was delivered in one all boys’ and one all girls’ school in April and June 2011, respectively. A total of 223 Year 10 students participated in GO:KA with the majority completing both pre‐ and post‐surveys. Paired s les t ‐tests and descriptive analysis were used to assess attitudinal and behavioural intention change. Attitudinal change was observed in both schools while behavioural intentions changed for girls and not boys according to paired s les t ‐testing. Post hoc testing indicated gender differences. The lack of a control group is a key limitation of the current research that can be overcome in the 20 school main study to be conducted in 2013‐2015. The current study provides evidence to suggest that a combined social marketing and education intervention can change teenage attitudes towards moderate drinking whilst only changing behavioural intentions for female teenagers. Analysis of the intervention provides insight into gender differences and highlights the need for a segmented approach.
Publisher: Public Library of Science (PLoS)
Date: 18-05-2023
DOI: 10.1371/JOURNAL.PONE.0285396
Abstract: Antimicrobial resistance (AMR) is one of the key public health concerns the world is facing today. The effect of antibiotic awareness c aigns (AACs) on consumer behaviour has been documented in the literature with mixed results. Understanding the mechanism for how AACs affect target populations is vital in designing effective and tailored c aigns. Using structural equation modelling our study examined the relationships among people’s exposure to antibiotic awareness c aigns, knowledge of AMR prevention, AMR risk perception, and intention to seek antibiotic treatment. This study also tested the moderating effect of anxiety and societal responsibility on preventing AMR, and on their intention to demand antibiotic treatment mediated by knowledge of AMR prevention and risk-perception. Primary data was generated using an online survey of 250 Western Australian parents. We tested our hypotheses using reliability and validity tests and structural equation modelling. Our results show that exposure to AACs alone may not be enough to change parental intention to demand antibiotic prescription for their children. Parental risk perception of AMR and parental anxiety affect intention to demand antibiotics, and the view that AMR is a social responsibility has a moderating effect on intention to demand antibiotics. These factors could be considered and combine messaging strategies in designing future antibiotic awareness c aigns.
Publisher: Emerald
Date: 02-12-2019
DOI: 10.1108/JOSM-01-2019-0036
Abstract: The purpose of this paper is to develop a concept of service system well-being by presenting its collective conceptualisation and ten key domains. Service system well-being domains were established using multi-level theory and a qualitative case study research design. To validate the domains initially developed from the literature, 19 in-depth interviews were conducted across two case studies that represented the service systems of a hospital and a multi-store retail franchise chain. A multi-stakeholder approach was used to explore the actor’s perspectives about service system well-being. Key domains of service system well-being were identified using deductive categorisation analysis. The findings found evidence of ten key domains of well-being, namely strategic, governance, leadership, resource, community, social, collaborative, cultural, existential and transformational, among service system stakeholders. Service system well-being is a collective concept comprising ten domains that emerged at different levels of the service system. The propositions outlined the classification of and interlinkages between the domains. This exploratory study was conducted in a limited service context and focussed on ten key domains. Service managers in commercial and social organisations are able to apply the notion of service system well-being to identify gaps and nurture well-being deficiencies within different domains of service-system well-being. Based on multi-level theory, the study is the first to conceptualise and explore the concept of service system well-being across multiple actors.
Publisher: Informa UK Limited
Date: 07-2012
Publisher: Emerald
Date: 13-11-2017
DOI: 10.1108/APJML-11-2016-0218
Abstract: Various studies showed that unethical behaviours committed by consumers occur more frequently than may be expected. People have stolen from a shop at some time in their life and remained silent, people walk out of a grocery store have stolen something from the store and employees have stolen from their workplace. Why seemingly good people do bad things and vice versa? What factors contribute to this discrepancy? Hence, the purpose of this paper is threefold: first, to examine the impact of ethical ideology on self-control and guilt proneness second, to examine the roles of self-control and guilt proneness in consumer ethical decision making and finally, to explore the mediating effects of self-control and guilt proneness on the relationship between consumer ideology and ethical decision making. The authors collected a non-probability s le using a cross-sectional online survey of adult consumers across Australia wide. The s ling frame was from a pre-recruited online panel company Permissioncorp. Consumers were introduced to the study in relation to their beliefs in general consumer ethics behaviours. The response rate for the survey invite was 17.9 per cent, with a final s le size of 311 consumers out of 3,246 that were invited to participate based on the these screening criteria, i.e. their country of birth (Australia only), gender, age group, and state in which they reside to ensure representation across these groups. The results showed that idealism was a positive determinant of guilt proneness and self-control, whereas relativistic in iduals were less prone to guilt and less able to control their behaviour. In addition, there was a significant negative correlation between self-control and unethical consumer behaviour. Finally, both self-control and guilt proneness had an indirect mediating effect on the relationship between ethical ideology and consumer behaviour. This is one of the first studies to explore the interactions between ethical ideology, self-control, guilt proneness, and consumer ethics.
Publisher: Elsevier BV
Date: 06-2014
Publisher: Emerald
Date: 22-04-2022
DOI: 10.1108/JOSM-06-2021-0224
Abstract: Recent marketing research provides conceptual models to investigate the well-being of collectives, but service system well-being (SSW) remains untested empirically. This research conceptualises and develops a measure for SSW at the micro, meso and macro levels. Using a series of studies, a multidimensional SSW scale is developed and validated to ensure its generalisability. After the development of preliminary items, Study 1 ( N = 435 of service employees) was used to purify items using factor analyses. Study 2 ( N = 592 of service employees) used structural equation modelling (SEM) with AMOS and SmartPLS to test the scale's dimensionality, reliability and validity. The results confirm the validity and reliability of the nine dimensions of SSW. The measure was validated as a third-order micro-, meso- and macro-level construct. The dimensions of existential and transformative well-being contribute to micro-level well-being. The dimensions of social, community and collaborative well-being contribute to meso-level well-being. Government, leadership, strategic and resource well-being drive macro-level well-being. In addition, a nomological network was specified to assess the impact of SSW on service actor life satisfaction and customer orientation. The study contributes to services literature by theorising SSW as a hierarchical structure and empirically validating the dimensions and micro-meso-macro levels that contribute to SSW. The SSW scale is a useful diagnostic tool for assessing levels of well-being across different systems and providing insights that can help develop interventions to improve the well-being of collectives. The research is the first study to theorise the micro, meso and macro levels of service system well-being and operationally validate the SSW construct.
Publisher: Elsevier BV
Date: 2018
Publisher: Emerald
Date: 19-12-2023
Abstract: Informed by the broaden-and-build theory of emotions, this study aims to investigate the relationships between consumers’ motives and personal and social outcomes in access-based services (ABS). Further, drawing on territorial behaviour literature, the second goal of this research is to test the moderating effects of psychological ownership on the relationships between personal outcomes and consumer territorial behaviour. This research comprises a quantitative online survey complemented by a qualitative interview study. The quantitative study employed an online consumer panel survey of 317 s les. Later, the qualitative study sought additional insights into the economic benefit motives and manifestation of territorial behaviour of bicycle-sharing users to enrich the results of quantitative study. The quantitative data were analysed using structural equation modelling, and the interviews were transcribed and analysed using an inductive and deductive thematic analysis. The results indicated that specific motives significantly affected certain personal outcomes. Namely, economic benefit, enjoyment and reputation motives drove life satisfaction, while enjoyment, sustainability and social relationships promoted feelings of gratitude. Furthermore, life satisfaction positively affected consumer cooperation, helping other consumers and territorial behaviour. In contrast, feelings of gratitude had a positive relationship with cooperation and helping other consumers, but a negative one with territorial behaviour. Additional examination revealed that consumers’ psychological ownership of the shared bicycle in an ABS model moderated the effect of gratitude on consumer territorial behaviour. This study offers and tests a model on ABS in the context of bicycle-sharing services. Thus, it presents avenues to test the model on other ABS, e.g. clothing or home sharing. Managers in ABS can foster positive emotional states of gratitude and life satisfaction that will inevitably promote consumer cooperation and helping behaviour. This study is among the first to propose and examine a model that tests the relationships between consumers’ motives and personal and social outcomes in ABS.
Publisher: Emerald
Date: 15-08-2019
DOI: 10.1108/JOSM-03-2018-0077
Abstract: Consumers’ self-interests and personal goals in attaining collective goals are rarely considered in firm-hosted virtual communities (FHVCs). Based on working consumers paradigm and agency theory, the purpose of this paper is to investigate the joint impact of consumers’ psychological states of empowerment, engagement and entitlement on value cocreation behaviors in FHVCs. US consumer panel data were used to test the proposed model on customers ( n =338) participating in a FHVC. The results show significant effects of the psychological states of empowerment, engagement and entitlement on value cocreation. Of these three states, psychological empowerment had the strongest effect. The predictive strength of entitlement for value cocreation is weaker for in iduals with high knowledge of the community (KC). Practitioner interviews conducted with FHVC managers establish the states and set forth an emerging research agenda. This study extends the cocreation literature to establish the holistic importance of psychological states as key antecedents of value cocreation for working consumers. It acknowledges agency motives and establishes KC as a moderating condition. The explication of consumers’ psychological states has implications for the benchmarking and design of consumer portfolios. This study advances the literature on cocreation by collectively examining three psychological states of consumers through the lens of working consumers paradigm and agency theory. It also establishes KC as an important boundary resource condition.
Publisher: Elsevier BV
Date: 10-0003
DOI: 10.1016/J.ADDBEH.2015.05.010
Abstract: This study seeks to establish whether meaningful subgroups exist within a 14-16 year old adolescent population and if these segments respond differently to the Game On: Know Alcohol (GOKA) intervention, a school-based alcohol social marketing program. This study is part of a larger cluster randomized controlled evaluation of the GOKA program implemented in 14 schools in 2013/2014. TwoStep cluster analysis was conducted to segment 2,114 high school adolescents (14-16 years old) on the basis of 22 demographic, behavioral, and psychographic variables. Program effects on knowledge, attitudes, behavioral intentions, social norms, alcohol expectancies, and drinking refusal self-efficacy of identified segments were subsequently examined. Three segments were identified: (1) Abstainers, (2) Bingers, and (3) Moderate Drinkers. Program effects varied significantly across segments. The strongest positive change effects post-participation were observed for Bingers, while mixed effects were evident for Moderate Drinkers and Abstainers. These findings provide preliminary empirical evidence supporting the application of social marketing segmentation in alcohol education programs. Development of targeted programs that meet the unique needs of each of the three identified segments will extend the social marketing footprint in alcohol education.
Publisher: Wiley
Date: 12-04-2016
DOI: 10.1111/IJCS.12183
Publisher: Springer International Publishing
Date: 2018
Publisher: Emerald
Date: 23-08-2021
Abstract: Applying social exchange theory as the theoretical basis, this paper aims to examine the impacts of two forms of digital social interaction on social well-being and helping behavior of customers: moderator–customer interaction quality and customer–customer social support. Furthermore, this paper investigates customer exchange ideology as a moderator of these impacts. This paper adopted a purposive s ling method for survey materials sent to customers of firm-hosted virtual communities (FHVCs) using a consumer panel service company. The self-administered survey was developed from existing scales, and 265 usable responses were obtained. Both forms of digital social interaction within FHVCs positively impact social well-being, which in turn positively influences helping behavior in the community. Social well-being is decomposed into social integration and social contribution, and each partially mediates the impact of customer–customer social support and moderator–customer interaction quality on helping behavior. This finding provides greater explanatory power for the role that digital social interactions have in predicting customer helping behavior in an FHVC. In addition, an exchange ideology positively moderates the impact of customer–customer social support on helping behavior via social integration. This paper demonstrates that resource exchange dynamics occur digitally within FHVCs, which then affect social well-being and helping behaviors in customers. From a practical point of view, this study indicates the potential that digital interactions have in generating social and economic value through helping behaviors.
Publisher: Emerald
Date: 05-10-2017
DOI: 10.1108/JSOCM-03-2017-0022
Abstract: This paper seeks to draw from services marketing theory as an alternative and under-used pathway to social and behaviour change for the achievement of societal well-being. Social marketing services are an important part of social change programmes as they contribute towards service users’ health, well-being, and the fulfilment of social marketing goals. However, value destruction can occur in users’ service experiences, leading to a decline rather than improvement of their well-being. The purpose of this paper is to understand the nature of the value destruction process and identify the outcomes in social marketing services from a consumer’s perspective. A qualitative exploratory study using a focus group ( n = 4) and in idual depth interview ( n = 4) methods was undertaken. The discussions were guided by a semi-structured interview guide and were audio recorded and transcribed verbatim. Thematic analysis of the data revealed two value destruction processes: incongruent resource application and misuse of firm resources. The value destruction processes suggest three types of outcomes: reduced usage of the service, termination of service and strategic behavioural actions. This study is the first to examine value destruction processes and outcomes in social marketing services from a consumer’s perspective. This study contributes towards the small but growing body of research on value destruction in both commercial and social marketing by challenging the assumption that value creation is always positively valenced and responding to critique that there is currently insufficient focus on value destruction in service research and its impact on well-being.
Publisher: Informa UK Limited
Date: 2013
Publisher: Informa UK Limited
Date: 02-04-2016
No related grants have been discovered for Wei Wei Cheryl Leo.