The Impact of Customer-Focused Business Strategies on Organisational Performance in a Professional Service Context. The study poses important new questions about the impact well-established customer marketing approaches, such as value, have, within a professional service environment. It is unclear whether organisations focus on such concepts when developing strategy and, if so, how they use them when formulating strategy and this will be investigated. A second question, which is of academic and ....The Impact of Customer-Focused Business Strategies on Organisational Performance in a Professional Service Context. The study poses important new questions about the impact well-established customer marketing approaches, such as value, have, within a professional service environment. It is unclear whether organisations focus on such concepts when developing strategy and, if so, how they use them when formulating strategy and this will be investigated. A second question, which is of academic and practical importance, is the impact such strategies have on organisational performance, and this will also be examined. Understanding the link between strategy and organisational performance is vital as managers have difficulty assessing the relevance of their marketing activities.Read moreRead less
Strategic Service Innovation: The Role of Heterogeneity in Substantive and Dynamic Capabilities. This project will provide Australian companies with the tools to conduct a services capabilities audit. This tool will allow them to identify substantive and dynamic service capabilities that they must strengthen or acquire, in order to remain competitive in domestic and global markets, where consumers increasingly differentiate between organisations by value-adding services that they offer. Austral ....Strategic Service Innovation: The Role of Heterogeneity in Substantive and Dynamic Capabilities. This project will provide Australian companies with the tools to conduct a services capabilities audit. This tool will allow them to identify substantive and dynamic service capabilities that they must strengthen or acquire, in order to remain competitive in domestic and global markets, where consumers increasingly differentiate between organisations by value-adding services that they offer. Australia imports over $40Bn worth of services each year. This project has the potential to increase the domestic and international competitiveness of Australian manufacturers and service industries and contribute to the economy by reducing dependence on service imports, and assuring ongoing employment for Australian workers. Read moreRead less