Developing and testing a best practice model of enterprise bargaining in the retail sector. Recently, the Australian labour market has seen a decrease in the manufacturing sector and an increase in the retail sector. The SDA with over 230,000 members is the largest trade and industrial union in Australia. It negotiates EB Agreements on behalf of employees. This research will assess improved job satisfaction and job conditions - a key EB goal, which will have tangible benefits in reducing turnove ....Developing and testing a best practice model of enterprise bargaining in the retail sector. Recently, the Australian labour market has seen a decrease in the manufacturing sector and an increase in the retail sector. The SDA with over 230,000 members is the largest trade and industrial union in Australia. It negotiates EB Agreements on behalf of employees. This research will assess improved job satisfaction and job conditions - a key EB goal, which will have tangible benefits in reducing turnover of retail sector employees, recognised as a major problem for employers. This research will enhance effectiveness for unions and employers in the implementation of agreements commensurate with the needs of employees, the findings of which will have broad applicability across Australian industryRead moreRead less
Customer Rage Spectrum Emotions in Service Failure Encounters: Linking Experience, Expression, Behaviour and Organisational Responses. Customer rage has recently received considerable attention in the press. Yet, organisations are ill-equipped to deal with this disturbing phenomenon. This ground-breaking research will help business and government service organisations better understand and respond to customer rage in order to avoid economic, social and emotional losses, and minimise damage to pr ....Customer Rage Spectrum Emotions in Service Failure Encounters: Linking Experience, Expression, Behaviour and Organisational Responses. Customer rage has recently received considerable attention in the press. Yet, organisations are ill-equipped to deal with this disturbing phenomenon. This ground-breaking research will help business and government service organisations better understand and respond to customer rage in order to avoid economic, social and emotional losses, and minimise damage to property and persons. Such practices should result in stress reduction among consumers and front-line employees, thereby lowering society's healthcare costs and improving citizens' overall quality of life. Since the research examines how customer rage varies across East-West cultures, the results will also have significant international impact. Read moreRead less