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
Modelling the Internet as a Geographical System. This project aims to model Internet transactions as a time-dependent random walk relative to the 24-hour rotation of the Earth. The dynamics of global distance-time interactions will be tested from Internet experiments and data bases. Case studies of retail transactions of connected households in Sydney and Brisbane will explore its socio-economic underpinnings. The project is significant in that it specifically defines the character of global In ....Modelling the Internet as a Geographical System. This project aims to model Internet transactions as a time-dependent random walk relative to the 24-hour rotation of the Earth. The dynamics of global distance-time interactions will be tested from Internet experiments and data bases. Case studies of retail transactions of connected households in Sydney and Brisbane will explore its socio-economic underpinnings. The project is significant in that it specifically defines the character of global Internet flows with a possibility of commercial advantage to Australia in understanding how the geography of time zones affects its dynamics.Read 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
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
Changing the way that Australians enter the workforce: part-time working careers of young full-time school and tertiary students. As student-working is now the way in which most Australians enter the workforce it is essential to have a greater understanding of the phenomenon and assimilate it into the way that we think about jobs, careers and training. New careers theory of international significance will be developed from the findings. Moreover, as most student jobs are in the service sector, s ....Changing the way that Australians enter the workforce: part-time working careers of young full-time school and tertiary students. As student-working is now the way in which most Australians enter the workforce it is essential to have a greater understanding of the phenomenon and assimilate it into the way that we think about jobs, careers and training. New careers theory of international significance will be developed from the findings. Moreover, as most student jobs are in the service sector, student working has the potential to facilitate Australia's move to a more diverse economy and to develop a wider range of work-related skills. The project thus cuts across disciplinary boundaries to assist in strengthening Australia's social and economic fabric. Read moreRead less