International franchising success factors: A guide for Australian franchise systems. Australia is considered the most 'franchised' nation in the world. With 850 franchisors, it has over three times the number of systems per capita than the United States. However, Australian franchises are small due to the country's limited population, with 60% of systems holding fewer than 30 units. One third of Australian franchisors now operates internationally, however little is known about how they plan an ....International franchising success factors: A guide for Australian franchise systems. Australia is considered the most 'franchised' nation in the world. With 850 franchisors, it has over three times the number of systems per capita than the United States. However, Australian franchises are small due to the country's limited population, with 60% of systems holding fewer than 30 units. One third of Australian franchisors now operates internationally, however little is known about how they plan and implement their expansion strategies. It appears that franchisors are reacting to approaches made by overseas investors rather than proactively developing international expansion strategies. This research will examine the practices of successful exporters to develop a model of best practice for future activity in the sector.Read moreRead less
Building Better Brands: A Study of Australian Organizations and Consumers. The study is the first to be undertaken in the world to develop a knowledge management system of brand development and management. It focuses on understanding how branding strategies increase the competitiveness of Australian industry. The study also explores linkages of branding strategy to consumer perceptions of brand value. The model is firmly placed in a global market context, contrasting domestic, exported and im ....Building Better Brands: A Study of Australian Organizations and Consumers. The study is the first to be undertaken in the world to develop a knowledge management system of brand development and management. It focuses on understanding how branding strategies increase the competitiveness of Australian industry. The study also explores linkages of branding strategy to consumer perceptions of brand value. The model is firmly placed in a global market context, contrasting domestic, exported and imported brands. The focus is strongly orientated toward improving Australia's competitiveness and global performance. This study is vital as the economic superiority of strong nations is evident in the value and strength of their industries' brands.Read moreRead less
Conceptualisation and Measurement of Customer Value: An Application to the Timeshare Industry. Timeshare or resort ownership is a growing industry worldwide. There are more than 110 timeshare properties in Australia, most of which are located in regional communities. This research will benefit these communities through the provision of information to enhance and sustain the development of this expanding industry. The information obtained will assist the collaborating organisation in the transfor ....Conceptualisation and Measurement of Customer Value: An Application to the Timeshare Industry. Timeshare or resort ownership is a growing industry worldwide. There are more than 110 timeshare properties in Australia, most of which are located in regional communities. This research will benefit these communities through the provision of information to enhance and sustain the development of this expanding industry. The information obtained will assist the collaborating organisation in the transformation of the industry, while addressing some of the concerns raised in a 2005 Parliamentary Inquiry. The project examines how consumers obtain value from the timeshare product. The project has the potential to be applied internationally thus providing export opportunities for Australia.Read moreRead less
Balancing the needs of customers and employees following service failure: A dyadic psychosocial approach. Service industries dominate Australia's economy. When service fails, conflicts frequently ensue, leaving customers and employees feeling angry and stressed. Consequent social and economic costs are enormous. This project addresses the research priority of promoting and maintaining good health by identifying ways in which customers and employees can resolve service problems such that particip ....Balancing the needs of customers and employees following service failure: A dyadic psychosocial approach. Service industries dominate Australia's economy. When service fails, conflicts frequently ensue, leaving customers and employees feeling angry and stressed. Consequent social and economic costs are enormous. This project addresses the research priority of promoting and maintaining good health by identifying ways in which customers and employees can resolve service problems such that participants' psychosocial needs are met and outcomes for both parties are optimised. Findings will strengthen Australia's social and economic fabric by providing strategies to increase customer satisfaction and reduce worker stress. Service firms will benefit from a more loyal customer-base, and reduced employee absenteeism, turnover and compensation claims. 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
Internet Companies and Consumer Behaviour: A Study of Consumer-Company Identification and Word of Mouth Communication. The emergence of Internet based companies has significantly changed consumer marketplaces within Australia. Companies using Internet related technologies are offering consumers new and better marketplace choices and, in turn, generating new revenue streams. This project seeks to understand the growth of such companies, to investigate the process of Internet related word of mo ....Internet Companies and Consumer Behaviour: A Study of Consumer-Company Identification and Word of Mouth Communication. The emergence of Internet based companies has significantly changed consumer marketplaces within Australia. Companies using Internet related technologies are offering consumers new and better marketplace choices and, in turn, generating new revenue streams. This project seeks to understand the growth of such companies, to investigate the process of Internet related word of mouth communication -- a process on which much of the success of these new companies rests -- and to build decision making tools for companies -- helping them to create, implement and modify strategies that are appropriate for this dynamic environment.Read moreRead less
Effective Marketing Communication: Pre-existing Knowledge Structures and Contextual Effects. Applied findings in the area of sponsorship-linked marketing communications would support business, government and sponsored activities such as sport, art, and charity. Findings will also enhance the reputation of research in cognition and in business. Execution of the research will provide a national benefit by affording the opportunity of experience and training to a research associate as well as any P ....Effective Marketing Communication: Pre-existing Knowledge Structures and Contextual Effects. Applied findings in the area of sponsorship-linked marketing communications would support business, government and sponsored activities such as sport, art, and charity. Findings will also enhance the reputation of research in cognition and in business. Execution of the research will provide a national benefit by affording the opportunity of experience and training to a research associate as well as any PhD or honours students affiliated with the project. Further, application of the research findings will result in smart information use in an industry setting, where sponsors and events organisers stand to benefit from marketing campaigns that promote their messages more efficiently.Read moreRead less
A Study of Dynamic Capabilities in Australian and US Born Global Firms. Government policy recommendations for internationalising resources-constrained small and medium firms will be made. Practitioners will be informed of feasible paths for early and rapid internationalisation. Yet-to-internationalise small and medium enterprises will be advised on how to acquire, reconfigure and use capabilities to achieve positional advantages in international markets. The Australian and international academi ....A Study of Dynamic Capabilities in Australian and US Born Global Firms. Government policy recommendations for internationalising resources-constrained small and medium firms will be made. Practitioners will be informed of feasible paths for early and rapid internationalisation. Yet-to-internationalise small and medium enterprises will be advised on how to acquire, reconfigure and use capabilities to achieve positional advantages in international markets. The Australian and international academic community will be better informed of born global internationalisation, enriching teaching and learning practices in entrepreneurship, international business, international marketing, strategic management and small business management.
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Examining the impact of marketing communications on brand image, brand equity and behaviour outcomes. The results would help charities in brand building activities through improved marketing communications. For example, the Australian Red Cross Blood Service (ARCBS) can understand how to improve their brand equity (e.g. improving loyalty, enhancing brand awareness levels, achieving higher perception of quality as well as enhancing brand image) in their donor markets. Increased commitment from th ....Examining the impact of marketing communications on brand image, brand equity and behaviour outcomes. The results would help charities in brand building activities through improved marketing communications. For example, the Australian Red Cross Blood Service (ARCBS) can understand how to improve their brand equity (e.g. improving loyalty, enhancing brand awareness levels, achieving higher perception of quality as well as enhancing brand image) in their donor markets. Increased commitment from the donors is likely to result in benefits such as more blood donations for this charity organisation. This would mean better services provided by ARCBS which would mean promoting and maintaining good health among the Australian public.Read moreRead less
Customer Co-production in Ongoing Health Service Delivery: A Longitudinal Study. Customers do not merely receive services. Increasingly they are actively involved in their design and delivery even to the extent of being regarded as 'part-time employees'. Customer co-production is tipped to be the next frontier in competitive effectiveness. Benefits to customers,however, are largely unknown. Often customers fail in their co-production role with serious negative consequences. Given the important r ....Customer Co-production in Ongoing Health Service Delivery: A Longitudinal Study. Customers do not merely receive services. Increasingly they are actively involved in their design and delivery even to the extent of being regarded as 'part-time employees'. Customer co-production is tipped to be the next frontier in competitive effectiveness. Benefits to customers,however, are largely unknown. Often customers fail in their co-production role with serious negative consequences. Given the important role of customers (patients) in ongoing health care, and the potential for failure, it is critical that customer co-production be fully investigated. If performed well co-production should result in positive patient outcomes and significant cost savings for the healthcare sector.
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