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
Learning and Deciding Under Low Levels of Awareness: Representation Issues and Memory Processes. Human decision making is frequently sub-optimal and can be influenced by factors of which we are only dimly aware. At times, this sub-optimality produces large social, economic, and health costs. We address decisions made under low levels of awareness including those typically influenced by advertising and other marketing activities, such as pairing brands with images of attractive people. We examine ....Learning and Deciding Under Low Levels of Awareness: Representation Issues and Memory Processes. Human decision making is frequently sub-optimal and can be influenced by factors of which we are only dimly aware. At times, this sub-optimality produces large social, economic, and health costs. We address decisions made under low levels of awareness including those typically influenced by advertising and other marketing activities, such as pairing brands with images of attractive people. We examine the cognitive processes invoked by this pairing in order to determine how it competes with the provision of factual information. We aim to improve decision making in areas such as food choice and consumer understanding, as well as provide the knowledge base to support policy for regulating marketing communications.Read moreRead less