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
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
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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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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