A Protocol for Customer Relationship Management Implementation and Evaluation. In 2001, companies worldwide invested US$20 billion (US$125 billion by 2004) in Customer Relationship Management (CRM). Despite the magnitude of this investment, the general consensus among practitioners is that most CRM systems have failed to live up to expectations. This is somewhat alarming, given that the theoretical underpinnings of relationship management are both well developed and intuitively sound. This pr ....A Protocol for Customer Relationship Management Implementation and Evaluation. In 2001, companies worldwide invested US$20 billion (US$125 billion by 2004) in Customer Relationship Management (CRM). Despite the magnitude of this investment, the general consensus among practitioners is that most CRM systems have failed to live up to expectations. This is somewhat alarming, given that the theoretical underpinnings of relationship management are both well developed and intuitively sound. This project investigates the contradiction between relationship theory and CRM practice. It will identify and synthesise critical factors in the success or failure of attempts to implement CRM as a preliminary stage to developing a protocol for successful CRM implementation and evaluation.Read moreRead less
Determining the factors influencing the success of private and community-owned Indigenous businesses across remote, regional and urban Australia. The main benefit of this project is a thorough understanding of the challenges facing Indigenous enterprises in a range of geographical, economic and social settings. The research will identify and determine the importance of a broad range of factors which influence the success of Indigenous enterprises.
An investigation into consumer perspectives on emotional, attitudinal and behavioural loyalty. Attracting and retaining loyal customers is central to the economic viability of organisations. Yet, scholars have not resolved how to define brand loyalty, what contributes to brand loyalty for different services, products and industries over time nor the appropriate application of brand loyalty measures in different contexts. Current conceptualisations overlook the role of emotion and its relations ....An investigation into consumer perspectives on emotional, attitudinal and behavioural loyalty. Attracting and retaining loyal customers is central to the economic viability of organisations. Yet, scholars have not resolved how to define brand loyalty, what contributes to brand loyalty for different services, products and industries over time nor the appropriate application of brand loyalty measures in different contexts. Current conceptualisations overlook the role of emotion and its relationship with the other dimensions of brand loyalty. The proposed project will be the first application of a prototype approach and one of the few studies to use quantitative longitudinal research techniques to further understanding of what brand loyalty is and how it develops.Read moreRead less
Human Resource Management (HRM) outsourcing and shared services: analysing changing approaches to HRM. Many public sector organisations have established centralised shared services centres or outsourced their Human Resource Management (HRM) to try to cut costs and improve performance. This project will investigate the many implications of such developments for Australian public-sector organisations, their managers and their employees.
Blue-banded bees as greenhouse pollinators: healthy and consistent supplies for reliable pollination services. Native blue-banded bee pollination of tomatoes will increase crop yield by 15-20% through improved pollination and simultaneously decrease labour costs by $16,000/Ha/year. The use of blue-banded bees will change the face of the industry. It will cause a 90% decrease in the use of pesticides, increase the use of biological pest management and give rise to a novel industry to provide pol ....Blue-banded bees as greenhouse pollinators: healthy and consistent supplies for reliable pollination services. Native blue-banded bee pollination of tomatoes will increase crop yield by 15-20% through improved pollination and simultaneously decrease labour costs by $16,000/Ha/year. The use of blue-banded bees will change the face of the industry. It will cause a 90% decrease in the use of pesticides, increase the use of biological pest management and give rise to a novel industry to provide pollination services. Blue-banded bee pollination will open up international markets through production of improved quality with less production costs and healthier production methods. Furthermore, the project will remove an environmental threat by providing a native substitute for alien bumblebees.Read moreRead less
Learning Mechanisms and the Development of Dynamic Capabilities within Firms. The project has the following national/community benefits: (1) a more comprehensive study of the specific and unique features of the structure and innovative process operating within a major Australian producer of commodities, (2) a greater understanding of how knowledge can be created and captured in the form of firm-level dynamic capabilities, contributing towards the creation of an effective knowledge and innovation ....Learning Mechanisms and the Development of Dynamic Capabilities within Firms. The project has the following national/community benefits: (1) a more comprehensive study of the specific and unique features of the structure and innovative process operating within a major Australian producer of commodities, (2) a greater understanding of how knowledge can be created and captured in the form of firm-level dynamic capabilities, contributing towards the creation of an effective knowledge and innovation economy, and (3) assisting regional communities by providing specific recommendations for generating learning mechanisms and more importantly, capturing value from learning in terms of process improvement and innovation.Read moreRead less
Collaborative Commerce for SMEs in Regional Knowledge Networks. This research project will investigate the most effective and efficient models for regional SMEs to engage in collaborative online commerce. The study will evaluate different models of (cross) regional collaboration and the knowledge management support mechanisms needed to facilitate these. An online assessment system will be developed which can be used by SMEs, SME clusters and local government to identify best fit models for c-com ....Collaborative Commerce for SMEs in Regional Knowledge Networks. This research project will investigate the most effective and efficient models for regional SMEs to engage in collaborative online commerce. The study will evaluate different models of (cross) regional collaboration and the knowledge management support mechanisms needed to facilitate these. An online assessment system will be developed which can be used by SMEs, SME clusters and local government to identify best fit models for c-commerce. A methodology for benefits appraisal of c-commerce will be made available for continual monitoring of real value accrual. Policy guides will be developed for local government identifying best practice models for ICT infastructure development.Read moreRead less
Employee voice in Australia: the impact of employee participation arrangements on organisational performance and employee well-being. Given the extent of union decline in Australia, there is a need to update policy to reflect the new reality of low unionisation. This project will examine what alternative arrangements exist and their economic and social consequences. It focuses on the employee impacts and employer impacts of these arrangements and will inform current policy debates.
An evidence based approach to developing human and social capital in organisations. A social and economic issue facing Australian organisations is the skills shortage and the retention of qualified professionals and managers. Our research informs this issue by examining the mechanisms for developing and engaging managerial employees in Australian organizations. These types of strategies can help reduce the 'brain drain' out of Australia. Moreover, it should increase the capability of businesses ....An evidence based approach to developing human and social capital in organisations. A social and economic issue facing Australian organisations is the skills shortage and the retention of qualified professionals and managers. Our research informs this issue by examining the mechanisms for developing and engaging managerial employees in Australian organizations. These types of strategies can help reduce the 'brain drain' out of Australia. Moreover, it should increase the capability of businesses to attract Australians back --'brain gain.' Organizational strategies based on human and social capital development will also strengthen the social fabric of Australian society by building knowledge capabilities and enhancing well-being.Read moreRead less
Improving people management systems in emergency services. Improving people management systems in emergency services. This project aims to identify the organisational subsystems that affect the long-term employment of emergency service workers and other individual and organisational outcomes. Operational workloads affect ambulance officers’ ability to work and also contribute to psychological stress. People management systems and support mechanisms are often not configured to minimise these stre ....Improving people management systems in emergency services. Improving people management systems in emergency services. This project aims to identify the organisational subsystems that affect the long-term employment of emergency service workers and other individual and organisational outcomes. Operational workloads affect ambulance officers’ ability to work and also contribute to psychological stress. People management systems and support mechanisms are often not configured to minimise these stressors. This project expects to develop people-management strategies for organisations in difficult environments like emergency services. In turn, emergency service workers should provide better services for patients.Read moreRead less