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
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.
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
A Review of Work for the Dole as a Labour Market Program. The project will review the Work for the Dole program in terms of its first formal objective (to install work habits in young people)and in the wider context of giving young unemployed people the skills and confidence that will increase their chances of finding employment. The principal research tools used will be sample surveys and in-depth interviews. An independent substantial review will give a firm basis for discussions of the progr ....A Review of Work for the Dole as a Labour Market Program. The project will review the Work for the Dole program in terms of its first formal objective (to install work habits in young people)and in the wider context of giving young unemployed people the skills and confidence that will increase their chances of finding employment. The principal research tools used will be sample surveys and in-depth interviews. An independent substantial review will give a firm basis for discussions of the program, including how it can be improved and whether or not, given the political imperatives to retain it,it is desirable to increase expenditure on it.Read moreRead less
Enhancing the National Benefit of Volunteers through Career Development in Community Organisations: A Case Study of Senior Volunteers. This project aims to determine the benefits of career development in enhancing volunteer performance and volunteer retention, with particular attention to the needs of senior volunteers. Research concerning career development is fundamentally important in the paid workforce; little investigation has occurred in the economically important and parallel area of volu ....Enhancing the National Benefit of Volunteers through Career Development in Community Organisations: A Case Study of Senior Volunteers. This project aims to determine the benefits of career development in enhancing volunteer performance and volunteer retention, with particular attention to the needs of senior volunteers. Research concerning career development is fundamentally important in the paid workforce; little investigation has occurred in the economically important and parallel area of volunteer development. The project will build on preliminary research by the Chief Investigators by developing and testing a research instrument underpinned by career development theory. The anticipated outcomes will be (a) an improved understanding of volunteer needs within an organisation through career matching and development, (b) a generic "tool kit" for organisations wishing to develop and maintain volunteers, particularly their more experienced and senior ones and (c) a benefit to the emotional and physical well-being of the community in general and volunteers in particular.Read moreRead less
Technological innovation and change in supply chain integration. In examining emerging technology that can transform the performance of Australian industry we address the following priority goals: better understanding the processes that will advance knowledge and facilitate the development of technological innovations; the potential application of Radio Frequency Identification (RFID) technologies across an entire supply chain; and the improved management of information in the storage, distribut ....Technological innovation and change in supply chain integration. In examining emerging technology that can transform the performance of Australian industry we address the following priority goals: better understanding the processes that will advance knowledge and facilitate the development of technological innovations; the potential application of Radio Frequency Identification (RFID) technologies across an entire supply chain; and the improved management of information in the storage, distribution, and delivery of products (smart information use). Improvement in the operational efficiency and performance of the supply chain will increase national wealth while minimising environmental impacts on the environment, for example, through the better utilisation of heavy freight carriers.Read moreRead less
Managing the Volunteer Workforce: Flexible Structures and Strategies to Integrate Volunteers and Paid Workers. Volunteers now play a vital role in many service-oriented organisations. This project proposes an innovative framework to assist organisations to develop flexible and appropriate structures and strategies for the management of volunteer and paid workforces. The approach draws upon Atkinson's (1984) "Flexible Firm" concept. A flexibility model is applied to the relationship between volun ....Managing the Volunteer Workforce: Flexible Structures and Strategies to Integrate Volunteers and Paid Workers. Volunteers now play a vital role in many service-oriented organisations. This project proposes an innovative framework to assist organisations to develop flexible and appropriate structures and strategies for the management of volunteer and paid workforces. The approach draws upon Atkinson's (1984) "Flexible Firm" concept. A flexibility model is applied to the relationship between volunteers and the broader workforce. The project aims (a) to understand, conceptualise and evaluate the roles, functions and structure of volunteer groups within paid workforces; (b) to investigate how positive relationships, training, effective communication and flexibility can enhance the contribution of volunteers in the workforce and (c) to propose mechanisms which can improve the deployment of human capital within larger service-oriented organisations such as the National Museum of Australia and Museum of Victoria.Read moreRead less
Infrastructure project delivery: a life cycle evaluation model for public private partnerships. Governments continue to embrace public-private partnerships so as to obtain value for money and provide financial accountability to taxpayers. This project will determine the most appropriate way to engage the private sector in infrastructure delivery and develop a dynamic life cycle evaluation model to ensure projects are delivered effectively and efficiently.
Facilitating workplace change: Redefining the role of industrial tribunals in Australia. Amendments to the Fair Work Act 2009 passed in 2013 have the potential to re-define the role of Australia’s national workplace relations tribunal, the Fair Work Commission, by requiring it to promote cooperative and productive workplace relations. This project aims to identify an innovative model of tribunal intervention that meets these new imperatives through case studies from the Hunter region of NSW, whe ....Facilitating workplace change: Redefining the role of industrial tribunals in Australia. Amendments to the Fair Work Act 2009 passed in 2013 have the potential to re-define the role of Australia’s national workplace relations tribunal, the Fair Work Commission, by requiring it to promote cooperative and productive workplace relations. This project aims to identify an innovative model of tribunal intervention that meets these new imperatives through case studies from the Hunter region of NSW, where tribunal members have for two decades been working proactively with managers, employees and their representatives in major construction projects and large public sector organisations to achieve cooperative and effective workplace change. Read moreRead less