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.
The Balanced Scorecard: A Strategic Management Accounting Tool for Scenario Thinking and Strategic Decision Making. This project examines the use of models based on the balanced scorecard in scenario thinking and strategic decision making. The Balanced Scorecard is a set of financial and non-financial performance measures. Managers can refine their model about the critical cause-effect relations in the firm by scanning balanced scorecard reports. They can use this model for generating scenario ....The Balanced Scorecard: A Strategic Management Accounting Tool for Scenario Thinking and Strategic Decision Making. This project examines the use of models based on the balanced scorecard in scenario thinking and strategic decision making. The Balanced Scorecard is a set of financial and non-financial performance measures. Managers can refine their model about the critical cause-effect relations in the firm by scanning balanced scorecard reports. They can use this model for generating scenarios and making strategic decisions. This proposal responds to calls for focussed research on systems like the Balanced Scorecard that have "the potential to provide planners with a way of expressing and testing a sophisticated model of cause-effect in the organisation." Read moreRead less
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
Modelling health: Reporting behaviour and misclassification using survey data. Empirical models based on large scale survey data sets are used by health economists to inform policymakers. However, in the case of sensitive topics, a potential for survey misreporting may lead to inaccurate estimates of aberrant behaviours. To date, little work has been done analysing the extent and consequences of inaccurate reporting, especially within health economics. By addressing areas where potential for mis ....Modelling health: Reporting behaviour and misclassification using survey data. Empirical models based on large scale survey data sets are used by health economists to inform policymakers. However, in the case of sensitive topics, a potential for survey misreporting may lead to inaccurate estimates of aberrant behaviours. To date, little work has been done analysing the extent and consequences of inaccurate reporting, especially within health economics. By addressing areas where potential for misinformation is high, the overall quality of results will be enhanced. This research will be submitted to highly ranked health economics and econometrics journals to be made available to relevant policymakers intent on ensuring a healthy society.Read moreRead less
Threshold models in micro-econometrics with applications to empirical models of health. The aim of this project is to develop and apply new statistical approaches to endogenously identify non-linear relationships between explanatory variable(s) and the response variable in non-linear econometric models and to illustrate these with applications important to empirical health economics. Literature proliferates in linear models with non-linear effects, but in health economics non-linear models domin ....Threshold models in micro-econometrics with applications to empirical models of health. The aim of this project is to develop and apply new statistical approaches to endogenously identify non-linear relationships between explanatory variable(s) and the response variable in non-linear econometric models and to illustrate these with applications important to empirical health economics. Literature proliferates in linear models with non-linear effects, but in health economics non-linear models dominate. This project will generalise these techniques to allow for various forms of the threshold variable(s), including categorical and continuous, endogenous and exogenous, and those measured with error.Read moreRead less
Why poorer students are less likely to go to university: Theoretical and empirical evidence for Australia with implications for policy. This project will improve our understanding of the factors that lead to the under-representation of low income students in universities in Australia and other countries. The focus of the analysis will be the impact of a student's family and household environment and innate ability on their school performance, an essential pre-requisite for university admission, ....Why poorer students are less likely to go to university: Theoretical and empirical evidence for Australia with implications for policy. This project will improve our understanding of the factors that lead to the under-representation of low income students in universities in Australia and other countries. The focus of the analysis will be the impact of a student's family and household environment and innate ability on their school performance, an essential pre-requisite for university admission, together with the costs of university education. Identifying the relative importance of these factors in determining educational success will enable families, schools, universities and educational policy-makers to improve opportunities for high ability students from all socioeconomic backgrounds. This will in turn enhance economic growth and productivity, benefiting all Australians.Read moreRead less
Filled function methods for global optimization and their applications. Many real problems in science, commerce and industry are restricted in the way that they are modelled and solved by the known inability to deal with global optimization problems. The development of computational efficient global optimization methods in this project will allow new more complete approaches to these problems, especially in new areas of bio-informatics, data mining, economic modelling, supply chain management, ....Filled function methods for global optimization and their applications. Many real problems in science, commerce and industry are restricted in the way that they are modelled and solved by the known inability to deal with global optimization problems. The development of computational efficient global optimization methods in this project will allow new more complete approaches to these problems, especially in new areas of bio-informatics, data mining, economic modelling, supply chain management, air traffic management, biochemical engineering and automotive industry, consequently helping Australia advance in these various areas. It will also enhance the understanding of global optimization from both theoretical and numerical viewpoints, particularly boosting optimization research in Australia.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