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
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
Determinants of Researcher Productivity and Impact Over Career Lifespan. As Australia's population is ageing at one of the fastest rates among OECD countries, it is imperative to understand the relationship between age and worker productivity. This project will develop our understanding of how age relates to productivity not only in terms of quantity but also quality of innovations produced. It will also identify personal and contextual influences on productivity. This will help identify ways of ....Determinants of Researcher Productivity and Impact Over Career Lifespan. As Australia's population is ageing at one of the fastest rates among OECD countries, it is imperative to understand the relationship between age and worker productivity. This project will develop our understanding of how age relates to productivity not only in terms of quantity but also quality of innovations produced. It will also identify personal and contextual influences on productivity. This will help identify ways of supporting productivity and participation among older workers. Additionally, this project will provide a sophisticated framework for developing cultures and work environments that are supportive of innovation, by modelling the dynamic interplay between individuals and their environments across several years.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
Adoption of electronic commerce-enabled supply chain management: a trans-national comparison study. The framework developed will allow practitioners to identify an appropriate strategy to promote the adoption of EC-enabled SCM in developing countries. By including Indonesia and China as two of Australia's large trading partners in this study, the relationships can be further enhanced, leading to an increase in Australia's export market and improvement in national productivity and growth. Through ....Adoption of electronic commerce-enabled supply chain management: a trans-national comparison study. The framework developed will allow practitioners to identify an appropriate strategy to promote the adoption of EC-enabled SCM in developing countries. By including Indonesia and China as two of Australia's large trading partners in this study, the relationships can be further enhanced, leading to an increase in Australia's export market and improvement in national productivity and growth. Through wider adoption of EC-enabled SCM by Australia's trading partners, Australia can trade with them more efficiently. The empirical data and the research instruments developed will also enhance Australia's research standing and contribute to university teaching and research training. 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
Visualising Value in Australian Organisations: Case Studies in Extended Performance Management, Measurement and Reporting. This research positions and develops Australia at the forefront of the knowledge economy. Participating organisations will realise insights into their invisible resources and improve their understanding of the performance, utilisation and productivity of their intangible resources. Corporate social responsibility and social and environmental management are recognized as cruc ....Visualising Value in Australian Organisations: Case Studies in Extended Performance Management, Measurement and Reporting. This research positions and develops Australia at the forefront of the knowledge economy. Participating organisations will realise insights into their invisible resources and improve their understanding of the performance, utilisation and productivity of their intangible resources. Corporate social responsibility and social and environmental management are recognized as crucial to the contemporary organisation and this research provides a means of managing, measuring and reporting these perspectives, enhancing Australia's reputation and long-term economic sustainability. Read moreRead less