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
Turning Under-Used Geo-Referenced Data Sources into Business Success. This project focuses on market segmentation and planning strategy through the development of under-used geo-referenced data sources. Specifically, the project seeks to combine two key market intelligence software tools (Geographical Information Systems (GIS) and Data Mining Systems) with the primary focus being on the Australian automobile industry. Spatial data mining approaches will be used to sift through massive volumes o ....Turning Under-Used Geo-Referenced Data Sources into Business Success. This project focuses on market segmentation and planning strategy through the development of under-used geo-referenced data sources. Specifically, the project seeks to combine two key market intelligence software tools (Geographical Information Systems (GIS) and Data Mining Systems) with the primary focus being on the Australian automobile industry. Spatial data mining approaches will be used to sift through massive volumes of data, uncover patterns, and generate knowledge through effective database management techniques. This research will open new inter-disciplinary frontiers between marketing and GIS, with the outcomes expected to provide valuable information for decision makers at the academic, industry and governmental levels.Read moreRead less
Next generation Customer Relationship Management (CRM) framework through intelligence and relationships from multiple information sources. In the current competitive times, organisations need to improve their service delivery and customer care processes and provide customised service to customers. This project develops a Customer Relationship Management (CRM) framework that can extract intelligence and relationships from multiple data sources to improve customer management and satisfaction in pu ....Next generation Customer Relationship Management (CRM) framework through intelligence and relationships from multiple information sources. In the current competitive times, organisations need to improve their service delivery and customer care processes and provide customised service to customers. This project develops a Customer Relationship Management (CRM) framework that can extract intelligence and relationships from multiple data sources to improve customer management and satisfaction in public and private organisations.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 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 exploration of the development and effectiveness of word-of-mouth communication in financial services markets. Word-of-mouth plays a critical role in marketing. Organisations are continually seeking new ways to achieve competitive advantage and word-of-mouth represents such an opportunity. However, previous research is limited, for example using word-of-mouth intentions to test the outcome of a consumer model. The proposed study, however, addresses not only the factors that lead to word-of-m ....An exploration of the development and effectiveness of word-of-mouth communication in financial services markets. Word-of-mouth plays a critical role in marketing. Organisations are continually seeking new ways to achieve competitive advantage and word-of-mouth represents such an opportunity. However, previous research is limited, for example using word-of-mouth intentions to test the outcome of a consumer model. The proposed study, however, addresses not only the factors that lead to word-of-mouth but also the consequences of word-of-mouth We suggest perceived value is a core contributor to word-of-mouth and will examine the relationship between word-of-mouth development, value perceptions and purchase. The study has key practical implications for service providers, such as our financial service industry partner.Read moreRead less
Reducing irresponsible gambling: Changing a justification to an avoidance strategy. The results will aid policy makers in their assessment of harm minimisation strategies such as voluntary self-exclusion. Discovering when 'flawed' thinking about previous gambling episodes can be used to justify potentially irresponsible gambling decisions will assist in the design of new prevention measures for irresponsible gamblers and those at risk. The strategies developed here will be useful for gamblers to ....Reducing irresponsible gambling: Changing a justification to an avoidance strategy. The results will aid policy makers in their assessment of harm minimisation strategies such as voluntary self-exclusion. Discovering when 'flawed' thinking about previous gambling episodes can be used to justify potentially irresponsible gambling decisions will assist in the design of new prevention measures for irresponsible gamblers and those at risk. The strategies developed here will be useful for gamblers to empower themselves and avoid behaviour they will regret later. Australia will benefit from insights into how and why irresponsible episodes occur and how to prevent them. Read moreRead less
Special Research Initiatives - Grant ID: SR0354611
Funder
Australian Research Council
Funding Amount
$30,000.00
Summary
Management and Consumer Decision Making Network. This network brings together a multi-disciplinary research group to enhance frontier science in managerial/consumer decision making and choice behaviour. Our focus will on using our interaction to develop normative and descriptive theory by operationalising theories and methods from a mixture of disciplines. Individual/group decisions/choices underlie many aggregate societal phenomena like election outcomes, consumer demand, technology adoption, ....Management and Consumer Decision Making Network. This network brings together a multi-disciplinary research group to enhance frontier science in managerial/consumer decision making and choice behaviour. Our focus will on using our interaction to develop normative and descriptive theory by operationalising theories and methods from a mixture of disciplines. Individual/group decisions/choices underlie many aggregate societal phenomena like election outcomes, consumer demand, technology adoption, etc. Better understanding of such processes will lead to better models, better forecasts and better decision outcomes for Australia, and smarter use of information and data; something that can only come from a multi-disciplinary interaction of theory and method.Read moreRead less
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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