Balancing the needs of customers and employees following service failure: A dyadic psychosocial approach. Service industries dominate Australia's economy. When service fails, conflicts frequently ensue, leaving customers and employees feeling angry and stressed. Consequent social and economic costs are enormous. This project addresses the research priority of promoting and maintaining good health by identifying ways in which customers and employees can resolve service problems such that particip ....Balancing the needs of customers and employees following service failure: A dyadic psychosocial approach. Service industries dominate Australia's economy. When service fails, conflicts frequently ensue, leaving customers and employees feeling angry and stressed. Consequent social and economic costs are enormous. This project addresses the research priority of promoting and maintaining good health by identifying ways in which customers and employees can resolve service problems such that participants' psychosocial needs are met and outcomes for both parties are optimised. Findings will strengthen Australia's social and economic fabric by providing strategies to increase customer satisfaction and reduce worker stress. Service firms will benefit from a more loyal customer-base, and reduced employee absenteeism, turnover and compensation claims. Read moreRead less
Motivating Employee Proactivity by Redesigning the Work Context. Self-starting and innovative employees are increasingly important in today's decentralised organisations. The central question investigated in this project via a longitudinal research design is how organisations can facilitate this type of proactive behavior amongst employees. The project also investigates the nature of employee proactivity (e.g. how it differs from other behaviors), and its consequences for employee performance, i ....Motivating Employee Proactivity by Redesigning the Work Context. Self-starting and innovative employees are increasingly important in today's decentralised organisations. The central question investigated in this project via a longitudinal research design is how organisations can facilitate this type of proactive behavior amongst employees. The project also investigates the nature of employee proactivity (e.g. how it differs from other behaviors), and its consequences for employee performance, innovation, and mental health. The project is significant because it focuses on how to promote behaviors that have often been neglected in research.Read moreRead less