The Impact of Customer-Focused Business Strategies on Organisational Performance in a Professional Service Context. The study poses important new questions about the impact well-established customer marketing approaches, such as value, have, within a professional service environment. It is unclear whether organisations focus on such concepts when developing strategy and, if so, how they use them when formulating strategy and this will be investigated. A second question, which is of academic and ....The Impact of Customer-Focused Business Strategies on Organisational Performance in a Professional Service Context. The study poses important new questions about the impact well-established customer marketing approaches, such as value, have, within a professional service environment. It is unclear whether organisations focus on such concepts when developing strategy and, if so, how they use them when formulating strategy and this will be investigated. A second question, which is of academic and practical importance, is the impact such strategies have on organisational performance, and this will also be examined. Understanding the link between strategy and organisational performance is vital as managers have difficulty assessing the relevance of their marketing activities.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
New methods for analysing marketing Databases in the age of digital media. This is a time of enormous and rapid change in many areas of Australian business due to the introduction and widespread dissemination of digital media. It has resulted in the accumulation of large integrated databases of customer information and their transactions. Firms in all countries, particularly those challenged by distance and size, like Australia, are now seeking to find ways to make better use of their voluminous ....New methods for analysing marketing Databases in the age of digital media. This is a time of enormous and rapid change in many areas of Australian business due to the introduction and widespread dissemination of digital media. It has resulted in the accumulation of large integrated databases of customer information and their transactions. Firms in all countries, particularly those challenged by distance and size, like Australia, are now seeking to find ways to make better use of their voluminous information so as to make efficiency gains in their business processes, strategic decision-making and customer relationship management. Our project aims to contribute to the ARC priority research goal of smart information use by developing new methodologies for the analysis of these large integrated databases.Read moreRead less
Childhood poverty in Indonesia. This project aims to offer solutions to childhood poverty in Indonesia, where over half the child population live on less than $2 per day. More effective responses to childhood poverty, one of the greatest challenges facing the world, are needed. This project will extend theories of multidimensional poverty to children, reflecting their experience and priorities; analyse similarities and differences between child- and adult-centred conceptualisations of childhood ....Childhood poverty in Indonesia. This project aims to offer solutions to childhood poverty in Indonesia, where over half the child population live on less than $2 per day. More effective responses to childhood poverty, one of the greatest challenges facing the world, are needed. This project will extend theories of multidimensional poverty to children, reflecting their experience and priorities; analyse similarities and differences between child- and adult-centred conceptualisations of childhood poverty; and develop a replicable child-centred methodology for assessing childhood poverty. The project expects to produce policy-relevant findings that move beyond adult-centric definitions and contribute to more effective responses to child poverty.Read moreRead less
Incentivised strategic traffic assignment: bi-level transport optimisation. This project aims to advance the fundamental knowledge base and methodological modelling capacity related to traffic network assignment representing complex incentive structures such as network pricing, behavioural shift inducement, dynamic speed control and information-provision. Expected outcomes include new equilibrium formulations characterising traveller responses to, and interactions with, incentive structures whil ....Incentivised strategic traffic assignment: bi-level transport optimisation. This project aims to advance the fundamental knowledge base and methodological modelling capacity related to traffic network assignment representing complex incentive structures such as network pricing, behavioural shift inducement, dynamic speed control and information-provision. Expected outcomes include new equilibrium formulations characterising traveller responses to, and interactions with, incentive structures while maintaining complex stochastic adaptive behaviours from previous research, new network routing algorithms, and a novel bi-level optimisation approach for seeking optimal incentive policies. The project will provide a scientific basis for the quantified network evaluation of incentivisation strategies that will support enhanced transport planning thereby improving mobility across society.Read moreRead less
Internet traffic-matrix synthesis. This project will enhance research and development in Internet engineering by providing basic inputs to test and validate new ideas. The result will be a more efficient, reliable, and robust Internet.
Overseeing the internet: new paradigms of network measurement. Like the electricity network, the Internet is a core infrastructure, and so must be reliable, efficient, and fairly accessible. A gap in bandwidth supply is like a blackout in terms of lost business and productivity. Inefficiency increases costs as more equipment is needed for the same service, and an inability to police network providers distorts economics and strangles access to the best services. Network health can only be assesse ....Overseeing the internet: new paradigms of network measurement. Like the electricity network, the Internet is a core infrastructure, and so must be reliable, efficient, and fairly accessible. A gap in bandwidth supply is like a blackout in terms of lost business and productivity. Inefficiency increases costs as more equipment is needed for the same service, and an inability to police network providers distorts economics and strangles access to the best services. Network health can only be assessed through measurements, however, current methods are incapable of measuring some of the most important metrics, for instance whether a provider is conforming to its contract. This project will provide the breakthroughs necessary to ensure that network behaviour can be accurately and comprehensively assessed.Read moreRead less
Enabling Reliable, Efficient, and Secure Networks: Next Generation Measurement for the Internet. Like the electricity network, the Internet is a core infrastructure connecting society, and so must be reliable, efficient, and secure. A gap in bandwidth supply is like a blackout in terms of lost business, productivity and essential data. Inefficiency increases costs as more equipment is needed for the same service, and poor security threatens both the economic and personal spheres, limiting free ....Enabling Reliable, Efficient, and Secure Networks: Next Generation Measurement for the Internet. Like the electricity network, the Internet is a core infrastructure connecting society, and so must be reliable, efficient, and secure. A gap in bandwidth supply is like a blackout in terms of lost business, productivity and essential data. Inefficiency increases costs as more equipment is needed for the same service, and poor security threatens both the economic and personal spheres, limiting freedom and adding cost. A raw material of network health and security is network measurements showing what is going on. However, current methods cannot cope with the size and speed of today's Internet. This project will provide the measurement breakthroughs necessary to ensure that networks are reliable, secure, and fairly priced.Read moreRead less
Building ambidextrous capacity in service industries-a cross national study. This research aims to understand the employee and organisations factors responsible for achieving ambidexterity (that is, ability to achieve sales targets and excellent customer service, simultaneously) in service industries. Results will assist firms to increase productivity and be more competitive in domestic and international markets.
'Liquid Gold': establishing the place of donated human milk in the tissue economy. Donated human milk can offer profound benefits to the health and survival of hospitalised pre-term infants yet Australia is slow to adopt its use. This research explores the policies and practices of donated human milk use in Australia, and will contribute to the development of donated breast milk policy, and progress current tissue donation theory.