Strategic Service Innovation: The Role of Heterogeneity in Substantive and Dynamic Capabilities. This project will provide Australian companies with the tools to conduct a services capabilities audit. This tool will allow them to identify substantive and dynamic service capabilities that they must strengthen or acquire, in order to remain competitive in domestic and global markets, where consumers increasingly differentiate between organisations by value-adding services that they offer. Austral ....Strategic Service Innovation: The Role of Heterogeneity in Substantive and Dynamic Capabilities. This project will provide Australian companies with the tools to conduct a services capabilities audit. This tool will allow them to identify substantive and dynamic service capabilities that they must strengthen or acquire, in order to remain competitive in domestic and global markets, where consumers increasingly differentiate between organisations by value-adding services that they offer. Australia imports over $40Bn worth of services each year. This project has the potential to increase the domestic and international competitiveness of Australian manufacturers and service industries and contribute to the economy by reducing dependence on service imports, and assuring ongoing employment for Australian workers. 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
Integrating choice set formation and taste heterogeneity in market segmentation. This project develops a new model of consumer decision-making to provide managerial insights related to market segmentation, product portfolio optimisation and marketing communication strategies. The model can be specified for a particular product category using data collected from a novel elicitation instrument developed as part of this project.
Conceptualisation and Measurement of Customer Value: An Application to the Timeshare Industry. Timeshare or resort ownership is a growing industry worldwide. There are more than 110 timeshare properties in Australia, most of which are located in regional communities. This research will benefit these communities through the provision of information to enhance and sustain the development of this expanding industry. The information obtained will assist the collaborating organisation in the transfor ....Conceptualisation and Measurement of Customer Value: An Application to the Timeshare Industry. Timeshare or resort ownership is a growing industry worldwide. There are more than 110 timeshare properties in Australia, most of which are located in regional communities. This research will benefit these communities through the provision of information to enhance and sustain the development of this expanding industry. The information obtained will assist the collaborating organisation in the transformation of the industry, while addressing some of the concerns raised in a 2005 Parliamentary Inquiry. The project examines how consumers obtain value from the timeshare product. The project has the potential to be applied internationally thus providing export opportunities for Australia.Read moreRead less
Designing Robust Reactive Scheduling System for Emergency Medical Services. The job shop approach to reactive scheduling system for Emergency Departments promises considerable benefits over existing approaches, and allows problems of large size and complexity to be solved with great accuracy. The application of research results in Australia has the potential to:
- provide benchmarks in ED scheduling;
- reduce patients waiting times and rejections by better planning of patient schedules of em ....Designing Robust Reactive Scheduling System for Emergency Medical Services. The job shop approach to reactive scheduling system for Emergency Departments promises considerable benefits over existing approaches, and allows problems of large size and complexity to be solved with great accuracy. The application of research results in Australia has the potential to:
- provide benchmarks in ED scheduling;
- reduce patients waiting times and rejections by better planning of patient schedules of emergency departments;
- leads to less costs for staff and resources;
- enhance the ability of managers to control operations in an efficient manner and minimise conflicts; and
- to increase efficiency of emergency departments, leading to lower operating and capital cost.
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Dynamic relations between values and consumer behaviour: age and life-stage. This project aims to understand the complex relations between people’s life goals and their consumption behaviour, exploring age, life-stage and cohort effects. The intended outcomes of the project include a state-of-the-art interactive values-based website, basic knowledge about Australian values, values change and value-related behaviour, and business insight into value-based marketing. This project aims to apply the ....Dynamic relations between values and consumer behaviour: age and life-stage. This project aims to understand the complex relations between people’s life goals and their consumption behaviour, exploring age, life-stage and cohort effects. The intended outcomes of the project include a state-of-the-art interactive values-based website, basic knowledge about Australian values, values change and value-related behaviour, and business insight into value-based marketing. This project aims to apply the knowledge gained from a large scale study into Australian values and value change across the adult life-span in order to understand how people’s values influence their consumer and other decisions; providing information that will enable Australian organisations to improve their marketing activities and the nature of their promotional appeals.Read moreRead less
Stable on-demand optimization for workforce and fleet logistics management. This project aims to conceive, develop and deploy innovative methodologies for stable on-demand workforce management and fleet logistics based on advanced decision-support systems. The outcome of this project will provide a new cloud-based real-time Optimisation Software-as-a-Service (OSaaS) platform that allows businesses to improve their productivity while reducing operating costs and their environmental footprint. Thi ....Stable on-demand optimization for workforce and fleet logistics management. This project aims to conceive, develop and deploy innovative methodologies for stable on-demand workforce management and fleet logistics based on advanced decision-support systems. The outcome of this project will provide a new cloud-based real-time Optimisation Software-as-a-Service (OSaaS) platform that allows businesses to improve their productivity while reducing operating costs and their environmental footprint. This is expected to support the manufacturing, retail, delivery and mobile fleets industries.Read moreRead less
The impact of self-management training on staff satisfaction, absenteeism and an organisation's service culture. Self-management training has been widely suggested as a way to improve organisational performance. Using a classic training intervention approach, the present project will experimentally examine whether such training improves attendance and well-being at work and whether it creates a more positive approach to customers. Further, the study will examine whether changes are maintained ....The impact of self-management training on staff satisfaction, absenteeism and an organisation's service culture. Self-management training has been widely suggested as a way to improve organisational performance. Using a classic training intervention approach, the present project will experimentally examine whether such training improves attendance and well-being at work and whether it creates a more positive approach to customers. Further, the study will examine whether changes are maintained over time. The study will also test whether self-management training improves employees' perceptions of their organisation's service culture and increases their willingness to provide appropriate customer service. The practical implications of such training interventions for Human Resource Management practices in service organisations will also be evaluated.Read moreRead less
A longitudinal study of the housing stability of the homeless in Victoria. This is a longitudinal panel study of the homeless in urban and rural Victoria; it will interview residents of transitional housing over two years, analysing factors that contribute to success or failure in achieving housing stability. The research starts from the assumption that homelessness is not simply a condition of being without shelter at a specific point in time, but is a situation of chronic housing instability. ....A longitudinal study of the housing stability of the homeless in Victoria. This is a longitudinal panel study of the homeless in urban and rural Victoria; it will interview residents of transitional housing over two years, analysing factors that contribute to success or failure in achieving housing stability. The research starts from the assumption that homelessness is not simply a condition of being without shelter at a specific point in time, but is a situation of chronic housing instability. The project proposal has the support of a consortium of housing agencies in urban and rural Victoria who anticipate specific outcomes in service design evaluation and in detailed knowledge about the causes of homelessness.Read moreRead less
Communicating Product Value: Responsible Markets and the Australian Consumer. Working towards sustainable patterns of consumption is essential to attaining sustainable development in Australia. The research will add to our understanding of how Australian consumers assess the value of environmentally or socially responsible products. It will reveal the social processes and networks which inform the attitudes and purchasing behaviour concerning these products. By enabling companies to link their s ....Communicating Product Value: Responsible Markets and the Australian Consumer. Working towards sustainable patterns of consumption is essential to attaining sustainable development in Australia. The research will add to our understanding of how Australian consumers assess the value of environmentally or socially responsible products. It will reveal the social processes and networks which inform the attitudes and purchasing behaviour concerning these products. By enabling companies to link their socially and environmentally responsible strategies to their core business, the research will facilitate the development of responsible and sustainable markets. Refining the business case for sustainability will lead to a more sustainable development in Australia.Read moreRead less