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
Emotions and Employee Turnover: New Methods for Complex Dynamic Systems. This project aims to vastly improve the data-analytic capabilities of social and health researchers, while increasing knowledge about emotion dynamics and their link to employee turnover. By drawing on and advancing methods from ecology and applied physics, this project plans to investigate the role that individual emotions play in employee turnover with new quantitative methods for characterising and testing causality in c ....Emotions and Employee Turnover: New Methods for Complex Dynamic Systems. This project aims to vastly improve the data-analytic capabilities of social and health researchers, while increasing knowledge about emotion dynamics and their link to employee turnover. By drawing on and advancing methods from ecology and applied physics, this project plans to investigate the role that individual emotions play in employee turnover with new quantitative methods for characterising and testing causality in complex dynamic systems. The expected outcomes include an improved capacity for researchers, managers, and policy makers to understand complex organisational, economic, and health systems. This will provide immediate societal benefits by informing the development and deployment of targeted interventions in such systems.Read moreRead less