Discovery Projects - Grant ID: DP0879469

Funding Activity

Website
http://dataportal.arc.gov.au/NCGP/Web/Grant/Grant/DP0879469

Funding Status
Closed

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Funded Activity Summary

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.

Funded Activity Details

Start Date: 01-01-2008

End Date: 31-12-2012

Funding Scheme: Discovery Projects

Funding Amount: $222,000.00

Funder: Australian Research Council

Research Topics

ANZSRC Field of Research (FoR)

Marketing And Market Research | Industrial And Organisational Psychology | Psychology |

ANZSRC Socio-Economic Objective (SEO)

Marketing | Management | Occupational health (excl. economic development aspects)

Other Keywords

Industrial And Organisational Psychology | Management | Marketing | Marketing And Market Research | Occupational health (excl. economic development aspects) | Psychology

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