ORCID Profile
0000-0003-4864-7789
Current Organisation
Queensland University of Technology
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Publisher: SAGE Publications
Date: 05-2003
DOI: 10.1016/S1441-3582(03)70116-5
Abstract: This paper presents the results of a survey of Australian and Bangladeshi corporate managers’ response patterns in the food and textile sectors to increasing demands for improved corporate social performances. Based on an analysis of six internal and external decision areas using Analysis of Variance (ANOVA), significant differences were found in corporate action between countries and within selected industries. Australian managers were more likely to act on the internal marketing decision areas (product, price, distribution and communication), Bangladeshi managers tended to act on external environmental decision areas. The strategic implications of these findings are that macro- and micro-environmental variables and government and business capabilities in erse settings significantly influence managerial actions on social responsibility pressures.
Publisher: Apple Academic Press
Date: 03-02-2016
DOI: 10.1201/B19856
Publisher: Elsevier BV
Date: 08-2014
Publisher: Elsevier BV
Date: 08-2022
Publisher: Informa UK Limited
Date: 2014
Publisher: Institute of Electrical and Electronics Engineers (IEEE)
Date: 2019
Publisher: SAGE Publications
Date: 14-07-2014
Abstract: This study applies a Delphi analysis regarding the level of integration of service topics in the hospitality literature, as found in 539 service-related papers published in four hospitality journals from 1998 to 2012. The journals in question are Cornell Hospitality Quarterly, International Journal of Contemporary Hospitality Management, International Journal of Hospitality Management, and Journal of Hospitality & Tourism Research. The number of service-related studies account for 16 percent of the total pool of articles in the four journals over the fifteen-year period, and the analysis records an increase in the number of service-based articles published over this period. Since then, the number of articles dealing with service-related phenomena has ebbed somewhat. Theory-testing papers dominated the hospitality literature during the study period, accounting for more than half of the papers, while theory-building papers accounted for a quarter of all papers, and around 15 percent had a conceptual purpose. The most popular topic for papers in this s le was service experience, followed by operations management, human resource management, and accounting.
Publisher: Emerald
Date: 20-06-2023
DOI: 10.1108/JOSM-12-2022-0382
Abstract: Online trolling is a detrimental behavior for consumers and service businesses. Although online trolling research is steadily increasing, service research has yet to thoroughly explore how this behavior impacts businesses. Further, the role of bystanders, consumers who witness a victim (business) being trolled, remains largely unexplored. The purpose of this paper is thus to introduce online trolling to the service literature and begin to identify when (types of online troll content) and why (empathy and psychological reactance) bystanders are likely to intervene and support a service business being trolled by posting positive eWOM. This research uses a two-study (Study 1 n = 313 Study 2 n = 472) experimental design with scenarios of a service business experiencing online trolling (moral versus sadistic). Participants' responses as bystanders were collected via an online survey. Results reveal bystanders are more likely to post positive eWOM to support a service organization experiencing sadistic trolling. Psychological reactance is shown to mediate the relationship between trolling type and positive eWOM. Further, spotlight analysis demonstrates that bystanders with higher levels of empathy are more likely to post positive eWOM, whereas bystanders with low levels of empathy are likely to have a significantly higher level of psychological reactance. This research is among the first in the service literature to specifically explore the consumer misbehavior of online trolling. Further, it provides new perspectives to online trolling by probing the role of bystanders and when and why they are likely to support service organizations being trolled.
Publisher: Elsevier BV
Date: 10-2022
Publisher: Emerald
Date: 23-12-2019
DOI: 10.1108/JSTP-08-2018-0185
Abstract: The purpose of this paper is to delineate a research agenda to guide future service research investigating the digital transformation of financial service systems through Fintech – disruptive innovations by new market entrants that challenge the position of mainstream financial institutions. Rooted in the philosophical foundations of “use-inspired research,” this paper addresses the managerially and societally relevant phenomenon of Fintech by identifying, and responding to, the in idual challenges and problems associated with the digital transformation of financial services. This is accomplished through a computational text-mining approach to analyze the corpus of 1,545 published practitioner articles associated with Fintech, identification of managerial challenges therein and subsequent delineation of a novel research agenda. By connecting managerial challenges relating to Fintech with the service literature, this paper develops a use-inspired research agenda that provides scholarly and managerially relevant research directions (RDs). These pertain to the complexity of digital financial service systems (micro level), orchestration of value co-creation with Fintech (meso level), and the development of elastic infrastructures, models and markets (macro level). Fintech is an emerging phenomenon associated with the digital transformation of financial services. However, actual guidelines on how service research related to Fintech could be advanced from a theoretically as well as managerially relevant angle are unavailable to date. Here, the authors address this challenge and provide the field with 18 tangible RDs to advance service theory and practice. The purpose of this paper is to guide future academic research addressing managerial challenges associated with Fintech and the digital transformation of financial service. Due to the explicit use-inspired nature of the work, the future research stemming from the agenda that the authors put forward here will be of benefit to decision makers and society more broadly. This empirical research contributes to the discourse regarding the role of information and communication technologies in service in general, and the digital transformation on financial services in particular. The in-depth computational text-mining analysis is unbiased, replicable and provides the foundation for a use-inspired research agenda that is subsequently delineated.
Publisher: Ubiquity Press, Ltd.
Date: 08-12-2014
DOI: 10.5334/IJIC.1860
Publisher: Emerald
Date: 07-09-2018
DOI: 10.1108/JOSM-05-2018-0127
Abstract: The purpose of this paper is to analyze the history and future of service operations, with the goal to identify key theoretical and technological advances, as well as fundamental themes that can help to imagine the future of service operations in 2050. A review of the service operations literature was undertaken to inform a discussion regarding the role that technology will play in the future of service operations. The future of service operations is framed in terms of three key themes – complexity, orchestration, and elasticity. The paper makes three contributions to the service science literature by: reviewing key themes underpinning extant service operations research to frame future trajectories of service operations research elaborating a vision of service operations in 2050 based on history and technology and outlining a research agenda for future service operations. The case of service automation is used to provide an illustration of how the three themes converge to define future service operations, and in particular, to show how technology is recasting the role of the firm. Service operations in the next 30 years will be very different from what it was in the past 30 years. This paper differs from other review papers by identifying three key themes that will characterize and instill new insights into the future of service operations research.
Publisher: Emerald
Date: 06-2003
DOI: 10.1108/09604520310476481
Abstract: The onset of Internet marketing is revolutionising marketing practice. Although growth in sales of goods and services online has been dramatic, very little research has addressed the factors that lead to the delivery of superior service and the creation of effective marketing relationships. This paper explores and defines two related constructs – service quality and relationship quality – to ascertain whether consumers can meaningfully distinguish between the constructs. The research uses focus groups and an online survey to address this issue. The paper finds that, although service quality and relationship quality are distinct constructs, they overlap in the area of personal interaction and problem solving. The key drivers for the delivery of superior service and the creation of an effective relationship are reliability and trust emanating from service quality and relationship quality respectively.
Publisher: Informa UK Limited
Date: 2012
DOI: 10.1057/EJIS.2010.62
Publisher: Emerald
Date: 04-04-2023
DOI: 10.1108/JOSM-12-2021-0464
Abstract: The service recovery literature provides little guidance to firms on how users of self-service technology (SST) perceive assistance provided by human and non-human service agents following a service obstacle. This research responds by addressing two important research questions about SST recovery: (1) how are perceptions of assistance provided following a service obstacle influenced by a customer's psychological needs? and (2) does supporting the psychological needs of customers positively impact continuance intentions following a service obstacle? Data are collected to address the research questions via five experiments that explore how assistance provided by a non-human (vs human vs no assistance) service agent contributes to perceptions of psychological support and continuance intentions following a service obstacle while volitionally using SST. The results show that while users of SST would prefer to do so without an obstacle requiring intervention of a service agent, if assistance is required then the psychological need support elicited from a non-human service agent was vital to an effective recovery. Further, the findings highlight some boundary conditions for this relationship, with the impact of customer perceived need support on continuance intentions found to be sensitive to fit between the task and assistance provided and the complexity of the task being completed. Much of the prior service recovery literature has emphasized the different types of tactics that can be used (e.g. apologizing, monetary compensation and explaining what happened), failing to appreciate the role of different types of service agents or the underlying psychological process that explain the relative merit of such tactics. The present research shows that for these tactics to influence continuance intentions, they must be provided by a relevant service agent and support a customer's psychological need for autonomy, competence and relatedness. The hypothesized impact of psychological need support on continuance intentions was also observed to be contingent upon the fit between the task and the type of assistance provided, where the level of task complexity attenuated this fit.
Publisher: Elsevier BV
Date: 12-2021
Publisher: Elsevier BV
Date: 10-2022
Publisher: Public Library of Science (PLoS)
Date: 30-06-2022
DOI: 10.1371/JOURNAL.PONE.0270375
Abstract: Suicide has a wide reaching and devastating impact on society. This article presents a study protocol for a systematic review of the literature on community and bystander interventions to reduce the incidence of suicide. These interventions are focused on people other than the person at-risk and are designed to increase awareness of warning signs and knowledge of how to most effectively respond. While there have been many studies undertaken on community and bystander intervention programs, we lack a synthesis of evidence regarding how an effective program is created and implemented. The proposed systematic review will address this gap by presenting the first comprehensive review on this topic. The specific aims of the review are to: (1) determine whether community and bystander interventions effectively increase bystander action to prevent suicide and, if so (2) to understand what creates an effective community suicide intervention. The insights gathered will inform policy and guide investment in better evidence-based suicide interventions for the future.
Publisher: Emerald
Date: 22-06-2023
DOI: 10.1108/JOSM-08-2022-0250
Abstract: The current research aims to introduce the concept of frontline employee (FLE) vulnerability and examine its antecedents and consequences using a framework grounded in Job Demands-Resource theory (JD-R). A systematic review and meta-analysis guided by PRISMA is utilized to review previous FLE literature (204 studies) and develop a conceptualization of FLE vulnerability. The meta-analysis then examines the antecedents and consequences of FLE vulnerability and provides generalizable findings including the identification of critical areas for future research. The meta-analysis provided support for the proposed conceptualization of FLE vulnerability. Specifically, job demands and in idual characteristics were observed to increase FLE vulnerability, conceptualized as an in idual's susceptibility to experience state-based harm. Job resources were seen to minimize FLE susceptibility to vulnerability. FLE vulnerability was also observed to significantly strengthen negative outcomes and decrease positive outcomes. This research addresses calls for greater investigation into how negative events may impact FLE vulnerability. This is achieved by defining FLE vulnerability as a concept which represents one's susceptibility to experience state-based harm as a result of job and/or in idual characteristics. The research also provides greater understanding of the health impairment process within JD-R through the introduction and expanded definition of harm that moves beyond physical considerations to also include emotional and psychological harms. Finally, the research adds to the small body of meta-analytic research in the field of service management.
Publisher: Project MUSE
Date: 2009
Publisher: Cognizant, LLC
Date: 12-2012
DOI: 10.3727/108354212X13531051127429
Abstract: School excursion tourism is a relatively underresearched and poorly understood segment of the tourism industry despite its strong economic potential. this article draws on the leisure constraints theory to examine barriers to overnight school excursions in Australia. A self-completed online survey by 1,314 school excursion decision makers measured the importance of these constraints to overnight school excursions, together with information on the schools' characteristics. the results reveal a four-factor structure instead of a three-factor structure, with structural constraints ided into destination and school-based structural factors. Intrapersonal and interpersonal constraints were also found to be important in undertaking overnight school excursions. Our analysis also revealed that constraints differ based on school characteristics, reconfirming that the school market is not a homogenous one. the article concludes with recommendations for destination and attraction managers interested in increasing school excursion visitations.
Publisher: Wiley
Date: 07-2009
DOI: 10.1002/JTR.706
Publisher: Emerald
Date: 08-11-2018
DOI: 10.1108/JOSM-08-2018-0264
Abstract: The purpose of this paper is to introduce the special issue of the Journal of Service Management dedicated to the Thought Leadership in Services Conference held in Brisbane Australia in 2017. The paper also explores the disruptive and transformative role that technology is set to play over the next 30 years. The paper provides a brief summary of the papers within the special issue. The paper also introduces a conceptual framework identifying four quadrants that reflect different combinations of human touch and technology. This framework is used to examine the treatment of technology in the eight papers. While it is clear that technology is having a profound impact on service, and is contributing to major changes within the eight service domains captured by the papers in the special issue there were significant differences observed across the eight papers in the special issue. From the associated discussion, it is clear that the humanistic paradigm is still dominant within services, even though there is strong evidence that a shift is occurring. This paper extends earlier work exploring the infusion of technology within services to highlight the progress from a humanistic paradigm to a technology-centric paradigm.
Publisher: Wiley
Date: 31-03-2011
Publisher: GSE Research Limited
Date: 03-2008
Publisher: IGI Global
Date: 2004
DOI: 10.4018/978-1-59140-138-4.CH006
Abstract: The application of relationship management strategies to the online environment has been met with great enthusiasm. However, research indicates that many of the traditional drivers of effective relationships may need to be re-interpreted when applied in Cyberspace. This chapter proposes an enhanced model for the management of customer relationships (CRM) in an online context. It builds on the traditional strengths of CRM, namely processual efficiency and profitability, to ensure that a greater emphasis is given to the interpersonal nature of relationship development.
Publisher: BMJ
Date: 04-2023
DOI: 10.1136/BMJOPEN-2022-069573
Abstract: Improving the employment of people with disability (PWD) has emerged as a key priority for governments worldwide as a strategy for improving health outcomes through greater economic participation. However, a significant barrier remains the lack of understanding among businesses regarding the requirements for a disability-inclusive workplace. This challenge is particularly salient for small and medium enterprises (SMEs) that lack dedicated human resources to develop supportive organisational cultures. This scoping review will assist smaller businesses in enhancing their capacity to employ PWD by undertaking a synthesis of the factors that will enhance SME capacity to hire and retain PWDs. This protocol uses the six-staged process for scoping reviews proposed by Arksey and O’Malley. This process begins with identifying the scoping review research question (Stage 1) and discussing how studies will be selected (Stage 2). The search will include all English-language articles within Web of Science, Scopus, PsycINFO, PubMed, Cochrane Library, Embase, Medline, EBSCO Global Health and CINAHL since inception. We will also include relevant secondary sources from the grey literature. Following the search process, we will present information on selecting studies for inclusion in the scoping review (Stage 3) and chart the data relating to the included studies (Stage 4). In conclusion, the scoping review protocol will synthesise and report the results (Stage 5) and provide information on consultation with relevant stakeholders during the initial protocol specifications (Stage 6). Since the scoping review methodology aims at synthesising information from available publications, this study does not require ethical approval. We will submit an article reporting the results of the scoping review for publication in a scientific journal, present the findings at relevant conferences and disseminate them as part of future workshops with professionals in disability employment.
Publisher: Springer Science and Business Media LLC
Date: 08-08-2009
Publisher: SAGE Publications
Date: 28-05-2014
Abstract: Travel agents continue to offer traditional services, but as customers migrate to online sales channels, many traditional agencies have added their own online distribution channels. This study of the attitudes of 114 university students finds that excellence in offline service is associated with a favorable view of an agent’s online presence. Moderating this relationship is the effect of social presence (SP) on the website. That is, the respondents’ view of the website was improved by the availability of live chat or video chat interactions. The effect of SP also interacted with some respondents’ need for human interaction (NHI), although that effect was not strong. The study used a novel comic-strip format to depict the process of purchasing airline tickets and hotel accommodations with three treatments: offline, online with weak SP, and online with strong SP. The study compared the attitudes toward an agency’s online channel based on its in-person service quality, as moderated by the website’s SP and the respondents’ NHI.
Publisher: Emerald
Date: 04-09-2017
DOI: 10.1108/IJBM-08-2016-0111
Abstract: Bank customers’ perceptions of service quality and service image of Islamic banks may differ from those of conventional banks. The purpose of this paper is to examine the differing perceptions of customers of Islamic and conventional banking systems in an emerging market, which has rarely been addressed and adds to the body of knowledge on this topic. This study also re-examines the SERVQUAL model of customer banking services to measure their impact on customer satisfaction and loyalty. The study uses responses from a randomly drawn s le of 229 customers from conventional banks and 225 customers from Islamic banks operating in Bangladesh using a structured questionnaire. SPSS and structural equation modeling techniques were employed as statistical tools for data analysis. Overall, the examined service quality dimensions wield varying effects on client satisfaction mediated through the perceived image of banking services. Islamic bank customers’ perceptions of the level of reliability, responsiveness, security and reputation were significantly higher than those of conventional banks. This study enhances our understanding of how Islamic banking practices differ from those of conventional banking in terms of service quality and image-related factors. More specifically, the findings of this research explain consumers’ perceived assessment of satisfaction and loyalty in a comparative research setting. No prior studies have addressed the impact of the in idual service quality dimensions on image factors in the context of conventional and Islamic banking in an emerging market, Bangladesh.
Publisher: Institute of Electrical and Electronics Engineers (IEEE)
Date: 09-2010
Publisher: Springer International Publishing
Date: 29-10-2014
Publisher: Public Library of Science (PLoS)
Date: 05-01-2023
DOI: 10.1371/JOURNAL.PONE.0278446
Abstract: There has been limited longitudinal investigation to date into the association between bullying, self-harm, and suicidality in Australia and the impact of specific demographic differences on this relationship. This is despite the continued rise in the incidence of bullying, self-harm, and suicide. As such, the current study draws on data from the Longitudinal Survey of Australian children (LSAC) to examine the association between bullying, self-harm, and suicidality and explore the impact of demographic differences across three bullying related behaviors (being bullied, bullying others and being both bullied and bullying others). The evidence indicates that bully-victims exhibit the highest risk of self-harm and suicidality in Australia. When considering demographic differences, it was identified that females and adolescents aged 16-17-years-of-age had the highest risk of self-harm and suicidality. Further, a direct curvilinear relationship between age and the categories of self-harm was identified with an inflection point around 16–17 years. The study supports the need for further investigation into the association between bullying, self-harm, and suicidality longitudinally with a particular focus on other moderators.
Publisher: MDPI AG
Date: 06-10-2022
DOI: 10.3390/SU141912718
Abstract: This paper examines corporate social responsibility (CSR) practices among travel agents and tour operators within the Australia–China tourism supply chain. A sequential, exploratory mixed-methods approach was employed, combining key-informant interviews with a reduced form of discrete choice analysis—best-worst scaling. The findings highlight that while Australian and Chinese travel intermediaries differed significantly in terms of their preferences regarding the different CSR factors, they were unanimous in regard to their belief that commitment to CSR was critical to firm performance. The research also reports universal support for a partial-mediating relationship, suggesting that firm performance is enhanced by strong alignment in the CSR orientation of supply chain intermediaries. This finding reinforces the inter-dependent nature of tourism supply chains, emphasizing that firms and society can benefit from supply chain partners working more closely together.
Publisher: Wiley
Date: 06-2011
Publisher: IEEE
Date: 05-2019
Publisher: Emerald
Date: 22-09-2017
DOI: 10.1108/JOSM-01-2017-0020
Abstract: In providing a fine-grained analysis of public service management, the purpose of this paper is to make an important contribution to furthering research in service management, a body of literature that has tended to regard public services as homogenous or to neglect the context altogether. Integrating public management and service management literatures, the past and present of public service management are discussed. Future directions for the field are outlined drawing on a service-dominant approach that has the potential to transform public services. Invited commentaries augment the review. The review presents the Public Service Network Framework to capture the public value network in its abstraction and conceptualizes how value is created in public services. The study identifies current shortcomings in the field and offers a series of directions for future research where service management theory can contribute greatly. The review encourages service management research to examine the dynamic, erse, and complex nature of public services and to recognize the importance of this context. The review calls for an interdisciplinary public service management community to develop, and to assist public managers in leveraging service logic. The review positions service research in the public sector, makes explicit the role of complex networks in value creation, argues for wider engagement with public service management, and offers future research directions to advance public service management research.
Publisher: Informa UK Limited
Date: 03-09-2018
Publisher: Informa UK Limited
Date: 04-09-2019
DOI: 10.1080/17457300.2019.1660376
Abstract: Suicides on railway systems remain a significant concern world-wide. Understanding patterns of pre-crash behaviour, whether jumping, lying or wandering on tracks, is important for the design of preventative measures, yet prior studies have reported ergent patterns of behaviour. This study tested the hypothesis that higher standards of corridor fencing reduce the proportion of train suicides in the non-jumping category. Data was analyzed as a natural experiment for 171 cases of apparent railway suicides in New South Wales (NSW) for the period 2011-2018. Results were congruent with the hypothesis. A higher level of corridor fencing in metropolitan Sydney was associated with a lower proportion in the non-jumping category (33%) compared with regional areas (74%). The article contributes by showing that: (i) fencing appears to lead to a reduction in some types of rail suicides and thus (ii) contributes to a lower overall rate of suicide by train and (iii) even with fencing, the non-jumping incidents warrant attention for appropriate countermeasures.
Publisher: BMJ
Date: 03-2023
DOI: 10.1136/BMJOPEN-2022-070460
Abstract: Governments worldwide are committed to reducing the prevalence of peer-to-peer online trolling. The practice of peer-to-peer online trolling, which is broadly defined as where a user intends to cause disruption or conflict online for their own amusement or advantage, is a widespread pervasive and damaging behavior, affecting over one-third of all social media users. There remains, however, a substantial barrier to addressing this behaviour due to a lack of understanding of peer-to-peer online trolling and its unique psychopathology that distinguishes it from other forms of peer-to-peer online abuse such as cyberbullying and flaming, as well as the primary information technology approach used to investigate trolling. Providing a synthesis of peer-to-peer online trolling research will assist organisations, governments and educators in addressing this deviant behaviour online. This protocol follows the six-stage scoping review process proposed by Arksey and O’Malley. Identifying the scoping review research question (stage 1) is followed by discussion on how studies will be selected (stage 2). We then discuss how we will determine which studies will be included in the scoping review (stage 3), as well as chart the data involved for each study included (stage 4). In stage 5, the scoping review protocol gathers, synthesises and reports the results, and consults with stakeholders about the initial protocol specifications (stage 6). As the scoping review methodology focuses on incorporating information from available publications, ethical approval is not required. An article summarising the scoping review results will be submitted for publication to a journal, presented at appropriate conferences and disseminated as part of future workshops with professionals and educators involved in reducing online trolling.
Start Date: 2018
End Date: 2020
Funder: Australian Research Council
View Funded ActivityStart Date: 2021
End Date: 2025
Funder: Australian Research Council
View Funded ActivityStart Date: 2012
End Date: 2014
Funder: Australian Research Council
View Funded ActivityStart Date: 2016
End Date: 2018
Funder: Australian Research Council
View Funded ActivityStart Date: 2012
End Date: 2015
Funder: Australian Research Council
View Funded ActivityStart Date: 2010
End Date: 2012
Funder: Australian Research Council
View Funded ActivityStart Date: 2020
End Date: 2021
Funder: National Health and Medical Research Council
View Funded ActivityStart Date: 2013
End Date: 2016
Funder: Australian Research Council
View Funded Activity