Understanding cross-cultural consumer behaviour and implications for effective segmentation, targeting and positioning of Western Australia as a tourism destination. This research extends a model of cross-cultural consumer behaviour suggested by the first CI (Lee, 2000) that provides richer specification of the antecedents of people's actions than previously suggested models. The model will be compared with these models, which have been successful in Western, but less successful in Eastern, cult ....Understanding cross-cultural consumer behaviour and implications for effective segmentation, targeting and positioning of Western Australia as a tourism destination. This research extends a model of cross-cultural consumer behaviour suggested by the first CI (Lee, 2000) that provides richer specification of the antecedents of people's actions than previously suggested models. The model will be compared with these models, which have been successful in Western, but less successful in Eastern, cultures. The model will be tested in the tourism domain to predict intentions and behaviour of potential visitors. Results will be used to improve the effectiveness of Western Australia's tourism marketing. In addition, a method to reduce social desirability bias will be tested, as will two scales measuring aspects of culture. 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