A Protocol for Customer Relationship Management Implementation and Evaluation. In 2001, companies worldwide invested US$20 billion (US$125 billion by 2004) in Customer Relationship Management (CRM). Despite the magnitude of this investment, the general consensus among practitioners is that most CRM systems have failed to live up to expectations. This is somewhat alarming, given that the theoretical underpinnings of relationship management are both well developed and intuitively sound. This pr ....A Protocol for Customer Relationship Management Implementation and Evaluation. In 2001, companies worldwide invested US$20 billion (US$125 billion by 2004) in Customer Relationship Management (CRM). Despite the magnitude of this investment, the general consensus among practitioners is that most CRM systems have failed to live up to expectations. This is somewhat alarming, given that the theoretical underpinnings of relationship management are both well developed and intuitively sound. This project investigates the contradiction between relationship theory and CRM practice. It will identify and synthesise critical factors in the success or failure of attempts to implement CRM as a preliminary stage to developing a protocol for successful CRM implementation and evaluation.Read moreRead less
New methods for analysing marketing Databases in the age of digital media. This is a time of enormous and rapid change in many areas of Australian business due to the introduction and widespread dissemination of digital media. It has resulted in the accumulation of large integrated databases of customer information and their transactions. Firms in all countries, particularly those challenged by distance and size, like Australia, are now seeking to find ways to make better use of their voluminous ....New methods for analysing marketing Databases in the age of digital media. This is a time of enormous and rapid change in many areas of Australian business due to the introduction and widespread dissemination of digital media. It has resulted in the accumulation of large integrated databases of customer information and their transactions. Firms in all countries, particularly those challenged by distance and size, like Australia, are now seeking to find ways to make better use of their voluminous information so as to make efficiency gains in their business processes, strategic decision-making and customer relationship management. Our project aims to contribute to the ARC priority research goal of smart information use by developing new methodologies for the analysis of these large integrated databases.Read moreRead less
A Framework for Software Component Conformance Testing. This research aims to establish a framework - a method, set of tools and business process - within which Commercial-off-the-shelf (COTS) software components can be tested for conformance to client user requirements. There currently exists no general method for validating COTS components without access to source code. We will ?wrap? components in human readable and executable requirements specifications that will be the basis for: client/s ....A Framework for Software Component Conformance Testing. This research aims to establish a framework - a method, set of tools and business process - within which Commercial-off-the-shelf (COTS) software components can be tested for conformance to client user requirements. There currently exists no general method for validating COTS components without access to source code. We will ?wrap? components in human readable and executable requirements specifications that will be the basis for: client/supplier negotiation about component functionality; generating conformance test cases; documentation for integration testing; advertising component capabilities. Outcome: a universally applicable component conformance framework directly beneficial to SMEs, and supporting the development of a robust component marketplace.Read moreRead less
Branding Cities on the West Pacific Rim: Cinematic Traditions and Tourism Marketing Strategies in Hong Kong, Shanghai and Sydney. This innovative project emphasises brand-building as a part of visual culture, and cinema as a contributory influence to marketing decisions. It will produce a landmark study of media synergies in the contemporary world. It compares cinematic traditions and tourism marketing in cosmopolitan cities in the Australiasian region. The comparison, based on archival analysis ....Branding Cities on the West Pacific Rim: Cinematic Traditions and Tourism Marketing Strategies in Hong Kong, Shanghai and Sydney. This innovative project emphasises brand-building as a part of visual culture, and cinema as a contributory influence to marketing decisions. It will produce a landmark study of media synergies in the contemporary world. It compares cinematic traditions and tourism marketing in cosmopolitan cities in the Australiasian region. The comparison, based on archival analysis and on interviews with producers, policy makers, and consumers, will determine whether images of the city converge or compete in business practice and cultural production. The research complements recent major Australian initiatives to re-evaluate creativity in the media.Read moreRead less
Developing a Scalable Infrastructure for Embedded E-Security Incorporating Cryptography and Biometric Authentication. A fundamental flaw in existing embedded e-security technologies is their cryptography-plus-PIN-number infrastructure. This has generated security concerns that have proved a major obstacle to the growth of e-commerce, presently a relatively poor 2% of market share. We aim to design a new infrastructure that can solve this security problem by incorporating cryptography and biomet ....Developing a Scalable Infrastructure for Embedded E-Security Incorporating Cryptography and Biometric Authentication. A fundamental flaw in existing embedded e-security technologies is their cryptography-plus-PIN-number infrastructure. This has generated security concerns that have proved a major obstacle to the growth of e-commerce, presently a relatively poor 2% of market share. We aim to design a new infrastructure that can solve this security problem by incorporating cryptography and biometric authentication into a computing resource limited embedded e-security system. The outcomes of this project will be a set of new cryptosystems, new biometrics processing schemes and new onboard resource allocation schemes that will form the basis for the next generation of embedded systems.Read moreRead less
Mapping argumentation structures to narrative for eCommerce dialogue support. Argumentation theories have proven to be essential for structuring reasoning and the provision of intelligent computer support. However, stilted human - computer interaction limits the effectiveness of argumentation for reasoning support. This research aims to realize a narrative model that, once mapped onto an existing argumentation model will enable users to dialogue with computer systems using story telling metapho ....Mapping argumentation structures to narrative for eCommerce dialogue support. Argumentation theories have proven to be essential for structuring reasoning and the provision of intelligent computer support. However, stilted human - computer interaction limits the effectiveness of argumentation for reasoning support. This research aims to realize a narrative model that, once mapped onto an existing argumentation model will enable users to dialogue with computer systems using story telling metaphors. This will facilitate the adoption of knowledge based support, particularly for e-commerce discourses involving multiple participants. Applied to legal reasoning, this approach has natural application for facilitating just outcomes for residents regardless of geographical location.Read moreRead less
To step-in or to stand-by: Third party responses to abusive supervision. Abusive supervision is costly in Australian organisations. Little is known about the experiences of third parties who are not direct targets of abuse. Indeed, a large percentage of supervisor abuse that is witnessed goes unreported. Using a multi-method approach, this project develops and tests a model that explains third party responses to supervisor abuse. In addition to advancing theory, an evidence-based intervention (i ....To step-in or to stand-by: Third party responses to abusive supervision. Abusive supervision is costly in Australian organisations. Little is known about the experiences of third parties who are not direct targets of abuse. Indeed, a large percentage of supervisor abuse that is witnessed goes unreported. Using a multi-method approach, this project develops and tests a model that explains third party responses to supervisor abuse. In addition to advancing theory, an evidence-based intervention (including an action tool kit) is developed to empower third parties to combat supervisor abuse by engaging in constructive action. Overall, research outcomes will aim to provide actionable insights into what organisations can do to encourage their employees to take a proactive stance against abusive supervision.Read moreRead less
Strengthening Australia’s science workforce. This project aims to study why science, technology, engineering and math (STEM) employees stay or leave jobs. There is a strong economic imperative to retain STEM employees. The Australian Government invests heavily in building the supply of STEM graduates, but STEM workers often leave STEM occupations. This project will use a job embeddedness perspective to clarify why these employees stay or leave. Expected project outputs include an evidence-based ....Strengthening Australia’s science workforce. This project aims to study why science, technology, engineering and math (STEM) employees stay or leave jobs. There is a strong economic imperative to retain STEM employees. The Australian Government invests heavily in building the supply of STEM graduates, but STEM workers often leave STEM occupations. This project will use a job embeddedness perspective to clarify why these employees stay or leave. Expected project outputs include an evidence-based toolkit, online masterclass and an online community of practice to contribute to strengthening Australia’s science and innovation capacity.Read moreRead less
Collective Engagement towards Social Purpose. This project aims to develop knowledge on how to engender collective engagement for a social purpose, such that the collective actions of the group facilitate well-being of the broader community. The project expects to generate new knowledge of how to drive the emergence of engagement from an individual to a collective level, and understand the benefits that can be gained by focusing this engagement on social purpose. Expected outcomes include measur ....Collective Engagement towards Social Purpose. This project aims to develop knowledge on how to engender collective engagement for a social purpose, such that the collective actions of the group facilitate well-being of the broader community. The project expects to generate new knowledge of how to drive the emergence of engagement from an individual to a collective level, and understand the benefits that can be gained by focusing this engagement on social purpose. Expected outcomes include measurement tools, an intervention framework for facilitating collective engagement, and mechanisms for leveraging this engagement for community well-being. This should provide significant benefits within organisations, by enhancing their social impact and facilitating economic growth and job creationRead moreRead less
Testing the integration and differentiation of national employment systems: multinational enterprises in an international comparative context. Multinational enterprises play a leading role in shaping employment practices as their power disproportionately influences the direction of change in managing people. This project, conducted across six countries, enhances our understanding of how these organisations influence and shape the employment practices and systems in host contexts.