The Impact of Customer-Focused Business Strategies on Organisational Performance in a Professional Service Context. The study poses important new questions about the impact well-established customer marketing approaches, such as value, have, within a professional service environment. It is unclear whether organisations focus on such concepts when developing strategy and, if so, how they use them when formulating strategy and this will be investigated. A second question, which is of academic and ....The Impact of Customer-Focused Business Strategies on Organisational Performance in a Professional Service Context. The study poses important new questions about the impact well-established customer marketing approaches, such as value, have, within a professional service environment. It is unclear whether organisations focus on such concepts when developing strategy and, if so, how they use them when formulating strategy and this will be investigated. A second question, which is of academic and practical importance, is the impact such strategies have on organisational performance, and this will also be examined. Understanding the link between strategy and organisational performance is vital as managers have difficulty assessing the relevance of their marketing activities.Read moreRead less
Advancing knowledge on silence and its impact on errors and safety. Advancing knowledge on silence and its impact on errors and safety. This project will investigate how silence emerges in teams, what sustains it, and how it affects error and safety outcomes. Employees often choose to remain silent about important issues at work, which can have devastating consequences. Although silence is a complex individual phenomenon, there is little knowledge of silence as a collective phenomenon, or how it ....Advancing knowledge on silence and its impact on errors and safety. Advancing knowledge on silence and its impact on errors and safety. This project will investigate how silence emerges in teams, what sustains it, and how it affects error and safety outcomes. Employees often choose to remain silent about important issues at work, which can have devastating consequences. Although silence is a complex individual phenomenon, there is little knowledge of silence as a collective phenomenon, or how it spreads and becomes the norm in teams and organisations. This project will investigate silence using multilevel, longitudinal designs and by testing novel interventions. This research is expected to affect how teams work and communicate effectively to reduce dangerous forms of silence and improve safety.Read moreRead less
An exploration of the development and effectiveness of word-of-mouth communication in financial services markets. Word-of-mouth plays a critical role in marketing. Organisations are continually seeking new ways to achieve competitive advantage and word-of-mouth represents such an opportunity. However, previous research is limited, for example using word-of-mouth intentions to test the outcome of a consumer model. The proposed study, however, addresses not only the factors that lead to word-of-m ....An exploration of the development and effectiveness of word-of-mouth communication in financial services markets. Word-of-mouth plays a critical role in marketing. Organisations are continually seeking new ways to achieve competitive advantage and word-of-mouth represents such an opportunity. However, previous research is limited, for example using word-of-mouth intentions to test the outcome of a consumer model. The proposed study, however, addresses not only the factors that lead to word-of-mouth but also the consequences of word-of-mouth We suggest perceived value is a core contributor to word-of-mouth and will examine the relationship between word-of-mouth development, value perceptions and purchase. The study has key practical implications for service providers, such as our financial service industry partner.Read moreRead less
Building individual and collective proactivity in performance-critical work contexts. This research focuses on mobilising individuals and groups to take charge of their situations and self-initiate positive change. It aims to support proactive workforces that can deliver quality health care and community service because employees think ahead, actively introduce better ways of doing things and make the most of opportunities.
Motivating work teams: An emergence-based process model . With work teams having to undertake more critical and complex tasks, this project aims to develop and evaluate a new process model of team motivation emergence through field studies using varied samples of workers, simulation studies, and computational modelling. The project expects to generate solutions to Australia's declining work engagement by answering calls for research on how to develop team motivation. Expected outcomes include n ....Motivating work teams: An emergence-based process model . With work teams having to undertake more critical and complex tasks, this project aims to develop and evaluate a new process model of team motivation emergence through field studies using varied samples of workers, simulation studies, and computational modelling. The project expects to generate solutions to Australia's declining work engagement by answering calls for research on how to develop team motivation. Expected outcomes include new knowledge of team motivation disseminated through scholarly and practitioner-oriented publications and presentations, as well as practical team assessment and training tools made available to organisations so they can improve team performance.
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Wise proactivity: making the right things happen in the right way. Little is known about how organisations can motivate their staff to make things happen and at the same time prevent misguided and ineffective proactivity. This project focuses on the concept of wise proactivity. The aim is to develop managers who balance interests beyond their own to make the right things happen in the right way.
Designing Human Resource Practices that Promote the Retention of Volunteers. This project aims to examine the effects of human resources practices on the attraction and retention of high-quality volunteers. Volunteers provide essential health and educational services to the Australian population, which makes it important for non-profit organisations to develop effective human resource practices that attract and retain the best people. However, non-profit organisations often struggle to attract a ....Designing Human Resource Practices that Promote the Retention of Volunteers. This project aims to examine the effects of human resources practices on the attraction and retention of high-quality volunteers. Volunteers provide essential health and educational services to the Australian population, which makes it important for non-profit organisations to develop effective human resource practices that attract and retain the best people. However, non-profit organisations often struggle to attract and retain a sufficient number of volunteers. This project will examine the effects of three human resource practices on the thriving and organisational attachment of volunteers using theories of motivation and retention. This knowledge is intended to help governments and non-profit organisations improve on policies and procedures to manage Australia’s volunteer workforce sustainably.Read moreRead less
Next generation Customer Relationship Management (CRM) framework through intelligence and relationships from multiple information sources. In the current competitive times, organisations need to improve their service delivery and customer care processes and provide customised service to customers. This project develops a Customer Relationship Management (CRM) framework that can extract intelligence and relationships from multiple data sources to improve customer management and satisfaction in pu ....Next generation Customer Relationship Management (CRM) framework through intelligence and relationships from multiple information sources. In the current competitive times, organisations need to improve their service delivery and customer care processes and provide customised service to customers. This project develops a Customer Relationship Management (CRM) framework that can extract intelligence and relationships from multiple data sources to improve customer management and satisfaction in public and private organisations.Read moreRead less
Learning Mechanisms and the Development of Dynamic Capabilities within Firms. The project has the following national/community benefits: (1) a more comprehensive study of the specific and unique features of the structure and innovative process operating within a major Australian producer of commodities, (2) a greater understanding of how knowledge can be created and captured in the form of firm-level dynamic capabilities, contributing towards the creation of an effective knowledge and innovation ....Learning Mechanisms and the Development of Dynamic Capabilities within Firms. The project has the following national/community benefits: (1) a more comprehensive study of the specific and unique features of the structure and innovative process operating within a major Australian producer of commodities, (2) a greater understanding of how knowledge can be created and captured in the form of firm-level dynamic capabilities, contributing towards the creation of an effective knowledge and innovation economy, and (3) assisting regional communities by providing specific recommendations for generating learning mechanisms and more importantly, capturing value from learning in terms of process improvement and innovation.Read moreRead less
The link between corporate governance and sustainability: A contingency approach. Australian businesses will experience decreased economic growth, more health issues and fewer international opportunities if sustainability is not addressed. Sustainability is business approach seeking long-term value by embracing opportunities and managing risk from economic, environmental and social developments. This study will provide insight into optimal board structures to oversee performance across economic, ....The link between corporate governance and sustainability: A contingency approach. Australian businesses will experience decreased economic growth, more health issues and fewer international opportunities if sustainability is not addressed. Sustainability is business approach seeking long-term value by embracing opportunities and managing risk from economic, environmental and social developments. This study will provide insight into optimal board structures to oversee performance across economic, environmental and social dimensions. It will also identify the conditions whereby firms can adapt to market transformation, and determine resource reconfigurations that respond to sustainability challenges.Read moreRead less