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
Team processes, identification, and reliable performance: Implementing the Balanced Scorecard in health service teams. The aims of this research are to examine factors that enhance the reliability of performance of health service teams. These teams are required to deliver outcomes with a high degree of consistency and reliability. We draw on social identity theory and research on high reliability organisations (HROs) to identify the factors that contribute to improved reliability in teams. Secon ....Team processes, identification, and reliable performance: Implementing the Balanced Scorecard in health service teams. The aims of this research are to examine factors that enhance the reliability of performance of health service teams. These teams are required to deliver outcomes with a high degree of consistency and reliability. We draw on social identity theory and research on high reliability organisations (HROs) to identify the factors that contribute to improved reliability in teams. Second, we explore whether organisational strategy processes such as the Balanced Scorecard (BSC) infiltrate work processes and influence team outcomes. Our aim is to examine whether the implementation of the BSC interacts with team dynamics to enhance the reliability of performance in teams.Read moreRead less
The New Discipline of Business Coaching? Business coaching combines business planning with facilitation techniques to assist clients in defining and achieving goals. Its recent emergence means its effects on managerial behaviour and organizational performance have not been rigorously researched. We will combine qualitative and quantitative approaches to investigate the craft of business coaching, to demonstrate what is important in business coaching; why it is important, and how it works. We wil ....The New Discipline of Business Coaching? Business coaching combines business planning with facilitation techniques to assist clients in defining and achieving goals. Its recent emergence means its effects on managerial behaviour and organizational performance have not been rigorously researched. We will combine qualitative and quantitative approaches to investigate the craft of business coaching, to demonstrate what is important in business coaching; why it is important, and how it works. We will construct a model for business coaching that systematises best practice in a governance framework of interaction norms, processes and outputs. The research will set standards for this important but institutionally unregulated field of practice.Read moreRead less
Survival of the fittest: The performance of franchised versus independent small business during economic uncertainty and recovery. The contribution of small business to the Australian economy is substantial. There are almost two million small businesses, representing 96% of all businesses in Australia. As the small business sector is Australia's largest employer, providing jobs for 46 percent of the private sector, it is important that they succeed. This research will analyse survival factors d ....Survival of the fittest: The performance of franchised versus independent small business during economic uncertainty and recovery. The contribution of small business to the Australian economy is substantial. There are almost two million small businesses, representing 96% of all businesses in Australia. As the small business sector is Australia's largest employer, providing jobs for 46 percent of the private sector, it is important that they succeed. This research will analyse survival factors during economic uncertainty in order to identify sustainable and enduring success strategies. The study will compare the performance of independently owned and franchised small businesses in both regional and urban communities. Benefits will include improved knowledge about the key factors that drive superior independent and franchised small business performance.Read moreRead less
Discovery Early Career Researcher Award - Grant ID: DE130100840
Funder
Australian Research Council
Funding Amount
$361,952.00
Summary
A theory of strategic goal setting for Australian business firms. This project studies organisational goal determinants and performance. The project addresses a knowledge gap by quantifying the determinants of strategic goals and the relationship of these factors to performance. The outcomes include prescriptive goal setting advice for Australian organisations and knowledge for the global academic community.
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
Serious workplace fraud: How it is sustained and how organisations respond. This project aims to develop knowledge on how serious workplace fraud is sustained by offenders, particularly through thinking patterns and coping mechanisms, and responded to by organisations that are dealing with offenders and modifying control system deficiencies. The project will be a qualitative study, drawing evidence from interviews, with offenders, and with victim organisation representatives, and triangulated wi ....Serious workplace fraud: How it is sustained and how organisations respond. This project aims to develop knowledge on how serious workplace fraud is sustained by offenders, particularly through thinking patterns and coping mechanisms, and responded to by organisations that are dealing with offenders and modifying control system deficiencies. The project will be a qualitative study, drawing evidence from interviews, with offenders, and with victim organisation representatives, and triangulated with available secondary materials such as court reports, media coverage, and internal memoranda and presentations. The project will add to expert knowledge in forensic accounting by developing new typologies of fraud enablers and management control responses, which aim to advance best practice in mitigating serious workplace fraud. The knowledge generated will advance anti-fraud training, forensic accounting, management control system design and standard setting.Read moreRead less
Competition and Collaboration in the Market for Digital Publishing. This is a pioneer, in-depth analysis of the shifting relationships and alliances between key stakeholders in digital publishing, in a context of complexity, rapid technological change and Australian involvement in high value electronic information service markets. Using a multi-staged approach, the project aims to identify the fundamental requirements and expectations of key stakeholders in digital publishing. The outcomes will ....Competition and Collaboration in the Market for Digital Publishing. This is a pioneer, in-depth analysis of the shifting relationships and alliances between key stakeholders in digital publishing, in a context of complexity, rapid technological change and Australian involvement in high value electronic information service markets. Using a multi-staged approach, the project aims to identify the fundamental requirements and expectations of key stakeholders in digital publishing. The outcomes will include an ecological analysis of the digital publishing space and a redefinition of value propositions and business models with practical significance for Australia's participation in the information economy in general, and for the development of the digital publishing industry in particular. Read moreRead less
Organisational Behaviour in the Victoria Police Force. One of the major challenges facing managers in the Victoria Police is to create working environments that provide employees with the best possible chance of achieving organisational objectives. Subsequently, the aim of this project is to investigate a comprehensive model of organisational behaviour that employs the psychological contract approach and an augmented job strain model to predict employee attitudes and behaviour over time. The com ....Organisational Behaviour in the Victoria Police Force. One of the major challenges facing managers in the Victoria Police is to create working environments that provide employees with the best possible chance of achieving organisational objectives. Subsequently, the aim of this project is to investigate a comprehensive model of organisational behaviour that employs the psychological contract approach and an augmented job strain model to predict employee attitudes and behaviour over time. The combined project model goes beyond the typical studies in this field by incorporating cutting-edge issues such as organisational citizenship behaviours. The Victoria Police is highly committed to this project and believes that the successful execution of this project will contribute to its strategic goals.Read moreRead less
Whistling While They Work: Enhancing the Theory and Practice of Internal Witness Management in Public Sector Organisations. The protection of whistleblowers and other internal witnesses to corruption, misconduct and maladministration is a great unsolved problem in public sector governance. Involving 11 integrity institutions, this first national study of internal witness management will describe and compare organisational experience under varying public interest disclosure regimes across the Au ....Whistling While They Work: Enhancing the Theory and Practice of Internal Witness Management in Public Sector Organisations. The protection of whistleblowers and other internal witnesses to corruption, misconduct and maladministration is a great unsolved problem in public sector governance. Involving 11 integrity institutions, this first national study of internal witness management will describe and compare organisational experience under varying public interest disclosure regimes across the Australian public sector. By identifying and promoting current best practice in workplace responses to public interest whistleblowing, the project will use the experience and perceptions of internal witnesses and first- and second-level managers to identify more routine strategies for preventing, reducing and addressing reprisals and other whistleblowing-related conflicts.Read moreRead less