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
An investigation into consumer perspectives on emotional, attitudinal and behavioural loyalty. Attracting and retaining loyal customers is central to the economic viability of organisations. Yet, scholars have not resolved how to define brand loyalty, what contributes to brand loyalty for different services, products and industries over time nor the appropriate application of brand loyalty measures in different contexts. Current conceptualisations overlook the role of emotion and its relations ....An investigation into consumer perspectives on emotional, attitudinal and behavioural loyalty. Attracting and retaining loyal customers is central to the economic viability of organisations. Yet, scholars have not resolved how to define brand loyalty, what contributes to brand loyalty for different services, products and industries over time nor the appropriate application of brand loyalty measures in different contexts. Current conceptualisations overlook the role of emotion and its relationship with the other dimensions of brand loyalty. The proposed project will be the first application of a prototype approach and one of the few studies to use quantitative longitudinal research techniques to further understanding of what brand loyalty is and how it develops.Read moreRead less
Idea Sources for Product Innovation in Australian Frontier Technology: The Case of the Australian IT Industry. The source of new product ideas, and how new ideas are generated, is a research area that is not well understood in the management literature and frontier industries such as information technology. The aim of the proposed study is to identify and compare what idea sources (e.g., competitor sources or customer sources) are most useful for Australian firms to generate breakthrough product ....Idea Sources for Product Innovation in Australian Frontier Technology: The Case of the Australian IT Industry. The source of new product ideas, and how new ideas are generated, is a research area that is not well understood in the management literature and frontier industries such as information technology. The aim of the proposed study is to identify and compare what idea sources (e.g., competitor sources or customer sources) are most useful for Australian firms to generate breakthrough product innovations in frontier industries (in this case the IT industry). It also aims to improve our theoretical understanding of the link between market orientation and innovation sources.Read moreRead less
Understanding civil society activists. The growing role and importance of civil society groups demands an understanding of their philosophical and intellectual underpinnings and who the people are that support their agendas. This project provides a multifaceted picture of the supporters of three critical social causes: environmental sustainability, animal welfare and economic globalisation. Understanding who these people are and what motivates them will give us a better understanding of many o ....Understanding civil society activists. The growing role and importance of civil society groups demands an understanding of their philosophical and intellectual underpinnings and who the people are that support their agendas. This project provides a multifaceted picture of the supporters of three critical social causes: environmental sustainability, animal welfare and economic globalisation. Understanding who these people are and what motivates them will give us a better understanding of many of the drivers of our own economic and social future, thereby helping to strengthen Australia's social and economic fabric.Read moreRead less