To see the other types of publications on this topic, follow the link: Australian Customs Service.
Journal articles on the topic 'Australian Customs Service'
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the top 50 journal articles for your research on the topic 'Australian Customs Service.'
Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.
Browse journal articles on a wide variety of disciplines and organise your bibliography correctly.
1
Roles, Cameron, Michael O’Donnell, and Peter Fairbrother. "The Aftermath of the Global Financial Crisis and Union Strategies in the Australian Public Service." Articles 67, no. 4 (December 5, 2012): 633–53. http://dx.doi.org/10.7202/1013198ar.
Full textAbstract:
Summary The Australian Labor government’s recognition of collective bargaining under its Fair Work Act 2009, and its efficiency drive from late 2011 across the Australian Public Service (APS), presented the Community and Public Sector Union (CPSU) with an opportunity to explore means of union renewal following a decade of conservative governments focused on union exclusion. An expanding budget deficit in 2011 placed considerable financial constraints on Australian government revenue. The Labor government increased the annual “efficiency dividend”, or across the board cuts in funding, from 1.5 per cent in May 2011 to 4 per cent in November 2011 as it attempted to achieve a budget surplus. This placed considerable pressure on agency management to remain within tight constraints on wage increases and to find budget savings, resulting in growing job losses from 2011. There was also considerable central oversight over bargaining outcomes throughout this bargaining round, with the Australian Public Service Commission (APSC) involved at all stages of the agreement-making process, to the frustration of many agencies and the CPSU. Nevertheless, throughout the 2011-12 bargaining round, the CPSU worked with its members to develop creative forms of industrial action, such as one minute stoppages in the Defence department. The union also mobilized an overwhelming majority of APS employees to vote “no” in response to initial offers put by agency managements. In addition, the CPSU focused on winning bargaining concessions in politically sensitive government agencies and then flowing these concessions to other agencies. Typical of this approach were the agreements reached in the Immigration department and Customs agency. Union recruitment activities over 2011 resulted in a substantial rise in membership and enhanced communications with members through workplace meetings, telephone and internet communications, and emails. Such union initiatives highlight the potential for enhanced union capacities and mobilization during a time of growing austerity.
2
Humphrey, Aaron. "Emotion and secrecy in Australian asylum-seeker comics: The politics of visual style." International Journal of Cultural Studies 21, no. 5 (May 3, 2017): 457–85. http://dx.doi.org/10.1177/1367877917702447.
Full textAbstract:
This article examines two online comics about Australia’s policies of detaining asylum seekers, one created by the Australian government’s Customs and Border Protection Service (CBPS), and one published by the experimental journalism site The Global Mail. Through an analysis of the way online readers responded to these comics, this article shows how digital comics use visual style to imply particular kinds of relationships between their authors and their audience, while generating audience engagement through abstracted emotions and narrative gaps. These features have political dimensions, as in the CBPS’s comic, which elides crucial details about the government’s policies while suggesting (but never directly stating) its disregard for the human rights of asylum seekers, while The Global Mail’s comic uses a hand-drawn visual style to generate reader sympathy for the detainees and opposition to the government’s policies. Both comics use visual language to obfuscate key elements about the sources of their messages while also obscuring the voices of the refugees that their images represent.
3
Rae, Ian D. "Elemental Micro-analysis of Organic Compounds: the Australian Experience." Historical Records of Australian Science 27, no. 2 (2016): 116. http://dx.doi.org/10.1071/hr16017.
Full textAbstract:
Combustion methods for elemental analysis developed in Europewere adopted by Australian chemists, some of whom undertook training in the Pregl laboratory in Graz, the centre of microanalytical expertise. Microanalytical services developed slowly at the Universities of Sydney and Melbourne. After World War 2 the University of Melbourne and Australia's Council for Scientific and Industrial Research combined to bring German experts to Australia. One of them, Dr K. W. Zimmermann, headed the Australian Microanalytical Service in Melbourne that met the needs of Australian chemists and some overseas customers for four decades. Zimmermann also trained a chemist from Singapore, Mrs Tong Hee Keong, who returned to establish a microanalytical service there. Smaller facilities continued at some Australian universities but most of these closed as the need for micro analyses waned. Simple analyses could be conducted with modern auto-analyzers, but the use of mass spectroscopy to determine accurate molecular masses could obviate the need for combustion analysis. Two university services remain, and a microanalytical service in New Zealand has served Australian customers in recent years.
4
Hilbers, Julieanne, Abby S. Haynes, and Jennifer G. Kivikko. "Spirituality and health: an exploratory study of hospital patients' perspectives." Australian Health Review 34, no. 1 (2010): 3. http://dx.doi.org/10.1071/ah09655.
Full textAbstract:
The relationship between spirituality/religion and health is receiving increasing academic interest, but few studies have explored the experience of Australians. This paper presents data from an exploratory survey of patients and families in a public teaching hospital in Sydney. The findings show that the majority of hospital service users: •believe there are links between spirituality/religion and health; •believe that rituals and customs can help people when they are sick/suffering; •have valued practices associated with their beliefs; •feel it is helpful for health staff to know their patients’ beliefs; •are willing to be asked about their beliefs; or •want hospital staff to respect and support the beliefs and practices of all patients. Spirituality and religion, and the beliefs and practices associated with them, were found to be eclectic, individualised and evolving in response to life events such as loss and health crises. This paper concludes that a person-centred framework of health practice includes attention to the religious/spiritual dimension of patients and their families. What is known about the topic?There is a rapidly developing body of research that demonstrates an increasing awareness of the important links between religion and health, but is limited in Australian application. What does this paper add?This paper provides contextually relevant qualitative and quantitative data on patient perspectives, including how patients wish to be treated by health staff in relation to their beliefs and practices. The Australian perspective also provides a valuable counterpoint to US-dominated research in the global community. What are the implications for practitioners?The research findings indicate that practitioners need to recognise and respond to the role of religious and spiritual beliefs and practices in patients’ health journeys. The discussion suggests some practical ways of doing this which sit comfortably within the patient-centred approach.
5
Gunawan, Alexius Hendra, Andri Wijaya, and Dellih Wijaya. "Design and Build Customer Complain Applications for Mobile Based MVVM Architecture Method." Tech-E 3, no. 2 (February 26, 2020): 9. http://dx.doi.org/10.31253/te.v3i2.297.
Full textAbstract:
Abstract
PT. DhanaJaya BogaIndo has more than twenty restaurants spread across Jakarta, Surabaya and Australia. At present complaints regarding services and food served are still being done by providing limited criticism and suggestions during operational hours, so employees in the service section always record complaints and suggestions from customers who come to restaurants are accommodated, then convey related to food, service and the environment dirty one. related to customer complaints. Information on customer complaints can be received directly by management, so actions can be taken quickly.
6
Gharib, Padid Akbarzadeh. "The Determination of User Satisfaction with Personal Internet Banking Services in the Context of Australia." Journal of Electronic Commerce in Organizations 14, no. 3 (July 2016): 57–79. http://dx.doi.org/10.4018/jeco.2016070104.
Full textAbstract:
Based on previous studies a theoretical framework of the determinants of an individual's satisfaction using Personal Internet Banking services is formulated incorporating information system success factors complemented by elements of behavioral and environmental uncertainties (multidimensional trust and perceived risk). Data was collected using an online self-administered questionnaire from a sample of 370 users in Australia and analyzed in order to determine the relationships among factors that have significant causal effects on customer satisfaction. The results confirm the importance of some of the factors reported in previous studies but also reveal unreported significant direct and indirect causal effects on customer satisfaction. Practical conclusions provide new perspectives for Australian banks on keeping customers highly satisfied with online banking services, as the main objective of this study.
7
Barr, Trevor. "Whither Netflix ?" Journal of Telecommunications and the Digital Economy 3, no. 2 (July 1, 2015): 12–26. http://dx.doi.org/10.18080/jtde.v3n2.13.
Full textAbstract:
In March 2015 Australia became the 50th country in which US video streaming company Netflix had set up a local operation to supplement its planned global expansion in 200 countries. Newcomers Presto and Stan also joined in to further add to the extraordinary rate of growth of all forms of video traffic in Australia, now over half of Telstra’s Internet business. So who is Netflix, and how well might it expand its business in addition to those customers in Australia who are already using virtual private networks (VPNs) to access and pay for their programmes? The company began as a DVD on-line mail rental service in the US over fifteen years ago, but its management always saw the huge potential to use the Internet as –“direct mail on steroids”– for the on-line delivery of movies to homes. Whilst Netflix commendably offers more choice of programmes for Australian viewers, an examination of its business model could hardly support the notion that the established commercial television networks now face a fundamental existential threat. Nor should the notion of “mass digital connectivity” be taken for granted – not only because Australia still has so far go to reach ubiquity of the connection of homes to high capacity broadband, but also because of the serious lack of affordability of direct user pay services for so many Australians. The most likely future scenario is the on-line streamers will be welcomed by a growing number of paying customers, but as a complementary sector to the strong network television incumbents.
8
Campbell, Ian. "Towards Customer Leadership." Australian Journal of Telecommunications and the Digital Economy 4, no. 4 (January 11, 2017): 133. http://dx.doi.org/10.18080/ajtde.v4n4.69.
Full textAbstract:
Today Australia's telecommunications market is strongly contested. Competitors with highly skilled, experienced and focused marketing teams battle for market position, market share and profit growth.This has not always been so.Telecom Australia was established in 1975 as the government owned national telecommunications carrier. Protected by regulated monopolies for network services and customer premises equipment, Telecom held perhaps 90% of the market. The predominantly engineering culture believed that it only needed a nominal marketing department and no sales force.In 1981 the monopolies were threatened. Telecom decided that it needed a sales force - quickly.This is a brief story of the building of that sales force over the first five years.In a government owned business steeped in the public service culture, strongly influenced by the public service unions and under a Labour government it was a grinding task.After five years the "subscribers" were more widely addressed and treated as "customers" and the sales force was operational. It was to be at least another six years before the sales force made the customers the focus of the business, and the skills, experience, management and culture of the force could match serious competitors in a de-regulated market.
9
Campbell, Ian. "Towards Customer Leadership." Journal of Telecommunications and the Digital Economy 4, no. 4 (January 11, 2017): 133–71. http://dx.doi.org/10.18080/jtde.v4n4.69.
Full textAbstract:
Today Australia's telecommunications market is strongly contested. Competitors with highly skilled, experienced and focused marketing teams battle for market position, market share and profit growth.This has not always been so.Telecom Australia was established in 1975 as the government owned national telecommunications carrier. Protected by regulated monopolies for network services and customer premises equipment, Telecom held perhaps 90% of the market. The predominantly engineering culture believed that it only needed a nominal marketing department and no sales force.In 1981 the monopolies were threatened. Telecom decided that it needed a sales force - quickly.This is a brief story of the building of that sales force over the first five years.In a government owned business steeped in the public service culture, strongly influenced by the public service unions and under a Labour government it was a grinding task.After five years the "subscribers" were more widely addressed and treated as "customers" and the sales force was operational. It was to be at least another six years before the sales force made the customers the focus of the business, and the skills, experience, management and culture of the force could match serious competitors in a de-regulated market.
10
Kam, Booi Hon, and Hernan Riquelme. "An Exploratory Study of Length and Frequency of Internet Banking Usage." Journal of Theoretical and Applied Electronic Commerce Research 2, no. 1 (April 1, 2007): 76–85. http://dx.doi.org/10.3390/jtaer2010007.
Full textAbstract:
The advent of Internet has provided banks an opportunity to reduce costs, increase customer base, and mass customize by delivering their products and services through this medium. A flurry of studies on Internet banking (IB) has since emerged. The majority of these studies, however, have been directed to either IB adoption or IB service quality delivery. With few exceptions, the impact that customer satisfaction with e-banking service qualities has on IB usage remains unexplored. This study examines a sample of Australian IB users based on their frequency and length of usage. The results show that as customers become more acclimatized to IB, they use these services more often. Further, daily and frequent IB users are more pleased with “ease of use” and “aesthetics” and tend to use IB more for electronic fund transfer and foreign exchange transactions than the less frequent users. The findings suggest that banks need to develop more customized services since there are distinct market segments with different banking requirements.
11
Rauyruen, Papassapa, Kenneth E. Miller, and Markus Groth. "B2B services: linking service loyalty and brand equity." Journal of Services Marketing 23, no. 3 (May 22, 2009): 175–86. http://dx.doi.org/10.1108/08876040910955189.
Full textAbstract:
PurposeA significant way of achieving high profitability is to retain existing customers who contribute to the service provider's revenue by continuously purchasing and paying more for products and services and building brand equity to the provider. The main objective of this study is to empirically examine and extend the knowledge underlying the linkage between service loyalty and brand equity performance outcomes in the context of business‐to‐business markets. It aims to develop and empirically test a theoretical model examining the antecedents and the outcomes of service loyalty in a business‐to‐business context. The model also aims to examine the relationship between service loyalty and customer share of wallet and price premium, as well as the links between the proposed antecedents (habitual buying, trust in the service provider, and perceived service quality) and service loyalty.Design/methodology/approachThe theoretical model was empirically tested with a sample of 294 Australian small‐ to medium‐sized enterprises (SMEs), using online and paper‐and‐pencil surveys. Respondents were owners of SMEs, financial controllers, and managers who are decision‐makers in the selection and use of courier service providers for their businesses.FindingsFindings provide support for the theoretical model in linking drivers of service loyalty with two types of loyalty, purchase intentions (i.e. behavioural loyalty) and attitudinal loyalty. Furthermore, the two types of loyalty are differential predictors of brand equity outcomes in that customer share of wallet is mainly driven by purchase intentions, whereas willingness to pay a price premium is mainly driven by attitudinal loyalty.Originality/valueThe paper examines the relationship between service loyalty and willingness to pay a price premium as one key indicator of brand equity.
12
Ajana, Btihaj. "Augmented borders: Big Data and the ethics of immigration control." Journal of Information, Communication and Ethics in Society 13, no. 1 (March 9, 2015): 58–78. http://dx.doi.org/10.1108/jices-01-2014-0005.
Full textAbstract:
Purpose – Investments in the technologies of borders and their securitisation continue to be a focal point for many governments across the globe. This paper is concerned with a particular example of such technologies, namely, “Big Data” analytics. In the past two years, the technology of Big Data has gained a remarkable popularity within a variety of sectors, ranging from business and government to scientific and research fields. While Big Data techniques are often extolled as the next frontier for innovation and productivity, they are also raising many ethical and political issues. The aim of this paper is to consider some of these issues and provide a critical reflection on the implications of using Big Data for the governance of borders. Design/methodology/approach – The author draws on the example of the new Big Data solution recently developed by IBM for the Australian Customs and Border Protection Service. The system, which relies on data collected from Passenger Name Records, aims to facilitate and automate mechanisms of profiling enable the identification of “high-risk” travellers. It is argued that the use of such Big Data techniques risks augmenting the function and intensity of borders. Findings – The main concerns addressed here revolve around three key elements, namely, the problem of categorisation, the projective and predictive nature of Big Data techniques and their approach to the future and the implications of Big Data on understandings and practices of identity. Originality/value – By exploring these issues, the paper aims to contribute to the debates on the impact of information and communications technology-based surveillance in border management.
13
Wong, Amy. "The role of emotional satisfaction in service encounters." Managing Service Quality: An International Journal 14, no. 5 (October 1, 2004): 365–76. http://dx.doi.org/10.1108/09604520410557976.
Full textAbstract:
This paper empirically examined the role of emotional satisfaction in service encounters. Specifically, this study seeks to: investigate the relationship between emotional satisfaction and key concepts, such as service quality, customer loyalty, and relationship quality, and clarify the role of emotional satisfaction in predicting customer loyalty and relationship quality. In doing so, this study used the relationship between emotional satisfaction, service quality, customer loyalty, and relationship quality as a context, as well as data from a sample survey of 1,261 Australian retail customers concerning their evaluation of their shopping experiences to address this issue. The results show that service quality is positively associated with emotional satisfaction, which is positively associated with both customer loyalty and relationship quality. Further investigations showed that customers' feelings of enjoyment serve as the best predictor of customer loyalty, while feelings of happiness serve as the best predictor of relationship quality. The findings imply the need for a service firm to strategically leverage on the key antecedents of customer loyalty and relationship quality in its pursuit of customer retention and long‐term profitability.
14
Richardson, Paul, and Peter Weill. "Telstra's National Telemarketing Centre." Journal of Information Technology 14, no. 3 (September 1999): 217–34. http://dx.doi.org/10.1177/026839629901400302.
Full textAbstract:
Telstra – until recently Australia's only telecommunications carrier – is internationally recognized within the industry for providing a world-class telecommunications service to a highly dispersed and isolated population under challenging environmental conditions. In 1990, the Australian Government announced that it would end Telstra's monopoly and move towards a deregulated telecommunications industry. The first step was a competitive duopoly and, in 1991–1992, a private carrier – Optus Communications – became Telstra's first competitor in the Australian market-place. On 1 July 1997 the industry was fully deregulated. Over this period, Telstra has undergone enormous changes – none of which is more dramatic than the shift from an engineering-driven organization, to one with a marketing focus. The shift in emphasis from engineering to marketing is clearly reflected by the establishment of Telstra's National Telemarketing Centre (NTC). Though originally created in response to deregulation and the threat of its first competitor, the NTC has grown to become a major national marketing channel for Telstra, as well as providing national customer and product support services. This case examines the function of the NTC within Telstra, the role of technology at the NTC and the way call centres affect organizational flexibility and change the relationship between Telstra and its customers.
15
Scerri, Moira, and Renu Agarwal. "Service enterprise productivity in action: measuring service productivity." Journal of Service Theory and Practice 28, no. 4 (July 9, 2018): 524–51. http://dx.doi.org/10.1108/jstp-06-2017-0104.
Full textAbstract:
Purpose The purpose of this paper is to measure service productivity using the Service Enterprise Productivity in Action (SEPIA) model. The research operationalises only one of the five stakeholder groups, the customer interface which incorporates service complexity (SC), customer interactions, customer channel, customer loyalty (CL) (new) as inputs, and CL (referred and repeat) and willingness to pay as output measures. Design/methodology/approach The research extends our understanding of existing service productivity models with the development of the SEPIA model. Data were collected from 14 organisations operating in the Australian travel and tourism industry, which was analysed using a data envelopment analysis input oriented variable return to scale method as applied to the SEPIA model customer interface. Findings Four key findings from the research include: customer choice and their ability to pay is a determinant of service productivity; service productivity is a two stage process when measured; SC is not categorical; and quality business systems do impact service productivity. Research limitations/implications A limitation of this research is that only one (customer) of the five key stakeholders, customer, employee, manager, supplier and shareholder, was operationalised in this research paper. Practical implications The operationalisation of the SEPIA customer interface using transactional data and measuring non-financial, intangible factors of productivity provide managers with insights on what services to offer, when to invest in or promote the use of technology and whether to spend marketing effort on customer acquisition or customer retention. Originality/value The SEPIA model positions service firms within a social and service value network and provides a range of customer measures that extend the current capital (K), labour (L), energy (E), materials (M) and service (S), KLEMS measure of productivity and can be used to show the impact customers have on service productivity.
16
Martin, Nigel, and John Rice. "Evaluating and Designing Electronic Government for the Future." International Journal of Electronic Government Research 7, no. 3 (July 2011): 38–56. http://dx.doi.org/10.4018/jegr.2011070103.
Full textAbstract:
This paper uses data from a program of customer interviews and focus group research conducted by the Australian government to develop an electronic services evaluation and design framework. A proven theory building approach has been used to develop and confirm the various components of electronic government (e-government) use and satisfaction from original government studies conducted in Australia and to create the new evaluation framework. Building on the extant e-government literature, the reintroduction of the original data into the framework yielded some emergent observations and insights for future e-government design, including the somewhat paradoxical importance of human contacts and interactions in electronic channels, service efficiency and process factors that impinge on customer satisfaction and dissatisfaction, and a potential growth trajectory for telephony based e-government for older segments of the community.
17
Charla Griffy-Brown, Mark Chun, and Harvey Koeppel. "Using Customer-Facing Technology to Create New Business Value: Insight From the Public and Private Sector into the Changing Value Equation." Journal of Technology Management for Growing Economies 2, no. 2 (October 25, 2011): 21–33. http://dx.doi.org/10.15415/jtmge.2011.22008.
Full textAbstract:
The objective of this research was to address two main questions regarding self-service and the changing value equation: Has the self-service value equation changed in the current downturn? How can organizations leverage information systems and customer facing technology to create new value for customers and even attract more customers? Qualitative data collection and analysis of in depth interviews of public and private sector organizations in the US and Australia were conducted from 2007-2010. To ensure accuracy and to promote triangulation, notes from interviews were transcribed, reviewed and verified by key actors in order to increase the reliability of the study (Yin, 1994). The data was coded following the methods described by Yin (1994) and Miles and Huberman (1984). Nvivo software was used for this analysis. Some organizations within the public and private sectors are surviving the economic downturn by leveraging technology to do “more with less” in order to deliver better services to customers. This has been achieved by identifying what costumers value most in order to ensure loyalty: choice, control and convenience. These organizations are particularly focusing on “customer loyalty” and “customer delight” as metrics for success. Many organizations both public and private are struggling with the challenge of identifying value, coupling that with technology strategy and delivering value. This case research provides policy makers and business practitioners with practical insight into value creation for customers or citizens using customer-facing technology.
18
van Tonder, Estelle, Stephen G. Saunders, and Leon T. de Beer. "A simplified approach to understanding customer support and help during self-service encounters." International Journal of Quality & Reliability Management 37, no. 4 (February 28, 2020): 609–34. http://dx.doi.org/10.1108/ijqrm-06-2019-0198.
Full textAbstract:
PurposeIn the absence of direct employee involvement, customers sharing knowledge and know-how with other customers during self-service encounters is key for promoting service quality. This study assessed the extent to which customer support and help during self-service encounters could simply be explained by multiple motivations of the social exchange theory.Design/methodology/approachA survey approach was followed. The model was tested among 258 electronic banking customers in South Africa and later cross-validated among 253 electronic banking customers in Australia. Multi-group confirmatory factor analysis with country as the grouping variable, latent variable modelling and indirect tests were performed to assess interrelationships among diverse factors that may contribute to customer support and help during self-service encounters, as accounted for by motivations of the social exchange theory.FindingsAdequate model fit was obtained for the combined structural model, which was based on the invariant model. Value contribution and competence affirmation, pleasure derived from helping, reciprocity and reputation enhancement are relevant motivations of the social exchange theory that may impact customer support and help through knowledge sharing.Research implicationsThe study provides a simplified and more cohesive explanation of customers' motivations for engaging in customer support and helping behaviours during self-service encounters.Practical implicationsService providers seeking guidance on knowledge sharing among customers, which may lead to greater service quality, should benefit from this research.Originality/valueThe findings contribute to greater understanding of social exchanges by customers who provide support and help to other customers during self-service encounters, and that ultimately may affect service quality.
19
Sharma, Piyush, Zhan Wu, and Yong Su. "Role of personal cultural orientations in intercultural service encounters." Journal of Services Marketing 30, no. 2 (April 11, 2016): 223–37. http://dx.doi.org/10.1108/jsm-01-2015-0034.
Full textAbstract:
Purpose The purpose of this paper is to address a long-standing gap in current research on intercultural service encounters, by exploring the direct and indirect roles of four personal cultural orientations (PCOs) [independence, interdependence (INT), risk aversion (RSK) and ambiguity intolerance (AMB)]. Design/methodology/approach A 2 × 2 between-subjects experimental design with customers in two countries (Australia and China) using scenarios to manipulate service outcome (failure or success) and photos of foreigners as customer or employee to prime perceived cultural distance (PCD). Findings Customers with higher (vs lower) independence perceive greater interaction comfort, service quality and satisfaction (SAT) and are affected to a lesser extent by PCD and service outcome, but those with higher (vs lower) RSK or AMB perceive lower interaction comfort, service quality and SAT and are affected more strongly by PCD and service outcome. Research limitations/implications The authors used an “experimental” design with “imaginary” service scenarios to collect data in “two” countries using “four” PCOs for greater control in this paper, but all of these choices may restrict the generalizability of the findings. Practical implications Service managers need to look beyond visible cultural differences, such as ethnicity, nationality and language, and focus more on the invisible cultural differences in customs, values and norms, as reflected by the four PCOs in this paper. Originality/value The authors extend prior research on intercultural service encounters by exploring the moderating effects of PCOs on the influence of service outcome and PCD on interaction comfort, service quality and SAT.
20
Townsend, Michelle. "Educational outcomes of children on guardianship or custody orders: A pilot study: Australian Institute of Health and Welfare." Children Australia 32, no. 3 (2007): 4–5. http://dx.doi.org/10.1017/s1035077200011603.
Full textAbstract:
The Australian Institute of Health and Welfare (AIHW) has recently released a report on the educational outcomes for children and young people on guardianship or custody orders. This report, four years in the making, represents one of the first comprehensive Australian assessments based on educational performance data from multiple jurisdictions for children on guardianship or custody orders. Developed for the National Child Protection and Support Services data group, the study was funded by the Community and Disability Services Ministers’ Advisory Council (AIHW 2007).This pilot study examines how children on guardianship/custody orders are performing compared with all Australian children in education department-based testing for reading and numeracy in years 3, 5 and 7. Mean test scores were examined in addition to the achievement of national benchmarks for reading and numeracy. These nationally agreed benchmarks are designed to assess whether children have achieved the minimum standards for years 3, 5 and 7 (AIHW 2007). Data on 895 children on guardianship or custody orders were collected from five jurisdictions - Queensland, Victoria, South Australia, Tasmania and the Australian Capital Territory - for August 2003 (AIHW 2007). The data were linked through collaborative efforts by state and territory education and community services departments.
21
Kohlborn, Thomas, Axel Korthaus, Christoph Peters, and Erwin Fielt. "A Comparative Study of Governmental One-Stop Portals for Public Service Delivery." International Journal of Intelligent Information Technologies 9, no. 3 (July 2013): 1–19. http://dx.doi.org/10.4018/jiit.2013070101.
Full textAbstract:
The continuing need for governments to radically improve the delivery of public services has led to a new, holistic government reform strategy labeled “Transformational Government” that strongly emphasizes customer-centricity. Attention has turned to online portals as a cost effective front-end to deliver services and engage customers as well as to the corresponding organizational approaches for the back-end to decouple the service interface from the departmental structures. The research presented in this paper makes three contributions: Firstly, a systematic literature review of approaches to the evaluation of online portal models in the public sector is presented. Secondly, the findings of a usability study comparing the online presences of the Queensland Government, the UK Government and the South Australian Government are reported and the relative strengths and weaknesses of the different approaches are discussed. And thirdly, the limitations of the usability study in the context of a broader “Transformational Government” approach are identified and service bundling is suggested as an innovative solution to further improve online service delivery.
22
Elgahwash, Fouad Omran, and Mark Bruce Freeman. "Self-Service Technology Banking Preferences." International Journal of Intelligent Information Technologies 9, no. 2 (April 2013): 7–20. http://dx.doi.org/10.4018/jiit.2013040102.
Full textAbstract:
Technology-enabled banking services are currently being implemented in developing countries. This research examines how citizens of developing countries adapt to these changes in their banking services. Technological expansion has been occurring in the Arabic region since the 1980s; however, the focus has been on trade and services offered by industries. The banking sector is an information intensive industry and should be at the forefront of advanced use of Information and Communication Technologies (ICTs). The banking sector has started to utilize technology-enabled services through the Internet and mobile devices, with the goal of improving customer relationships by empowering customers. One common trend is increasing the use of self-service technologies, which are facilitated by ICTs. This study discusses how Libyan banks should focus their technology strategies to relate to customers, reduce costs and improve services, achieved through the use of a survey completed by customers who have become accustomed to technology-enabled banking services in the developed world. The current availability of technology-enabled banking services in Libya is limited. This paper presents a comparative review of the use of technology-enabled banking services by Libyans when they are in Libya and whilst they are in Australia (a foreign developed country where Libyans are furthering their education).
23
SIMON, ALAN. "VALUE-ADDED APPROACH TO CORPORATE MANAGEMENT: QUALITY MANAGEMENT PRACTICES IN THE AUSTRALIAN BUSINESS SERVICE INDUSTRY." Journal of Enterprising Culture 03, no. 04 (December 1995): 427–43. http://dx.doi.org/10.1142/s0218495895000222.
Full textAbstract:
A survey was conducted in 1993 on the Chief Executive Officers of large Australian companies such as finance companies, advertising agencies and suppliers of software that provide a service to businesses. The aim of the study was to survey the nature and extent of quality management practices with special reference to inhouse care in these organisations. Questionnaires were sent to 428 companies and 219 (51 per cent) responded. CEOs considered an ability to bring out the best in, motivate and communicate with internal customers (the staff) to be important principles of good management. More than two thirds of the responding companies had quality management practices, usually Total Quality Management, in place. However, only 54% had a mechanism in their companies for formally recording complaints made by external customers. Despite the fact that nearly all the CEOs agreed that they should be concerned with providing a good service to external and internal customers, only about half said they conduct formal customer and/or staff satisfaction surveys. Most important, a statistically significant relationship was found between profitability and the conducting of external customer satisfaction surveys. There was also a relationship between profitability and whether or not firms formally registered customers' complaints.
24
Speers, A., S. Burn, D. Hatton MacDonald, M. Young, and G. Syme. "Setting and evaluating customer service standards." Water Supply 3, no. 1-2 (March 1, 2003): 381–88. http://dx.doi.org/10.2166/ws.2003.0128.
Full textAbstract:
The Australian urban water industry has been substantially reformed over the past 20 years. Critical amongst these reforms has been the separation of operational and regulatory responsibilities. Under these arrangements the performance standards expected of water companies are specified by independent regulatory bodies or governments, and codified. Both regulators and water service providers have an interest in ensuring that regulatory standards are efficient and meet customer expectations, particularly as such standards can greatly affect the industry’s capital expenditure. A project has therefore been initiated to develop a framework for setting standards that are economically efficient, taking into account customer preferences. The project included development of methods to: identify customer preferences and means by which they would be measured;identify and evaluate the whole life cost of meeting standards for water continuity;value customers’ preferences, measure social costs associated with water interruptions and construct the overall cost benefit framework. Water system continuity was the service chosen for testing the methodologies developed. We conclude that a viable methodological framework for setting customer service standards can be developed.
25
Patterson, Paul. "Bringing a Client Focus to International Marketing: A Change Management Case Study." Journal of Management & Organization 6, no. 2 (March 2000): 44–55. http://dx.doi.org/10.1017/s1833367200005411.
Full textAbstract:
AbstractConsumers the world over are becoming more homogeneous thanks to the unifying forces of travel, media, technology, information transfer and the like. Furthermore, today customers have higher expectations than ever before regarding the quality of service they should receive from a wide range of service organisations (professional as well as non-professional). As customers are increasingly exposed to world best practice in a wide range of service industries, expectations spiral upwards. Slow, discourteous, unresponsive and unprofessional service will no longer be tolerated - but especially when the service is highly customised, complex, costly and high involvement, professional service.Few, if any, studies have examined service quality issues for professional services in an international context. Hence, this case study documents the problems experienced by the Australian Trade Commission's (Austrade) Bangkok, Thailand Post in providing a level of service consistent with clients' (and senior managements') expectations, the steps taken to overcome these long standing service quality shortcomings, as well as the key lessons to be learnt from the process. Today Austrade provides a professional consulting service and thus possesses similar characteristics to many professional service firms (project management, engineering consulting, general management consulting, etc.) and thus the lessons from this successful change management program may be generalisable to other professional services. Furthermore, the lessons should prove invaluable for Australian firms operating in South-East Asia staffed by expatriates and local nationals.
26
Patterson, Paul. "Bringing a Client Focus to International Marketing: A Change Management Case Study." Journal of the Australian and New Zealand Academy of Management 6, no. 2 (March 2000): 44–55. http://dx.doi.org/10.5172/jmo.2000.6.2.44.
Full textAbstract:
AbstractConsumers the world over are becoming more homogeneous thanks to the unifying forces of travel, media, technology, information transfer and the like. Furthermore, today customers have higher expectations than ever before regarding the quality of service they should receive from a wide range of service organisations (professional as well as non-professional). As customers are increasingly exposed to world best practice in a wide range of service industries, expectations spiral upwards. Slow, discourteous, unresponsive and unprofessional service will no longer be tolerated - but especially when the service is highly customised, complex, costly and high involvement, professional service.Few, if any, studies have examined service quality issues for professional services in an international context. Hence, this case study documents the problems experienced by the Australian Trade Commission's (Austrade) Bangkok, Thailand Post in providing a level of service consistent with clients' (and senior managements') expectations, the steps taken to overcome these long standing service quality shortcomings, as well as the key lessons to be learnt from the process. Today Austrade provides a professional consulting service and thus possesses similar characteristics to many professional service firms (project management, engineering consulting, general management consulting, etc.) and thus the lessons from this successful change management program may be generalisable to other professional services. Furthermore, the lessons should prove invaluable for Australian firms operating in South-East Asia staffed by expatriates and local nationals.
27
Howat, Gary, Gary Crilley, Susan Mikilewicz, Scott Edgecombe, Heather March, Duncan Murray, and Barry Bell. "Service Quality, Customer Satisfaction and Behavioural Intentions of Australian Aquatic Centre Customers, 1999–2001." Annals of Leisure Research 5, no. 1 (January 2002): 51–64. http://dx.doi.org/10.1080/11745398.2002.10600898.
Full text
28
Ahsan, Kamrul, and Shams Rahman. "An investigation into critical service determinants of customer to business (C2B) type product returns in retail firms." International Journal of Physical Distribution & Logistics Management 46, no. 6/7 (July 4, 2016): 606–33. http://dx.doi.org/10.1108/ijpdlm-09-2015-0235.
Full textAbstract:
Purpose – In spite of regular occurrence of product returns, research into determinants of returns services in retail businesses is still limited. To fill the gap, the purpose of this paper is to investigate critical determinants of customer to business type product returns services in the retail industry. Design/methodology/approach – The authors develop a framework of product returns services that consists of three major service categories and 16 returns service determinants. The criticality of the determinants of product returns management are assessed employing the analytic hierarchy process (AHP) based multi-criteria decision-making approach. Under AHP set up the authors interview retail operations managers of major retail firms in Australia to identify critical determinants of product returns services. Findings – Results indicate that the most important returns services dimensions are the way in which returns services are handled through interaction, and the outcome of service delivery. The top five critical service determinants of product returns are related to: communication support service for customer, money back for any type of returns, customer support access, user-friendly interaction, and product replacement. Originality/value – The findings of the study can be considered by senior managers of retail firms as a reference guide for designing efficient and effective returns service systems and developing strategies for competitive advantage through product returns, namely, customer retention.
29
Jing, Fenwick Feng. "Leadership paradigms and performance in small service firms." Journal of Management & Organization 24, no. 3 (July 31, 2017): 339–58. http://dx.doi.org/10.1017/jmo.2017.44.
Full textAbstract:
AbstractThe effects of employee-perceived leadership paradigms on multiple measures of firm performance collected from managers and customers in small businesses were examined. Four leadership paradigms operating in Australian retail pharmacies were assessed against six performance measures – financial outcomes, staff and customer satisfaction, productivity, retaining staff, and manager retention. Structural equation modeling, regression, and analysis of variance were employed to test the hypotheses. Predictions that firms characterized by visionary and organic/distributed leadership would outperform those using classical and transactional leadership were supported on all measures. Furthermore, the emerging organic leadership paradigm outperformed the others on every measure.
30
Crone, Gary, Lorraine Carey, and Peter Dowling. "Calling on Compensation in Australian Call Centres." Journal of Management & Organization 9, no. 3 (January 2003): 62–76. http://dx.doi.org/10.1017/s1833367200004715.
Full textAbstract:
ABSTRACTWhile there is a growing body of research on telephone call centre management in the U.K. and the U.S.A., empirical studies in Australia are at an embryonic stage. To date, most of the studies have focussed on the management of employee performance. The principal aim of this study was to provide data on current compensation practices in Australian call centres and to determine the extent of their strategic and best-practice orientation. A second aim was to explore whether the strategic management of compensation can help to balance the tension between commitment to customer service and commitment to employee motivation.Using data collected through a mail questionnaire survey of telephone call centres operating in a range of industries in Australia, the paper explores the effect of compensation practices on employee performance, absenteeism and turnover. Following a review of the literature on call centre management and the literature on compensation strategies, the findings are presented. Key findings include: a) a significant negative correlation between annual salary and the number of calls handled by full-time customer service representatives (CSRs); b) a significant positive correlation between casual CSRs' pay rates and turnover; c) a significant negative correlation between full-time CSRs' pay and absenteeism; d) a highly significant difference between the compensation strategies currently practiced in Australian call centres and the strategies call centre managers think should be practiced and e) Australian call centre managers report their compensation strategies are not very effective in increasing performance or employee satisfaction.
31
Crone, Gary, Lorraine Carey, and Peter Dowling. "Calling on Compensation in Australian Call Centres." Journal of the Australian and New Zealand Academy of Management 9, no. 3 (January 2003): 62–76. http://dx.doi.org/10.5172/jmo.2003.9.3.62.
Full textAbstract:
ABSTRACTWhile there is a growing body of research on telephone call centre management in the U.K. and the U.S.A., empirical studies in Australia are at an embryonic stage. To date, most of the studies have focussed on the management of employee performance. The principal aim of this study was to provide data on current compensation practices in Australian call centres and to determine the extent of their strategic and best-practice orientation. A second aim was to explore whether the strategic management of compensation can help to balance the tension between commitment to customer service and commitment to employee motivation.Using data collected through a mail questionnaire survey of telephone call centres operating in a range of industries in Australia, the paper explores the effect of compensation practices on employee performance, absenteeism and turnover. Following a review of the literature on call centre management and the literature on compensation strategies, the findings are presented. Key findings include: a) a significant negative correlation between annual salary and the number of calls handled by full-time customer service representatives (CSRs); b) a significant positive correlation between casual CSRs' pay rates and turnover; c) a significant negative correlation between full-time CSRs' pay and absenteeism; d) a highly significant difference between the compensation strategies currently practiced in Australian call centres and the strategies call centre managers think should be practiced and e) Australian call centre managers report their compensation strategies are not very effective in increasing performance or employee satisfaction.
32
Davey, Janet, Judith Herbst, Raechel Johns, Joy Parkinson, Rebekah Russell-Bennett, and Nadia Zainuddin. "The role of health locus of control in value co-creation for standardized screening services." Journal of Service Theory and Practice 30, no. 1 (December 17, 2019): 31–55. http://dx.doi.org/10.1108/jstp-08-2018-0180.
Full textAbstract:
Purpose Despite the availability and accessibility of standardized screening services, such as preventative health services, many individuals avoid participation. The extant health literature has indicated that health locus of control (HLOC) influences engagement and uptake of health services. The purpose of this paper is to explore how the microfoundation, HLOC, contributes to value co-creation via service-generated and self-generated activities in standardized screening services. Design/methodology/approach A qualitative study of 25 consumers who have experienced one of the three standardized screening services in Australia was undertaken, followed by thematic analysis of the data. Findings Service-generated activities elicit reactive responses from consumers – compliance and relinquishing control – but when customers lead co-creation activities, their active responses emphasize protecting self and others, understanding relationship needs and gaining control. Consumers with high internal HLOC are more likely to take initiative for their health, take active control of the process and feel empowered through participating. Consumers with low internal HLOC, in contrast, require more motivation for participation, including encouragement from powerful others through promotion or interpersonal dialogue. Social implications These findings can be used by policymakers and providers of preventative health services for the betterment of citizen health. Originality/value The integration of the DART framework, customer value co-creation activities, and the delineation of self-generated and service-generated activities provides a holistic framework to understand the influence of HLOC on the co-creation of value in standardized screening services.
33
Murray, J. H., and D. W. Young. "TAXATION OF THE AUSTRALIAN OFFSHORE INDUSTRY: A PERSPECTIVE." APPEA Journal 44, no. 1 (2004): 845. http://dx.doi.org/10.1071/aj03047.
Full textAbstract:
There is an extensive list of taxes (direct and indirect) that potentially apply to companies that explore and produce oil, gas or other hydrocarbons in Australia’s offshore waters. These taxes can include income tax, petroleum resource rent tax, royalties, goods and services tax, customs duties and fringe benefits tax. However, are such companies that produce in Australia taxed more than their counterparts in offshore locations elsewhere around the globe? This paper provides an insight into the principal forms of direct taxation that apply to the Australian offshore production industry. It examines the nature of the taxes applied, the rate of taxation and how the tax take has moved over the years since the first offshore exploration permits were granted in Australia in the late 1950s. The paper gives examples of how in practice each of the relevant taxes would apply throughout the life of a field and compares the taxation burden in Australia to that in other key offshore producing jurisdictions such as the UK, US and Norway. The paper concludes by looking at some of the economic and political factors that must be addressed by the Australian Government if Australia is to maintain a fiscally balanced tax regime to encourage further investment in our offshore industry.
34
Abedin, Babak. "Diffusion of Adoption of Facebook for Customer Relationship Management in Australia." Journal of Organizational and End User Computing 28, no. 1 (January 2016): 56–72. http://dx.doi.org/10.4018/joeuc.2016010104.
Full textAbstract:
Despite increasing popularity of social networking sites (SNSs) among customers, it is still unclear for many small-medium enterprises (SMEs) why they may need to embark on a presence on SNSs such as Facebook, and what are the opportunities and/or challenges of customer relationship management (CRM) on these websites. Using diffusion of innovation theory and interviews with twenty Australian organizations, this study found that SNSs governance is the most influential factor for SMEs in effective implementation of Facebook for CRM. Results also show that market pressures, direct customer service, brand promotion, and experimental purposes are among key motivations for organizations to use Facebook for CRM. Ease of use, ease of receiving customers' feedback, availability of rich tools, and the opportunity to reach a large number of potential and existing customers are amongst the key benefits; and dealing with negative comments, finding qualified human resources, reliability of Facebook policies, and scalability of Facebook page are key challenges in using Facebook for CRM.
35
Rabbanee, Fazlul K., Oksana Burford, and B. Ramaseshan. "Does employee performance affect customer loyalty in pharmacy services?" Journal of Service Theory and Practice 25, no. 6 (November 9, 2015): 725–43. http://dx.doi.org/10.1108/jstp-06-2014-0126.
Full textAbstract:
Purpose – Employees in community pharmacies play a far significant and distinct role compared to the employees in traditional retail stores. The purpose of this paper is to examine the effects of employee performance (EP) on customer loyalty of pharmacy services. Design/methodology/approach – Data were collected through a self-administered survey filled in by the customers of 25 community pharmacies. A total of 679 completely filled-in questionnaires were analysed. The proposed model was tested through structural equation modelling using AMOS 22. Findings – EP positively affects pharmacy customers’ perceived value (PV), trust and loyalty. PV and trust fully mediates the relationships between EP and customers’ attitudinal and behavioural loyalty. Unlike short-term customers, the long-term relational customers’ PV was found to have significant impact on their trust and behavioural loyalty. Research limitations/implications – This study is based on the Australian community pharmacy industries; hence, caution must be exercised in the generalization of the results to other countries. The study has considered only PV and trust in examining the link between the EP and customer loyalty. Other variables such as commitment could possibly influence the link, which has not been considered in this study. Originality/value – The study contributes to the existing literature by focusing on how EP affects both attitudinal and behavioural loyalty of pharmacy customers. It shows empirical evidence that EP influences customers’ PV and trust en-route to influencing their loyalty. The study measures EP based on both empathy and service provider performance covering a broader spectrum of the construct.
36
Murphy, Jamie, and Liza Gomes. "E-mail Customer Service by Australian Educational Institutions." Australasian Marketing Journal (AMJ) 11, no. 2 (January 2003): 56–69. http://dx.doi.org/10.1016/s1441-3582(03)70129-3.
Full text
37
Codilean, Alexandru T., Henry Munack, Timothy J. Cohen, Wanchese M. Saktura, Andrew Gray, and Simon M. Mudd. "OCTOPUS: an open cosmogenic isotope and luminescence database." Earth System Science Data 10, no. 4 (November 30, 2018): 2123–39. http://dx.doi.org/10.5194/essd-10-2123-2018.
Full textAbstract:
Abstract. We present a database of cosmogenic radionuclide and luminescence measurements in fluvial sediment. With support from the Australian National Data Service (ANDS) we have built infrastructure for hosting and maintaining the data at the University of Wollongong and making this available to the research community via an Open Geospatial Consortium (OGC)-compliant web service. The cosmogenic radionuclide (CRN) part of the database consists of 10Be and 26Al measurements in modern fluvial sediment samples from across the globe, along with ancillary geospatial vector and raster layers, including sample site, basin outline, digital elevation model, gradient raster, flow-direction and flow-accumulation rasters, atmospheric pressure raster, and CRN production scaling and topographic shielding factor rasters. Sample metadata are comprehensive and include all necessary information for the recalculation of denudation rates using CAIRN, an open-source program for calculating basin-wide denudation rates from 10Be and 26Al data. Further all data have been recalculated and harmonised using the same program. The luminescence part of the database consists of thermoluminescence (TL) and optically stimulated luminescence (OSL) measurements in fluvial sediment samples from stratigraphic sections and sediment cores from across the Australian continent and includes ancillary vector and raster geospatial data. The database can be interrogated and downloaded via a custom-built web map service. More advanced interrogation and exporting to various data formats, including the ESRI Shapefile and Google Earth's KML, is also possible via the Web Feature Service (WFS) capability running on the OCTOPUS server. Use of open standards also ensures that data layers are visible to other OGC-compliant data-sharing services. OCTOPUS and its associated data curation framework provide the opportunity for researchers to reuse previously published but otherwise unusable CRN and luminescence data. This delivers the potential to harness old but valuable data that would otherwise be lost to the research community. OCTOPUS can be accessed at https://earth.uow.edu.au (last access: 28 November 2018). The individual data collections can also be accessed via the following DOIs: https://doi.org/10.4225/48/5a8367feac9b2 (CRN International), https://doi.org/10.4225/48/5a836cdfac9b5 (CRN Australia), and https://doi.org/10.4225/48/5a836db1ac9b6 (OSL & TL Australia).
38
O'Brien, Ingrid M., Wade Jarvis, and Geoffrey N. Soutar. "Integrating social issues and customer engagement to drive loyalty in a service organisation." Journal of Services Marketing 29, no. 6/7 (September 14, 2015): 547–59. http://dx.doi.org/10.1108/jsm-02-2015-0085.
Full textAbstract:
Purpose – The paper aims to measure and identify customer preference for social issues and understand the importance of customer engagement when service organisations implement corporate social responsibility (CSR) programmes. Design/methodology/approach – Developing a relevancy/scope typology framework, this paper then examines the relationships between social issues preference, engagement and loyalty. The models were estimated to assess the role engagement played in the relationship between CSR issue preference and loyalty. The sample was obtained from customers who used a large national Australian Internet service provider. Findings – Local and global CSR issues relevant to the organisation were most preferred, while engagement had the strongest, positive effect on loyalty and was a full mediator of the relationship between CSR issue preference and loyalty. Practical implications – Service organisations should direct their CSR efforts towards addressing social issues that are relevant to their business, and obtaining customer engagement is imperative if they wish to improve loyalty. Social implications – Providing greater clarity on how organisations can improve loyalty from CSR programmes will increase the likelihood of organisations investing their resources towards addressing social issues. Originality/value – Few empirical studies have identified which social issues are the most preferred by customers. The development of a social issue typology and the testing of the relationships between social issue preference, engagement and loyalty provides empirical evidence of how a CSR strategy can improve loyalty.
39
Leckie, Civilai, Munyaradzi W. Nyadzayo, and Lester W. Johnson. "Promoting brand engagement behaviors and loyalty through perceived service value and innovativeness." Journal of Services Marketing 32, no. 1 (February 12, 2018): 70–82. http://dx.doi.org/10.1108/jsm-01-2017-0035.
Full textAbstract:
Purpose The purpose of this study is to investigate the role of perceived value and innovativeness (service concept newness and relative advantage) in promoting customer brand engagement behaviors (CBEBs) and brand loyalty. Design/methodology/approach The conceptual model was empirically tested using nationwide survey data from 430 customers of Uber in Australia. The data were analyzed using structural equation modeling. Findings The results of this study show that collecting brand information is positively influenced by perceived value, service concept newness and relative advantage. Participating in brand marketing activities is positively influenced by service concept newness and relative advantage. Interacting with others is positively influenced by perceived value and service concept newness. Subsequently, brand loyalty is positively influenced by participating in brand marketing activities and interacting with others. The direct impacts of perceived value and relative advantage on brand loyalty are also established. Research limitations/implications This study only collected data from Uber customers. Another limitation of this study is the use of cross-sectional data. Practical implications To promote brand loyalty, service innovation needs to have both the right characteristics (i.e. perceived value, service concept newness and relative advantage) and practices that foster customer brand engagement behaviors. Originality/value Although service-dominant logic (SDL) is a theoretical lens used by research in the areas of service innovation and customer engagement, empirical studies that integrate the two areas remain limited. The findings of this study suggest a new mechanism in which service innovation can increase loyalty through increased CBEBs.
40
Kia, Narges, Beni Halvorsen, and Timothy Bartram. "Ethical leadership and employee in-role performance." Personnel Review 48, no. 7 (November 4, 2019): 1716–33. http://dx.doi.org/10.1108/pr-12-2018-0514.
Full textAbstract:
Purpose Against the backdrop of the Royal Commission into Misconduct in the Banking, Superannuation and Finance Services Industry in Australia, this study on ethical leadership is timely. The purpose of this paper is to examine the mediating effects of organisational identification, customer orientated behaviour, service climate and ethical climate on the relationship between ethical leadership and employee in-role performance. Design/methodology/approach The hypotheses were tested using a two-wave survey study of 233 bank employees in Australia. Findings Evidence from the study indicated that organisational identification, service climate and ethical climate mediate the relationship between ethical leadership and employee in-role performance. Surprisingly, the proposed mediation effect of customer orientation was not supported. However, ethical leadership was positively associated with customer orientated behaviour among employees. Research limitations/implications Limitations of the study include collecting data at two time points, thereby rendering the study cross-sectional. Employee in-role performance was a self-rated measure. Practical implications This study showed that ethical leadership is critical to improving employee perceptions and experience of an organisation’s service climate, ethical climate, organisational identification, customer orientated behaviour and employee in-role performance. The authors raise a number of HRM implications for the development and enablement of ethical leaders in the banking context. Originality/value The findings presented in this paper highlight that ethical leadership is critical to improving employee perceptions and experience of an organisation’s service climate, ethical climate, organisational identification, customer orientated behaviour and employee in-role performance.
41
Berry, Leonard L., Tracey S. Danaher, Lerzan Aksoy, and Timothy L. Keiningham. "Service Safety in the Pandemic Age." Journal of Service Research 23, no. 4 (July 29, 2020): 391–95. http://dx.doi.org/10.1177/1094670520944608.
Full textAbstract:
The service sector has been rocked by the COVID-19 pandemic. This stems in large part from the inseparable, high-contact nature of many services. During a pandemic, multiple forms of contact – customer-to-customer, customer-to-employee, employee-to-employee, and customer/employee-to-air/surfaces – can lead to serious illness or death. The urgent need for increased separability and decreased contact have led to a wave of service adaptations (firms’ efforts to improve safety) and service transformations (innovations that bolster safety while offering additional benefits that are superior to what existed previously). COVID-19 has made service safety paramount, with most attention being paid to minimizing disease transmission. However, safety needs in a pandemic extend beyond physical to include interrelated domains of emotional, financial, and information safety. Physical safety is the absence of harm or injury. Emotional safety is relief from mental distress arising from pandemic-related personal traumas. Financial safety concerns minimizing economic insecurity related to the pandemic. Information safety refers to people’s sense of confidence that they have the information they need to make good decisions, information that is trustworthy. We describe the unique service transformations addressing these safety concerns of Hong Kong International Airport, Henry Ford Health System (Detroit), Innocent Bystander (Australia), and Service Now that are likely to continue after the pandemic has passed. Important questions for service researchers to guide managers in reinventing how they create, deliver, and market services are highlighted.
42
Tucker, Mark, and Christine Jubb. "Bank and product selection – an Australian student perspective." International Journal of Bank Marketing 36, no. 1 (February 5, 2018): 126–46. http://dx.doi.org/10.1108/ijbm-10-2016-0151.
Full textAbstract:
Purpose The purpose of this paper is to investigate and comment on the factors used by Australian students to select their bank and the products and services they utilise, based on responses to an online questionnaire. Design/methodology/approach A mixed-methods approach, incorporating both qualitative and quantitative methods, was used to investigate this research issue. Convenience sampling resulted in 276 completed online responses. Mean ranking and factor analysis methods were employed to identify the key factors used in selecting a bank and frequency analysis used to examine the products and services utilised by students. Findings The key factors used by students to select a bank in Australia were bank competence, recommendations and outside influences, bank costs, returns and services, and finally location. The main bank products and services used by students were automated teller machines (ATMs), savings accounts, internet and telephone banking, and debit cards. Research limitations/implications The use of an online survey which limits the pool of respondents to internet users and, the sample size limits generalisability of the findings. Practical implications Banks can better target and understand the key determinants used by students in selecting a bank and the products and services this group values. This will allow Australian banks to develop programs to better attract and retain student customers. Originality/value Provides insight to and understanding of the determinants used by students to select their bank and the products and services they utilise. Furthermore, this study fills a gap in the literature by focusing on the banking behaviour of Australian students, an important segment of bank customers previously under-researched.
43
Rosenmayer, Anneliese, Lisa McQuilken, Nichola Robertson, and Steve Ogden. "Omni-channel service failures and recoveries: refined typologies using Facebook complaints." Journal of Services Marketing 32, no. 3 (May 14, 2018): 269–85. http://dx.doi.org/10.1108/jsm-04-2017-0117.
Full textAbstract:
Purpose This paper aims to present two updated typologies of service failures and recoveries in the omni-channel context. These typologies are based on customer complaints and recoveries collected from the corporate Facebook pages of four omni-channel department stores, two operating in Australia and two in the UK. Design/methodology/approach A document review is used of 400 customer complaints and recoveries. Content analysis is used to condense the Facebook data into categories of failures and recoveries. Findings Customer complaints on Facebook were triggered by a multitude of varying failures in the omni-channel context, given that it is the service brand that customers are experiencing, not just retail channels. The most prevalent failures were “bricks and mortar” shopping, delivery, marketing activities including communications and pricing, quality of goods and customer service. For service recoveries on Facebook, the four-dimensional justice framework appears valid. Research limitations/implications Study limitations include potentially missing details about the nature of the service failures and recoveries, including customer satisfaction with service recovery. Practical implications The typologies offer guidance to omni-channel retailers by showing the range of online and offline situations, including those unrelated to actual transactions that trigger customer complaints on Facebook and the tactics of recovering. Originality/value The authors contribute to the service domain by updating failure and recovery typologies to reflect the emerging omni-channel context, jointly exploring failures and recoveries on Facebook and applying a four-dimensional justice framework for recoveries on Facebook.
44
Newman, Claire, Andrew Cashin, and Iain Graham. "Identification of service development needs for incarcerated adults with autism spectrum disorders in an Australian prison system." International Journal of Prisoner Health 15, no. 1 (March 11, 2019): 24–36. http://dx.doi.org/10.1108/ijph-11-2017-0051.
Full textAbstract:
PurposeThe purpose of this paper is to identify and deliberate the service development needs required for the improvement of service provision for incarcerated adults with autism spectrum disorder (ASD) in NSW, Australia.Design/methodology/approachConsultation groups were conducted to bring togethern=5 key stakeholders from heath and correctional-based services in the prison system. A facilitated asynchronous e-mail-based discussion occurred amongst group members between consultation group meetings.FindingsTwo main themes were identified: detecting persons with ASD and providing appropriate care. Participants discussed current service gaps with regard to the identification of people with ASD at the point of contact with the prison service, and the difficulties associated with diagnosing prisoners with ASD. The need for effective alert systems to detect persons with ASD in custody was identified. The current absence of ASD-specific support services in prison was highlighted, and recommendations for improvement suggested.Practical implicationsCurrent health and correctional-based service provision failed to adequately support incarcerated adults with ASD. Improvements in prison-entry screening processes, alert systems and diagnostic practices are required. Multidisciplinary collaboration between prison-based and external service providers is required for the development of a model of care based on individualised case management to adequately support incarcerated adults with ASD in prison.Originality/valueGiven the lack of reported service provision for incarcerated adults with ASD internationally, other prison-based services are likely to experience similar service development needs and see the relevance of the recommendations made directly from the study findings.
45
Shea, A., J. Poon, and S. Williamson. "Microbial risk assessment of drinking water to set health-based performance targets to improve water quality and treatment plant operations." Water Practice and Technology 11, no. 2 (June 1, 2016): 495–502. http://dx.doi.org/10.2166/wpt.2016.006.
Full textAbstract:
Western Water (WW) provides water, recycled water and wastewater services to almost 150,000 people whilst continuously striving to improve processes to provide its customers with safe, cost effective and reliable drinking water, recycled water and treatment services. Under this framework of continuous improvement, WW has reviewed the effectiveness of its drinking water treatment systems using quantitative microbial risk assessment (QMRA) techniques described by the World Health Organization (WHO). The microbial-related water quality targets in the Australian Drinking Water Guidelines Paper 6 National Water Quality Management Strategy (2011) National Health and Medical Research Council, National Resource Management Ministerial Council, Commonwealth of Australia, Canberra are simply ‘to ensure that drinking water is free of microorganisms that can cause disease’. Whereas, the Australian Guidelines for Water Recycling adopted the WHO QMRA approach for setting health-based microbial targets to manage health risk to customers. WW has investigated adopting the AGWR methodology for drinking water risk management, and invested in the development of a convenient and practical QMRA tool for rapid assessment and reporting of the microbial safety of its drinking water systems. This action resulted in the identification of several drinking water system performance deficiencies, and recommendations for system improvements and optimization to improve health risk management to customers.
46
Aruan, Daniel Tumpal Hamonangan, Roberta Crouch, and Pascale Quester. "Relative importance of country of service delivery, country of person and country of brand in hybrid service evaluation: a conjoint analysis approach." Journal of Product & Brand Management 27, no. 7 (November 19, 2018): 819–31. http://dx.doi.org/10.1108/jpbm-10-2017-1608.
Full textAbstract:
Purpose This paper aims to examine the relative importance of country of brand (COB), country of service delivery (COSD) and country of person (COP) in consumer evaluation of hybrid services. Design/methodology/approach Using data (N = 1,071) from Australia, Indonesia and Singapore, a conjoint analysis experimental design explored empirically the importance of country of origin (COO) effects in three service contexts: search, experience and credence. Findings The analysis reveals that the relative importance of COP was the highest for credence services, while COB was the strongest for experience services. Practical implications For firms operating offshore, companies must understand that the COO construct is multi-dimensional for services, as it is for tangible products and not limited only to COB as traditionally thought. At least two other distinct dimensions – COSD and COP – can play significant roles as predictors of service quality expectations. Companies must consider the implications of service type, according to the search-experience-credence continuum to inform staffing decisions and managing customer expectations. Originality/value This research contributes to the literature by extending the understanding of country image effects in the context of hybrid service provisions, particularly in the view of customer expectations of services with multiple country-of-origins. Although there have been several studies examining the effects of COO on services evaluation, no empirical study has examined the effects of multiple COOs simultaneously from the perspective of location where the service is delivered (COSD) and individuals who deliver the service (COP), in addition to the effect of COB origin.
47
Navaratnam, K. K., and Bill Harris. "Customer Service in an Australian Quality Award Winning Public Sector Service Industry." International Journal of Public Sector Management 7, no. 2 (April 1994): 42–49. http://dx.doi.org/10.1108/09513559410055224.
Full text
48
Forsythe, Perry. "Monitoring Customer Perceived Service Quality and Satisfaction during the Construction Process." Construction Economics and Building 15, no. 1 (March 11, 2015): 19–42. http://dx.doi.org/10.5130/ajceb.v15i1.4172.
Full textAbstract:
Service quality has been studied across many construction related disciplines but little has been done concerning how it effects customer satisfaction during the day-to-day dynamics of onsite construction services. The research explores this setting in Australian housing construction projects. A highly detailed single case study methodology was used with a view to facilitating theory development for a targeted customer type displaying service quality oriented expectations, high involvement, but low construction experience. Gaps scores for perceived service quality and customer satisfaction were systematically monitored during construction. Concurrently, interviews were used to obtain incident data linked to the scoring data. It was found that service incidents, service quality and customer satisfaction were linked at each stage of construction. Related aspects included the ratio between positive and negative incidents; a saturation point regarding negative incidents; and an end of process/product realisation factor. The importance of identifying active service quality dimensions during construction was identified (especially reliability and care in execution of work). An incident coding structure was developed whereby frequently recurring incident features included spontaneous situations, site observations, personal interaction, subcontractor involvement, progressive product quality, progressive construction activity and defensive customer action. The research recommends that construction contractors aim to control the above features by creating orchestrated incidents and controlling exposure to perceptions via fast and seamless onsite construction.Paper type: Research article
49
Bhattacharjya, Jyotirmoyee, Adrian Bachman Ellison, Vincent Pang, and Arda Gezdur. "Creation of unstructured big data from customer service." International Journal of Logistics Management 29, no. 2 (May 14, 2018): 723–38. http://dx.doi.org/10.1108/ijlm-06-2017-0157.
Full textAbstract:
Purpose Customer service provision is a growing phenomenon on social media and parcel shipping companies have been among the most prominent adopters. This has coincided with greater interest in the development of analysis techniques for unstructured big data from social media platforms, such as the micro-blogging platform, Twitter. Given the growing use of dedicated customer service accounts on Twitter, the purpose of this paper is to investigate the effectiveness with which parcel shipping companies use the platform. Design/methodology/approach This paper demonstrates the use of a combination of tools for retrieving, processing and analysing large volumes of customer service-related conversations generated between parcel shipping companies and their customers in Australia, UK and the USA. Extant studies using data from Twitter tend to focus on the contributions of individual entities and are unable to capture the insights provided by a holistic examination of the interactions. Findings This study identifies the key issues that trigger customer contact with parcel shipping companies on Twitter. It identifies similarities and differences in the approaches that these companies bring to customer engagement and identifies the opportunities for using the medium more effectively. Originality/value The development of consumer-centric supply chains and relevant theories require researchers and practitioners to have the ability to include insights from growing quantities of unstructured data gathered from consumer engagement. This study makes a methodological contribution by demonstrating the use of a set of tools to gather insight from a large volume of conversations on a social media platform.
50
Schofield-Georgeson, Eugene. "Undoing a model system: A new federal Custody Notification Service." Alternative Law Journal 43, no. 2 (June 2018): 108–12. http://dx.doi.org/10.1177/1037969x18765270.
Full textAbstract:
The Custody Notification Service is a legislative scheme to prevent Aboriginal deaths in custody. This article discusses proposed changes to the federal Custody Notification Service, that were before the federal Parliament in late 2017. It argues that the changes are inadequate, when compared with Custody Notification Service models in other Australian jurisdictions, primarily because the laws deprive Aboriginal people of important fair trial and custody rights. This article concludes by listing a range of legislative solutions proposed by Aboriginal organisations and legal representatives.