1,720,987 research outputs found
E-marketing : the impact of self-service technology on consumer satisfaction and consumer commitment
No full textTraditionally, service encounters have included an interpersonal interaction between the service provider and the customer. The introduction ofself-service technologies\ud
to the service encounter, however, is reducing and in some cases, eliminating this interpersonal interaction. Self-se rvice technology is where the customer delivers the\ud
service themselves using a technological interface. This CIM funded research programme investigates the effect of self-service technology on the service encounter, and in turn on consumer satisfaction and consumer commitment. This paper reviews the literature relevant to the current study and outlines the constructs of interest in this study. The resear ch hypotheses and conceptual model are also introduced.Finally, the agenda for future research is presented
South East Queensland Catchments: Waterways Engagement 2017 Research Report
No full textWaterways offer a range of environmental and social benefits for people living in South East Queensland. The impact of these benefits is important to understand. Each year, Healthy Land and Water produces an annual report card on environmental conditions and social impacts of the waterways across 19 catchment areas in South East Queensland (SEQ). The Report Card provides an annual assessment of the pressures facing our waterways, their current environmental condition (A-F grade), and the level of social and economic benefit the waterways provide to local communities (1-5 star rating). \ud
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The 2017 QUT social science report contributes the social research data for the Healthy Land and Water annual Report Card. The study provides the social component of evidence, specifically the attitudinal and behavioural components that underpin social expectations and actions towards valuing and using local and SEQ waterways in communities across the 19 catchment areas. \ud
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The 2017 social science study is guided by a conceptual-based model and two research questions focusing on the social benefits of waterways – specifically to understand the relationship between waterway condition and perceptions of waterway useability, accessibility and satisfaction, within an engagement framework. The questions specifically investigated to what extent do people use, value and benefit from engaging with in their local waterways, and to what extent do waterway conditions impact the use and enjoyment of these waterways? \ud
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Data for the study were collected through a self-administered 15 minute online survey. Questions for the survey were developed from modified existing scale items and questions used in previous Healthy Waterway surveys to allow comparison. The sample was adults living in the 19 catchment areas in South East Queensland (SEQ) The 2017 survey used two recruitment strategies for sampling; panel (n = 3200) and social media (n = 722) , as a way to increase representation in the Stanley, mid Brisbane and Upper Brisbane catchments. It should be noted that analysis revealed statistically significant differences between the panel and social media data and these are therefore reported separately. Data were analysed using the statistical packages SPSS (23). Quantitative analyses provided frequencies, mean statistics, correlations regressions and cluster analysis. \ud
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The study found respondents confirmed local waterways in particular, play a valuable and important role in their daily lives and that they enjoyed a range of wellness benefits from their use. \ud
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Swimming and recreational activities alongside waterways, such as walking, cycling and picnics, were the most popular activities, with fishing featuring more prominently in some catchments. Similar to previous years, while local waterways were viewed as very accessible, useable, and that respondents were generally satisfied overall, the response means (average score) on all these indicators were lower than previous years. \ud
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Respondents’ life satisfaction scores were found to be positively related to satisfaction of waterways and waterway conditions (local and SEQ level). This means that those people who used or visited waterways were generally more satisfied with their lives. In addition, waterway place attachment - or the benefits the respondents feel they receive from their local waterways – were reported as high in coastal aligned catchments, such as Moreton Bay and Islands Catchment, while social value – or the level of value respondents receive from using waterways with their friends and family – were reported as high in the Mid Brisbane catchment area. Conditions of local waterways, such as perceptions of water clarity and cleanliness, were found to influence activities in or alongside a waterway. The study also found that in general, people were limited in their protection activities. For those who did report being active in stewardship, rubbish clean-up and monitoring were the most commonly undertaken. Tallebudgera showed the highest levels of stewardship with their local waterways while Upper Brisbane showed the lowest levels. \ud
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Discussion responding to the two research questions is presented in the conclusion section, followed by key recommendations, with opportunities for future research identified
Self-service technology and the moderating effects of\ud consumer characteristics
No full textThe incidence of self-service technology, where the consumer\ud
delivers the service themselves using technology, is increasing in the service\ud
encounter. One area that is under-explored is the potential impact of\ud
self-service technology on consumer satisfaction and affective commitment.\ud
Accordingly, this paper presents an empirical study that investigates the relative\ud
impact of self-service technology on consumer satisfaction (both overall and\ud
transaction-specific) and affective commitment, accounting for the moderating\ud
effects of consumer characteristics. The results highlight the importance of\ud
personal service for evaluations of satisfaction and commitment, and the\ud
importance of social competency as a moderator in this relationship. An\ud
understanding of these consumer perceptions will allow organisations to\ud
develop strategies to deliver the services expected by their consumers,\ud
improving consumer satisfaction and commitment
Choosing Between Right and Right
No full textCorporate responsibility is an area of growing interest among business researchers, practitioners and policy makers. Demands on firms to act ethically are made by a wide range of stakeholder groups, including customers and the wider community. However, stakeholders often make competing demands on firms, and the desired outcomes, though apparently responsible, may be contradictory. This paper reviews the corporate responsibility literature to reveal research gaps and inconsistencies, and proposes a research agenda to address these issues, beginning with an examination of how senior marketing managers decide between decisions that are "right" and "right" rather than "right" and "wrong"
2006 Faculty of Business Research Student's Colloquium - Research Across Boundaries: Enhancing Research
No full textEstablishing a quality franchise relationship in Taiwan : Investigating relationships between relationship quality, loyalty and cooperation
No full textFranchised convenience stores successfully operate throughout Taiwan, but the convenience store market is approaching saturation point. Creating a cooperative long-term franchising relationship between franchisors and franchisees is essential to maintain the proportion of convenience stores..
CEOs who tweet: Brand alignment and interaction
No full textThis paper investigates CEO Twitter usage to understand the influence on their corporate brand alignment and the intended and unintended con sequences on their corporate brand. In this paper using corporate branding frameworks, we answer three research questions as they relate to CEOs’ use of Twitter (a microblogging social media platform): \ud
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- What are the key themes CEOs Tweet about? \ud
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- How aligned are CEO Tweets with their corporate brands? \ud
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- How interactive are CEO Tweets? \ud
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Nvivo 9 and SPSS were used for content analysis of 100 tweets by 20 CEOs (n 2000 ) and their associated organisational brand statements. Corporate brand minders should be reassured from the results as the CEO tweets contain high levels of corporate brand alignment at first the interaction. However, while first level alignment is strong alignment weakens with more interaction. CEOs should be aware of this, and equipped with broader message toolboxes and extended brand language enabling more aligned interactions
Tracking brand positioning for an emerging destination: 2003 to 2015
No full textFew published studies have monitored destination brand image over time. This temporal aspect is an important gap in the literature, given consensus around the role perceptions play in consumers’ decision making, and the ensuing emphasis on imagery in destination branding collateral. Whereas most destination image studies have been a snapshot of perceptions at one point in time, this paper presents findings from a survey implemented four times between 2003 and 2015. Brand image is the core construct in modelling destination branding performance, which has emerged as a relatively new field of research in the past decade. Using the consumer-based brand equity (CBBE) hierarchy, the project has benchmarked and monitored destination brand salience, image and resonance for an emerging regional destination, relative to key competitors, in the domestic Australian market; and the survey instrument has been demonstrated to be reliable in the context of short break holidays by car. What is particularly interesting to date is there has been relatively little change in the market positions of the five destinations, in spite of over a decade of marketing communications by the regional tourism organisations and their stakeholders, and more recently the mass of user-generated travel content on social media. The project didn’t analyse the actual marketing communications for each of the DMOs. Therefore an important implication is that irrespective of the level of marketing undertaken the DMOs seem to have had little control over the perceptions held in their largest market during this time period. Therefore it must be recognised any improvement in perceptions will likely take a long period of time, and so branding needs to be underpinned by a philosophy of a long term financial investment as well as commitment to a consistency of message over time; which given the politics of DMO decision making represents a considerable challenge
Healthy waterways social science research report 2015
No full textHealthy Waterways aims to protect and enhance the condition of waterways across 19 catchment local government areas in Queensland. It does this by seeking to influence the decisions and actions – including social lifestyle choices – of community members who interact with these waterways. It then monitors the waterways in the 19 catchments to gauge the impact of these decisions and actions.\ud
Each year, Healthy Waterways produces a report on its activities and their impact on the condition of the waterways they are monitoring. This research will contribute to understanding the social component of that report, specifically the attitudinal and behavioural components that underpin social expectations and actions towards protecting and supporting local waterways in communities across the 19 catchment local government areas in Queensland
A framework of corporate social responsibility for advertising accountability: The case of Australian government advertising campaign
No full textCorporate Social Responsibility (CSR) has emerged as a dominant theme guiding business practice. Governments have embraced this philosophy and legislated to encourage socially responsible business practice in its many forms. While governments' endorsement of CSR practice is expressed in policy, the successful integration into its own practice is not evidenced in the literature. Using a case research method, this paper analyses the nature of Australian government advertising processes, developing a modified framework founded on Wood's (1991) Corporate Social Performance model and Maignan and Ferrell's (2004) CSR principles. This research is important because it provides an application model for CSR practice and provides government with a decision-making vehicle for CSR. \ud
Keywords: Corporate Social Responsibility; advertising; government; accountabilit
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