Who's Managing Gender Balance in Private Sector Organizations?: A Study of Senior Management Women in Australia

EEO policies designed to address gender balance have been in place in Australian organizations since 1986. However, gender balance at management levels in private sector organizations has proved highly resistant to change and women still represent very low proportions particularly in senior management ranks. This paper reports on the views and strategies of 251 senior management women in private sector organizations in Australia towards issues of gender balance in management. The aim is to quantify the proportion of women in private sector organizations that believe there is a need for more gender balance in management and what proportion address the problem of gender balance by supporting EEO policies and/or implementing proactive strategies. The results show that the overwhelming majority of women believe there is a need for more women in decision-making positions in senior management in Australia. However, only a minority support existing government policies and personally enact strategies that would enable more women to enter senior management ranks. The results are discussed with regard to their implications for gender balance at senior management level in private sector Australian organizations

Factors hindering the usage of internet banking service by consumers in Australian context

This paper illustrates key factors that are actually hindering the usage of internet banking service by Australian consumers. A survey with open-ended questions was used to acquire data from 220 consumers who were not using internet banking service. Qualitative data obtained was subjected to content analysis and common themes were identified resulting in eleven factors which were critical in inhibiting consumers from using internet banking. In order of frequency, the factors identified are: security, trust, privacy, risk, personal help, social influence, convenience of other banking methods, routine, technology discomfort, type of internet connectivity and banking transactions performed by spouse. The factors that emerged provide a comprehensive understanding of consumer resistance to use of the internet banking service delivery channel. Findings may help service providers formulate more effective channel design and marketing strategies in future

An Investigation of the Profile of the Green Consumer Segment in Australia and the Factors that Influence Consumers' Purchase Intentions in the Context of Eco-Friendly Fast Moving Consumer Goods

Existing research conducted on the purchase behaviour of consumers purchasing eco-friendly products has up until now been contradictory and presented mixed results. Studies conducted in the US, Europe, and Asia has shown widely varying patterns of behaviour amongst consumers of eco-friendly products. Therefore, generalisations about consumer behaviour for these products remains elusive. The ever changing demographics of customers who purchase eco-friendly products has also contributed to the complexity associated with identifying the consumers who are more likely to purchase these products. Consequently, Australian companies have not been able to effectively develop targeted strategies to market eco-friendly fast moving consumer goods (FMCGs) that cater specifically to the diverse consumer population of Australia. The aim of the thesis was firstly, to develop a profile of the consumer segment that is more likely to purchase eco-friendly FMCGs in the Australian context. Secondly, to identify the factors that influence the green product purchase intentions of those consumers. Addressing these objectives will allow marketing managers to develop more effective segmentation strategies that accordingly target the segment, and also to develop marketing strategies that take into account the influencing factors of consumer purchase intentions

Assessing the Antecedents of Service Recovery Evaluation and their Impact on Repurchase Behavior

28 p.El objetivo de este artículo es analizar la influencia de compensación, rapidez y conducta de los empleados sobre la evaluación de los consumidores respecto la forma en que las empresas manejan los reclamos y sobre sus conductas de recompra. Una encuesta fue realizada basada en una muestra aleatoria de consumidores pertenecientes a dos ciudades chilenas. Usando un modelo de ecuaciones estructurales (SEM) se encontró que la estructura más significante entre las variables latentes examinadas es: Compensación y Conducta de los Empleados Evaluación de Recuperación de Servicios Conducta de Recompra. Se determinó también que compensación es la dimensión más importante para los consumidores cuando evalúan esfuerzos de recuperación de servicios. La interrelación entre compensación y conducta de los empleados fue también significante, lo que significa que los consumidores están esperando tanto ser compensados como ser tratados bien. La dimensión Rapidez no fue encontrada significante en el modelo final, indicando que el tiempo no fue realmente relevante para los consumidores chilenos

An Investigation of Factors Influencing the Continued and Frequent Use of Internet Banking by Australian Consumers

The goal of this study was to investigate the factors that influence how consumers continue to use, and how frequently they use, internet banking in Australia. Patterns of continued use and frequency of use of internet banking have been neglected as most of the existing studies focus on either consumer adoption or acceptance of internet banking. However, in comparison to new customer acquisition, measures of continued and frequent use of internet banking are related to a cost-effective marketing strategy aimed at retaining customers. The research in this thesis is a response to a gap in existing literature which requires the application of more integrated theory testing and the identification of factors that influence the continued and frequent use of internet banking in order of importance to consumers. In order to address the research goals, the study sets out to develop a conceptual framework based on theoretical models related to the acceptance of technology and diffusion of innovations theory. The conceptual model developed encompasses technology, channel, social and value for money factors as predictors in the identification of influential factors for consumers and their continued and frequent use of internet banking

Memorable Tourism Experiences: Strategies for the Successful Marketing of Destinations

Memorable tourism experiences are becoming the dominant focus of tourism marketers due to increasing academic commendation about the proposition that MTEs could lead to deliver new and repeat business for tourism operators worldwide. The two main aims of this study were to explore what tourists are more likely to remember from their leisure travels, and also what impact memorable tourism experiences (MTEs) are likely to have on the decisions tourists make for their travel in future. Existing knowledge about MTEs is under-developed, fragmented and inconclusive, and there are methodological limitations to existing studies: there is a need for a more accurate, comprehensive and reliable investigation of this important experiential phenomenon. The study employed in this research is a mixed methods research methodology, which enabled an examination of MTEs in a comprehensive and reliable way from the perspective of leisure travellers

Cultural changes and the impact of social influences in Saudi women's purchasing behaviour

The modern shopping environment in the capital city of Riyadh seems something of a contradiction to the casual observer. Since the proliferation of modern shopping centres and the relatively easy availability of western goods, the traditional conformation to the expectations of Saudi customers have changed considerably. In order to address these ever-changing dynamics in the Saudi shopping environment, the present research outlined the following three research objectives: 1) to understand the perceptions of Saudi women shoppers towards traditional and modern shopping centres; 2) to explore the nature and characteristics of Saudi women shoppers' apparel purchasing behaviour; and 3) to investigate the influence exerted by family members and friends on Saudi women shoppers' during the purchase of western apparel. This study focused on the examination of literature in the areas of consumer behaviour, specifically in exploring Saudi women's shopping behaviour towards apparel purchasing. These identified gaps in the extant literature points towards the influence of cultural changes, the impact of social influences on Saudi women's purchasing, and shopping behavioural patterns related to the proliferation of modern shopping centres in Riyadh. The present research investigated “how the introduction of modern shopping centres has an impact on the consumer behaviour of Saudi women and what are the influences exerted by culture and family on Saudi women shoppers' purchasing behaviour”, as these areas have been underexplored in the existing academic research. Therefore, the overarching aim of this research is to investigate the cultural changes and the impact of social influences on Saudi women's purchasing behaviour towards apparel at traditional and modern shopping centres in Saudi Arabia. In order to provide answers to the stated research objectives a qualitative research method was chosen. Saudi women shoppers undertook a qualitative in-depth interview at both traditional and modern shopping centres in Riyadh. The interviews set out to explore the impact of modern shopping centres on the consumption behaviour of women shoppers in Saudi Arabia. The views, opinions and perceptions of Women shoppers' were gathered and analysed in order to investigate the possible reasons for the success of the aggressive marketing of modern shopping centres. This analysis specifically aligned to understand the proliferation of high-priced prestigious/luxury goods and the impact of 'easy credit' purchasing arrangements within the Saudi society. This study confirmed the phenomenal uptake of high-end branded apparel impulsive purchasing by Saudi women shoppers from modern shopping centres in Riyadh. It is evident modern shopping centres have significantly influenced Saudi women shoppers' apparel purchasing behaviour, changing their overall perception of traditional shopping centres. Moreover, Saudi women shoppers tend to purchase more in modern shopping centres in comparison to the traditional shopping centres. Saudi women have a positive experience with modern shopping centres, which offered high-end apparel shops, clean restrooms, high quality services, advanced payment facilities, cafés, restaurants and places for functional and prestigious purposes. Whereas traditional shopping centres have a negative shopping experience, due to inadequate services and an uncomfortable environment for social interaction. Saudi women visited and shopped at traditional shopping centres only if they are alone or with family members, maintaining their position high amongst their friends and relatives. Influenced by primary reference groups to visit the most sophisticated and modern shopping centres Saudi women were influenced in their decisions related to purchasing expensive high-end apparel based on their friends' comments, fashion in season and current trends just to keep up their perceived position as high as their companions. The study offered some insights into observed relationships between purchasing behaviour changes and the impact of social influences in terms of proliferation of modern shopping centres in Riyadh. Six important changes involve ideologies, role of relatives and friends, shifts in needs, consumerism, the uncovering of female faces in modern shopping centres offering a place to exercise their freedom. These changes influenced by the increase of modern shopping centres where Saudi women could expose what they wear to others. Companies in the Saudi market should consider the unique characteristics of Saudi women consumers, the shift in their shopping orientations, and embrace the modern values emphasised by this segment for effective marketing of branded apparel. Saudi women expressed their affinity towards western apparel brands to ensure a high position amongst their relatives and friends in Saudi Arabia. They have clear desires and v needs for possessing high-ended apparel brands, which marketers engage with when targeting Saudi women or in designing and refining a brand image for upper-upper class people. This study revealed that friends would influence their purchases and decision-making process to buy only high-end fashion apparel from certain shops to maintain a positive position amongst their friends. Based on these findings, retail marketers and managers should focus on providing unique types of information and messages by identifying the above-mentioned sources when communicating their marketing messages to Saudi women. Future research should examine the relationships between cultural changes and the proliferation of modern shopping centres in Saudi Arabia and the subsequent impact on the traditional shopping centres. However, the findings obtained from this study cannot be generalised to other contexts, as this study focused only on Saudi women in Riyadh city in Saudi Arabia. The conclusion is based on a sample of Saudi women in Riyadh and specifically their apparel purchasing patterns. and cannot be applied to other countries. This study could be expanded by inclusion of variables related to shopping orientation, shopping motivation and product involvement

The Influence of Switching Barriers on Service Recovery Evaluation in the Retail Banking Industry in Chile: Construct Development and Testing

Current research related to service recovery and switching barriers for the retail banking industry is both contradictory and culturally specific to the Western industrialized social context. Consequently, retail banking organizations in Chile cannot develop strategies that effectively respond to customer needs based on such research. The main aim of the thesis was to evaluate service recovery in Chile in order to explore ways in which banks within that cultural context can improve their recovery performance. A secondary aim, was to determine the influence of positive and negative switching barriers on service recovery evaluation so that marketing managers can design strategies to retain and develop valuable relationships with their customers. Two research methods were implemented for the research, qualitative focused interviews and surveys. The qualitative focused interviews set out to identify the variables that were meaningful and important to Chilean retail banking customers when evaluating service recovery efforts. The survey instruments were developed from the then1es that arose out of the interviews and literature review and then used to purify the scales that measure both service recovery and switching barriers in order to answer the research questions. The results confirmed the existence of a six factor structure to measure service recovery: reversing bank mistakes, customer compensation, customer time and effort, treatment of customers, complaint handling time and the power of bank employees to make decisions. The results also confirmed the existence of a five factor structure to measure switching barriers: organizational credibility, value congruency, relational value, difficulties of switching banks and lack of attractive banking alternatives for the customer. With regard to the relationship between service recovery and switching barriers, the study showed that the dimensions of organizational credibility, value congruency and relational value are positively related to service recovery evaluation, while the dimension related to difficulties of switching banks is negatively related to service recovery evaluation. Overall, the results contribute a unique finding to the area of service recovery, and extend existing theory on switching barriers, by showing the complexity and interrelated nature of the dimensions of importance to customers who experience service failure in the banking industry in Chile

Mismanaging knowledge: The Hidden Costs of Higher Education 'Reform' in Australia

Australian universities continue to undergo upheaval in their governance and management due to a reform agenda driven by a Liberal Federal Government. The reform agenda drives numerous processes throughout the sector such as, the 'Research Quality Framework' process, the 'Academic Renewal' process, wide-scale organisational restructuring and changes to the working conditions of employees. The paper undertakes a review of the continuing debates between various stakeholders involved in university governance and management in Australia. these groups include; the Federal Government; various government 'think tanks'; academics; university managers; and the National Tertiary Education Union. The analysis shows that a complex, contradictory and adversarial debate continues amongst the stakeholders concerning the 'hidden costs' to the sector of the reform agenda. The paper concludes that these hidden costs are unmanageable and lead to unclear goals and outcomes for universities in Australia. The implications of such hidden costs threaten the global competitiveness of a sector that is of critical importance to a healthy future for Australia in the global economy. Further research needs to identify mechanisms that build consensus and cohesion between the stakeholders in order to secure the global competitiveness of the sector