Older Shopper Types from Store Image Factors

This study aims to characterise the older shopper by exploring unobserved heterogeneity within the segment and developing an older shopper typology from an empirically derived store image scale. Store attribute theory informed a two-stage research design. Firstly, a ‘pool’ of salient store attributes was identified through in-depth interviews. Scales were then developed and quantitatively tested using data collected through a household postal survey. Seven store image factors emerged, forming the basis of the typology. Five clusters were subsequently profiled using behavioural and demographic variables: Prudent neutrals, All-Round demanders, Reluctant casuals, Demanding sociables, and Affluent utilitarians. A discussion of the resultant classification's utility in terms of retail strategy, including opportunities for better targeting through adjustment of the retail offer, is presented. This study develops a store image scale that reflects the importance of store choice decisions of older shoppers, extending store image research by providing contemporary insights into the requirements of older shoppers in a changing retail environment

Trust formation in cross-cultural business-to-business relationships

Given the increase in the globalisation of the world\u27s economies, the importance of building successful cross-cultural business to business partnerships is emerging as a critical strategy for organisations to consider. For these forms of relationships trust has been identified as an essential component of success. However, little is known about the development and formation of trust in cross-cultural business to business relationships. Consequently, triangulating two qualitative techniques, this paper examines the development of trust through the initial three stages of the relationship lifecycle. Findings suggest that trust develops in markedly different forms dependent on the lifecycle stage of the relationships

Interpersonal liking in lender-customer relationships in the Australian banking sector

Purpose - The purpose of this paper is to focus on the critical, yet under-researched dimension of relationship development, being interpersonal liking. Liking has been found to positively influence relationship success. However, these issues have not been extensively explored in the banking sector. Design/methodology/approach - A case study methodology was adopted for this research. The unit of analysis used was the relationship dyad that exists between a business lender at a major international bank and their customer. Ten case studies were conducted with a range of techniques in an attempt to increase the reliability and validity of the findings. Findings - Findings suggest that the interplay between similarities, communication, professionalism, trust and personality are the driving forces leading to interpersonal liking in business lender-customer relationships. Further, the outcomes of interpersonal liking emerged as increased commitment and cooperation in the relationship and a growth in business referrals for the bank lender. These findings contribute to the limited theory on interpersonal liking. Research limitations/implications - Several limitations emerged due to the nature of the research undertaken. These include the examination of relationships in only one major bank in Australia and the research undertaken uses cross-sectional not longitudinal data. Practical implications - These findings have implications for human resource management policies when recruiting personnel in relationship development rolls in the banking sector. Further, training programs aimed at developing interpersonal liking skills could be fashioned. Finally, dissemination of these findings in the banking sector would allow the important concept of interpersonal liking to gain more academic and practical attention. Originality/value - This paper identifies what interpersonal liking is. Findings for three research questions are presented followed by an explanation of the methodology adopted

Catch Me I\u27m Falling : Key factors in the deterioration of offshore education partnerships

This paper examines the relationships between Australian universities and their offshore partners as they deliver Australian academic programmes in the South‐East Asian region. Australian universities have signed over 1000 agreements with offshore universities, industry associations, and private providers, and it is estimated that around 36% of international students studying Australian programmes are doing so in countries other than their own. Following the relationship marketing literature, a study of the early interaction phase of the relationship life cycle is presented. Utilising convergent interviews and case studies, the paper identifies a number of factors in the early interaction phase critical to the prevention of relationship deterioration and termination. These include communication, trust, and a shared vision. In addition, several factors arising in the early interaction stage causing potential relationship deterioration or termination in the later stages of the relationship are identified. These include (1) low levels of internal commitment within the Australian university; (2) a failure to identify the key roles and responsibilities of the partner; (3) failure to establish win/win relationships; and (4) the departure of key personnel

Social regard: A link between waiting for service and service outcomes

The purpose of this study is to investigate the intervening role that social regard plays in the customer wait situation. Social regard is defined as making the customer feel valued in the social interaction. An experimental study highlights how variables such as actual wait length, friendliness of the service encounter employee and an employee apology can interact to influence service outcomes in a cafe setting. Social regard was shown to be the dominant influence on repeat visitation and positive word of mouth and thus provides further explanatory power to the wait situation

Towards an environmentally sustainable rental housing sector

Rental houses in Australia represent approximately one third of all homes, and this proportion has been growing over recent decades. However, the quality, comfort and environmental credentials of these houses are often poor, particularly when compared to owner-occupied homes. With climate change, the urgency increases to move to a more sustainable built environment. Consequently, exploring how to make rental properties more sustainable warrants further investigation and action. Using data gathered from a broad range of experts through a four-stage Policy Delphi technique, findings reveal four key enabling forces: communication, facilitation, incentivization, and regulation. These forces both influence and are influenced by rental market conditions. A conceptual framework is presented which highlights the interplay between the stakeholders and enabling forces, which has the potential to lead to a Win-Win-Win scenario for landlords, tenants and the environment. With a clear social and environmental imperative to move to a more sustainable rental sector, this research presents a pathway to reach this goal

Employability and marketing education : insights from the United Kingdom

The importance of developing employability attributes within university graduates is gaining rapid momentum in the UK. One reason for this is that employers in the UK are disappointed by the quality of graduates moving into the workforce; this sentiment has also been echoed by the UK Government. With this in mind, attempts have been made to identify general attributes that lead to employability. However, to-date limited research has been undertaken to identify the key employability attributes for marketing graduates. Consequently, this study explores and identifies the key attributes for marketing graduates from an employer\u27s perspective. Further, in-depth interviews with marketing educators and experts in the field of employability were utilised to identify how these attributes can be successfully embedded into the marketing curriculum. Eight employability attributes emerge from the data; being (1) Communication; (2) Teamwork; (3) Problem Solving; (4) Work Ethic; (5) Desirable persona; (6) Customer focus; (7) Core Skills; (8) Leadership. These are discussed and potential employability enhancing strategies presented

The carrot and the stick: Policy pathways to an environmentally sustainable rental housing sector

As the impacts from climate change are progressively being felt around the globe, there is an increasing urgency in the need for policymakers to find ways to reduce greenhouse gas emissions. The rental housing sector offers one such clear opportunity to reduce CO2 emissions. However, there has been a lack of consensus regarding the policies that would best deliver a sustainable rental sector. Building on calls in the literature to examine policy mix solutions for this conundrum, a Policy Delphi methodology, using both qualitative and quantitative techniques, identified seven key policy areas. These were divided into carrot policies (tax incentives, rebates and grants); cusp policies, that are neither clearly carrot nor stick, but often have a leaning towards one or other (loans, energy arrangements, improved rental rights); and stick policies (minimum standards, mandatory disclosure). Minimum performance standards, rebates and tax incentives were identified as the most effective policy solutions by the expert panel. Findings suggest that any policy mix should include both carrot and stick policies. When integrated with the existing \u27enabling forces\u27 literature, a model emerges that highlights the policy pathways to an environmentally sustainable rental housing sector

Learning Styles of On-Campus and Off-Campus Marketing Students: The Challenge for Marketing Educators

Using the Solomon-Felder Learning Styles Index, the authors examine how learning styles of marketing students differ across on-campus and off-campus teaching modes, as well as across various sociodemographic variables. In addition, they identify learning segments for each teaching mode using cluster analysis. This enables more accurate targeting of teaching styles to the learning needs of each of the main student segments. Three student segments are identified in each sample. While some similarities between segments exist across teaching modes, distinct differences are found implying a need to tailor teaching strategies differently for on-campus and off-campus students. The relationship between student preferences for teaching techniques and learning styles is also examined. The teaching preferences of many off-campus students is suggestive of incongruence in the teaching approach of typical off-campus courses and indicates a need to develop innovative approaches to teaching students using this mode of study