The impact of implicit and explicit communications to frontline staff on service delivery

Explicit communications, in the form of service direction and service training, have a significance impact on service delivery. Implicit communications, in the form of internal market orientation (IMO), also have significant consequences for service delivery. Affective commitment and customer orientation are identified as mediating the relationship between IMO and service delivery. Thus, organisations should pay particular attention to both implicit and explicit communications. Implicit communications foster employee commitment which will help service companies to retain employees and to foster positive attitudes toward service and consequently service delivery behaviours

Industry branding : attracting talent to weaker profile industries

This paper reports the quantitative stage of a mixed-methods research project focussing on attracting engineers and skilled technologists to careers in the Australian rail industry in order to sustain its competitiveness. It is estimated that there will be an increase in demand for engineers in rail in addition replacing retirees yet it has been identified that the industry is not attracting its share of entry level and mid-career professionals in what has become a ‘war for talent’. Rail does not project an attractive value proposition to potential employees and there is little formal research in the area of branding as a strategy for talent management for rail. Using brand equity theory the survey findings map what graduating engineers aspire to and what they consider rail offers as an employer. The mismatch between what attracts these young engineers and what they perceive rail offers can inform rail branding and attraction strategies

Industry branding : attracting talent to weaker profile industries

This paper reports the quantitative stage of a mixed-methods research project focussing on attracting engineers and skilled technologists to careers in the Australian rail industry in order to sustain its competitiveness. It is estimated that there will be an increase in demand for engineers in rail in addition replacing retirees yet it has been identified that the industry is not attracting its share of entry level and mid-career professionals in what has become a ‘war for talent’. Rail does not project an attractive value proposition to potential employees and there is little formal research in the area of branding as a strategy for talent management for rail. Using brand equity theory the survey findings map what graduating engineers aspire to and what they consider rail offers as an employer. The mismatch between what attracts these young engineers and what they perceive rail offers can inform rail branding and attraction strategies

Attracting young engineers to the rail industry in Australia

This paper reports the quantitative stage of a mixed-methods research project focussing on attracting engineers and skilled technologists to careers in the Australian rail industry. There is increased demand for engineering skills and a need to replace retirees yet it has been identified that rail is not attracting its share of entry level and mid-career professionals. Using career preference and brand equity theory the survey with engineering students and their influencers map what graduating engineers aspire to and what they and HR/industry stakeholders consider rail offers. The identified mismatch between what attracts these young engineers to engineering careers and what they perceive rail offers and what HR professionals believe rail offers can inform rail branding and attraction strategies

Attraction and image for the Australian rail industry

Despite the global financial downturn, the Australian rail industry is in a period of expansion. Reports indicate that the industry is not attracting sufficient entry level and mid-career engineers and skilled technicians from within the Australian labour market and is facing widespread retirements from an ageing workforce. This paper reports on a completed qualitative study that explores the perceptions of engineering students, their lecturers, careers advisors and recruitment consultants regarding rail as a brand and of careers in the rail industry. Findings are presented about career knowledge, job characteristic preferences, branding and image and indicate that rail as a brand has a dated image, that young people and their influencers have little knowledge of rail careers and that rail could better focus its image and recruitment strategies. Conclusions include suggestions for more effective attraction and image strategies for the industry and for further research

Individual difference factors related to anthropomorphic tendency

© 2016, © Emerald Group Publishing Limited.PurposeThis paper aims to addresses an important gap in anthropomorphism research by examining the individual-level factors that correlate with anthropomorphic tendency. Design/methodology/approachThe extant psychology, marketing and consumer psychology literature is reviewed, and eight hypotheses devised. Data from 509 online survey respondents are analysed to identify individual characteristics associated with anthropomorphic tendency. FindingsThe results reveal that anthropomorphic tendency varies by individual and is significantly related to personality, age, relationship status, personal connection to animals and experiential thinking. Research limitations/implicationsThis paper extends on recent research into the individual nature of anthropomorphic tendency, once thought to be a universal trait. Given that this paper is the first of its kind, testing of further traits is merited. It is suggested that future research further examine personality, as well as other elements of individual difference, and test the role of anthropomorphic tendency in the development of processing abilities with age. Practical implicationsFindings show that anthropomorphic tendency may prove to be a key variable in the segmentation of markets and the design of marketing communications, and that younger, single, more creative, conscientious consumers are an appropriate target for anthropomorphic messages. The importance of personal connection to animals, as well as experiential thinking, is also highlighted. Originality/valueGiven the importance of anthropomorphic tendency for the processing of messages involving non-human endorsers, as well as the formation of relevant attitudes and behaviours, this paper fulfils an identified need to further understand the characteristics of those high on this tendency