Social and Behavioral Sciences Commons^™

Social Networks, Social Learning And Service Systems Improvement, Andrew Sense, Matthew Pepper

Faculty of Commerce - Papers (Archive)

This article illustrates and qualitatively explores the value of understanding the social networks present in a service operation through a case study of a local government service network that manages regional development applications. It also examines how social learning underpins service systems performance improvement and how it is instrumental in creating a richer environment for ongoing service network innovation and development. It is argued that gaining a better understanding of these social networks and the social learning potential in a system offers substantial and highly practitioner-friendly avenues to progress service systems capability development. These fi ndings clearly place an emphasis …

How To Use Qualitative Research To Design A Managerially Useful E-Service Questionnaire, John R. Rossiter

Faculty of Commerce - Papers (Archive)

E-service questionnaires must be content-aligned with the company or organization’s customer relationship management system (CRM). Four phases of qualitative research will ensure this alignment. The first phase is a qualitatively evaluative search of the practitioner literature on e-retailing, both B2B and B2C, and on CRM so as to capture evolving knowledge in both fields. The second phase is individual depth interviews (IDIs) with potential, current, and lapsed customers to map their e-interactive behavior and experiences. The third phase is dyadic depth interviews (DDIs) with the marketing manager and the website designer to fully understand the company’s current and potential e-service …

Emergency Service Volunteers: A Comparison Of Age, Motives And Values, Julie E. Francis, Michael Jones

Faculty of Commerce - Papers (Archive)

Understanding why volunteers join an emergency service and why they stay is critical to developing more effective recruitment and retention strategies. Subsequently, this study examines the roles of age, motivations and values in satisfaction among New Generation (aged below 35 years) and Traditional Generation (aged 35 years and above) volunteers. The research conducted an online survey of 252 State Emergency Service (SES) volunteers. The results indicate a mix of similarities and differences across the generations. First and foremost though, the primary reasons for joining and staying with the service are the same for both age groups - and those reasons …

Continuance Of Mhealth Services At The Bottom Of The Pyramid: The Roles Of Service Quality And Trust, Shahriar Akter, Pradeep Ray, John D'Ambra

Faculty of Commerce - Papers (Archive)

Continued usage of information systems (or, IS continuance) has proven to be a critical success parameter for ICT implementation at the top of the global economic pyramid. However, there are few studies which have explored continued IS usage at the bottom of the economic pyramid (BOP) though it represents the majority of the world's population. To fill this knowledge gap, this study develops an mHealth continuance model at the BOP framing the impact of two post adoption expectation beliefs (i.e., perceived service quality and perceived trust). This study extends ECM (expectation confirmation model) perspective synthesizing the extant literature on continued …

Modeling The Effects Of Quality In A Transformative Health Service, Shahriar Akter, Umme Hani

Faculty of Commerce - Papers (Archive)

Understanding the effects of service quality on economic (i.e., continuance intentions) and social (i.e., quality of life) outcomes is critical to extend the focus of transformative service research. This study specifies mHealth as a transformative service and models the impact of its overall quality on satisfaction, continuance intentions and quality of life. Based on cognition - affective - conation chain, the conceptual model explicitly identifies convenience, confidence, cooperation, care and concern as the primary dimensions of mHealth service quality. The study validates the higher-order quality model and its association with subsequent latent variables using PLS path modeling. The findings confirm …

Long-Run Mortality Effects Of Vietnam-Era Army Service: Evidence From Australia's Conscription Lotteries, Peter Siminski, Simon Ville

Faculty of Commerce - Papers (Archive)

We estimate the effect of Vietnam-era Army service on mortality, exploiting Australia's conscription lotteries for identification. We utilize population data on deaths during 1994-2007 and military personnel records. The estimates are identified by over 51,000 compliers induced to enlist in the Army. We find no statistically significant effects on mortality overall, nor for any cause of death. The estimated relative risk (RR) of death associated with Army service is 1.03 (95% CI: 0.92, 1.19). On the assumption that Army service affected mortality only for those who served in Vietnam, the estimated RR is 1.06 (95% CI: 0.81, 1.51).

The Health Service Bus: An Architecture And Case Study In Achieving Interoperability In Healthcare, Amanda Ryan, Peter W. Eklund

Faculty of Commerce - Papers (Archive)

Interoperability in healthcare is a requirement for effective communication between entities, to ensure timely access to up to-date patient information and medical knowledge, and thus facilitate consistent patient care. An interoperability framework called the Health Service Bus (HSB), based on the Enterprise Service Bus (ESB) middleware software architecture is presented here as a solution to all three levels of interoperability as defined by the HL7 EHR Interoperability Work group in their definitive white paper “Coming to Terms”. A prototype HSB system was implemented based on the Mule Open-Source ESB and is outlined and discussed, followed by a clinically-based example.

Customer Orientation In An Australian Public Service Agency And Its Effect On Public Service Motives: Developing A Research Study, Christa Wood

Faculty of Commerce - Papers (Archive)

The Australian public service has experienced dramatic changes during the last few decades. One of the changes is the push for public servants to behave in accordance with private sector principles, such as customer service orientation. This paper is developing a research study that aims to analyse the motivational forces that enable (or disable) the behavioural changes of public servants and what impact (if any) those changes have on traditional public service motives. The study intends to use an extended expectancy-valence model together with a public service motive measurement scale to identify if there are relationships between motivational forces, customer …

Toward A Valid Measure Of E-Retailing Service Quality, John R. Rossiter

Faculty of Commerce - Papers (Archive)

E-retailers are major players in the field of electronic commerce and their success would seem to depend on service quality, because they are selling the same products that traditional retailers sell. This article critiques Collier and Bienstocks [5] new measure of e-retailing service quality and shows how the stages of e-retailing service quality can be more validly measured by adopting Rossiters [12] C-OAR-SE procedure for scale development. Collier and Bienstock`s measure is insufficiently valid because the measure (1) fails to specify the hierarchical objects that form the construct, and measures the overall object, e-retailing, wrongly by focusing on completed transactions; …

Cross-Cultural Differences In The Development Of Trust In Relational Service Exchange - An Empirical Analysis Of The Moderating Role Of Uncertainly Avoidance, Jan H. Schumann, Florian Wangenheim, Zhilin Yang, Sandra Praxmarer, Fernando Jinenez, Marcin Komor, G Shainesh

Faculty of Commerce - Papers (Archive)

Customer trust is of high importance for customer relationship management in services.

While service providers increasingly provide their services globally, little is known about cross-cultural differences in the way customers develop trust in their service providers. The present paper fills this void by providing a research model that builds on the idea that cross-cultural differences in the development of trust can be explained by moderating effects of uncertainty avoidance. This view is supported by results of an empirical analysis conducted in the banking context in six countries. Managerial implications are derived and directions for further research are proposed.

Process Flow Mapping Of Consumers In A High Involvement Service Purchase Process: An Exploratory Study, Robert G. Grant, Elias Kyriazis

Faculty of Commerce - Papers (Archive)

This paper reports on an exploratory study undertaken to deal with the intricacy of consumer behaviour in a buying process for a complex high involvement service bundle spanning both offline and online channels. A key finding is that consumers switch repeatedly between online and offline channels and between different types of information source to satisfy their search needs. This offers a challenge for communications management if organisations wish to add customer value by minimising their customer time and effort search costs. Prior online channel research has not acknowledged off-line information complementarity for complex high involvement search. Travel agents and principal …

Mobile Information Access And Diffusion In Ambulatory Care Service Settings, Jason P. Sargent, Peter W. Eklund, Amanda Ryan, Lois Burgess, Joan Cooper, Carole Alcock, Damien Ryan

Faculty of Commerce - Papers (Archive)

Clinical information systems for Ambulatory Care are predominantly paper-based. This paper represents a preliminary overview (work-in-progress) of the electronic Point of Care (ePOC) Personal Digital Assistant Project- a mobile e-Health research and development project and the intrinsic considerations which arise when designing alternative electronic patient data management systems tailored to Ambulatory Care. Its purpose is to address issues which allow technological enablement of electronic patient data management in the delivery of home-based medical care. We present the methodological considerations for document management within this e-Health setting and proposed rollout of an electronic Point-Of-Care (ePOC) system. While the replacement of more …

The Design Of A Performance Measurement Model For Small Firms Within The Service Sector, Vicki Baard, Edmund W. Watts

Faculty of Commerce - Papers (Archive)

The role of small business, as part of the value adding chain in any economy, should never be understated. In Australia small business represents 96% of all private sector business, accounts for 47% of all private sector employment and the majority fail within three to five years of establishment. Despite this contribution the small business sector, and in particular the service sector component, appear to be underrepresented in the development of specific performance measurement models, which, within the academic and professional literature appear to focus on their larger firm counterparts. Given the unique position of small business service organisations the …

Relative Values And Complementarity Of Online And Offline Interactions In Consumer Buying Behaviour: A Proposed Research Plan To Study Purchasing Of A Consumer Service Product Bundle, Robert G. Grant

Faculty of Commerce - Papers (Archive)

Current research into online consumer behaviour seems to be limited in two respects, firstly it treats online interaction as a stand-alone phenomenon and secondly it focuses on discrete steps in consumer processes, neglecting links between the steps. This paper proposes a research method to investigate relative values and complementarity between online and offline interactions in a consumer's buying process, examining differences within and between steps. A range of information source types and functional resource options will be researched for both effectiveness and efficiency benefits as well as emotional preferences for both online and offline interactions.

The research will focus on …

Epoc: Mobile Clinical Information Access And Diffusion In Ambulatory Care Service Settings, Peter W. Eklund, Jason P. Sargent

Faculty of Commerce - Papers (Archive)

This paper represents an overview of a field trial for a patient data management system used in ambulatory care. Its purpose is to give an outline of the issues that allow technological enablement of electronic patient data management in the delivery of home-based medical care. While the replacement of more traditional paper-based patient data management using PDAs as a collection platform are technically straightforward, the organizational realignment of an electronic document management system require careful study and deployment in order to maximize success. We outline the methodological considerations for document management diffusion within this e- Health setting and describe the …

The Development Of An Industry Specific Performance Measurement Model For Service Organisations Within The Small Business Sector, Vicki Baard, Edmund W. Watts

Faculty of Commerce - Papers (Archive)

The role of small business, as part of the value adding chain in any economy, should never be understated. In Australia small business represents 96% of all private sector business, accounts for 47% of all private sector employment and the majority fail within three to five years of establishment. Despite this contribution the small business sector, and in particular the service sector component, appear to be underrepresented in the development of specific performance measurement models, which, within the academic and professional literature appear to focus on their larger firm counterparts. Given the unique position of small business service organisations the …

Consumer Preferences For Online And Offline Resources In The Process Of Buying A High Involvement Service Bundle: A Qualitative Exploration, Robert G. Grant

Faculty of Commerce - Papers (Archive)

Adding online resources to a promotional mix adds a new level of complexity to marketing communications. The challenge for marketers is to retain a focus on value delivery which requires understanding both main effects and interactions between communication and promotional methods. This paper reports a qualitative study preceding a non-discrete choice experiment simulation to research information source effects at different stages of the buying process for different service types.