Introducing employee social identification to customer satisfaction research: a hotel industry study

The purpose of this paper is to address the concept of linkage research and propose the addition of social identity theory as an important consideration in managing employee-customer interactions and customer satisfaction.

Participatory approach for the identification of dairy industry needs in the design of research, development and extension actions: Australian and Brazilian case studies

In both Australia and Brazil there are rapid changes occurring in the macroenvironment of the dairy industry. These changes are sometimes not noticed in the microenvironment of the farm, due to the labour-intensive nature of family farms, and the traditionally weak links between production and marketing. Trends in the external environment need to be discussed in a cooperative framework, to plan integrated actions for the dairy community as a whole and to demand actions from research, development and extension (R, D & E). This paper reviews the evolution of R, D & E in terms of paradigms and approaches, the present strategies used to identify dairy industry needs in Australia and Brazil, and presents a participatory strategy to design R, D & E actions for both countries. The strategy incorporates an integration of the opinions of key industry actors ( defined as members of the dairy and associated communities), especially farm suppliers ( input market), farmers, R, D & E people, milk processors and credit providers. The strategy also uses case studies with farm stays, purposive sampling, snowball interviewing techniques, semi-structured interviews, content analysis, focus group meetings, and feedback analysis, to refine the priorities for R, D & E actions in the region.

Modern environmental improvement pathways for the coal power generation industry in Australia

In this work we assess the pathways for environmental improvement by the coal utilization industry for power generation in Australia. In terms of resources, our findings show that coal is a long term resource of concern as coal reserves are likely to last for the next 500 years or more. However, our analysis indicates that evaporation losses of water in power generation will approach 1000 Gl (gigalitres) per year, equivalent to a consumption of half of the Australian residential population. As Australia is the second driest continent on earth, water consumption by power generators is a resource of immediate concern with regards to sustainability. We also show that coal will continue to play a major role in energy generation in Australia and, hence, there is a need to employ new technologies that can minimize environmental impacts. The major technologies to reduce impacts to air, water and soils are addressed. Of major interest, there is a major potential for developing sequestration processes in Australia, in particular by enhanced coal bed methane (ECBM) recovery at the Bowen Basin, South Sydney Basin and Gunnedah Basin. Having said that, CO2 capture technologies require further development to support any sequestration processes in order to comply with the Kyoto Protocol. Current power generation cycles are thermodynamic limited, with 35-40% efficiencies. To move to a high efficiency cycle, it is required to change technologies of which integrated gasification combined cycle plus fuel cell is the most promising, with efficiencies expected to reach 60-65%. However, risks of moving towards an unproven technology means that power generators are likely to continue to use pulverized fuel technologies, aiming at incremental efficiency improvements (business as usual). As a big picture pathway, power generators are likely to play an increasing role in regional development; in particular EcoParks and reclaiming saline water for treatment as pressures to access fresh water supplies will significantly increase.

Estimating the abundance of eastern grey kangaroos (Macropus giganteus) in south-eastern New South Wales, Australia

To provide an estimate of kangaroo numbers for harvest management, a survey was designed for an area of 29500 km(2) encompassing the agricultural and grazing lands of the Braidwood, Cooma, Goulburn, Gundagai and Yass Rural Lands Protection Board (RLPB) districts in south-east New South Wales. An aerial survey using a helicopter was considered more efficient than ground survey because of the size of the area, relatively high relief and dense tree cover, and the need for regular monitoring. Tree cover and landscape relief was used to stratify the five RLPB districts into areas of probable high, medium and low kangaroo density. Kangaroo density estimated from helicopter surveys conducted in the Northern Tablelands of New South Wales was used to suggest densities and thereby allocate survey effort in each stratum. A survey comprising 735 km of transect line was conducted in winter 2003 with a target precision of 20%. The survey returned an estimate of 286600 32300 eastern grey kangaroos for the whole of the proposed south-east New South Wales kangaroo-management zone. In 2004, a trial harvest of slightly less than 15% of this estimate was taken. Success of the trial will be determined by the impact of harvesting on the population's dynamics, by landholder and industry participation, and by the capacity to monitor population size, harvest offtake and compliance with regulations.