Employee development strategies in the B2C banking environment: two Australian case studies

The implementation of technology and, in particular, eCommerce technologies has had unforeseen consequences for the relationship between managers and employees. To be able to operate in an increasingly global and competitive environment, retail banks have had to develop new ways of dealing with their employees. Issues have arisen that have necessitated a rethink in the way employees interact with customers and this, in turn, has required changes to human resource strategies. The question we address in this paper is what are the employee capabilities and qualities retail banks must develop to satisfy both more sophisticated customers (who demand flexibility of interactions, responsiveness and convenience) as well as the organisation’s own needs (including expanded sales opportunities, cost containment or reduction and customer loyalty) when implementing eCommerce technologies. The paper discusses two case studies illustrating some of the issues with which banks, as service organisations, have had to deal. These two banks have taken rather different approaches in their use of technology to interact with their customers and this has implications for the way they manage their employees who deal with those customers.

Understanding transition towards information security culture change

Transitioning towards an information security culture for organisations has not been adequately explored in the current security and management literature. Many authors have proposed how information security culture can be created, fostered and managed within organisations, but have failed to adequately address the transition process towards information security culture change, particularly for small medium enterprises (SMEs). This paper aims to (1) recapitulate key developments and trends within information security culture literature; (2) explore in detail the transition process towards organisational change; (3) adapt the transition process with respects to the key players involved in transition and propose a transition model for information security culture change; and (4) consider how this model could be used by managers and employees of Australian SMEs. A major intention of this paper is to provide academic researchers and practicing managers with an understanding of the transition process towards achieving information security culture change within SMEs.

The employee share ownership plan: what value has it for Australia?

The Australian government is currently committed to the goal of increasing organisational participation in employee share ownership plans (ESOP) from 4% of all companies to 11% by 2009. The Nelson Report into ESOPs commissioned by the Honourable Brendan Nelson highlighted the lack of comprehensive information on the nature and extent of ESO plans in Australia. ” (Nelson 2000). This paper places the program in context by reviewing overseas experiences and considers the viewpoints of both employers and employees. The preliminary investigation concludes by highlighting the need for further thorough research before success for all types of businesses can be confidently predicted. ”

Cultural impact on Chinese corporate disclosure-a corporate governance perspective

Purpose – The purpose of this preliminary study is to explore the impact of changed cultural environment on the voluntary disclosure behaviour of Chinese listed companies.
Design/methodology/approach – A theoretical framework of the relationship between corporate disclosure and governance forms the basis of the research. A composite checklist of corporate disclosure was developed using relevant corporate governance indices and analyses were carried out on the 2003 financial reports of 120 Chinese listed companies. Six areas of voluntary disclosure of the sample companies were analysed and reported. These areas are: board structure and functioning, employees related issues, director remuneration, audit committee, related party transactions and stakeholder interest.
Findings – The results suggest that as China's cultural and social norms change, there was willingness of Chinese listed companies to provide voluntary information in addition to the disclosure requirements. Information relating to stakeholder interest and employees issues are found more frequently disclosed by listed companies than those which were regarded as sensitive. This is an exploratory study which shows that further research may provide more concrete evidence of the changing corporate disclosure environment in China.
Research limitations/implications – This study based on one year's results and as such has limitation in the interpretation of the results. Further research is necessary to demonstrate the impact of culture in corporate disclosure.
Practical implications – The results have practical implications for professional accountants and auditors to understand further the trend of voluntary disclosure in China. The paper provides some evidence of the changing scene of Chinese corporate governance practice.
Originality/value – This study fulfils a gap in prior research by examining the effect of cultural implications in corporate governance, in an emerging economy. The composite voluntary disclosure checklist will serve a good basis of measurement in corporate disclosure.

Investigation of stakeholders commitment to information security awaremess programs

Organisations have become increasingly dependent on technology in order to compete in their respective markets. As IT technology advances at a rapid pace, so does its complexity, giving rise to new IT security vulnerabilities and methods of attack. Even though the human factors have been recognized to have a crucial role in information security management, the effects of weakness of will and lack of commitment on the stakeholders (i.e., employers and employees) parts has never been factored into the design and delivery of awareness programs. To this end, this paper investigates the impacts of the availability of awareness programs and end-user drive and lack of commitment to information security awareness program design, delivery and success.

Consideration of corporate social orientation in managing sport organisations' internal stakeholders

Increasing pressure from the public has raised the expectations on corporations to be better citizens of their communities and society as a whole (Bennet 2002; Carroll 1999; Epstein 1989; Van Marrewijk 2003; Wood 1991). As a result, corporations have engaged in corporate social responsibility efforts with most of the subsequent research focused on its impact on consumer response (e.g., attitudes, behaviours, etc.) (Bhattacharya & Sen 2001, 2004; Porter & Kramer 2002). Similarly, research interest on corporate social responsibility in the sport industry has risen, yet no research studies have explored the influence and perceptions about corporate social responsibility of important internal constituents (employees and volunteers) of sport organisations. Particular interest would be in uncovering what employees and volunteers specifically believe are important among CSR elements (ethical, discretionary, legal, economic) and what impact a sense of 'shared CSR values' with the respective sport organisation would have on employee and volunteer response. Will understanding how shared social values influence organisational commitment provide insight on recruitment, retention and/or development strategies of employees and volunteers? Further, assessing any difference in sensemaking between these two groups would be of additional value to this line of enquiry, as the perceptions of the organisation are understood as "tantamount to reality, since organisations are social constructions made up of and acting in accordance with shared perceptions," (Brickson 2007, p. 865) particularly those of employees and volunteers of sport organisations. With increasing academic and industry interest of corporate social responsibility in sport and to address the obvious gap on CSR and employees and volunteers in the literature, the present study will explore how CSR impacts internal constituents (employees and volunteers) of sport organisations. Specifically, the main purpose of the present study is to assess the level of perceived shared values as they related to CSR (measured as corporate social orientation) between employees- organisation and volunteers- organisation. Further, the influence of the level of perceived shared corporate social orientation (CSO) on organisational identification will be evaluated in the context of a proposed model, which includes the relationship of perceived shared corporate social orientation>organisational identification> attitudinal and behavioural outcomes (i.e., commitment, satisfaction, and organisational behaviour). Using a sample of employees and volunteers of a sport organisation, the respondents will be asked to complete an online survey composed of demographic items, the corporate social orientation scale, and items that measure organisational identification, value commitment, job/ volunteer satisfaction, and organisational citizenship behaviours. Discussion of how other stakeholder (e.g., sponsors, consumers, etc.) perceptions on CSR potentially impacts the model and outcomes (e.g., corporate reputation, consumer behaviour) will be addressed. Analyses and results will support discussion and conclusions made to provide evidence for practitioner and researcher implications.

Public libraries in Ballarat : 1851-1900

This thesis analyses the development of the Ballarat East Free Library (1859), the Ballarat Mechanics’ Institute Library (1859) and the City of Ballaarat Free Library (1878) within the broader context of public librarianship in Victoria between 1851-1900. Mechanics’ Institute libraries and free libraries represent the major derivatives of a nineteenth-century library model that emphasised the pursuit of lifelong learning, private reading and the enjoyment of genteel recreational facilities. The circumstances that led to the formation of an Institute and a free library in Ballarat in, 1,859 provide a unique opportunity to analyse the public library model for two reasons. These libraries were established in a remarkable goldfield city that enjoyed a number of economic and cultural advantages and secondly, the Ballarat Mechanics’ Institute Library and the Ballarat East Free Library experienced such spectacular growth that by 1880 they were two of the largest public libraries in Australia. However, it is argued that this growth cycle could not be sustained due to a combination of factors including low membership levels, limited funding for recurrent expenditure purposes, and heightened dissatisfaction with the book collections. Libraries began to stagnate in the late-1880s and the magnitude of this collapse in Ballarat, and throughout the colony, was subsequently confirmed with the publication of a national survey of Australian libraries in 1935. The ‘Munn-Pitt’ report found that public libraries had provided a better service in 1880 than at any other time in the next six decades. Four conclusions are drawn in this comparative analysis of the Ballarat Mechanics’ Institute Library, the Ballarat East Free Library, and to a lesser extent, the City of Ballaarat Free Library, between 1851-1900. Firstly, is it shown that the literature places considerable emphasis on the formation of public libraries but is far less critical of the long-term viability of the public library model as it evolved in Ballarat and throughout the colony in the nineteenth century. Secondly, whilst Ballarat and its library committees benefited from the city's prosperity and the entrepreneurial zeal of its pioneers, these same library committees were unable to overcome the structural flaws in the public library model or to dispel the widespread belief that libraries were elitist organisations. As a consequence, membership of the major libraries in Ballarat never exceeded 4% of the total population. Thirdly, it is acknowledged that an absence of records relating to book borrowing habits by individuals limits is a limiting factor, but this problem has been addressed, in part, by undertaking a comparative analysis of collection development policies, invoices, lists of popular authors and books, public comment and the book borrowing patterns of a number of comparable libraries in central Victoria. These resources provide a number of insights into the reading habits of library patrons in Ballarat in the late-nineteenth century. Finally, this thesis focuses on the management policies and practices of each library committee in Ballarat in order to move beyond the traditional explanation for the demise of nineteenth-century libraries and to propose an alternative explanation for the stagnation of public libraries in Ballarat in the mid-1880s. The traditional explanation for the demise of colonial libraries was the sudden reduction in government funding in the 1890s, whereas this thesis argues that a combination of factors, including the unresolved tensions with regard to libraries collection development policies, committee and municipal rivalry, and increasing conservatism, had already damaged the credibility of Ballarat’s libraries by the mid-1880s. It is argued that the intense rivalry between library committees resulted in an unnecessary duplication of services and an inadequate membership base. It is also argued that the increasingly conservative, un-cooperative and uninviting attitudes of these library committees discouraged patronage and as a direct consequence, membership and daily visitor rates of the free and Institute libraries in Ballarat plummeted by 80% between 1880-1900.

Healthy or burnout

A model of stress, employee health and intention to quit, was tested among psychiatric nurses. Results indicated that organizational support and employees' sense of control positively mediate the stressor-health relationship at individual and organizational levels, while work-family conflict worsens employee health and increases intention to quit. The professional portfolio explores the association between depression and cognitive functioning, and its impact on the use of cognitive behavioural therapy in the treatment of depression.

Sustainable funding of health initiatives in Wonju, Republic of Korea via a tobacco consumption tax

Wonju is the first municipality in the Republic of Korea to fund the Healthy City project through municipal revenues from the local tobacco consumption tax. We investigated the process of the local tobacco consumption tax being approved as the main source of financing for the local Healthy City project. We also examined the sustainability and sufficiency of the funding by looking at the pricing policies instituted for cigarettes, smoking prevalence, cigarette consumption and revenues from local tobacco consumption as well as the budgetary allocations among programs in the city. The strong initiative of the mayor of Wonju was one of the factors that enabled the earmarking of the local tobacco consumption tax for the Healthy City Wonju project. He consulted academic counselors and persuaded the municipal government and the City Council to approve the bill. Despite the increasing price of cigarettes in Korea, adequate funding can be sustained to cover the short-term and mid-term programs in Wonju for at least 5 years of the mayor's term, because the smoking rate is persistently high. Analyzing the effects of strong leadership on the part of local authorities and the balance between revenues from the tobacco tax and the prevalence of smoking in the face of anti-smoking policies would be helpful for other countries and communities interested in developing sustainable Healthy Cities projects.

Corporate image in the leisure services sector

Purpose – This paper seeks to empirically examine the relationship between corporate image and customer satisfaction in the leisure services sector. It also aims to examine the mediating impact of employees and servicescape on this relationship.
Design/methodology/approach – Data were collected from a sample of 195 individuals who had visited an Australian zoological garden over a specified time period. Confirmatory factor analysis was used to test the validity of the measures, whilst structural equation modelling and multiple regression were used in hypothesis testing.
Findings – Findings reveal that corporate image has a significant positive relationship with customer satisfaction. Although the results indicate that the relationship between corporate image and customer satisfaction is not mediated by either servicescape or employees, they imply that corporate image and employees directly influence customer satisfaction.
Research limitations/implications – A single-case study design was implemented, limiting the generalisability of the findings. This provides an opportunity for replication of the model in other leisure services environments and services contexts outside the leisure services industry.
Practical implications – The findings reinforce the need for leisure services operators to prioritise the development of a strong, clear corporate image. The extended analysis illustrates that the disaggregated dimensions of corporate image are valuable to consider in terms of directing managerial strategy. Employees and servicescape are key aspects of the service offer on which management needs to focus to ensure that their desired corporate image is communicated and reinforced.
Originality/value – This study addresses an identified need to further examine the relationship between corporate image and customer satisfaction. It also contributes to corporate branding research by broadening the conceptualisation of the corporate image construct. Moreover, this study contributes to the corporate image literature by examining the mediating factors of employees and servicescape.

Adoption of social media in Victorian local governments

The use of the Internet and social media tools by Australians has increased significantly over the last five years. Social media tools provide local governments with the opportunity to inform, serve and interact with their constituents on a level not previously possible. This paper uses a mixed method approach to firstly review current use of social media tools by Victorian local governments and secondly interview elected officials and administrators of four Victorian local councils about barriers to the adoption of social media tools. The results show that while 59 Victorian local governments (74%) are utilizing at least one social media tool, there are 20 councils (25%) that still do not utilize social media tools. The interviews indicate that the main barriers hindering social media implementations are: uncertainty, fear of risk, lack of knowledge and experience, lack of resources, lack of trust and, the culture of government. The main contribution of this study is a review of the current level of adoption of social media tools by Victorian local governments and identifies a number of barriers that prevent local government from fully utilizing the advantages of social media tools. Currently most Victorian local governments use social media to disseminate information.

Stanley Melbourne Bruce in London, 1938-41

This article examines Stanley Melbourne Bruce's role as Australian high commissioner in London during the approach to the Second World War and the European War from 1939 to 1941. It argues that Bruce in this period was an influential high commissioner who strongly influenced Australian foreign policy and exercised some influence, albeit with limitations, on the British government. After 1933, Bruce had transformed the office of Australian high commissioner in London from a largely commercial position into one with real diplomatic influence. In the approach to war, Bruce tended to bolster the policy of appeasement on which the Chamberlain government was already decided and in the Phoney War his cautious arguments contributed to the delay of the Allied intervention in Norway. With the accession of Winston Churchill to the prime ministership in May 1940, Bruce lost some of the influence he had had with Neville Chamberlain and he was on the losing side of the argument inside the British Cabinet about the possibility of a negotiated peace in May–June 1940. Despite the limitations of his personal relationship with Churchill, he was nonetheless an influential voice with other British ministers and senior officials and with the US ambassador in London and key members of the Roosevelt administration. This equipped him to play an effective part in the emerging Anglo-American alliance and issues of post-war international reconstruction.

A safety culture in construction business

Promoting safety management is always the top priority in construction business. Fostering safety culture will be one of the most effective ways. This paper is a case study, based upon the “Geller’s 10 principles for achieving a total safety culture”, to review how a construction companyin Hong Kong effectively promoting safety culture and enjoying pleasant safety records. Zero harmis not a “zero sum game”, but it requires positive “top down” and “bottom up” actions from both employers and employees.

Performance evaluation of e-government services using balance scorecard : an empirical study in Jordan

Purpose - the purpose of this paper is to emphasise on a balance between quantitative and qualitative measures, and examine the use of Balanced Scorecard to evaluate and estimate the performance of information and communication technologies (ICT) in delivering valuable e-government services through the internet. Design/methodology/approach - This study tests the hypotheses of e-government effectiveness using Balanced Scorecard technique by incorporating qualitative measures within a quantitative research methodology with data collected by means of a survey questionnaire. The survey sample of 383 stakeholders includes common customers, employees of e-government, and employees from the IT sector. The survey data were analysed to test the hypothesis in measuring e-government effectiveness from Balanced Scorecard's four dimensions: customer perspective, financial perspective, internal business process perspective, and innovation and learning perspective. Findings - The results show that the Balanced Scorecard factors fit very well with monitoring and measuring the performance of e-government in Jordan, and also in evaluating their success in IT project investments. Originality/value - This study attempts to address this gap in the literature and would benefit future studies in applying Balanced Scorecard for performance evaluation of various IT projects that are gaining huge investments from governments and organisations .

Student perceptions of environmental management : profiling the future environmental manager

Large growth is expected in the environment industry in coming decades; especially in Australia where the government's new price on carbon began in July 2012. This growth inevitably raises the question of who will fill new environmental management roles. This article presents the perceptions and expectations of students who are beginning to think about a possible career in this sector; what influences their decision-making and how do they view a career as an environmental manager? Without this information the environment sector will be under prepared for the expectations of incoming recruits and may lose valued students, graduates and employees. We found that prospective environmental managers are passionate and committed individuals who express a desire to help create a better world. They fail, however, to adequately articulate what environmental management entails, and have a poor understanding of the industry. They appear to be worried about financial security in what they see as a growing, but not yet fully mature, industry. The environment sector must therefore take the opportunity to engage these future environmental managers, and to communicate where the field will lead and how it can help this next generation achieve their aspirations to ‘save the planet’.