Submission for the Queensland Government Parliamentary Inquiry into personal health promotion interventions using telephone and web-based technologies

Telephone and web-based technologies such as SMS, smartphone apps, gamification, online/mobile games, online quizzes and tools can be used in personal health interventions in two ways: health promotion or social marketing. In response to the Queensland government's call for submissions to the parliamentary inquiry, a social marketing and design submission from four of the faculties at Queensland University of Technology was submitted. There appears to be a great deal of confusion in government circles about the terms ‘social marketing’ and ‘health promotion’ and often they are used interchangeably when they are actually significantly different approaches. Social marketing is the science and practice of behaviour change and involves goods and services that offer a value proposition, and which incentivises citizens to change their behaviour voluntarily. However, social marketing is often mistakenly used to describe advertising and communication or social media marketing. This submission contains an overview of how technology interventions need to be implemented to be successful, provides examples of the evidence that telephone and web-based interventions can effectively influence public health outcome. This submission poses seven critical factors.

Service-learning through multiple client-sponsored projects in an MBA marketing course

This paper outlines an approach for teaching Marketing Principles in an MBA course through service-learning to enable adult learners to connect the lectures’ marketing content to a real-world marketing project. During the course, 40 students in groups of four to five individuals were involved in eight different client-sponsored marketing projects executed simultaneously. The rationale, planning and management of this approach utilised current research on service-learning, living cases and client-sponsored projects in marketing education. The experimental curriculum design is presented in a timeline that mirrors the preparation and management of the group projects and the considerations to be taken into account when initiating and facilitating the projects. Reflections from this iteration of the service-learning design suggest the importance of: detailed project planning, the involvement of students in choosing the projects, the introduction of forms and feedback loops, the role of the instructor in facilitating the students and managing expectations, and the role of the company representative in supporting the groups.

Frequent (flier) frustration and the dark side of word‐of‐web: exploring online dysfunctional behavior in online feedback forums

Purpose Following the perspective of frustration theory customer frustration incidents lead to frustration behavior such as protest (negative word‐of‐mouth). On the internet customers can express their emotions verbally and non‐verbally in numerous web‐based review platforms. The purpose of this study is to investigate online dysfunctional customer behavior, in particular negative “word‐of‐web” (WOW) in online feedback forums, among customers who participate in frequent‐flier programs in the airline industry. Design/methodology/approach The study employs a variation of the critical incident technique (CIT) referred to as the critical internet feedback technique (CIFT). Qualitative data of customer reviews of 13 different frequent‐flier programs posted on the internet were collected and analyzed with regard to frustration incidents, verbal and non‐verbal emotional effects and types of dysfunctional word‐of‐web customer behavior. The sample includes 141 negative customer reviews based on non‐recommendations and low program ratings. Findings Problems with loyalty programs evoke negative emotions that are expressed in a spectrum of verbal and non‐verbal negative electronic word‐of‐mouth. Online dysfunctional behavior can vary widely from low ratings and non‐recommendations to voicing switching intentions to even stronger forms such as manipulation of others and revenge intentions. Research limitations/implications Results have to be viewed carefully due to methodological challenges with regard to the measurement of emotions, in particular the accuracy of self‐report techniques and the quality of online data. Generalization of the results is limited because the study utilizes data from only one industry. Further research is needed with regard to the exact differentiation of frustration from related constructs. In addition, large‐scale quantitative studies are necessary to specify and test the relationships between frustration incidents and subsequent dysfunctional customer behavior expressed in negative word‐of‐web. Practical implications The study yields important implications for the monitoring of the perceived quality of loyalty programs. Management can obtain valuable information about program‐related and/or relationship‐related frustration incidents that lead to online dysfunctional customer behavior. A proactive response strategy should be developed to deal with severe cases, such as sabotage plans. Originality/value This study contributes to knowledge regarding the limited research of online dysfunctional customer behavior as well as frustration incidents of loyalty programs. Also, the article presents a theoretical “customer frustration‐defection” framework that describes different levels of online dysfunctional behavior in relation to the level of frustration sensation that customers have experienced. The framework extends the existing perspective of the “customer satisfaction‐loyalty” framework developed by Heskett et al.

Service Experience in an Innovation Context

Service researchers and practitioners have repeatedly claimed that customer service experiences are essential to all businesses. Therefore comprehension of how service experience is characterised in research is an essential element for its further development through research. The importance of greater in-depth understanding of the phenomenon of service experience has been acknowledged by several researchers, such as Carú and Cova and Vargo and Lusch. Furthermore, Service-Dominant (S-D) logic has integrated service experience to value by emphasising in its foundational premises that value is phenomenologically (experientially) determined. The present study analyses how the concept of service experience has been characterised in previous research. As such, it puts forward three ways to characterise it in relation to that research: 1) phenomenological service experience relates to the value discussion in S-D logic and interpretative consumer research, 2) process-based service experience relates to understanding service as a process, and 3) outcome-based service experience relates to understanding service experience as one element in models linking a number of variables or attributes to various outcomes. Focusing on the phenomenological service experience, the theoretical purpose of the study is to characterise service experience based on the phenomenological approach. In order to do so, an additional methodological purpose was formulated: to find a suitable methodology for analysing service experience based on the phenomenological approach. The study relates phenomenology to a philosophical Husserlian and social constructionist tradition studying phenomena as they appear in our experience in a social context. The study introduces Event-Based Narrative Inquiry Technique (EBNIT), which combines critical events with narratives and metaphors. EBNIT enabled the analysis of lived and imaginary service experiences as expressed in individual narratives. The study presents findings of eight case studies within service innovation of Web 2.0, mobile service, location aware service and public service in the municipal sector. Customers’ and service managers’ stories about their lived private and working lifeworld were the foundation for their ideal service experiences. In general, the thesis finds that service experiences are (1) subjective, (2) context-specific, (3) cumulative, (4) partially socially constructed, (5) both lived and imaginary, (6) temporally multiple-dimensional, and (7) iteratively related to perceived value. In addition to customer service experience, the thesis brings empirical evidence of managerial service experience of front-line managers experiencing the service they manage and develop in their working lifeworld. The study contributes to S-D logic, service innovation and service marketing and management in general by characterising service experience based on the phenomenological approach and integrating it to the value discussion. Additionally, the study offers a methodological approach for further exploration of service experiences. The study discusses managerial implications in conjunction with the case studies and discusses them in relation to service innovation.

What Can A Service Logic Offer Marketing Theory

The goods-dominated marketing model has major shortcomings as a guiding marketing theory. Its marketing mix approach is mainly geared towards buying and does not include consumption as an integral part of marketing theory. Although it is during the process of consuming goods and services that value is generated for customers and the foundation for repeat purchasing and customer relationships are laid, this process is left outside the scope of marketing. The focus in service marketing is not on a product but on interactions in service encounters. Consumption has become an integral part of a holistic marketing model. Other than standardized goods-based value propositions can be better understood when taking a servicebased approach. It is concluded that marketing based on a goods logic is but a special case of marketing based on a service logic and applicable only in certain contexts with standardized products.

Marketing and the Logic of Service: Value Facilitation, Value Creation and Co-creation, and Their Marketing Implications

The discussion of a service-dominant logic has made the findings of decades of service marketing research a topic of interest for marketing at large. Some fundamental aspects of the logic such as value creation and its marketing implications are more complex than they have been treated as so far and need to be further developed to serve marketing theory and practice well. Following the analysis in the present article it is argued that although customers are co-producers in service processes, according to the value-in-use notion adopted in the contemporary marketing and management literature they are fundamentally the creators of value for themselves. Furthermore, it is concluded that although by providing goods and services as input resources into customers’ consumption and value-generating processes firms are fundamentally value facilitators, interactions with customers that exist or can be created enable firms to engage themselves with their customers’ processes and thereby they become co-creators of value with their customers. As marketing implications it is observed that 1) the goal of marketing is to support customers’ value creation, 2) following a service logic and due to the existence of interactions where the firm’s and the customer’s processes merge into an integrated joint value creation process, the firm is not restricted to making value propositions only, but can directly and actively influence the customer’s value fulfilment as well and extend its marketing process to include activities during customer-firm interactions, and 3) although all goods and services are consumed as service, customers’ purchasing decisions can be expected to be dependant of whether they have the skills and interest to use a resource, such as a good, as service or want to buy extended market offerings including process-related elements. Finally, the analysis concludes with five service logic theses.

Caso práctico: La Planificación Estratégica del Museo Guggenheim Bilbao desde una perspectiva de Marketing

[ES] La dimensión del mercado turístico y dentro de éste el mercado turístico cultural no deja de crecer y desarrollarse. En algunas regiones su importancia ha sido vital al servir como motor al propio desarrollo económico de la zona. Éste ha sido el caso del fenómeno conocido como Museo Guggenheim que ha contribuido de una forma clara e importante al desarrollo económico de la zona del Gran Bilbao y ha servido de ejemplo para intentar el mismo modelo con mayor o menor éxito en diferentes zonas de España.

Factores a considerar en la gestión de marketing del turismo rural. Cómo integrar turismo, marketing y medio ambiente en aras de un desarrollo sostenible

El aprovechamiento del medio rural para llevar acabo actividades turísticas no es algo nuevo en España. Sin embargo, no es hasta mediados de los 80 cuando el turismo rural empieza a tener un desarrollo mayor, apreciándose un crecimiento de la oferta, a medida que lo hacía la demanda. Este trabajo se circunscribe a este área y pretende determinar bajo qué circunstancias debe desarrollarse la gestión del marketing en este tipo turismo y establecer en qué medida sus peculiares características influyen en las actuaciones de las empresas en el ámbito rural.

Uma cidade partida: Itacaré e os dilemas da desterritorialização pelo turismo

Este trabalho iniciou-se a partir das inquietações que surgiram por ocasião da primeira visita ao município de Itacaré, no litoral sul da Bahia, onde trabalhamos com alfabetização de jovens e adultos, em função das muitas vozes que se fizeram ouvir. Itacaré, rica em belezas naturais, com praias, rios e cachoeiras lindíssimas, vem sofrendo, segundo a população nativa da região, muitas transformações em nome do progresso e da globalização, via processo de turistificação. Precisamente, nos últimos cinco anos as mudanças são tantas, com a chegada dos turistas das mais variadas regiões, que moradores já se percebem desterritorializados, bem como já se torna visível por intermédio das vozes ouvidas, que o processo de desconstrução de identidades é uma realidade inconteste. Desta forma, tentando entender o processo de desterritorialização que se generaliza, como também o de desconstrução de identidades, nos propusemos a entender as especificidades deste município permeadas pelos desdobramentos do turismo e suas consequências, desvelando as memórias coletivas e as representações sociais, através das histórias da população local que apontam, de certa forma, a usurpação daquilo que, segundo eles, são os seus maiores bens: a dignidade e o respeito aos filhos da terra, pois que boa parcela da população local está perdendo o seu espaço na medida em que as preocupações do poder público local se solidificam nos privilégios aos estrangeiros. Buscou-se o Serviço Social como o lugar da discussão na medida em que neste vislumbramos de forma mais adensada a preocupação com políticas sociais que deem conta de grande parcela da população excluída ou incluída perversamente.

Museos y turismo: expectativas y realidades

Cap. 1. La interrelación entre los sistemas turístico y patrimonial: más allá de los discursos apologéticos y las prácticas reduccionistas. Iñaki Arrieta Urtizberea Cap. 2. Turistas y museos. Apocalípticos e integrados. José Antonio Donaire. Cap. 3. Turismo cultural. Ficciones sobre realidades, realidades sobre invenciones. Agustín Santana Talavera, Pablo Díaz Rodríguez y Alberto Jonay Rodríguez Darias. Cap. 4. ¿Museos a la deriva o continentes a la deriva?: consecuencias de la crisis financiera para los museos de América del Norte, Yves Bergeron. Cap. 5. Patrimonio histórico, turismo, economía: ¿un desafío o una alianza? El caso de Populonia (Toscana, Italia). Daniele Manacorda. Cap. 6. Diagnóstico posrevolucionario en Túnez: delirio turístico, fiebre museística y la locura del jazmín. Habib Saidi. Cap. 7. Patrimonio etnológico: ¿recurso socioeconómico o instrumento sociopolítico? El caso de los Astilleros Nereo de Málaga. Esther Fernández de Paz. Cap. 8. De Rampas y Pasarelas: los museos Guggenheim como espacios artísticos genéricos. Sophia Carmen Vackimes. Cap. 9. El patrimonio como fuente de desarrollo sostenible en las regiones del interior norte de Portugal: el caso del municipio de Vieira do Minho. Eduardo Jorge Duque. Cap. 10. Museos, turismo y desarrollo local: el caso de Belmonte, Portugal. Luís Silva. Cap. 11. ¿Existen razones de eficiencia económica en las decisiones de cierre parcial de algunos museos locales? Análisis del caso del Museo Darder (Banyoles) en el contexto de los museos de Cataluña. Gabriel Alcalde, Josep Burch, Modest Fluvià, Ricard Rigall i Torrent y Albert Saló.

Museos y parques naturales: comunidades locales, administraciones públicas y patrimonialización de la cultura y la naturaleza

Cap. 1. Patrimonialización cultural y natural: un proceso, múltiples aproximaciones. Cap. 2. Comment un musée de ville peut-il être au service des citoyens? Un parcours et quelques pistes d’action. Jean-François Leclerc. Cap. 3. Los museos comunitarios de Kuna Yala y la memoria histórica. Anelio Merry López Cap. 4. Turismo y museos en la ciudad de Valencia. Javier Martí. Cap. 5. La Red de Museos Etnográficos de Asturias: proyecto y realidad. Juaco López Álvarez. Cap. 6. Culturas campesinas y conservación del patrimonio natur-rural. Jaime Izquierdo. Cap. 7. Faire et savoir faire un « territoire patrimonial » : Parc naturel régional du Haut-Jura (France). Olivier Givre. Cap. 8. Espacios naturales y especies salvajes. La construcción de la naturaleza como patrimonio en el Pallars Sobirà, Pirineo catalán. Oriol Beltran e Ismael Vaccaro. Cap. 9. L’histoire au cœur de la cité : l’exemple du laboratoire d’histoire et de patrimoine de Montréal. Joanne Burgess.

Museos, memoria y turismo

Cap. 1. Museos y patrimonio: de la distancia retórica a la interlocución democrática. Iñaki Díaz Balerdi. Cap. 2. Au coeur des conflits entre memoire, histoire et developpement economique, les nouveaux enjeux des musees de société aujourd’hui. François Hubert. Cap. 3. Elites, Instituciones Públicas, identidad cultural y turismo en los orígenes del Museo Municipal de Donostia-San Sebastián. Iñaki Arrieta Urtizberea. Cap. 4. Los orígenes de la museografía etnográfica en Cataluña: el Arxiu-Museu Folklòric de Ripoll. Oriol Beltran Costa. Cap. 5. Museo de la Pesca en Palamós: espacio para la memoria de los pescadores. Miquel Martí i Llambrich. Cap. 6. Arqueología y museos en Gipuzkoa; las experiencias del Centro de Estudios ARKEOLAN (1986-2005). Mª Mercedes Urteaga Artigas. Cap. 7. Penser un Musée des Confluences: un autre discours sur soi et les autres que soi. Thierry Valentin. Cap. 8. Turismo cultural y museos: oportunidades de desarrollo comunes. El caso de Cesis, Letonia. María Fernández Sabau. Cap. 9. La gestión y el uso turístico de los museos: la experiencia de Barcelona. Jordi Juan Tresserras y Juan Carlos Matamala. Cap. 10. Museos, turismo y desarrollo local en el norte de Portugal: el Ecomuseo del Barroso. Xerardo Pereiro. Cap. 11. Turismo y patrimonio cultural en las pequeñas y medianas ciudades: el Barri Vell de Girona y el Museu d’Art de Girona. Josep Manuel Rueda Torres.

Web Services Workflows—Composition, Co-Ordination, and Transactions in Service-Oriented Computing

Web services can be seen as a newly emerging research area for Service-oriented Computing and their implementation in Service-oriented Architectures. Web services are self-contained, self-describing modular applications or components providing services. Web services may be dynamically aggregated, composed, and enacted as Web services Workflows. This requires frameworks and interaction protocols for their co-ordination and transaction support. In a Service-oriented Computing setting, transactions are more complex, involve multiple parties (roles), span many organizations, and may be long-running, consisting of a highly decentralized service partner and performed by autonomous entities. A Service-oriented Transaction Model has to provide comprehensive support for long-running propositions including negotiations, conversations, commitments, contracts, tracking, payments, and exception handling. Current transaction models and mechanisms including their protocols and primitives do not sufficiently cater for quality-aware and long running transactions comprising loosely-coupled (federated) service partners and resources. Web services transactions require co-ordination behavior provided by a traditional transaction mechanism to control the operations and outcome of an application. Furthermore, Web services transactions require the capability to handle the co-ordination of processing outcomes or results from multiple services in a more flexible manner. This requires more relaxed forms of transactions—those that do not strictly have to abide by the ACID properties—such as loosely-coupled collaboration and workflows. Furthermore, there is a need to group Web services into applications that require some form of correlation, but do not necessarily require transactional behavior. The purpose of this paper is to provide a state-of-the-art review and overview of some proposed standards surrounding Web services composition, co-ordination, and transaction. In particular the Business Process Execution Language for Web services (BPEL4WS), its co-ordination, and transaction frameworks (WS-Co-ordination and WS-Transaction) are discussed.