E-Commerce, human resource strategies, and competitive advantage: two Australian banking case studies

Service organizations need to consider in depth the human resource management (HRM) strategies that will enable them to achieve sustained competitive advantage in the e-commerce era. This paper analyzes the HRM strategies developed to accommodate the changing customer service practices associated with B2C e-commerce in the retail banking sector. Based on case study data, it describes how two banks in Australia, one large, the other small, have linked their e-commerce strategies with their overall business strategy, and the extent to which their HRM strategies have helped them to utilize their e-commerce capability to achieve sustained competitive advantage.

Work characteristics and employee outcomes in local government

The overall objective of this study was to examine the work characteristics that make significant contributions to extra-role performance (as measured by the helping dimension of citizenship behaviour) and employee wellbeing (measured by job satisfaction and psychological health) in a local government. The work characteristics examined were based on the demand-control-support (DCS) model, augmented by organization-specific characteristics. The results indicate that characteristics described in the core DCS are just as relevant to extra-role performance as they are to more traditional indicators of job stress. Although the more situation-specific conditions were not predictive of citizenship behaviour, they made unique contributions to job satisfaction

Case studies for contract-based systems

Of the ways in which agent behaviour can be regulated in a multiagent system, electronic contracting – based on explicit representation of different parties' responsibilities, and the agreement of all parties to them – has significant potential for modern industrial applications. Based on this assumption, the CONTRACT project aims to develop and apply electronic contracting and contract-based monitoring and verification techniques in real world applications. This paper presents results from the initial phase of the project, which focused on requirements solicitation and analysis. Specifically, we survey four use cases from diverse industrial applications, examine how they can benefit from an agent-based electronic contracting infrastructure and outline the technical requirements that would be placed on such an infrastructure. We present the designed CONTRACT architecture and describe how it may fulfil these requirements. In addition to motivating our work on the contract-based infrastructure, the paper aims to provide a much needed community resource in terms of use case themselves and to provide a clear commercial context for the development of work on contract-based system.

One to one eMarketing strategy alignment: five internet case studies

Despite widespread adoption of new online business models and the rise of online or eMarketing using the Internet (Net) and its current graphical face the World Wide Web (Web), there remains a need for empirical research into specific aspects of eMarketing strategy beyond clickthrough analysis, Web audience analysis and scrutiny of Websites properties to mention the most widely examined elements. This paper discusses Peppers and Rogers (1999) OnetoOne strategy matrix and synthesises their approach with a series of personal interviews with business managers, drawn from a broader empirical study. It does so in an endeavour to improve outcomes from eMarketing strategy and the use of individual Net technologies. The aim is to aid both business practitioner and academician alike in further improving the effectiveness and efficiency gained from using converging technologies in eBusiness.

Modelling the marketing of place by local government in Australia

Much of Regional Australia is suffering from an overall decline in population with a specific loss of young adults (16-30 year olds). A decline in population, linked with the Australia-wide problems of ageing populations and diminishing birth rates, is leading to a social and economic malaise in many regional cities and towns that threatens their long-term sustainability due to the lack of skilled workers and professionals. This paper examines the concept of “place” marketing, and the approach of local government to market regions, cities, and towns to attract targeted population to help maintain the sustainability of Regional Australia.

Aligning system requirements with stakeholder concerns : use of case studies and patterns to capture domain experience

Traditionally system development starts with the specification of system requirements. The focus of such an approach is on the system under construction, which is considered as of primary importance to the development success. The major problem with such an approach, however, is the neglect of concerns held by the various system stakeholders, whose opinions, loyalties and fears may impact considerably the perception and the reception of the implemented system, its functions and its features. Typically, stakeholder concerns are not collected or identified, and are viewed as of little significance in the system development process. In this paper, however, we present the case for recognising the value of stakeholder concerns, and their use in aligning business needs with system requirements. We describe a method of gathering and analysing stakeholder concerns across an application domain, and then packaging the development experience in dealing with these concerns into patterns. Experience patterns can subsequently be used to guide systems analysts in selecting the most appropriate requirements for the target stakeholder community.

Working with local government to research strategic development within regional Victoria

Changes in population size and composition, forecasted for regional Victorian cities, have the potential to significantly impact upon their urban environments. The Built Environment Research Group (BERG) at Deakin
University, in collaboration with The Centre for Sustainable Regional Communities at La Trobe University, is currently working with the City of Greater Bendigo and the City of Warrnambool to research this situation. The following paper introduces the work being undertaken to develop strategies for promoting an integrated approach to regional development, and  addresses the administrative context supporting current decision-making processes within local government.

Case studies in the development towards a daylighting roadmap

Through the International Energy Agency (lEA) Task-31 Daylighting in the 21 st Century a subtask has been organized to undertake the development of a Daylighting Design Roadmap. This project will attempt to unfold a path as to how we may approach and provide support for daylighting at the various project stages of a design. Although this roadmap is in its preliminary stages, the authors have examined several case studies of daylighting projects. This paper outlines an initial overview of a daylighting design roadmap by reflecting on several aspects of the case studies. An attempt is made to provide reasonable guidance of parameters which could be analyzed at various stages in a project. The roadmap gives reference to several design tools and simulation programs acknowledging that the process can be selective in targeting results to particular circumstances. Voids of information and methodology in the construction of the daylighting roadmap, at this stage in the project, are also acknowledged. It is expected that this initial paper on the subject, will provide awareness and hopefully generate a contribution from other experts in the field.

Data infrastructure for evidence-based local government policy

This paper outlines an approach for collecting and integrating data useful for evidence based planning and decision making in the not-for-profit sector, in particular for local government policy and planning. Given the methodological advances in multi-level analysis and the nature of rigorous policy analysis, leading academics and practitioners are advocating that policy driven research to be undertaken at a number of levels of analysis. Recent years have brought an explosion of public domain data in many aspects of social, economic and cultural aspects of society (cites and examples) and with this comes the opportunity, as outlined here, to integrate relevant public domain data in order to construct community profiles for local government areas in Victoria.

Predictors of job strain experienced by employees in an Australian local government organisation

The aim of this study was to identify the work characteristics that contribute to the strain experienced by employees in a public sector organisation. The data obtained from a survey of the employees in a local government organisation was analysed to investigate variables that
would be significant predictors of employee wellbeing. Work-based support, job control and time-related pressures were identified as three work characteristics that offer valuable opportunities for boosting the health-promoting value of this organization.

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.

Victorian local government and women's political participation in small towns.

Rural women were involved in the struggle for women's suffrage in Victoria but their entry into local government has been slower than in urban centres. This paper takes as its starting point Ken Dempsey's analysis of the hegemonic masculine structure of small Victorian towns in the 1980s and Amanda Sinclair's notion of the maternal feminist being the prototype of the rural woman councillor at that time. My study, which is based upon a qualitative interview study with 12 women councillors across rural Victoria during February 2004, reveals that women in small towns are now much more likely to challenge the notion of masculine hegemony by playing a more proactive role in community affairs in small towns. For them, local government service is a logical and practical way to help improve the quality of life in their constituencies. This is also because the traditional rural definition of local government with its main function to ensure adequate infrastructure provision for its ratepayers to maintain viable farming and other productive operations is changing. Furthermore, these women challenged the notion of the maternal feminist by embracing broader political agendas and operating with different representational styles than those associated with previous generation of women on local councils in small towns. On a theoretical level, the paper concludes by suggesting that while the notion of a 'critical mass' in terms of women's political participation is important, there is also a need to explore women's accounts of ‘critical acts’ in the everyday decision-making of local government.