Consumer complaint behaviour and relationship marketing: a research agenda

A void identified within the Relationship Marketing literature is the lack of research on dissatisfactory or problem relationships, so the utilisation of work that has been conducted in the area of Consumer Complaint Behaviour (CCB) is appropriate. Therefore, this paper identifies ways in which the CCB literature may be used to advance knowledge in the field of Relationship Marketing. As the context of this paper is consumer - service provider relationships, an assessment is made of some of the implications of technology-infusion in service encounters, at two levels, namely at the broad relationship marketing level, that is, the likely impact of technology infusion on consumer - service provider relationships, and then more specifically regarding implications for CCB.

Back from the brink: reclaiming `quality` in the pursuit of a transformative education agenda

Discussions about ‘quality’ and ‘quality assurance’ abound in contemporary Australian universities. Since 1992, the Australian federal government has ‘promoted’ and/or mandated the use of particular quality assurance mechanisms within higher education and in 2001 The Australian University Quality Agency began to conduct the first of a series of ‘audits’ aimed at determining how well particular institutions meet standards and achieve
outcomes overseen, at least indirectly, by government agencies.

A profile of complainants about advertising in Australia: an agenda for research

Investigation of consumer complaint responses within the area of advertising in Australia stems from the suggestion that the more money spent on advertising in a country the greater the need for consumer protection from 'unacceptable' advertising. This research will allow the formulation of strategies to enable more effective marketing communications.

Consumer complainants amongst internet users: an exploratory study with an agenda for further research

The Internet has had a greater impact on consumer behaviour than any other innovation in recent years. Previous research has identified certain demographic traits of consumer who complain yet these demographic triggers are markedly different to the demographic profile of Internet users. This leads to the generation of several research questions that need to be considered to enable the development of effective strategies that need to be implemented to deal with the issues raised by this most important group of stakeholders - the users.

Power plays : Australian theatre and the public agenda

Power Plays capitalises on this moment of renewed and heightened interest by investigating the why and the how of eight contemporary Australian playwrights: Andrew Bovell, Patricia Cornelius, Reg Cribb, Ben Ellis, Wesley Enoch, Hannie Rayson, Stephen Sewell and Katherine Thomson. These writers are passionate about the theatre as a forum for public discussion and they interrogate current issues in their work. Their plays reflect the passing show of cultural, political and economic life in Australia, telling audiences something critical about what is going on: this is the state of play, this is what we are.

The author has conducted extensive interviews with these writers and offers an extended analysis of some of their recent plays.

Encouraging small firm up-take of SCM using education: a future research agenda

The success of supply chain management (SCM) practices often depends on small firms in the supply chain adopting these practices, yet they are often reluctant to do so. The existing literature mostly explores SCM adoption barriers rather than approaches to encourage adoption. This paper argues that an educational perspective has promise, and proposes a research agenda which should guide future studies by all researchers studying small firm SCM up-take. The agenda encompasses the diversity of small firms, the major educational players, appropriate types of education approaches and the theoretical framework to underpin this research. The paper then gives an example of how this research agenda can be applied to a specific research project which will explore the impact of the Supply Chain Knowledge Centre (SCKC), a state of the art SCM education facility developed by GS1 Australia, on small firm SCM up-take.

Quality of life indexes for national policy: review and agenda for research

A number of governments and public policy institutes have developed ldquoQuality of Life Indexesrdquo – statistics that attempt to measure the quality of life for entire states or regions. We develop 14 criteria for determining the validity and usefulness of such QOL indexes to public policy. We then review 22 of the most-used QOL indexes from around the world. We conclude that many of the indexes are successful in that they are reliable, have established time series measures, and can be disaggregated to study subpopulations. However, many fall short in four areas: (1) indexes vary greatly in their coverage and definitions of domains of QOL, (2) none of the indexes distinguish among the concepts of input, throughput, and output that are used by public policy analysts, (3) they fail to show how QOL outputs are sensitive to public policy inputs, and (4) none have examined convergent validity against each other. We conclude that many of these indexes are potentially very useful for public policy and recommend research to further improve them.

Understanding environmental influences on walking - Review and research agenda

Background
Understanding how environmental attributes can influence particular physical activity behaviors is a public health research priority. Walking is the most common physical activity behavior of adults; environmental innovations may be able to influence rates of participation.

Method
Review of studies on relationships of objectively assessed and perceived environmental attributes with walking. Associations with environmental attributes were examined separately for exercise and recreational walking, walking to get to and from places, and total walking.

Results
Eighteen studies were identified. Aesthetic attributes, convenience of facilities for walking (sidewalks, trails); accessibility of destinations (stores, park, beach); and perceptions about traffic and busy roads were found to be associated with walking for particular purposes. Attributes associated with walking for exercise were different from those associated with walking to get to and from places.

Conclusions
While few studies have examined specific environment–walking relationships, early evidence is promising. Key elements of the research agenda are developing reliable and valid measures of environmental attributes and walking behaviors, determining whether environment–behavior relationships are causal, and developing theoretical models that account for environmental influences and their interactions with other determinants.