Customer satisfaction, novelty-seeking, and loyalty in intermittently available services

The marketing literature identifies customer satisfaction as an immediate antecedent to customer loyalty. Recently, some marketing researchers have questioned the strength of this link. This thesis provides insight into the relationship between customer satisfaction and loyalty and determines the effects of moderating factors, particularly the need for variety, on the satisfaction-loyalty relationship.

Relationship satisfaction

This thesis makes a significant contribution to our knowledge of the factors involved in relationship satisfaction, notably adaptive loving, emotional intelligence, and attachment styles of partners. The findings have important implications for evidence-based practice in the fields of individual therapy, couple therapy, and pre-marital education.

Business to consumer eCommerce : implications for employee management

This research explored the way service organisations deal with employee management issues when implementing eCommerce technologies. The thesis proposes a framework for understanding the technology-mediated context of the customer-employee interaction in service organisations when implementing eCommerce. The framework assists in achieving a balance between achieving efficiencies and maintaining customer loyalty.

Employee competency and marketing performance : an empirical investigation

The research found strong support for a systems model of the relationship between marketing competency and marketing performance in Australia and Britain. Although employees perceived that they were less competent than preferable to do the job well, marketing competency, combined with management control, was identified as important to performance.

Determinants of member-union satisfaction in Australian amalgamated unions

The ACTU amalgamation and rationalisation strategy was successful in reducing the number of unions. However Australian union membership has plunged. The empirical research data extends the existing Australian industrial relations research in several respects and may be used as a bench-mark for future longitudinal research into Australian member-union satisfaction.

Organisational determinants of employee turnover for multinational companies in Asia

High employee turnover rates among multinational companies (MNCs) in Asia have become an organisational issue, which cannot be sufficiently addressed at the individual level. In this paper, we examine the issue of employee turnover at the organisational level. A group of organisational variables (e.g., training, size, age, industry, percentage of expatriate managers and headquarters’ national base) were tested, using a sample of 529 MNCs in six Asian countries. The standard multiple regressions show that training, size, the length of operation in local subsidiary and nature of industry are significantly related to turnover. An effect of the percentage of expatriate managers present in the local subsidiary on employee turnover appears to be moderate. These results fill a research gap by identifying organisational variables (as opposed to individual characteristics) and contribute to better explanation of employee turnover at firm level. Implications to MNCs in the greater Chinese region and Asia are discussed.