Marketing across cultures : an investigation into place specific dimensions of service quality in sport

Abstract The purpose of this study was to identify place-specific dimensions of service quality in spectator sport settings and determine if the importance of these dimensions differed across cultures. The study was limited to the soccer industry and involved the collection of responses from identified soccer spectators to a range of items presented in a survey instrument. The survey was distributed to respondents face-to-face on a match day of the club they supported, or mailed to their home address. Responses were obtained from spectators from two clubs from Australia (n=277), one club from the USA (n=199), one club from the Netherlands (n=245) and one federation from Malaysia (n= 100). Based on the findings of a number of authors, six categories of potential place-specific dimensions of service quality in spectator sport settings were created and the research instrument contained a number of items that could be categorised under one of these headings. These categories were Home, Religion, Social facilitation, Sensory, Uncertainty of outcome, and Personal attention. In this thesis it was assumed that place-specific service quality issues are similar for sport spectators of different cultures, although differences in degree of importance of these dimensions (etic approach) were likely to emerge. In other words, although it was expected dimensions per country to be similar, differences in degree of importance of these dimensions were expected. Given the lack of confirmatory statistical evidence pertaining to the specific country samples, it was concluded that differences per country are likely to be more than just differences in degree. Both the overall structure and structures per country could not be confirmed, and hence the conclusion was drawn that differences in nature between the countries were present. In other words, what is a dimension of place-specific service quality in one country is not necessarily a dimension in another country. The results of a content analysis of ‘core component’ structures per country compared with a (full sample) core component structure delivered six components (referred to as place-specific dimensions of service quality) that were defined as Home, Hedonist, Religious follower, Safe atmosphere, Hospitality and Personal Attention. It was found that in most cases the cultural orientation of soccer spectators reflects the cultural orientation of the country as a whole as proposed by Hofstede (1991). However, in line with Huntington (1997), it was also argued that grouping people based on their country of origin as a proxy for their cultural orientation, will increasingly lead to flawed and incomplete research findings. As noted by Yoo etal. (1999), the identification of a person's cultural orientation is likely to deliver more direct results when measured at the individual level In that regard it is concluded that it may seem prudent to view Hofstede's dimensions of culture with increased conceptual scrutiny. Although having been replicated in multiple studies, it becomes increasingly unlikely that Hofstede's dimensions cover the complete spectrum of an individual person's cultural orientation. In conclusion, this study identified that soccer spectators (from a number of clubs) from Australia, the USA, the Netherlands and to a lesser extent Malaysia, perceive a range of place-specific service quality dimensions in spectator spoil settings to be important when visiting a soccer match. Before research into satisfaction with and value of place-specific dimensions of the spectator sport service product is initiated, it is pertinent the identified dimensions are further explored and confirmed in different country (culture) settings. The confusion that still exists about the place of the value concept (in relation to quality and satisfaction), where Holbrook (1994) defines quality as a type of value and Chelladurai and Chang (2000) argue that value is a type of quality, further underpins this necessity. It needs to be clear what are the targets of service quality before this information is integrated in larger holistic research frameworks. In the final section of the thesis a conceptual model for international services marketing research in the sport industry was presented as a first attempt to integrate the findings of this research and other researchers.

An empirical and logical exploration of the strategic compatibility of best practice and product innovation : preliminary insights from Australian and New Zealand manufacturing industry

In an attempt to enhance debate focused on an established academic controversy, this study re-investigated selected data from the 1994 AMC survey of Australian and New Zealand manufacturing practices to test the hypothesis that best practice and product innovation may be incompatible generic business strategies. A modification of Robert G. Cooper’s Stage-Gate product development model was used as a theoretical framework to create a measurable construct of ‘product innovation’ as a strategy and compare two groups: firms committed to a best practice strategy (BPs) and firms not utilising best practice (Non-BPs). Eight variables were scrutinised. After logical critique was added to statistical data analysis, four major insights emerged.

(1) Tests yielded several statistically significant but substantively inconclusive results because both studied groups had nearly identical profiles in rating innovation as the factor of lowest importance to commercial success and because the definitional framework which guided construction of the survey instrument treated innovation as a second-order issue. (2) Currently, best practice and product innovation are logically incompatible by definition. (3) Even if the definition of best practice were changed, it is likely that the additional key process of innovation would remain incompatible with the existing key process of benchmarking. (4) However, until the definition of best practice does make an attempt to include innovation as a key process rather than an outcome, testing any hypothesis of strategic compatibility between a best practice focus and an innovation focus will be both empirically difficult and logically unnecessary.

An exploratory investigation of informal venture capitalists in Singapore

The paper presents a tentative profile of Singapore’s informal venture capitalists (business angels) resulting from case analysis of 29 investee businesses. The inquiry closely referenced the research designs of previous international studies of business angels, but with due regard to the cultural distinctions of Western and Singapore societies, developed its own methodology and survey instrument. While application of inferential statistical techniques is not possible, results of the investigation find their value in their ability to underpin structured hypotheses for future research and the challenge they deliver to traditional ways of thinking about capital provision to new ventures in the Singapore environment.

Management control systems use, organisational capabilities and performance in universities: application of the resource-based view

Invoking the resource-based view (RBV), this study investigates relationships between management control systems (MCSs) use, including information use from performance measurement systems (PMSs), and organisational capabilities in the context of academic units of Australian universities. Increased competition and attention to distinctive capabilities amongst universities, particularly at their strategic operating unit level of Schools 1, provides the setting for application of this theoretic perspective. The objective of this study is to model various relationships between diagnostic and interactive use of MCSs, attention given to centrally-imposed and discretionary types of PMS information, the strength of capabilities of the academic unit and, in turn, performance of the academic units. This objective is investigated using a field survey in which a mail survey instrument is administered to a census of all Heads of Schools in all 39 universities in Australia. Valid responses were received from 166 Heads. Principal components factor analysis finds that Heads conceived capabilities of their unit in functional dimensions, not in generic dimensions as found in prior literature; Heads also considered performance measures in terms of their importance (critical or discretionary) rather than type (financial versus non-financial). Partial least-squares analysis is then used for path modelling, and several significant results are obtained. Highlights are that diagnostic MCS use and centrally-imposed performance measures, i.e., key performance indicators, but not interactive MCS use or discretionary performance measures, significantly relate to some or all of the strength of capabilities in the fields of teaching, research and networking, and in turn indirectly relate to performance of the academic units. The findings have practical implications for styles of control systems use; focus on selected key performance measures; and development of organisational capabilities for achievement of superior performance by academic schools in universities.

Technological innovations and m-commerce applications

Many technological innovations have occurred within the past decade that have revolutionized the banking industry. The most important has been the Internet and the emergence of mobile-commerce (m-commerce). The aim of this paper is to investigate how Wireless Application Protocol (WAP) banking is being implemented with younger adopters. A conceptual model is developed based on the behavioral intentions younger adopters have on WAP banking that is tested through a survey instrument. Social cognitive theory underpins the conceptual model and helps to explain some of the findings from the study. Suggestions for future research are also espoused.

Cross cultural perspectives of teachers : a study in three countries

In a shrinking world where globalization has blurred the boundaries across nation states and cultural divides, limitations on intercultural communication can readily give rise to glib generalizations and lack of understanding of diversity. Acknowledging the key role of teachers in shaping the views of future generations, this paper reports on the first stage of a research study on the intercultural understanding of teachers in Australia, Japan, and Thailand. Overall, the teacher participants had diverse cross-cultural experience, differing both in extent and nature of the contact. The methodology used a common survey instrument, except for its language of presentation. However, instead of using a traditional comparative approach to contrast responses of the three target groups, the study asked teachers to provide their perceptions of prevailing world views of people in their own AND the other two countries. The reciprocal nature of the observations provides a powerful methodology to explore perceived intercultural similarities and differences. The article also considers problems associated with response set in investigations of this kind. Three scales are considered — change through intervention, symbolic inner self, and independent thought and action — and the data reveal some similarities but also some striking differences in perceptions across countries. The differences signal a lack of intercultural understanding which is being explored further in a second, qualitative stage of the research. The findings indicate the need for increasing shared programs, exchanges and other opportunities for reciprocal relations that foster genuine dialogue, partnership and intercultural understanding between countries.

Blended learning in finance : comparing student perceptions of lectures, tutorials and online learning environments across different year levels

In modern pedagogy, a blended approach is used comprising both face-to-face and online learning. This study investigates how undergraduate students majoring in finance view the different learning environments, and evaluates the changes in perception over the three years of the degree after controlling for gender, age, international/domestic student and English as a first language. Using a purpose designed survey instrument, students across the three years of undergraduate study rated the importance of lectures, tutorials and web-based learning environments in a blended learning model. The results indicate that there is still a strong preference for face-to-face learning. Additionally, there were significant differences in attitudes and perception by year level.

Measuring the social inclusion of people with a disability in Australia : the first national 1-in-4 poll

 Measuring social inclusion of people with a disability in Australia: the first national 1-in-4 poll. Moore, M; Hagiliassis, N; McGillivray, J; Wilson, E; Campain, R; Graffam, J. & Bink, M. The ‘1-in-4 poll’ is a regular survey of people with a disability in Australia, beginning in 2010. Each survey will deal with a different topic with the first survey focusing on social inclusion. Social inclusion means being included in a society where we feel valued, and can participate in work, social and cultural activities. This conference paper explains how the first survey was developed. This involved looking at information from other research about the social inclusion of people with disability in Australia compared with the general population. Most surveys to date lack information about people with a disability. Our survey draws on questions asked in other surveys and will enable a better understanding of social inclusion for people with disability in Australia. This conference paper will also report on the problems and solutions of developing a survey that is easy to use and meaningful to a large population of people with a disability including people with an intellectual disability. This survey instrument will enable people with a disability to have a say about their social inclusion. There are three versions of the survey including an on-line version that works with a range of assistive technologies, an Easy English version with pictures, and a standard print version. Results from the survey will be shared with government with the aim of improving social inclusion for people with disability The conference paper shows how we have designed a survey that enables a very wide range of people with a disability to give information about their participation in society.

Language and learning preferences : a study of university students in Australia

This study sought to investigate the preferences for language use and modes of learning of university students who were completing undergraduate degrees in Australia. Of the sixty students surveyed, forty percent were international students. For seventy five percent of all students sampled, either they or their parents (or both) were bi- or multilingual. Questions which this research sought to answer were: Do the preferences for learning of university students differ according to the culture and / or language backgrounds of the students? Does an individual student’s preferred learning style influence the student’s preferences for learning in a group situation? For students whose first language is not English, do their preferences for language use vary in group learning? General findings resulting from a statistical analysis of responses to the questionnaire indicated in many, but not all, cases that the preferences for learning of university students differed according to the cultural and / or language backgrounds of the students, that an individual student’s preferred learning style influenced the student’s preferences for learning in a group situation, and that the preferences for language use of students whose first language was not English varied in group learning. Reid’s (1984 in Richards, J.C. & Lockhart, C., 1994) “Perceptual learning style preference questionnaire” comprised one section of the questionnaire for this study. This replication made possible a comparison of the findings which related to students’ learning styles from this study with findings from similar studies in which Reid’s survey instrument had been used. Findings of the present study indicate a number of differences from Reid’s findings. This study found, for example, that most language groups showed a minor preference for group learning using this survey instrument whereas Reid had found that group learning was a negligible preference for most of the language groups in her study. This study may give tertiary educators a greater understanding of their students’ preferences for group and other learning styles. It may also inform them of the likely preferences for language use of those of their students who have first languages other than English. Future students may benefit from this.

Nurses’ advice regarding sterile or clean urinary drainage bags for individuals with a long-term Indwelling urinary catheter

PURPOSE: The purpose of this study was to identify, compare, and explore advice nurses give to community-dwelling long-term indwelling catheter users on the use of sterile or clean urinary drainage bags, and to obtain information that would inform the design of a larger-scale international survey.


SUBJECTS AND SETTINGS: A survey was targeted to nurse members of the International Continence Society (n = 130). Respondents (n = 28; 21.5%) included nurses from Australia, Canada, Belgium, Switzerland, the United Kingdom, and the United States, who specialized in managing incontinence.


METHODS: The project was conducted as a descriptive, exploratory pilot study. Respondents completed an online anonymous survey that was distributed by the International Continence Society. The survey instrument was designed by the investigators and comprised 14 questions with both fixed and open-ended response options.


RESULTS: Most respondents in this survey advised indwelling catheter users to reuse their catheter bags (n = 15; 68%). Factors that influenced advice included concerns about the cost of catheter bags, an evaluation of the individual's infection risk, local and national policies, evidence-based guidelines, users' living arrangements, and their ability to clean the bags. Advice on decontamination methods varied; however, the most commonly recommended cleaning agent was water and vinegar, followed by a sterilizing or bleach solution or dishwashing detergent.


CONCLUSION: Nurses play a key role in educating and supporting indwelling catheter users. Results of this study highlight variability in the advice nurses give to community-dwelling long-term indwelling catheter users about sterile or clean urinary drainage bags. This variability requires further investigation and affirms the need for a larger-scale study that draws on a broader sample of nurses.

Households' perceptions on sustainable home behaviour and improvements in Australia

The consumption of energy in the residential building is a major contributor to Australia's stationary energy greenhouse gas emissions. With the aim of investigating the householders' motivations and perspectives on sustainable home improvements, this study, by using an online survey instrument, collected more than 500 sets of questionnaire data from households in the state of New South Wales, Australia. Through statistical analysis of the data collected, this research has found that construction cost and government incentive were considered as major influence factors on achieving energy efficient residential building development, and the lower bills from reduced energy and water consumption were considered as the most important benefits from the households' perspectives. The research also found that although many households exhibited a high level of awareness or had implemented some sustainability improvements, the total number of potential improvements scored poorly. A suggestion, based on these research findings, is that the government should promote the reasons and benefits for sustainability home improvements that are identified in this research paper, and try to reduce material costs and improve government incentives.

Bridging formal and informal learning : a mobile learning attitude scale for higher education

Problem Statement: Over the past decade there has been an increasing global demand towards the integration of mobile technologies for teaching and learning. There has emerged a need for a survey instrument that can form a solid foundation for objective judgment of leaner perspectives as they begin using mobile applications for learning. The Mobile Learning Scale, a seven-item, Likert-type survey instrument, was developed by the authors in response to this need. Items were drawn from the key points developed for a 2011 paper by the authors on mobile learning prospects for informal learning in higher education [13], with many of these points initially developed during group discussions at the 2011 International Summit on ICT in Education hosted at UNESCO Headquarters, Paris, France. Approach: In order to access the performance of the instrument, data were gathered from 81 undergraduate and graduate university students during August and September of 2011. Follow-up data were also gathered from 19 undergraduates in February, 2012. Results: Initial indications are the instrument has good reliability (Alpha = .80 - .85) as well as acceptable content, construct, and criterion-related validity when used with its intended audience. Conclusions/Recommendations: The authors conclude that the Mobile Learning Scale v1.0 performs well as a unidimensional scale that is capable of assessing pre-post gains resulting from a mobile learning intervention within a university course. The authors propose that this new instrument should be useful for helping guide educators in the process of meaningful integration of Mobile Applications (Apps) into teaching and learning, inside and outside the classroom.

Drivers of teaching effectiveness : views from accounting educator exemplars in Australia

This paper summarizes the views, obtained via a survey instrument created by the authors and reported in studies by Stout and Wygal, of 22 accounting educator teaching exemplars from Australia. Each of these individuals has been cited for teaching excellence through receipt of one or more formal teaching awards. The paper responds to calls in Australia for increased attention to the dimensions of teaching effectiveness and to initiatives in the United States calling for a broader sharing of information among members of the academy regarding the characteristics of teaching effectiveness. Little direct evidence from the field of accounting education is available to date regarding such characteristics or antecedents of teaching effectiveness in the student learning environment. Our research therefore extends in a fundamental way the work of Stice and Stocks and Stout and Wygal. Specifically, perceptions from a sample of award-winning non-US faculties regarding the ‘drivers of teaching effectiveness’ in accounting education are recorded and analyzed. In decreasing order of perceived importance, drivers of teaching effectiveness are: having a student focus; commitment to teaching (as a profession); high levels of preparation/organization; the ability to link subject matter to the practice environment; and, instructor skills and attributes. This paper adds to our understanding of the drivers of teaching effectiveness and begins the process of creating a worldwide knowledge base in accounting education. The paper should be of interest to accounting faculty members interested in improving their teaching effectiveness and/or mentoring junior faculty members.

Reliability and validity of the transport and physical activity questionnaire (TPAQ) for assessing physical activity behaviour

No current validated survey instrument allows a comprehensive assessment of both physical activity and travel behaviours for use in interdisciplinary research on walking and cycling. This study reports on the test-retest reliability and validity of physical activity measures in the transport and physical activity questionnaire (TPAQ).

Perceptions of investors and stockbrokers on corporate social responsibility : a stakeholder perspective from India

This paper aims to understand the perceptions of shareholders and brokers regarding corporate social responsibility (CSR) initiatives by Indian companies. The research, presented in this paper, employs stakeholder theory to examine the perceptions of investors and sharebrokers on CSR in the context of a fast growing country, India. The data has been collected by using semistructured survey instrument. The findings of the study highlight that the respondents in both categories of stakeholder groups agree that CSR-oriented companies enjoy higher levels of investor confidence, which is reflected in higher stock prices, and leads to enhanced reputation and corporate goodwill. The research demonstrates that Indian companies are in fact implementing CSR initiatives and that stakeholders have a considerable interest in such initiatives. Both the groups expect higher CSR disclosures from large corporations and multinational companies operating in India. Educational initiatives have received maximum attention from the both the groups of stakeholders followed by the environmental issues. Investors are least aware of healthcare and rural development initiatives possibly because of the relatively low penetration of Indian financial markets into the rural areas. This study demonstrates that the stakeholder theory is a useful tool for collecting and evaluating CSR data and explains that the stakeholder perception of CSR performance determines corporate initiatives to a certain level. The findings would help in building consensus on strengthening the implementation and establishing the future CSR framework in emerging economies and other parts of the world. © 2014 John Wiley & Sons, Ltd.