Consumer responses to service situations: Tests for main and interaction effects

This research examines the effects of service criticality, service type, previous service experience, and service recovery on customer satisfaction, customer loyalty, and complaint behavior. The results of a 2 (service criticality: high or low) x2 (service type: personal or nonpersonal) x 2 (previous service experience: failure or nonfailure) x3 (service recovery: assistance only, compensation only, or assistance with compensation) between-subjects experimental design indicate significant main effects for each independent variable on the combined dependent measures. In addition, two-way interaction effects, each involving service type, were found. Managerial implications and future research directions are discussed.     

Australian evidence on student expectations and perceptions of introductory business finance

This study examines the differences in perceptions and expectations between students at the Caulfield and Peninsula campuses of Monash University with different entrance criteria and degree availability to determine whether two different introductory finance subjects should be offered rather than one. Results reported in this study suggest that students at the Caulfield campus are interested in studying a challenging introductory finance subject, whereas students at the Peninsula campus perceived that introductory finance is ‘difficult’. Capital structure and cost of capital topics are statistically significantly ranked higher by Caulfield students than Peninsula students. The results reported in this study revealed that two different introductory finance subjects would be more effective. The core subject at the finance major campus (Caulfield) follows a traditional structure with more emphasis on finance theory, whereas the new subject at the non‐finance campus (Peninsula) places greater emphasis on applications.     

The relationship between aggregate managed fund flows and share market returns in Australia

This paper presents the relation between aggregate equity managed fund flows and excess share market returns in Australia and evaluates the issue of causality therein. Using a large data set of 3613 managed funds for the period January 1990 to September 2009, the paper addresses two important questions yet to be addressed within the Australian market: First, for research question one; it aims to determine whether a positive feedback process exists between aggregate equity managed fund flows and excess share market returns. Second, for research question two; it examines the relation between unexpected aggregate equity managed fund flows and excess share market returns. The empirical findings contribute to the literature by confirming, in Australia, aggregate equity managed fund flows do not Granger-cause excess share market returns; however, compelling evidence reveals that share market returns do in fact Granger-cause managed fund flows. These findings support those of Edwards and Zhang (1998), who find similar evidence for the United States over the sample period 1961–1996. In addition, aggregate equity managed fund flows are found to be positively related to excess share market returns, indicating herding behavior.     

The value of a story in organisation learning

Projects of Organisation Learning (OL) are designed to facilitate a change in an organisation's ability to engage or construct their futures. However, OL remains difficult to explain and operationalise. Traditional views of Organisational Learning, by relying on implicit views of individual learning, distort the importance of the social/cultural context of learning. A Communities of Practice perspective is used to focus on locally negotiated and situated meanings in the context of the practice of valued work. A narrative approach is employed to access the values of a group of advisers required to learn and change according to the requirements of a central government department. The findings show a pattern of values not entirely disconnected from the requirements for change. However, by relying on the assumption of the diffusion of change, a change agent was unable to gain the acceptance of advisers to the requirements. It is suggested that future thinking about OL and change need to examine how talk is used to make new realities with others.