Search results

Buying online has become a widespread and common activity for consumers, and, for many organizations, e-commerce has become a very profitable alternative to sell their products and services, also allowing them to leverage their strategy in new geographical markets immediately. Although the literature on the subject is comprehensive, there is a gap in identifying the holistic constructs that are the determinants of consumers' choice of an online store. This research resorts to an exploratory study, based on a nonsystematic literature review, seeking to identify these constructs. The results obtained allowed us to identify the following constructs: consumer behavior, customer experience, web content, catalog, terms and conditions, customer support, perceived value, trust, security and privacy, satisfaction, and loyalty. Customer experience, satisfaction, and loyalty constructs stand out from a strategic perspective.

This chapter explores the proposition that Australia’s abusive treatment of refugees and asylum seekers can be traced back to a denial of the foundational violence of colonisation.

By adopting a psychoanalytic frame, the research explores three questions: is Australia engaging in cruel, degrading and humiliating treatment of asylum seekers, a treatment that devolves into torture? If so, how is this operationalised? And finally what does the abuse satisfy within the state?

The work uses Freud’s paper, ‘Mourning and Melancholia’, and Melanie Klein’s work on the paranoid/schizoid position to describe the psycho-affective terrain from which this abuse emanates.

The chapter takes this psycho-affective terrain as the foundation and then investigates the impact the privatised detention regime has had in enabling the known/unknowability of the abuse and mechanisms at work within media practice to create ‘torturable subjects’ (Mendiola, 2014, p. 13).

This chapter provides a decolonial critique of Kenya’s encampment and asylum policy. By using a decolonial framework, the chapter examines how asylum, a supposedly humanitarian gesture, has become a political tool of deterrence, dehumanisation and detention in this country. In examining the camp through a decolonial lens, the author advances an Afrocentric perspective and foregrounds that asylum policy across the African continent, which is largely focussed on keeping asylum seekers on this continent, should be understood against the context of colonial relations in Africa. The author contrasts Kenya’s refugee camp with Australia’s offshore detention camp. Central to the author’s critique is Australia’s outsourcing of its offshore detention camps to Papua New Guinea and Nauru which epitomises a neo-colonial engagement with these post-colonies. Inspired by the author’s personal experience as a former refugee, this chapter also challenges refugee literature which is dominated by voices either without lived experience of the camp or produce work that is inadequately attentive to such knowledge.

This study aims to develop an empathetic and user-centric customer support service design model. Though service design has been a critical research focus for several decades, few studies focus on customer support services. As customer support gains importance as a source of competitive advantage in the present era, this paper aims to contribute to industry and academia by exploring the service design model.

The study adopted a theories-in-use approach to elucidate mental models based on the industry’s best practices. In-depth interviews with 62 professionals led to critical insights into customer service design development, supported by service-dominant logic and theory of mind principles.

The ensuing insights led to a model that connects the antecedents and outcomes of empathetic and user-centric customer service design. The precursors include people, processes and technology, while the results are user experience, service trust and service advocacy. The model also emphasises the significance of the user’s journey and the user service review in the overall service design.

The model developed through this study addresses the critical gap concerning the lack of service design research in customer support services. The key insights from this study contribute to the ongoing research endeavours towards transitioning customer support services from an operational unit to a strategic value-creating function. Future scholars may investigate the applicability of the empathetic user service design across cultures and industries. The new model must be customised using real-time data and analytics across user journey stages.

The empathetic and user-centric design can elevate the customer service function as a significant contributor to the overall customer experience, loyalty and positive word of mouth. Practitioners can adopt the new model to provide superior customer service experiences. This original research was developed through crucial insights from interviews with senior industry professionals.

This research is the original work developed through the key insights from the interview with senior industry professionals.

When it comes to deterring and incarcerating people seeking asylum, there is a fusion between racialisation and politicisation. The bedrock is the colonisation of the nation now called Australia, where the dispossession of Indigenous peoples was a national project that later merged into the building of a state that lauded British heritage and the exclusion of migrants through the White Australia policy. This foundation of nationhood continues in a manner that challenges the myth of harmonious multiculturalism by determining who is deemed worthy and who is excluded. The centrepiece of racialised bordering is the immigration detention regime which is increasingly characterised by transporting people to offshore sites. This chapter argues through examples, how people seeking asylum have been racialised, dehumanised and criminalised, particularly through a national security lens.

Australia appears to be encountering a crisis in the protection of certain heritage places, despite its strong reputation in heritage conservation built up since the 1970s. Consequently, this paper examines changes to national cultural heritage management policy over the last few decades to understand more about this crisis.

Indigenous (Aboriginal and Torres Strait Islander heritage) was selected as the key focus. This paper applies a cultural heritage management framework tested first in Hong Kong to measure Australian paradigm change over 45 years.

It found the 1990s shift away from the provision of independent technical advice on national heritage policy has had a major impact. This shift is based on a change in ethos away from the earlier Whitlam/National Estate broader vision of heritage responsibilities towards a narrower more conservative one at the national level. Also, it found that studies and policymaking should allow for Indigenous voices. More Indigenous input in heritage policy formulation at all levels of government would further decolonise Indigenous heritage governance to deal justly with Indigenous Australians and their heritage.

Resources did not allow for comparative studies of the non-Indigenous (historic) and natural heritage as part of the current study.

The study also included a consultation paper and an online conference presentation that have raised questions about the efficacy of current national policy on Indigenous places, on which a national conversation is urgently needed. The recent review of the National Heritage Strategy by the Australian Commonwealth Government based some of its proposed options on those listed in the consultation paper to initiate this conversation in a limited way.

One finding is that attention to heritage policy and protection must be ongoing at all levels of government and inclusive of First People's human rights, particularly those concerning their heritage. In regard to Australia, most Aboriginal and Torres Strait Islander respondents in this study would like to see targeted funding return for more than just iconic Indigenous places and for the creation of a more independent heritage body that allows them more self-determination in the care of their heritage.

The paper's value is that it investigates the Australian Heritage Commission's impact in the development of Australian cultural heritage management and associated national policy. Also, it provides insights for other postcolonial or New World settler societies dealing with the same issues or any decision-makers considering establishing a national independent body to oversee heritage protection and policymaking.

Public information campaigns (PICs) have increasingly become part of global migration deterrence projects. Australia’s No Way campaign has been widely publicised for its harsh messaging, declaring to would-be asylum seekers that ‘you will not make Australia home’. In this chapter, the author argues that in addition to targeting potential asylum seekers throughout the Middle East and Southeast Asia, the No Way campaign is directed towards multiple audiences, including diaspora communities in Australia, the Australian voting public, and a wider network of anti-immigration political figures. The No Way campaign represented one of the largest and best-funded Australian deterrence campaigns to date, with the distribution of materials ranging from billboards and social media advertisements to street theatre performances and graphic novel storyboards between 2014 and 2016. In the sections that follow, the author situates this argument within the context of the rise of PICs throughout the globe, as well as their use within Australia. Through the lens of this campaign, the author considers the question: for whom is this deterrence messaging? How does it target multiple audiences? The author concludes by considering the future of information campaigns as deterrence projects around the world.

The Australian Government has long used its international scholarship programs as an instrument of soft power in international diplomacy. The paper examines an international scholarship program and its role in Australia’s soft power efforts during a period in recent history.

The Australia in the Asian Century White Paper of 2012 is used as a lens to reveal how the Australian Government viewed the role of international scholarship programs in international diplomacy at a specific point in the recent past, and compares it with research revealing what was contemporaneously happening with one key government-funded scholarship program.

This paper is based on a comprehensive case study of the Australian Government’s Endeavour Scholarships and Fellowships program (2004–2019). Endeavour was an ambitious and expensive merit-based program with 6,600 recipients in numerous and diffuse sub-categories. The program was complex and cumbersome and lacked clear priorities, particularly in its lack of geographic focus. It missed opportunities to connect with the political zeitgeist, largely due to opaque priorities and inadequate evaluation regimes which focused entirely on outcomes for individual recipients rather than on relationships for Australia.

This research draws on the first academic study of the Endeavour program. Other scholarship programs (for example Australia Awards and the New Colombo Plan) have attracted considerable scholarly interest. The Endeavour research provides an additional counterpoint for studies of Australian scholarship programs and their contribution to international diplomacy. It is timely to consider this in 2024 when Australia is putting a new focus on its investment in international scholarships.

This chapter offers a critical evaluation of the concept and application of global carceral archipelagos designed as punitive barriers to refugees. With a focus on policies and practices in Australia for over two decades, the chapter shows how more recently, the European Union (EU) and the United Kingdom (UK) are also adopting similar strategies to Australia in a pattern of Western countries turning their backs on their human rights obligations. The histories of colonial practices of the racialisation of certain minorities within and outside nation-state borders are an important aspect of understanding contemporary bordering regimes that exclude refugees. The chapter discusses examples of resistance, as well as alternative politics emerging from refugees who have suffered from the carceral border complex, drawing on creative and collaborative work and practices.

As a by-product of the production process, emissions can follow output fluctuations. Hence, disregarding the relationship between economic fluctuations and emissions could result in undesirable environmental outcomes. This study aims to investigate the environmental and economic effects of abatement subsidies on overall emissions during business cycles in Australia.

A real business cycle (RBC) model is devised and parameterised in this paper. RBC models have been recently introduced to environmental policy analysis, and this study contributes to the literature by investigating the effects of a potential subsidy policy in an RBC framework. The model is also calibrated and provides solutions for the Australian economy.

The authors find that under a steady-state situation, supporting abatement can result in reducing emissions by 6.45% while it imposes welfare costs to the economy (by 0.61%). Simulation results show that an optimal abatement policy should be pro-cyclical, with the abatement subsidy increasing during expansions and decreasing during recessions. As well, in a subsidy policy setting, emissions would react pro-cyclically, i.e. emissions increase (decrease) when the gross domestic product increases (decreases). The abatement reaction by firms, however, is different, because when a positive productivity shock occurs, firms reduce abatement and allocate resources to production. Nonetheless, as time passes, the increased subsidy provides a strong enough incentive to allocate resources to abatement and, subsequently, abatement increases.

This paper investigates how an emission reduction subsidy should be adapted to macroeconomic fluctuations so that it can limit variations in emissions.