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Article
Publication date: 1 December 2000

Ann Gilks, Jonathan Palmer, Lisa Robertson and Vivien Shute

In support of the UN Year of a Society for All Ages, this article suggests that Scottish Homes should lobby government to increase grants to developers who will build 25 per cent…

945

Abstract

In support of the UN Year of a Society for All Ages, this article suggests that Scottish Homes should lobby government to increase grants to developers who will build 25 per cent more SMART homes to barrier free standards by 2010. It concludes that as part of the communication campaign, a major re‐education programme should encourage people currently in their fifties to think ahead about their future housing needs.

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Corporate Communications: An International Journal, vol. 5 no. 4
Type: Research Article
ISSN: 1356-3289

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Article
Publication date: 1 April 2003

Kim Minkus

45

Abstract

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Reference Reviews, vol. 17 no. 4
Type: Research Article
ISSN: 0950-4125

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Article
Publication date: 1 April 1996

ALEXANDER M. ROBERTSON and PETER WILLETT

This paper describes the development of a genetic algorithm (GA) for the assignment of weights to query terms in a ranked‐output document retrieval system. The GA involves a…

108

Abstract

This paper describes the development of a genetic algorithm (GA) for the assignment of weights to query terms in a ranked‐output document retrieval system. The GA involves a fitness function that is based on full relevance information, and the rankings resulting from the use of these weights are compared with the Robertson‐Sparck Jones F4 retrospective relevance weight. Extended experiments with seven document test collections show that the ga can often find weights that are slightly superior to those produced by the deterministic weighting scheme. That said, there are many cases where the two approaches give the same results, and a few cases where the F4 weights are superior to the ga weights. Since the ga has been designed to identify weights yielding the best possible level of retrospective performance, these results indicate that the F4 weights provide an excellent and practicable alternative. Evidence is presented to suggest that negative weights may play an important role in retrospective relevance weighting.

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Journal of Documentation, vol. 52 no. 4
Type: Research Article
ISSN: 0022-0418

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Article
Publication date: 8 February 2018

Anneliese Rosenmayer, Lisa McQuilken, Nichola Robertson and Steve Ogden

This paper aims to present two updated typologies of service failures and recoveries in the omni-channel context. These typologies are based on customer complaints and recoveries…

2531

Abstract

Purpose

This paper aims to present two updated typologies of service failures and recoveries in the omni-channel context. These typologies are based on customer complaints and recoveries collected from the corporate Facebook pages of four omni-channel department stores, two operating in Australia and two in the UK.

Design/methodology/approach

A document review is used of 400 customer complaints and recoveries. Content analysis is used to condense the Facebook data into categories of failures and recoveries.

Findings

Customer complaints on Facebook were triggered by a multitude of varying failures in the omni-channel context, given that it is the service brand that customers are experiencing, not just retail channels. The most prevalent failures were “bricks and mortar” shopping, delivery, marketing activities including communications and pricing, quality of goods and customer service. For service recoveries on Facebook, the four-dimensional justice framework appears valid.

Research limitations/implications

Study limitations include potentially missing details about the nature of the service failures and recoveries, including customer satisfaction with service recovery.

Practical implications

The typologies offer guidance to omni-channel retailers by showing the range of online and offline situations, including those unrelated to actual transactions that trigger customer complaints on Facebook and the tactics of recovering.

Originality/value

The authors contribute to the service domain by updating failure and recovery typologies to reflect the emerging omni-channel context, jointly exploring failures and recoveries on Facebook and applying a four-dimensional justice framework for recoveries on Facebook.

Details

Journal of Services Marketing, vol. 32 no. 3
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 25 February 2019

Wayne Read, Nichola Robertson, Lisa McQuilken and Ahmed Shahriar Ferdous

This paper aims to develop and empirically test a theoretical framework of consumer engagement with brands on Twitter.

4521

Abstract

Purpose

This paper aims to develop and empirically test a theoretical framework of consumer engagement with brands on Twitter.

Design/methodology/approach

Depth interviews were conducted to gain initial insights into consumer engagement on Twitter. Using a blend of the extant literature and interview findings, a theoretical framework, including antecedents, outcomes and moderators, was developed and empirically tested using cross-sectional survey data.

Findings

Brand customer service and brand intimacy positively influence consumer engagement on Twitter, and consumer engagement mediates the relationship between these antecedents and consumer co-promotion intentions. Consumer perceptions of a brand account’s popularity on Twitter and their likelihood of adding value to a brand are found to be moderators within the conceptual framework.

Research limitations/implications

Caution needs to be exercised in generalising these findings beyond the Twitter context, and the use of a cross-sectional survey means causality cannot be inferred.

Practical implications

Brands need to be perceived as providing excellent customer service and intimate brand knowledge on Twitter to drive consumer engagement and co-promotion. Brands are recommended to develop strategies to increase their Twitter following, including rewarding consumers for their contributions on the brand’s Twitter account to signal that they are valued.

Originality/value

The authors add to the emerging literature on consumer engagement on social media in two key ways, by developing and testing a theoretical framework of consumer engagement in the Twitter context and by identifying moderators in the consumer engagement process on Twitter.

Details

European Journal of Marketing, vol. 53 no. 9
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 8 February 2016

Nichola Robertson, Heath McDonald, Civilai Leckie and Lisa McQuilken

This study aims to examine the influence of different self-service technologies (SSTs) on customer satisfaction with and continued usage of SSTs. Specifically, it compares an…

4219

Abstract

Purpose

This study aims to examine the influence of different self-service technologies (SSTs) on customer satisfaction with and continued usage of SSTs. Specifically, it compares an interactive voice response (IVR) SST and an online SST from the same provider to assess how to manage these parallel SSTs.

Design/methodology/approach

A tracking study was used, beginning with a survey of n = 957 SST users to test a model pertaining to SST satisfaction across IVR and online SSTs. These SST users were then tracked over 12 months. The association between customer satisfaction with and continued usage of the SSTs was examined using behavioural data from the service provider.

Findings

While the overall model was found to be valid across both types of SSTs, perceptions of factors including ease of use, perceived control and reliability differed for IVR and online SSTs. Satisfaction with SSTs is linked with users’ continued use of SSTs, but is not a barrier to users’ adoption of newer SST forms.

Research limitations/implications

Highlighting the rapid developments in this field, a new SST was introduced by the provider to respondents during the 12-month tracking period, thus complicating the results. Further studies could include the customer purpose for using SSTs as a variable.

Practical implications

The findings offer support for organisations offering a suite of SSTs, even if they serve the same purpose. Customers evaluate SST types differently, and even satisfied SST users switch to different SSTs when they become available. Allowing customers to choose the SST that best suits them appears to be good practice.

Originality/value

This study develops a comprehensive model of customer SST satisfaction that is used to undertake a comparison of two different types of SSTs, which has been missing from prior research.

Details

Journal of Services Marketing, vol. 30 no. 1
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 11 December 2023

Stephanie Fabri, Lisa A. Pace, Vincent Cassar and Frank Bezzina

The European Innovation Scoreboard is an important indicator of innovation performance across European Member States. Despite its wide application, the indicator fails to…

102

Abstract

Purpose

The European Innovation Scoreboard is an important indicator of innovation performance across European Member States. Despite its wide application, the indicator fails to highlight the interlinkages that exist among innovation measures and focuses primarily on the linear relationship between the individual measures and the predicted outcome. This study aims to address this gap by applying a novel technique, the fuzzy-set qualitative comparative analysis (fsQCA), to shed light on these interlinkages and highlight the complexity of the determinants underlying innovation performance.

Design/methodology/approach

The authors adopted a configurational approach based on fsQCA that is implemented on innovation performance data from European Member States for the period 2011–2018. The approach is based on non-linearity and allows for the analysis of interlinkages based on equifinality, that is, the model recognises that there are different potential paths of high and low innovation performance. In addition, the approach allows for asymmetric relations, where a low innovation outcome is not the exact inverse of that which leads to high innovation outcome.

Findings

The results clearly indicate that innovation outcomes are not based on simple linear relations. Thus, to reap the desired effects from investments in innovation inputs, the complex set of indicators on which innovation performance is based should be taken into consideration. The results clearly indicate the elements of equifinality and asymmetric relations. Different paths lead to high innovation performance and low innovation performance.

Originality/value

The method applied to investigate the determinants of innovation performance is the prime original factor of this study. Thus, the study contributes to literature by highlighting the complexity involved in understanding innovation. By recognising and attempting to detangle this complexity, this study will assist not just academics but also policymakers in designing the necessary measures required to reach this important outcome for a country’s competitive edge.

Details

International Journal of Innovation Science, vol. 17 no. 2
Type: Research Article
ISSN: 1757-2223

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Article
Publication date: 28 July 2021

Nichola Robertson, Yelena Tsarenko, Michael Jay Polonsky and Lisa McQuilken

The purpose of this paper is to empirically examine the factors driving and mitigating the experienced vulnerabilities of women undergoing the transformative service of in-vitro…

462

Abstract

Purpose

The purpose of this paper is to empirically examine the factors driving and mitigating the experienced vulnerabilities of women undergoing the transformative service of in-vitro fertilisation (IVF), and how this influences women’s evaluations and intentions.

Design/methodology/approach

The conceptual framework was tested using quantitative data collected via an online survey of Australian women who have undergone IVF treatment. Hayes’ PROCESS macro was used to analyse the data.

Findings

The results indicate that women’s persistent goal-striving alongside their perceived personal sacrifices influence the association between their need for parenthood and their experienced vulnerability. Institutional factors such as IVF clinic technical and interpersonal quality influence these consumers’ IVF experience evaluations and word-of-mouth (WoM) intentions.

Research limitations/implications

This study’s results are limited to women who are undergoing IVF treatment. Further empirical work is needed to deepen the understanding of the role played by partners and other family members in women’s IVF experiences.

Practical implications

IVF clinics can reduce women’s experienced vulnerability by encouraging women who have a good probability of succeeding to persist in the pursuit of the goal of conceiving a child via IVF. This can be achieved by enabling and empowering them so that they give themselves the best chance during treatment, thus facilitating their control. Managing the expectations of those women with a lower probability of success is also recommended. The importance of the technical and interpersonal quality delivered by IVF clinics in influencing the positive evaluations and behavioural intentions of women experiencing vulnerabilities is further highlighted.

Originality/value

This study contributes to the transformative service research literature by: examining the IVF transformative experience, which has been largely overlooked; focussing on the intersection of transformative services and consumers experiencing vulnerability, which is an emerging research area; and testing a framework quantitatively that intermingles individual and institutional factors as antecedents and consequences of consumers’ experienced vulnerabilities, advancing the existing conceptual and qualitative work.

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Article
Publication date: 5 September 2016

Lisa McQuilken, Nichola Robertson, Michael Polonsky, Paul Harrison and David Bednall

The purpose of this paper is to test the efficacy of disclosing unit pricing and increasing the type size of complex terms and conditions in advertising. This is in line with…

730

Abstract

Purpose

The purpose of this paper is to test the efficacy of disclosing unit pricing and increasing the type size of complex terms and conditions in advertising. This is in line with recommendations made by global telecommunications regulators, including in Australia, to protect consumers in selecting mobile plans.

Design/methodology/approach

The authors employed a 2 (unit price disclosed: no, yes)×3 (type size: nine-, 12- and 15-point terms and conditions) full factorial, between-subjects experimental design using a scenario and fictional advertisements for 24-month mobile phone plans. This was complemented by 24 in-depth interviews with consumers who had recently purchased “real” plans and their assessment of these.

Findings

Extra information in the form of unit pricing has a positive influence on consumers’ value perceptions, but not on perceived confusion or risk. Presenting complex terms and conditions in larger type increases consumers’ perceived confusion and risk, but not perceived value, as consumers have difficulty understanding the complicated information presented.

Research limitations/implications

This study focused on a single country market for one product type of mobile phones, using a limited range of mobile plans.

Practical implications

Public policymakers and providers are advised to pre-test planned changes to advertising’s informational content prior to implementation to identify the efficacy of proposed changes to protect consumers. Consumers may also need to be educated to accurately interpret complex plans.

Originality/value

The study contributes to the domain of informational content in advertising as a form of consumer protection. The effect of unit pricing and larger type for terms and conditions on consumer perceptions has not been examined previously in complex product settings.

Details

Marketing Intelligence & Planning, vol. 34 no. 6
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 1 December 2022

Lauren Wearing and Lisa Ogilvie

This purpose of this paper is to contribute to a series of recovery stories that examine candid accounts of addiction and recovery. Shared components in the recovery process are…

99

Abstract

Purpose

This purpose of this paper is to contribute to a series of recovery stories that examine candid accounts of addiction and recovery. Shared components in the recovery process are considered, along with the change and growth needed to support the transition from addiction to recovery.

Design/methodology/approach

The connectedness, hope, identity, meaning in life and empowerment (CHIME) framework comprises five elements important to recovery. CHIME provides a standard to qualitatively study recovery. As a model, it has been extended to include growth (G-CHIME), an element that is important for sustained addiction recovery. In this paper a first-hand account of addiction recovery is presented, followed by a semi-structured e-interview with the author of the account that is based on the G-CHIME model.

Findings

This paper shows that addiction recovery is a remarkable process that can be effectually explained using the G-CHIME model. The significance of each element in the model is apparent from the biography and e-interview presented.

Originality/value

Each account of recovery in this series is unique, and as yet, untold.

Details

Advances in Dual Diagnosis, vol. 16 no. 1
Type: Research Article
ISSN: 1757-0972

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