bluuebunny/crossref_metadata_2025 huggingface dataset:
Sister State Agreements - Developing a Screening Grid to Aid Public Sector Management in Improving Performance Outcomes
Authors: Gatfield Terry
Published: November 2010

Australia is highly dependent on imports of products and services. The cost of these has to be serviced by exports to achieve a balance of trade. Unfortunately in most years the result is a deficit. Contemporary international trade theory indicates the need for a State government and private industry nexus to initiate and enhance trade outcomes. One of the key aspects of this nexus is the role of Sister State Agreements. However these high level government-to-government agreements are not subject to extensive research. This paper explores the Sister State Agreements of Queensland by designing a screening grid map using two axes each a construct of multiple variables. The map is designed with a view to examining how public sector management can advance the effectiveness of trade outcomes.

Note: A conference working paper based on this article was presented at the Australian and New Zealand Academy of Management 2001 conference.
Career Plateauism: End of the Road or Just Another Fork?
Authors: Joseph Jacob , Simmons Bret , Abramowicz Kenneth , Girardi Tonia
Published: November 2010

This paper is based on a study of a large U.S. multinational corporation, examining the importance of career plateauism, the condition whereby more employees find that opportunities for promotions are limited or non-existent. This phenomenon has gained special attention with corporate downsizing and the emergence of “flatter” organizations. This exploratory study suggests that plateauism is a multi-faceted construct. Plateauism can have adverse effects upon certain employees in the organization; however, a segment of plateaued employees commonly referred to as “solid citizens” can manage to function effectively. Instead of viewing plateauism solely by its traditional definition of hierarchical movement, the assessment of plateauism needs to be expanded to include factors such as the content of the job, change in work responsibilities, and the learning of new skills. “Content” plateauism is contrasted as being distinctly different from the conventional measure referred to as “structural” plateauism. This difference in the assessment of plateauism may explain why one type of plateauism has detrimental effects while the negative repercussions attributable to the other type of plateauism can be moderated; consequently, the different types of plateauism may require different interventions. The implications for managers, organizations, and plateaued employees are discussed.
Proposed Model for Investigating Relationships between Vision Components and Business Unit Performance
Authors: Kantabutra Sooksan , Avery Gayle C.
Published: November 2010

Leaders are widely exhorted to employ visions, yet surprisingly little research has been conducted on what constitutes an “effective” vision. A research model is proposed for investigating relationships between vision components, and business unit performance as measured by employee and customer satisfaction. The model, expressed both graphically and as three propositions, proposes that vision attributes of brevity, clarity, abstractness, challenge, future orientation, stability, and desirability, plus vision content relating to employee and customer satisfaction, can directly affect performance. However, the model also predicts indirect effects on performance mediated by six realization factors and two intervening variables.
Improving Confidence and Accuracy in Performance Appraisals
Authors: Nesbit Paul L. , Wood Robert E.
Published: November 2010

The paper presents findings of a study evaluating the impact of performance appraisal training on rating accuracy and perceived rating ability. 41 supervisors from a telecommunications firm took part in the training evaluated video vignettes and completed a questionnaire measuring self-efficacy beliefs about rating, goal intentions, and feelings about future rating behaviour. Supervisors in a control group (n = 12) also rated the video and completed the questionnaire. Trained supervisors showed increased accuracy on video ratings of work behaviour over the course of the training and an increase in self-efficacy measures. Control group supervisors by comparison decreased their accuracy of rating over the same time period while self-efficacy ratings remained constant. Impact of training on satisfaction and goals of participants is also presented.
Management Education by Distance Mode: Combining Print and Computer Mediated Communication (CMC) Technologies to Provide Flexible Individual Study and Collaborative Learning Opportunities
Authors: Smith Ann
Published: November 2010

Given the need to provide increased opportunities for busy managers to learn, but their reduced availability to attend formal on-campus classes, management students and corporate employers have turned to Distance Education (DE) provision as an alternative to face-to-face (FtF) programmes.

Providing flexible delivery, however, does not guarantee that the learning requirements of management students will be met, and needs to be considered in terms of the limits and enhancements to learning that different flexible methodologies support. DE comes in many forms and pedagogics, uses a variety of media, and tends to be designed with the individual learner in mind, whereas the demand for work-relevant management skills requires Management Education (ME) programmes to include collaborative as well as individual modes of learning.

Managers require integrative knowledge, emotional intelligence, and complex social and perceptual skills and attitudes that increasingly reflect ethical and values-oriented behaviour. At issue in the shift from FtF to DE is the need to provide opportunities for the ongoing social and interpersonal skills development that would normally occur within the classroom. For DE to add value to management learners it needs to offer flexibility that supports quality work-relevant education.

In this paper the author explores whether print-based DE combined with Computer Mediated Communication (CMC) technologies provides a solution. CMC is a networked electronic medium; used in conjunction with print-based DE it can provide opportunities for group interactivity and collaborative learning. Since the skills required for effective CMC participation are also synergistic with the socio-cultural and technical skills required of today's ‘networked manager’, the author suggests that there are further advantages to including CMC as part of the ME curriculum. From a review of the literature, the author concludes that there is much benefit in combining the two methodologies provided that:

• appropriate pedagogy is designed into the combined media

• the flexibility and educational needs of management learners are met

• educators and learners learn how to learn by the new media.
Strategic Decision-Making in Japanese Trading Companies: Case Studies of Information Search Activities
Authors: Gilbert David
Published: November 2010

The paper describes an investigation into the information search activities of senior Japanese executives involved in strategic decision-making in Japanese trading companies. The research task was conducted over a twelve-month period between 2000-2001, at five well-known Japanesekaisha(see Appendix 1 for a list of Japanese expressions used in this paper) headquartered in Tokyo. This paper identifies sources of information that are dev-eloped and used by executive decision-makers in evaluating strategic alternatives. As well modes of access to the identified sources are highlighted and analysed.

Results from the study indicate the prominence of distinctive Japanese managerial practices such asnemawashiandsettai, in developing information sources. As well it was found that these practices strongly influence how information sources are accessed. Executive decision-makers from the Presidential level to Divisional Manager level who participated in this study were emphatic in their belief that strategic decision-making in most situations is reliant upon the network of information sources cultivated by decision-makers as well as their skill in accessing the various sources.
Academics as Agents of Change?
Authors: Mathews Pamela
Published: November 2010

Over the last twenty years management courses offered in Australia have undergone considerable change. Most notable is the number of different programmes available and the varied content of these. However, in an environment which is changing rapidly, management education and its provision are under continuous review. Data gathered recently to examine the perceptions of academics in relation to management education, has drawn attention to an issue that warrants consideration. Should management academics be agents of change or should they simply make changes in response to new demands? The answer to this question has significant implications for the future development of management education. This paper seeks to examine the role that the management academic has in a situation of continuous change.
Increasing Women's Participation in Agricultural Leadership: Strategies for Change
Authors: Pini Barbara
Published: November 2010

This paper uses data from a survey of women involved in the Australian sugar industry to present evidence of the strategies which could be introduced by agri-political groups to increase women's involvement in agricultural leadership. Of the 181 positions of elected leadership in the Australian sugar industry's agri-political group, CANEGROWERS, none is held by a woman. Factor analysis of the 233 returned survey responses revealed that there are five types of strategies that could be implemented to address this inequity. These are: organisational strategies, education and training strategies, remuneration strategies, support strategies and practical strategies. The paper concludes by drawing attention to the fact that few strategies have been adopted by agricultural organizations to address men's numerical dominance of positions of leadership.
Natural Waters of Viti Limited – Pioneering a New Industry in the Fiji Islands
Authors: Mcmaster Jim , Nowak Jan
Published: November 2010

This case analysis traces the establishment and subsequent operation of Natural Waters of Viti Limited, the first company in Fiji extracting, bottling and marketing, both domestically and internationally, Artesian water coming from a virgin ecosystem found on Fiji's main island of Viti Levu. The authors first discuss the product concept, the company and its expansion, and the role of Fiji Government in providing a legal framework and the necessary infrastructure for a new industry pioneered by Natural Waters of Viti. These are followed by an analysis of the US market, from which the company derives more than 90% of its revenues, and the marketing strategy employed in that market. The subsequent sections deal with export earnings, expected expansion into new markets, and the company's relations with the local community. The case concludes by summarising major achievements by the company and major challenges it faces now.
Interview with John Hood, Vice Chancellor, Auckland University
Authors: Campbell-Hunt Colin
Published: November 2010

In late 2004 a New Zealander, John Hood, will become the first external appointment to head Oxford University in its 900-year history. Napier-born and raised, Dr Hood studied engineering at Auckland University where he took his doctorate in 1976. He then took up a Rhodes scholarship at Oxford, where he added an MPhil in management and played cricket for the University. These two universities continue to command a special place in his affections. A 19-year career in industry with Fletcher Challenge – at the time New Zealand's largest corporation – took him to senior group responsibilities as CEO of Fletcher Challenge Paper. In 1999, he took on his present role as Vice Chancellor of Auckland University. His record there of innovative and dynamic leadership has surely been instrumental in attracting the attention of his other alma mater, and in attracting him back to Oxford.
Organisational Change Stories and Management Research: Facts or Fiction
Authors: Dawson Patrick
Published: November 2010

Organisational change stories are often constructed around a linear series of ‘successful’ events that serve to show the company in a positive light to any interested external party. These stories of company success sanitize complex change processes and offer data for change experts to formulate neat linear prescriptions on how to best manage change. This article criticizes this position and argues that change is a far more dynamic political process consisting of competing histories and ongoing multiple change narratives which may vie for dominance in seeking to be the change story. A central aim is to identify and unpack narratives of change in order to highlight a number of theoretical and methodological implications for management research. It is argued that post-hoc rationalized stories should not be used as a knowledge base for prescriptive lessons or theoretical developments, nor should research data simply be presented as a single authentic story of change. The need to study change overtime and to accommodate multiple stories that may be reshaped, replaced and modified raise critical issues of data collection and data analysis, as well as important questions on the place of the conventional case study as a conveyor of research findings. As such, the article calls for the more widespread use of the concept of ‘competing histories’ and ‘multiple change narratives’ in longitudinal studies that seek to explain processes of organisational change.
Public Sector Managers and Ethical Dilemmas
Authors: Ehrich Lisa Catherine , Cranston Neil , Kimber Megan
Published: November 2010

Controversies surrounding the behaviour of ministers and high profile leaders seem to be commonplace in public life. That there has been a resurgence of interest in the study of ethics is not surprising. The spotlight on ethics in the public domain has been due in part to the crisis in confidence about government and a lack of public trust in organisations. Furthermore, a complex organisational environment where managers are being required to juggle a ‘multitude of competing obligations and interests’ (Cooper 1998, p. 244) has provided fertile ground for the emergence of ethical dilemmas. In this paper we put forward a tentative model that reveals important inputs that bear upon an individual, such as a public sector manager, who is confronted with an ethical dilemma. In the final part of the paper we illustrate the model's efficacy with an ethical dilemma described by a retired senior public servant to determine whether the model works in practice.
Defining the Social Capital of the Board of Directors: An Exploratory Study
Authors: Nicholson Gavin J. , Alexander Malcolm , Kiel Geoffrey C.
Published: November 2010

This paper advances the resource dependence and social networks literature by investigating a board's structural social capital created as a consequence of interlocking directorates. Using approaches and measures developed by social network analysis we compare the interpersonal directorship networks of the top 250 companies in the United States and Australia. We find that the smaller, sparser Australian network is only marginally less compact and connected than the larger US network at the firm level of analysis. However, at the director level of analysis the US network is much larger and more connected than its Australian counterpart. As a result, we argue that scholars studying the resource dependence role of boards should consider using measures of interpersonal links as well as traditional measures of inter-firm links.
Reactions to HRM: An Employee Perspective from South Africa and New Zealand
Authors: Browning Vicky , Edgar Fiona
Published: November 2010

The aim of this paper is to provide a representation of the employee viewpoint on emerging issues related to HRM practices associated with the ‘new employment relationship’. Data obtained from employees across two studies in two very different countries – South Africa and New Zealand has been used to represent the employee perspective. Interestingly, a number of shared perceptions about these HRM practices are found to exist between employees from South Africa and New Zealand, suggesting the problems employees currently experience with the HR practices in the workplace that aim to promote this new relationship could be more widely shared.

The areas of shared concern highlighted by employees were mainly related to the implementation of HRM practices. For example, insufficient line management commitment, unfairness and inconsistency in the application of HR policies were all issues that were commonly raised, as was poor communication. Employees attributed these problems to the inadequate skills of those responsible for the implementation of HRM, and tended to be of the view that they could effectively be resolved through the HR department playing a more central role in the implementation of HRM in an organisation, training of line managers to carry out their HR responsibilities more effectively and increased consultation with employees.

Employees participating in these studies appeared to demonstrate a surprisingly high level of awareness and cognisance in identifying problems with HR practice and more significantly how these problems might be rectified. This would support the importance of accessing the employee perspective in both the implementation and research into HRM in practice. Based on the issues highlighted by the employees, increased co operation between line management, the HR department and employees is suggested to facilitate the effective design and implementation of HRM practice in this era of new employment relations.
The Intangible Economy and Firm Superior Performance: Evidence from Australia
Authors: Galbreath Jeremy
Published: November 2010

Scholars suggest that in the ‘intangible’ economy, firms need to exploit intangible, rather than tangible resources to generate superior performance. In this study, we theoretically developed the proposition that intangible assets and capabilities would be linked to superior performance while tangible assets would be linked to low performance. Drawing upon a broad sample of manufacturing and services firms in Australia and by segmenting out the central cluster of firms, we found that tangible resources were linked to low performance while as hypothesised, intangible assets and capabilities were linked to superior performance. Studies such as the present one offer some support for resource-based theory which argues that in today's economy, resources that are intangible in nature are more likely to be sources of competitive advantage than resources that are tangible in nature.
The Strategic Role of HR Managers in Australian Organisations: Cues from Organisational Recruitment Sources
Authors: Sheehan Cathy , Scafidi Anthony
Published: November 2010

This study has used a longitudinal, quantitative design to explore the expected increase in the reference to human resource management (HRM) strategic planning roles in Australian organisations between 1993 and 2004. The research also examined which of the organisational characteristics of ownership, sector and size best predicts strategic planning roles for HR managers in 2003-04. Data was collected from the content analysis of 315 job advertisements for senior Human Resources (HR) managers published in national newspapers and on the Internet. Results established a longitudinal increase in references to strategic HR roles and established that internationally-owned, larger, and public sector organisations placed greater emphasis on promoting strategic roles for HR managers. The strongest predictor of a strategic planning role however was the sector in which the organisation was placed. Specifically, in the public sector HR managers at the most senior level were given the same strategic role as counterparts in the private sector but HR managers at the next level down were significantly less likely than HR managers at the same level in the private sector to be given strategic roles. These findings have implications for the training and development opportunities for HR managers working in the public sector.
The influence of religion-based workplace spirituality on business leaders' decision-making: An inter-faith study
Authors: Fernando Mario , Jackson Brad
Published: November 2010

The paper reports the findings of thirteen interviews with prominent Sri Lankan business leaders drawn from Buddhist, Christian, Hindu, and Muslim religious traditions. The in-depth interviews with the leaders were supplemented by documentary sources. When the leaders were asked why they engaged in religion-based workplace spirituality, their responses were often associated with decision-making. Although they had an array of management tools with which to deal with day-to-day management situations, they all indicated that, in ‘difficult’ moments, these tools needed to be complemented by processes by which they connected with the ultimate – variously identified as the transcendent reality, god, or truth that is more powerful, better, and good. The outcomes of decisions, both good and bad, were usually attributed to that connecting experience. The findings suggest that religion plays a significant role in influencing the judgment, emotional and motivational qualities of Sri Lankan leaders' decision-making – in that a frame of reference based on a connection with a transcendent and ultimate reality is likely to be a source of solace, guidance, and inspiration to leaders' critical decision-making.
An integrative model of perceived available support, work–family conflict and support mobilisation
Authors: Lawrence Sandra A
Published: November 2010

Work–family conflict is impacting on increasingly larger numbers of employees. It is therefore important to identify ways in which the negative effects of this stressor can be ameliorated. In this paper an integrative model of perceived available support, work–family conflict and support mobilisation is developed to explore how perceptions of support availability can help employees to cope with work–family conflict. This model is an explicit reflection of the theory of stress-buffering during secondary appraisal, and extends existing theory by incorporating the principles of both the stress-matching and source of support frameworks. The theoretical model enables a more comprehensive examination of the conditions under which stress-buffering is effective in countering the demands of work–family conflict. Implications for research and practice are discussed.
Like wolves in a pack: Predatory alliances of bullies in nursing
Authors: Hutchinson Marie , Vickers Margaret H , Jackson Debra , Wilkes Lesley
Published: November 2010

The findings from the first, qualitative stage of a larger sequential mixed method study of bullying in the Australian nursing workplace are reported. Interviews with twenty-six nurses, recruited from two health care organizations, were analysed using the constant comparative method. Participants described informal organizational networks as the mechanism through which predatory, cooperative, and planned group bullying acts were promulgated. These predatory alliances enabled the co-option of legitimate organizational systems, the concealment of bullying, and the protection and promotion of perpetrators. By identifying the manner in which workplace bullying can be embedded within informal organizational networks, this research has important implications for further research in this field.
A theoretical framework of alliance performance: The role of trust, social capital and knowledge development
Authors: Suseno Yuliani , Ratten Vanessa
Published: November 2010

While studies on alliances have been substantial in the international business literature, much is still unexplored in understanding what alliance performance really is and how superior alliance performance is facilitated (Das & Teng 2003). Drawing from research on alliances, we develop a theoretical framework to examine alliance performance by integrating a partner analysis approach, focusing on alliance trust, alliance partners' social capital, and knowledge development from alliance relationships. We consider the level of mutual trust between alliance partners to be the precursor to such relationship (Das & Teng 1998). Trust, we argue, subsequently builds and enhances the partners' social capital. Two types of social capital are considered in this article: internal social capital and external social capital. In developing our framework, we further subscribe to the notion that knowledge is a contributing factor to superior alliance performance, and consider how such relationships influence the development of partners' knowledge in terms of the development in the tacit firm-specific and the more explicit market-specific knowledge. Key managerial implications and suggestions for future research are discussed.
A creative twist: Management theory, creativity and the Arts
Authors: Gahan Peter , Minahan Stella , Glow Hilary
Published: November 2010

The idea that organizations need to adopt structures and practices that facilitate ‘creativity’ has become a central theme in theories of managing organisational innovation and success. This idea has been deployed in organisational theory, HRM, marketing and other domains of organization studies. For many theorists and practitioners in this area, organisational creativity is something to be distilled and managed as an element of organisational performance.

We argue, however, that this process of appropriation from the creative arts is subject to a number of problematic transitions. Our starting point is the notion of creativity itself. Within the creative arts, the question of what constitutes creativity and its relationship to artistic practice is subject to considerable debate. This debate centres on the question of whether creativity represents an essentialist and inexplicable (even spiritual) component of artistic practice or whether creativity is a trait of work and cannot be attributed as a unique aspect of art.

However it is defined, we argue that the notion of ‘creativity in business’ conveniently ignores essential elements of what constitutes creativity. In the process of being appropriated from the arts, the concept of creativity, we argue, has been ‘hollowed out’ and refashioned to suit the structures of organization as institution, and its needs as a business organization. This appropriated view of creativity has, in turn, been imposed on arts organisations, which are impelled to see themselves as ‘creative businesses’. In both cases, the mantra of creativity provides nothing more than a means to control individuals and provide them with a false hope that contributing to the success of business will provide a means to self fulfilment.
Transition to practitioner: Redesigning a third year course for undergraduate business students
Authors: Bailey Janis , Oliver Damian , Townsend Keith
Published: November 2010

This paper reports the outcomes from a teaching and learning research project at an Australian University centred on improving a third year course in industrial relations. The paper addresses the cognitive and affective outcomes of the course. Cognitively, students developed a greater understanding of the processes of industrial relations and their interconnectedness; however, research and academic skills were identified as in need of further improvement. Affectively, students responded to the challenges of the course, increasing their confidence and self-efficacy and being better prepared for the transition from student to practitioner. While the course in question was a final year ‘capstone’ course, the findings are applicable to all who are interested in designing, or redesigning, any business course that attempts to integrate theory and practice.
How do large Australian and Swiss banks implement downsizing?
Authors: Gandolfi Franco
Published: November 2010

Large Australian and Swiss banks have been trimming their workforces since the mid-1990s. With further rounds of downsizing activities predicted, this study sought to identify, examine, and compare the adopted organizational downsizing implementation strategies. The primary purpose of this cross-cultural study was to determine how large Australian and Swiss banks implemented downsizing in their most recent endeavors. The research has revealed three key findings. First, Australian banks primarily adopted workforce reduction strategies, whereas Swiss banks employed a mixture of organization redesign, workforce reduction, and systemic strategies. Second, Australian banks had considerable depth in their downsizing, whereas Swiss banks had more breadth in their overall strategies. Third, Australian banks favored reorientation approaches, whereas Swiss banks embraced reinforcement approaches. It remains unclear as to why large Australian and Swiss banks differed in the selection of implementation strategies and why they diverged in their overall approaches to downsizing. Further research is required to explore aspects that are likely to influence the adoption of downsizing strategies in both Australia and Switzerland.
Unmasking re-regulation in the luxury hotel sector
Authors: Knox Angela
Published: November 2010

The pursuit of regulatory reform in order to enhance organisational flexibility and efficiency appears to be ongoing in Australia. This is particularly salient in the service sector, where competition is strong and operating hours are often extended. In responding to these issues, government has sought to provide both employers and employees with additional regulatory options to better suit their individual needs; thereby offering what might be termed ‘regulatory choice’. While employers, on average, have engaged in these alternate forms of agreement making, those within the hospitality industry have been less enthusiastic about bargaining outside of the award system. The reasons for their reluctance have not been examined in depth, however. This paper therefore seeks to analyse the factors underpinning employers' bargaining decisions in order to develop a greater understanding of regulatory choice in Australian service sector firms. In doing so, the analysis focuses on employers' bargaining arrangements in the Australian luxury hotel sector. The findings indicate that regulatory choice is influenced by four primary factors: business/human resource management strategy; workplace characteristics; finances and perceived risk; and administrative issues. Contrary to the government's endeavours to enhance flexibility, some employers ‘choice’ of employment regulation was restricted. Regulatory choice appears to be significantly more complex than anticipated.
Importance of industrial services and service innovations
Authors: Weissenberger-Eibl Marion , Koch Daniel Jeffrey
Published: November 2010

The service sector in general has become far more important in recent decades. This development can also be seen with respect to services in the investment goods industry or in the so called provision of industrial services. This paper raises the issue that industrial services are the main growth driver of today's economies and have a major potential for companies to increase their revenues. After the introduction and a short definition of services and service systems the paper will clarify the importance of industrial services on a theoretical basis. The paper aims to enhance the service systems model to broaden the understanding of the development of service innovations in the investment goods industry. The service systems approach will be used to discuss the influences on the development of service innovations on a theoretical basis.
Where to from here? Evaluating employability during career transition
Authors: Clarke Marilyn
Published: November 2010

This study explores attitudes towards employability among a small group of individuals who were in career transition as a result of taking voluntary redundancy. Contemporary models of career suggest that much of the responsibility for career and employability has been transferred from the organisation to the individual. This study indicated that, in general, mid-career individuals were yet to recognise this transfer and to take ownership of their employability. When moving from a stable career within a paternalistic organisation to an uncertain job market they were unsure what they had to offer an employer, how to approach job search or how to market their skills and experience. The majority did make a successful career transition but more in the absence of, rather than because of, individual career management strategies.
Testing the links between emotional intelligence and motivation
Authors: Christie Anne , Jordan Peter , Troth Ashlea , Lawrence Sandra
Published: November 2010

The emotional intelligence construct is still the focus of substantial controversy. In this paper we contribute to the current debate regarding the factors that comprise the emotional intelligence construct. While some authors argue that emotional intelligence consists of a number of social and emotional competencies including self-motivation (Goleman 1995; 1998), others maintain emotional intelligence abilities are restricted to abilities that directly link emotions to cognition (Mayer & Salovey 1997). This latter view does not include motivation as a factor, but acknowledges it as a separate, related function. We conducted an empirical study to test these two different conceptualisations. One hundred and thirteen individuals completed measures of emotional intelligence and McClelland's (1987) three motivational needs. Structural equation analyses clearly supported Mayer and Salovey's (1997) conceptualisation that motivation is a factor related to emotional intelligence but is not a component part of the emotional intelligence construct. Implications are discussed.
Australian small and medium sized enterprises (SMEs): A study of high performance management practices
Authors: Wiesner Retha , McDonald Jim , Banham Heather C
Published: November 2010

While there is extensive management and academic literature on the topic area of high performance management internationally, research on high performance management practices in the Australian context is limited. Furthermore, research on high performance management practices has focused predominantly on large organisations and is largely a new direction for research in SMEs. This study attempts to fill some of the gaps in existing studies by considering a wide range of high performance management practices in Australian SMEs. Owing to the dearth of national data on high performance management in Australian SMEs, the results of this study are used to determine whether there is any evidence of a ‘high performing’ scenario in relation to management practices in Australian SMEs. The results, reporting a national study (N = 1435) on employee management in Australian SMEs, reveal a moderate take-up of high performance management practices. The findings by themselves do not support a ‘high’ performing scenario in relation to management practices in SMEs; however the low application of participative practices in the context of low unionization, and a low incidence of collective relations, indicates that many SMEs need a makeover if they are to meet the demands of competition. It is evident from the findings in this study that high performance practices in SMEs stand to benefit from modernisation and improvement.
Origins and opportunity: 150 years of New Zealand entrepreneurship
Authors: Hunter Ian , Wilson Marie
Published: November 2010

In this examination of New Zealand entrepreneurship in the period 1840 to 1990, we document the origins of New Zealand entrepreneurs, and explore the differences between New Zealand, UK, and United States entrepreneurial history. Historical data is further analysed to depict the rise of alternative entrepreneurial growth strategies and the evolution of industry and financing structures, unique to the New Zealand business environment.
Tall Poppy Syndrome: Implications for entrepreneurship in New Zealand
Authors: Kirkwood Jodyanne
Published: November 2010

The Tall Poppy Syndrome (TPS) of knocking high achievers is often described as being ingrained in New Zealand's culture. This study interviews 40 entrepreneurs to explore how TPS impacts on entrepreneurs. Internationally, New Zealand is considered to be a highly entrepreneurial country. Thus TPS and an entrepreneurial culture appear to co-exist. Over half of the participants had experienced TPS in their role as entrepreneurs and their individual strategies for managing its impact included 'staying under the radar', not telling people they owned a business and not ‘flaunting’ their wealth. This study suggests that the effects of TPS may have significant implications for entrepreneurship in New Zealand. Firstly, TPS may discourage entrepreneurs from starting a business. Secondly, people who have experienced a business failure may be reluctant to establish another business because of the public reaction to their 'fall'. Finally, entrepreneurs may deliberately limit business growth because they don't want to attract attention. Potential ways of reducing the impact of TPS on entrepreneurs include celebrating entrepreneurial success more visibly, highlighting realistic role models for people to aspire to and emphasising the hard work and risk that entrepreneurs take to achieve success.
Service sells: Exploring connections between customer service strategy and the psychological contract
Authors: Cutcher Leanne
Published: November 2010

Drawing on detailed qualitative case study evidence from four retail banking organisations, this article highlights the connections between customer relations strategy, the psychological contract and employee behaviour. The purpose of the research is to extend our understanding of the links between employees and customers by showing how this relationship evolves over time and by highlighting that a front-line employee's service orientation needs to be understood within the broader context of the employee's service experience. It is suggested that a better understanding of these connections could facilitate improved customer service standards and enhance the experiences of those working in service industries.
The role of the customer advocate: Contextual and task performance as advocacy participation
Authors: Seiling Jane Galloway
Published: November 2010

Contextual performance in the workplace has been identified as including relational activities that maintain the broader social and psychological environment in which task performance occurs in organisations. In this conceptual writing, organisational advocacy (OA) is offered as a form of task and contextual performance that is pertinent in the 21st century, especially while serving and working with customers on a day-to-day basis. Organisational citizenship behaviour is conceptualised as a component of the contextual performance of OA. OA and customer advocacy are defined and models are provided, suggesting that what is thought, said, and done by organisational members must receive expanded attention, in this case, in dealing with internal and external customers.
Service climate and employee well being in higher education
Authors: Martin Angela
Published: November 2010

A growing emphasis on the discourse of ‘student as customer’ has increased the salience of the concept of service climate in universities and anecdotal evidence suggests that this may have placed increased pressure on staff. This study investigated the relationship between service climate and psychological well being in a sample of 340 university staff. Questionnaire data was analysed using structural equation modelling showed that a positive service climate was negatively related to job-induced tension and positively related to job satisfaction. Job-induced tension also mediated the effects of service climate on psychological dysfunction and job satisfaction. Implications for management of university stakeholder relationships and directions for future research are discussed.
Service staff attitudes, organisational practices and performance drivers
Authors: Beatson Amanda , Lings Ian , Gudergan Siegfried P
Published: November 2010

We provide conceptual and empirical insights elucidating how organisational practices influence service staff attitudes and behaviours and how the latter set affects organisational performance drivers. Our analyses suggest that service organisations can enhance their performance by putting in place strategies and practices that strengthen the service-oriented behaviours of their employees and reduce their intentions to leave the organisation. Improved performance is accomplished through both the delivery of high quality services (enhancing organisational effectiveness) and the maintenance of front-line staff (increasing organisational efficiency). Specifically, service-oriented business strategies in the form of organisational-level service orientation and practices in the form of training directly influence the manifest service-oriented behaviours of staff. Training also indirectly affects the intention of front-line staff to leave the organisation; it increases job satisfaction, which, in turn has an impact on affective commitment. Both affective and instrumental commitment were hypothesised to reduce the intentions of front-line staff to leave the organisation, however only affective commitment had a significant effect.
Optimising the internal value chain: Principles and practices
Authors: Spence Mark T , Kale Sudhir H
Published: November 2010

The employee–customer interface in hedonic services requires high quality interactions at key touch points to ensure experiences are positively remembered. We propose an approach that combines service blueprinting with internal marketing to achieve these experiences. While internal marketing suggests using marketing techniques for hiring, retaining and motivating employees, the literature in this field has been largely independent of each employee's contribution to the internal value chain. Service blueprinting is a useful approach which makes explicit the value creation processes used in service production. No study has thus far connected the blueprint (which identifies functions to be performed) to internal marketing (which specifies the mechanisms for hiring, retaining and motivating the people performing the functions). This paper proposes a service value chain optimisation framework to enhance employee–customer interactions in hedonic services using these two research streams.
Employee/customer interface in a service crisis: Impact of senior management attributes and practices on customer evaluation
Authors: Kimberley Nell , Härtel Charmine EJ
Published: November 2010

Customer power is an ever-increasing phenomenon, particularly in relation to service failure. Service failures not only elicit strong emotional reactions from disgruntled customers, but may ultimately lead to a severing of the service provider–customer relationship. A significant but overlooked area of research relates to the behavioural processes which shape customers' perceptions of service failure and recovery. As front-line staffare frequently the customer's only contact in the service encounter, they act as the key referent point in the literature with regard to service quality, speed and convenience. However, it is asserted that as employees of the organisation, senior management also plays an important role. This conceptual paper draws from research in the field of services marketing and organisational behaviour to provide evidence which suggests that customer responses to a service crisis are likely to be affected by perceptions of senior management behaviours and character attributes as generally just. We propose a cumulative effect of these justice perceptions on customer emotions and trust. In the wake of exceptional service failure, we argue, these factors play a vital role in shaping how customers may respond to such events.
Bridging the research–practice gap: Developing a measurement framework for work–life initiatives
Authors: Bardoel E Anne , Cieri Helen De , Mayson Susan
Published: November 2010

Research in human resource management has advocated the development of a systematic process of measurement that enables managers to obtain and evaluate evidence about the performance of work–life initiatives, in both financial and non-financial terms. We apply the resource-based view of the firm, within the context of strategic human resource management literature, and conduct qualitative research in focus groups with human resource professionals and managers from 27 medium to large organisations operating in Australia. Our research explores what organisations are currently measuring with regard to work–life outcomes, how they are measuring it, and what they would like to measure. Integrating the practitioners' perspective with academic literature, we develop a framework of measurement for work–life initiatives.
Work and family policy: Spoilt for choice or spoilt by choice?
Authors: Bretherton Tanya
Published: November 2010

Employer perspectives on work–life balance are under-developed and under-represented within the context of public debate on work and family. The current state of policy debate on work and family is grounded in the value of ‘choice’ and implicitly suggests that expanding the range of programs available will inevitably deliver a superior program for employees and employers. While diversity in program design is obviously an important priority for both parties, the current debate has not substantially increased knowledge or awareness of how best to assess program ‘fit’ nor evaluate program effectiveness for either party. This paper presents the experience of two organisations which have implemented successful work-life programs by focusing exclusively on workplace and workforce need, rather than policy rhetoric. Comparing the experience of these two organisations demonstrates that the needs of employers may be better served by a shift in the policy debate toward program ‘appropriateness’ and improved program evaluation techniques, and away from ‘choice’. Government rhetoric on ‘choice’ may actually serve to confuse rather than assist employers in the formation of an integrated and effective organisational wide work and family policy and program.
Is entrepreneurship the answer to achieving work–family balance?
Authors: Kirkwood Jodyanne , Tootell Beth
Published: November 2010

Many people (particularly women) see entrepreneurship as a way of achieving a better balance between work and family than that provided by paid employment. Fifty-eight entrepreneurs were interviewed in New Zealand (32 women and 26 men) in order to explore the work-family conflict they face, the techniques they use to achieve work–family balance and the effectiveness of these strategies. Our study finds that women entrepreneurs employ a number of flexible work practices, such as choosing where to work, when to work and with whom to work as well as managing their roles within the family. This study concludes that entrepreneurship may not be a panacea for achieving work–family balance. We offer some suggestions for how entrepreneurs may better achieve work–family balance.