Category: Research Translated

Social Distancing and Employee Wellbeing

This article is a summary of research prepared for the ARA Research Committee by QUT Researchers Dr Sven Tuzovic One of the most critical measures for slowing the spread of COVID-19 is social distancing, interrupting the transmission of the virus through minimizing physical contact. However, this key measure has proved to be particularly disruptive for […]

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Why Loyalty Programs Cannot Prevent Switching

This article is a summary of research prepared for the ARA Research Committee by QUT Researchers Dr Sven Tuzovic In retail, it is often much more difficult to attract new customers than it is to increase sales from existing ones. Locking in customers through loyalty programs can be an effective way to accomplish this, rewarding […]

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Our Emotional Connection to Service Robots

This article is a summary of research prepared for the ARA Research Committee by QUT Researchers Dr Kate Letheren The AI revolution is already upon us, with digital assistants transforming the way we access information and personal robotics automating tasks long thought to be too complex for machines to handle. While the majority of robots […]

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Examining customer responses to preferential treatment

This article is a summary of research prepared for the ARA Research Committee by QUT Researchers Prof. Rebekah Russell-Bennett Preferential treatment is a common practice in service environments where only a few customers receive special benefits in addition to a firm’s core service, like priority boarding, access to exclusive events, and special discounts or offers. […]

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Trustmarks: Strategies for exploiting their full potential in e-commerce

This article is a summary of research prepared for the ARA Research Committee by QUT Researchers Dr Sven Tuzovic The proliferation of e-commerce signifies the increasingly crucial role of consumer trust in enhancing their willingness to purchase. Trustworthiness is important to consumers who shop online, especially when dealing with unfamiliar sellers. Without enough brand exposure […]

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Mobile-assisted ‘Showroomers’: Understanding their purchase journey and personalities

This article is a summary of research prepared for the ARA Research Committee by QUT Researchers Dr Sven Tuzovic ‘Mobile-assisted showrooming’ has become a popular shopping practice due to the shift from multi- to omnichannel environments, advances in information technologies, and changing consumer behaviour. This is when consumers research and evaluate products offline, then purchase […]

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Bending the rules to help customers: Examining the drivers

This article is a summary of research prepared for the ARA Research Committee by QUT Researchers Prof. Gary Mortimer Fashion retail organisations often employ service scripts that guide employee’s service delivery, to ensure their service behaviours are consistent and standardised. However, sometimes employees would “bend the rules” to assist their customers. For example, they might […]

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Examining food insecurity among adults in Australia

This article is a summary of research prepared for the ARA Research Committee by QUT Researchers Prof. Rebekah Russell-Bennett Food and nutrition insecurity occurs when the availability of and access to healthy and safe food is compromised, or when such foods cannot be acquired by socially acceptable means. In high-income countries, food insecurity is often […]

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When physical movement affects perceived value

This article is a summary of research prepared for the ARA Research Committee by QUT Researchers Dr Frank Mathmann In a physical retail setting, customers engage in physical movements around the store to interact with the marketing mix, for example, to find the best chocolate products or evaluate whether a pair of sneakers are worth […]

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Why consumers care less about worker welfare

This article is a summary of research prepared for the ARA Research Committee by QUT Researchers Prof. Gary Mortimer For many fashion retailers, concerns surrounding worker-welfare violations has long been salient, with claims of physical and sexual harassment, child labour, sweatshop conditions, poor and unsafe working conditions, long hours, and low wages acknowledged in the […]

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