.... Design/methodology/approach A supermarket self‐checkout machine is the SST under investigation. A mixed qualitative research design was used and a total of 209 observations and 47 interviews were obtained from customers in five supermarket stores in Australia. Findings Perceived waiting time...

... is to conduct a comparative study of NSD process and strategy in a developed country, Australia and a developing country, India. Design/methodology/approach The paper conducted surveys of 102 Australian firms and 97 Indian firms operating in the business‐to‐business financial services industry. Findings...

... influence on customer retention. Research limitations/implications This research was applied to the financial institutions in Queensland, Australia. Further testing of the proposed conceptual model across different industries and countries is needed to determine the generalisability and consistency...

... of the world, in Australia, service sectors have dominated economic activity for the last few decades. McLachlan et al. (2002) reported that the service sector has increased its contribution to the Australian GDP from 59 to 76 per cent over the past four decades. The service sector has also absorbed...

... in Asia, described in Table II . Professional services Networking Decision making Market entry Emerging markets Australia Many internationally oriented service firms have grown rapidly, using merger, acquisition and franchising, yet little is known about how knowledge is generated...

... interviews undertaken with managers who are involved in the choice of service providers. The respondents belonged to 24 organisations located in Australia. Template analysis and eyeballing were techniques used to analyse the data collected. Findings Assessment of the reasons why dissatisfied customers...

... that call center technologies may not be well accepted in some cultures; the high take‐up rate of mobile telephones and Internet access (ABS, 1998) makes it unlikely that this argument is applicable to Australia. However, there are still potential disadvantages in relying on technology, especially...

... on the factor labelled “provider performance”. Items that emphasized emotional and relational aspects loaded on either “authentic understanding” or “provision of extras” factors. © MCB UP Limited 1997 Australia Customer orientation Health care Service quality Due to the unique...

..., to be fundamental factors of proficient management in a service organization. Despite using a generative strategy, these espoused practices are © MCB UP Limited 1993 Australia Management attitudes Management styles Top management ...