Papers by Geoffrey Soutar
Qualitative Market Research: An International Journal, Apr 8, 2019
Technological Forecasting and Social Change, Jul 1, 2021
Cornell Hospitality Quarterly, Dec 4, 2019
This study examines the antecedents and consequences of value co-creation behavior in a hospitali... more This study examines the antecedents and consequences of value co-creation behavior in a hospitality context. An online questionnaire with samples of hotel patrons in the US and Australia was used to obtain data and Partial Least Square modeling was used in the analysis. The results suggest patron fairness perception enhances trust and identification with a hotel, which encourage engagement in the value co-creation behavior. Further, this behavior enhances patron wellbeing and respect for the hotel. The study contributes to the literature by suggesting a value co-creation behavior model in the hospitality context and empirically examining the antecedents and consequences of this behavior. The results have important implications for managers designing service encounters that can encourage hotel patrons to engage in the value co-creation behavior.
ACR North American Advances, 2014
Trinadis' HVIC framework clarifies the relationship between materialism and cultural orientation.... more Trinadis' HVIC framework clarifies the relationship between materialism and cultural orientation. Using survey data from seven countries with diverse cultural orientation, we find materialism-success is positively/negatively correlated with VI/HI respectively and that both orientations are positively correlated with materialism-happiness. The individual-level VI effect is stronger when countrylevel VI is lower.
Australian and New Zealand Journal of Criminology, Mar 1, 1985
A number of work related attitudes were obtained from a sample of prison officers employed by the... more A number of work related attitudes were obtained from a sample of prison officers employed by the Western Australian Prisons Department. Prison officers were first cluster analysed to determine if there were any distinct groups with different attitudes. It was found that there were six such groups. A number of background and work experience variables were then examined to determine if there were any significant intergroup differences. It was found that only previous Prisons Department experience differed over the six groups and that other variables, such as age and previous work history, which others had suggested may explain prison officers' attitudes did not differ significantly. In two previous papers data collected from prison officers in the Western Australian Prisons Department were analysed . The papers examined first the relationships between a number of work related attitudes and second differences in the attitudes of officers in different institutions. However, these analyses did not examine possible relationships between officers' personal, social and work background and these work related attitudes. This appears to be a desirable extension of the previous analysis because Emery (1970), in his study of Bristol Prison, suggested that officers' social backgrounds may be important, while argued that previous work experience may also be important in that they considered officers with a military background to be more authoritarian than other officers. Consequently, the prison officers' data were re-examined to determine whether or not such effects were apparent in the Western Australian prison system. The data were obtained from uniformed staff at 14 institutions operated by the Western Australian Prisons Department, including the Fremantle maximum security prison, nine regional and open institutions, a maximum security assessment centre, a medium security institution for young male recidivists, an inebriates' institution and a medium security women's prison. The questionnaire was distributed to 402 staff and 284 usable responses were obtained, which is a response rate of 71%. Respondents' replies to the various attitudinal questions were aggregated to form the seven subscales outlined in Table , which shows the number of questions asked for each subscale and their alpha reliability coefficients . The reliability coefficients ranged from 0.56 to 0.83, which are suitably high for further analysis.
This paper outlines an alternative method to the more traditional way of measuring people's value... more This paper outlines an alternative method to the more traditional way of measuring people's values. A recently developed approach, termed the "Best-Worst Scaling" technique, which has been developed by Louviere and his colleagues, offers an opportunity to collect such data in a way that may produce more desirable estimates. value structure was used to examine differences between this new approach and the traditional Schwartz Values Survey approach. The present paper reports the results that suggest the new technique has some advantages over the more traditional approach.
The recent inception of emotional labour research is due, in the most part, to the rapid expansio... more The recent inception of emotional labour research is due, in the most part, to the rapid expansion of the service sector. Emotional labour (EL) refers to the mechanisms employees use to adjust their outward expression of emotion in accordance with organisational and societal norms during employee-customer interactions. This is differentiated from emotion work which is the management of emotions during employee-employee interactions. There is little agreement on the definition, conceptualisation and measurement of emotional labour. Specifically, this research has four main streams: 1) emotional job demands, 2) emotional expression, 3) emotional dissonance, and 4) emotion regulation strategies. This paper seeks to understand what is behind the ‘mask’ of EL by presenting an integrative model that includes the four conceptualisations of EL. The model extends previous work with the inclusion of emotion work regulation processes, continuance and affective commitment, and extrinsic and int...
This study examined the relationship between personality and self-leadership in a sample of vocat... more This study examined the relationship between personality and self-leadership in a sample of vocational college academics. Structural equation modelling was used to assess the factor structure of self-leadership and its relationship with personality. Contrary to prior research the best fitting model was a one-factor model for self-leadership. The results did support the distinctiveness of locus of control, general self-efficacy and conscientiousness from overall self-leadership, but not from the behaviour-focused, natural reward and constructive thought pattern dimensions. General self-efficacy and conscientiousness were found to be positive predictors of self-leadership practices. The practical and research implications of the results for self-leadership are discussed.
Journal of Business Research, 2017
Managing customer engagement behavior (CEB) is a strategic priority for firms to build and sustai... more Managing customer engagement behavior (CEB) is a strategic priority for firms to build and sustain long-term customer-firm relationships. This research examines the different types of customer engagement behavior (i.e. augmenting CEB, co-developing CEB, influencing CEB and mobilizing CEB). The study also examines the relationship between service fairness, different forms of trust (cognitive and affective), value-in-use (ViU) and CEB. The research model was tested across two developed (USA and Australia) and two developing economies (India and China). Results suggest that CEB is a higher-order construct and its structure is consistent across the developed and developing markets. In terms of cross-cultural differences, service fairness has a stronger influence on affective trust in the developing economies as compared to developed economies. Findings indicate that to motivate customers in developed and developing markets to engage, service providers need to treat them fairly, build cognitive and affective trust and understand how they create value-in-use.
Journal of Artificial Societies and Social Simulation, 2015
Australasian Marketing Journal, 2015
We report the results of an analysis of the research impact of marketing academics using citation... more We report the results of an analysis of the research impact of marketing academics using citation metrics for 2263 academics in the top 500 research universities in the Academic Ranking of World Universities based in Australia and New Zealand, Canada, the United Kingdom and the USA. The metrics are computed for publications from 2001 to 2013, which were collected in 2014 and 2015. We also report the same metrics for all universities in Australia and New Zealand that employ more than 4 marketing academics. The results provide an objective measure of research impact and provide benchmarks that can be used by governments, universities and individual academics to compare research impact. In an appendix we rank the top 100 university marketing departments in the top 500.
Personality and Individual Differences, 2011
Emotional labor has been widely studied because of its association with emotional exhaustion. Ind... more Emotional labor has been widely studied because of its association with emotional exhaustion. Individual differences in emotional labor however, have attracted less research attention. This study examined the mediating role of emotional labor in the relationship between the big five, emotional exhaustion and organizational citizenship behaviors. Using structural equation modeling it was found that emotionally unstable individuals tended to surface act and this was associated with increased emotional exhaustion. In contrast, agreeable and extraverted individuals engaged in more deep acting and this had a positive association with self-reported citizenship behaviors. The implications of the results for future research and practice are discussed.
Australasian Marketing Journal, 2015
Customer relationship management is a continually evolving domain that has been particularly affe... more Customer relationship management is a continually evolving domain that has been particularly affected by social media, which have revolutionised the way businesses and consumers interact. This paper on social CRM builds on a previous model of CRM prior to the growth of social media ( Jayachandran et al., 2005 ). We present a new model for social CRM, including a new construct of customer engagement initiatives and adaptations of other constructs to cater for the impact of social media. An online survey was used to collect data from a population of marketing practitioners and partial least squares analysis was used to test the model. Findings show the importance of an underlying customer relationship orientation; how it impacts on social media technology use and customer engagement initiatives, and also directly on customer relationship performance. A relationship is also shown between engagement and relational information processes, which is viewed as a performance outcome of social...
Small Enterprise Research, 2005
Journal of Professional Services Marketing, 1995
While the information search component of the consumer decision-making process has been researche... more While the information search component of the consumer decision-making process has been researched extensively in the product context, there is little research on information search for services purchases. This paper identifies different groups of consumers of financial services with particular search patterns. Information research was found to be limited. Furthermore," minimal searchers" were found to own the widest range of investment products, which suggests that experience is a mediator in the propensity to search. ...
Journal of Personality and Social Psychology, 2009
Journal of Marketing for Higher Education, 1996
In I985 the Australian government allowed public tertiary educational institutions to market thei... more In I985 the Australian government allowed public tertiary educational institutions to market their courses overseas for the first time, charging full fees for such services. Since then the export of education has become a growth industry at a time when Australia is struggling to improve its balance of payments and address a significant trade imbalance. Lewis (I989) noted that education contributed $220 million to the national economy in 1988 and that it was predicted to yield more than $500 million to Australia by 1995. Senior politicians ...
Journal of Behavioral Finance, 2005
As the baby boomers age, individuals are being encouraged to take responsibility for their retire... more As the baby boomers age, individuals are being encouraged to take responsibility for their retirement income. Despite the importance of individual investment decisions, we know very little about what factors influence them. Having identified characteristics that are important to individual investors in shares using a conjoint analysis approach, this study uses cluster analysis and discriminant analysis to look for subgroups with differing attitudes and approaches to investment alternatives. Results suggest that four significant subgroups exist within the investor sample, each with different investment preferences and goals. The results have implications for providers of financial services and for those involved in educating individual investors.
Conference Proceedings of the 2007 ANZMAC Conference. Dunedin: Department of Marketing, University of Otago, 2007
Research quality is becoming increasingly important in the Australian university system and journ... more Research quality is becoming increasingly important in the Australian university system and journal quality and citation rates are both seen as reasonable quality indicators. The present study used the citations received by articles published in a set of high and reasonable quality marketing journals in 2001, which is the first year of the intended Australian RQF exercise, to develop influence benchmarks. The analysis suggested a high quality benchmark of 16 citations and a reasonable quality benchmark of 6 citations. The “ ...
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Papers by Geoffrey Soutar