John Gountas

Exploring the associations between standards for service delivery (organisational culture), co-worker support, self-efficacy, job satisfaction and customer orientation in the real estate industry:

The study examines the effects of organisational and individual factors of real estate agents on customer orientation. The organisational factors included are standards for service delivery (culture), supervisor support and co-worker support. The individual factors examined are self-efficacy and job satisfaction. The sample comprises 108 employees in the real estate industry. The moderating effects of job satisfaction and co-worker support between standards for service delivery and customer orientation and self-efficacy on the relationship between co-worker support and customer orientation offer new insights into the antecedents of customer orientation in a high-pressure selling-oriented industry, which have implications for staff selection and training and work organisation. This paper presents an original contribution to understanding the effects of individual and organisational characteristics on customer orientation.

Public health social media communications and consumer neuroscience

Abstract Consumer neuroscience is an emerging discipline. Potential exists for neurological quantitative research techniques to be used for the development and analysis of public health messages due to limited numbers of successful campaigns. In some instances, highly successful public health marketing campaigns have been designed to address something greater than financial gain and have achieved exceptional reach. This results in increased public awareness using social amplification platforms. Examples of these include action-oriented social media campaigns that ask individuals to “act”, “share”, “pledge” or “challenge” on behalf of a health or social cause. Neurological and physiological techniques include functional magnetic resonance imaging, magnetoencephalography, electroencephalography, eye tracking, galvanic skin response, heart rate, facial recognition and implicit association testing. Due to nonconscious decision-making processes these techniques have the potential to identify driving forces behind individuals’ decision to become involved in health and social cause marketing campaigns that are unable to be identified with qualitative research methods. In 2014/2015 the Australian Government spent

Subjective and confirmatory personal introspections of cultural city holidays

23.3 million Australian dollars (AUD) on health and social service marketing campaigns, with

Personality and motivation matter in touring holidays: A preliminary investigation into heterogeneity among touring travelers

19.4 million AUD on health communications, and

Desire for Fame: Scale Development and Association with Personal Goals and Aspirations

3.9 million AUD on social services. These figures are considered conservative as expenditure on marketing campaigns below

Delivering good service: personal resources, job satisfaction and nurses' 'customer' (patient) orientation.

250 thousand AUD is excluded. Thus, using consumer neuroscience to inform the design of future public health and social cause communications, which may help to save a life, while reducing expenditure on unsuccessful campaigns, requires greater understanding of the effectiveness of a positive action orientation vs. a fear and shock approach.

The influence of consumers' emotions on their service product evaluation.

Purpose – This paper aims to explore tourism consumer’s perceptions of cultural, emotional and behavioural differences. The subjective personal introspection (SPI) approach is used to investigate specific cultural differences which impact tourism satisfaction. It aims to identify the key attributes of cultural tourism satisfaction by comparing three European cities. The cultural attributes are synthesised into a confirmatory personal introspection (CPI), and a provisional research model is proposed. Design/methodology/approach – The research data of the cultural experiences are based on SPI data of “native-visitors” to London and ordinary visitors to Venice and Barcelona. The duration and the travel arrangements are the same for all three cultural experiences. The CPI uses thought experiments to formulate new research propositions. Findings – The SPI results show that the tourism gaze focus can be the cognitive-affective experiences of cultural holidays. Tourism consumer satisfaction is dependent on the quality of natural and man-made attractions and the social-emotional interactions between the hosts and guests in a destination. The three cities in our research, London, Venice and Barcelona, have different micro-cultures and levels of social-emotional interactions vary considerably between them. Overall tourism satisfaction is hypothesised to be influenced by the degree of social interaction and micro-cultural differences. Practical implications – The findings support the usefulness of SPI in tourism consumer research. SPI research findings produce in-depth understandings of the cultural tourism product attributes which cannot be captured in any other way. The personal insights are valuable to marketing professionals because they provide first-hand feedback of consumer’s perceptions over a longer period than a focus group session. The confirmatory introspections are valuable hypotheses to be tested empirically with specific tourism segments to identify product strengths and weaknesses as well as opportunities and threats. Originality/value – The use of SPI and CPI produces original hypotheses of the cultural tourism attributes which influence tourism satisfaction. The paper demonstrates that the tourism gaze can be expanded to investigate the cognitive-affective observations which have a direct effect on tourism satisfaction and decision-making.

Personality, Opportunity, Motivation, Self-Efficacy, Resources And Ability (POMSERA) As Predictors Of Consumer Behaviour

Touring travelers represent a significant market in Australia and are expected to play an even larger role in the future. Yet, to date, they are viewed and treated like one large homogeneous market. The aim of the present study was to question this assumption and investigate whether distinct segments exist among touring travelers. Results, based on an empirical study of 430 Australian travelers, indicate that at least two distinct segments can be constructed which differ in travel motivations, sociodemographics, and personality characteristics. These findings can be used to segment and harvest the market of tourist travelers through the development of targeted products and marketing messages.