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Australian tertiary institutions are increasingly incorporating technologies, such as social media and Web 2.0 tools into teaching in response to changing student needs. The purpose of this paper is to revisit a fundamental question, frequently asked in marketing, “what do our ‘customers’ [students] think now?” This will help determine the effectiveness of application of these technologies in courses and teaching programs in a changing competitive educational environment.

Using a mixed method approach, data were collected through 31 qualitative interviews and a survey of 231 university marketing students. Quantitative techniques included summary statistics, factor analysis and t-test.

Results indicate while students’ perceived flexibility and better learning outcomes as positive aspects of e-learning, they have concerns about flexibility for self-paced learning, self-motivational issues, lack of human interaction and fostering teamwork.

The study is limited to one Australian university operating in domestic and international markets. However, the study needs to be replicated for better generalizability across the sector.

The findings question the effectiveness of e-learning as an alternative approach to face-to-face learning pedagogy. However, regular review of current e-learning tools is needed to help match student and tertiary institution expectations.

This study re-investigates students’ perception in relation to the benefits that e-learning is expected to yield. It is one of the few studies questioning whether these promised benefits are valued by the tertiary student fraternity.

The purpose of this paper is to examine the role of situation normality cues (online attributes of the e‐banking web site) and structural assurance cues (size and reputation of the bank, and quality of traditional service at the branch) in a consumer's evaluation of the trustworthiness of e‐banking and subsequent adoption behaviour.

Data were collected from a survey and a usable sample of 202 was obtained. Hierarchical moderated regression analysis was used to test the model.

Traditional service quality builds customer trust in the e‐banking service. The size and reputation of the bank were found to provide structural assurance to the customer but not in the absence of traditional service quality. Web site features that give customers confidence are significant situation normality cues.

Bank managers have to realise that good service at the branch is a necessary condition for the promotion of e‐banking. They cannot rely on bank size and reputation to “sell” e‐banking.

This is the first study that examines how traditional service quality and a bank's size and reputation influences trust in e‐banking.

The purpose of this paper is to understand the connection among trust’s antecedents, dimensions and consequences in the context of e-banking.

A survey of 510 and 122 respondents in Taiwan and New Zealand (NZ), respectively, was conducted.

The empirical results indicate that, first, not all trusts’ precursors the authors considered have significant influence on generating consumers’ trust and, second, that influential weights of these precursors on building consumer trust vary across consumers and cultures. Meanwhile, all factors on the e-banking side hold greatly significant influence on consumers’ trust in both NZ and Taiwan cases.

Practical and academic implications culled from the empirical results are discussed, and these implications may also be applicable to other information and communication technology (ICT) solutions and innovation banking services.

Before banks shift their focus on to trust resources of consumer side, banks are advised to create clients’ trust from e-banking side, such as situational normality and structural assurance.

This paper takes a holistic view to investigate the links between trust’s dimensions, antecedents and consequences in a single research structure, and the implications may also be applicable to other ICT solutions and innovative banking services.

Purpose – The purpose of this article is to investigate consumption discourses in contexts characterized by multiple cultures and intercultural contacts, as multicultural contacts and multiple migrations challenge existing consumer acculturation models based on a dualistic process of acculturation. This chapter explores empirically the character of cultural reflexivity and its expression in consumers’ discourses. Given that nostalgia is one prominent dimension of the migration conceptualization, we seek to understand how the role of nostalgia changes in contexts where consumers are decreasingly territorially embedded agents.

Methodology – The study rests on in-depth analysis of migrant narratives from two research phases. While the first phase encompasses in-depth interviews, the second one combines interviews and observations to provide a depiction of intercultural contact within the micro cosmos of a multicultural apartment.

Findings – The findings of this chapter illustrate how migrants develop different nostalgic discourses, to either (re-)appropriate the Expatriate as defined by James (1999), or to appropriate global consumptionscapes through nostalgia for the routine.

Research implications – On the basis of these findings, the article discusses cultural reflexivity in terms of naturalization and cultivation narratives (Wilk, 1999), proposing shifts between reflexive and routinized consumption practices as basis for consumers’ cultural reflexivity.

Originality/value of chapter – The contribution of this chapter is firstly a contextualized and empirically grounded definition of cultural reflexivity. Secondly, it demonstrates that migrants’ consumption discourses revolve more around disruptions of routines than around acculturation processes. Thirdly, the chapter illustrates the use of nostalgia for emotional valorization of cultures beyond classical home cultural authenticity discourses.

The purpose of this paper is to explore the nature and process of leadership in a mid‐sized, family‐controlled bank in Singapore in order to understand how it grew and developed under family control.

The paper draws on distributed leadership as a theoretical framework in exploring how a major corporate acquisition was conceived and undertaken to advance the bank's growth and development. Data were obtained through structured interviews with managers based on a three‐part discussion protocol following a pre‐interview questionnaire.

An “extended” system of leadership involving different levels of managers is developed that successfully completed the acquisition and produced significant growth from the combined businesses.

Based on a single case, the paper does not claim that the observed phenomena are typical of mid‐sized family‐controlled businesses (FCBs). However, for scholars, the paper suggests how studying leadership practice in such FCBs may produce insights that challenge the popular view of an all‐powerful family leader by substituting a more nuanced perspective of a collaborative leadership system that facilitates entrepreneurial activity down the firm.

For managers, the study suggests how deeply developed collaboration among different levels of managers may produce competitive advantage for FCBs that seek further growth and development.

It is suggested how further research of the growth processes of mid‐sized FCBs may maximize the value of entrepreneurial opportunities for their “extended” family of stakeholders, specifically for their customers with whom FCBs typically enjoy close relations.

The paper fills an empirical gap in the literature on competitive, mid‐sized FCBs by articulating a process in which a unique competency is developed for their ongoing survival as a family‐controlled enterprise.

Snacking typically occurs as an automatic, consciously uncontrolled process which can lead to unintended health consequences. Grounded cognition informs about the multifaceted drivers of such automatic consumption processes. By integrating situation-, stimulus-, and person-specific factors, this study provides a holistic account of snacking.

A combined psychophysiological and behavioral experiment is conducted wherein participants can casually snack chocolate while participating in a survey setting. Implicit cognitions are assessed with the Implicit Association Test. The percentage of consumed chocolate serves as dependent variable in a Tobit regression with predictors at situation, stimulus and person level.

Chocolate snacking is positively influenced by personal craving tendencies, implicit food associations and situational contingency. We condense the results into an overarching framework in line with grounded cognition literature.

The multidimensional framework can guide consumer protection efforts to reduce excessive snacking habits based on situation, stimulus and person.

This study integrates theory from social cognition, consumer research, and behavioral food research and, thereby, extends the existing body of knowledge on grounded cognitions underlying snacking consumption.

This paper aims to explore the voices of women describing the perceived barriers for advancing to leadership positions in healthcare.

A systematic search was conducted through Elton B Stephans Company (EBSCO) host research platform using the databases Cumulative Index to Nursing and Allied Health Literature (CINAHL) Complete, Medical Literature Analysis and Retrieval System Online (MEDLINE) Complete and American Psychological Association (APA) PsycInfo. Nine papers were selected for this review. Thomas and Harden's (2008) method of thematic synthesis was used drawing from eight qualitative papers and one mixed methods paper describing women's lived experiences in, or advancing to, leadership positions in the healthcare sector. Analysis was conducted using three steps of thematic synthesis: the inductive coding of the text, the development of descriptive themes and the generation of analytical themes.

Through the method of thematic synthesis, six descriptive themes (barriers) emerged: internalised feelings, work–life balance, lack of support, stereotypes, discriminatory behaviours and organisational culture. From these, three analytical themes were identified: personal, interpersonal and organisational.

This review looked at nine papers and documented women's voices. However, the women were in disparate geographical areas across the world and did not consider the specific cultural context in which the women were located. The healthcare sector is very large, and therefore, whilst there are shared commonalities, the disparateness could be a limitation.

Barriers were categorised as either structural barriers or attitudinal barriers to determine the policy and practice.

This research is crucial to better understanding what remedies need to be implemented to address gender disparity in the sector.

The purpose of this paper is to develop and examine a theoretical framework that evaluates the effects of banking consumers’ justice perception on their post-complaint mindsets. It also aims to help business strategists to customize service failure management activities to achieve a competitive advantage.

To examine the proposed framework using partial least square structural equation modeling, the authors collected data through a survey. The authors also evaluated the proposed framework through multi-group analysis and importance-performance map analysis (IPMA).

Results show that recovery disconfirmation mediates the relationship between banking consumers’ perception of justice and recovery satisfaction. Moreover, after a service failure, brand equity and loyalty mediate the relationship between recovery satisfaction and positive word-of-mouth behavior. IPMA analysis at the construct level shows that fostering the perception of recovery satisfaction is crucial for creating a positive post-failure impression in the mind of the banking consumer.

For banking practitioners, the findings of this research provide a strategic blueprint for managing service failure by developing relationships with consumers, thus creating an opportunity to gain competitive advantage.

Anchored in the theoretical framework of justice theory (Adams, 1963), expectation disconfirmation theory (Oliver, 1977) and social exchange theory (Kelley and Thibaut, 1978), the research adds to the literature by providing a critical evaluation of how to influence banking consumers’ post-complaint behavior from a more systematic perspective.