Organisational Behaviour - Creating Service-Orientated Organisations

November 2002

Speaker:

Dr Markus Groth, AGSM

In today’s service sector, service delivery is increasingly structured in ways that require customers to actively participate in the delivery process. This research identifies different types of customer behaviour in service deliveries, especially Internet services. More specifically, differences between required and voluntary customer behaviour are discussed. Furthermore, results from several studies identified unique predictors of each set of customer behaviours.

Dr Markus Groth is a lecturer of Organisational Behaviour on the faculty of the Australian Graduate of Management. His research focuses on the management of service organisations as well as the role of organisational justice. In particular, he studies service delivery via the Internet and examines how the customer becomes a producer or contributor to the final output of the delivery chain and contributes to organisational effectiveness. His work has been published in leading management journals including Journal of Applied Psychology and Personnel Psychology. In addition, he has an accomplished consulting background, having consulted with both private and public organisations on human resource management issues.

Panelists:

David Thodey, Managing Director, Telstra Mobile
David Moloney, Principal, Booz Allen Hamilton

Resources:

Overhead – “The Helping Hand of Customers”