Robert James McClelland

RMIT International University Vietnam | IUV · The Business School

Purpose The purpose of this paper is to introduce a conceptual model of student satisfaction with their higher education (HE) experience, based on the identification of the variable determinants of student perceived quality and the impact of those variables on student satisfaction and/or dissatisfaction with the overall student experience. The pape...

This article represents a cross-sectional study of undergraduate students across two north-west university business schools in the UK. A purposefully designed questionnaire was collected from 350 students. The student experience was described in the form of hand-written narratives by first and final year students and had been identified by the resp...

Whilst there has been a great deal of activity in the exploration of learning situations, especially with the development of computer-aided learning, the introduction of holistic views of learning situations can be useful. In particular, one current approach is that of supported web-based learning systems to complement traditional teaching. This pa...

The raison d’être of higher education institutions is to educate individuals, undertake research, and disseminate knowledge into the public domain. Changing values and norms in HEIs, partly as a product of “managerialism”, as well as increased competition for funding and other environmental factors, have moved autonomous institutions towards more b...

Integrated casino resorts have presented themselves as key strategic gaming destinations in many countries. Several countries including Vietnam have developed integrated casino resorts to attract tourists and to stay competitive. To achieve sustainable success, residents’ perceptions should be considered in strategic planning and execution of gamin...

This case study discusses how the researchers applied a structured literature review method to study the current state of omnichannel marketing literature. Thanks to the structured literature review method, the research was able to synthesize current understanding and developments in omnichannel marketing, provide a comprehensive view of this domai...

This research examined the interplay among personal factors, namely channel lock-in, cross-channel synergy, attribute-based decision making (ADM); environmental factors, namely others’ past switching behaviour (OPB), pressure to switch from others (PSO); and behavioural factors, namely perceived self-efficacy and perception on facilitating conditio...

Purpose The purpose of this study is to examine the implementation of Industry 4.0 (I4.0) through the lens of the dynamic capabilities framework. Contrary to most existing research, this study chooses a cross-national viewpoint, exploring companies operating in two emerging economies. Design/methodology/approach Semi-structured interviews were con...

Recent research recognises the importance of Industry 4.0 (I4.0) for government, industry, and education stakeholders. Nevertheless, there are calls for alternative ways of deepening knowledge, including adopting cross-nation and qualitative perspectives. In responding to these calls and considering the knowledge-based view of the firm, this study...

Purpose This study aims to explore the joint effects of environmental customer and green reputation pressures (GRP) on environmental management systems (EMSs), and their linkages to environmental and business performance, especially among export manufacturers. Design/methodology/approach This study collected empirical data from 437 manufacturers i...

This special issue intends to gather worldwide scholars’ perspectives to illuminate the different challenges, opportunities in the Asia Pacific region, as well as the current subject thought leadership about the Asia Pacific region. It seeks to extend existing knowledge while simultaneously bringing to the fore, key areas for development and enhanc...

Hanoi is known as the City of Lakes because there are some one hundred natural or manmade watercourses within its territory. However, in common with all of Vietnam, more than 60% of the city’s water resources derive from beyond the country’s borders. Much of that water is polluted, both within Hanoi and downstream because wastewater is discharged d...

The current study aims to provide a practical, actionable a systems-based measurement approach of NBS outcomes, currently lacking. We draw on data from a current European Union project, URBAN Green-UP (UGP), studying NBS interventions in European cities. Three groups of cities (pioneers, followers and adopters) provide a rich database. Three pionee...

This study synthesises current understanding and developments in omnichannel marketing, provides a comprehensive and structured review of this domain, and suggests future research directions. The research adopts a structured literature review approach to analyse and synthesise 174 omnichannel-related papers published from 2011 to 2021. Within the o...

Purpose - The purpose of authentic assessment can enrich students with a set of skills that can have a significant impact on their employability. The key aim of these actions is to equip students with the practical skills to be work ready. The focus here is to demonstrate effects on student satisfaction and observations from teaching staff accrued...

Customer channel switching behaviour in the digital revolution is becoming more complicated and difficult to comprehend. This study follows the interpretative approach to examine customer intention behind channel switching behaviour and the customer experience during the channel switching journey in the omnichannel context. To explore the phenomeno...

Different from traditional shopping journey, omnichannel customers can move freely between channels in an omnichannel journey. They can start their customer journey in one channel and close deal at another channel and as there is no barrier between channels, the customers enjoy complete and seamless shopping experience. This behavior is also regard...

The tourism industry in developing countries such as Vietnam has begun to recover post Covid-19 crisis with the revival of the domestic segment. Policymakers, government agencies, as well as businesses rush to implement plans towards a sustainable development and exploitation of the segment in the “new normal” phase. For effective recovery of inlan...

Although effective supplier communication has been suggested as a crucial approach for enhancing supply chain quality and innovation, research on how and under what conditions it affects performance is still in its evolving domain, especially in emerging and turbulence markets. Using the knowledge-based view, this study suggests that supplier commu...

The current study aims to expand the study of GHRM into a specific HRM element – green training (GT) and its impact on critical indicators of HRM effectiveness – green experience (GX), employee turnover, and its relation to customer satisfaction by examining 1. the impact of green training on green experience, employee turnover, and customer satisf...

This chapter defines small and medium-sized enterprises and global value chains in a Vietnamese context. It provides some historical perspectives and outlines its position and performance in this area relative to other Southeast Asian countries. The critical factors for participating and upgrading of small and medium-sized enterprises in global val...

This case study discusses work integrated learning, gamification, and sustainability as important strategies to consider when delivering tourism and hospitality management curricula effectively at a nonpublic Western university in Vietnam. This study discusses how Western tourism and hospitality curricula, which aim at developing problem-solving sk...

This paper proposes a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation has been focusing on the influences of product and technology innovation, this paper provides another insight into service innovation. The proposed conceptual framework is based o...

Purpose-The purpose of this research is to provide a systematic insight into corporate social responsibility (CSR) and corporate citizenship (CC) in supply chain development, by analyzing the current literature, contemporary concepts, data and gaps for future discipline research. Design/methodology/approach-This research identifies information from...

Service Innovation is critical for service improvement and development that enhance customer satisfaction. Besides the importance of technology and tangible products, innovativeness leverages customer satisfaction by stimulating their five senses perception. Service-Dominant Logic emphasises the role of innovativeness in service delivery in alignme...

Service Innovation is a critical point for service improvement and development that enhance customer satisfaction. Besides the importance of technology and tangible products, Innovativeness also leverage customer satisfaction by influencing the experience of customers through the five senses. Service-Dominant Logic emphasises the role of Innovative...

E-government has been widely recognized as an important force that has a great impact on transforming government bureaucracy (Ahn & Bretschneider 2011; Fountain 2004; Welch & Pandey 2007). It can also improve business processes at different tiers of government within public organizations and across organizational boundaries. Its beneficiaries, part...

The term logistics has traditionally been used to describe the management of the flow of materials, and the relationship between buyer and supplier. Service logistics, on the other hand, involves the management of responsive activities and of the dynamic organisation to deliver satisfaction to customers (Davis and Manrodt 1994). Service logistics m...

In this research, we synthesize close to 300 journal articles in the logistics and outsourcing research field, which were published between 1991 and 2019. Our objectives are to determine and study simultaneous evolution of the prominent research themes and the research collaborations between key authors within the field. To this end, we performed a...

Introduction The basic concept behind integrated resorts is the integration of casinos with hotels and other entertainment facilities. To accelerate tourism development, Vietnam has adopted an integrated resort (IR) strategy to stay competitive in the region when it launched the country’s first gaming-IR, Grand Ho Tram Strip in July 2013 and curre...

The tourism industry is one of the most important sectors of the Thai economy, contributing an estimated 9.2% of GDP (around 1,292.5 billion baht) and directly employing about 6.1% of the Thai workforce (World Travel and Tourism Council, 2017). Hotels are one of the largest direct employers in this sector (Tourism Authority of Thailand, 2016). Thus...

This research aims to investigate the innovative attributes, which influence customer satisfaction in the area of service operations; particularly, in the case of mid-range boutique hotels. The conceptual framework for this research will be built based on the Expectation Confirmation Theory (Oliver 1977), Diffusion of Innovation Theory (Rogers 2010...

This paper focuses on the relationship between two important business indices: the degree to which a country's business is centrally regulated, and the level of business corruption perceived in that country. The main purpose and methodology is to analyze the data from 47 globally dispersed countries based on the Organization for Economic Cooperatio...

This paper studies the main factors constraining small and medium enterprises’ (SMEs) participation into the global value chain (GVC) in Vietnam. As an FDI-reliant economy, Vietnam has failed, in comparison with other regional countries, to make the FDI system deep-rooted and to connect organically to the domestic market. Despite occupying an overw...

Age UK Lancashire received Big Lottery funding to deliver an active lives programme from January 2012 to December 2014 to the population of West Lancashire aged over 50 years. The overall aims of the associated evaluation were to measure older people’s experiences of participating in the programme, identify the impacts on their health and well-bein...

This study aims to investigate the effects of spiritual beliefs of consumers on their consumption behaviour in the fashion industry. The lack of research in this field, as well as the growing interest of consumers around the world on spirituality has led to increased interest amongst scholars in a topic and makes this study very significant and tim...

There is a dearth of research and absence of any research model which identifies and examines the effectiveness of IAF in the Kingdom of Thailand (Thailand). Accordingly, the research conducted culminated in the construction of conceptual and empirical IAF models, which should prove useful to internal audit practitioners and academic researchers in...

Thai advertisers have used the celebrity strategies widely to promote products while the number of studies on celebrity credibility is still limited. The aim of this research is to develop the comprehensive celebrity credibility measurement model for aiding celebrity selection in Thailand. This model was tested using the structural equation modeli...

Background: End of life decisions for people with advanced dementia are reported as often being difficult for families as they attempt to make appropriate and justified decisions. Aim: To explore the experiences of advance care planning amongst family caregivers of people with advanced dementia. Design: Qualitative research including a series of si...

Aim Age UK Lancashire received Big Lottery funding to deliver an active lives programme from January 2012 to December 2014 to the population of West Lancashire aged over 50 years. The overall aims of the associated evaluation were to measure older people's experiences of participating in the programme, identify the impacts on their health and well-...

The effectiveness of an organization’s internal audit function (IAF) is a pre-requisite for good corporate governance and should be maintained at all time (Dhamankar & Khandewale, 2003). There is a dearth of research and absence of any research model which identifies and examines the effectiveness of IAF in the Kingdom of Thailand (Thailand). Accor...

This is a quantitative study conducted upon 408 secondary school teachers in three different organisations: Pakistan Army, Federal government and Fizaia (Air force). Using the survey method the main aim of this study is to analyze three leadership skills, namely transformational, organisational and behavioural skills under the Principal’s Leadershi...

This is a unique empirical study of the context of change and reform in the public sector of the Khyber-Pakhtunkhwa (KPK) region of Pakistan. Drawing on a survey of 300 officials, contextual factors impacting upon reform adoption and success are investigated. A conceptual additive causal model of change (TOE framework) is subjected to multivariate...

Corruption is a reality of life in all countries. However, some countries seem to have more widespread and higher levels of illegal and unethical behavior than others. Corruption typically is viewed in the context of culture. Yet might the wealth of a society be another determinant of corruption? Accordingly, the authors wanted to ascertain if ther...

Corruption is a reality of life in all countries and the ASEAN Community is no exception. This paper proposes that the wealth of a country can be a determinant of corruption. Accordingly, the authors sought to ascertain if there is a relationship between gross national product (GNP) per capita and the corruption perception index (CPI) of ASEAN coun...

This paper examines the outcomes of the two year initiative highlighting the financial impact findings, results and recommendations as contributions to health care management policy. The approaches encompass a range of new models of service and mental health areas, all of which are potentially replicable, and all of which are designed to shift the...

Growing competition within the field of higher education requires universities to understand and mitigate the different external forces that affect the management and orientation of institutions. The globalisation of the sector has required universities to not only expand its horizons into distance learning but to interact with international cultur...

This article presents an analysis of degree course acceptances for UK undergraduate students in 2002 and 2008. It examines student mobility between the UK regions, and the trends in their movement within local markets. Data shows a growing trend for students to study within local regions, especially women. Increases in acceptances of over 10% are o...

Growing competition within the field of higher education requires universities to understand and mitigate the different external forces that affect the management and orientation of institutions. The globalisation of the sector has required universities to not only expand its horizons into distance learning but to interact with international cultur...

The Nomogramma di Gandy is a practical analytical tool and presentational method that can be applied to the subject of access to public services, such as universities, prisons, and hospitals. Illustrative examples are provided. It is flexible, requires minimal data, and can compare access across many geographical areas in one presentation. It addre...

The North West NHS End of Life Care Initiative aims to improve the quality of care received by older people with dementia in care settings at the end of their lives. The implementation of advance care planning (ACP) by use of Gold Standards Framework was studied in one care home specialising in the care of people with advanced dementia. The purpose...

An education and training initiative took place in 2006 in Greater Manchester for staff in five local care homes. The aim was to improve the quality of end-of-life (EoL) care for older people with dementia, through the use of established EoL care tools, including advance care planning. As part of a full evaluation, an economic appraisal examined th...

This paper investigates the educational, linguistic and cultural needs of language minority in Merseyside mainstream primary schools (UK), whilst exploring what schools are doing to facilitate success for bilingual pupils in mainstream classrooms. Considering the tremendous increase in cultural and linguistic diversity that continues to impact clas...

The Partnerships for Older People Projects (POPP) was a £60m programme led by the UK Department of Health to establish a number of innovative pilot projects to test the effectiveness of different models of preventative approaches. The aim is to assist the wider health and social care community make the strategic shift towards prevention, which UK g...

This paper investigates the educational, linguistic and cultural needs of language minority children in Merseyside mainstream primary schools (UK), whilst exploring what schools are doing to facilitate success for bilingual pupils in mainstream classrooms. Considering the tremendous increase in cultural and linguistic diversity that continues to im...

The NHS North West Greater Manchester end-of-life care initiative aims to improve the quality of end-of- life care received by older people with dementia, by delivering education and training to care staff. Four care homes and one NHS mental health ward in Greater Manchester UK, were chosen and studied to be part of the initiative and implementatio...

Overview of NHS North West Project • 4 Care Homes and NHS MH Ward involved • Adopted GSF and LCP as models of care • SHA EoL Team developed, implemented , and delivered Education & Training sessions • Organisedexternalinputtohomes • Members of the Primary Care Team, Palliative Care Team and the Relatives/ carers of persons with dementia were also i...

An education and training initiative was developed by Greater Manchester Strategic Health Authority for care staff in 4 care homes and 1 NHS mental health ward. The aim was to improve the quality of end of life care received by older people with dementia, through the use of end of life care tools, such as the Gold Standards Framework and the Liverp...

Background: End of Life care needs of older people with advanced dementia were identified by North West NHS as a priority. Implementation of advance care planning by use of Gold Standards Framework (GSF) and Liverpool care of the Dying Pathway (LCP) was studied in five long term care 'pilot' sites in Greater Manchester. Aims: To determine the effec...

This work is concerned with the evolution of blended learning supports for university students in moving from early Virtual Learning Environment (VLE) platforms and supports that were designed and facilitated by academics to those platforms designed commercially (particularly Blackboard) and developed using a mixture of commercial, collaborative an...

Introduction. End of Life Care (EOLC) is a national health policy initiative in the UK. This project evaluated the implementation of the Gold Standards Framework (GSF) and Liverpool Care Pathway for the Dying (LCP) on EOL for people with dementia in five care settings in Greater Manchester. Methods. Four care homes and one NHS (mental health) ward...

The performance of showers was studied in a laboratory, in the homes of volunteers and with focus groups, with a view to identifying key factors which would encourage the reduction of both water and energy consumption. Focus groups defined their principal requirement for a “good shower experience” to be adequate water flow to enjoy the experience o...