Rouxelle De Villiers

Auckland University of Technology | AUT · Department of Marketing, Advertising, Retailing and Sales

Short Abstract: The purpose of this paper is to examine the service-oriented behaviours of higher education providers and their impacts on student satisfaction and loyalty in a Covid-19 pandemic-driven learning environment. Based on in-depth interviews conducted among 19 graduate and postgraduate students of a business school in New Zealand, the cu...

Purpose This research aims to examine the role of perceived threat (i.e. COVID-19) on people’s preferences for destination logo designs. In addition, it investigates the influence of childhood socioeconomic status (SES) and sensation seeking on the aforementioned effect. Design/methodology/approach Five experiments are used. Studies 1 A and 1B exa...

This study investigates service breakdowns and describes interventions, including simulations of learner-created service interactions. Constructing and enacting these interactions help in enabling agile, effective server responses. The research investigated the effectiveness of training using live role-playing in dealing with negative turns and sol...

This study conceptualizes the adoption process for new technology-based research methodologies. Using the case of “qualitative comparative analysis” (QCA) we apply several theoretical frameworks and identify champions of the adoption of the new methodology. The paper draws upon 216 articles across 36 A*- and A-ranked journals listed in the Scopus d...

This study identifies how complex real-world marketing phenomena have been reported since the introduction of Qualitative Comparative Analysis (QCA) as a methodology and set of data analysis and theory development tools in 1987. We provide insights into the idea adoption journey as reflected by marketing researchers’ published studies in 216 market...

Educators are concerned about dwindling class attendance, while employers call for work-ready, socially skilled, and self-driven graduates. Various andragogies have been proposed to supplement traditional lecture-based methods, but studies have not yet investigated a strategy of methods within a particular marketing topic. The present study focuses...

Visual media plays a key role in the marketing and promotion of tourism destinations. Practitioner’s and academics’ understanding of visual media communication that persuades an individual to form a positive or negative attitude toward a destination is still limited. To examine the adoption of visual media communication, particularly in the context...

A direct service representative persuades a family to switch service providers for their mobile phones to reduce costs and simplify the payment process. One family member later finds out that her phone is not compatible with the StayConnected (name disguised) network, rendering it almost useless until the problem is resolved.

Art Rey, a middle-aged general manager (GM) of a FastFood King franchise in a little town far, far away is something of a local legend. His store is renowned in the neighbourhood for its cleanliness, attention to detail and for providing friendly service – often by Art himself, who works tirelessly to ensure a ‘first class’ customer experience. Art...

A customer makes an appointment to see her local general practitioner (medical doctor, GP) regarding the likelihood of a hereditary illness. As part of this process, the customer is required to return the following day for a blood test, and on the third occasion for a scan. After not hearing back from anyone regarding the results of the blood test,...

A university student tries to find a dentist for emergency removal of an impacted wisdom tooth. Only one dentist in the student's home town of Hamilton is able to squeeze the patient in. Scheduled surgery is postponed by 2 days due to overbooking by the dentist, leaving the patient in a state of suffering and increased anxiety. Surgery goes accordi...

A customer ordered NoName trainers from NoName shoe.co.nz. The shoes did not arrive even after three weeks; therefore, the customer sent an email inquiring why the shipping status was still “pending.” The ­customer received no reply from the supplier. Five weeks later the customer sent an additional email, demanding a full refund after discovering...

Jamie hires a carpet cleaner from the supermarket, but the vacuum doesn’t work, so he returns it. However, he and his flatmates are now unable to clean their carpet, which means they fail their final flat inspection and subsequently lose a part of their bond. He receives a refund for the product rental, but is still out of pocket with regard to the...

This study explains how to disentangle the relationships between outcomes and the configurations of marketing brand tactics and consumer attributes for a particular marketing phenomenon. We demonstrate that qualitative comparative analysis (QCA) can be implemented in marketing contexts, and that it can explain marketing phenomena to the standards o...

This study describes creative nonfiction storytelling and in-class theatre productions of the tales as learning modules for advancing students’ knowledge, skills, and insights of marketing-buying theory and practice. This study presents the learning theory, procedures, tactics, and learning outcomes from a wide-ranging (involving students and their...

Abstract: This study reviews the a priori research on traditional tertiary-level assessment and re-interprets the literature to align with e-learning and blended learning teaching strategies and practices. The study is timely as educators need new approaches to assess outcome-based e-learning and business competency teaching. The need to redesign f...

This chapter presents a new model for developing and assessing the decision competencies of executive decision-makers. Prior models consider individual and group decision-making but neglect to consider the impact of group-interactive decision-making on real-world problem-solving and sense-making activities. In the present study experimental protoco...

This chapter covers the QCA analysis of memberships of outcome conditions, decision confidence and decision competence for each of the individual in-basket simulations. The treatment and measured antecedents are re-explored during the same 2-h experiment and results were recorded for the same participants, in the same physical contexts and all othe...

Conventional correlational analysis and conventional null hypothesis statistical testing (NHST) (e.g., multiple regression analysis including structural equation modeling) assume symmetrical relationships between the independent variables and a dependent variable (Fiss, 2011; Ragin, 2006b, 2008a; Woodside, 2013). The conventional methods represent...

“Incompetency training” includes formal and informal instruction that consciously (purposively) or unconsciously imparts knowledge, attitudes, beliefs, and behavior (including procedures) that are useless, inaccurate, misleading, and/or will lower performance outcomes of the trainee versus no training or training using alternative training methods....

A major objective of this study is to design developmental interventions or combinations of causal conditions (used interchangeably with “teaching methods”) that include managers’ use of appropriate heuristics and other decision-making tools to ensure decision competency and decision confidence. This study investigates the impact of four different...

As Chap. 4 describes, QCA uses Boolean algebra and set relationships, rather than correlations between dependent and independent variables. This research investigates the presence or absence of four treatment conditions associated with high decision competence and or decision confidence. The treatment antecedents include (1) group interaction, (2)...

This chapter provides an overview of the laboratory experiments in this study and outlines the numerous methodological considerations for the application of fsQCA, a modification the QCA method. A description of the in-basket simulations and decision aids used in the laboratory experiments is provided, followed by a, step-by-step description of the...

The core principle on which this study is based is that what often appears as “common sense” or “known truths”, and what sometimes appears in the literature as truth without evidence and without formal testing of its validity, needs to be formally and scientifically studied. An example of such truths can be found in the book Redirect by Timothy Wil...

An unfortunate proposition, confirmed by many research studies, is that human decision-making in general and management sense- and decision-making in particular, is imperfect (Kerr, MacCoun, & Kramer, 1996; Marewski, Gaissmaier, & Gigerenzer, 2010; Simon, 1960). In addition, several scholars in management claim that educational methods using differ...

This study test the efficacy of using tools proposed to increase effective decision-making (DM) by executives. Rather than serving to increase competency, management literature relevant to the study includes claims that product portfolio planning methods (P3M) and other proposals to use tools designed to increase the quality of decisions actually s...

This book covers theory and practice of competency and incompetency training. ‘Incompetency training’ includes formal and informal instruction that consciously (purposively) or unconsciously imparts knowledge, attitudes, beliefs, and behavior (including procedures) that are useless, inaccurate, misleading, and/or will lower performance outcomes of...

Purpose – Urry’s model of Tourism Gaze as described by Woodside is problematic, in that tourist participant observers change the phenomenon they observe. The purpose of this study is to present an alternative model that better represents the dialectic between tourists and the destination culture. Design/methodology/approach – A story-telling techn...

Purpose – This paper aims to situate tourism within the wider context of temporary and permanent people movements and immigration as a form of permanent tourism with a deep gaze into tourists’ own national culture and even deeper gaze into the trappings of immigrants’ quotidian identity to define a modified identity. This paper offers, through auto...

The study here presents a revolutionary new perspective in the consumer brand engagement (CBE) literature. The models advance a radically enhanced CBE and customer loyalty theory, grounded in complexity and sense-making theories. It describes how the use of set theoretic models and asymmetric analytics using Boolean algebra, rather than normative m...

The recent economic misfortune challenges the legitimacy of business leadership and those presented as heroic, charismatic and transformational visionaries. This book contributes to the lively debate about the role of transformational leadership in business and society. Tourish parallels transformational leadership with cults; and argues that the n...

ABSTRACT In a world of complex global change where international conflict features regularly, the role, attributes, competencies and personal experiences of public leaders who focus specifically on reconciliation, needs further exploration. In this paper the reconciliation leadership of two Nobel Laureates, Aung San Suu Kyi of Burma and the late Ne...

Senior decision-makers require knowledge, skills and attributes to pro-actively navigate the business environment in search of optimal organizational outcomes. Increasingly executive coaches are employed to develop these leadership competencies. The paper integrates literature findings from human resource development, organizational behavior, manag...

Feedback is generally regarded as a crucial and powerful instructional technique to improve knowledge and skills within managerial development interventions - both in educational and in executive coaching situations. Within the substantial body of feedback intervention research, results on the efficacy of feedback vary dramatically, ranging from ne...

Purpose – This poem aims to examine the difficulties of getting qualitative research published. Design/methodology/approach – The approach is informed by personal experience. Findings – The poem reveals that it can be extremely hard to make it through the review process, but there are certain hidden opportunities. It focuses on one such opportuni...

Executive skills can be enhanced through coaching, thereby optimizing corporate outcomes. This paper reviews academic work in order to develop an integrative framework for understanding executive development through coaching - with specific reference to information and knowledge flow, control and strategy development. Thus, the paper should advance...

This paper explores the changing needs of employers and the business community in relation to the balance between technical and soft skills, such as communication skills, business presentation skills and other interpersonal skills. The researcher discusses the importance of soft relational skills for all business graduates, including accountants. T...