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This paper aims to focus on customer engagement (CE) in the underexplored context of transactional retailing websites, providing insight into the drivers, manifestations and dimensionality of the construct. The website is viewed as a collection of environmental stimuli, and focus is placed on identifying the website environmental cues that promote CE.

This focussed study follows an exploratory research design. A total of 22 semi-structured interviews were conducted with one segment group: over-55-year-old female online shoppers in the most commonly purchased product category online, clothing. The stimulus–organism–response model forms the theoretical framework.

The unique findings identify that product-related environmental cues drive CE on a website, suggesting that CE occurs at the level of the product, as opposed to the website.

CE with websites exists beyond the customer–brand dyad, with the website forming the third node in a triadic relationship between customer, brand (at level of the product) and website (at level of the product-related cues).

This study reveals the relationship between website environmental cues and the manifestation of CE, providing managers with insight on how best to drive CE. Confirmation is provided that the website represents a vital touchpoint in the engagement journey of a retail customer.

Websites as a focal object for CE are markedly under-researched. This study empirically supports the relevance of considering CE in this context and reveals the influence online environments have on CE.

By the end of this chapter you should be able to demonstrate an understanding of:

Customer engagement (CE) as a multi-dimensional construct comprising of cognitive, affective and behavioural dimensions leading to customer loyalty.

The digital evolutions that have led to the current omni-channel business environment prompting the need to understand the customer journey.

The concept of the ‘CE journey’ and its relationship to the customer purchase decision process and brand communication channels.

Very little Australian literature looks at women as leaders in education. Using theoretical viewpoints emerging out of a biographical and historical analysis, it is possible to construct a more inclusive model of leadership which includes both men and women in the past. Mapping such a process historically and biographically can give a detailed assessment of the social, historical and political dimensions of particular women leaders′ lives and also develop a theoretical framework, which gives equal status to the leadership experiences more common to women. Presents a historical narrative where recording lives raises critical questions at the same time as it unearths new evidence of the history of women educationists in Australia.

The purpose of this study is to identify and understand the emotions behind a passenger’s airport experience and how this can inform digital channel engagements.

This study investigates the emotional experience of 200 passengers’ journeys at an Australian domestic airport. A survey was conducted which implemented the use of Emocards and an interview approach of laddering. The responses were then analysed into attributes, consequences and values.

The results indicate that across key stages of the airport (parking, retail, gates and arrivals) passengers had different emotional experiences (positive, negative and neutral). The attributes, consequences and values behind these emotions were then used to propose digital channel content and purpose of various future digital channel engagements.

By gaining emotional insights, airports are able to generate digital channel engagements, which align with passengers’ needs and values rather than internal operational motivations. Theoretical contributions include the development of the technology acceptance model to include emotional drivers as influences in the use of digital channels.

This paper provides a unique method to understand the passengers’ emotional journey across the airport infrastructure and suggest how to better design digital channel engagements to address passenger latent needs.

The purpose of this paper is to explore the experiences of policewomen to determine the extent to which female officers face resistance and obstacles to police work, to examine the coping mechanisms female officers utilized to overcome impediments encountered, and to establish common themes in female officers' success stories of acceptance and integration.

Owing to the difficulty in accessing female officers, the current research utilizes in‐depth qualitative interviews through snowball sampling. This methodology provided a rich sample of tenured female officers' experiences to explore resistance and integration.

The findings suggest despite early occupational experiences of sexual harassment, discrimination, and disrespect, after long tenures, female officers do achieve acceptance in police work. Female officers are holding high civil service ranks in police agencies and achieving new “firsts” every day, including breaking into stereotypically masculine assignments.

As police departments nationwide are having difficulties maintaining recruitment standards and full rosters, the current study can provide insight into the obstacles women face when joining police agencies and methods to alleviate these impediments, revealing an under‐recruited population for police agencies nationwide.

This study extends past literature by: examining female officers' experiences in a variety of agencies previously ignored in the literature; analyzing the tenure of the officers' careers to determine the onset and desistance of female officers' experiences with resistance and acceptance; and suggesting women do survive and, in some instances, thrive in an “all boys club.”

Addresses the issue of cultural diversity in the workplace. Covers the subjects of gender, multiculturalism and age‐related issues, providing a number of statistics for examples. Looks at the impact of technology in areas such as intranets, e‐mail and Web marketing, customer relationship management, virtual offices, automation and virtual teams. Examines the implications of these relationships for corporate America today and in the future.