Emergent Behaviour, Triggers of Change and Customer Engagement

Denise Jarratt, Ramzi Fayed

    Research output: Book chapter/Published conference paperConference paperpeer-review

    24 Downloads (Pure)


    To date, there has been little attention given to the fundamental issue of how organisations might approach market segmentation, targeting and positioning in dynamically changing environments. An analysis of interview data and market research and strategy documentation provided by a major participant in the financial services sector revealed previous and current approaches to market segmentation, issues surrounding the strategic application of these traditional approaches, and key risk elements shaping emerging financial services markets. Scenarios capturing these key risk elements were co-produced by researchers and focus group participants, and an approach to customer engagement which captures the dynamic nature of customer behaviour through triggers affecting value-in-use of financial services was tested against those scenarios.
    Original languageEnglish
    Title of host publicationSustainable management and marketing
    EditorsDewi Tojib
    Place of PublicationAustralia
    Number of pages7
    ISBN (Electronic)1863081585
    Publication statusPublished - 2009
    EventAustralian and New Zealand Marketing Academy Conference - Monash University, Melbourne, Australia
    Duration: 30 Nov 200902 Dec 2009


    ConferenceAustralian and New Zealand Marketing Academy Conference


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