The Applied Management Review April 2018 Volume 2 No. 1

Contents

Research in Multi-Cultural Relationship Building Maari Brown and Jenni Murphy-Scanlon

Stakeholder Disclosure in the Consumer and Finance Industries
Theresa Vuna and Adrian France

Expanding the education role to narrow the audit expectation gap: exploring the expectation gap’s existence among accounting students
Melanie Weal and Ahmed Saleh

Consumer Behaviour in Hamilton Clothing Sector
Yun Chen and Reza Yaghoubi

Analysis and Optimization of Distribution Logistics for Just Water Company
Jacob Roy and Sukh Deo

How to Create and Sustain a Strong Profile, in Order to Grow the Heart Trust Organisation
Lisa Dekker and Deniss Yeung

How to Improve and Manage Effective and Efficient Online Customer Service
Ruby Rogerson and Reza Yaghoubi

Strategic Plan for the Lakeland Queen and its entry into the China FIT market (2017-2020)
Xianghui Sun and Dhammika Silva

Research in Multi-Cultural Relationship Building

Maari Brown
Waikato Institute of Technology
Jenni Murphy-Scanlon
Waikato Institute of Technology

Abstract
This study aims to explore the ‘missing gap' between the values of an Accounting firm and the preference shown by Māori on how they would like to be approached when wanting to build a trusted relationship within a business sense. This study makes use of qualitative approaches in which data is collected primarily through interviews and analysed to produce results and recommendations. The study found that Māori would like to be approached in a way that makes sense to them and also identifies with their cultural proceedings. It also provides insight into how important trust is when establishing a relationship with Māori. The study recommends that further studies conducted should interview a wider variety of focus groups to add different elements to this research and that FIRM A's small business department's offerings do not align with what Māori want so need to be rethought to adapt to Māori expectations.

Stakeholder Disclosure in the Consumer and Finance Industries

Theresa Vuna
Waikato Institute of Technology
Adrian France
Waikato Institute of Technology

Abstract
Disclosures of information are important for disseminating information and the functioning of profit and non-profit organisations. The organisation is required to disclose information to stakeholders through different ways such as interim quarterly reports, and annual reports, with much additional information provided voluntarily. The annual report is found to be the most vital source of information about an organisations activities, financial and non-financial. By using annual reports, stakeholders are getting updated with the company’s quarterly and annually performances. To measure the level of information disclosed in annual reports, disclosure indices measure and assess the level of information. By using a disclosure index, researchers can determine which information companies find the most important and which are the least important. Past research indicates that disclosures vary across industries due to stakeholder influences in the respective industries. This study investigates the level of disclosure in annual reports of the consumer service Industry and the financial Industry. For this research, eight companies were sampled and analysed using 20 selected disclosure items relative to four stakeholder groups. Disclosure indices were used to measure and compare the level of disclosures for both industries. The results of this study showed that consumer services industry disclose more information to stakeholders than the financial industry. The stakeholder disclosed to most by both industries was the shareholder while community was the least disclosed to. The lack of disclosure to some stakeholders indicates a stakeholder management phenomenon. Disclosure could be improved by all industries and more disclosure to particular stakeholders.

Expanding the education role to narrow the audit expectation gap: exploring the expectation gap’s existence among accounting students

Melanie Weal
Waikato Institute of Technology
Ahmed Saleh
Waikato Institute of Technology

Abstract
Society perceives and expects more from auditor’s than what auditors can actually achieve. Society has been found to misperceive the role of an auditor, in particular, in regards to fraud, internal controls and going concern issues. Society’s differing perceptions and expectations of the auditing profession is known as the audit expectation gap.

This study aims to explore the audit expectation gap’s existence among Wintec accounting students and the effect that education has on the audit expectation gap. This research intends to answer two research questions. First, does an audit expectation gap exist among Wintec accounting students? Second, what is the effect of education on the audit expectation gap?

To answer these research questions, 20 Wintec accounting students have been interviewed. Ten students who have received an audit education, and ten students who have not received audit education. Qualitative data was collected from these interviews and analysed using a mixed methods approach. 

This study found that an audit education exists among Wintec accounting students. This study also found that education reduced the audit expectation gap, in particular, the deficient performance gap and the communication gap. However, while education did reduce the audit expectations gap, it was not eliminated.

This study recommends that Wintec provides a more basic auditing education during introductory accounting papers, educating students on the role of an auditor. This study also recommends that education focuses on the practical use of an audit report, to increase student’s understandings of the information in the audit report, and how this information is communicated. Thus, the researcher believes that these recommendations will help to further reduce the audit expectation.

Consumer Behaviour in Hamilton Clothing Sector 

Yun Chen 
Waikato Institute of Technology
Reza Yaghoubi
Waikato Institute of Technology

Abstract
There is fierce competition in the clothing industry in New Zealand. This study analysed major determinants that influence consumer behaviour, especially in Hamilton. The background of this research is stated at the beginning of the report. In addition, there are 14 factors that may impact on purchase intentions, including store image, employee politeness, client’s gender, quality of products, and word of mouth. The researcher conducted primary research and gained data through a questionnaire. 150 informants participated in this research. 

After the analysis, respondents’ features are demonstrated in descriptive statistics, and answers to the research question are described in the results section. The first finding of this research is that employee politeness and consumer’s gender can impact on the budget people would like to spend in an apparel store. Another finding of this research is that store image, word of mouth, and product quality are the major determinant of the frequency that clients will visit a garment store. 

The researcher provides some recommendations for all clothing retailers to improve sales performance; firstly, coach staff before they provide service to your clients. Secondly, offer chairs and entertainment for the consumer’s partner. Thirdly, increase the investment for the store’s decoration, and design a stunning shopping bag for customers to carry. Fourthly, offer clients coupons or discounts when they bring their friends to purchase products together. Finally, retailers should focus on the industry’s movement and make adjustments rapidly.