Australian Consumers Research Articles

The Protection of Online Shopping Consumer Rights in Australia

As one of the advanced countries in the world, Australia is putting technology as main instrument in dealing with daily activity, included in shopping. Therefore, nowadasys, many Australian rely on online shopping. It seems everything becomes easier when it is dealt online. People do not need to go outside their home and spend their money. What they can merely need is just sit at home and wait for the order. Thus, online shopping can be argued is more effective and efficient in this era. However, beyond this positive aspect, there are also some negative aspects. Among them is the quality of the product. Buyers (consumers) would never see goods or services directly. They only view the products or services through pictures or videos which are available on the website. The problem is, these images and videos might not be as good as reality. The vendors post the high quality pictures and videos on the site merely to attract consumers. Another issue is, difficult to communicate with the seller after buying the product. During the negotiation, it is easy to contact seller, but after the products are sold, majority vendors would “disappear”. Security payment is among on the risk list as well. Therefore, it is interesting to be researched, how the Australian law then protects its society from such risk. The Government claims that the Australian Competition and Consumer (ACC) Act 2010 has become law umbrella in protecting Australian in dealing with online shopping.

Improving Trust in News: Audience Solutions

ABSTRACT As the news media continue to search for sustainable business models in response to digitisation, concern about low levels of trust in news has been rising. Trust in news brands is seen as an essential pre-requisite for their economic survival. While there is extant research on the crisis of trust in news, less attention has been paid to identifying possible solutions from the perspective of the audience. Based on a survey of 1619 Australian news consumers, this paper helps address this gap. Informed by existing research, participants were asked about a range of possible factors influencing their perceptions of trust in news. Participants expressed strongest support for reducing bias and opinion from journalists in stories, making reporters declare all conflicts of interest, and boosting the amount of in-depth reporting. Increasing journalists’ activity on social media and employing more reporters, were less supported remedies, particularly among those who tend to have low trust in news. Those who have higher trust in news are more supportive of options to boost their trust further, whereas those with low trust innews are less enthusiastic. These findings highlight the challenge for news organisations of improving perceptions of trust among those who are already sceptical about the news.

Improving the Effectiveness of the Consumer Product Safety System: Australian Law Reform in Asia-Pacific Context.

The Australian government is undertaking public consultations over possible improvements to the 2010 Australian Consumer Law (ACL) regime, including again the idea of adding a European-style general safety provision (GSP). To bolster the case for such reform, Part 2 of this paper analyses 2017–2019 data trends from the OECD Global Recalls Portal for Australia compared with several comparable economies, especially in the Asia-Pacific region where Australia now has most of its trade and investment links. The analysis finds a persistently high per capita recall rate for Australia, compared with several jurisdictions including Korea, Japan, and especially the USA. However, the analysis identifies various legal and other factors across the jurisdictions that impact on interpreting such data. Part 3 therefore begins by highlighting some more specific patterns uncovered from an ongoing joint research project comparing child product safety trends particularly in Australia and the USA. It highlights various concerns regarding recalls in Australia, as well as weaknesses in Australia’s ACL regime (in addition to the lack of a GSP), in coordinating with sector-specific regulation, and in private law mechanisms that could more indirectly promote consumer product safety. Some estimated economic costs from current levels of reported injuries, as well as of many recalls, further reinforce the case for adding a GSP. Part 4 concludes that this improvement to the ACL could be combined with some of the other reform options outlined by the Australian government’s Consultation Regulatory Impact Statement, as well as the introduction of a novel “product safety substantiation order” power. The conclusions and analysis should be helpful for other jurisdictions considering product safety law reforms in an increasingly globalized and digital economy, and draw already on comparisons with regulatory regimes and issues particularly in the Asia-Pacific region.

Competition law in times of crisis—tackling the COVID-19 challenge: Australian Competition and Consumer Commission

Competition law in times of crisis—tackling the COVID-19 challenge: Australian Competition and Consumer Commission

The turn to regulation in digital communication: the ACCC’s digital platforms inquiry and Australian media policy

This article provides an overview of the Australian Competition and Consumer Commission (ACCC) Digital Platforms Inquiry, as a case study in the new thinking about digital platform regulation taking place in many nations. With its focus upon the impact of digital platforms on news and journalism, the ACCC Inquiry parallels other reviews, such as the Cairncross Review on the Future of Journalism in the United Kingdom. While the Inquiry had a somewhat ‘accidental’ history, the core issues that it raised have acquired considerable political resonance in Australia. The concept of harms provides a useful lens through which to understand the ACCC’s focus, as it identified harms caused by the market dominance of Google and Facebook for traditional news media businesses, and for consumers and citizens. Responding to the ACCC Final Report will present challenges in identifying the public good dimension of journalism and who should pay for it, the scope and reach of digital platform regulation and its relationship to media policy and regulation, and the scope for small nations to effectively manage the power of global digital platform giants.

Self-care–seeking behaviors in the community pharmacy: A cross-sectional exit survey of Australian consumers

ObjectivesTo characterize over-the-counter (OTC) medicine requests of Australian pharmacy consumers, to explore the factors predicting consumer behavior, and to examine the relationship between characteristics of consumers’ requests and their satisfaction with the pharmacy. DesignPaper-based cross-sectional survey consisting of multiple choice, Likert scale, and open-ended questions. Setting and participantsSurveys were administered in person to consumers exiting Australian community pharmacies between October 2018 and May 2019. Consumers who had purchased or requested an OTC medicine, could read and write in English, and were aged 18 years or older were eligible to participate. Data were analyzed descriptively and through logistic regression modelling. Outcome measuresRespondent demographics, nature of the OTC request (whether direct-product, self-select, or symptom-based), reason(s) for OTC request, staff involved, and satisfaction with the visit to the pharmacy (0 = not at all satisfied, and 5 = extremely satisfied). ResultsSix-hundred and five consumers from 51 pharmacies were surveyed. Most of the pharmacies were located in metropolitan Sydney (n = 48). The respondents were predominantly female (n = 353, 58%), 20-29 years of age (n = 202, 33%), and university-educated (n = 266, 44%). Sixty-five percent of requests (n = 395) were direct-product requests or self-selected, and the remaining were symptom-based (n = 210). Most OTC medicines requested were for the respondents’ own use (n = 457, 76%). One-third (n = 197) of the requests were for respiratory conditions. Prior use of the medicine and a higher level of education were significant predictors of direct-product requests (P < 0.05, R2 = 0.22). The satisfaction scores ranged from 2 to 5 out of 5 (median = 5, interquartile range: 4, 5). ConclusionMost requests were direct-product requests. Prior use and a higher level of education predicted the decision to directly request a product. Consumer satisfaction with their experience at the pharmacy was high.

The Australian response to the COVID-19 pandemic and diabetes – Lessons learned

The COVID-19 pandemic has had a significant impact on the economy and health system of most countries in the world and this is also true of Australia. Australia has not seen the huge surge of COVID-19 positive cases and subsequent hospitalisations and deaths experienced in other parts of the world. However there have been important social and health strategies to “flatten” the curve, to reduce infections and to manage those infected. These have included closure of international and interstate borders, local lockdown measures, physical distancing, shift to work from home, closure of non-essential businesses and full or partial closure of all schools and tertiary education facilities. From the diabetes care perspective, there was a significant and concerted diversion of hospital resources and staff to COVID-19 specific activities. Reduced access to primary care, diagnostic and hospital services for diabetes, combined with fear of exposure to the virus in these settings, led to a significant drop in access to usual diabetes care. Provision of outpatient and private sector diabetes services via telehealth was encouraged and supported by expanded and new government subsidies. Importantly, for the first time, there was government funded subsidy for care delivered via the telephone and inclusion of credentialled diabetes educators in funded telephone/telehealth support. The Australian health professional and consumer organisations worked cooperatively producing guidelines, position statements and other educational resources specific for the COVID-19 setting. Once the COVID-19 pandemic is over, review of all the changes will be important, determining which should be permanently implemented. The learnings from COVID-19 should help prepare Australia for future pandemics or other major health crises.

Age identity, stereotypes and older consumers’ service experiences

PurposeThis study aims to use the lens of the stereotype threat theory to explore older consumers’ age identity and experiences with service providers.Design/methodology/approachThis study used semi-structured interviews with Australian consumers aged between 55 and 69. Data were examined using thematic analysis.FindingsOlder consumers justify a younger cognitive age by distancing themselves from the negative stereotypes associated with ageing and by associating themselves with attitudes and behaviours consistent with a younger age identity. Older consumers are confronted with age-based stereotype threats in a services context through four practices. Exposure to these threats results in service failure and can have a negative impact on both consumers’ ability to function effectively as consumers and their overall well-being.Research limitations/implicationsA more diverse sample is required to identify the extent to which age-based stereotype threats are experienced and which services marketing practices have the most detrimental impact on older consumers.Practical implicationsThe findings provide insight for services marketers seeking to effectively cater for older consumers and have implications for service staff training, service technology and communications.Social implicationsThe findings have implications for the well-being of older consumers in terms of their self-efficacy and self-esteem as well as their ability to function effectively as consumers.Originality/valueThis study contributes to the nascent understanding of older consumers’ experiences and their expectations of service interactions and advertising communication. The findings also extend the literature on service failure by demonstrating how age-based stereotypes threaten age identity, resulting in a negative customer experience.

Submission in Response to the Australian Competition and Consumer Commission Ad Tech Inquiry Issues Paper

The ad tech sector is founded on consumers’ personal data. Technological advances have provided growing opportunities for firms to profit by predicting, prompting, manipulating and measuring consumers’ behaviour on a daily basis. This has led publishers, marketers and ad tech service providers to increasingly monitor and track individuals online and offline in the service of consumer profiling, behavioural advertising and attribution of consumer responses. Realising that this extensive collection and use of personal data is against the preferences of many consumers, firms have taken measures to make this data collection less visible, obfuscate their data practices in opaque privacy policies, make spurious claims that data is “de-identified”, create the illusion of consumer control and choice where little exists, and circumvent consumers’ attempts to avoid the collection of their personal data and monitoring of their behaviour. In advertising markets, ad tech vendors provide highly sophisticated algorithmic tools and instantaneous auction processes. These give the appearance of almost frictionless allocation of available advertising inventory to marketers who value it the most. However, in addition to the distortions in these processes that result from the opacity of the ad tech supply chain, the analysis of competition in these markets should take into account the fundamental distortion that results from the anticompetitive and consumer-harming data practices in the primary markets in which that data is collected.

To Whom Does Australian Corporate and Consumer Legislation Speak?

Is it feasible for regulation (and particularly legislation) effectively to communicate to the participants the rights, duties, processes, and procedures that embody the regulatory goals upon which they are meant to act. Looking at attempts in Australia to implement this regulatory strategy in the fields of corporate law andconsumer law, this article suggests that a more profound change would need to occur in the form and style of Australian legislation before such an approach is viable.

The impact of relational drivers on customer brand engagement and brand outcomes

This study investigates the effects of customers’ trust and satisfaction with the focal brand and brand identification (self-expressive brand) on customer brand engagement (CBE) dimensions (cognitive processing, affection and activation), which can promote brand outcomes (brand evangelism and repurchase intention). The model was tested using survey data from 466 Australian consumers of mobile phone brands. The results suggest that brand trust enhances affection, followed by cognitive processing, but not activation. Brand satisfaction has a stronger impact on activation than affection while it is not related to cognitive processing. Self-expressive brand has the largest impact on cognitive processing, followed by affection and then activation. CBE dimensions are found to influence brand outcomes (brand evangelism and repurchase intention). For marketing theorists, to our knowledge, this is the first study to empirically examine the differential impact of relational drivers on brand evangelism and repurchase intention via the CBE dimensions. For managers, given that brand trust and brand satisfaction are customer-based metrics often tracked by organisations, our findings help organisations to redirect their efforts to the specific relational drivers that influence either psychological and/or behavioural components of CBE as well as brand evangelism and repurchase intention.

Public Interest in Antitrust Enforcement: An Australian Perspective

The Australian Competition and Consumer Commission’s (ACCC) objective in enforcing Australia’s competition laws is to make markets work in the interests of Australians by protecting and promoting competition. From the ACCC’s perspective, it is poor public policy to introduce other objectives, such as reducing income inequality or political influence, into the enforcement of competition laws. If the enforcement of competition laws tries to achieve everything, in the end, it will achieve nothing. Moreover, there are other, more targeted instruments that are much better placed to achieve these other objectives. The ACCC is of the view that business conduct is likely to be anticompetitive if it interferes with the process of competition and harms trading parties on the other side of the market, or is likely to do so. The ACCC places great significance on these two issues to develop, test, and establish theories of harm to competition. While this is the case, the ACCC is of the view that it is not necessary to precisely quantify the degree of harm to establish that conduct is anticompetitive. Imposing such a requirement risks under enforcement of competition laws.

Working with the Australian cinema industry to understand the movie-going experience

ABSTRACT Although box office receipts for the theatrical release of movies have remained consistently high over the past decade, this tends to mask a slow erosion in the frequency of movie-going among the Australia population. Australians, it appears, are gradually losing the habit of going to the movies. This decline sits in marked contrast to increasing numbers of audiences preferring to engage with cinematic content through VOD and other digital platforms. Our engagement with industry stakeholders highlights the concerns of the Australian distribution and exhibition sectors of the industry about competition from a range of competing leisure and entertainment opportunities for Australian consumers. In this paper we argue that it is vital for the local industry to revise its current model of movie-going audiences, in order to better understand what consumers think about the ‘cinematic experience’ and how they value this experience in relation to the variety of competition from other leisure and entertainment experiences. We outline the opportunities to draw from insights across multiple disciplinary fields, in particular to explore the implications of applying ‘the customer journey’ to understanding the variety of social and material factors which may be in play in informing the decision-making of movie-going audiences.

Influence of Demographic Factors on Sheepmeat Sensory Scores of American, Australian and Chinese Consumers.

Along with animal production factors, it is important to understand whether demographic factors influence untrained consumer perceptions of eating quality. This study examined the impact of demographic factors and sheepmeat consumption preferences on eating quality scores of American, Australian and Chinese untrained consumers. M. longissimus lumborum (LL) and m. semimembranosus (SM) were grilled according to sheep Meat Standards Australia protocols and evaluated by 2160 consumers for tenderness, juiciness, flavour and overall liking. Linear mixed effects models were used to analyse the impact of demographic factors and sheepmeat consumption habits on eating quality scores. Consumer age, gender, number of adults in a household and income had the strongest effect on sensory scores (P ≤ 0.05), although, the impact was often different across countries. Frequency of lamb consumption had an impact on sensory scores of American, Australian and Chinese consumers but larger sample sizes in some underrepresented subclasses for Australian and Chinese consumers are needed. Results suggest it is important to balance sensory panels for demographic factors of age, gender, number of adults and income to ensure sensory preferences are accurately represented for these particular populations.

Green consumption practices for sustainability: an exploration through social practice theory

PurposeBy applying social practice theory to green consumption, this paper extends our understanding of consumer insight on green consumption processes beyond linear decision-making. The purpose of this paper is to provide knowledge about how best to mitigate perceived barriers to green consumption processes including the purchase and disposal of household products and to contribute to current discourse about widening social marketing research beyond a predominant focus on individuals’ behaviours.Design/methodology/approachThematic content analysis exploring the lived experiences of participants’ green consumption was undertaken by conducting 20 in-depth interviews of Australian consumers. These interviews were analysed through a social practice lens.FindingsThe research identified six emergent social practice themes of green consumption. By using social practice theory, a different paradigm of social research than the linear models of behaviour is used. This unconventional investigation into the green consumption process, including the purchase and disposal of household products, extends literature past the attitude–behaviour gap and highlights the importance of aligning green consumption processes with social practice.Originality/valueBy integrating social practice theory into the marketing discipline, this paper explores consumption as part of sustainable marketing and provides suggestions about how best to mitigate perceived barriers to green consumption processes. These insights have relevance to micro-, meso- and macro-levels of social marketing, and can help alter consumption practices making them more sustainable.

Exploring Meal and Snacking Behaviour of Older Adults in Australia and China.

Sensory perception and food preferences change as we age. This paper encompassed two studies with the aim being to investigate meal and snacking behaviour of older adults towards food, especially meat products, and understand the desirable characteristics of those products. A qualitative multivariate analysis (QMA) focus group with Australian and Chinese older (60–81 years old) adults was conducted. A conjoint concept database was used to determine older consumers’ wants and needs for food in Australia and China. The QMA suggested that Australian consumers are not eating a proper breakfast or dinner but are ‘snacking’ throughout the day. In contrast, Chinese consumers are eating three regular meals through the day and occasionally snacks. For both groups, texture and flavour were key drivers for food choice. Difficulty in eating meat products was evident, e.g., beef jerky was found too dry and hard. Older consumers in China and Australia differed in responses to the four food categories investigated in terms of product traits and segmentation. Both the conjoint analysis and QMA showed that demographics have an impact on consumer preferences towards food. This research suggested that there is an opportunity to create ready-to-eat, nutrient dense products to enhance the wellness of older consumers.

What do consumers with chronic conditions expect from their interactions with general practitioners? A qualitative study of Australian consumer and provider perspectives.

BackgroundMore than half of Australian adults manage one or more chronic conditions through ongoing interactions with general practitioners (GPs). Their experience of general practice interactions has important implications for their health outcomes and is thus important to explore in‐depth. Consumer expectations have emerged as a key consideration in this regard. How well they met in care settings can inform consumers' satisfaction and response to the care received. However, consumer expectations in Australian general practice are not well researched.ObjectiveTo identify key consumer expectations in clinical interactions in Australian general practice based on consumer and GP perspectives.DesignQualitative, phenomenological approach using thematic analysis of semi‐structured interviews.Setting and participantsThirty‐one participants: 18 patients with one or more chronic (persisting > 6 months) conditions, 10 GPs and 3 GP registrars in Sydney, Australia.ResultsConsumer expectations were strongly related to the context of their ongoing therapeutic relationship with a regular GP. Themes relating to some of the most commonly reported consumer expectations were as follows: (a) the importance of longevity and continuity; (b) having good rapport; (c) GP's respect for consumer opinions and expertise; (d) having effective communication; and (e) addressing mental health.ConclusionAustralian GPs and consumers prioritize a positive, long‐term clinical relationship in which they respect one another and can communicate their expectations freely. This has implications for consumer satisfaction and in turn ensuring relational continuity, which is particularly relevant to the ongoing care and management of consumers with chronic conditions.

Think Before You Click: Follow the Basic Hygiene During Financial Transactions

]Financial scams have a long history. A long time ago, even in 300 BC, Kautilya in his famous book named “Arthashastra” gave a description of frauds. His exposition on forty ways of embezzlement bears the characteristics of some of the modern day financial frauds. The integration of diverse technological applications, coupled with the fast growth of online users in today’s digitized era, have created increased opportunities for the commission of financial scams. The Australian Competition and Consumer Commission states that one of the best ways to combat financial frauds and scams is to stay one step ahead of the fraudsters by being aware of scams. This article is also an effort to educate the general public on various fraudulent schemes with a view to empowering them to be aware of such scams.

Understanding Australian Wine Consumers’ Preferences for Different Sparkling Wine Styles

This study investigated the perceptions and preferences of Australian wine consumers towards different styles of sparkling wine, including French Champagne and Australian sparkling white, red and rosé wine, Moscato and Prosecco. An online survey of 1027 regular sparkling wine consumers captured demographic information, sparkling wine perceptions and preferences, and typical spending and consumption patterns. Consumers were segmented into three distinct clusters (‘No Frills’, ‘Aspirants’ and ‘Enthusiasts’) using the Fine Wine Instrument model. The majority of No Frills consumers were female and typically consumed sparkling wine once per month. Almost 55% of Aspirants were male with a household income of more than AU$75,000. Enthusiast consumers were also predominantly male and well educated, and 64% were under the age of 35 years. Sparkling white wine and Champagne were generally the preferred styles for each consumer group, followed by Moscato and sparkling rosé wine. Interestingly, Moscato scored favorably with both No Frills and Enthusiast segments. Almost 25% of respondents indicated that they were not familiar with Prosecco, while sparkling red wine was perceived similarly by male and female consumers. The findings from this study can be used by sparkling wine producers to better target their products and marketing to the specific needs and expectations of consumers within different segments of the Australian domestic market.

Observing energy rating stars through the Australian Consumer Law lens: How volume home builders’ advertising can fail consumers

Australia builds approximately 200,000 new homes per annum, which must meet minimum energy efficiency performance requirements. One common assessment measure is the Nationwide House Energy Rating Scheme (NatHERS), in which homes are typically required to meet a 6 Star minimum. However, current advertising practices of some volume home builders are unclear as to what consumers will receive in terms of energy efficiency in their new home. This research examined the advertising practices of Australia's largest volume home builders via their organisation websites, to determine whether the advertising material and other information on their websites could breach section 18(1) of the Australian Consumer Law. The research uncovered instances of potential breaches through the use of misleading logos and language. Such representations generally implied a high performance standard is being achieved, or exceptional products are on offer – rather than simply achieving the regulatory minimum applicable to all new homes. The results indicate two primary policy implications: firstly, instead of being better informed, consumers are likely to be misled or deceived; and secondly, the use and effectiveness of the NatHERS logo is lessened through such conduct. This article provides recommendations to the Australian consumer regulator, the NatHERS administrator, and volume home builders.