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Focuses on the commonly cited marketing problems that arise from the special characteristics of services. Empirically tests for the differing impact of these problems among service organizations, by assessing marketing managers’ perceptions about the problems that their organizations face. Results suggest that managers from three main service typologies (based on Silvestro et al’s 1992 classification scheme) do perceive differences in the degree of impact the problems have on their organizations. The findings and their strategic implications for marketing managers are discussed, along with limitations and future areas of research.

The purpose of this paper is to examine the perspectives of local residents regarding the impact of the long-duration Hazelwood open cut coal mine fire in rural Australia.

A qualitative approach was undertaken involving 27 in-depth interviews with adults who lived in the town of Morwell, immediately adjacent to the coal mine fire.

Participant concerns focussed upon fear and confusion during the event, the perceived health effects of the smoke, anger towards authorities and loss of a sense of community and sense of security. One of the significant ways in which people managed these responses was to normalise the event. The long duration of the event created deep uncertainty which exaggerated the impact of the fire.

Understanding the particular nature of the impact of this event may assist the authors to better understand the ongoing human impact of long-duration disasters in the future.

It is important to provide clear and understandable quality information to residents during and after such disasters.

While there is an extensive literature exploring the direct social and psychological impacts of acute natural disasters, less qualitative research has been conducted into the experiences of longer term critical events.

This paper aims to explore the outcomes experienced by young people leaving care in Ireland today through the theoretical lens of social capital.

This paper presents selected qualitative data and its analysis that was gathered through a series of in-depth semi-structured interviews with three key informants (care leavers). In gathering interview data, the Biographic-Narrative Interpretive Method (BNIM) was selected, as it allowed the research participants a great deal of autonomy in recounting significant events from their own lives.

In drawing upon the lived experience of these care leavers, this work will discuss how their in-care and post-care experiences shaped their exposure to and development of sources of social capital, which in turn proved to be a significant factor in shaping their in-care and post-care outcomes.

Care leavers remain systemically disadvantaged in comparison to young people who have not been in care. Research has shown that children in care and care leavers are often disadvantaged educationally and experience higher rates of homelessness, unemployment and social isolation. This paper discusses the role of “social capital”, i.e. relationships that provide access to social and material resources and opportunities, in shaping care leavers exposure to and experience of these disadvantages.

To the best of the author’s knowledge, this work is the first in the Irish context to draw on the concept of social capital to explore its role in shaping the in-care and post-care experiences of care leavers in Ireland.

The purpose of this paper is to review a popular business handbook – The Business Guide – by James L. Nichols, first published around the turn of the twentieth century. The analysis is geared toward determining how it fits within the development of marketing thought and education.

A review of the marketing history literature focusing on marketing thought, education and practice around the turn of the twentieth century is conducted. The content of The Business Guide is analyzed and compared with the themes reflected in the literature review.

Most editions appeared in the era just proceeding the emergence of marketing as distinct discipline. It is unlikely that it had any appreciable influence on the development of marketing thought. However, it was used as a textbook at North-Western College in Naperville, IL, and may have been at other early business education programs in the USA and Canada. Nichols’ treatment of marketing topics was consistent with the era. It reflected commodities and functional views. For him, marketing was primarily distribution along with advertising, pricing, product management and credit. Consistent with modern marketing philosophy, Nichols placed heavy emphasis on ethics.

Despite the fact that this book was published in multiple editions over several decades, it seems to have been largely forgotten. As far as is known, this paper is the only recent treatment of this historical artifact.

This paper aims to review the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies.

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Ethical dilemmas come in all shapes and sizes, and in business most firms have to deal with them on a day to day basis. Ensuring layoffs are done properly, meeting the requirements for carbon reduction, investing in ethical futures – all of these activities cost money but are necessary to meet the numerous expectations placed on firms as a result of corporate social responsibility (CSR) policies.

Provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to‐digest format.

The integration of health or social services is an enduring challenge and especially so in relation to people experiencing “dual diagnosis”, the co‐occurrence of mental health and substance use problems. The emergence of the “dual diagnosis” concept has highlighted the tension between specialist treatment for single problems and complex, individualised care. The purpose of this paper is to examine the evolving nature of dual diagnosis initiatives in an Australian state during recent decades.

Interpretive, case study analysis of policy documents and key informant interviews (19) illuminates the experience of dual diagnosis initiatives.

In the case of Victoria, dual diagnosis responsiveness has evolved slowly over the last 20 years, delayed by the inherent difficulty of practice change, a weak perception of need, interprofessional tensions and shortcomings in data collection, coordination and resources. Key enablers have been champions and leaders in policy, management and clinical practice, directive government policy and targeted funding. Achieving a wrap‐around service system entails investment in interpersonal relationship‐building and stigma reduction, as well as technical or structural changes.

The paper presents a unique and independent view of a 20‐year period and indicates progress in attitudinal change that merits wider acknowledgement and application to other settings throughout health and social care.

Much to the relief of everyone, the general election has come and gone and with it the boring television drivel; the result a foregone conclusion. The Labour/Trade Union movement with a severe beating, the worst for half a century, a disaster they have certainly been asking for. Taking a line from the backwoods wisdom of Abraham Lincoln — “You can't fool all the people all the time!” Now, all that most people desire is not to live easy — life is never that and by the nature of things, it cannot be — but to have a reasonably settled, peaceful existence, to work out what they would consider to be their destiny; to be spared the attentions of the planners, the plotters, provocateurs, down to the wilful spoilers and wreckers. They have a right to expect Government protection. We cannot help recalling the memory of a brilliant Saturday, but one of the darkest days of the War, when the earth beneath our feet trembled at the destructive might of fleets of massive bombers overhead, the small silvery Messerschmits weaving above them. Believing all to be lost, we heaped curses on successive Governments which had wrangled over rearmament, especially the “Butter before Guns” brigade, who at the word conscription almost had apoplexy, and left its people exposed to destruction. Now, as then, the question is “Have they learned anything?” With all the countless millions Government costs, its people have the right to claim something for their money, not the least of which is the right to industrial and domestic peace.

Current research provides an incomplete picture of the challenges facing human resource personnel (HRP) tasked with managing a workplace bullying complaint. The purpose of this paper is to provide a holistic model of the complaint management process in order to advance the theorising of HRP’s role in this important process, and the challenges they face in undertaking it.

Cases of workplace bullying heard before the legal system were analysed – a novel data source in research on workplace bullying. Thematic analysis was undertaken on the case determinations to identify the challenges HRP faced that prevented the resolution of the complaint.

The analysis indicated two key phases in the complaints management process with five associated challenges. The first two challenges were related to HRP’s ability to assess the substance of the complaint. HRP’s ability or inability to “sort out” conflicting accounts and to follow the process saw the complaint follow one of three “resolution pathways”. Three further challenges were associated with HRP communicating the outcome to the complainant. Failure to overcome these challenges left the complainant aggrieved at the unfairness in which their complaint had been handled – triggering legal action.

This paper draws on a novel data source to provide a holistic model of the complaint management process related to workplace bullying which details the various components and challenges related to HRP throughout the process. Alongside advancing theory, this research has practical value for improving HR practice.