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Outlines some ideas to help companies create a culture which supports middle management development. Ideas are based on research findings among privatized companies and other academic research. Presents a number of recommendations to encourage organizations to re‐evaluate the role of their middle managers.

Presents findings of research into culture change among middle managers. Middle managers from 46 privatized organizations in the UK formed the survey group, and their attitudes towards the process of privatization and the culture change from public to private sector were recorded and discussed. Results show that managers have a positive attitude towards the changes and a willingness to adapt their role by becoming more proactive in the change process.

The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a business-to-business (B2B) context using input–output measures. The paper introduces a strategic customer experience management framework to capture the complexity of B2B service interactions and discusses the value of outcomes-based measurement.

This is a theoretical paper that reviews extant literature related to B2B customer experience and asks fresh questions regarding B2B customer experience at a more strategic network level.

The paper offers a reconceptualisation of B2B customer experience, proposes a strategic customer experience management framework and outlines a future research agenda.

This paper is conceptual and seeks to raise questions surrounding the under-examined area of B2B customer experience. As a consequence, it has inevitable limitations resulting from the lack of empirical evidence to support the reconceptualisation.

Existing measures of customer experience are problematic when applied in a B2B (services) context. Rather than adopting input- and output-based measures, widely used in a business-to-consumer (B2C) context, a B2B context requires a more strategic approach to capturing and managing customer experience. Focussing on strategically important issues should generate opportunities for value co-creation and are more likely to involve outcomes-based measures.

Improving the understanding of customer experience in a B2B context should allow organisations to design better services and consequently enhance the experiences of their employees, their customers and other connected actors.

This paper critiques the current approach to measuring customer experience in a B2B context, drawing on contemporary ideas of value-in-use, outcomes-based measures and “Big Data” to offer potential solutions to the measurement problems identified.

Examines the concept of brand orientation in the charity sector against a background of mounting criticism that charities are under‐using their brands and not managing them properly. From the academic literature and a series of depth interviews, four key components of brand orientation were identified which were operationalised into a series of item statements and tested on charity managers in the Top 500 UK charities. From an exploratory factor analysis of the data, it seems that brand orientation may comprise one “general factor” of brand orientation incorporating “brand understanding”, “brand communication” and more substantially, “the strategic use of brands” and six further factors, three of which comprise different managerial responsibilities. All but one of these factors correlated satisfactorily with secondary indicators of brand orientation. The paper discusses the results and examines the implications for charities.

A common criticism of research into information seeking on the internet is that information seekers are restricted by the demands of the researcher. Another criticism is that the search topics, are often imposed by the researcher, and; particularly when working with children, domain knowledge could be as important as information‐seeking skills. The research reported here attempts to address both these problems.

A total of 15 children, aged 11 to 16, were each set three “think aloud” internet searches. In the first, they were asked to recall the last time they had sought information on the internet, and to repeat the search. For the second, they were given a word, asked to interpret it, then asked to search for their interpretation. For the third, they were asked to recall the last time they had been unsuccessful in a search, and to repeat the search. While performing each task, the children were encouraged to explain their actions.

The paper finds that the factors that determined a child's ability to search successfully appeared to be: the amount of experience the child had of using the internet; the amount of guidance, both from adults and from peers; and the child's ability to explore the virtual environment, and to use the tools available for so doing.

Many of the searches performed by participants in this paper were not related to schoolwork, and so some of the search approaches differed from those taught by teachers. Instead, they evolved through exploration and exchange of ideas. Further studies of this sort could provide insights of value to designers of web environments.

Draws on the findings of a quantitative survey and a number of qualitative focus groups and interviews to explore consumer behaviour and reasoning concerning the return of products. The findings serve as the basis for the discussion of the special case of returns deliberately premeditated at the point of purchase, a behaviour pattern termed “deshopping”. The incidence, key features and causes of “deshopping” behaviour are explored. Findings clearly illustrate the interplay of the functional, experiential and symbolic aspect of the consumption process as underpinning this behaviour pattern. Furthermore, they point to a cognitive lag between legal and perceived contract which hinges on the concept of “newness”, tied to the use of the exchange value rather than the symbolic value of the product. Deshopping serves as a financial and social risk reducing strategy which is unique in that it can be applied after the time of purchase.

The present study examines the potential relationship between financial capability and household financial vulnerability for a sample of Spanish individuals.

The methodology combines a literature review deepening on the two concepts addressed in this paper – financial vulnerability and financial capability – and an empirical analysis. Based on a sample of 7,811 Spanish individuals taken from the Survey of Financial Competences, different probit regression models are used to test the relationship of key independent variables (namely, financial literacy, financial inclusion, and financial capability) with household financial vulnerability.

Empirical evidence points to the existence of a negative relationship between financial capability and household financial vulnerability. Besides, the variable on financial capability demonstrates, per se, a greater explanatory power than its two components (i.e. objective financial literacy and financial inclusion) separately, particularly in the case of financial literacy.

This paper contributes to the research on household finances along three main dimensions. Firstly, it enhances the research on financial capability by analysing how it relates to consumers' financial vulnerability; an association barely explored by the extant literature. Secondly, it gets closer to the multifaceted concept of financial vulnerability through a wide set of objective and subjective proxy variables. And thirdly, the empirical evidence found leads to proposing some recommendations aimed at improving households' financial capability.

The purpose of this paper is to analyze the sustainability of Credit Non‐Governmental Organizations (CNGOs) such as DAYBANG.

This paper investigates and describes the operating details, through the web, of DAYBANG using SWOT analysis.

By the means of SWOT analysis it is found that clarified information, credit scoring system and the law of large numbers set up by DAYBANG will decrease the asymmetric information influence, which will result in adverse selection and lowering of the transaction cost; while operational risk and moral hazard are the weaknesses to be overcome. SO, ST, WO, WT strategies deserve consideration.

Researches on informal finance have focused on loans between relatives, friends and usurers. Few literatures, however, have studied the Credit NGOs (CNGOs). DAYBANG is a newly‐emerging CNGO which has resulted in immense public interest because of its Web operating platform. This paper discloses its operational characteristics, using SWOT analysis, which expands the research on informal finance.

Employees eat at least one meal per day in the workplace on a regular basis, carrying implications for their physical and emotional well-being. For migrants, this can be challenging, owing to food culture differences. This study explores migrant workers’ perceptions of the food eaten in the hospitality workplace.

Eleven in-depth, face-to-face, semi-structured interviews were carried out with migrant workers in three- and four-star hotels in the southwest of England.

The findings show that the food eaten in the workplace is perceived as unhealthy and fattening and therefore unappealing. This partly informs a decision to eat home country food away from work.

Further research is needed across many more organisations to investigate whether this would actually have the positive impact on employee well-being (migrant or home national) and employer reputation.

Providing additional “off-menu” meals for migrant employees is recognised. However, staff turnover within the hotel environment may mean that dishes acceptable to one nationality may not be acceptable to another. Alternatively, it may be that attention to such details and the provision of a food offering that is seen as fit for purpose by staff may reduce turnover and demonstrate “care” on the part of the employer. An annual staff survey could be conducted to gauge employee opinion.

This study helps to show the significance of food for migrant well-being. It highlights that in increasingly globalised workplaces, food provision is important for both emotional and physical health. The study's findings have relevance to other multicultural workplaces where the food provided to staff may have consequences for employee well-being.

Little research has focused on the link between the food consumed in the hospitality workplace and migrant worker well-being. This study therefore makes an important contribution to knowledge by exploring feelings about the food eaten at work from the perspective of migrant workers themselves.

Life studies are a rich source for further research on the role of the Afro‐American woman in society. They are especially useful to gain a better understanding of the Afro‐American experience and to show the joys, sorrows, needs, and ideals of the Afro‐American woman as she struggles from day to day.