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The research question developed for this study was: “Which aspects of the delivery of dental care impact most significantly on patients’ perceptions of the service quality of the care received?”. The research methodology used a questionnaire based upon the SERVQUAL instrument. A number of implications are identified that impact significantly upon the service quality perceptions of dental patients. Amongst these are patient fear and anxiety, patients’ appreciation of punctual and convenient service delivery, and the positive advantages of involving patients in the development of treatment plans. Dental practitioners are encouraged to develop strategies within their practices that are designed to build upon the advantages identified within the study.

IN THESE recessionary times it is encouraging to be able to record some library expansion. After several years of anticipation (by turns eager and nervous, according to the state of rumour at both the national and local levels in the higher education world), the City University Business School moved into imposing new premises on the uppermost floors of the emerging Barbican Arts Centre.

This longitudinal research project seeks to monitor and report on the levels of patient satisfaction with the delivery of dental care provided by the Australian Unity Dental Centres (AUDC), which offer private dental care to people within Australia. The purpose of this paper is to discuss the above issue.

The primary data gathering medium employed in this research was a survey based upon the SERVQUAL instrument. The research compares results obtained from the initial 2000 survey with the results of surveys conducted through to 2012. The key question addressed in this report is: how have patient perceptions of the service quality of care received at AUDC changed between the 2000 and 2012 survey periods?

The level of expected service has improved over the study period, as has the level of perceived service delivered. A number of areas that would benefit from further improvement are identified and matched to specific actions that are being implemented by the business.

A principal objective of the AUDC is to provide high-quality dental care to the patients. This objective can be best pursued through a regime that recognises that high-quality clinical outcomes are often dependent upon patients following recommended treatment pathways. This dependency pre-supposes that patients understand the treatment pathway's compliance requirements and, further, agree to comply with them.

No other research projects have utilised eight iterations of SERVQUAL over a 13-year period in the dental service delivery sector.

Luton Engineering Pattern Co. Ltd. are a well‐established company with an up‐to‐date approach to production problems. When faced with the problem of bonding a rubber sealing strip to pressed‐metal heater flaps for a motor manufacturer, at a required rate in excess of 1,000 per week, they turned to the modern materials.— polyurethane and epoxy resins.

This paper examines the inter‐relationship between migration of persons and international trade in goods and services. Trade and immigration policies, their effects and inter‐dependence are examined from a variety of viewpoints across several disciplines, and an attempt is made to offer the outline of a synthesis. The relationship between trade and migration policies is of immediate relevance to policy‐makers. Unless such policies were coordinated, lawmakers might find that the desired effects of say, immigration policy might well be undone by independently chosen trade policy and conversely.

Film provides an alternative medium for assessing our interpretations of cultural icons. This selective list looks at the film and video sources for information on and interpretations of the life of Woody Guthrie.

Despite the enormous investment in employee training, training effectiveness is often hampered by insufficient transfer of learning (TOL) among trainees, making the return on training investment suboptimal. The challenge of effective TOL among employees is enormous, including personal and organizational factors, and research exploring this is inconclusive. This study aims to investigate organizational climate and TOL and the mediating role of emotional intelligence.

Applying identical elements and social cognitive theories, the study used multistage sampling techniques through purposive, convenience and simple random sampling collected using validated measures of the study constructs formed into a survey questionnaire. Multiple Regression and Process Macro were used to analyze the data.

Results revealed significant relationships between formalization, performance feedback, employee participation, innovation and flexibility with TOL. Organizational climate dimensions jointly and independently predicted TOL. However, only formalization was inversely related to TOL. Emotional intelligence partially mediates the relationship between organizational climate dimensions and TOL. The study recommends the need for managers to encourage autonomy, creativity and flexibility and provide honest and valid feedback to foster the TOL.

By addressing the limitations of other studies, this study advances knowledge by underlining the significance of including and further exploring the mediating role of trainees’ emotional intelligence on the relationship between organizational climate (formalization, performance feedback, employee participation, innovation and flexibility) and TOL.