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Cognitive science indicates that users of any system create internal representations of it to enable them to structure knowledge. Conceptual models which include appropriate components, actions and interactions of a system provide students with a conceptual framework for accelerating learning. Such models have proved successful as pedagogical tools in other domains. The author describes a conceptual model of information retrieval within which is embedded a model of the Internet. The use of these models should help students form mature mental models so that they perceive information retrieval as a process and are able to make informed choices of when to use the Internet, and to decide on suitable search strategies for different question types.

Analyzes the Internet as a reference tool based on its ability to provide rapid access to authoritative information or sources of information. Reveals that the Internet provides no comprehensive mechanism for identifying quality information. Bibliographic structure is also disparate, making it impossible to adopt a coherent strategy for identifying quality information. A unified service interface would help alleviate this problem. An analysis of the use of the Internet by academic librarians reveals that existing bibliographic structure is not used to best advantage. Simple strategies which would limit these deficiencies, such as the use of electronic mail, are not used. Suitable training, from an introductory to advanced level, would alleviate this problem. Suggests the use of an amended version of Benson’s decision tree as a pedagogical tool. This model would help to decide when to use the Internet and suggest search paths for different question types.

The integration of Medical Audit within the context of the overall quality issues in health care delivery involve recognising its link to Resource Management and the need for a sound information base. Clear appreciation of issues of confidentiality and training, plus options for integrated multidisciplinary audit complete the audit loop.

Explores the history of quality management, commenting on the work of many of the quality “gurus”. Considers the relationship between quality management and the management science of operational research.

Football, or soccer as it is known in the United States, is one area in which managerial positions are hugely volatile with what is often called a ‘merry-go-round’ of managers sacked for poor performance at their club and reemployed by another club. Not only does this practice often not increase performance but it is also very costly. Considering the nature of football, that is, the relatively high impact of chance on the rare events that goals are, and the high correlation between success and the wage bill, the influence of managers on performance is often over-estimated. However, potentially better preparation of future managers might help to increase competitive advantages. In this chapter, we are looking in depth at leadership in the context of football and the lessons we can draw for other contexts.

The purpose of this paper is to integrate existing body of knowledge on evidence‐based management, develop a theory of evidence, and propose a model of evidence‐based decision making.

Following a literature review, the paper takes a conceptual approach toward developing a theory of evidence and a process model of decision making. Formal research propositions amplify both theory and model.

The paper suggests that decision making is at the heart of management practice. It underscores the importance of both research and experiential evidence for making professionally sound managerial decisions. It argues that the strength of evidence is a function of its rigor and relevance manifested by methodological fit, relevance to the context, transparency of its findings, replicability of the evidence, and the degree of consensus within the decision community. A multi‐stage mixed level model of evidence‐based decision making is proposed with suggestions for future research.

An explicit, formal, and systematic collaboration at the global level among the producers of evidence and its users akin to the Cochrane Collaboration will ensure sound evidence, contribute to decision quality, and enable professionalization of management practice.

The unique value contribution of this paper comes from a critical review of the evidence‐based management literature, the articulation of a formal theory of evidence, and the development of a model for decision making driven by the theory of evidence.

The purpose of this paper is to explore the emergence of self‐service banking technology and investigates customers' perceptions of internet banking self‐service within the Irish financial services sector. This qualitative study of the Irish retail banking sector explored consumers' e‐banking interactions and experiences in addition to assessing the dimensions critical to e‐banking service quality.

A purposive sampling technique was employed to recruit 20 consumers representing the desired range of demographic characteristics (e.g. sex, age, profession), previous internet experience levels and product‐related knowledge.

Despite commonalities between traditional service quality and e‐banking service quality dimensions, due to the remote form of the online encounter, many traditional service quality attributes were found to be redundant and instead e‐dimensions such as web usability, trust, access and information quality service recovery and flexibility emerged as important to e‐banking service provision. Based on an extant review of the literature ten e‐service dimensions were proposed and evaluated empirically in the context of e‐banking service quality. Overall, process quality emerged as key within the online context, with nine out of the ten proposed e‐banking dimensions relating to the service process.

The paper contributes to previous research by adding to existing knowledge regarding what constitutes e‐banking service and the determinants critical to e‐banking service quality. The paper makes key recommendations towards enhancing current online financial services quality and delivery.