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Interest in the nature of influence attempts in the performance evaluation process has increased in recent years. Researchers have conducted a number of important and revealing cross‐sectional investigations, but there remains virtually no longitudinal work in this area. The present study attempted to address this need by conducting a multi‐period investigation of influence tactics use and affect that addressed three questions: (1) Are individuals consistent in their use of influence tactics across evaluation periods? (2) Are prior‐period performance ratings reflected in subsequent influence tactic use? (3) What role does affect, both supervisor and subordinate, play in this process? A latent variable structural model was tested using longitudinal data from managers and employees of food services units. Our results indicated that there is a cycle of continued influence tactic use across time periods, performance ratings help to determine subsequent tactic use, and both supervisor and subordinate affect play a role in the influence‐evaluation process. Implications of these results and directions for future research are discussed.

Presents information relating to the scale of road traffic accidents in the UK involving commercial vehicles. Establishes the extent of the accident problem and explores some of the main causes of vehicle accidents including human nature, the role of the driver, vehicle operators and government road transport strategy. Introduces some general measures to reduce commercial vehicle accidents such as improved driving, safety cultures, vehicle improvements and government policy. Provides a case study of a company which gained many benefits from reducing vehicle accident levels through the implementation of a vehicle accident database.

The purpose of this paper is to contribute to the development of a conceptual model of service quality in airports by conducting an empirical investigation into passengers' expectations for this service industry.

The paper is a qualitative exploration of the airport experience from the passengers' perspective was combined with a review of relevant literature to identify variables, to clarify basic concepts and to generate a conceptual model of airport service quality expectations. The paper's quantitative research was used to develop a self‐report scale to measure passenger expectations of airport service quality, to test dimensionality and to evaluate scale reliability and validity.

Qualitative and quantitative research on nearly 1,000 airport users provided results suggesting that passengers' expectations of airport service quality is a multidimensional, hierarchical construct that includes three key dimensions: function, interaction and diversion.

By bringing together different literatures and research paradigms to conceptualize service quality in a novel environment, the study contributes to the ongoing extension of service quality research. It is limited insofar as efforts to define a global expectations construct may have “homogenized” results.

This paper builds on the extant literature on service quality to propose an approach for measuring passengers' expectations of airport service quality that can serve as a foundation of a concise and easy‐to‐administer self‐report measure for identifying and managing airport service quality strategies.

The paper shows that by going beyond traditional service performance measures used in the airport industry and by introducing new variables to the service quality literature, such as Csikszentmihalyi's taxonomy of activity, this study broadens and enriches both practice and theory.

Tourism and hospitality management, strategy, economics and customer service.

Undergraduate students studying hospitality management, customer satisfaction, customer service and economics.

Dubai International Airport is one of the most celebrated airports worldwide. It was constructed by order of Sheikh Rashid bin Saeed Al Maktoum in 1969 and has developed significantly in all sections over the years. Passenger numbers and profits have increased dramatically and the airport has received many awards from various countries and organizations, contributing greatly to economic and tourism development. Dubai International Airport offers unique services and facilities to customers, including the Airport Medical Centre, special needs services, Dubai International Airport Hotel, transportation, lounges, a children's play area, smoking rooms, Al Majlis services, executive flight services, Ahlan services, a modern baggage-handling system and Dubai Duty Free. The quality of service is one of the significant concerns of an international company, including Dubai International Airport, as a high quality brings many benefits to the organization, such as increased customer satisfaction and revenue. Thus, to maintain a high-quality level and compete with other international airports, Dubai International Airport needs to ensure the development of its service.

This cast study will help understand both the services offered by the airport and their features and understand the concepts of increasing value to customers in lieu of money, the contribution of the airport to economic growth, exceeding customers' expectations, intonation in providing services, some factors of competitive advantages, the application of customer satisfaction theories, the services market triangle and providing a role model to other airports.

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Describes how the UK logistics division of Norbert Dentressangle has teamed up with the University of Northampton Business School to offer the two‐year degree to the company's talented first‐line and middle managers.

Details the origins of the program, its content, the way it is organized and some initial results.

Reveals that participants have developed and applied knowledge that will enable them to deliver measurable business improvements, as well as enhance their own career prospects.

Stresses that work‐based learning is central to the ethos of the program and the course requires minimum levels of absence from the workplace. Assessment is by way of work‐based projects that are relevant to Norbert Dentressangle and focus on improving day‐to‐day performance. The company has been closely involved in tailoring the qualification content to meet the specific needs of the business and to shape the detail at the point of delivery and assessment.

Describes a very practical program that is helping to break down barriers between higher education and the world of work.

Highlights how first‐tier and middle managers, who may not have a degree, can become very successful higher‐education students because of their commitment to study and the skills they have gained in the workplace.