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This paper aims to extend understanding of the cues that customers with disabilities use to judge inclusion/welcome (or not) in interactions in retail stores.

Critical incident interviews were conducted with 115 informants who provided rich descriptions of 113 welcoming incidents and 105 unwelcoming incidents. Interview transcripts were content analyzed to determine inductively the cues customers with disabilities use to perceive welcoming.

Four primary situational factors explain to what perceptions of welcome/inclusion are attributed: service personnel; store environmental factors; other customers; and product/service assortments. Further, a disability becomes salient only when there is an interaction between these situational factors and consumers' disabilities.

The findings suggest an extension to Bitner's servicescape conceptualization in that it specifies that the assessment of an environment as enabling or disabling is important for at least some customers in deciding whether they should stay, go, or return to a particular servicescape.

The results reveal that consumers with disabilities should be viewed as customers first, and only as possessing a disability in particular interactions in the customer‐firm interface.

This research presents the views of a set of customers who are under‐represented in research samples. It discusses how not all people with disabilities are alike and begins to develop a deeper understanding of their behavior as consumers. The research is valuable for retail managers and service providers who need useful information for training employees, for designing servicescapes that are welcoming for consumers with disabilities, and for fulfilling the inclusive intent of the Americans with Disabilities Act (ADA). It will also be of interest to academics who are engaged in research that attempts to improve the quality of life for consumers.

The following bibliography focuses mainly on programs which can run on IBM microcomputers and compatibles under the operating system PC DOS/MS DOS, and which can be used in online information and documentation work. They fall into the following categories:

This eighth annual survey of American history reference sources includes reviews of seventeen new books, most of which were published in 1984. (The two 1983 imprints were received after the seventh survey went to press.) While the annual survey was never intended to be all‐inclusive, the authors have tried to review as many new, general‐interest titles as possible. As always, the authors have based their evaluations on copies in hand.

In the early 1970s, clinical evidence emerged documenting causal links between prenatal alcohol exposure (PAE) and children’s behaviors as observed by child welfare social workers (CWSWs). Unfortunately, fetal alcohol spectrum disorders (FASD) remain on the margins of public health priorities. The purpose of this study was to elicit the views of child welfare social workers when responding to case of or suspected FASD.

A sample (N = 18) of CWSWs, allied health professionals and foster parents were interviewed.

Findings indicate that social workers struggle with their statutory duty to plan safe care for children with or suspected of having FASD. Emergent themes include struggling with advocacy, professional devaluation and lack of procedural guidance.

Social workers need a clear pathway and FASD knowledge to guide their interventions and enhance their capacity to advocate for affected children.

An abundance of research documents the direct effect of PAE on physical, cognitive and behavioral outcomes. However, few studies focus on the critical interface of children with an FASD entering public care and the social workers responsible for planning their safe care. This study sought to document social workers’ response to this vulnerable cohort of children.

Suggests that, in many cases, where formerly excellent manufacturing companies have suffered a decline in their fortunes, they failed because they did not change with their customers; their operations were too remote. Considers how this might be avoided by applying a service quality model to manufacturing. Examines the differences between service and manufacturing operations and highlights the difficulties which manufacturing companies have in being close to their customers. Provides definitions of quality for products and services before presenting the model. Describes the features of the model – taking a total view, achieving a balance between expectations and delivery, system design and response to change‐as they apply both to service and manufacturing. Highlights the need to exceed expectations to maintain a competitive edge. Argues that, whilst this is achieved through committed staff in service industries, this same commitment can, with appropriate communication, be achieved in manufacturing companies.

The purpose of this article is to present an overview of the history and development of transaction log analysis (TLA) in library and information science research. Organizing a literature review of the first twenty‐five years of TLA poses some challenges and requires some decisions. The primary organizing principle could be a strict chronology of the published research, the research questions addressed, the automated information retrieval (IR) systems that generated the data, the results gained, or even the researchers themselves. The group of active transaction log analyzers remains fairly small in number, and researchers who use transaction logs tend to use this method more than once, so tracing the development and refinement of individuals' uses of the methodology could provide insight into the progress of the method as a whole. For example, if we examine how researchers like W. David Penniman, John Tolle, Christine Borgman, Ray Larson, and Micheline Hancock‐Beaulieu have modified their own understandings and applications of the method over time, we may get an accurate sense of the development of all applications.

Looks at the 2000 Employment Research Unit Annual Conference held at the University of Cardiff in Wales on 6/7 September 2000. Spotlights the 76 or so presentations within and shows that these are in many, differing, areas across management research from: retail finance; precarious jobs and decisions; methodological lessons from feminism; call centre experience and disability discrimination. These and all points east and west are covered and laid out in a simple, abstract style, including, where applicable, references, endnotes and bibliography in an easy‐to‐follow manner. Summarizes each paper and also gives conclusions where needed, in a comfortable modern format.

This paper provides some guidance on how recent research into decision‐making capacity can be used in clinical practice to maximise financial independence among adults with learning disabilities. Its key messages are (i) that capacity is changeable rather than fixed and static, and (ii) that an assessment of capacity is just a starting point for identifying and enhancing a person's strengths and addressing weaknesses. The first half of the paper contains an overview of some recent developments in social policy, capacity legislation and research. We highlight some of the most important issues for clinicians and other health and social care practitioners to consider. In the second half, a case study is discussed. We outline some potential interventions for maximising financial capacity in different ways, as well as identifying some broad strategies for addressing difficulties in decision‐making.