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This study aims to, first, identify how service perception can differ depending on the customers’ cultural background during intercultural encounters and, second, provide useful and specific directions of more culturally competent service interaction to restaurant managers and servers in US restaurants. Effective exchanges between service providers and international customers are important to ensure the success of restaurants. While frequently and explicitly checking in on customers is common in the USA, this may not be preferable to people from different cultures.

Study 1 (n = 975) utilized a survey, and Study 2 (n = 145) used an experimental design to, first, examine cultural differences between American and Japanese participants in their preferences about restaurant servers’ check-back style and, second, examined the moderating effect of culture (i.e. American and Japanese culture) on the relationship between the servers’ check-back behavior and the evaluations of service effectiveness, emotional response and the intention to return to a restaurant.

The results showed that the frequency of a server’s visits had a positive effect on evaluations of service effectiveness, emotional response and intent to revisit for the Americans, but not for the Japanese.

This research has practical implications for restaurant managers and servers who are expected to interact with international customers. They can apply the findings of this research to examine culturally appropriate check-back styles, which are an important attribute of effectiveness in intercultural service encounters in US restaurants.

The current study indicates that providing standardized service to all customers, regardless of cultural differences, might not be ideal.

Roles of special education-related service professionals have changed since the passage of P.L. 94-142. Many children are spending a majority of their day in the general education classroom, however services can be delivered in a variety of settings ranging from the general education classroom to a one-on-one setting. Professionals deliver services based upon the educationally necessary model, which is determined by members of the Individualized Education Program team. Regardless of where services are delivered, when there are multiple related service professionals on a child’s educational team, there is a great deal of collaboration and communication required. A basic framework for ensuring this occurs includes selecting a key communication person or case manager, striving for clarity in communication, setting a schedule for consistent check-ins, removing discipline jargon, and communicating what is important to parents.

The purpose of this paper is to determine whether librarians at the University of Kansas are providing instruction through chat in order to develop best practices for training purposes.

The authors analyzed a sample of chat transcripts using the “ACRL Information Literacy Competency Standards for Higher Education” to determine whether librarians were utilizing opportunities for instruction in the chat medium. Using this analysis, they selected the best examples of instructional techniques.

Students were open to receiving instruction through chat. Librarians who were most successful in providing assistance to students demonstrated persistency and approachability in their interactions.

The authors developed a list of top ten practices for instruction through chat which can be used for training purposes.

Librarians need to continue to develop instructional techniques to create more opportunities for teaching moments in chat. The paper raises awareness of the impact of librarians' demeanor in the online environment.

Autism spectrum disorder (ASD) is an exclusion criterion for one of the two attachment disorders in the DSM 5. However, previous findings indicate that ASD and attachment disorder are unrelated conditions and may co-occur. The purpose of this paper is to explore the diagnostic assessment of an adolescent male with ASD, intellectual disability (ID), severe challenging behaviour and a suspected attachment disorder.

Case study methodology was chosen because of its suitability in the exploration of complex clinical phenomena where prior knowledge is sparse.

It was possible to identify symptoms of attachment disorder in a case involving ASD, ID, anxiety and severe challenging behaviour. The Disturbances of Attachment Interview was particularly useful in this assessment, as was assessment of ASD symptoms and developmental history. Differentiating the two attachment disorders proved challenging.

There is a need for further research in ASD and attachment disorders not limited by current diagnostic categories.

Co-occurring symptoms of attachment disorder may be identified in individuals with ASD and ID, and exploration of these symptoms in assessments of children and adolescents with ASD/ID and challenging behaviour may be beneficial.

The study adds to previous findings on attachment disorder in ASD, demonstrating that identification of attachment disorder is possible even in the presence of a highly complex clinical picture involving severe challenging behaviour. It may also assist other clinicians in identifying and making more accurate assessment of attachment disorder in ASD and ID.

The ultimate estimate of the value of any piece of information is measured by the change it creates. This paper considers the problem of utilizing information under three headings:

All good social science researchers recognise that each investigative paradigm and their respective research tools (e.g. experiments, surveys, interviews, observations, questionnaires) is limited in its exploratory power but especially by its dependence on the interests, perspectives and skills of the researchers employing it. They determine the research questions pursued and the questions asked of the respondents. Constructivist researchers however, though they too focus on an area they deem deserving of research and carry their own biases, seek to explore the respondents' perspectives of those domains, what they consider important and construe from their knowledge and life experiences and why they act as they do. Participants in research also bring to the task their own orientations, including their suspicions about researchers' motives, their willingness to take part in the investigation and their personal gains from doing so. When the aim of the research is agentic change, these are critical considerations for research design, data analysis and interpretation. This chapter, after summarising the main tenets of personal and social constructivist theory, explores and evaluates constructivist methodology, illustrating benefits and limitations through examples from research practice of its tools and analytical procedures from research conducted by the authors and their doctoral researchers across and between disciplines and levels in higher education. Techniques used include repertory grids, narrative and pictorial methods used to study, inter alia, staff development issues and transformative doctoral learning. Caveats emerging from practice will be included that limit and focus appropriately the collection, analysis and interpretation of results. Finally, arguments are presented for why, when and how to adopt, or indeed to avoid, these approaches and methods within such research.

The use of comment cards is a very popular method for obtaining customer feedback in the hospitality industry. An investigation was made regarding the current status of comment card usage in hotel‐restaurants offering high quality, Sunday champagne buffets, in Las Vegas, Nevada, USA. Cards were assessed with regard to frequency and mode of availability, information content, service quality, card design, and management follow‐up. Although 81 per cent of the buffets made use of comment cards, problems were found with accessibility, comprehensiveness of information, questionnaire design principles and frequency of call‐backs.

There is an evolving literature on comparative international accounting (see Meek and Saudagaren (1990) and Wallace and Gernon (1991) for comprehensive reviews). Many of these studies utilise corporate annual reports either directly or indirectly. Direct usage of corporate annual reports has been used to explore a variety of topics. For example, Choi and Bavishi (1982) and Cairns, Lafferty and Mantle (1984) looked at the quantity and nature of corporate financial disclosure; Gray (1978) explored segmental disclosures; and Choi (1973) examined voluntary disclosure. Indirect usage involves data synthesised from annual reports. For example, Datastream and the Financial Times 500, inter alia, provide a selection of data, such as sales and profit figures, extracted from corporate annual reports. This data is then used by a variety of users, such as industrial analysts and academics.

While previous studies have described structural, process and social aspects of the healthcare communication space there is no overall model of it. Such a model is an essential first step to improving the operationalization and management of healthcare communication. The paper aims to discuss these issues.

This paper used a case study approach to study team-based communication on a palliative care unit. Non-participant observation, interviews and documents were analyzed using qualitative content analysis.

The analysis developed an overall model of the healthcare communication space that consists of five stages: purpose, practices and workflows, structures, implementation, and the development of common ground to support team-based communication. The authors’ findings emphasized that implicit communication remains a predominant means of communication and workflow issues at the individual level are a frequent cause of unnecessary group communication tasks.

To improve team-based communication we first need to develop protocols that support team communication needs such as loop closing of group communication tasks in order to minimize unnecessary individual communication tasks. We also need to develop common ground at the protocol, document and terminology levels as part of supporting team-based communication.

The purpose of this paper is to develop a coherent and robust methodology for social impact measurement of social enterprises (SEs) that would provide the conceptual and practical bases for training and embedding.

The paper presents a holistic impact measurement model for SEs, called social impact for local economies (SIMPLEs). The SIMPLE impact model and methodology have been tried and tested on over 40 SEs through a series of three day training courses, and a smaller number of test cases for embedding. The impact model offers a five‐step approach to impact measurement called SCOPE IT; MAP IT; TRACK IT; TELL IT and EMBED IT. These steps help SE managers to conceptualise the impact problem; identify and prioritise impacts for measurement; develop appropriate impact measures; report impacts and embed the results in management decision making.

Preliminary qualitative feedback from participants reveals that while the SIMPLE impact training delivers positive learning experiences on impact measurement and prompts, in the majority of cases, the intensions to implement impact systems, the majority feels the need for follow up embedding support. Paricipant's see value in adopting the SIMPLE approach to support business planning processes. Feedback from two SEs which has receives in‐house facilitates embedding support clearly demonstrates the benefits of working closely with an organisation's staff team to enable effective implementation.

Some key future research challenges are identified as follows: systematically research progress in implementation after training for those participants that do not have facilitated embedding; to further test and develop embedding processes and models (using SIMPLE and other methods) with more SE organisations to identify best practices.

The SIMPLE fills a gap as a tool for holistic impact thinking that offers try and test accessible steps, with robust measures. The innovative steps take SEs through all key impact thought processes from conceptualisation to embedding guidance, feeding into business planning and strategic decision‐making processes. The comparison between the limitations of stand alone impact training and the benefits of facilitated embedding processes is instructive.