Increasingly, customers expect suppliers to deliver a high standard of service before and after purchase, and in a competitive market this can mean the difference between success and failure. Explores the role of employees in providing customer satisfaction, and ways in which management can support and motivate them. Concludes by offering hints to help leaders achieve this.
The purpose of this paper is to critically reflect upon the use of the term accountability in the twenty‐first century and its role in “remaking the world in favour of the…
The purpose of this paper is to critically reflect upon the use of the term accountability in the twenty‐first century and its role in “remaking the world in favour of the most powerful” using the theories of Pierre Bourdieu and Jacques Lacan.
The paper examines the notion of accountability by analyzing a case study of the hostile takeover of Manchester United Football Club by the Glazer family. The field of football presents an interesting arena in which to study accountability because of its extremely interested and active fans who search for information on every aspect of their clubs. Lacanian theory is drawn upon to add to understanding of the psychopathology which the demands for accountability and transparency place on individuals. Bourdieu's work on illusio is drawn upon to understand the motivations of the field of football.
The paper finds that calls to “hold the most powerful to account” in practice lack political force. Thus the case study demonstrates the common (mis)recognition of the term of accountability. The ability to correct the abuses of the most powerful requires power.
The conflation of Bourdieu and Lacan adds to understanding of accountability as an empty cipher with performative power.
Here are three contributions from mental health service users who feel very positive about the help and support they have received. David is from Kent and works with the Shaw Trust, who believe in releasing the potential of disabled people. John and Nettie work with Restore, ‘a creative mental rehabilitation service’ in Oxford.
Children's Book Week, which occurs during the last week of November, was first inspired by a speech delivered by E.W. Mumford of the Penn Publishing Company at the…
Children's Book Week, which occurs during the last week of November, was first inspired by a speech delivered by E.W. Mumford of the Penn Publishing Company at the American Booksellers Association (ABA) annual convention in 1912. Mumford regarded reading as an act of habituation. He said that a child raised on trashy novels will grow up to read such fare, but that a child instilled with a taste for better books will ultimately develop mature and catholic reading interests.
THIS number of THE LIBRARY WORLD closes one of the most distinguished years in the history of libraries. The opening of the National Central Library by the King on November 7th was undoubtedly the most important public happening in this country, not only of that particular day, but for a very long period. For the first time the highest personage in the land gave his countenance and approval to the work of the public library through the National Central Library which is its natural crown. In describing the Library as “a university which all may join and which none may ever leave,” His Majesty added a memorable phrase to library literature, and gave a new impulse to library activity.
This essay uses the sociology of race in the United States (as it pertains to the study of African Americans) as point of entry into the larger problem of what…
This essay uses the sociology of race in the United States (as it pertains to the study of African Americans) as point of entry into the larger problem of what implications and impact the body of theory known as “postcolonialism” has for American sociology. It assesses how American sociology has historically dealt with what the discipline (in its less enlightened moments) called the “Negro Problem” and in its more “enlightened moments” called “the sociology of race relations.” The first half of the essay provides a sociological analysis of a hegemonic colonial institution – education – as a means of providing a partial history of how, why, and when American sociology shifted from a more “global” stance which placed the “Negro Problem” within the lager rubric of global difference and empire to a parochial sociology of “race relations” which expunged the history of colonialism from the discipline. The second half of the essay applies postcolonial literary theory to a series of texts written by the founder of the Chicago school of race relations, Robert Ezra Park, in order to document Park's shift from analyzing Black Americans within a colonial framework which saw the “Negro Problem” in America as an “aspect or phase” of the “Native Problem” in Africa to an immigration/assimilation paradigm that tenaciously avoided engaging with the fact that Black resistance to conflict in America might be articulated in global terms.
Drawing on the case of the recent Belgian law on the “sharing economy,” this chapter develops a critique of the dominant discourse of platform-mediated work as fostering…
Drawing on the case of the recent Belgian law on the “sharing economy,” this chapter develops a critique of the dominant discourse of platform-mediated work as fostering the inclusion of individuals belonging to historically underrepresented groups (e.g., women with caring roles, people living in remote areas, individuals with disabilities, etc.) into the labor market. Exempting platform-mediated employment from social contributions and substantially lowering taxation, the law facilitates platform-based crowdsourcing firms’ predatory business model of capital valorization. The author argues that this business model rests precisely on the externalization of the costs of the social reproduction of this “diverse” labor through its precarization. These costs are not only externalized to individual workers, as often held. They are also externalized to the Belgian welfare state, and thus ultimately both to taxpayers and firms operating through classical business models, which fund the welfare state through taxation and social security contributions. For this reason, the debate surrounding platform-based employment might paradoxically provide a historical opportunity for recovering the Belgian tradition of social dialog between employers’ associations and trade unions. The author concludes by identifying key foci for action to ensure a better protection of workers of crowdsourcing firms including classifying them as employees, revising the conditions of access to social security protection, inclusive union strategies, the leveraging of technology to enforce firm compliance, and fostering counter-narratives of firms’ accountability toward society.
Presents suggested titles for libraries to obtain, selected from the 2001 Poets House Showcase at which 1,300 books of poetry from various publishers were displayed. Suggests a further source of information in this field.
IT has been asserted on occasion, but on uncertain authority, that most librarians do not read the Library Association Record and that those who did will now be satisfied with the more volatile Liaison which enables them to get their “news” about ten days earlier than the Record can supply it. If this is not the libel on our colleagues that we hope it is, there is little likelihood of their reading any librarianship publication and so our advocacy here of the immense interest of the 1956 Annual Report of the L.A. will impress them not at all. Nevertheless, we do commend it to their earnest scrutiny; first, because it is well written and, as a piece of composition, interesting, and second because it continues to be the account of a complexity of industry and active change which would have amazed and delighted, perhaps bewildered, the previous generation of librarians. This is stressed in the general paragraphs. A brief tribute to Past President Edward Sydney, which all sensible people will endorse, shows that a successful president now undertakes not only many works, visits, speeches and ceremonies at home but is visitor and speaker at conferences in such places as Paris, Trieste, the Gold Coast—to which, in Mr. Sydney's case but a year or so earlier, would be added his work in India and elsewhere. A good record.