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Reviews traditional measures of service quality. Argues that the constraints imposed by such measures mean that they can do little more than facilitate single loop learning. Outlines and evaluates an alternative generic approach, the template process, which operates within a process consultancy framework. Illustrates the application of the template to understanding service encounters through an exploration of the provision of funding for social housing. Highlights the ability of the template process to enable double loop learning. Discusses the implications of this for learning about service encounters and taking action.

Highlights the increasing emphasis on customers and service quality in the new public sector. Emphasises the bias towards hard, easily quantifiable data and a focus on external customers in the measurement of service quality. Explores relationships through which grants for social housing are bid for and allocated and the programme managed. Reviews measures of quality in relation to understanding such service relationships. Offers the Service Template Process within a process consultancy framework as an alternative. Findings emphasise the importance of partnership between the Housing Corporation, Local Authorities and Registered Social Landlords (Housing Associations) in ensuring quality in the funding of social housing and the need for longer time scales for joint planning activity. The suitability of the process to help highlight issues critical to a service relationship is also discussed.

Pursues the concept of fit, defined as congruence between the capabilities of an operation and the characteristics sought by the market it was set up to serve. Traces the design, development and testing of the Service Template for illustrating fit in service organizations. The technique compares the actual service experienced by a customer with his/her expectations of that service and it is able to incorporate both soft and hard aspects of a service package. Reviews literature on visual representation of fit in manufacturing and service operations and examines the suitability of existing devices. Uses a case example to illustrate the mechanics of the technique which was tested in 33 situations and is now offered as generically applicable. Identifies areas for future research.

This article focuses on one court case concerning the regulation of Anti-Abortion protesting and asks: (1) Do the various actors involved in this case recognize a tension between their actions and their broader beliefs concerning the regulation of political protests? (2) If this tension is recognized, how do the actors resolve it, and if it is not recognized, why is it not? While concerned with legal consciousness and cognitive dissonance, the article is framed by broader questions concerning tolerance and the interaction of law and political passions.

This study aims to investigate into the future of cancer and cancer research in preparation for a strategic plan for a cancer research centre.

The study used framework foresight, a method for creating scenarios and their implications developed by the MS program in Foresight at the University of Houston.

The study identified four scenarios: a continuation scenario in which progress in detecting and treating cancer progressed as it has over the past few decades, a collapse scenario in which attention was diverted from medical research due to a climate crisis, a new equilibrium scenario in which cost became the overriding concern for cancer treatment, and a transformation scenario in which individuals took control of their treatment through Do-It-Yourself remedies. Those scenarios suggested four strategic issues for the planning exercise: the growing volume of genomic and clinical data and the means to learn from it, the increased involvement and influence of patients in diagnosis and treatment, the ability to conduct research in a time of fiscal austerity and declining levels of trust in all professions, including medicine.

The paper not only provides guidance for cancer centers but also for medical practice in general.

The client used the scenarios and their implications as part of its considerations in strategic planning.

This paper represents the first time that Framework Foresight has been applied to a medical topic.

Association Football (football) is currently recognised as the world's most popular women's sport (Andersson & Barker-Ruchti, 2019; Dunn & Welford, 2017). In this chapter, we build upon a Foucauldian-informed feminist body of work (e.g. Barker-Ruchti & Tinning, 2010; Liao & Markula, 2009; Markula, 2003) to analyse the impact of the ‘shift in approach and purpose’ in the women's game (Rosso, 2010). And, in doing so, seek to explore how the relations of power operating in the context of women's elite and professional football have changed over the last 20 years. Moreover, we consider the implications of these changes for both elite female players and those responsible for their development and welfare. To achieve our aim, we compare the experiences of two players (Christine and Maria, pseudonyms) from opposite ends of the last 20 years, all the while recognising that the partial and situated insights we provide in relation to these shifts are inevitably tied to the intersections of marginalised (female) and privileged (white, able-bodied, heterosexual, middle-class) subject positions.

Professional careers have become more precarious in recent decades. Corporations today engage in downsizing even during profitable times, a practice that impacts workers throughout the labor force, including those with advanced degrees. Using a case study of women geoscientists in the oil and gas industry, I investigate how the increasing precariousness of professional careers reinforces gender inequality. The compressed cycle of booms and busts in the oil and gas industry permits an investigation into how women fare in precarious professional jobs. Extending gendered organization theory, I argue that three mechanisms are built into professional careers today that enhance women’s vulnerability to layoffs: teamwork, career maps, and networking. I illustrate how these mechanisms disadvantage women with in-depth portraits of three geoscientists who lost their jobs during the recent downturn in oil prices. Their personal narratives, collected over a 3-year period of boom and bust, reveal how a particular multinational corporation is structured in ways that favor the white men who dominate their industry. The rhetoric of diversity obscures the workings of gendered organizations during good times, but when times get tough, management’s decisions about whom to lay off belies the routine practices the reproduce men’s advantages within the industry.

The chapters in this volume are the fruit of a feminist revolution in sociology that transformed conventional ways of thinking about work in the 1990s. Prior to the feminist revolution, the most important sociological theories that accounted for gender inequality in the workplace were human capital theories and socialization theories, both of which blamed women workers for their lower status and pay in the workplace (Schilt, 2010; Williams, 1995). Human capital theories argue that men and women receive different pay-offs from employment because they invest differently in their careers (Padavic & Reskin, 2002; Blau, Ferber, & Winkler, 1998; Polachek, 1981). Men seek higher education, skills training, and overtime at work because they are family breadwinners whose major responsibility is to support their wives and dependent children. Meanwhile, women invest less in the human capital valued by workplaces because their primary commitment is to their families. This theory assumes the heterosexual nuclear family, which is no longer the typical family form (Coontz, 1997). This rational choice perspective also fails to explain recent trends in women's educational attainment and labor force participation rates, now estimated to be equal to if not greater than men's (England, 2010).

This study aims to provide a social accounting of early women's football as a form of consciousness raising, and to provide a platform to raise questions about the path of the future of the women's game.

Newspaper archival materials supplemented by books and journal articles.

British woman's football was repressed for 50 years by the football association.

This is a discussion paper, rather than a full academic manuscript.

This paper is designed to enable questions to be raised about equality, and what that means in 2022.

There is an opportunity to reconsider a “feminine” version of the field of football.

There is an opportunity to use feminist theories to consider the past and future of women's football.

We have conducted a study of academic faculty use of databases for research, their need for evaluative guides to databases, and the appropriateness of currently‐available guides. Although the response rate was low (19%), the follow‐up survey suggested only a minimal non‐response bias. Our findings suggest that academic faculty are typically unaware of the range of databases available and few recognize the need for databases in research. Of those faculty who do use databases, most delegate the searching to a librarian or an assistant, rather than performing the searches themselves. We identified thirty‐nine database guides; these tend to be descriptive rather than evaluative.