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The aim of the paper is to extend and update previous research carried out in the period immediately following the unification of Germany in 1990. This period saw a rapid and substantial movement by (West) German retailers into the former German Democratic Republic. The paper examines, though a tracking study of the top German retailers, the status of those retailers some years on in terms of the extent to which they have assimilated their operations in eastern Germany and now regard them as merely a part of a united Germany. More importantly, the paper examines the extent to which the moves into the former East Germany have been used as a springboard to expansion in the former socialist states of central and eastern Europe in a period that has seen substantial and significant consolidation among German retailers.

The changes in the Czech Republic brought by the transition process had a significant impact on all sectors of the economy and none more so than on retailing. Presents the initial findings of a long‐term longitudinal study of clothing retailing in the Czech Republic examining the retail format and merchandise assortment structure of clothing retailing in the period of 1994‐1999. The research focused on Czech towns and specifically excluded the capital city of Prague. From the analysis of the retail format development two broad conclusions emerge. First, the smaller towns appear to be more conservative in terms of structural change. Second, there appears to be more extensive changes in retail format patterns occurring in the larger towns. .

Gambling is big business in the UK with an annual turnover of some £25 billion and for the past 40 years betting shops have been the most prominent and visible element within this market. This paper outlines the changes in the general locational pattern and the service environment of betting shops as a prelude to a description of the origins, characteristics and growth of sporting betting operations on the Internet. The paper then discusses some of the issues surrounding sporting betting on the Internet focusing particularly on the challenges it is seen to pose to traditional betting shop businesses.

Over recent years there have been massive changes in working life and workplaces. Across the 1990s there has been a marked increase in reports of work‐related psychological distress in the UK. This paper uses the results of the most recent Occupational Health Decennial supplement (Office for National Statistics (ONS) & Health and Safety Executive (HSE), 2007), based on nationally representative data sources on distress at work, working conditions, sickness absence and psychiatric morbidity to examine the reasons for the apparent increase in work‐related psychological distress.

Briefly covers the development of the “brand” concept in marketing before looking at the experience of the service brand. Outlines the development of the fast food sector in the UK and discusses the make up and growth of McDonalds, KFC and Burger King in turn. Gathers customer perception about each brand by the use of discussion groups. Concludes that the ideas of focus, consistency and value were key, together with community activities.

Provides a short case study of the growth and operation of retail store Matalan. Looks to offer simple insights into a new player in a retail scene where traditional successful retailers are now struggling. Draws upon material published by the company, available from its Web site and upon visits to a sample of Matalan stores, together with an in‐depth interview with a Matalan store manager.

Looks at the state of selling through digital technology and the types of business which have emerged in this sector. Reports on the findings of two surveys in the UK which highlight the nature and scale of customer concerns in the market. Concludes that the jury is still out on the future of (r)etailing and that the dramatic developments earlier envisaged may be scaled down as it is assimilated alongside traditional methods. States that growth will require more attention on the consumer and the addressing of their concerns.

The purpose of this paper is to examine if customer care (CC) can be directly linked to patient safety through a human factors (HF) framework.

Data from an online questionnaire, completed by a convenience healthcare worker sample (n=373), was interrogated using thematic analysis within Vincent et al.’s (1998) HF theoretical framework. This proposes seven areas affecting patient safety: institutional context, organisation and management, work environment, team factors, individual, task and patient.

Analysis identified responses addressing all framework areas. Responses (597) principally focused on work environment 40.7 per cent (n=243), organisation and management 28.8 per cent (n=172). Nevertheless, reference to other framework areas were clearly visible within the data: teams 10.2 per cent (n=61), individual 6.7 per cent (n=40), patients 6.0 per cent (n=36), tasks 4.2 per cent (n=24) and institution 3.5 per cent (n=21). Findings demonstrate congruence between CC perceptions and patient safety within a HF framework.

The questionnaire requested participants to identify barriers to rather than CC enablers. Although this was at a single site complex organisation, it was similar to those throughout the NHS and other international health systems.

CC can be viewed as consonant with patient safety rather than the potentially dangerous consumerisation stance, which could ultimately compromise patient safety.

This work provides an original perspective on the link between CC and patient safety and has the potential to re-focus healthcare perceptions.

The Government's stated aim to modernise health services has seen the establishment of agencies and safeguards designed to ensure quality and protect patients. This paper considers how those agencies and safeguards may serve to prevent the abuse of vulnerable adults.