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The purpose of this paper is to explore the barriers inhibiting horticulture product export from Nigeria, particularly to the UK, and identify those requiring resolution if global horticulture value chains (GHVCs) are to contribute to economic growth in Nigeria.

A single-case (embedded) research design was adopted. In total, 26 participants from five stakeholder groups (namely, farmers, exporters, air freight forwarders, aviation operators and government institutions) were selected for investigation to examine the research problem.

The empirical investigation showed that: the existing institutional framework, infrastructure and logistics issues, market penetration issues, stakeholders’ incompetence, food safety and quality issues, high transaction costs, operational challenges of exporting, neglect of agriculture and the existing airline market structure are prominent barriers that require resolution if horticultural product exports are to increase.

The study focuses on the analysis of five key stakeholder groups upstream in the supply chain. Further investigation should include stakeholders downstream (importers, wholesalers and retailers).

The specific case study of horticultural product export from Nigeria offers empirically rich insights into the barriers hindering the participation of Nigeria in GHVCs.

The purpose of this paper is to investigate, through metaphor analysis, the complex nature of the work undertaken by waiters and pursers on-board cruise ships. This is an under-researched field and empirical research has produced some interesting perceptions that these groups of workers have of themselves, of others, and of the world in which they work and live.

A total of 20 semi-structured interviews were conducted over the telephone from a sample of international participants. The data were analysed using a metaphor analysis.

There were three clusters of metaphorical illustration found: metaphors of the ship, metaphors of the environment, and metaphors of their occupation. The metaphors of the environment were split into two sub-clusters. One explored how participants understood the ship's space or work setting, and the second identified the strategies used as participants negotiated their way through their working and social lives. The stories collected from the workers have produced a very different but realistic perspective of the working lives of waiters and pursers.

Metaphors can only offer a partial view of a social phenomenon, rather than an all-encompassing view, which are furthermore specific to the research setting. Notably, for half of all participants English was not their first language, and consequently this may have had an impact upon their use of metaphors.

This research highlights the socio-employment relationship and complexities of working on cruise ships. In particular, it recognises behavioural learning practices and organisational bureaucratic utilities, which the industry relies upon for managing employees.

This study contributes new knowledge in an under-researched context exploring the sociological lives of hospitality cruise ship workers. The use of metaphor analysis has provided an interesting and useful route to extend understanding of cruise ship work.

A unifying theme apparent at this year's Symposium was the need for balance when lifting the veil of bank secrecy: (1) the need to protect civil liberties versus the need to fight crime; (2) the bank's need to balance its role as policeman while furthering its commercial objectives; (3) the necessity of weighing international cooperation against the awareness that individual nations jealously guard their own legislative regime; (4) the dichotomy of technology that serves both to protect and penetrate secrecy; (5) the balance required when investigating crimes.

Historically, the Further Education (FE) sector has always occupied the hinterland between the policy-heavy landscape that characterises the compulsory education sector and the fiercely independent Higher Education sector. Originally formed to give those who had not fully benefitted from their school education the opportunity to learn new skills and to be given a ‘second chance’, it gradually evolved into something that encompassed a far wider purpose of widening participation in education and also the promotion of social mobility. Because of this, the educational imperative has always featured strongly within the sector.

Recently this has been challenged by a shift to a more market-based approach that stresses neoliberalism, competition between providers and an economic imperative which can conflict with the original aims of the sector.

The sector has also increasingly been used to deliver government priorities, and given the quixotic nature of much of education policy, this has meant that the sector is required to be agile and responsive to a multitude of challenges. The colleges used as the two case studies in this chapter show that while it is important to ensure that the external metrics are met, if funding is available, then it is still possible to balance the educational imperative with the economic imperative with clear leadership and a strict focus on the college’s vision for their role within the sector. This means that the widening participation agenda can still be met, even if numerous barriers are put in the way.

Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies.

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

The authors make a clear statement about the connection between quality customer care, the importance of a service recovery strategy and the profitability of an organization.

Provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to‐digest format.

This paper seeks to examine the effectiveness of internal processes of service quality recovery for an international airline.

An action research methodology was adopted. The research involved: a review of available service quality literature; the identification of causes of failure/errors within the host company; the development of key lessons and management guidelines.

It is argued that, for service recovery to be effective, it must be external (to the customer) as well as internal (to the organisation). The need to incorporate employees and not overlook their significance, power and influence on the delivery of quality service is highlighted. Through comparison with another airline the findings re‐assert that service quality excellence can only be achieved through employee satisfaction, commitment and loyalty as a result of senior management commitment, focus and drive.

The methodology applied was appropriate, generating data to facilitate discussion and from which to draw specific conclusions. A perceived limitation is the single case approach; however, Remenyi argues that this can be enough to add to the body of knowledge. For further investigation, there is an ongoing opportunity for future research in the area of service quality, failure and recovery, as well as the service quality gaps within the airline.

Key lessons and management guidelines for improving service quality are presented.

The paper describes how an international airline has tangible service quality failure and recovery systems in place, but fails to capitalise on the data and information generated.

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.