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The purpose of this paper is to better understand the concept of “confidence”, to assess its relationship with customer contact and to identify the dimensions and triggers of “confidence” in an important organisation with which many people may have only limited contact.

The research was commissioned by the Northamptonshire Police in the UK and was based on data collected through focus groups held in the area. The groups were split into individuals who had limited contact with the police and individuals who had traumatic dealings with the police (e.g. had been the victim of a serious crime).

The findings supported earlier research which suggested that there was a fall in confidence after contact with the police. The analysis of the discussions revealed four key dimensions of confidence (i.e. what made people feel confident). Several types of confidence triggers were also identified, over some of which the police have control, pre‐contact, during contact and post‐contact.

The research focused on one public sector organisation using a small number of focus group interviews.

Organisations can influence, at least to some extent, consumer confidence before use. The research also questions whether some organisations should assess confidence rather than, or in addition to, satisfaction.

“Where HAS that book been reviewed?” This question seemed to arise daily during my work as Adult Services Consultant for an upstate New York library system. Since I was responsible for the selection of new titles for the system pool collection as well as preparing buying lists for member libraries, I felt the need to have some way of “pulling together” all the reviews for new titles as they appeared in the book review media. It seemed to me that the book review indexes currently being published were inadequate in several ways, especially in the timely listing of current reviews and in the fact that you usually had to know the author's name in order to find citations to the reviews. How did I progress from perceiving a need for a more current listing of citations to book reviews and actually publishing my own index, Title Index of Current Reviews? Initially, several seemingly unrelated events led me in the direction I was eventually to take.

The discussion about public sector performance is still present today, despite the profound research that has already tried to address this subject. Furthermore, theory links negative effects on organizational performance with increased levels of organizational complexity. However, literature thus far did not succeed to put forward a successful theory that explains why and how public organizations became increasingly complex. To answer this question, we argue that increased organizational complexity can be explained by viewing public organizations as the hybrid result of different institutional logics, which are shaped by various management views. However, former research mainly concentrated on the separate study of management views such as traditional public management (TPM), NPM, and post-NPM. Although appealing, research that approaches hybridity from this perspective is fairly limited.

We conducted a literature review in which we studied 80 articles about traditional public management, NPM, and post-NPM.

We found that these management views essentially differ on the base of three fault lines, depending on the level of the organizational culture. These fault lines, according to the management view, together result in nine dimensions. By combing dimensions of the different management views, we argue that a public organization becomes hybrid. Furthermore, in line with findings of contingency theory, we explain the level of hybridity might depend on the level of tight coupling for a given organization. Finally, we developed propositions that explain hybridity as the result of isomorphic forces, organizational change, and organizational resistance to change and that link hybridization with processes of selective coupling.

The value of this chapter lies in its real-life applicability.

The purpose of this paper is to review the status of biosignal measures of female sexual arousal with a view to examining the feasibility of such procedures in a forensic context. Although adult women represent the minority of sexual offenders, female perpetrated sexual abuse has been gaining increasing attention in the forensic psychological literature as criminal justice is confronted with female offending populations to a greater extent than previously recognised.

Psychological assessments of sex offenders have tended to be over-dependent on the use of self-report measures (i.e. an individual's appraisal and report of their emotional state of sexual arousal). There is a dearth of empirical knowledge concerning the psychophysiological assessment of female sexual interest in general and especially so for female sex offenders. Physiological measures are those that rely on directly observable physiological responses of the individual in order to identify patterns of sexual interest or arousal.

Because deviant sexual interest (in children or the use of violence) as assessed by penile plethysmography, has been established as one of the strongest predictors of recidivism in male sex offenders (and as a viable alternative to self-report methodologies), an analogue measurement approach for female sex offenders is desirable. This paper considers: first, theoretical problems (e.g. what does female physiological arousal mean in terms of sexual arousal/desire?; second, technical measurement problems (e.g. reactivity of the measure in within subject designs); and third, procedural/ethical problems (e.g. invasiveness of the application).

While a number of physiological assessment devices are considered in this paper, the paper discusses the labial photoplethysmograph as a promising method for female sexual offender populations.

The practical approach to quality assurance taken at the Mental Health Foundation (Mid‐Staffordshire) is described. It emphasises an approach which could be understood by everyone and sets out the key factors in its success. Focusing on the systems and the culture developed within the unit, it demonstrates how to get the balance right.

Purpose – Statistics about the level of crime continue to attract public and political attention but are often presented in conflicting ways. In England and Wales, police-recorded crimes are no longer considered “national statistics” and, instead, the crime survey of England and Wales (CSEW) is used. However, it is not clear why partial population data (e.g., police-recorded crime) are considered less reliable or valid for measuring temporal crime trends in society than inferential statistical estimation models that are based on samples such as CSEW. This is particularly the case for approximating rare events like high-harm violence and specific harmful modus operandi (e.g., knife crime and firearms). In this chapter, the authors cross-reference victim survey and police-recorded data to determine similarities and contradictions in trends.

Methods – Using police data and CSEW estimates, the authors contrast variance and logarithmic trend lines since 1981 across a range of data categories and then triangulate the results with assault records from hospital consultations.

Findings – Change in crime rates in recent years is neither as unique nor extreme as promulgated in media coverage of crime. Moreover, analyses show conflicting narratives with a host of plausible but inconclusive depictions of the “actual” amount of crime committed in the society. The authors also conclude that neither source of data can serve as the benchmark of the other. Thus, both data systems suffer from major methodological perils, and the estimated crime means in CSEW, inferred from samples, are not necessarily more valid or accurate than police-recorded data (particularly for low-frequency and high-harm crimes). On the other hand police-recorded data are susceptible to variations in recording practices. As such, the authors propose a number of areas for further research, and a revised taxonomy of crime classifications to assist with future public interpretations of crime statistics.

Originality – There is much public and academic discourse about different sources of crime measurement yet infrequent analysis of the precise similarities and differences between the methods. This chapter offers a new perspective on long-term trends and highlights an issue of much contemporaneous concern: rising violent crime.

Purpose – In order to explore how gender and sexual politics are played out in everyday practice within both the extreme right and jihadi-Salafist movements online, this chapter analyzes the content of two women’s only forums: The Women’s Forum on Stormfront.org and Women Dawah, a Turkish language pro-IS group chat on Telegram.

Methodology – The Women’s Forum and the Women Dawah data sets were analyzed using structural topic modeling to uncover the differences and similarities in salient topics between White Nationalist and Islamic State women-only forums.

Findings – The cross-ideological and multi-linguistic thematic analysis suggests that the safety of online spaces enables women to be more active, and serves digital support network for like-minding individuals. It also highlights that religion and ideology, whilst interwoven throughout posts on both platforms, they were more explicitly discussed within Women Dawah data.

Originality/Value – This research uses a unique data set which was collected over one year to conduct a cross-ideological and multi-linguistic thematic analysis, a relatively uncommon approach.

This paper aims to explore a case study example of the decision‐making process that occurs within complex organizations. It exposes a murky “zone” of decision making and action between the strategic vision set by senior management and the work of teams to realise projects.

A case study from the experience of one of the authors is used to illustrate the activities in this “zone”. The lessons from the case study are supported by emerging project management and general management literature. The paper is exploratory in nature and the case study used provides a useful vehicle for reflection and sensemaking.

The “zone” is metaphorically described as a highly complex and dynamic organism. Operating in the “zone” requires agility and an understanding of both the project and the organizational environment to cope with the demands of its chaotic nature. The paper's conclusions indicate that the traditional command‐and‐control management style is counter‐productive in today's organizations.

Key implications include the need for project managers and their teams to be politically astute and sensitive to the needs and pressures of a wide range of project stakeholders. A methodology and tool for visualising the influence of stakeholders can be of considerable use and a flexible style of decision making is necessary to manage within the inherent uncertainty, complexity and chaos found in projects and organizations like the one illustrated by the case study.

Shows that a paradigm shift in management thinking is needed to succeed in managing projects and their teams within the turbulent environment of a modern matrix organization.

Surface profile is crucial says Sleeman. Consistent and predictable surface profile has always been important for the subsequent adhesion of coatings systems and hence their ability to withstand corrosion.