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Outlines the policies of the Canadian Imperial Bank of Commerce in creating an organization in which its 48,000 employees are “customer obsessed”. Discusses participation in service/quality teams, highlighting their structure and practices, leadership and commitment to the scheme, communication and training, measurement and tracking and reward and recognition. Suggests four priority areas which emerge as critical requirements to building a sustained service improvement strategy through teams ‐ ownership, leadership, employee satisfaction and focus.

The purpose of this paper is to report on the application of information culture analysis techniques in the workplace. The paper suggests that records managers should use ethnographic sensitivity, if they want to have a constructive dialogue with records creators and users, and effect positive change in their organisations.

Two pilot studies were conducted in university settings for the purpose of testing an information culture assessment toolkit. The university records managers who carried out the investigation approached the fieldwork ethnographically, in the sense that they were interested in the perspectives of their end users, and tried to understand their information cultures, rather than imposing their recordkeeping concepts and procedures.

Information culture analysis was of practical utility in large complex organisations, providing an insight into behaviours, motivations, and most importantly promoted reflection and dialogue among organisational actors.

The paper raises awareness of the diversity of professional skills and knowledge required by records practitioners. It emphasises that to remain relevant to their organisations, records managers have to be receptive and sensitive to cultural influences.

This is the first study to compile statistical data to describe the functions and responsibilities of physicians in formal and informal leadership roles in the Canadian health system. This mixed-methods research study offers baseline data relative to this purpose, and also describes physician leaders’ views on fundamental aspects of their leadership responsibility.

A survey with both quantitative and qualitative fields yielded 689 valid responses from physician leaders. Data from the survey were utilized in the development of a semi-structured interview guide; 15 physician leaders were interviewed.

A profile of Canadian physician leadership has been compiled, including demographics; an outline of roles, responsibilities, time commitments and related compensation; and personal factors that support, engage and deter physicians when considering taking on leadership roles. The role of health-care organizations in encouraging and supporting physician leadership is explicated.

The baseline data on Canadian physician leaders create the opportunity to determine potential steps for improving the state of physician leadership in Canada; and health-care organizations are provided with a wealth of information on how to encourage and support physician leaders. Using the data as a benchmark, comparisons can also be made with physician leadership as practiced in other nations.

There are no other research studies available that provide the depth and breadth of detail on Canadian physician leadership, and the embedded recommendations to health-care organizations are informed by this in-depth knowledge.

Researchers have a wide range of tools for health assessments to choose from, some of which can be lengthy and time consuming. The purpose of this paper is to examine a potentially shorter alternative, the EQ‐5D instrument, with a community dwelling population sample of older people. Data was obtained using trained interviewers from a randomly sampled crosssectional survey of community dwelling older people. 423 people aged 70‐99 were interviewed. Information was obtained relating to activities of daily living, the EQ‐5D, the EQ‐VAS, the SF‐36, use of health and social care services and the presence or absence of a limiting illness, disability or infirmity. In terms of construct validity, the EQ‐5D was able to distinguish between hypoThesised differences in the sample that could be expected to reflect differences in health‐related quality of life. The EQ‐5D items correlated well with conceptually similar items. Completion rates for the EQ‐5D items were good, ranging from 98.3‐98.8%. Completion rates for the EQ‐VAS were 98.1%. The results suggest that the EQ‐ 5D may provide a valid measure of health‐related quality of life in a cross‐sectional population sample of older adults, although the emphasis of the scale is very much on physical health and functioning. The results for the depression/anxiety item suggest that additional information may be needed if mental health is of concern.

Managers of information units with limited budgets must find little comfort in the endless stream of ‘never had it so good’ articles. Microcomputers are daily becoming more powerful and less expensive, today giving computing power that 10 years ago only me largest institutions with access to mainframes could command. Specialised library software capable of handling all the housekeeping and retrieval requirements can be purchased for mere thousands of pounds. And, with a little ingenuity, general purpose software for a fraction of those prices can be purchased and cobbled together to form a workable system designed to meet specific needs.

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.

This paper reports the results of a study on the half‐yearly reporting compliance practices of Australian and Singapore listed companies. The possible influence of four contingent variables (country of origin, industry, company size and debt leverage) upon compliance practices is considered. In relation to the issue of half‐yearly reporting, a theoretical framework developed by Thomas (1991) is utilised by linking the variables examined to compliance practices adopted. 186 half‐yearly reports were examined for this study in the 1995/6 fiscal year from Australia and Singapore. The degree of compliance was measured using a compliance index. A series of statistical tools, namely analysis of variance (ANOVA), independent sample t‐test, logistic and multiple regressions, were used to analyse the data collected. Tests conducted to examine whether there was a significant country‐effect upon compliance practices adopted found overwhelming evidence to conclude that Singaporean companies' compliance was significantly higher than their Australian counterparts.

AS A RESULT of present economic problems in Britain and attendant cuts in spending, there is a need to achieve maximum cost‐effectiveness in all sectors of public spending including libraries. This article examines a simple method by which economies could be made in buying multiple copies of books. It is assumed that unless librarians have freedom to buy a single copy of any book they choose, they will not achieve the breadth and depth required of first‐class libraries, be they in the public sector or in academic institutions. Perhaps second copies need cause little concern, but a pilot survey of a polytechnic library revealed cases where as many as four, six or even eight copies of the same edition had been bought on one occasion before the effectiveness of a lesser purchase could have been evaluated.

The purpose of this study is to propose a definition and model of social sustainability within the ambit of systems theory and to test it on hospitality e-distributors. The study suggests that social sustainability arises through the congruence among the interrelated components of social innovation, societal demand and social stakeholders in a transformation model and it can be assessed to whether and how this congruence addresses to the equity principles.

The study provides a case analysis on two selected hospitality e-distributors – Booking.com and Airbnb. The data obtained from a video-based content on managerial interviews were triangulated with the data of corporate disclosures and expert views derived from a focus group study.

The study reveals that both companies affect the intra-generational, procedural and geographical equity principles across physical and virtual communities so long as they take the advantage of their strategic positions. While Booking.com transforms its own industry, Airbnb disrupts the entire system by blurring the boundaries between market and non-market as well as touristic and non-touristic areas.

The study contributes to the practitioners by showing how to configure and assess the social sustainability of their organizations at the different contexts.

The study provides a holistic perspective on social sustainability by linking the concept with social innovation, societal demand and social stakeholders and highlighting its contribution to equity principles.

Despite the proliferation of studies, the authors have very little understanding on the social pillar of sustainability. The current study fills the gap by addressing these conceptualization and measurement challenges in the literature.

The purpose of this paper is to explore the concept of information culture in Mainland China and apply the information culture framework to an organizational setting.

The foundation for the research is provided by a review of Chinese and English language literature and a case study of a university library was conducted, involving semi-structured interviews.

The information culture framework facilitated identification of factors not recognized in previous information culture research, including uniquely Chinese factors of egocentrism, guanxi (relationships), mianzi (face), hexie (harmony) and renqing (mutual benefit). A further finding highlighted the profound differences between archives and library institutions in China.

The paper provides the first step toward further exploring features of Chinese organizational culture which will not only influence information management practices but also highlight the issues relating to collaboration between libraries and archives in China.