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A customer of Xtrip (name disguised) booked an airline ticket online but was told that the ticket was invalid while boarding from a foreign airport. The solution provided by the customer service representative did not work, and the customer was nearly arrested by the local police as a suspected fraud. On his return, the customer demanded a written apology from Xtrip to restore his reputation. What should the company do?

The purpose of this paper is to argue that the use of legally and ethically dubious methods in ethnography can sometimes be justified in the pursuit of new knowledge. The paper offers reflections on the risks that participatory methods of enquiry can bring upon both researcher and research participants, particularly in terms of the physical and reputational risks that researchers must face when adopting ethnographic methods in unwelcoming research environments.

Ethnographic methods, specifically participant observation (PO), were adopted to penetrate a gang of criminal ticket touts in the UK through a gatekeeper who provided access to knowledge and experience.

Pushing the legal and ethical boundaries of research is not only justifiable, but sometimes necessary in the discovery of new, socially valuable and otherwise unobtainable knowledge. Ethnographic research and PO are the only methods through which it is possible to gauge an understanding and appreciation, and thus present a valid depiction, of deviant and hard to access groups. As such, the use of these methods can sometimes be justified, within certain parameters.

This research adopts ethnographic methods in the under-researched and topical area of black market ticket touting in the UK. Ethnography alone, through an “internal” understanding of the participants’ viewpoints, can reveal that much of what is discussed in the media and in Parliament is inaccurate. The paper builds on the existing literature on touting and on conducting illegal research, and offers reflections on why these methods can sometimes be justified.

In October 1976 the University of Kent at Canterbury Library implemented an on‐line circulation control system. Based on an Interdata 74 mini computer and using Plessey light pens, a Pertec VDU and a teletype, the system (KLACS) operates for 84 hours a week. The system was designed to include all the features available under the manual system together with the automatic production of lists, recall notices and statistical data. The file specification and the input/output facilities are described in detail.

This chapter considers a narrative attuned to the tensions of bicultural performativity (blackness and whiteness) and how that performance relates to the politics of dislocation within the context of pursuing an advanced degree at a prestigious university. It does so by providing moments from my own narrative of self that focuses on an interrupted and hybridized racial project. In this chapter, I attempt to engage the reader by communicating the subjectivity of such moments in a provocative, fragmented, and emotionally charged self-reflexive manner. My own narrative, its performative element, and its racialized nature, are then considered in relation to larger sociological contexts and forces that present bicultural racial formations and their boundary transgression as a regulatory mechanism. Out of these narrative examples, I emphasize the growing centrality of performance studies as a frame of analysis.

The purpose of this paper is to investigate customer perceptions of their own contribution to service provision, in order to enhance our understanding of customer contribution and its dimensions.

In total, 27 in-depth interviews were conducted across nine service contexts. Qualitative data were then analyzed to identify the various dimensions of customer contribution.

First, the study contributes to the understanding of customer contribution in identifying physical, mental, and emotional dimensions. The physical and mental dimensions of customer contribution are represented by activities, while emotions comprise mood and emotional states. Second, relationships among the three dimensions were identified; in particular, physical and mental activities were found to influence customer emotions. Third, the findings reveal that customer understanding of their own contribution to service provision encompass the co-creative sphere of customer and provider, and extends to the customer-sphere before the service encounter.

The qualitative study is limited in terms of generalizability, since the 27 interview cases were based on nine interviews each covering three service settings. Further research is needed to investigate how the dimensions of customer contribution are linked to different outcomes (e.g. service value, satisfaction, loyalty), thus providing a quantitative validation of our findings.

Understanding the customer contribution to service provision is pivotal for service design. Service managers need to reflect on how the different dimensions of contribution manifest in their existing or potential service offering, since physical and mental customer activities shape their emotions, which in turn impact on the service experience and value.

Little in-depth research has been conducted on the nature and dimensionality of customer contributions to service provision, particularly with regard to perceptions of their own contribution. Most previous empirical research on customer contribution is limited to a specific context and concerned with customer behaviors. Hence, this qualitative study examines customer contribution across different service context, focussing on customer perceptions in terms of physical, mental, and emotional contributions to service provision.

There is a gap linking organisational risk profiles to real people. Yet people are core to all risk/reward decisions, both at an organisational and a personal level. If an organisation is the aggregate of the decisions made by its people, how can aggregation be carried out sensibly; how can concordance between the organisational risk/reward profile and its people’s be ensured; what tools might help? The paper concludes with suggestions for areas of potentially fruitful research into how personal risk/reward profiles can be assessed and analysed to inform organisational risk/reward decisions.

The purpose of this paper is to study the traffic‐police enforcement process and develop models to improve enforcement effectiveness given substantial budgetary and resource constraints.

The formulation crosses the concepts of lean manufacturing and linear programming. Traffic police officers, automated machines and the back‐office are modeled in a similar manner to that of a manufacturing plant, working together to achieve ticket production as a function of quantity and quality, based on a preferential ranking of offence types.

Using data from the Israeli traffic police over a six‐year period, the case study shows that given available resources, it is possible to retain ticket quantity whilst significantly improving ticket quality as defined in the road safety literature. The case study shows a 24 per cent increase in quality ticket processing whilst taking into account the court summons constraint and maintaining throughput levels. This draws from changes in the method of ticket‐production, production of warnings rather than tickets in certain cases and the application of new technologies.

The results are limited by the current lack of data and require a cost‐benefit analysis in order to further develop certain parameters.

The application of the approach improves the holistic planning of traffic enforcement activities as well as providing specific details, such as the number and distribution of ticket production.

This research merges three disciplines; operations research, road safety and operations management, generating a methodology for the planning and control of traffic police ticket issuance, which has not been analyzed in the literature to date.

Currently, there is a conflict in developing countries between the requirements for the self-development of forestry and the insufficient investment in the forestry sector, and the forest ticket system is an innovative forestry management method to solve this contradiction. In the research on the forest ticket system, the study of its price formation mechanism is relatively important. The key issues of the forest ticket system are how to form the forest ticket price and whether the forest ticket pricing methods are reasonable. Solving these problems is the purpose of this study.

This study will use three methods, namely the forest ecosystem service value evaluation index method, the ecosystem service value based on per unit area evaluation method and the contingent valuation method, to study the forest ticket price formation mechanism, filling the gap in the current research on forest ticket pricing methods. It will analyze how these three pricing methods specifically price the forest ticket and evaluate whether these pricing methods are reasonable. This study will then summarize and comprehensively study the forest ticket price formation mechanism and provide policy recommendations for decision-making departments.

The contingent valuation method and the forest ecosystem service value evaluation index method should be mainly used and given priority in the forest ticket pricing process. When the forest ticket is mainly issued for local residents' willingness to compensate for the forestry ecological value, the contingent valuation method should be mainly considered; when the forest ticket is mainly issued for compensating for the ecological value of local used forest land, the forest ecosystem service value evaluation index method should be mainly considered. The ecosystem service value based on per unit area evaluation method does not need to be the focus.

Compared with existing research studies, which focus more on the forest ticket system itself and the definition of forest ticket, this study mainly focuses on the forest ticket price formation mechanism, emphasizing how to form the forest ticket price and whether the forest ticket pricing methods are reasonable, which has a certain degree of innovation and research value and can partially fill the gap in related fields. At the same time, this study has certain help for the enrichment of the forest ticket system and the extension of related research studies.