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Considers the relationship between customer attitudes and actual performance. Explores transforming customer satisfaction indicators into factual service performance measurements. Stresses that the customer satisfaction survey is an indicator and examines the relationship between these indications and actual performance, asserting they must be correlated to an appropriate set of performance measurements. Distinguishes between measurement of customer satisfaction and measurement of service performance. Emphasises that measurement of customer satisfaction on its own is of less value and effectiveness than an approach which uses performance measurement, including quality and customer satisfaction measurements. Summarizes that customer satisfaction requires a number of ingredients, only a few of which can be accurately measured, but all need to be considered.

This study investigates why and when undermined employees exhibit deviant behavior toward coworkers. Drawing upon social exchange theory, coworker undermining reduces employee organization-based self-esteem (OBSE), which in turn, fosters employee negative reciprocal behavior in the form of interpersonal deviance. In addition, this study examines the moderating role of relational-interdependent self-construal (RISC) in affecting the indirect effect.

Data were collected from a two-wave survey. Participants were 316 employees of a service company in western China. Ordinary least squares regressions were used to test the hypothesized relationships.

Coworker undermining is positively related to employee interpersonal deviance, mediated by decreased employee OBSE. In addition, this indirect relationship is more salient for employees with a higher than lower RISC.

This study suggests that employee OBSE serves as an explanation for why coworker undermining leads to employees’ antagonistic consequences. Furthermore, this study highlights the boundary-condition role of RISC in the influence process.

Following Iraq's invasion of Kuwait in August 1990, the international community took vigorous, unprecedented steps to curb Saddam Hussein's military ambitions. The central component of these actions was a set of comprehensive arms, aviation, maritime, and economic sanctions, each imposed by the United Nations Security Council (UNSC). When the multinational coalition forces ousted Iraq from Kuwait the following year, the UNSC made these sanctions and embargoes a component of the armistice agreement. Over time, these sanctions were subsequently used as leverage to press for Iraqi compliance with relevant UNSC resolutions calling for Iraqi disarmament.¹

The ‘confidence agenda’ poses important new challenges for crime and disorder reduction partnerships in general and the police in particular. To date, the police have made only limited use of new forms of social media and where they have been used, the police have yet to realise their full potential. New approaches are suggested that would increase their effectiveness. The challenge for the police will be to find a way to embrace the spirit of the new social media in such a way that the content that is developed is convincing and feels authentic to users.

This chapter assesses the response by trade unions in New Zealand, Australia and Ireland to labour market deregulation since the 1980s. While these three countries have been on the front line of neoliberalism, and the traditional web of rules in each country has been weakened, change has occured unevenly, in part due to different union strategies. The chapter examines the ways in which unions employed institutional experimentations to defend the collectivist web of rules and strengthen labour standards. It argues that an augmented model of pluralism has emerged in all three countries in the form of stronger individual rights but that this is no substitute for collective bargaining mechanisms.

This chapter compares a ‘deific decree’ insanity case with constitutional originalism debates as a way to understand the boundaries of the legal person and the nature of law. The criminal defendant who claims innocence on the ground that ‘God told me to’ does not embody a conflict between law and religion, but a conflict between law’s demand for intersubjectivity and the subjectivity of a ‘higher truth known only to me’. In the same way, the originalist interpreter of the constitution rejects precedent in favour of a higher truth that need not be ‘like’ anything before. One approach to broaching this conflict between law and revelation is to understand law’s domain as temporal and incomplete – to imagine a humble rather than absolute law. On this view, the person is also not ‘absolute subjectivity’, but is compelled by legal fidelity to treat like alike and therefore under an obligation to imagine a ‘me’ as ‘we’. Or, to put it another way, to bring the person and the law into relationship is to reject a ‘revelatory’ interpretation of ‘original’ or ‘divine’ law in favour of an incompletely intersubjective common law that links me to we through customs and time. At the same time, by acknowledging law’s incompleteness, we can see unreasonable revelation sometimes as a possibility and not always as an insanity.

In jam festival music scenes, participants build elaborate networks that connect members formally and informally between music events. Largely regional in scope, participants form these networks to develop and perform scene identities and cultivate intimate social relationships. Emerging through cultivated “crews” and “camps,” members build hubs of interaction that sustain and persist well beyond the festival event to create a vital sense of belonging and place. While the affective relationships formed at music festival events tend to be temporary, diffuse, and episodic, scene networks provide a “portable” interactional infrastructure that promotes relational continuity and persistence. These networks also provide more pragmatic benefits to networked members in the form of social and subcultural capital exchanged for symbolic and material rewards within the scene. Drawing from nearly 20 years of formal and informal participant observation in festival scenes, I provide an analysis of these networks and articulate common practices that drive their formation and continuation.