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Limited attention has been given to the stability of the dimensions of quality across different types of internet retailing. This study aims to identify four distinct categories of internet retailing, develops a separate quality measurement scale for each category, then compares the dimensions of quality that emerged for each context.

Four category‐specific quality measurement scales (or RECIPE scales) were developed, one for each Fulfilment‐Product type of internet retailing. The scales were administered to 1,262 internet shoppers, then the data were used to refine and assess the statistical properties of each instrument. A cross‐category review of the refined quality dimensions was performed.

All four categories of internet retailing involve the quality dimensions of customer service and security. However, the dimensions of quality associated with selecting, paying for and obtaining products vary according to the type of product that is purchased (goods versus services) and the fulfilment method (offline versus electronic).

There are four category‐specific variations of internet retailing quality. This study provides a framework for distinguishing and measuring each variation.

The “one‐size‐fits‐all” approach to measuring and managing internet retailing quality is not sufficient. Managers should develop quality management strategies that cater to the purchase and fulfilment requirements of customers in their type of internet retailing.

This study delineates internet retailing into four categories and presents a quality measurement scale for each category. This includes scales for three categories where such instruments do not otherwise exist.

This paper aims to respond to claims by Collier and Bienstock and Rossiter that reflective measurement is wrong for internet retailing service quality (IRSQ). The research empirically assesses Rossiter's proposal that the C‐OAR‐SE procedure for index development will generate a more valid way to measure IRSQ than is otherwise available.

C‐OAR‐SE is used to develop a formative IRSQ index. The index is administered to internet shoppers in an online survey. The index is compared with an existing IRSQ scale in terms of content, parsimony, measurement scores and criterion validity.

The scale and index display parity in content, parsimony and measurement scores, while the scale shows higher criterion validity. The results contradict Rossiter's claims and foster doubt regarding the usefulness of C‐OAR‐SE's formative measurement procedures.

IRSQ can be conceptualised as reflective or formative, but C‐OAR‐SE does not necessarily generate a better way to measure the construct. Furthermore, implementing C‐OAR‐SE unearths problems with the procedure.

Multiple variations of IRSQ exist, as well as multiple views on how to measure the variations and differing degrees to which the variations are actually measured. Crucially, the situation is not as bleak as Collier and Bienstock or Rossiter suggest: the literature does offer sound, valid IRSQ measurement scales.

The paper resolves unwarranted criticisms of IRSQ scales, highlights the limitations with some scales, offers the first complete example of using C‐OAR‐SE to develop a new index and lends applied support to theoretical criticisms of C‐OAR‐SE.

The objectives of this paper are to examine the stability of the dimensions of quality across various categories of internet retailing and to identify the quality criteria that are associated with each category.

Interviews are conducted to examine the quality requirements of internet shoppers relative to four categories of internet retailing. A quality criteria model (or RECIPE) is developed for each category and a comparison of the instruments is performed.

All four categories of internet retailing involve quality dimensions of “web site”, “transaction”, “delivery”, “customer service”, and “security”. However, the criteria within these dimensions are not stable across the categories. Most of the differences relate to the transaction and fulfilment processes.

In measuring and managing internet retailing quality, “one size does not fit all”. Quantitative research is required to develop and refine quality measurement scales for the three categories of internet retailing for which such instruments do not exist.

Managers should use category‐specific quality management tools to ensure that the purchase and fulfilment requirements of customers are addressed adequately and appropriately.

Because most studies assume that all types of internet retailing are much the same, they have proposed general‐purpose scales for measuring quality. In contrast, the present study identifies and describes four category‐specific variations of internet retailing quality.

The absence of a theoretically sound framework for delineating the various forms of Internet retailing may negate recognition of situation‐specific issues or engender insights being drawn from, and applied to, incompatible contexts. To address this gap, the fulfillment‐product classification scheme that segments Internet retailing into four categories was developed. Efforts were then directed towards providing a more detailed examination of perceived Internet shopping value than has to date been performed by examining the sources and inhibitors of utilitarian and hedonic value relative to each fulfillment‐product category. The interviews with experienced Internet shoppers generated theoretical and managerial insights pertaining to value, while the classification scheme has applications beyond that of the current research topic.

At the heart of health and social care services is the pursuit of safety and dignity. Legislation and organizational policies are the main way in which statutory and independent organizations’ are tasked with enabling adults with mental health services along the road to recovery. Safety is an intrinsic motivator and basic need.

There is increased political recognition that social policy including the Mental Health Act 2007, which is a cornerstone, is in need of reform. A Conservative Manifesto pledge to reform mental health legislation is based upon the need to mitigate discrimination.

The chapter will explore the interrelationship between “poor outcomes” within the black community and safety; consider the opportunities to move from organizational complacency as a result of new policy and legal frameworks; and promote the view that developing a new discourse around safety is an integral part of improving outcomes for service users, particularly those who are poorly served currently.

A literature review plus reference to case studies will form the basis of the chapter ent and modern racism?

This study aims to examine aspects of children’s sustainability socialization. Many studies examine children’s attitudes to sustainability. However, few studies build an understanding of how, where and when children are socialized to sustainability.

Interviews with 30 children explore the socializing agents (who), learning situations (where), learning processes (how) and learning effects (what). The study also delineates and compares the environmental, self and social dimensions of sustainability.

Socialization to environmental sustainability is highly structured and formal, and children rarely go beyond the knowledge and actions they are taught. Socialization to the self dimension combines formal and informal mechanisms with a greater propensity for elaboration and generalization. Meanwhile, socialization to societal sustainability involves unstructured and individualized processes and outcomes.

This is an exploratory study. Future research could develop scales to measure children’s sustainability dispositions and actions. Researchers could then use such scales to examine the sustainability socialization of children from other demographic and cultural groups.

The findings indicate that children are often positively disposed towards sustainability but lack the knowledge and direction needed to exercise this desire. Thus, marketers should more clearly articulate how their product solves a sustainability problem.

This paper could inform sustainability education policy. It has practical applications in the area of sustainability curriculum design in schools.

Being the first study that explores children’s socialization to three dimensions of sustainability, this paper provides a unique contribution to consumer behaviour theory and would be of interest to academics, practitioners and social marketers.

IN this issue we conclude our symposium on Modern Library Planning, and although it is not as complete as we could wish, it has certainly proved to be one of the most interesting subjects we have been able to deal with in recent years. We regret that lack of space has prevented us from including some interesting details about new libraries, and that we have laid ourselves open to the criticism of over‐crowding. We hope, however, that we shall be able, from time to time, to add further material as the occasion warrants. We had hoped to obtain a description of the Central Library Extension of the Hull Public Libraries, but this has, unfortunately, proved impossible. Lancashire County Library, too, is constructing four new branch libraries, an account of which we should have liked to include. Plymouth may be mentioned as still another library of which the material was not ready in time for our symposium. Also, we are sorry to have had to omit some of the illustrations which librarians have been kind enough to offer us for reproduction. In spite of these omissions, however, we have been able to gather together much that is new and interesting in modern planning, and one of the points that is well worth notice is the willingness of librarians to experiment in new ideas, even if conservatively.