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Smaller companies must continually review the pay‐per‐click (PPC) option or an organic listing on search engines. The purpose of this paper is to present a case study of a small manufacturing firm that is beginning to evaluate which search engine, Yahoo or Google, is more cost effective. Ultimately, management would like to identify if PPC advertising is worth the cost to a small company.

A one month's section of data from Yahoo and Google was examined. Patterns or indications as to which key word landed a better bid position was determined. Seven consecutive campaigns for click‐through rates (CTRs), average cost per click (CPC) and average position of keywords between the search engines Yahoo and Google were observed.

The average CPC was higher with Google. Kennedy Incorporated set a budget with Google and Yahoo to stay below a certain dollar limit, thus the total costs were the same. That would make the difference in the average CPC rather significant. Management also noticed a higher CTR on Yahoo than on Google. Thus it appears that Yahoo outperformed Google most of the time in the monthly samples.

Longer historical data need to be studied, to see if these patterns continue. Other statistics that would be interesting to examine are data that would reveal how CTR in Yahoo and Google are affecting conversions to sales.

It appears from this data that Yahoo is outperforming Google for Kennedy Incorporated with a better CTR and a lower variance in average position when listed on the screen by a return from a search. The company has the impression that Yahoo is a better company for PPC advertising when the marketing budget is small.

One aspect of the Clinton Healthcare Reform programme is to assist health maintenance organizations (HMOs) in collecting and analysing data for the purpose of continuous quality improvement. The HEDIS 2.0 quality performance measurement model is currently in use and endorsed by the National Committee for Quality Assurance (NCQA). Outlines a process using HEDIS 2.0 by which an HMO can identify crucial problem areas and track the success of the solution process. Discusses the use of other relevant statistical tools.

While individuals with an intellectual disability form a significant minority in the worldwide prison population, their healthcare needs require specialist attention. In Ireland, services for prisoners with intellectual disabilities need development. However, there is little substantive data estimating the prevalence of intellectual disabilities within the Irish prison system. The paper aims to discuss these issues.

The authors systematically review published data relating to the prevalence of intellectual disabilities in prisons in the Republic of Ireland. The authors searched four databases, governmental websites and corresponded with experts.

Little published data were elicited from searches except for one nationwide cross-sectional survey which reflected a higher prevalence than reported in international studies. Studies from forensic mental health populations are narrated to contextualise findings.

This study found that there is little data to accurately estimate the prevalence of intellectual disabilities in the Irish prison system and the limited data available suggests that this is likely to be higher than international estimates. The authors highlight the need for further research to accurately estimate prevalence in this jurisdiction, alongside the need to develop screening and care pathways for prisoners with an intellectual disability.

The purpose of this paper is to explore the consumer adoption literature on local food. This study discusses the applicability of traditional models of adoption and diffusion to understand new phenomena such as the development of local food networks.

A systematic review of the literature on the adoption and diffusion of local food systems was conducted.

A total of three main challenges within the literature on the adoption and diffusion of local food are identified: the lack of a clear definition of what constitutes local food, divergent market assumptions and divergent consumer assumptions. In addition, this study points to the need for new perspectives on consumer adoption and diffusion of local food practices.

This paper provides an overview of current local food research streams and contributes to the literature on consumer adoption and diffusion of local food consumption.

The purpose of this paper is to examine the expectations, perceptions and role understanding of academic staff using a model of academic competencies (i.e. time management, learning skills, technology proficiency, self-monitoring and research skills).

Semi-structured interviews were conducted with ten members of academic staff at a German university. Participants’ responses to the open-ended questions were coded inductively, while responses concerning the proposed model of academic competencies were coded deductively using a priori categories.

Participating academic staff expected first-year students to be most competent in time management and in learning skills; they perceived students’ technology proficiency to be rather high but their research skills as low. Interviews indicated a mismatch between academic staff expectations and perceptions.

These findings may enable universities to provide support services for first-year students to help them to adjust to the demands of higher education. They may also serve as a platform to discuss how academic staff can support students to develop the required academic competencies, as well as a broader conversation about higher education pedagogy and competency assessment.

Little research has investigated the perspectives of academic staff concerning the academic competencies they expect of first-year students. Understanding their perspectives is crucial for improving the quality of institutions; their input into the design of effective support services is essential, as is a constructive dialogue to identify strategies to enhance student retention.

The purpose of this study is to explore perceptions of successful collaboration by a group of professionals in primary health care, using service-dominant logic (SDL) as a theoretical framework.

This study carries out secondary analysis of the results from a Norwegian national survey on collaboration amongst professionals in primary health care services.

Findings illustrate that SDL can provide a theoretical framework for understanding health and social care services. The study provides evidence for the relevance of the theory at micro level. Viewing primary care through the lens of SDL enables an understanding of the applicability of market principles to health and social care. The study illustrates the relevance of the following principles: services are the fundamental basis of exchange; indirect exchange can mask the fundamental basis of exchange. Operant resources are the fundamental source of strategic benefit; actors cannot deliver value but can participate in the creation and offering of value propositions.

Awareness of the use of SDL in health care services can be positive for service provision and it could be incorporated as a supplementary perspective in educational programs for health care professionals.

Applying principles from SDL as a theoretical framework for primary care services challenges the conventional understanding of marketing in health services. This paper responds to the need for a more in-depth understanding of how SDL can help health care professionals recognize their role as participants in providing seamless health care at micro level.

Service researchers have been tasked with improving the well-being of consumers experiencing vulnerability. The current research aims to demonstrate how these consumers can experience empowerment through transformative service improvements to the traditional microfinance model.

To ground the research in a real-world setting with consumers experiencing vulnerability, the research team worked with a nonprofit microfinance organization offering loans to communities of Indigenous women entrepreneurs. The research team worked in six communities and conducted over 25 borrower interviews and 14 staff and volunteer interviews totaling 1,200 min of recorded content.

The present investigation of a unique approach to microfinance offers a new theoretical model, the service empowerment model (SEM), which illustrates how empowerment emanates from processes and outcomes at three distinct levels: micro, meso and macro. Recognizing that change occurs individually and also at familial and societal levels begins to challenge deeply rooted structural and cultural norms involved in the services ecosystem.

Originating from the microfinance service setting, the SEM can be explored, tested and implemented as a pilot program in a variety of service settings that involve transformative service initiatives (e.g. homelessness, refugees, etc.).

As society pursues solutions to the pressing problems of consumers experiencing vulnerability, the present research offers critical insights into how services should be designed.

The present research defines a new term, service empowerment, and creates a new theoretical model, the SEM, to aid in improving transformative service initiatives.

This study explored the role that Instagram, a prominent social media platform, plays in the consumer decision-making process of young adults (age 18–27 years) in the United States as they shop online for apparel and interact with the digital profiles of apparel brands. Specifically, this study compared consumers' purchase and post-purchase evaluation behaviors on Instagram between Millennials and Generation Z, and investigated the role of consumers' trust of Instagram on these behaviors.

A survey instrument was developed to explore critical variables, including consumers' purchase and post-purchase evaluation behaviors on Instagram, consumers' trust of Instagram, and demographic factors, adapting previous works from Ko (2018), Djafarova and Rushworth (2017), and Herrando et al. (2019). Survey responses were collected via the Qualtrics participant panel service (N = 226), then coded and analyzed using JMP Pro (Version 14.2).

Results indicated that statistically significant mean differences were present among several key variables, including between Millennial and Generation Z post-purchase behaviors on Instagram, willingness to share feedback about a brand experience on Instagram, and trust of content on Instagram. Additionally, it was determined that purchase and post-purchase behaviors on Instagram are significantly different depending on whether or not a consumer trusts Instagram and the content therein.

While online consumer behaviors have been previously studied, the impact of young adults' Instagram usage on their purchase and post-purchase evaluation behaviors in the apparel sector had not been thoroughly examined. The findings from this study provide meaningful insights on the purchase and post-purchase behaviors on Instagram of young adult consumers from different generational cohorts. They demonstrate that developing trust with young adults is critical to the success of brands trying to reach this demographic on Instagram.

Demand for long-term care services increases with population aging. This study aims to develop a conceptual model of elderly customers’ health-care experiences to explore the antecedents, mechanisms and outcomes of social participation in long-term care service organizations.

Using a two-phase data collection approach, this study collects data from 238 elderly customers in a long-term care service organization. The final data are analyzed through structural equation modeling.

The results show that care management efforts (i.e. customer education, perceived organization support, role modeling, perceived other customer support and diversity of activity) influence elderly customers’ psychological states (i.e. self-efficacy and sense of community), leading to increased social participation. In addition, high levels of social participation evoke positive service satisfaction and quality of life, both of which alleviate switching intention.

This study is one of the first conclusive service studies focused on the role of elderly customers’ social participation in their long-term care experience. The findings contribute to health-care service marketing and transformative service research, and expand understanding of elderly customers’ health-care experience, especially in long-term care service settings.

The purpose of this study is to collect the first empirical data on the cognitive state of elderly prisoners in Germany and to examine associations between cognitive function and sociodemographic, clinical and incarceration characteristics.

All prisoners aged 60 years and older of five prisons in North Rhine-Westphalia, Germany, were asked to participate. The cognitive screening instruments mini-mental state examination (MMSE) and the DemTect were used to assess global cognition. Executive functions were tested with the trail making test and the frontal-assessment-battery. The Patient Health Questionnaire (PHQ-9) was used to assess participants’ affective state.

The sample of this study consisted of 58 prisoners with a mean age of 65.52 years (standard deviation = 6.03); 82.8% are male. Using the MMSE with age- and education-corrected z-scores, 36.9% of the prisoners showed marginal or impaired global cognition scores. Using the DemTect, 41.4% of the prisoners were classified as being cognitively impaired. Up to 40% of the prisoners showed deficits in executive functioning and around 60% of the prisoners showed depressive symptoms. The correlation analysis revealed significant associations between cognitive scores and age (rho = –0.335, p = 0.014), education (rho = 0.309, p = 0.020), sentence duration (rho = 0.409, p = 0.007) and duration of current incarceration (rho = 0.302, p = 0.043). The DemTect total score was significantly associated with the PHQ-9 (rho = –0.335, p = 0.016).

A large group of the prisoners showed a higher prevalence of cognitive dysfunction than that observed in same-age people who are not incarcerated. Taken together, there is an urgent need for an adequate management of older cognitively impaired prisoners including routine cognitive testing and guidelines-oriented treatment of cognitive symptoms.

This study has several strengths. To the best of the authors’ knowledge, this is the first study examining the cognitive and affective state in a German prison population. The authors considered female and male prisoners, as well as different prison settings, representing a realistic prison sample. The authors used several neuropsychological instruments to get a more detailed insight into the older prisoners’ cognitive status while trying to consider the economy of time and possible attention deficits to prevent dropouts during testing.