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Examines and reports the customer retention practices of Frontier Bank as it provides telephone banking services to business customers. Assesses whether those practices at Frontier Bank reflect extant theories, and whether extant theories can explain customer retention practice in this context. Reviews two theoretical discussions on customer retention, discusses telephone banking services, describes and analyses four retention practices of Frontier Bank, and identifies gaps in both practice and theory. The findings suggest, first, that managers at Frontier Bank applied very few of the prescriptions suggested by extant theories. Managers of similar telephone banking operations could benefit from applying extant customer retention theory in their businesses. Second, authors are too simplistic in assuming that extant theories on customer retention are applicable in any business situations. States that researchers should be cautious in offering generalized customer retention strategies and should consider developing models of customer retention which take account of variations in business context.

Responding to suspected financial abuse in residential aged care provides particular challenges to care managers. This paper aims to explore responses to financial abuse by care managers and the knowledge, policies and principles that guide practice in this context.

The research is part of a larger project exploring financial asset management and financial abuse in residential aged care in Australia. The thematic analysis reports on responses of care managers in 62 aged care facilities to survey interview questions and case scenarios presenting issues of alleged financial abuse.

Although most care managers accepted an obligation to act in response to suspected financial abuse, inconsistency and a lack of familiarity with policy are clearly demonstrated. Practice responses vary according to whether the primary focus is on residents, family or managing risk. Despite most reporting policies in place in the event of alleged theft, reports on the use of policies and protocols to guide responses to suspected misuse of an enduring power of attorney or undue influence are limited. The care manager's knowledge and approach to practice are crucial to framing the response.

The research provides insight into inconsistencies in responses to financial abuse in residential aged care, identifies good practice and outlines the limitations in knowledge of some care managers. It argues for the need to enhance understanding, support and training to further develop practice in this setting, particularly in relation to adult protection principles.

The phenomenon of fast fashion is under‐researched academically, yet has received attention in most of the fashion and business press. Therefore, as it would seem timely, this article aims to present the findings of some exploratory research.

The concept of agile supply chains or supply chain theory is explored with reference to fast fashion requirements. The research was carried out using in‐depth interviews of key informants in the fashion industry.

The major findings of this exploratory research demonstrate a developmental process occurring in supply chain management when fast fashion comes into the equation. This research provides additional complexity on the existing model of supply chain management for the fashion industry.

This paper presents a research agenda for future exploration. There are implications for theoretical perspectives of supply chain management as well as retail operations.

This paper offers insights into the impact of fast fashion on the supply chain and the links in the process which deserve further research attention.

The purpose of this paper is to evaluate waste at a Portuguese university setting in order to suggest improvements on foodservice sustainability.

The work was developed during four weeks in order to allow the evaluation of parameters of an entire menu cycle. The index of waste/consumption (%) was obtained by the ratio between plate waste and the quantity of foods distributed, subtracting the weight of leftovers.

The average index of waste/consumption was approximately 24 percent, higher in the days with a fish menu, values considered unacceptable. Each canteen user is served with approximately 940 g of foods, from which only 660 g were effectively consumed, corresponding to 80 g of leftovers and 200 g of waste.

It seems possible and desirable to reduce food waste in order to optimize food unit profitability and sustainability. Reducing food waste will contribute to improve foodservice quality as well as consumer's satisfaction. Potential strategies to achieve this goal may include previous booking of meals, to adopt tray less during lunch and additionally analyze the eating patterns for a particular forecasted meal, and then prepare and serve food based on the appropriate forecast.

The purpose of this chapter is to explore the utility of a postcolonial feminist girlhood studies approach to investigate, and better understand, how corporate-funded sport, gender and development (SGD) programs that adhere to the “Girl Effect” mantra take up: (1) the alleged benefits of SGD programming; (2) its (embodied) neoliberal tendencies; and (3) issues around gender and cultural difference in North-South aid relations.

This study uses qualitative methods, including 35 semi-structured interviews with staff members and young women, in order to investigate how a SGD program in Eastern Uganda that is funded by a Sport Transnational Corporation (STNC) and an International NGO used martial arts to build girls’ self-defense skills and address gender-based, sexual, and domestic violence.

Three major findings are revealed, including: (1) the martial arts program improved young women’s confidence levels, physical fitness, leadership capabilities, and social networks; (2) Western donors tended to use and frame sport (i.e., martial arts) as paramount for educating and training Ugandan young women to be (neoliberal) global “girl” citizens; and (3) issues of representation, racialized subjectivity, and cultural difference in SGD adversely influenced aid relations.

Evidence from this chapter suggests that it is crucial to question how global neoliberal development, as promoted via SGD practices, is not only racialized and classed, but also distinctly gendered. Infusing girlhood studies with a postcolonial feminist perspective enables a deconstruction, and attendance to, the ways in which colonial legacies, neoliberal processes, and the political resistance of development practices are taken up, and impelled by, SGD programs.

This study aims to evaluate the utility and reliability of the Psychological Inventory of Criminal Thinking Styles (PICTS) to investigate the criminal cognitions of mentally disordered offenders (MDOs) from the UK.

The reliability and validity of the PICTS scales were investigated within an MDO sample from the UK (N = 45) and compared to PICTS data from the USA and general offenders in the UK.

The findings showed that the PICTS functioned in a similar way when used in MDO and non-MDO populations, indicating that from a psychometric perspective, the PICTS scales produce consistent results across both populations. Evidence is further provided to indicate that MDOs from the UK endorse criminal cognitions at a similar level to those in the USA and at a significantly higher level than general UK offenders.

The implications and insight that these findings provide into the criminal cognitions of MDOs are discussed, with specific focus on the significant difference between general offenders and offenders with serious mental illness.

To the best of the authors’ knowledge, this study is the first to use the PICTS with MDOs in the UK, comparing the criminal thinking styles of MDOs and non-MDOs.

The purpose of this paper is to identify the wine consumption preferences and behavior of Gen Z wine consumers in the USA and to determine if and how Gen Z differ from other major generational cohorts in the USA. This study applies the concepts of generational cohort theory to the US wine market to examine similarities and differences between age cohorts and their potential impact on future wine sales.

A quantitative survey was conducted with a quota sample of 1,136 US wine consumers located in all 50 states. Data analysis included one-way ANOVA analysis to test the null hypothesis that the generational cohort means are equal. If the test detected at least one mean difference across cohorts, then pairwise comparisons were performed to identify, which groups differed. The Tukey–Kramer method was used for all post hoc tests. Basic descriptive statistics were also calculated.

The results show some parallels in terms of similar consumption levels and a higher preference for red wine across all cohorts. However, on the majority of other common wine consumer research topics, Gen Z shows significant differences. Of specific interest, Gen Z consumers report higher levels of preference for sparkling wine than other cohorts; prefers to drink in social situations; are much more interested in labels and package; make decisions based on varietal and alcohol level and are much more engaged on Instagram and Snapchat social media platforms – all pointed to new marketing tactics needed to reach this new consumer segment.

This is the first empirical wine research study to explore the wine preferences and behaviors of Gen Z in the US market. This is valuable because Gen Z is a very large population of consumers, comprising 32% of the world population (Miller and Wei, 2018) and already represent more than $143bn in buying power (Dill, 2015). They are expected to have a huge impact on consumer products, not only in the USA but also on a global basis. Given that the USA is currently the largest wine market in the world in both volume and value (Wine Institute, 2019; VinExpo, 2018), it is important that research is conducted on this new and powerful generation.