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The paper seeks to show the contextualisation of call centres as a work‐specific ethnographically and culturally based community, which, in turn, influences pedagogical practices through the encoding and decoding of cultural texts in relation to two logics: cost‐efficiency and customer‐orientation.

The paper includes a qualitative, interpretive research‐based case study involving three Australian incoming customer service call centres and seven call centre managers.

The paper finds cultural texts with high management structure and control and low workplace socialisation and semiotic literacy favour constructions of meaning which prioritise qualitative (customer‐orientated logic) performance by a customer service representative (CSR) at early cultural junctures. This position subsequently transitions to favour the prioritisation of quantitative (cost‐efficient logic) performance as the CSR progresses. The shift occurs through a process of relayered knowledge constructs wherein a corresponding reduction in management control and structure of the texts is counter‐balanced by an increase in workplace socialisation and semiotic literacy.

The paper includes enriched understandings of call centre contextuality and shows that fresh perspectives on contextually influenced pedagogical practices have the potential to direct and harness more informed approaches to call centre teaching and learning, particularly in relation to the logics of cost‐efficiency and customer‐orientation.

A thought‐provoking paper for call centre managers and human resource learning and development professionals which foregrounds the concepts of work‐specific ethnographic community, cultural texts, encoding and decoding, socialisation and semiotic literacy as influential workplace teaching and learning conduits.

The purpose of this paper is to provide a comprehensive review of the literature and develop a model of the determinants, indicators and effects of destination competitiveness (DC), as well as several propositions.

This study thoroughly reviewed extant literature to develop a conceptual model and propositions.

Two key findings are listed below. First, 12 different environmental factors are identified and 12 propositions are developed linking these environmental factors to DC. Second, a new indicator of DC is developed, namely, Tourism Attractions-Basics-Context (TABC) model. The TABC model is simple and directly taps into the benefits tourists seek in a destination.

Directions for future research are discussed in detail in the paper.

Managerial implications are discussed in detail in the paper.

The extant research on the topic of DC has been rather fragmented and incomplete in scope. The research presented in this paper addresses these limitations.

Since 1979, the Conservative government in the UK has introduced wide‐ranging and detailed regulations for the conduct of union internal affairs; a number of other Western industrialized countries have not done so (or have not done so to the same extent) but have continued their tradition of relying on unions themselves to establish democratic procedures. Alternative views of the role of the state in industrial relations underlie these differences. A second, linked article, appearing in Employee Relations (Vol. 15 No. 4), examines state approaches to union autonomy in the context of attitudes towards other controls on union activities and attempts to explain the successive shifts in British policy in the UK since the 1960s.

Presents 35 abstracts from the 2001 Employment Research Unit Annual conference held at Cardiff Business School in September 2001. Attempts to explore the theme of changing politics of employment relations beyond and within the nation state, against a background of concern in the developed economies at the erosion of relatively advanced conditions of work and social welfare through increasing competition and international agitation for more effective global labour standards. Divides this concept into two areas, addressing the erosion of employment standards through processes of restructuring and examining attempts by governments, trade unions and agencies to re‐create effective systems of regulation. Gives case examples from areas such as India, Wales, London, Ireland, South Africa, Europe and Japan. Covers subjects such as the Disability Discrimination Act, minimum wage, training, contract workers and managing change.

When groups meet, people form assumptions about the roles of various participants within that group. Examines what these assumptions are using three different approaches: restructured non‐directed interaction; exploration of reasons for being there; self‐introduction of group and discussion of group roles. Discusses the role of facilitator in a group, and defines facilitation as opposed to leadership, finding facilitation is about empowering people to take control and responsibility for their own efforts. Illustrates how to become a good facilitator using fictional characters from a facilitation skills workshop. Ends by revealing how an individual′s potential can be released.

Over the last 20 to 30 years, privatisation has become a world‐wide phenomenon. This article explores the rationale for and changing nature of privatisation. In particular, it draws attention to the range of definitions of “privatisation” and the differing views on its effectiveness in providing improved services to consumers. The main focus of the article is a study of the privatisation of the Public Power Corporation (PPC) of Greece. Examines why and how it was privatised and discusses its future as a private enterprise. It shows that the structure and operation of the privatised PPC and the liberalisation of the Greek electricity market were, and will continue to be, determined principally by the EU's commitment to free market competition.

IDEAL methods of Library service; this, in simple translation is the purpose before the Library Association Conference at Manchester this year. The first thing that strikes any observer is the great variety of current library work. There was a day, so recent that fairly young men can remember it, when a Library Association Conference could focus its attention upon such matters as public library charging systems, open access versus the indicator, the annotated versus the title‐a‐line catalogue, the imposition of fines and penalties; in short, on those details of working which are now settled in the main and do not admit of general discussion. All of them, too, it will be observed, are problems of the public library. When those of other libraries came into view in those days they were seen only on the horizon. It was believed that there was no nexus of interest in libraries other than the municipal variety. Each of the others was a law unto itself, and its problems concerned no one else. The provision of books for villages, it is true, was always before the public librarian; he knew the problem. In this journal James Duff Brown wrote frequently concerning it; before the Library Assistants' Association, Mr. Harry Farr, then Deputy Librarian of Cardiff, wrote an admirable plea for its development. Wyndham Hulme once addressed an annual dinner suggesting it as the problem for the younger librarians. Carnegie money made the scheme possible. But contemporaneously with the development of the Rural Library system, which now calls itself the County Library system as an earnest of its ultimate intentions, there has been a coming together of the librarians of research and similar libraries. We have a section for them in the Library Association.

Whilst organisational change appears to be happening with increasing frequency and magnitude in both the public and private sectors, most of the major studies of change focus on the private sector and tend to derive their approaches to change from that sector. From a review of the literature, it is argued that there is no “one best way” to manage organisational change but that public sector organisations need to adopt an approach to change which matches their needs and situation. The article examines the privatisation of the Property Services Agency (PSA) in order to draw lessons as to how the public sector can and should manage change. It is shown that the privatisation was characterised by a lack of clarity, an over‐emphasis on changes to structures and procedures, and staff resistance. However, underpinning this was an inappropriate approach to change. The article concludes that the main lessons of the PSA’s privatisation are that, in such circumstances, it is necessary to adopt an approach to change which incorporates both the structural and cultural aspects of change, and which recognises the need to appreciate and respond to staff fears and concerns.