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An understanding of processes is essential before statistical tools such as statistical process control (SPC) and design of experiments (DOE) can be properly applied. Both SPC and DOE have greater potential application outside their traditional routes. There is evidence that this is beginning to happen. Gives an example showing how DOE could be used in a marketing application such as designing an effective direct response television advertisement.

Discusses Shewhart’s control charts and how they have been confined traditionally to the shopfloor in manufacturing industry. Contends that now practitioners are leading a growing interest in the charts’ wider application in areas such as sales, marketing, customer service, and inventory management. Shewhart discovered that variation in a process can result either from common causes (part of the process) or special causes (not part of the process). Shewhart’s charts enable us to learn about processes and improve them with the aid of his plan‐do‐study‐act continuous improvement cycle. Research conducted in Japan showed that companies which won the Deming Prize consistently outperformed the averages in financial measures for the industry.

First, this paper explores the many varied, and often confusing, definitions of relationship marketing, customer relationship management (CRM) and customer management (CM). Then it reports the results of a survey that examined the CM performance of 34 companies in the consumer banking, credit card, insurance, oil (lubricants) and automotive industries in Malaysia. The research was conducted using the Customer Management Assessment Tool^TM (CMAT^TM) developed by QCi Ltd, a management consultancy that specialises in assessing and improving CM. CM performance was found to be especially poor in insurance and consumer banking. The best performing sector was the credit card industry.

The English apple industry still faces serious difficulties despite some movement towards market orientation. Distribution of class 1 fruit has shifted since the late 1970s away from primary wholesale markets to multiple retailers who were attracted by higher profit margins. Consequently, the marketing of class 1 apples is now an administered vertical market. Some studies suggest the industry should export; however, believes this would be wrong for Cox until there is a sound domestic market. Growers need to adopt the new varieties that have been introduced by competitors in France and New Zealand. A niche market also exists for the traditional varieties. The emphasis should be focused on expanding the total market for apples, not on increasing market share, a case supported by studies which show that increased consumption of fruit and vegetables reduces the risk of cancer and heart diseases; a revival of a marketing intelligence system for the industry is essential.

Organizational sociology and organization studies have a long history together, while also sharing a proclivity to self-diagnose crises. Instead of taking these assessments at face value, this paper treats them as an object of study, asking what conditions have fueled them. In the case of organizational sociology, there are indications of a connection between rising levels of discontent and community building: self-identified organizational sociologists have progressively withdrawn from general debates in the discipline and turned their attention to organization studies, which, they suspect, has seen dramatic levels of growth at their expense. Organization studies, on the other hand, are still haunted by “a Faustian bargain”: leaning heavily on the authority of the social sciences, business school faculty were able to facilitate the emergence of a scholarly field of practice dedicated to the study of organizations, which they control. However, in doing so, they also set organization studies on a path of continued dependence on knowledge produced elsewhere: notably, by university disciplines such as sociology.

The purpose of this paper is to provide an overview and evaluation of the “theory/practice” gap in business and management research as it has been developed in relation to US and European business and management schools.

The paper combines theoretical and institutional analysis to construct a framework for analyzing the “theory/practice” gap and its wider implications.

The paper suggests that a “dialogical” rather than “linear” model of knowledge production and dissemination is the most analytically and practically useful way of approaching the “theory/practice” gap in business and management research.

The paper reviews and updates the “theory/practice” gap in business and management research and offers a more nuanced and realistic appreciation of how it might be resolved.

In August 2007, the European Institute of Printed Circuits produced a Technology Roadmap for the industry for the period 2007‐2017. The purpose of this paper is to give details of the roadmap, the aim of which is to provide information which underpins the aims of the EU‐funded ProSurf project, which are to strengthen European small‐to‐medium enterprises (SME) competitiveness in both the medium‐ and long‐term through increasing knowledge and awareness of high‐tech methods in these industries.

The approach is an outline of the ProSurf project which will enable SMEs to have a clear view of the trends that will affect their businesses in the coming decade, and be delivered in a way that is readily comprehensible.

The summary highlights the present market, the market characteristics, and the position of the European PCB industry today. General factors which influence market trends are listed, within which the demands for miniaturisation and weight reduction, and higher data transmission rates are notable. There are specific requirements of each market sector, viz military, consumer, and automotive electronics, and here the roadmap looks at design rules and manufacturing capabilities. Towards the end of the roadmap attention is paid to the environmental considerations.

The ProSurf technology roadmap is a unique document without peer, and is specific to the European PCB industry whilst having considerable influence in other global areas as the technology demands within Europe impact upon production elsewhere.

Since the first Volume of this Bibliography there has been an explosion of literature in all the main areas of business. The researcher and librarian have to be able to uncover specific articles devoted to certain topics. This Bibliography is designed to help. Volume III, in addition to the annotated list of articles as the two previous volumes, contains further features to help the reader. Each entry within has been indexed according to the Fifth Edition of the SCIMP/SCAMP Thesaurus and thus provides a full subject index to facilitate rapid information retrieval. Each article has its own unique number and this is used in both the subject and author index. The first Volume of the Bibliography covered seven journals published by MCB University Press. This Volume now indexes 25 journals, indicating the greater depth, coverage and expansion of the subject areas concerned.