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The purpose of this paper is to examine whether switching barriers in the retail banking industry affect different age groups differently.

Questionnaires were administered to 188 bank customers of different age groups, measuring their perception of variables related to relational benefits, switching costs, availability and attractiveness of alternatives, service recovery and retention.

Results from independent two‐sample t‐tests and logistic regression support all five hypotheses, confirming that young and older bank customers differ significantly in their perception of switching barriers: relational benefits, switching costs, availability and attractiveness of alternatives, service recovery and the duration of time they intend to end their relationship with their banks.

This study was conducted among employees of two higher education institutions. Thus, further research needs to test the research results in a diverse population.

Since younger customers are more likely to change their banks easily, if retail banks want to retain younger customers they need to offer more meaningful incentives to younger customers than they offer to older customers. In terms of practice the findings in this research highlight the need for managers to design different switching barrier packages for each customer age group.

Researchers in the past have found a close association between customer age and bank product usage and have shown that switching barriers play an important role in binding the customer to the service organization. However this research not only validates the switching barrier variables that affect different age groups differently but also elevates the role of age in banks switching barrier design.

The purpose of this article is to analyze both the opportunity recognition and product development management processes not only among technology firms, but among non‐technology firms as well at two points in time, 1998 and 2003.

The current study included two data sets: a 1998 survey of technology‐based and non‐technology firms located in US incubators; and a new 2003 study of technology and non‐technology based firms in the Inland Northwest. All respondents indicated they considered themselves entrepreneurs.

Findings suggest that the opportunity recognition process changed between 1998 and 2003. Some of the authors' prior work suggested that the process, at least for technology‐based firms, had been similar between 1989 and 1998. Industry changes over time, perhaps different firm types, and insufficient data could be rational reasons for the changes. Thus, as far as the opportunity recognition process then, there is evidence that suggests that the process is different for manufacturing and non‐manufacturing firms.

The study of management and marketing processes should be performed by industry or business type over time. The researcher should consider that if the opportunity recognition or product development management processes reflect the changing nature of entrepreneurship over time, then characterizing those processes as constant models is inappropriate.

The overall results are consistent with other research studies and serve to further substantiate the use of single industry data. An “equation of state” for an opportunity recognition model or a product development management model is suggested by the empirical results reported on in the current paper as well as the diversity of other researchers' work.

The purpose of this paper is: to determine how offshore outsourcing firms in the USA are involved in providing assistance to education and training the downsized/unemployed; and to conduct inter‐industry comparisons among offshore outsourcing firms to determine if there are differences in their degree of involvement in assisting education and training the downsized/unemployed.

This research is based on a survey of 51 firms in the USA that are listed as major offshore outsourcers and exporters of American jobs in “CNN's Lou Dobbs Exporting America website”.

The findings show that out of eight areas of corporate social activities included in the survey, offshore outsourcing firms indicated that they were least involved in providing or supporting training programs to the downsized/unemployed. However, we also found that offshore outsourcing firms were highly involved in providing assistance to charities and supporting private and public education.

The response rate in this survey was similar to other response rates for research conducted on similar topics. However, the sample size for the study is relatively small and results from larger sample sizes are required to make empirical generalizations with confidence.

The findings of this study are useful for USA policy makers who are dealing with the negative effects of offshoring. It also provides direction to offshoring firms on how to alleviate negative attitudes toward offshore outsourcing.

The paper is the first to investigate the contributions of offshore outsourcing firms to education and training the downsized/unemployed as part of their corporate social responsibility. Thus, it makes a significant contribution to the literature.

Reports the results of a field experiment using a contingent reward system to improve sales performance of Russian retail workers. The results clearly demonstrated the ability to use this technique successfully in organizations undergoing transformational change. Whilst preintervention differences were found in perceived job enrichment and manager behaviour, regression analyses demonstrated that the intervention had an effect beyond these situational factors. Discusses these additional findings which concern the importance of supportive leadership and feedback. Contradicts earlier claims that management theories are culturally limited, and extends the application potential of an already well‐established intervention technique.

Presents a special issue, enlisting the help of the author’s students and colleagues, focusing on age, sex, colour and disability discrimination in America. Breaks the evidence down into manageable chunks, covering: age discrimination in the workplace; discrimination against African‐Americans; sex discrimination in the workplace; same sex sexual harassment; how to investigate and prove disability discrimination; sexual harassment in the military; when the main US job‐discrimination law applies to small companies; how to investigate and prove racial discrimination; developments concerning race discrimination in the workplace; developments concerning the Equal Pay Act; developments concerning discrimination against workers with HIV or AIDS; developments concerning discrimination based on refusal of family care leave; developments concerning discrimination against gay or lesbian employees; developments concerning discrimination based on colour; how to investigate and prove discrimination concerning based on colour; developments concerning the Equal Pay Act; using statistics in employment discrimination cases; race discrimination in the workplace; developments concerning gender discrimination in the workplace; discrimination in Japanese organizations in America; discrimination in the entertainment industry; discrimination in the utility industry; understanding and effectively managing national origin discrimination; how to investigate and prove hiring discrimination based on colour; and, finally, how to investigate sexual harassment in the workplace.

The aim of this paper is to present and empirically validate a conceptual framework that explores the links between the two service features (physical and interactive) and their impact on customer loyalty. It also introduces and investigates the potential intervening role of a single personality dimension (neuroticism) in the relationship between service features and customer loyalty. In addition, examining whether the customer’s switching barriers affect customer loyalty is also an aim of the present study.

A structured questionnaire was used to collect data from a sample of 224 customers in the banking industry in Greece. The respondents were picked using simple random sampling. Exploratory and confirmatory factor analyses were used to validate the latent factors of the proposed conceptual framework, whereas their relationships were examined through linear regression analyses.

The empirical data verify that physical and interactive features of service quality have a significant impact on customer loyalty. The study also concludes that customer neuroticism has an intervening effect on the relationship between service features and customer loyalty. In addition, switching barriers such as confidence benefits, special treatment benefits, switching costs and availability and attentiveness of alternatives affect a bank’s customer loyalty.

This perspective could improve managerial understanding of the service-quality/customer-loyalty relationship and lead to more focused decisions. During the period of economic Greek crisis, the customers’ learning and understanding, the immediate response to their needs and expectations, the provision of customer services in accordance with their personality type and the establishment a long and effective relationship with them may have an important impact not only on success but also mainly on bank survival.

Previous studies have shown the positive and significant relationship between customer satisfaction and loyalty in the banking industry, but this study extends the literature of consumer behavior theory by examining the distinct role that the physical and interactive service features play in the formation of customer loyalty. While it is known the role of personality in customer satisfaction has not been analyzed sufficiently the effect of neuroticism in the evolution of the above relationship. The present study tries to fill the bibliographic gap focusing on the Greek banking sector in the period of economic crisis.

The purpose of this paper is to examine the behaviors and social interactions among preschool children and their teachers during food consumption at a daycare facility. Using social cognitive theory, the goal is to identify how role modeling, rules, behaviors and communication shape these young consumers’ health-related food consumption and habits.

This study was conducted in a US daycare facility among preschool children (aged four years) over a three-month period. Qualitative ethnographic methods included participant and non-participant observation of meals and snack-time.

Findings from the observations revealed that teachers’ food socialization styles and social interactions with peers cultivate children’s food consumption. In addition, commensality rules set by the childcare institution also help children learn other valuable behaviors (e.g. table manners and cleaning up).

The study was conducted in one location with one age group so the results may not be generalized to all children. As more young children spend time in preschools and daycare centers, the understanding of how these settings and the caregivers and peers influence them becomes more important. Preschool teachers can influence their young students’ food consumption through their actions and words. Training teachers and cultivating educational programs about ways to encourage healthy eating habits could be implemented.

The paper offers observations of actual behaviors among young children in a naturalistic setting.

OWING to the comparatively early date in the year of the Library Association Conference, this number of THE LIBRARY WORLD is published so that it may be in the hands of our readers before it begins. The official programme is not in the hands of members at the time we write, but the circumstances are such this year that delay has been inevitable. We have dwelt already on the good fortune we enjoy in going to the beautiful West‐Country Spa. At this time of year it is at its best, and, if the weather is more genial than this weather‐chequered year gives us reason to expect, the Conference should be memorable on that account alone. The Conference has always been the focus of library friendships, and this idea, now that the Association is so large, should be developed. To be a member is to be one of a freemasonry of librarians, pledged to help and forward the work of one another. It is not in the conference rooms alone, where we listen, not always completely awake, to papers not always eloquent or cleverly read, that we gain most, although no one would discount these; it is in the hotels and boarding houses and restaurants, over dinner tables and in the easy chairs of the lounges, that we draw out really useful business information. In short, shop is the subject‐matter of conference conversation, and only misanthropic curmudgeons think otherwise.

Increasing the ethicality of a project and the usefulness of the data enhances the probability that social good will result from the research; a combination of ethical and methodological soundness is therefore crucial. From 1999‐2002 I conducted a qualitative study of women’s, men’s, and mixed Internet chat room conversations. In this article, I discuss the particular ethical issues that arose, outlining my ethical decision‐making process within the context of current debates. I also describe the methodological concerns, demonstrating why a synthesized method responsive to the advantages and disadvantages of cyberspace was necessary, and how the data were enhanced by this choice of method and by certain characteristics of cyberspace. In discussing the details of my study, my overall goal is to provide an assessment of the social good of the project with a view to increasing the probability of more ethical and useful Internet‐based research outcomes more generally.

Studies of women's employment have pointed to the availability of part‐time work as a major factor in their employment. For many women, the disruptions of their work for family commitments has led to a decrease in their earning power and the status of their work [1]. Professional work is relatively well paid, opportunities for part‐time work are good in many areas and recruitment is restricted to qualified people only. This is particularly true of optometry where there is also little or no evidence of unemployment, providing optimal conditions for the employment of women. Leaving aside factors such as social class, a study of the working patterns of women optometrists might well point out the work potential of to‐day's women. Women's employment.