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Considers the benefit for service companies of measuring both customer satisfaction and employee attitude, as a means of first determining guest perceptions of the service offered, and then to consider the internal environment of business operations. Draws conclusions based on research from Forte Hotels, on increasing levels of staff morale impacting significantly to raise customer satisfaction, as well as the benefit to organizations of implementing softer measures of service training.

Notes the fact that dissatisfied customers may not complain to the service provider, but will tell a number of people about the bad service they have received. Looks at factors related to the development of a service recovery system to ensure that dissatisfied customers are dealt with effectively so as to ensure they receive appropriate levels of service and to maximize customer retention. Considers factors such as the reasons for customer complaints, reciprocity and complaint handling and ways to instil a service recovery strategy.

Seeks to review recent practice undertaken within the UK hotel sector to improve customer service, and suggests ideas that could be implemented within service industries. At a time of increasing competition, hotel firms are aiming to use service enhancement as a means to gain competitive advantage, and therefore developing a range of techniques to measure levels of service quality improvement.

Daniel and Titman (1997) contend that the Fama‐French three‐factor model’s ability to explain cross‐sectional variation in expected returns is a result of characteristics that firms have in common rather than any risk‐based explanation. The primary aim of the current paper is to provide out‐of‐sample tests of the characteristics versus risk factor argument. The main focus of our tests is to examine the intercept terms in Fama‐French regressions, wherein test portfolios are formed by a three‐way sorting procedure on book‐to‐market, size and factor loadings. Our main test focuses on ‘characteristic‐balanced’ portfolio returns of high minus low factor loading portfolios, for different size and book‐to‐market groups. The Fama‐French model predicts that these regression intercepts should be zero while the characteristics model predicts that they should be negative. Generally, despite the short sample period employed, our findings support a risk‐factor interpretation as opposed to a characteristics interpretation. This is particularly so for the HML loading‐based test portfolios. More specifically, we find that: the majority of test portfolios tend to reveal higher returns for higher loadings (while controlling for book‐to‐market and size characteristics); the majority of the Fama‐French regression intercepts are statistically insignificant; for the characteristic‐balanced portfolios, very few of the Fama‐French regression intercepts are significant.

This paper offers a general survey of accounting literature in the French language area of the first half of the 20th century: After a general Introduction, referring mainly to renowned French authors of past centuries, it deals first with historical accounting research (Dupont, de Roover, Gomberg, Vlaemminck, etc). Then come publications in financial accounting theory and its application (Faure, Dumarchey, Delaporte, Penglaou, de Fages de Latour, etc.), followed by a section on cost accounting and managerial control (Julhiet, de Fage de Latour, Detoeuf, Satet, Bournisien, Brunei, Sauvegrai, etc.). Alarger Section is devoted to inflationary problems (Delavelle, Raffegeau and Lacout, Bayard, Léger, Faure, Thomas, Bisson, Dumarchey, Durand, Beaupère, Ratier, etc.). Another large section refers to charts of accounts and public supervision (Otlet, Faure, Blairon, Detoeuf, Caujolle, Fourastié, Gabriel, Chardonnet, Gamier, etc.). The paper closes with a concise general conclusion about this period of transition from a mainly traditional agricultural to an industrial society with its costing problems, its organizational control, and its greater service orientation.

The purpose of this paper is to examine whether, and to what extent, specific personality traits drive investors’ trading behaviour.

This study investigates these assumptions in an innovative way by employing an integrated model and using structural equation modelling analysis to examine them simultaneously as they would occur in the complex real world environment.

The results provide strong evidence that these personality traits influence investors’ trading behaviour and stock trading performance. The most powerful relationships are found to be those between over-confidence and stock trading volume, frequency and performance.

To the best of the authors’ knowledge there is no any similar study. This paper is the authors’ original unpublished work and it has not been submitted to any other journal for reviews.

This study aims to analyze the effects of economic inequalities on state capture in Latin America. Economic inequalities are the defining issues of our time. While the effect of economic inequality has been explored before on its impact on state capture in Latin America, it has often been done in a qualitative manner. Moreover, most quantitative research to date uses poor proxy variables to assess the impact of inequalities on corruption and or state capture, such as the Gini coefficient, which suffers from a lot of missing data.

A random effects regression model is used to enable the exploitation of between level variation to greater generalize the results across the Latin American region while minimizing bias to the coefficient estimates.

The results demonstrate that the top 1% wealth inequality is highly statistically significant and positive in explaining the variation in state capture. The greater the share of wealth the 1% hold, the more state capture we should expect.

To the best of the authors’ knowledge, this paper presents the first empirical study using a novel variable, the top 1% share wealth inequality derived from the World Inequality Database that directly measures the top 1%’s share of wealth overall. The study examines the empirical effect of the top 1%’s share of wealth inequality in contributing to state capture. Nineteen Latin American countries are analyzed across the temporal period 1996–2021.

Libraries have become an established part of our scientific and social cultures. They provide an essential mechanism for storing, preserving and sharing documentary records of various types of human endeavour. Undoubtedly, the properties of a library are strongly influenced by the types of information that it contains and the various media used to store this information. Over the last few decades we have seen the emergence of new information handling technologies. These have significantly influenced the basic nature of conventional paper‐based libraries and have created a need for new types of ‘electronic library’. This paper discusses some of the changes that have taken place within library systems as a consequence of the emergence of new computer‐based technologies. Some case studies are presented which outline various developments within our laboratory relating to the creation of living books and dynamic electronic libraries.

It is important to remain creative when conducting segmentation research, as many different ways to segment a market can exist. Five main bases are discussed: geographic, demographic, psychographic, behaviouristic and image. This is followed by an overview of the main techniques used to establish and verify segments, including automatic interaction detector, conjoint analysis, multidimensional scaling and canonical analysis.