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Surveys in the UK and USA show that error in health care is unacceptably high. It is also known, however, that considerable under‐reporting of error takes place and we need therefore to begin to understand why people fail to report so that we can introduce systems and develop cultures and systems which make this easier. Although this has been considered hypothetically, what happens in real situations and what the outcomes are for those individuals actually reporting has not been studied. This study is built on an earlier pilot of 228 doctors that considered the experiences and attitudes of a range of nurses and doctors to reporting their concerns. It includes those who went ahead and those who did not, as well as the attitudes of other staff with no experiences of wanting to report, and the types of event that were more likely to lead to reporting.

Few empirical studies have been conducted to explore the mechanisms and drivers of service exchange and value co‐creation. In particular, no study has compared a service system design informed by service‐dominant logic (SDL) with a service system design informed by goods‐dominant logic (GDL). The purpose of this paper is to address this knowledge gap. The research question is: does a service‐dominant system design result in a more favourable customer experience than a goods‐dominant service system?

An experiment was carried out on a group of habitual bus travellers. The subjects were asked to plan a specific journey using two online journey planning systems. Two hypotheses were tested: first, an SDL informed service system will evoke a better overall customer experience than a GDL informed service system. Second, this better customer experience arises out of seven service system design characteristics. Both objective and subjective data were gathered to compare the customers' experiences of using the two service systems.

The results show that a service‐dominant service system outperforms a goods‐dominant service system in terms of both objective and subjective criteria. Moreover, the experiment elucidates the subjects' perceived importance of the characteristics of a service‐dominant service system. Analysis of the subjects' perception of the two service systems reveals that certain characteristics set the service‐dominant service system more distinctly apart from the goods‐dominant one.

The paper contributes by extending the empirical foundation for service‐dominant logic, providing new knowledge on value co‐creation and design characteristics of service systems, and identifying the most important service system characteristics perceived by the customer.

Research suggests that service‐dominant designs are superior to goods‐dominant; but why? The purpose of this paper is to answer three questions. First, in what way is a service system based on service‐dominant logic (SDL) superior to one based on goods‐dominant logic (GDL)? Second, which characteristics of the service system facilitate the co‐creation of value‐in‐context as perceived by the customer? Third, how do customers describe the contents of these characteristics?

In an experiment, the authors compared two different service systems designed with different mindsets. The experiment was carried out with a group of habitual bus travellers to plan a specific journey using two online service systems by two different organizations; one exhibited a goods‐dominant mindset, and the other a service‐dominant mindset. The subjects' opinions of the two systems were gathered, and sentiment analysis was performed on the opinions to uncover the rationale behind the operational superiority of an SDL‐based system in value co‐creation.

The sentiment analysis identified three key differentiators: intangibles; operant resources; and information symmetry as the reason why an SDL‐based service system is superior to a GDL‐based system. The study also identified specific attributes linked to the key differentiators that could be built into a service system design and verified during a review of that design.

The paper contributes to research by: showing why an SDL based service system is superior to a GDL based one; proposing guidelines for service system design based on SDL to arrive at a favourable customer experience; and to managers by showing that customers have much to contribute in service development and realisation.

This article aims to explore the impact of the Great War on the Sheffield armaments industry through the use of four company case studies in Thomas Firth, John Brown, Cammell Laird and Hadfields. It charts the evolving situation the armaments companies found themselves in after the end of the conflict and the uncertain external environment they had to engage with. The article also examines the stagnant nature of armaments companies’ boards of directors in the 1920s and the ultimate rationalisation of the industry at the close of the decade.

The research design is based around a close examination of the surviving manuscript records of each of the companies included, the records of the speeches recorded by chairpersons at annual meetings and some governmental records.

The article concludes by outlining how the end of the Great War continued to affect the industry for the following decade and the complex evolving situation with a changing external environment and continuity of management internally ultimately leading to mergers in the industry.

This article uses a number of underused manuscript records to examine the Sheffield armaments industry and explores the effect of a global mega event in the Great War on one of the most technologically advanced industries of the period.

Physical activity is increasingly recognised as critical to improving physical and mental health (MH). Understanding the education and training requirements of exercise professionals will support better integration of these emerging MH professionals within the multidisciplinary MH team. The purpose of this study was to determine the exposure to, knowledge and attitudes of final year exercise physiology students towards people with mental illness (MI).

Student exposure to and knowledge and attitudes of people living with MH were assessed via a 24-item online questionnaire.

In total, n = 63 out of 78 eligible students participated (81%). Of the participants, 81% (n = 51) showed a favourable attitude towards people with MI and 68% (n = 43) of participants had good knowledge of topics relating to MI. Significant correlations existed between the total score for attitude and any exposure to MH issues and having undertaken placement as part of university training and knowledge and total scores. Further training and education are needed to better equip exercise physiology graduates to work with people with MI.

This is the first study to examine the attitudes and knowledge of exercise physiology students towards people living with MI and their association with exposure to MI. Given the growing number of exercise professionals being integrated into multidisciplinary MH teams, this study may help to direct the delivery of associated training and education services.

The purpose of this paper is to develop a Housing Eligibility Assessment Scoring Method (HEASM) for low-income Urgent Repair Programs (URPs).

In order to develop a practical HEASM that incorporates the prevailing eligibility assessment criteria for low-income URPs, a case study research approach was adopted. Emergent themes and patterns in predominant eligibility assessment criteria and methods are derived from program documents utilized by a successful State Urgent Repair Program (SURP) and its 42 Community Partners operating in the Southeastern region of the USA. Coupled with interviews and the expert analysis of SURP staff, the quantitative analysis of 11,414 repaired homes and literature reviews were used to categorize predominant eligible housing repairs and costs.

The five key eligibility assessment criteria categories that emerged from the data analysis are: location, owner-occupancy, family needs, housing repair, and estimated repair costs. The framework of the proposed HEASM is guided by these five categories.

URP decision makers are provided with a simple, practical, and objective eligibility assessment method that can be easily modified to accommodate the unique eligibility criteria and local program conditions. This method should improve the eligibility assessment, prioritization, and the eventual selection of qualifying applicants. Consequently, the capacity of URPs to provide funding to their targeted populations with the most critical needs would be enhanced. Insights could drive the impetus to modify existing URP.

Social theory contains contributions related to the processes of semiosis. Between the subjective experience of intentional meanings and objectivized structure of meanings there is a sphere of meaningful interactions and collective actions. Arguments are presented that it is possible to integrate symbolic interactionist orientation and Durkheimian tradition in the study of social symbolism in the perspective of collective action approach and pragmatism. That allows going beyond the cognitive limitations inherited from phenomenological view on symbolism as manifested in the concepts of P. Berger and T. Luckmann about the social construction of reality. A model for a multidimensional analysis of social symbolism and its functions is proposed.