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Describes how companies can make managing the emotional expectations of customers the frontier of the customer‐focused enterprise.

Customer experiences have emotional characteristics that companies historically haven't been good at delivering. The customer experience is more than an analysis of hard metrics about speed, availability and information. These performance measures are critical, but real progress in shaping the customer experience comes from addressing the emotional aspects of their interactions.

The key to success is to fully understand the customers' needs and expectations. By doing so, companies can identify what the most important interactions are – key “moments of truth” – and prioritize delivery on these interactions.

By employing a customer experience framework to prioritize resources according to the impact of particular customer interactions, paying particular attention to emotional experiences, companies can build achievable operational models that create customer advocates.

Best‐in‐class companies understand the entire customer experience and use a Customer‐Focused Enterprise model to foster customer advocates while deploying resources effectively and efficiently. The six characteristics of the CFE are: customer authority, customer dialog, integrated execution, solution experience, human performance and customer focused organization.

By studying marketing strategies of the global Weider Nutrition International Group, this study aims to analyse how the industry surrounding fitness equipment and dietary supplements interacted with fitness culture through marketing, advertising and consumption in 1950s Scandinavia. The emphasis is on how the Weider Group established their position as a world leader in sports nutrition through mail order partnerships and advertising using bodies and body ideals in their campaigns.

The Weider Group’s marketing campaigns are studied through close reading of text and images in Scandinavian weightlifting and bodybuilding magazines in the 1950s, guided by a theoretical understanding of the body as a constant and ongoing project.

This study deepens the historical knowledge of market-driven aspects of sport and exercise. The market for nutrition and fitness products was internationalised in the 1950s. The study shows that cooperation between commercial and civic organisations played a major role in the enterprise of selling fitness and nutrition products.

This paper shows that in marketing the products, the advertisements – which appealed to both men and women – not only struck a tone of intimacy and desire but also cultivated a sense of insecurity and inadequacy, as well as individuals’ responsibility for maintaining their own bodies. The latter was reflected in young men’s letters to magazines in which Weider’s products and training programmes were praised. For women, this opened up a previously male-dominated gym environment.

Looks at how the Labour Party in the UK re‐organized and regenerated itself between 1983 and 1992 and suggests that, as a result, the party has an over‐reliance on corporate marketing and management, to the detriment of party democracy. Also believes that overcentralization of decision making took place, particularly with regard to the reporting of market research data, a central function at the heart of modern electioneering. Discusses some of the problems which this caused and the changes which have taken place since the departure of Neil Kinnock in 1992.

Measuring service quality in higher education is increasingly important for attracting and retaining tuition‐based revenues. Nonetheless, whilst undergraduates have received substantial academic exposure, postgraduate‐based research has been scant. Consequently, the objectives of this paper are threefold: first, to identify the service factors used by postgraduates in their quality evaluations. Second, to analyse the appropriateness of importance‐performance analysis (IPA) in the measurement of service quality and, final, to provide a working example of IPA's application in a UK‐based university.

Convergent interviews were used to elicit attributes of service that were deemed important by taught postgraduate students. These findings were then tested using an online survey. Exploratory factor analysis was used to group the service attributes into latent “service factors”. Each service factor was then tested for service quality using Martilla and James's IPA technique.

About 20 service attributes were educed from the qualitative stage. From these, four service factors emerged; being, academic, leisure, industry links and cost. Using IPA in a UK university, the findings suggest that the “academic” and “industry links” aspects of service quality are the most critical to postgraduates. The paper's conclusions suggest that IPA is an appropriate tool for measuring service quality in postgraduate education.

Through the application of the IPA framework presented in this research, practitioners can successfully identify areas of service priority and thus allocate appropriate resources to encourage continuous service improvement.

This research provides a valuable insight into the service quality needs of the UK postgraduate segment and also a potential conceptual framework for policy makers to use when evaluating their service delivery.

This paper aims to describe the development of a new software tool for the scheduling of real‐time control messages in a time‐triggered control network. The prime application area for such a solution is in real‐time robotic controllers and other similar machine control systems.

The design of a scheduling tool, called SMART‐Plan, is described. The tool is based on a “least slack time” scheduling policy. A prototype tool for the time‐triggered controller area network (TTCAN) is developed. The design is validated against Society of Automotive Engineers Benchmark and a formal verification of the message schedule is also proposed.

The research findings show that it is feasible to develop such a message scheduling tool and the performance of the tool is comparable with other research solutions, which have been applied in the past to simple periodic schedulers, as opposed to time‐triggered networks.

Although the prototype solution assumes a TTCAN control network, the concept will also be feasible for other types of time‐triggered control networks. The availability of such a tool might encourage developers of robotic equipment to adopt the time‐triggered network approach for the architectural development of such control systems. To date, the problems associated with the message scheduling of such time‐triggered systems have been an inhibitor to such developments.

This is a new scheduling approach to the message scheduling of time‐triggerred control networks.

This study examines the impact of bureaucratic structure on morale among hospital staff. Hypotheses are drawn from Hage's axiomatic theory of organizations, including the predicted negative impact on morale of formalization, centralization and stratification, and the positive impact on morale of task complexity. Contingency hypotheses involving structure and task complexity are also examined. Results indicate morale is either positively affected or unaffected by structure, and negatively affected by process. Some evidence of contingent effects are found. The findings are discussed within the broader context of Weber's theory of bureaucracy. This paper addresses the relationship between several structural features of bureaucracy and workers' morale in a hospital setting. It examines these relationships from broadly defined theoretical perspectives. In this connection, Weber's theory of bureaucracy is treated, as was the case in his original, as part of his general theory of rationalization in modern western society. The study considers the relationship between: 1) Formalization and morale, 2) Centralization and morale, 3) Stratification and morale, 4) Complexity and morale. These structural features of bureaucracy—formalization, centralization, stratification and complexity‐are treated as the means at the command of management for attaining organizational objectives. Worker morale is often referred to as the “level of feeling” about themselves among workers or about the work they perform (Revans, 1964; Veninga, 1982; Simendinger and Moore, 1985; Zucker, 1988). In effect, the term is used in stating that morale is high or low to suggest that something is right or wrong about the organization. Surprisingly, many of these studies do not explain why they are suggesting a particular state of morale, but only that the state of morale is crucial to the performance of the organization. In essence, morale is the level of confidence of the employees. It can vary from one department to the other due to specific or overall structural conditions of the organizations; without giving it routine consideration, performance will degenerate (Nelson, 1989).

This paper aims to investigate the effect of UK building society demutualisation on levels of efficiency at the largest five commercial banks in the UK.

This research utilises data envelopment analysis (DEA) within a rarely adopted windows framework to analyse efficiency. The study also incorporates a novel risk proxy in the profit‐orientated approach to determine DEA input/output which proves a useful innovation to the methodology.

The overall aggregate results suggest that converting building societies outperformed their bank counterparts in all areas of efficiency and that scale efficiency dominates pure technical efficiency. Interestingly, the results also indicate that the level at which institutions continue to find economies of scale had increased when compared to previous research.

The period of building society demutualisation offers an empirical opportunity to examine deregulation upon market participants. It is felt that this study offers academics, regulators and participants within the financial services environment an insight into the efficiency impact of deregulation.

The number of animals raised and slaughtered for food in the U.S. has increased dramatically since 1945. We examine how two factors have been fundamental in this expansion of “meat” consumption: the market and the state. U.S. agricultural policies that emerged form the New Deal centered on price supports and production controls. While these policies were aimed at controlling supply, they instead spurred intensive and industrial techniques that resulted in continuous overproduction, especially in corn, wheat and soybeans. As a result, farm organizations and the state promoted “meat” production and consumption as a way to alleviate the surplus. To handle this expansion, intensive and industrial methods reshaped “meat” production, resulting in more oppressive living conditions for animals raised as “meat”. We explore this connection between the market, state policy and animal oppression. We also briefly analyze how this relationship has likewise affected workers and peripheral nations in the world economy.

Research in the discipline of antitrust economics, which encompasses legal as well as economic aspects, reveals a young and expanding area that has established its own literature within the past twenty years. The citations in this bibliographic essay were selected for their particular relevance to the subject and represent a core collection of materials that would be most useful to the study of American antitrust economics.