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The purpose of this paper is to investigate similar and different wayfinding strategies used by novice and expert patrons at an academic library.

The study employed a usability study approach. In total, 12 people, places, or things were identified as important for students to be able to locate within an academic library. Students from one of three groups (high school, freshmen, and seniors) were randomly assigned a scenario requiring them to find the indicated person, place, or thing. Student researchers video recorded participants and took field notes during the wayfinding activity and conducted an interview about participant’s experience following the exercise.

Total and average time needed to locate the person, place, or thing indicated in the scenario were determined for each group. In addition, wayfinding tools (signs, maps, help desks, technology, and experience) used by participants were identified.

The research compares novice and expert wayfinding strategies. It is unique in its use of student researchers as part of a sociology class project, to collect and analyze the data.

Explores the nature of transformational and transactional leadership among business executives. Comments reveal that most executives believe there are weaknesses as well as strengths with both leadership constructs in practice. Overall, major leadership strengths are in the role modelling, coaching, and consideration behaviors of executives. Major weaknesses are in failure to motivate and challenge workers beyond the expected outcomes. Other facets of each of the four transformational and two transactional leadership behaviors are examined in this article. Lists leadership strategies and approaches for achieving positive results and implications for future research are also provided.

This article attempts to outline the current economic and cultural environment in which management development operates in Hong Kong and to demonstrate the potential barriers which exist to the expansion of management development provisions and the acceptance of process. We review and evaluate management training and development provision in the territory using data from a recent survey. An attempt is made to identify the ways in which the barriers to management development in Hong Kong might be overcome and thus how Hong Kong′s managers might be better prepared for the potentially different world which may emerge post‐1997 after the take‐over by the People′s Republic of China.

The Ni-based superalloy IN-738 LC is known to be susceptible to porosity and different types of cracking during the build-up process and, thus, challenging to manufacture using selective laser melting (SLM). Determining a feasible set of operating parameters for SLM of nickel-based superalloys involves new approach to experimental design based on the Doehlert method that assists in determining an optimal (feasible) set of operating parameters for SLM of IN-738 LC powder alloy.

The SLM parameters are evaluated in terms of their effectiveness in obtaining the microstructure with a porosity content of <0.5 per cent and without micro-cracking. The experimental approach is exemplified with the Doehlert matrix response variable, relative density, by comparing Archimedes method with microstructural assessments of pores and cracks from image analysis. The effect of heat treatment (HT) and hot isostatic pressing (HIP) on the microstructure of the SLMed IN-738 LC powder alloy has been examined and the consequential tensile response characterised.

By using optimised process parameters (low heat input, medium scanning speed and small hatching distance) which provides medium energy density, samples of IN-738 LC with a macroscopic porosity <0.5 per cent and free of micro-cracks can be manufactured by SLM. The results indicate that HIP of SLMed material did not lead to a noticeable effect on mechanical properties compared to HT of SLMed material suggesting that the level of both porosity and crack density might be already below the detection limit for the mere heat-treated material.

SLM processing parameters (power, scan speed, hatching distance) for IN-738 LC were successfully optimised after only 14 experiments using Doehlert design. Two independent methods, Archimedes method and image analysis, were used in this study to assess relative density of SLM-produced samples with sets of processing parameters showing coherency in prediction with predicted response by Doehlert design.

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Term. 37203. Mrs. Cheney does not sell the books listed here. They are available through normal trade sources. Mrs. Cheney, being a member of the editorial board of Pierian Press, will not review Pierian Press reference books in this column. Descriptions of Pierian Press reference books will be included elsewhere in this publication.

The purpose of this paper is to understand the antecedents of fanaticism through the lens of attribution theory and “norm of reciprocity”. It is proposed that consumers will reward firms with high perceived effort, including both general and specific effort by increasing their loyalty and becoming a fan of the company.

The data are collected in a high-tech services industry, mobile phone services. A paper-based survey using mall intercept technique was employed in this study. The sampling design was a combination of convenience sampling (any adult who happened to be at a given location on a given day and time) and system probability sampling (every fifth adult who passed the data collection point was approached and asked to participate in the study). The final sample size is 600.

The antecedents of fanaticism are identified as both firm’s general effort (i.e. service quality and innovativeness) and specific effort (i.e. perceived reciprocity). In addition, perceived regulatory control moderated the relationship between innovativeness, part of firm’s general effort and customer fanaticism. To be more specific, perceived regulatory control increased the effect of perceived innovativeness on fanatical loyalty.

The introduction of the role of perceived regulatory control in the interactions between firms and customers has not been adopted in previous research and can contribute a new body of knowledge to the current literature. This research has implications for service providers, especially in high-tech industries.

This paper assesses the patients' healthcare information needs and expectations when they attend a rheumatology outpatient clinic. It proposes that obtaining the patients' perspectives about the services they use is an essential service-development tool. The aim of this paper is to expand the current domains used to evaluate these perspectives.

This paper is an exploratory study, looking at quality assessment and improvement based on Donabedian's quality model in a rheumatology outpatient setting. A structured interview schedule addressing care pathways was used and 70 consecutive patients were recruited.

The article provides insights about how relevant change can be brought about when service development is contemplated. It suggests that patients are important stakeholders in the ongoing service development process.

Because rheumatological conditions tend to be chronic and require long-term follow-up, the results may lack generalisability. Therefore, researchers are encouraged to test propositions in different clinical settings.

The article highlights healthcare delivery areas that are not meeting patient expectations. Some recommendations (such as informing waiting patients regularly about any delays) require minimal additional resources for successful implementation. Service providers need to obtain the patients' healthcare perspectives to ensure that services are built around their needs.

This article fulfils an identified need to study how patients perceive service quality.

The purpose of this paper is to report research findings on the perspectives of overseas trained psychiatrists (OTPs) on the “The Overseas Trained Specialist Up-Skilling Programme” (OTSUP), initiated in Queensland, Australia to assist OTP's to prepare for the Royal Australian and New Zealand College of Psychiatrist (RANZCP) Fellowship examination. Ascertaining and utilisation of OTP's views about the programme will enable improvements to be made to the programme and better implementation.

An exploratory qualitative design was utilised for the study in order to provide insights on the quality and effectiveness of the OTSUP.

Centred around two main themes. The first theme included participant's knowledge about the up-skilling programme with its subthemes of “finding out about the programme”; “perceived aims of the programme”; and “educational events supporting the programme”. The second theme revolved around participants’ perceived benefits of the up-skilling programme with its four subthemes such as, first, individualised support, second, the opportunity to improve practical and communication skills through OTSUP educational events, third, access to peer support and fourth, provision of specific information on the RANZCP examination process.

Limitations as this was a qualitative study, the findings can only be applicable to a similar context. Nevertheless, the findings do provide support for an educational initiative that assisted the OTS to better prepare for the RANZCP examination. To gain further insight into challenges faced by OTS with successfully passing the examination in less frequent attempts, programmes such as the OTSUP need to be improved and sustained.

The findings provide valuable insight into how OTPs view the up-skilling programme. Moreover, the findings pave the way forward in how the programme can be improved in the future to assist OTPs prepare for the RANZCP examination.

Index by subjects, compiled by K.G.B. Bakewell covering the following journals: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17; Property Management Volumes 8‐17; Structural Survey Volumes 8‐17.

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.