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A project was undertaken to provide a description of the training needs of agencies who are partners in the provision of care in the community. In developing the research strategy a service design approach was adopted which complied with the design control requirement of the Quality Standard EN ISO 9001: 1994. A questionnaire for self‐completion was sent to 25 individuals involved in delivering community care. The findings enabled priorities of joint training to be identified. The findings also enabled training to be suggested for both manager and direct care staff. Demonstrates the need for skill acquisition in a variety of areas. Generally it was indicated by respondents that planning training arising from the project should be multidisciplinary. Enthusiasm for such training was also a feature of the respondents′ responses.

The NHS has undergone and continues to undergo rapid change. As a result of this the duties and responsibilities of employees will also change. Managers within the NHS have a responsibility to ensure that appropriate contracts of employment are held by employees and that, where required, variations in these contracts are documented. This paper uses the example of the changing role of the executive nurse director to highlight the importance of this need. It concludes by warning that failure to consider both the legal duties placed on employers when implementing contractual variations and the legal implications of adopting an unlawful method of variation, might lead to large legal bills and a demand on managerial time dealing with any legal claim against the employer.

Based on reflections of the issues encountered from ethnographic studies aboard ocean-going merchant ships and a seafaring community in the Philippines, pressure points on seafarers' lives that situate them in a precarious situation are explored. Due to the pandemic, the decline in total remittances was due to a huge fall in sea-based remittances of about 81% in 2020. The widespread loss of jobs has magnified vulnerabilities in the seafaring sector. The emergent exploration of worker vulnerability in cruise tourism industry is useful in identifying the necessary support for cruise workers to mitigate the long-term undesired effects of the pandemic. The fieldwork also reveals that the demand placed upon seafarers' daily and organizational lives are gendered. Women and men are differently constituted in the shipping and tourism industries which affect work opportunities and family values. The chapter aims to contribute to the discussion on inclusivity vis-a-vis the recovery plan of destination tourism by underlining the gender dynamics in cruise tourism, as it aligns with the general roadmap of growth for Southeast Asian cruise tourism program. We show that the transnational nature of cruise tourism on both labour and employment is interlinked with destination tourism, and the gender dynamics identified and reviewed will help identify and further promote inclusivity in the regional recovery tourism plan.

This paper aims to examine the practice of teamwork in an under‐researched, yet growing industrial setting.

Longitudinal ethnographic‐styled methods of data collection were used and data was examined using the Team Dimensions Model.

The findings suggest the Team Dimensions Model, with the addition of a customer service perspective, is of use for identifying managerial objectives and organisational outcomes of teamwork. However, this does not suggest that teamworking is easy to implement in the hospitality setting.

The findings were obtained using unobtrusive participatory and observational methods and based on a single company.

The paper allows management practitioners to reflect on realities of implementing teamworking under a corporate customer service initiative.

The paper takes an existing theory on teamworking and develops the theory in an under‐researched and growing industrial sector.

This paper reviews the literature on hotel guest questionnaires, also commonly known in the industry as comment cards. Considered a hotel tradition, the ubiquitous questionnaire remains the primary method employed by mainstream hotels to elicit and record guest feedback despite shortcomings in data reliability and response rates. Hence questionnaires play a key facilitation role in the collection of guest feedback (guest–hotel dyad in hotel communication). The paper traces the history of questionnaire utilization in the hotel industry, and examines evolutionary changes in terms of form and function. A typology of questionnaire genre is constructed. Used either independently or in combination with other methods, the traditional paper guest questionnaire has been complemented or even superseded by e-based variants. Obsolescence threatens the paper questionnaire as technology uptake permeates the hotel industry. This paper considers a “service innovation” by using the questionnaire as a communication tool along the hotel–guest dyad. A back-to-basics approach potentially yields a valuable and cost-efficient guest service encounter opportunity whilst mitigating questionnaire data deficiencies.

Teamworking is a multi‐dimensional concept which has gained recent popularity and some success in manufacturing, but there is little evidence that large numbers of firms in the service sector have espoused teamworking methods. This paper explores this dilemma by comparing academic perceptions of teamworking, through a review of the literature, with a study of the perceptions of practitioners. Although much has been written about group behaviour, the more recent literature on teamworking is inconclusive and is often derived from anecdotal rather than empirical research. Using information obtained from a recent study, this article suggests that the richness of the teamworking experience is not captured by some of the academic literature. It argues for a view of teamworking that is both grounded in the literature and which represents the views of managers and employees in the service sector.

In the aftermath of the financial crisis, flagging behaviour exhibits different features than before. The purpose of this paper is to examine the current ship registration situation and particularly the impact of the 2008 financial crisis on flagging behaviour in light of national characteristics.

The paper provides an overview of ship registration over the past 14 years and picks up new trends in the changing global economy. Moreover, a panel data analysis is applied to examine flagging in/out on a state by state basis.

The clear‐cut distinction between national registration and open registration has been diminishing and a convergence has been observed between the two flag types. The sovereignty of states creates a set of regulatory niches. The panel data results show that the flagging behaviour varies from nation to nation. A shipowner's view on choice of flag might be affected by national characteristics, and different continents and ship types tend to exert different influences on flagging out.

It is an oversimplification to assume the downfall of regulation and the rise of liberal deregulation, as different nations have different roles to play in this globalised maritime arena. At some point, an equilibrium may be established whereby the ratio of flagging out would reach a stable plateau within each nation.

This paper identifies the new features of ship registration after the financial crisis. Whereas flagging behaviour has been examined before from many different perspectives, this study approaches the issue from a macroeconomic viewpoint and further elucidates the impact of national states on the globalised phenomenon of the shipping world.

Previously, a questionnaire survey was conducted and it was found that some management practices were more influential to service quality than others. The purpose of this paper is to identify in more detail the reasons behind the survey findings.

Eighteen in‐depth interviews into a range of management practices which support service quality were conducted.

It was found that there were difficulties in implementing some of the management practices due to the type of staff employed and to the nature of tasks undertaken.

As the purpose of this research is to facilitate interpretation of the quantitative data, the investigation did not go in detail beyond mass and technological services. Hence, individual organisational characteristics, individual circumstances, or details of the service offered to customers are not considered beyond the category of either mass or technological services.

The paper identifies that the actual contribution from different management practices to service quality varied, and explains the reasons behind the diverse contributions in each type of service business.