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Using the backdrop of an (apparently) extended visit to the West Indies, analogies with key concerns of internal audit are drawn. An unusual and refreshing way of exploring the main themes ‐ a discussion between Bill and Jack on tour in the islands ‐ forms the debate. Explores the concepts of control, necessary procedures, fraud and corruption, supporting systems, creativity and chaos, and building a corporate control facility.

The purpose of this study is to explore the use of expletives and derogatory terminology in the naming structure for companies, products and brands; a marketing strategy which is growing across a wide range of industries. The author defines this concept as brand vulgarity and explores the practice, as it situates in the midst of irony, as terms commonly held as taboo and societally indecent, are moving into the mainstream.

This study draws on the established literature in branding, profanity and ironic marketing to create a conceptual framework through which to understand brand vulgarity.

Brand vulgarity is intended to capture attention. However, several factors influence consumer receptivity and acceptance. These factors include perceived offensiveness exposure and the reclaiming and reappropriation of vulgar terms. Brand vulgarity not only challenges traditional approaches to nomenclature in branding but the building of brand image as well.

The marketplace has become a brand war demarcated by fierce competition each entity vying for attention. The use of vulgar terminology and the growing ease of consumer receptivity calls to question changes in sociocultural sensitivity and its influence on social acceptance of brand vulgarity.

This work breaks new ground as the first to introduce the concept of brand vulgarity and examine the practice across multiple industries.

This paper aims to evaluate the performance of a chat reference service implemented at an academic library in a private liberal arts college by gauging its impact on other forms of reference service in terms of usage volume, with a focus on research-related face-to-face reference questions.

Two statistical methods are used, namely, the difference-in-differences method and a simple moving average time series analysis, to analyze both the short-term and long-term impact brought by chat reference.

This study finds that the usage volume of the traditional face-to-face reference is significantly affected by chat reference in its first service year. The long-term analysis suggests that chat reference volume displays a significant declining trend (−2.06 per cent academic month) since its implementation. Yet, its usage volume relative to other reference services remains stable over time.

The findings in this case study will be of value to libraries with similar scale and institutional features that are also interested in assessing their chat reference service. In addition, this paper is the first to apply the difference-in-differences approach in the field of library science, and the two statistical methods adopted in this case study can be readily adapted and applied to other similar volume-based library assessment projects.

“In so far as stray thoughts, giants, and brownies, lies and errors are really existing, though only in the imaginations of men, to that extent they are true. All errors and lies are true errors and true lies, hence are not so far removed from truth that one should belong to heaven and the other to eternal damnation.” (Dietzgen: The Positive Outcome of Philosophy).

I propose a model of behavior in social interactions where individuals maximize a three-term utility function: a conventional consumption utility term and two “social” terms that capture social preference. One social term is a taste for desert, which is maximized when the individual believes the other person is getting what they deserve. The second social term measures the target individuals’ anger or gratitude from the interaction which is determined by a value function derived from prospect theory. After introducing the model and generating a series of comparative statics results and derived predictions, I report the results of a series of quasi-field experiments on social preferences. I discuss how the model explains several paradoxes of empirical moral philosophy that are less explicable by current economic models of social preference focusing on outcomes and intentions.

THE Reference Department of Paisley Central Library today occupies the room which was the original Public Library built in 1870 and opened to the public in April 1871. Since that date two extensions to the building have taken place. The first, in 1882, provided a separate room for both Reference and Lending libraries; the second, opened in 1938, provided a new Children's Department. Together with the original cost of the building, these extensions were entirely financed by Sir Peter Coats, James Coats of Auchendrane and Daniel Coats respectively. The people of Paisley indeed owe much to this one family, whose generosity was great. They not only provided the capital required but continued to donate many useful and often extremely valuable works of reference over the many years that followed. In 1975 Paisley Library was incorporated in the new Renfrew District library service.

Customer journeys have become an increasingly important topic in service management and design. The purpose of this paper is to review customer journey terminology and approaches within the research literature prior to 2013, mainly from the fields of design, management, and marketing.

The study was conducted as a systematic literature review. Searches in Google Scholar, Scopus, Web of Knowledge, ACM Digital Library, and ScienceDirect identified 45 papers for the analysis. The papers were analyzed with respect to customer journey terminology and approaches, the relation to customer experience, the referenced background, and the use of visualizations.

Across the reviewed literature, customer journeys are described not only as a means to take the viewpoint of the customer, but also to reach insight into their experiences. A rich and at times incoherent customer journey terminology is analyzed and discussed, as are two emerging customer journey approaches: customer journey mapping (analysis of a service process “as is”) and customer journey proposition (generative activities leading toward a possible service “to be”).

The review is limited to analyzing and making claims on research papers that explicitly apply the term customer journey. In most of the reviewed papers, customer journeys are not the main object of interest but are discussed as one of several topics.

A nuanced discussion of customer journey terminology and approaches is provided, supporting the practical application of a customer journey perspective.

The review contributes a needed common basis for future customer journey research and practice.

Market orientation (MO) is at the center of the marketing discipline and has been the focus of one of the longest and richest research efforts in the field. This paper aims to study the development of the MO research area and changes in its nature, and the implications these have for MO research in particular as well as for the marketing discipline as a whole.

The study is guided by sociology of science research and studies of the history of the marketing discipline. It is based on a review of all MO articles and references in the period 1957‐2005.

The findings reveal three periods in the development of MO research: 1950s‐late 1970s, late 1970s‐early 1990s, and early 1990s until today. In terms of diffusion over time, MO research has diffused from marketing mostly to management, from generalist to specialist journals, from higher to lower quality journals, and from the USA only to Europe. Over time more scholars have become involved in MO research and the number of co‐authored MO articles has increased. The paper also finds that the MO research knowledge base and impact continue to be limited to marketing and management.

While the study involves a large effort to collect longitudinal data on MO publication activity, its main limitation is its descriptive nature.

Unlike previous research in marketing that has typically studied articles, authors and reference data to gain insight into the intellectual developments of specific marketing journals, here the authors use these sources for studying the structure and evolution of a specific and important research area such as MO. Also, the study is based on rich and longitudinal data, enabling a variety of longitudinal analyses. The link between the MO area and the marketing discipline is of value, showing how the development of MO mirrors key developments in the marketing discipline at large and is influenced by many of the same forces that shape the discipline.

I. INTRODUCTION In this monograph we point out and analyse various dimensions of bargaining structure, which we define broadly as the institutional configuration within which bargaining takes place, and attempt to provide some guidelines for management action. We look at the development, theory, and present framework of bargaining structure in Britain and then examine it in terms of choices: multi‐employer versus single employer, company versus plant level bargaining, and the various public policy issues involved.

The purpose of this paper is to propose a theoretical framework, based on contemporary philosophical aesthetics, from which principled assessments of the aesthetic value of information organization frameworks may be conducted.

This paper identifies appropriate discourses within the field of philosophical aesthetics, constructs from them a framework for assessing aesthetic properties of information organization frameworks. This framework is then applied in two case studies examining the Library of Congress Subject Headings (LCSH), and Sexual Nomenclature: A Thesaurus.

In both information organization frameworks studied, the aesthetic analysis was useful in identifying judgments of the frameworks as aesthetic judgments, in promoting discovery of further areas of aesthetic judgments, and in prompting reflection on the nature of these aesthetic judgments.

This study provides proof-of-concept for the aesthetic evaluation of information organization frameworks. Areas of future research are identified as the role of cultural relativism in such aesthetic evaluation and identification of appropriate aesthetic properties of information organization frameworks.

By identifying a subset of judgments of information organization frameworks as aesthetic judgments, aesthetic evaluation of such frameworks can be made explicit and principled. Aesthetic judgments can be separated from questions of economic feasibility, functional requirements, and user-orientation. Design and maintenance of information organization frameworks can be based on these principles.

This study introduces a new evaluative axis for information organization frameworks based on philosophical aesthetics. By improving the evaluation of such novel frameworks, design and maintenance can be guided by these principles.