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This paper develops the concept of managerial discretion. Discretion, defined as individual empowerment to act, has received increased attention in the management literature, particularly in the policy area. This research develops an instrument to measure discretion of individual managers. Vignettes are used to measure the willingness of managers to act in response to dilemmas that have organizational policy implications. The investigation of the reliability and validity of the developed measure, the Individual Discretion Questionnaire (IDQ), reveals that it identifies variability in managerial response and correlates significantly with two other established measures: locus of control and organizational ethical culture. The results suggest that this assessment tool may provide a means to identify how willing individual managers are to take preventive action in situations that present financial and sociopolitical risks to their organization.

Technologies for the delivery of financial services, such as ATMs, home banking and other self‐service media, are having a profound impact on the design of retail banks' delivery systems. The results of an empirical study based on a probability sample survey of 117 US retail banks, in which the channels of delivery for typical banking products are investigated, are presented. Several of the basic assumptions of a conceptual framework depicting the relationships between service contents characteristics and service delivery channels are tested. Specifically, this article considers how banking services (transactions and enquiries) generally vary according to the type of delivery channel emphasised by the bank for its target market (industrialisation level) and according to the number (span) of delivery channels available to the customer. It also shows the relationship between these two key factors in delivery system design, industrialisation and span.

In retail settings, customer satisfaction is generally associated with a global evaluation of the store, i.e. the store image. Waiting for service is not part of the store image dimensions, but it does play an increasingly important role in the retail experience where waits are often inevitable. The present study seeeks to investigate how waiting for service at the checkout counter influences overall satisfaction, along with the store image.

The study combines services marketing and waiting literature. Data were collected in various supermarkets in The Netherlands. A partial least squares regression technique is used to analyze the data.

The paper demonstrates an important and complementary role of the behavioural construct “negative response to the wait” in explaining overall customer satisfaction in a retail environment. The effect of customers' negative emotional response to the wait on satisfaction is partially mediated by store image, and explained variance in the dependent variable increases by 24 percent when the effect of the wait at the checkout is included.

Measuring customer satisfaction without taking into account the effects of various waits during the retail experience will produce incomplete results.

Moreover, a range of controllable factors influences the customer's wait. Intelligently managing these factors can mitigate negative effects on customer satisfaction, or even increase the overall evaluation of the service. Specific recommendations for service managers and a research agenda are provided.

The study combines service marketing and waiting literature to address the issue of waiting in line and tests the theory with real‐world data from a field study.

Given the variety of a reference librarian's duties, it is difficult to measure the quality of his or her performance. In this article, Tom Carter describes the employee evaluation procedure used at an academic library, and explains the principles on which the method is based.

Argues that the gold standard is the only monetary regime consistent with the philosophy of free enterprise and assesses the contributions of Friedman, Mundell and Hayek to monetary theory as supporters of the free market but opponents of the gold standard. Critically reviews the basic ideas of each and notes that Greenspan, while apparently endorsing the gold standard, has not actually used his position as chairman of the US Federal Reserve System to move towards it. Lists some economists who support both free enterprise and the gold standard as a “vital aspect of political economy”.

Recent studies of web‐site use indicate that people do not come to the web for an “experience”, they come for information. Yet, to date, web‐site design has been synonymous with the “look and feel” of a site overlooking the significance of a site’s information architecture. In this study, we assessed the effect of the information architecture of an academic web site: how information is categorised, labelled and presented, and how navigation and access are facilitated. Twenty‐four participants from six faculties attempted to answer typical questions often asked within an academic milieu. They were able to find the answers to just over half the questions successfully and, in subjective assessments, gave the site a failing grade. We address how the information architecture affected their ability to negotiate the site and, additionally, make recommendations for the key ingredients: information design, access tools, and navigational aids.

In this chapter, the author analyzes sentencing and incarceration practices in South Africa during the last 20 years, a period which saw the country transforming into a fully flexed democracy.

The concepts of sentencing, mandatory minimum sentencing, sentencing of children and incarceration are discussed. The past 20 years of democracy serve as a point of departure for this discussion. The retrospective nature of the adopted approach necessitates a heavy reliance on existing literature, but a statistical analysis is also relied upon. The author also reflects on research conducted during the last 20 years.

While it is almost impossible to duly consider all sentencing-related developments in democratic South Africa, important advances have been made but they were not always systematically followed through. Well-intended policies have at times been poorly executed. Specially, the correctional system destroyed all types of staff motivation through poor human resource practices.

Few scholars have considered the influence of sentencing practices on the South African inmate population, more particularly during the period of democracy that has been running for 20 years. This influence in the South African criminal justice system will be highlighted. The contribution of sentencing in the democratization of the country may be drawn from this discussion. The study may contribute to policy implementation for decades to come and through that, strengthen the South African democracy. At the same time, lessons from South Africa may serve as a roadmap for other young and established democracies.

Reviews previous literature regarding quality in order to suggest a framework for a company committed to quality. Outlines the behaviours a quality firm must possess and discusses each in turn, considering all the stakeholders which must be satisfied to achieve total quality. Emphasizes the interdependence of all these factors for success. Briefly covers the problem of satisfying the conflicting demands of different stakeholders.

HR return on investment (ROI) is still important, as is the need to create business cases for HR programs. But, as companies move toward profitable growth, the focus is no longer on strategic cost reduction and HR transformation, but on talent acquisition, management and retention.