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21 – 30 of 67Katy Cigno, Greta Bradley and Tony Ellingham
Discusses attempts by the government’s political opposition (in the UK) to break the consensus on welfare and considers whether the recent change in political power has materially…
Abstract
Discusses attempts by the government’s political opposition (in the UK) to break the consensus on welfare and considers whether the recent change in political power has materially altered the direction of policy relating to care in the community and the role of social workers. Charts the development of the British welfare state from its conception in 1945 through to the present day, focussing on recent reforms in community care provisions and the role of social workers; details how the profession has been undermined by a series of events and profiles the former government’s response. Identifies that the welfare role of social workers has diminished, and been replaced with a social control function. Concludes that, despite the legacy inherited from the previous government, a shift in the political approach to social services and community care provision is discernible.
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Ian Christie and Duncan Goldie‐Scot
Digital money has made slow progress over the last five years, but now momentum is building and banks throughout Europe have begun to deploy digital money on a large scale…
Abstract
Digital money has made slow progress over the last five years, but now momentum is building and banks throughout Europe have begun to deploy digital money on a large scale: GeldKarte in Germany, Proton in Belgium, CASH in Switzerland, etc. Early trials have been inconclusive, markets remain fragmented and cautious, and consumers remain to be convinced that they can place trust in digital services, but the emergence of the Net has revitalised the digital money scene. Discusses the possible consequences of e‐cash transactions in an international networked environment where long established economic and monetary ideas may no longer be valid. Raises key issues such as the implications of e‐cash on the overall money supply and inflation control, how e‐cash systems fit into fair trading regulations, the impact on the tax base, demand for government issued notes and coins and the protection of commercial and personal privacy. The importance of innovation by industry, co‐operation as the basis for competition and the creation of a regulatory framework by government are highlighted. Warns of the need for regulating authorities to ensure that economically disadvantaged groups are not excluded from the digital money environment.
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Brian R. Parks has been (Friday, 1st December 1989) appointed chief executive of the Macpherson PLC group of companies which has a turnover of approximately £100m and includes one…
Abstract
Brian R. Parks has been (Friday, 1st December 1989) appointed chief executive of the Macpherson PLC group of companies which has a turnover of approximately £100m and includes one of the United Kingdom's biggest paint manufacturers and leading names in the production of polymers, resins, industrial and wood finishes.
Dogan Gursoy, Raine (Ruiying) Cai and Gerardo Joel Anaya
This paper aims to examine the phenomenon of disruptive service behavior: an act by a customer that negatively affects the service experience of other customers and to identify…
Abstract
Purpose
This paper aims to examine the phenomenon of disruptive service behavior: an act by a customer that negatively affects the service experience of other customers and to identify typology of disruptive behaviors of customers that can negatively alter the service experiences of by-standing customers.
Design/methodology/approach
Anecdotes of customers’ service experiences that were negatively affected by the behavior of other customers were gathered from several customer review and discussion websites using a netnographic study approach. Data were analyzed using a qualitative data analysis approach with an iterative and inductive methodologies.
Findings
The analysis produced a typology featuring seven categories of disruptive behaviors of customers: “Inattentive Parents with Naughty Kids”, “Oral Abusers”, “Outlandish Requesters”, “Hysterical shouters”, “Poor Hygiene Manners”, “Service Rule Breakers” and “Ignorant Customers”.
Practical implications
Using the typology developed in this study, managers and operators of hospitality businesses can identify specific customer service behaviors and develop strategies and actions to minimize the impact of those behaviors on the service experience of other customers.
Originality/value
Even though a great deal of attention has been given to how employees can damage customers’ service experiences, much less work has been conducted on disruptive behaviors of customers as an influential factor of service quality and satisfaction. This study aims to address this gap in the literature by developing a typology of disruptive customer behaviors.
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Sean Sands, Carla Ferraro, Colin Campbell and Hsiu-Yuan Tsao
Brands are increasingly considering the use of chatbots to supplement, or even replace, humans in service interactions. Like humans, chatbots can follow certain service scripts in…
Abstract
Purpose
Brands are increasingly considering the use of chatbots to supplement, or even replace, humans in service interactions. Like humans, chatbots can follow certain service scripts in their encounters, which can subsequently determine the customer experience. Service scripts are verbal prescriptions that seek to standardize customer service interactions. However, while the role of service scripts is well documented, despite the increasing use of chatbots as a service mechanism, less is known about the effect, on consumers, of different service scripts presented during chatbot service encounters.
Design/methodology/approach
An experimental scenario was developed to test the research hypotheses. Respondents were randomly allocated to scenarios representing a 2 (service interaction: human, chatbot) × 2 (service script: education, entertainment) design. A total of 262 US consumers constituted the final sample for the study.
Findings
The findings indicate that when employing an education script, a significant positive effect occurs for human service agents (compared to chatbots) in terms of both satisfaction and purchase intention. These effects are fully mediated by emotion and rapport, showing that the bonds developed through the close proximity to a human service agent elicit emotion and develop rapport, which in turn influence service outcomes. However, this result is present only when an educational script is used.
Originality
This paper contributes to the emerging service marketing literature on the use of digital services, in particular chatbots, in service interactions. We show that differences occur in key outcomes dependent on the type of service script employed (education or entertainment). For managers, this study indicates that chatbot interactions can be tailored (in script delivered) in order to maximize emotion and rapport and subsequently consumer purchase intention and satisfaction.
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Jenny Raubenheimer and John Stephen van Niekerk
– The purpose of this paper is to review interlending development in South Africa and current trends in interlending.
Abstract
Purpose
The purpose of this paper is to review interlending development in South Africa and current trends in interlending.
Design/methodology/approach
Literature study and survey.
Findings
Interlending is still an essential service in South Africa. Interlending systems must be used effectively to ensure rapid delivery of requested interlibrary loans. There is a significant use of WorldShare ILL, but there is a scope for substantial development.
Research limitations/implications
This is not a comprehensive study but focusses on current interlending activities at some of the larger South African academic and special libraries and the use of Online Computer Library Centre systems.
Practical implications
The paper provides some historical information and the extent of current interlending and systems used.
Social implications
The paper gives an indication of the value of interlending in South Africa and its contribution to information provision.
Originality/value
The paper provides a snapshot of interlending in South Africa and areas for development.
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Consumption is a new central issue, globally, driven by more visible consumption concerns of citizens. For instance, entertainment and the environment rise as political issues…
Abstract
Consumption is a new central issue, globally, driven by more visible consumption concerns of citizens. For instance, entertainment and the environment rise as political issues, while workplace issues decline. To link individual choice with public and urban context, we outline a theory of consumption in specific propositions. They start with individual and personal influence characteristics in shopping and political decisions, then add socio/cultural characteristics. Three cultural types adapted from Elazar are Moralistic, Individualistic, and Traditional – which shift individual patterns. For instance moralistic persons favor more environmentally sensitive consumption, even boycotting cars, TV, and paper towels, backing green groups and parties. Such protest acts via personal consumption are ignored by many past theories. Individualists instead favor more conspicuous, status-oriented consumption, à la Veblen, or the modernism of Baudelaire and Benjamin. For traditionalists, consumption reinforces the past, via family antiques and homes, ritualized and less individualized. The three types help interpret differences in consumption politics by participants in different social movements, cities, and countries.
Ink transfer means for printing machine. In GB patent 2278574 David Edward McManamon describes an ink transfer means for a printing machine. It includes an application roller to…
Abstract
Ink transfer means for printing machine. In GB patent 2278574 David Edward McManamon describes an ink transfer means for a printing machine. It includes an application roller to receive ink from an ink rail and transfer ink to print rollers for printing. A pair of wiper rollers are provided above and below the centre of the application roller and in close proximity to the surface. The wiper rollers are driven in opposite directions so that they effectively wipe the surface of the application roller. This prevents build up of ink and the associated ink misting, irrespective of the direction of rotation of the application roller.