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This paper gives an overview on the evolution and standards development of the external corrosion protection systems used for flammable and combustible liquids underground storage tanks (USTs) in North America. The paper first describes the different types of corrosion protected USTs for flammable and combustible liquids in North America. It then reviews the advantages and disadvantages of each of the corrosion protection systems used. Finally, it looks forward to some of the technical trends in the North American UST industry and the standard certification process for underground tank external corrosion protection, with updates on the technology and standards in the international UST industry.

Marketing management – services marketing specialization.

MBA/PGDM senior students studying services marketing as a specialization course.

US Technology Private Ltd (UST) is a major software services company in India. It was started in 1999 with a few employees at an offshore development centre in Trivandrum. Now in 2010, renamed UST Global, the company has over 7,000 employees worldwide. Phenomenal success of such a software company, in the left-oriented party dominated state of Kerala, has invited the attention of many people in the industry. The company earned valuable foreign exchange through software exports for the country and the state over the last ten years. The company has created innovative service differentiators, to impress on its clients, on the advantage of doing business with the company. The cementing customer satisfaction and derived customer delight that the company has created in their clients, has secured stable customer relationship management and customer loyalty. This reinforces the trust they have shown in the services management philosophy adopted by the company. The company's unique hybrid delivery model has worked well with its clients. Its unique selling proposition of “few clients and more focus” has resulted in delight of its customers, as they see it as a value addition for their money's worth. The leadership team attributes the success of the company to its fundamental core values and twin strategy of customer centricity and employee focus.

These are: customer perception of service; purpose of customer relationship management; service differentiators; and employees' role in delivering successful software service solutions to the customer, etc.

Teaching notes.

Much has been written about the manifestations and managerial implications of customer co-production in service offerings. However, there have been relatively few references to issues of co-production in international service environments. Co-production is very relevant in international environments because of the requirements for interaction between producers and consumers, which interaction spans international borders and national cultures. The purpose of this paper is to apply an established theory of co-production, the Unified Service Theory (UST), to the international service context. This provides the authors with structured models for conceptualizing the co-productive nature of international service offerings and assessing-related managerial implications.

The UST provides a model of co-productive service delivery. Extending that model, the authors develop a taxonomy of international service based on the “four modes of service supply” provided in the General Agreement on Trade and Services instituted by the World Trade Organization (WTO). Then, using data from the WTO and World Bank, the authors propose and test six hypotheses for predicting service exporting focus corresponding to the co-production taxonomy.

Based on the analysis of empirical data, the authors find more service exporting focus in small, growing, high-wage economies that have a significant service base and focus in merchandise exporting. The strength of these effects differs for different modes of service supply.

The authors also discuss cultural issues of international service, but the empirical analysis of culture effects is thus far inconclusive. Also, the analysis is limited to modeling and studying dyadic relationships, i.e., service providers in one country involved in an interchange with customers in another country. A natural extension would be to consider triads and more complex networks of co-productive service offerings.

This research shows how managerial implication of the UST can be extended to international service contexts. The authors review managerial implications pertaining to meeting variable demand, describing service characteristics, and pricing.

Co-production research is well-established in service management literature. This paper extends that research to international contexts by describing the WTO taxonomy in terms of the UST. This allows the authors to apply various insights of co-production to international service offerings.

The purpose of this paper is to examine the 2010–2015 financial performance (FP) of the national non-profit USA Triathlon (UST) using financial effectiveness (FE) indicators and financial efficiency (FY) ratios.

Archival data were used together with a case study method. FP was evaluated by net income; FE was indicated by total assets and total revenues, while FY was examined by program services ratios and support services ratios.

On average, the FP of the organization was positive ($2,100,591 net income per year), FE was moderate (66 percent increases in assets and revenues) and the FY was mixed (80 percent revenues spent on program services with an impressive return on asset of 14 percent).

By using case study method, the results may not be generalizable to other national non-profit sports organizations with non-financial objectives.

The results revealed that overall FP is a product of both FE and FY, making the study valuable to managers who are often faced with unreliable financial resources.

The study utilized both FE and FY measures to evaluate the FPs of UST – a major shortfall in similar studies.

Forensic mental health programs (FMHPs) in Ontario, Canada provide rehabilitation and supervision services. However, models available to guide their delivery are primarily adapted from fields outside of forensic mental health. To partially fill this gap, this paper aims to provide a general review of the process a multi-professional team took to develop the Integrated Forensic Program [IFP]-Ottawa Model of Risk Management & Recovery.

Working groups were initiated to identify the needs of patients in their local setting, conduct a literature review on care delivery models in forensic mental health and build a service delivery model specific to forensic mental health.

The resulting model places patient engagement at its centre and encompasses eight domains of need that contribute towards the patient’s recovery and the management of the safety risk they pose to the public, namely, the basic needs, diversity and spirituality, social, occupational, psychological, substance use, physical health and mental health domains.

The IFP-Ottawa Model of Risk Management & Recovery provides a framework to which therapeutic group services for persons in FMHPs can be aligned.

The leadership teams in FMHPs could use this framework and the method used for its development to ensure group services provided at their FMHPs are evidence-informed and coincide with their patients’ specific needs.

Decentralized finance is a technological infrastructure built on a blockchain networking environment that supplies transparent, uncensorable, and decentralized financial services and products. This infrastructure offers the opportunity to replicate traditional financial instruments on a decentralized platform and incorporate added features provided by blockchain technology. It also allows the creation of new instruments native to blockchain technology unavailable through traditional financial institutions. This chapter presents an in-depth analysis of the inner workings of stablecoins, decentralized exchanges, automated market makers, liquidity pools, decentralized lending, synthetic instruments, and asset management. It also provides specific examples for each application and presents some current challenges the sector faces.

Observes that staff development, undoubtedly, effectively enhances staff performance and job effectiveness, and the climate of interpersonal relations in an organization. Focuses on the need for professional staff development in an academic library and describes the state of the art of professional staff development at the University of Science and Technology Library, Kumasi, Ghana.

Financial assurance rules, also known as financial responsibility or bonding requirements, foster cost internalization by requiring potential polluters to demonstrate the financial resources necessary to compensate for environmental damage that may arise in the future. Accordingly, assurance is an important complement to liability rules, restoration obligations, and other regulatory compliance requirements. The paper reviews the need for assurance, given the prevalence of abandoned environmental obligations, and assesses the implementation of assurance rules in the United States. From the standpoint of both legal effectiveness and economic efficiency, assurance rules can be improved. On the whole, however, cost recovery, deterrence, and enforcement are significantly improved by the presence of existing assurance regulations.

This paper discusses the problems of preservation of library materials in Ghana with particular reference to the Library of the University of Science and Technology, at Kumasi. It provides an overview of the library — its architecture, control area, and materials. The writer then goes on to describe the causes of deterioration, which include biological, chemical, mechanical and natural disasters. Among the recommendations of the paper are the use of fumigation to eliminate insects; the use of air conditioners in all the rooms of the library; deacidification of library materials; and the surveillance of stock whilst they are being used. It is also the view of the writer that a contingency plan should be produced in the library to meet disasters.

Spousal influence in the decision‐making process for purchasing consumer goods has been extensively investigated in the academic literature. There have been few studies, however, that have looked at this issue in a cross‐cultural context, especially that of cultural assimilation. Reports the results of a cross‐cultural study of consumer decision making for 16 product categories across three different household samples: US nationals, Indian US immigrants, and Indians living in India. Two major conclusions emerge: the three groups differ significantly in extent of spousal influence: and, in general, the immigrant group is found to be positioned between the American nationals and the culture they left behind, lending credence to acculturation/assimilation theories.