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Purpose – To find major determinants of access to legal services and consider an effective way of expanding access to lawyers.Methodology – (1) A survey of Japanese individuals between 20 and 70 years of age, conducted in 2005; (2) A survey of visitors at legal advice centers of Bar Associations, conducted in 2007 and (3) A survey of visitors at law offices, also conducted in 2007.Finding – The use of a lawyer for legal services is not affected by income or a general knowledge of the law, but by the past experience of using a lawyer and personal connections with a legal professional. Both lawyers and people have anxieties about each other. Thus, a lawyer wants to accept a client who is introduced by someone that the lawyer knows personally. People who seek legal advice also worry about the cost and the unapproachabilility of lawyers. Direct or indirect personal connections help to reduce such anxieties. This traditional pattern of legal access is found among visitors at law offices. However, visitors at legal advice centers do not have such experience or connections. Legal advice centers, rather than to law offices, could expand access to lawyers more effectively, because the former is easier for people without personal connections to get access to legal advice.Research limitations – The response rate of the office survey is very small.Value of chapter – It contributes to a current debate on what affects the use of a lawyer and suggests a policy for expanding access to lawyers in Japan.

The purpose of this paper is to present a model for promoting professional sales in winery visitor centers, as well as the results of an exploratory study to test the model.

A survey methodology was used to evaluate the sales behavior of winery personnel in three popular wine tourist regions of California, USA. In total, 284 mystery shopper evaluations were completed and analyzed. In addition, a professional sales model for winery visitor centers was developed based on secondary sources drawn from the literature.

Results indicate that some of the winery visitor centers have adopted professional sales techniques and trained their staff to perform these tasks, but there is still ample opportunity to improve. Sales presentations could become more interactive in many cases, and relationship and trust building actions could be emphasized more.

The study was limited to three wine regions in California, and only provides descriptive statistics of service and sales in the tasting room. Further testing of the model in new locations with expanded statistics would be useful.

The study highlight effective professional selling tactics used in winery visitor centers which could be adopted by managers. It also identifies areas for improvement.

This paper introduces a new model on professional sales in winery visitor centers. This is the first of its type to be applied to the wine industry for direct to consumer sales.

Influenced by evolutions in mental health, a meeting house, “Villa Voortman”, was recently developed. It is based on an integration of therapeutic community (TC) and psychoanalytical Lacanian thinking. The purpose of this paper is to investigate the position of Villa Voortman in the treatment continuum for dually diagnosed clients. Two research questions are addressed: how does Villa Voortman operate ? and how do clients perceive the Villa?

The first question was tackled by a personal account of the founders of Villa Voortman. The second question was addressed by a qualitative study using video-material of 19 visitors’ personal accounts.

The visitors mentioned three themes: social inclusion, personal development and equality. These aspects are further refined into sub-themes including the provision of “asylum”; the instalment of a warm and welcoming atmosphere; the focus on real human encounter; a permissive, supportive and “waiting” environment; a minimal but “good enough” structure; the necessity of a place where persons can develop themselves; the striving for social inclusion and future perspectives; and the support in becoming inclusive citizens again.

The value of the paper lies in disclosing the visitors’ lived experience. This is an essential part of shedding light on the “active ingredients” of support, In reference to the title, visitors nor treatment staff have “carte blanche” with regard to how support develops, as this is driven by the dialectal course of everything that occurs during the support process.

The wine business is a fast growing industry in Taiwan particularly since the government deregulated the monopoly system, which in turn has induced fierce competition. Affective theory suggests that consumer emotion affects mood and purchasing behavior. The purpose of this paper is to propose that wineries may attract diverse customers by using pleasant atmospheric cues.

In total, 346 samples from four famous wineries of two different types were collected and customers' mood and emotional factors relating to the wineries were explored, and the relationship between the factors of winery atmosphere, customer satisfaction, and purchasing behavior were examined.

Test results confirm that a pleasant atmosphere attracts and strengthens the customer's affective commitment, which in turn strengthens the customer's repetitive purchasing intention.

Samples from four wineries may be too limited to allow generalisability of research findings, although these wineries attracted the majority of winery visitors.

Wineries should target and attract broader customer segments to include general tourists by creating the winery as a place of interest for leisure activities. The inclusion of customer‐centric factors in marketing campaigns in response to customer demands is needed in spanning market boundaries.

This paper expands the conventional wisdom of attracting wine consumers through wine tasting to include the overall attractiveness and appeal of the winery. Involving more diversified customer types as target groups will effectively broaden the winery's business scope and turnover.

The purpose of this paper is to explore the qualities of a small town centre and how such centres can enhance their attractiveness.

A convenience sampling procedure was used to administer a web survey to visitors of a small Swedish town. Importance-performance analysis and statistical methods were used to analyse quality attributes and quality dimensions. Correlation analysis was run to measure the relationship between centre attractiveness and shopping loyalty.

The variety of retail outlets is what is most valued by visitors to a small town centre, followed by the provision of events and non-commercial activities and the design and maintenance of the physical environment in the centre. Surprisingly, the interpersonal behaviour has less impact on the perceived attractiveness than the aforementioned quality dimensions. Visitors’ shopping loyalty is significantly related to the perceived attractiveness.

The study is a one-off study based upon a small Swedish town, but it is indicative of global shopping trends.

Implications for town centre management to enhance the attractiveness of the business district of a small town.

Traditional town centres have been props for the surrounding societies, providing anscillary services beside retailing. When retail moves to out-of-town retail locations, this could lead to the erosion of interpersonal communications and central services for citizens.

Pioneering research on small Swedish town shopping.

The whisky industry of Scotland originates from the 15th Century when in 1494 the earliest record of distilling in Scotland was documented (www.scotch‐whisky.org.co). Since then the whisky industry has developed to become an intrinsic part of Scottish life and today generates vital employment opportunities and export revenue for the country. The realisation of the tourism and marketing potential of whisky distilleries in Scotland however only occurred in the late 1960s when the Glenfiddich, Glenfarclas and Glenlivet visitor centres opened (TMDA, 1995). Since then more than 44 distillery visitor centres have opened (SWA, 1999) and they now make a significant contribution to the range of tourist attractions in Scotland. For example, in 1995, six distilleries appeared in the top 50 visitor attractions in the Grampian region (GRC, 1995). The Malt Whisky Trail (MWT) is a collaborative venture between Aberdeen and Grampian Tourist Board, the Local Enterprise Company and a specific group if distilleries in the valley of the River Spey. Modelled on successful chateaux visitor trails in France, the first distilleries on the MWT opened to visitors in 1972, and the Trail now consists of a sign posted route, a planned itinerary and informative literature for seven distilleries and one cooperage in the region. This paper outlines the history, development and establishment of the MWT in North East Scotland, the performance of the distillery visitor centre in attracting visitors and adding value to the brand, and an evaluation of the costs and benefits of the MWT. The paper contributes to the literature in three ways: to further understanding of the link between an indigenous industry and tourism, to illustrate the use of co‐operative marketing between firms, and to provide a case study example from which other industries and regions can learn.

• Retail agglomerations are predestined to capitalise on the combination of the strengths of traditional retailing and digital service innovations.

• Digital touchpoints can enhance the visitor experience throughout the whole customer journey, that is not only on-site but also before reaching as well as after having left the agglomeration.

• Digital service innovations can provide additional value to visitors of a retail agglomeration through four elements of the digital marketing mix: Information, orientation, communication and atmosphere.

• Technologies like augmented reality (AR) or virtual reality (VR) can create unique and memorable customer experiences, ensuring that retailers and service providers as well as the retail agglomeration as a whole continue to thrive.

• Key success factors for the implementation of digital services in the context of retail agglomerations include participative innovation processes, cooperation and the communication of clear benefits to stakeholders.

Retail agglomerations are predestined to capitalise on the combination of the strengths of traditional retailing and digital service innovations.

Digital touchpoints can enhance the visitor experience throughout the whole customer journey, that is not only on-site but also before reaching as well as after having left the agglomeration.

Digital service innovations can provide additional value to visitors of a retail agglomeration through four elements of the digital marketing mix: Information, orientation, communication and atmosphere.

Technologies like augmented reality (AR) or virtual reality (VR) can create unique and memorable customer experiences, ensuring that retailers and service providers as well as the retail agglomeration as a whole continue to thrive.

Key success factors for the implementation of digital services in the context of retail agglomerations include participative innovation processes, cooperation and the communication of clear benefits to stakeholders.

This paper responds to the lack of visitor engagement in many culture-based World Heritage sites and conceptualises a “Cuteification-Value Nexus” for the discussion of the communication of heritage values through “cute” or aesthetically pleasing popular culture elements. It reflects on observations in Macao to argue for a greater engagement of culture-based World Heritage sites through a combination of popular culture inspired motifs and truthful heritage messages. Specifically, it identifies a form of “cuteified heritage” – a hyperreal cultural zone that happens away from the actual heritage sites, but which articulates the heritage significances of those sites. This draws on concepts on themed spaces and insights from postmodernistic hyperreality and tourism to examine how the “completely real” becomes identified with the “completely fake” in the staging, consumption and negotiation of experiences with World Heritage and their utility in the management of World Heritage tourism sites.

This study aims at a better understanding of parents’ identity work when their parenting skills are questioned, in an organizational setting. The parents in this study were assessed as at risk of unsatisfactory parental functioning because of problems related to drugs, mental health and/or psychosocial functioning, and they were observed and offered guidance at an extended health centre in Norway. The study explores how individual self-presentations are interwoven with and dependent on organizational narratives of identity.

Based on an analysis of 16 qualitative interviews, three exemplary cases are analyzed in detail. Narrative identity and professional gaze constitute the theoretical framework.

Parents and service providers negotiate which organizational narratives of identity are available, and the narratives are integrated in parents’ self-presentations in different ways. The most common strategy is to accept the organizational narratives offered, but they are also transformed and rejected. The experience of being seen by an empathic professional gaze contributes to the creation of an acceptable self-narrative.

Tending to parents’ identity needs should be an integral part of services provided. If parents are to cooperate with state services and engage in interventions, their needs for preserving an acceptable and coherent self-narrative must be considered.

This paper adds to the understanding of how identity work is a central feature of service provision. It also adds to the literature on relationships between identity narratives at different levels of society.

The south Wales region is increasingly taking on a test‐tube character for assessing shopping patterns throughout the country as a whole. Cwmbran New Town, situated some five miles south of Pontypool and 16 miles north‐east of Cardiff, has been described as being “likely to be regarded as Britain's most successful out‐of‐town shopping centre.” Some 88% of planned retail floorspace is located in the town centre, the remainder being in eight neighbourhood shopping centres. In addition, the town is within the catchment area of the UK's first‐ever Carrefour, at Caerphilly; and an Asda unit at Rogerstone (Newport). A further major development is to be the arrival of a Woolco superstore of 100,000 sq ft, to be opened in the centre in the autumn; in addition there is likely to be a Marks & Spencer next year, plus a 50,000 sq ft supermarket for J.Sainsbury. Everybody, it seems, is coming to Cwmbran. This article sets out to examine patterns of shopping behaviour before these developments take place, and specifically consumer attitudes to the Woolco superstore. The authors conclude from their survey that neighbourhood centres will suffer a reduction in sales volume, and that in the town centre, blight may extend.