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The purpose of this paper is to provide a comprehensive model of safety culture for the US fire service.

Based upon a modified version of Cooper’s Reciprocal Determinism Model, the research uses two sets of exogenous variables, labeled Safety Management System and Safety Related Behaviors, to explain a dependent variable called Organizational Safety Climate. The model has been used successfully to improve safety performance in other high risk, high performance organizations. Using survey data collected from over 1,000 firefighters in three medium‐sized US municipalities, the theoretical model is tested.

Results from multiple regression analyses provide strong support for the hypothesis that individual perceptions of safety management and safety behavior predict individual perceptions of safety climate, both at the “fire service” organizational level and at the individual department level.

Limitations of the study include a cross‐sectional design, the use of self‐reported perceptions for the variables, and the fact that the three mid‐sized US fire departments from which data were gathered self‐selected to participate in the study.

A practical feature of the theoretical model tested is the ability to create “safety report cards” for each of the 12 dimensions that define the three variables used in the study.

This model holds the promise of reducing firefighter injuries and deaths by identifying managerial and behavioral safety improvement areas within US fire departments.

To the authors’ knowledge, this research represents the first attempt to both identify and test empirically a safety culture model for the US fire service.

In the last four years, since Volume I of this Bibliography first appeared, there has been an explosion of literature in all the main functional areas of business. This wealth of material poses problems for the researcher in management studies — and, of course, for the librarian: uncovering what has been written in any one area is not an easy task. This volume aims to help the librarian and the researcher overcome some of the immediate problems of identification of material. It is an annotated bibliography of management, drawing on the wide variety of literature produced by MCB University Press. Over the last four years, MCB University Press has produced an extensive range of books and serial publications covering most of the established and many of the developing areas of management. This volume, in conjunction with Volume I, provides a guide to all the material published so far.

Reports on the difficulties currently faced by department stores. Argues that a return to a true service orientation is needed. Discusses consumer attitudes towards the service offered in such stores via the results of a focus group interview, ranking and perceptual mapping of store services. Offers managerial guidelines for implementing a successful service strategy.

ATM cardholders and nonholders in the Republic of Singapore have been researched. Cardholders and nonholders are contrasted in their demographic, attitudinal and social characteristics and in their experience with technical products. The findings indicate considerable differences between cardholders and nonholders on most measures. Further, the profile of ATM cardholders appears to be consistent with Rogers' (1983) generalisation of the early adopters of innovations.

Comments that few service firms are sufficiently prepared to meet the challenge of service innovation. Reviews existing models of new service development. Proposes a systematic model based not on the small amount of new service development literature but on theories of new product management, which reflects the conditions unique to service industries. Concludes with ten propositions for service management.

A trend has been developing in the United States towards the use of vertical marketing systems. Of the many types of vertical marketing systems, franchising has become one of the most dominant. This is evidenced, in part, by the nearly one‐third of retail sales in 1973 that were through franchised retailers (US Department of Commerce, 1974). The success of the franchise form of distribution hinges upon franchisors and franchisees both contributing skills and resources, frequently however franchisees and franchisors become dissatisfied with the other's contributions and actions. This dis‐satisfaction in some cases leads to substantial friction. Although it is not clear that conflict (friction) will always decrease channel efficiency it is probably safe to assume that continued conflict would be dysfunctional in a franchise channel. It is therefore the purpose of this article to discuss and empirically test several propositions about the franchisee's satisfaction with his franchisor.

Attempts to highlight differences among market segments of dental care customers in terms of the various attributes that determine which dental practitioner they patronize. The market segments are defined based on usage rate. Data were collected from a nationwide sample of 460 consumers in the USA. Using a determinant attribute approach, eight attributes were first isolated from the total set of 18 dental service attributes considered. Finds these eight attributes to be determinant factors in consumer choice of a general dental practitioner. They included quality of service, professional competence, reputation, personality and attitude of dentist, attitude of support personnel, waiting time before treatment, availability of emergency services, and fee charged for services. Multiple discriminant analysis was then performed to find out which determinant attributes are relevant for each of the three usage segments. Indicates that the three market segments differ in terms of the determinant attributes considered while patronizing a general dental practitioner. These findings have significant managerial implications for dental practitioners.