How the ‘customer’ influences the skills of the front‐line worker

Previous research illustrates how managers use the ‘customer’ in the service sector to develop roles and determine requisite skill sets. This article uses the evaluation of a recent workforce modernisation initiative in the NHS to provide insights into the manner in which the patient has played an increasing role in the construction of skills in healthcare. It indicates how public‐funded healthcare in the NHS contains similar tensions and contradictions to service work in consumer capitalism. Although the patient is not in a position of authority, the desire of some workers to address fully the physical and psychological needs of the patient (or embodied customer) leads them to develop skills and roles that management may find hard to resource within current budgets.     

INTERACT: Developing software for interactive decisions

This paper describes the development and use of a piece of software, INTERACT, for analyzing situations under the control of several interested parties. After briefly discussing forms of analysis used, it outlines the design philosophy of the software itself. Particular attention is paid to its intended use in a decision support role. The functions typically performed in the course of analysis are illustrated using a worked example. Finally, avenues for further development are outlined.An earlier version of this paper was read at the Conference on Decision Making under Conditions of Conflict, University of Waterloo, Ontario, August/Sept 1992     

Ethical aspects of e‐business: the use of codes of conduct

This paper examines the establishment and enforcement of codes of conduct governing the use of Internet technology as a means of providing a basis of trust in the e‐business context. The discussion draws on the findings of a survey of 80 UK organisations, and considers the relationship between factors such as organisation size, type, use of IT, the length of time with an Internet connection and the use of a code of conduct, as well as the specific areas of Internet technology covered by codes of conduct. The paper also investigates the extent of disciplinary cases associated with the misuse of Internet technology, as well as the ownership and responsibility for implementing codes of conduct. The survey results suggest that the use of codes of conduct varies significantly from organisation to organisation, and that those who initiate such codes are not those seen as being responsible for implementing them. The results also indicate that a growing number of employees are disciplined for misuse of facilities offered by Internet technology.     

Using competency‐based assessment centres to select judges – implications for equality and diversity

This article is concerned with two significant areas of HR practice – competency‐based recruitment and selection and equality and diversity. The article provides a critical appraisal of the implications for equality and diversity of using a competency approach to select judges in the UK. The study reveals the socially constructed and ambiguous nature of competencies in practice. It offers partial support to previous claims that competency‐based HR practices have the potential to be used more creatively and inclusively and thus have the potential to further equality and diversity objectives. However, the study also revealed dangers inherent in competency‐based HR practices that arise from the inescapable fact that human, organisational actors (i.e. the assessors) are necessarily required to interpret the competencies and evaluate which candidates meet them and which do not. Thus, whatever the rhetoric, there is the potential for bias, prejudice and discrimination.     

The Montreal Gazette call loan rate, 1871–1907

Economic historians have assumed that the call loan market in Canada was insignificant before 1900. In this paper I present a monthly series for the call loan rate recorded daily by the Montreal Gazette between 1871 and 1907, which corresponds closely with the known post-1900 rate in 1900–07. Evidence from monthly bank returns further indicates that the magnitude of the domestic call loan market rivalled that of Canadian call loans in New York prior to 1907. The Montreal Gazette call loan series bears little relation to call loan series for New York and London, partly because the Montreal market was less centralized and less liquid.
Le taux sur prêts à vue du Montreal Gazette 1871–1907. Les historiens économiques ont présumé que le marché des prêts à vue était insignifiant au Canada avant 1900. Ce mémoire présente une série mensuelle des taux sur les prêts à vue publiée quotidiennement par la Montreal Gazette entre 1871 et 1907. Ce taux suit de près les données publiées par ailleurs après 1900, et ce pour toute la période de chevauchement des deux séries. Les renseignements recueillis dans les rapports mensuels des banques montrent que la taille de ce marché canadien se compare avec ce qui se passait à New York avant 1907. La série publiée par la Montreal Gazette n'a que peu de rapport avec celles de New York et Londres en partie parce que le marché de Montréal était moins centralisé et moins liquide.     

Microfinance in the Asia Pacific

The use of financial services as a development tool has taken a variety of forms over the past 25 years—rural credit schemes offering heavily subsidised loans to poor farmers, microfinance organisations providing working capital loans to predominately female micro-entrepreneurs, and a variety of organisations offering a range of financial services (credit, savings and insurance) to help poor households increase incomes and reduce their vulnerability to income fluctuations. Microfinance providers in Asia and Latin America have been world leaders, and the demonstration effect of their successes has helped to build substantial microfinance industries in countries such as Indonesia, Bangladesh and Bolivia. Africa has fewer well-known programs but some notable performers and growing microfinance sectors nonetheless; while regions such as the South Pacific have few if any microfinance successes. This paper highlights some key themes in the development of microfinance, with particular reference to the Asia Pacific region.     

Innovative Ireland—technological,industrial and societal challenges

The aims of this paper, from a perspective of the public sector, are (1) to provide a brief background scan of contemporary society, particularly the new challenges for technological, industrial and societal change, (2) to outline in passing some needs for and implications of innovative and entrepreneurial activities, and (3) by so doing provide a perspective on educational and related needs.The thesis of this paper is that Irish society, by virtue of its historical record, its cultural values, its educational and industrial performance and its human resources, is well placed to develop rapidly under contemporary conditions of change. Underlying this proposition is the assumption that the formal educational system from primary to tertiary levels including continuing education has a major role to play in contributing to maximising this economic and social development opportunity.     

Tourist merchandise’ as a means of generating local benefits from ecotourism

Long term protection of national parks and nature reserves is very difficult unless economic benefits can be secured for local people. Ecotourism offers a possible income source, provided that there is a means of local revenue capture from the visitors. This article examines the sale of handicrafts and other ‘tourist merchandise’ as a possible means of generating local benefits. The article considers issues of supply and demand, new product development, marketing, and the sustainability of supply of materials used as inputs. It concludes that strong possibilities exist for market development and creation of new, sustainable, culturally acceptable products. Of particular interest are active linking of tourist merchandise production to agricultural or forestry projects that provide a sustainable supply of inputs, use of ‘craft as performance’ to promote product sale, and development of products that educate tourists about park resources and local cultures.     

“Who am I? Where are we? Where do we go from here?” Marxism,voice, representation,and synthesis

Recently Kim (2008) and Chua (1998) have warned critical accounting researchers of the dangers involved in oral history research in accounting involving a privileged researcher(s) and a cultural or racial “other”. The end result of this research often is that the researcher gets a promotion and a pay rise whilst the others remain in the same position that they were in before the research. These warnings are extremely important and should be the source of much personal reflection and even agonizing on the part of those researchers that do this type of research. However, I argue that Kim's negative tone, whilst justified in a polemic, should not discourage researchers to the extent that they shy away from compassionate explorations of topics involving the other in favour of “safer” capital markets or other mainstream accounting research. Those researchers writing from a Marxist perspective will continue to see the primary source of exploitation as the capitalist production process and its extraction of surplus-value from the workers without payment. This does not mean that such researchers somehow “ignore race” although some types of racist acts Marxism finds hard to explain satisfactorily. To illustrate these arguments, I present a case study of the legendary 1970s punk musician and philosopher Joe Strummer of the Clash to suggest how a compassionate and authentic individual can meaningfully and boldly address issues of the other and the exploitation that they face within a Marxist framework. The maturation and increased sophistication of Strummer's lyrics by 1978 suggest that young artists (and researchers) need to be permitted the opportunity to make mistakes and to grow as part of their own existentialist personal journeys.