Culture and evaluation of service quality — a study of the service quality gaps in a Taiwanese setting

This research is built upon the work of Parasuraman, Zeithaml and Berry (1985) by exploring the service quality gap within a Taiwanese hospitality setting and reports the findings from 164 interviews among hotel managers, service staff, and hotel guests. One motive for the research was whether concepts derived from an American‐Euro‐centric conceptualisation of service relationships was transferable to another cultural setting. It was found that the influence of national, ethnic culture on perception of service is limited, but the factor of kuan‐hsi (personal relationship) and mien‐tsu (face) had some role to play in guest‐staff relationships. However, it is concluded that the globalisation of hotel corporate modes of operation have more influence in shaping expectations and thus the ServQual model has validity in such settings.     

Self‐Determination Theory and Word of Mouth about Energy‐Saving Behaviors: An Online Experiment

The growing community concern for the environment, and rising energy costs to consumers, has led many power utility companies to adopt strategies aimed at reducing energy consumption in the home and workplace. These strategies have typically been based on extrinsically regulated pricing mechanisms. Although more intrinsically driven interventions have been examined, they are often complex and expensive to implement due in part to the high level of human interaction involved. This two‐part study suggests simpler more cost‐efficient alternatives to enhancing energy saving. It does this via two separate but related studies that examined the application of self‐determination theory (SDT) and word of mouth (WOM) within online communities. The findings suggest a significant increase in reported energy‐saving behaviors over time supporting the role of SDT. There was also evidence that positive WOM increases satisfaction of the three psychological needs of autonomy, competence, and relatedness, further enhancing energy‐saving behavior. These findings have important implications for marketers in terms of behavior change.     

Networks,Place and Identities in Post‐industrial Mining Communities

This article engages with the theme of the symposium by examining the role and meaning of networks in the context of a former coal‐mining region in the UK. Mining communities have historically been noted by sociologists and historians for their strong social ties and extended families as well as for forming the bedrock of discussion of class and place. In the wake of the closure programme of the 1980s and early 1990s, such identities have been fundamentally challenged. The notion of networks is explored in four distinct but ultimately interrelated senses: occupational/work networks; networks around place; networks of class relations; and, finally, networks as relationships of family, kin and generation. Material presented here is based on research that investigated four former coalfield communities in the UK after closure, focusing on a former pit village in the North East of England. It begins with a discussion of community and the coalfield within sociological and historical literatures. It then proceeds to discuss the changing nature of community and social networks post‐coal by focusing on the experience of two separate cohorts of former workers. It concludes by arguing for a historical understanding of the patterning of networks. Cet article s’inscrit dans le th? me du symposium en étudiant le rôle et la signification des réseaux dans le cadre d’une ancienne région miniàre anglaise. De tous temps, sociologues et historiens ont distingué les communautés miniàres, celles‐ci présentant de solides liens sociaux et des familles étendues, tout en étant à la base des débats de classes et de lieux. À la suite du plan de fermeture des années 1980 et du début des années 1990, ces identités ont été profondément remises en cause. La notion de réseaux est examinée dans quatre sens distincts, quoique liés en définitive: réseaux professionnels, réseaux autour du lieu, réseaux liés à la classe, et réseaux de relations de famille, parenté et génération. Les éléments présentés sont issues de recherches sur quatre communautés d’un ancien bassin charbonnier anglais apràs la fermeture des mines, et plus particuliàrement sur un village du nord‐est de l’Angleterre. Apràs avoir abordé la communauté et le bassin charbonnier au travers de documents sociologiques et historiques, l’article s’intéresse à la nature évolutive des réseaux de la communauté et des réseaux sociaux apràs l’àre du charbon, en s’attachant à l’expérience de deux groupes distincts d’anciens ouvriers. Il conclut en défendant une appréhension historique de la modélisation des réseaux.     

Power Relations and Social Mix in Metropolitan Neighbourhoods in North America and Europe: Moving Beyond Gentrification?

Research on spatial segregation has suggested that social mix may be a temporary phase in class displacement, where relations between different groups are at best divided or ‘tectonic’, for instance in England. Political and policy discourses, by contrast, tend to uncritically valorize social mix as a means to breaking up concentrations of poverty and providing neighbourhoods with a middle‐class voice. In the literature, little attention has been paid to power dynamics in socially mixed neighbourhoods and the implications this may have for understanding theory and policy. The five articles that make up this symposium address the ways in which social and ethnic groups interact in major cities in Europe and North America and, as the title suggests, this involves taking into account power relations, domination and negotiation between the different groups. There is a need to connect the experience of the deployment of power within neighbourhoods (and between them) with the discussions of power mechanisms at work in wider urban processes.     

THE LIBERAL DEMOCRATS AND SUPPLY‐SIDE ECONOMICS

The coalition has given the Liberal Democrats the opportunity to demonstrate their support for – or opposition to – supply‐side economics. The person who has done most on the supply side is Ed Davey, in the Department of Business, Innovation and Skills. In a remarkable legislative achievement for a Parliamentary Under Secretary in under two years in office, Davey ensured that the privatisation of Royal Mail reached the statute books, liberalised the terms and conditions for Post Office counters, and liberalised employment and retirement laws.