Young people's perceptions of complaints procedures in local government

This study examined 46 young people aged 16–24 years and evaluated their knowledge and awareness of the formal complaints procedures used by local government. Two areas in Scotland, one city (Edinburgh) and one town (Stirling), were chosen to participate in the study. Six focus groups, three in each area, were carried out to identify the level of awareness among the respondents and to permit a cross‐section of educational backgrounds to be obtained. A questionnaire was used to assemble a profile on each participant. After analysis of the focus groups, a focused interview with the Corporate Complaints Officers from two councils was undertaken. Each interview incorporated an in‐depth discussion regarding the formal complaints procedure while focusing on the young people within their constituency. The research revealed that young people's knowledge and awareness of local government complaints procedures is low, regardless of educational background and area of residence. For a minority, social factors such as confidence and competence do play a role although it is mainly organizational barriers, such as lack of information and access, which are the main causes of the problem. A number of young people indicated that they would complain if they knew how to execute a complaint successfully. The service providers were knowledgeable that awareness is low among this age group.     

Accumulation versus instant loyalty programs: The influence of controlling policies on customers' commitments

Loyalty reward programs play an important strategic role attracting and retaining customers. Surprisingly, reward redemptions receive minimal research attention. Despite widespread reward program offerings, evidence suggests customers increasingly abandon them due to controlling (restrictive) redemption policies, such as blackout dates. The present study considers controlling redemption policies' effect on consumer commitment levels for accumulation-based and instant loyalty programs across social and economic award types. A 2 (low/high controlling) × 2 (accumulation/instant program) × (social/economic rewards) design tests hypotheses informed by cognitive evaluation and rational choice theories. Results show firms employing accumulation programs with highly controlling policies should highlight their social rewards (e.g., a hotel with blackout dates on redeeming rewards would want to highlight their special lounges or dining areas); whereas, low controlling policies work best when offering financial rewards (e.g., free upgrades or percentages off). In instant programs, the type of reward generally does not influence consumers' commitment levels.     

A theory of exploitative child labor

We develop a model in which some child labor is exploitative.Since exploited child laborers are paid less than the valueof the marginal product of labor, there is scope for policyintervention to be Pareto improving. We illustrate this by showingthat a system of inspection and fines targeted on exploitativechild labor increases the aggregate output produced by children.We also establish that such intervention secures the releaseof children from exploitative working conditions, to their benefit.The distributional implications of the intervention among employersand among children who had not been exploited depends on whethercapital is mobile internationally, and can depend on whetherthe elimination of exploitative child labor is partial or complete.     

Cost effectiveness of a medical vigilance system to reduce patient falls

Patient falls are a serious problem in hospitals, resulting in substantial morbidity, mortality, length of stay, and costs. The results of a small trial of a patient vigilance system in a post-neurosurgery unit of a large acute care hospital are reported. The system includes two components: (a) passive sensor array placed under the patient in a hospital bed, and (b) a bedside unit that connects to the nurse call system already in place at the hospital. This trial demonstrated the overall effectiveness of the vigilance system in reducing the rate of patient falls. The cost-effectiveness analysis found that use of this system was associated with somewhat higher measured costs. It is likely that the system was cost-saving, due to unmeasured costs.     

Women Managers’ Careers in China: Theorizing the Influence of Gender and Collectivism

This article is concerned with developing an understanding of the careers of women managers in China. Existing literature suggests that while women in China are comparatively well represented in management roles, they face distinctive pressures and barriers to their progress arising from entrenched patriarchal and collectivist aspects of the Chinese cultural tradition. However, little is known about how these aspects impact on women's orientations towards their careers and to what extent influential Western career theories are adequate in interpreting their experience. Drawing on interviews with 20 women managers in China, the article interprets women's orientations towards their careers in relation to their adherence to traditional gender roles and collectivist values. Using this framework, a fourfold taxonomy is developed which identifies “conformist,” “revolutionary,” “soloist,” and “dissident” orientations. The article suggests that Western career theories fail to capture the collective dimension, and thus do not account fully for the range of experience and orientations of Chinese women managers that are captured in the taxonomy. Implications, both practical and theoretical, are discussed. Recommendations are also made as to how management and career development policies might be developed in organizations in China in order to address the diverse needs and preferences of women managers. © 2014 Wiley Periodicals, Inc.     

Consumer Support Networks: assessment of need for consumer information and advice service

Research evidence suggests that UK consumers are facing significant problems with goods and services and are in need of information and advice to avoid or redress such situations. Consumers are not always aware of their rights nor where they can access consumer advice services. In 2000, the Department of Trade and Industry launched the Consumer Support Network (CSN) programme in Great Britain to improve consumer access to expert, accurate and timely advice. One challenge faced by these Networks and many other agencies is to assess the needs of consumers for consumer information and advice services. A needs assessment is required as a key element in the effective planning and development of services in each Network at a local level. The focus of the needs assessment at the local level is to encourage Networks to consider suitable solutions to meet the needs of people in their communities. This paper provides a review of the development of Consumer Support Networks in Great Britain and discusses the importance of needs assessment to service providers such as CSNs and other agencies. It reveals the complexity associated with conducting effective needs assessments including the various aspects of needs, consumer segmentation and characteristics of consumer information and advice. Further research is being carried out at Queen Margaret University College, UK, with a view to the development of a scientific model for the assessment of need for consumer information and advice services.     

Will You Help Me Please? The Effects of Race,Gender and Manner of Dress on Retail Service

This research attempts to determine if a customers visible physical characteristics influence retail service delivery. The results of this study suggest that black and male customers wait significantly longer than white and female customers at retail customer service counters. In addition, females are more likely to experience a positive transaction outcome than males.     

Ways of Experiencing Leisure

This study used phenomenography to describe different experiences of leisure meanings and to interpret experiences in terms of the complexity in understanding. Four multi-dimensional experiences differing in their phenomenal, contextual, and temporal relations were described. Leisure as achieving fulfillment was judged the most complex understanding, followed by escaping pressure, exercising choice and passing time. More complex understandings resulted in fewer distinctions between leisure and other phenomena, higher levels of contextual diversity and inclusivity in meanings, and greater flexibility in temporal awareness of leisure. Results suggest meanings can be operationalized as a continuum of experiences that display a progression in understanding.     

Education: High Potential Not Yet Realized

Knowledge is not easily plucked from the stream of existence and social scientists have to offer the sobering suggestion that while 'What matters is what works', what matters first is how we find out what works. If a blind lurching from one good idea to yet another fashion is to be avoided, the task of finding out what works must be central. The widespread use of systematic monitoring (performance indicators) in education in England provides the kind of data stream needed to make it likely that the occasional dramatic outcome will be noticed, particularly by teachers. This article explains the problems and possibilities of using evidence-based information to improve education.