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Postulates that the use of some key ideas from statistical control thinking can improve service quality. Explores the identification and analysis of gaps in perceptual differences between service customers and service providers as a way of adopting a statistical control philosophy in a service environment. Argues that such a method provides excellent information for creating a true customer‐centred approach to service delivery, being practical, simple in operation and useful for both immediate and long‐term strategic impact.

Public smoking bans are becoming more prevalent, but not without controversy. Consumer attitudes about the effectiveness of service provider imposed smoking/nonsmoking separation have changed. Arguments against bans often center on the belief that patronage at restaurants and bars will decline, leading to declining entertainment sector revenue and the elimination of privately owned establishments by public policy. This paper aims to investigate consumers ' beliefs and behavioral intentions concerning a proposed smoking ban.

The study presented involves a typical US city facing a vote by their city council for a public smoking ban (including restaurants and bars). In 2007 consumers ' beliefs and behavioral intentions concerning a proposed smoking ban were investigated. Current study findings were compared to a prior study about consumers ' beliefs that smoking/nonsmoking sections were effective at separation, and hence did not support public smoking bans. The authors applied logistic regression to determine if consumers ' beliefs about the effectiveness of smoking/nonsmoking sections influenced their support for public smoking bans.

The comparison clearly suggests that beliefs have changed. The majority of consumers in this most recent study do not believe in the effectiveness of separate smoking/nonsmoking sections. Consequently, this majority of newly enlightened consumers is in favor of public smoking bans in restaurants and bars. To further address the economic impact argument, the authors offer a conservatively based argument that restaurants and bars could expect economic gains.

There will always be some winners and losers with new policy, but it is found that the overall restaurant and bar sector can expect increased patronage and economic gains from a smoking ban.

This study investigates the applicability of a modified SERVQUAL instrument as a means of measuring residents' perceptions of long‐term health‐care service quality in the USA and UK. The results confirm a stable, four‐factor structure that is similar to previously defined service quality dimensions and is invariant across the countries studied.

The purpose of this paper is to investigate the strategic intelligence oversights with regards to the funding of terrorism.

The paper considers the modus operandi of terrorist financing, and how and how speedily or otherwise they were identified, and the international and national anti‐terrorist financing measure implemented post 9/11.

The paper concludes that there were (and still are) strategic oversights, delays and distractions by government law enforcement and financial regulatory agencies in combating terrorist financing.

The paper suggests there should be more proactive exchange of intelligence by law enforcement and financial regulatory agencies in combating financing of terrorism.

The added value is lessons learned in international efforts against financing of terrorism.

BOURNEMOUTH lies in one of the most beautiful parts of South‐west England; and all the world knows how this region has been immortalised by Thomas Hardy, who by his romances and poems has introduced to the public of England and America the ancient land of Wessex.

This study aims to provide insights into the public–private partnerships (PPP) concept and its performance measurement in the health-care sector, identifying and refining critical success factors, including the perceived quality of health care, as evidenced by patient satisfaction and policy requirements for successful PPP implementation.

This theoretical study explores the existing literature on the relationship between service quality and patient satisfaction, to propose a culture-specific conceptual model interlinking the drivers of patient satisfaction with PPP. The in-depth theoretical research focuses on the qualitative performance indicators of PPPs, as well as their corresponding peripheral factors.

The research presents theoretical evidence that the concept of patient satisfaction can only be viewed through a multifactor perspective that incorporates demographics of patients, perceived service quality factors and emotions. It is found that significant improvements in service quality and patient satisfaction do, indeed, emphasize the effective role of PPP in hospitals.

The theoretical model is based on a comprehensive set of both cognitive and affective determinants. And considering these, as well as their causes, effects and interrelations, sets the foundations for testing and for further research to develop. Moreover, the outcomes of this study can be used as a theoretical base for the development of a PPP qualitative performance measurement framework.

This study attempts to fill the gap in knowledge on service quality and patient satisfaction as qualitative indicators for hospital performance after and toward PPP, while setting explicit factors and opening clear research avenues for further studies to follow.

This study aims to compare public and private hospitals based on both cognitive and affective components of patients’ satisfaction.

A survey of 770 Italian patients from public and private hospitals was conducted. Then, hierarchical and non-hierarchical cluster analyses and a series of chi-squared tests were run with the aim of segmenting patients’ emotional response.

Respondents show different levels of satisfaction and a different emotional status based on the private or public nature of the service provider. The cluster analysis helped to identify two segments. Specifically, the cluster with the highest positive emotions is reported to have a higher level of satisfaction and a higher intention to return; this evidence is much stronger when a private service provider rather than a public one is considered. A series of chi-squared tests reveal that no significant differences exist among clusters based on socio-demographic characteristics.

This study uses a convenience sample and is highly context specific, and thus the authors are unable to make generalizations.

Hospital managers should develop a customer-oriented approach, for example, by paying greater attention to patients’ emotions and experience, via conducting systematic surveys on patients’ emotions and improving the servicescape.

The main contribution of this study resides in simultaneously considering the role of cognitive and affective components on patients’ satisfaction and behavioural intention, and segmenting patients based on their emotional responses. Moreover, only few studies provide a comparison of public and private hospitals in Italy.

Quality has progressed from a rough conceptualization of a tactical problem to a viable competitive opportunity that should be maximized strategically. We discuss the viability of quality as a sustainable competitive advantage. Based on a longitudinal study of general service hospitals, we provide results indicating that quality not only has a temporal effect on organizational performance, but also translates into long‐term benefits. The findings of this study reinforce anecdotal claims of the efficacy of quality‐based strategies in improving organizational performance.

Fatigue, occurring in an average healthy individual, under ordinary conditions of life, and while foodstuffs of a very usual character are being ingested, is an indication of an inability on the part of the organism to meet, with sufficient rapidity, the demands of the body created by wear and tear. It is an association of defective oxidation and the undue accumulation of waste products in the tissues and blood, and is in a very large percentage of cases caused solely by a deficiency in the average dietary of to‐day of one or more of those mineral elements which are essential to life. That mineral substances are indispensable to life has been fully demonstrated, for it has been shown that animals fed upon proteins, carbohydrates, and fats, which have been rendered as ash‐free as possible, perish even more rapidly than if they are deprived of food altogether.