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Monitoring care quality is integral to modern health service delivery. This paper describes how a specialist mental health assessment and treatment inpatient service for people with intellectual disabilities put in place a process to improve and reprovide the service, following an audit, in partnership with local stakeholders. In describing the process the paper highlights the need for transparent and honest working relationships with stakeholders, along with the role of audit and monitoring of quality to determine the ‘health’ and effectiveness of services. This included evaluating the continuing need for service and maintaining an agenda driven by needs rather than beds, based on best practice.

The digital transformation is dramatically changing the business-to-business (B2B) sales environment, challenging long-standing views regarding the critical competencies required of salespeople. This paper aims to explore the personal traits associated with sales performance in a digital selling environment.

Using template analysis, the researchers captured and coded over 21 h of in-depth, semi-structured interviews with senior sales leaders from various industry sectors, exploring their perceptions of the personal traits now required of B2B salespeople in the digital landscape.

The research identifies three high-level trait types critical to sales success within a digital selling environment: “analytical curiosity” – the natural motivation and ability to gather and synthesize sales-related knowledge, “empathetic citizenship” – the ability to establish initial rapport while building long-term trust and “disciplined drive” – the exertion of selling effort in a highly focused and methodical manner across all stages of the sales process.

The present data came from interviews with sales leaders in Canada. A more global sample may lead to additional insights. Moreover, the sample was drawn from long-cycle B2B sales environments; conclusions may differ for short-cycle or business-to-consumer markets.

This paper presents a framework for hiring and developing salespeople in the digital sales environment, identifying personal trait types that sales leaders should look for when hiring: analytical curiosity, empathetic citizenship and disciplined drive. The paper identifies how these trait types influence sales success, suggesting that sales leaders could coach and educate their teams to make the best use of them.

This paper presents a conceptual framework for hiring in the digital sales environment and introduces the trait of analytical curiosity not previously discussed in the literature.

The purpose of this study is to identify and explain how leadership behaviors of sales managers can enhance the development of salespeople within the context of those interpersonal connections and interactions that is the sales ecosystem.

The authors collected and analyzed qualitative data from in-depth interviews with a sample of 36 sales professionals. Over 47 hours of interviews were transcribed and analyzed via NVivo. The statements were labeled as particular leader behaviors using the Miles and Huberman (1994) coding system.

The study identifies coaching, customer engaging, collaborating and championing as the four key leader behaviors that are relevant to the sales ecosystem. Specifically, coaching and customer engaging enhance the individual microsystems of salespeople; and collaborating and championing enhance the corresponding mesosystems. Analysis of the interview statements further revealed that trust, confidence, optimism and resilience are four relational elements that tend to coexist with these leader behaviors in the sales ecosystem.

This study provides a structure for sales organizations to strengthen their sales ecosystem through targeted interventions and training for those that manage salespeople. Past research finds that sales organizations too often neglect this type of managerial training.

This is the first study to examine sales leadership through the lens of Bronfenbrenner’s (1979) ecological systems theory. Further, the qualitative methodology, which is relatively unique in sales research, provides rich data that is particularly useful for exploring how and why things have happened.

In 1999, a team from England, comprising self‐advocates, family members, leading professionals and policy‐makers, participated in the annual ‘Collaborative Academy’ of the US President's Committee on Mental Retardation. Fundamental to the Academy method is the commitment to work inclusively across different interests and engage directly with experiences. This paper identifies 41 lessons drawn by the team from US experience, including research‐ and practice‐based perspectives relevant to maximising progress in the context of the forthcoming national learning disability strategy in England. Focusing on the four main themes of learning from good stories, strengthening effective leadership, establishing inclusive policies and building better partnerships in policy‐making, action points are identified at local, regional and national levels. The paper also promotes the value of the Academy method itself as a vehicle for promoting strategy implementation, describing an enhanced role for selected universities in supporting informed change.

The purpose of this paper is to examine two significant political advertising campaigns which used the “It’s Time” slogan and to reflect on how these related to official, popular and commercial nationalism in Australia. The paper is primarily concerned with two main issues: identifying and examining the variety of images of Australia in two key television advertisements, and exploring the methods by which advertising agencies created positive images of Australia and Australians in the two campaigns. It specifically highlights the significance of the “It’s Time” campaign, which is relevant for scholars and advertisers seeking to understand effective political communication.

This paper examines television advertisements by using semiotics as the principal methodology. The research methodology devised for the advertisements consists of two main components: a shot combination analysis, also known as a shot-by-shot analysis, and a semiological reading of the visual and acoustic channels of the advertisement.

This paper examines the use of commercial nationalism in television advertising. As one of many social and cultural influences, advertisements assist the individual in understanding their notion of themselves and their relationship with the wider community – be it local, national, regional or global. The primary focus of this research is the phenomenon of commercial nationalism – the adoption of national signifiers in the marketplace. However, by examining the more general discourse on nationalism, particularly the voice of official nationalism – the promotion of nationalism by the nation-state (or those aspiring to power), the symbiotic relationship between these two complementary brands of nationalism is explored.

The methodology adopted for analysing the two political advertising campaigns offers conceptual and practical value. It provides a consistent set of terms and concepts for further research to build upon. The paper provides insights for the marketing or examination of advertising campaigns. The paper demonstrates the power of market research to inform a framing strategy for a political campaign. The paper contributes to the body of knowledge in this area and thus society’s understanding of these important periods in the nation’s history. In particular, the paper provides an exploration into the “It’s Time” campaign and how it mobilised a broader cultural awakening to engineer success at the ballot box in 1972. The two case studies examined in this paper are relevant to political scientists and media and communication scholars.

OUR publication date precludes more than the beginning of our study on the Library Association Conference which, from the point of view of numbers, has been one of the largest. We shall continue in our next issue such comment upon it as the importance of the subjects under discussion would seem to warrant.

The purpose of this paper is to consider a major cause of miscarriages of justice worldwide, namely the police investigative and interviewing process.

This phenomenon is examined through the lens of psychiatric and psychological research findings and subsequent recommendations that have made a significant impact in term of changes to legislation, policy, and practice in the UK.

The paper shows that despite major improvements in this area in the UK there is still no room for complacency, as miscarriages of justice continue to occur both here and worldwide.

This paper calls for researchers to continue to identify the weaknesses in the police investigative and interview process and to propose reform based on their scientific findings.

The paper highlights what remains a somewhat neglected piece of the investigative jigsaw, namely the interviewing of adult victims and witnesses, pinpointing this as an area where transparency and further research is required.

The purpose of this paper is to critically explore the connection between social marketing and transformative service research (TSR), providing a conceptual framework and implications for both theory and practice. The research explores the role marketing plays in a political deterrence campaign and its impact on service systems in meeting the needs of refugees and asylum seekers.

This qualitative research is based on 24 in-depth interviews with service providers, and refugees and asylum seekers and a critical discourse analysis examining campaign materials including political press statements, news media articles and government policy documents.

This paper explores where social marketing and TSR intersect in their aims to promote social change. TSR calls on marketers to address vulnerability related to social issues such as poverty, forced migration and discrimination. The research provides evidence that service systems actors use practices of resistance to challenge dominant discourses in attempts to relieve suffering for refugees and asylum seekers.

The authors contribute by extending the body of work that investigates how service systems can relieve suffering. The study also examines how marketing tactics and strategies underpin a political campaign designed to deter asylum seekers crossing sovereign borders. The research makes three important contributions. First, the research focuses on a significant international problem of better understanding how service systems can relieve suffering for refugees and asylum seekers. Second, it examines how oppositional discourses impact on service systems’ ability to create and sustain social change. Third, it investigates how service systems actors deploy practices of resistance to enact social change.

This research highlights the important role of engaging as consumer-citizens to address social change, particularly for vulnerable groups, such as refugees and asylum seekers.