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Research reveals alarming results on the prevalence of the dishonest consumer behaviour known as deshopping. Deshopping is the “deliberate return of goods for reasons other than actual faults in the product, in its pure form premeditated prior to and during the consumption experience”. In effect this means buying something with no intention of keeping it. The authors consider the implications of deshopping and retailers’ prevention of deshopping, exploring the research undertaken to date and the methodology for further research.

This paper explores managerial issues in call centres through two intensive case studies in UK organisations, supplemented by interviews with five operations managers in other call centres. The research explores key issues from the perspective of managers, team leaders, and customer‐service agents. Our findings show a growing professionalism among those working in call centres ‐ in keeping with the prominent role played by call centres in the market value chains of many organisations. Managers are under pressure to meet the potentially conflicting goals of customer service and efficiency in variable circumstances which cause the work load on call centres to alter significantly. In this environment, decisions on the use of technology, and on the roles, skills, and competencies of customer agents, are critical. So too are the ways in which human resource practices are employed in this relatively new and fast‐growing form of organisation.

The Annual Fall Symposium took place on 11–12 November, 1985, at the Marriott‐LAX Hotel, Los Angeles, focusing on the theme: ‘PC Technology: Materials, Processes and Requirements for Entry to the '90s’.

Warwickshire County Council’s Libraries and Heritage Department has opened two new libraries in the past year – one of them in a former public swimming pool in the centre of Royal Leamington Spa. The £7 million redevelopment of the town’s Royal Pump Room complex presented an unexpected and irresistible opportunity which, you might say, plunged Libraries and Heritage “in at the deep end”. Almost 12 months on, members of the project team reflect on the process and problems of adapting a derelict listed building for a new purpose – and then moving an entire library across town. They review reactions to the new library and its extended services, both initially and once things settled down. Outstanding issues and ongoing concerns are covered, as well as the new library’s successes.

Recently, a Transverse Excited Atmospheric (TEA) CO2 laser technology has been developed for the micro‐machining of vias in non‐reinforced glass laminates. This system has been designed to accommodate the large panel sizes associated with PWB processing. The salient features of this modified CO2 laser technology are summarised. A joint Lumonics/Motorola study was carried out to assess the applicability of this laser processing technology for use in higher density PWB and MCM‐L substrate processing and its compatibility with currently available classes of dielectrics used in high density interconnect applications. A 10x improvement in cycle time/throughput over the existing raster scanning laser ablation process has been demonstrated.

The Internet and social media have fundamentally transformed the ways in which individuals find jobs. Relatively little is known about how demand-side market actors use online information and the implications for social stratification and mobility. This study provides an in-depth exploration of the online recruitment strategies pursued by human resource (HR) professionals. Qualitative interviews with 61 HR recruiters in two southern US metro areas reveal two distinct patterns in how they use Internet resources to fill jobs. For low and general skill work, they post advertisements to online job boards (e.g., Monster and CareerBuilder) with massive audiences of job seekers. By contrast, for high-skill or supervisory positions, they use LinkedIn to target passive candidates – employed individuals who are not looking for work but might be willing to change jobs. Although there are some intermediate practices, the overall picture is one of an increasingly bifurcated “winner-take-all” labor market in which recruiters focus their efforts on poaching specialized superstar talent (“purple squirrels”) from the ranks of the currently employed, while active job seekers are relegated to the hyper-competitive and impersonal “black hole” of the online job boards.

Four cast iron lions guard the charming Lions footbridge crossing St. Petersburg's Griboedov Canal. The first author strolled across the bridge on an August evening in 1998 with a Russian friend, Polina. The experience presents a parable for concluding this volume:As we crossed the bridge in the dark, we barely avoided stepping into a gaping hole in the deck half way across. A person could easily fall through. I reacted as a typical American, immediately taking responsibility for doing something about the problem, looking for some board to place over the hole or a barrier to warn pedestrians or someone to report the hazard to who would address it promptly. Polina indicated that no Russian would make such a fuss, and she could think of no one to report the hazard to who would respond. As we stood discussing this problem before two of the guardian lions, a group of drunken soldiers began to cross the bridge from the far side, arm in arm, singing loudly. Sure enough, one slipped through the hole and, but for his comrades holding his arms, he would have plunged into the canal. Surely they will report it, I said, but Polina was doubtful. She saw little chance for some protective action to fix the bridge or even to warn passers-by to beware. We went on our way mindful of the problem left behind. Perhaps a month after my return to the U.S., I received an email from Polina that she had gone to the bridge and, to her surprise, it was fixed. “Perhaps,” she wrote, “there is hope for Russia after all.”