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Computer failure at some time is almost inevitable and can represent a major financial loss to the user. It therefore becomes important for any company that is dependent in some form, whether on a large or small computer system, to cover this eventuality by taking out an adequate maintenance contract. There are a number of professional computer maintainers in the UK – unlike the computer manufacturers – who will cover microcomputers and minicomputers and because of this, computer users are turning to them – finding in addition that they are more flexible when it comes to pricing. The author illustrates the manner in which independent maintainers can be of assistance and how professionally based are their back‐up services.

This chapter reflects on the process of conducting qualitative research as an indigenous researcher, drawing from two studies based in south Wales (the United Kingdom). The chapter not only explores the advantages of similarity in relation to trust, access, gender and understandings of locality, but it also complicates this position by examining the problem of familiarity.

The studies, one doctoral research and one an undergraduate dissertation project, both took a qualitative approach and introduced visual methods of data production including collages, maps, photographs and timelines. These activities were followed by individual elicitation interviews.

The chapter argues that the insider outsider binary is unable capture the complexity of research relationships; however, these distinctions remain central in challenging the researcher’s preconceptions and the propensity for their research to be clouded by their subjective assumptions of class, gender, locality and community.

The chapter presents strategies to fight familiarity in fieldwork and considers the ethical issues that arise when research is conducted from the competing perspectives of both insider and academic. The authors focus on uncertainties and reservations in the fieldwork process and move beyond notions of fighting familiarity to consider the unforeseen circumstances of acquaintance and novel positionings within established social networks.

Young offenders are known to have more chaotic experiences in childhood than non-offenders, and this impacts on their attachments, coping styles and early maladaptive schemas (EMS). The purpose of this paper is to explore the relationship between these factors and drug use.

This study used self-report questionnaires on a sample of 105 incarcerated young offenders.

Attachment styles did not differentiate drug users from non-drug users. Drug users were found to be no more likely than non-drug users to use avoidant coping styles. However, they were more likely to have emotional coping styles. Drug users had more EMS, and overall, those with insecure attachments had more EMS. Individuals with emotional coping styles scored higher than those with rational coping styles on several EMS. Those with emotional coping styles scored lower on the emotional inhibition EMS than those with rational coping styles.

The evidence presented has implications for the understanding of drug use in young offenders by: providing support to the model proposed by Young et al. (2003) regarding how insecure attachments can contribute to EMS; providing support for Crittenden’s (2008) model of attachment whereby problematic behaviours such as drug use can be a strategy the individual uses to protect themselves at times of threat or discomfort; highlighting the need for an integrated model of substance use in offenders which incorporates early experiences, attachments and EMS; and highlighting why substance use may become a coping strategy in young offenders and how to engage them to meet their needs in pro-social ways.

The study contributes to the understanding of attachment, coping and drug use in a young offender population. It sets foundations in the authors’ understanding of patterns of EMS in young drug users and highlights the need for an integrated model of substance use which incorporates early experiences, attachments and EMS.

The aim of this research is to determine the effect of changes in servicescape on the service quality perceptions of maternity ward patients in a private hospital.

A quasi‐experimental design was used. An experimental and control group (of patients) was surveyed before the changes in servicescape took place, and a further experimental and control group of patients was surveyed after changes in the servicescape. Each group was surveyed using a SERVPERF instrument to determine perceptions of service quality.

The changes in servicescape which took place in the experimental context resulted in a significant change in service quality perceptions among the experimental group. This change was not seen in all service quality dimensions, however, with statistical significance seen only in the tangible, reliability and responsiveness dimensions.

Four different groups of respondents took part in the quasi‐experiment (two experimental groups and two control groups) specifically in a medical setting, and the ability to generalise these findings needs to be investigated.

Management needs to take greater notice of the effect of servicescape, as well as any changes in the servicescape on the perceptions of service quality.

There is agreement that the servicescape affects perceptions of service quality and this study bears out this conclusion.

The purpose of this paper is to present the role of reflexivity in relation to archives and narratives.

The authors problematize the concept of “archive,” by engaging with debates in philosophy and the archival theory. The authors also revisit historical theories and debates on the role of the narrative within historiography. Finally, the authors consider reflexivity as a methodological attitude taken by the researcher at all stages of the investigation from challenging theoretical assumptions of empirical materials to questioning the very narrative that is created when looking for alternative ones.

This paper poses questions about documents and archives that emerge from reflexivity. The authors claim that reflexivity is an ethos that allows researchers to keep the multiple narratives in which they are entangled in check. The paper brings a framework that allows researchers to use reflexivity to become more conscious of the complexities and ambiguities within the research process that leads to the writing of historical narratives.

This paper points to the need to enhance the reflexivity at every stage of the research, including “interrogating” the archives and documents, which are compiled under a narrative.

The authors highlighted the multiple characteristics of archives, their meanings and the possibilities of writing narratives about them through reflexivity. The authors have the historical narrative as one possible reconstruction of a historical object, which is connected to the production conditions of the text. Through reflexivity, the authors discussed the socially constructed nature of the documents and the archives. Finally, the authors believe that debates around the production of this knowledge should continue, focusing especially on building bridges with the field of history.

Historical narratives do not depend on the scientific character of historical sources, but it considers reflexivity by the researcher regarding the search, collection, reading and analysis of historical documents. In addition, it is necessary to think about the use of documents and archives and histories in a reflective way for a writing of history and, indirectly, for a contextual understanding of the time observed and as forged sources – or discarded – and made available.

Challenging the use of documents and archives in a reflexive way for the writing of historical narratives and for contextual understanding of the past is key to a richer relationship between management and history. This paper points to the role of reflexivity in relation to archives and narratives in the practice of (re)constructing the organizational past from memories and silences. It also highlights how reflexivity can be incorporated in the research process to enrich the writing of the historical narrative.

This contribution argues that Kathy Charmaz's career did not burst into full intellectual bloom until the last 25 years of her life – from 55 to her death at 80. I examine why and how this scholarly blossoming happened so late in her life and the nature of its many manifestations, especially research on a wide variety of social justice issues. After her initial focus on medical sociology, specializing in chronic illness, Kathy became an innovative and renowned qualitative methodologist, developing constructivist grounded theory (CGT) method taken up in many amazingly heterogeneous scholarly fields transnationally.

Student learning takes many forms depending on variables such as context and desired goals. Learning social justice concepts involves a reframing of one's values through observation and participation in real-life scenarios. A relationship with my mentor gave opportunities to see beyond superficial aspects and the physical body. Communicating valued concepts through research and writing is a gift of Kathy's legacy.

The purpose of this paper is to describe experiences of transition from medical school to new doctor in the UK and to examine the development and evaluation of initiatives designed to lessen anxiety and assist transition.

The evaluations of two recent interventions for new doctors are reported, one at organisational and one at the individual level: first, a longer induction programme; and second, provision of a library of medical textbooks on smartphones (the “iDoc” project). The paper also reports on mindfulness training designed to help trainees' well‐being.

These initiatives address different aspects of transition challenges (related to roles and responsibilities, cognitive and environmental factors). Benefit can be gained from multiple approaches to supporting this time of uncertainty.

Given the link between transition, doctor stress and patient safety, there is a need to review existing strategies to ameliorate the stress associated with transition and seek novel ways to support new doctors. The authors argue that diverse approaches, targeted at both the organisational and individual level, can support new trainees, both practically and emotionally.

The paper reports initiatives that support transition, of value to medical schools, deaneries, researchers and trainees themselves.

The purpose of this paper is to gain insight into brand avoidance of service brands and explore whether the different types of brand avoidance identified in a product context apply to service providers.

Because of the exploratory nature of the study, the critical incident method and semi-structured interviews were used to achieve the purpose of the study.

The findings suggest that five types of brand avoidance, as identified in studies involving product brands, can be identified as impacting service brands. In addition, the findings show that advertising avoidance should be expanded to communication avoidance because of the multifarious communication influences that were identified. The study proposes a framework to deepen the understanding of the types of brand avoidance affecting service brands.

Since the different types of brand avoidance previously identified are also evident in a services environment, service providers should develop strategies to deal with the different types of service brand avoidance. The findings are broad in scope because of the exploratory nature of the study, and a detailed analysis of each type of service brand avoidance is still required.

This paper focuses on the various types of brand avoidance and their manifestation in the services context. The study contributes by showing that the broader concept of communication, not only advertising, should be considered when studying brand avoidance in a service context.