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The current literature has not provided insight into the effects of using racially derogatory words in the context of academic instruction or when reviewing historical texts. This study aims to examine the impact of such microaggressive language on cognitive performance among university students.

Using experimental methodologies, the participants were recruited to the research lab and assigned to one of the three conditions, as they were exposed to a derogatory word, heard a replacement of the word or did not hear it at all. Given the results of prior studies, researchers hypothesized that participants holding marginalized racial/ethnic identities would experience greater levels of cognitive depletion, as measured by the Stroop (1935) color-naming task, when compared to their white counterparts, as it was expected that students from underrepresented racial/ethnic backgrounds would be more affected by use of such language.

The primary hypothesis was supported, as students from underrepresented backgrounds who were exposed to the microaggressive language displayed diminished Stroop (1935) performance as compared to those not exposed and their white counterparts who heard the same language.

This study adds to the literature surrounding the immediate impact of microaggression of university students holding marginalized racial/ethnic identities.

This research sought to examine the differential effect of chatbot banking artificial intelligence (AI) on consumer experience in the banking industry. A positivist paradigm was adopted to sample 389 consumers who were previously exposed to chatbot banking in Zimbabwe. A causal research design was employed whilst a quantitative approach was followed. In analysing data, the research study applied the structural equation modelling (SEM) technique. The authors found that chatbot banking significantly improves customer experience (CX) in the banking industry. Reliability and responsiveness of the chatbot need to be enhanced for effective improvements in CX. A need was also identified to enhance CX through the development of an ease-to-use chatbot which is embedded in everyday messaging applications of consumers. A significant association was also found between perceived benefits of chatbot banking and CX. This study informs the development of competitive advantage by banks and other related companies through AI-based CX management strategies. In times of pandemics and beyond, chatbot banking can be very instrumental in improving CX.

Economic and political commentators in the popular media have become fond of describing California as if it were a separate country or a “nation state.” Legally, of course, California is no more a nation than any other state in the United States. Even so, when considering the global economic impact of the “Golden State,” there are several reasons why it is convenient and instructive to look at California as a separate entity.

Purpose: This chapter explores the role of life course transitions, personal networks, community, and social support in the physical and mental health of LGBTQ+ elders. Specifically, we review the literature on formal and informal supports and resources available to LGBTQ+ elders as they age.

Methodology: We use an intersectional lens that explores dimensions of social identity and social location among diverse subpopulations within sexual and gender minority (SGM) elders. We outline the implications of access (or lack of access) to formal and informal care for SGM elders' physical and mental health and well-being in late life. We examine the availability of these supports in the context of broad inequalities and life events that structure the life course for LGBTQ+ elders and have long-term health implications.

Findings: Our findings from this review demonstrate how social factors over the life course shape SGM mental and physical health later in life for aging LGBTQ+ populations. We reflect on how strained relationships and lack of acceptance compel some to seek alternative sources of support and relationships. Our analysis uncovers individual and institutional sources of support: personal social networks and formal spaces, such as healthcare settings, that connect elders with resources to develop social support and avoid social isolation.

Implications: The implications of our review reveal the unique needs and barriers to practical and social support that SGM older adults face. We explore alternative supports that LGBTQ+ elders need compared with their heterosexual cisgender peers, given the disproportionate rejection they face in a range of public and intimate spaces. We conclude by identifying and celebrating sources of support and resilience as LGBTQ+ elders have crafted alternate support networks and advocated for increased recognition, rights, and care.

Originality and Value: Despite some recent flourishing of research in SGM health, a road map for scholars, practitioners, and community members outlining future research in understudied areas such as LGBTQ+ aging and transgender health would help advance scholarship and policy. Our commentary highlights quantitative and qualitative studies and suggests avenues for research that put in conversation literatures on rural studies, urban sociology, and social networks; gerontology; health; and gender/sexuality studies.

Purpose: Being the victim of sexual violence can lead to long-term health consequences. In response, rape crisis centers provide support to survivors of sexual violence including medical and mental health treatment or referrals to treatment. A history of exclusion and provision of service by cisgenderist binary categories limit the ability of rape crisis centers to serve transgender survivors of sexual violence. Can gender be a way to provide safe, inclusive healthcare or is it necessarily a way to enact gender oppression? How can rape crisis centers and other healthcare organizations become more inclusive of transgender people?

Methods: In addition to fieldwork at a rape crisis center that had a trans inclusion project, interviews were conducted with staff and volunteers at the rape crisis center.

Findings: I found that gender-based service provision is problematic, especially when based on an understanding of gender conflated with sex category. Even organizations aiming to challenge gender oppression can reproduce it.

Practical Implications: Options for health organizations to become more trans inclusive are presented.

Originality: Research on the transgender experience, particularly at rape crisis centers and other healthcare organizations that provide gender-segregated service, is limited That literature often presents those organizing women-only space as monolithic and struggles around the inclusion of trans people oversimplified. My research illuminates how gender inequality is reproduced in an organization aimed at challenging that inequality. My research shows the logics of those engaged within an organization reproducing oppression despite individuals' desires to challenge oppression.

From earliest times the land and all it produced to feed and sustain those who dwelt on it was mankind's greatest asset. From the Biblical “land of milk and honey”, down through history to the “country of farmers” visualised by the American colonists when they severed the links with the mother country, those who had all their needs met by the land were blessed — they still are! The inevitable change brought about by the fast‐growing populations caused them to turn to industry; Britain introduced the “machine age” to the world; the USA the concept of mass production — and the troubles and problems of man increased to the present chaos of to‐day. There remained areas which depended on an agri‐economy — the granary countries, as the vast open spaces of pre‐War Russia; now the great plains of North America, to supply grain for the bread of the peoples of the dense industrial conurbations, which no longer produced anything like enough to feed themselves.

This study aims to explore the perception of the compliance officers of the Pakistani financial sector towards the placement of Pakistan on the grey list by the Financial Action Task Force (FATF).

To achieve this objective, the study adopted a qualitative methodology and conducted semi-structured interviews with different financial institutes and their regulators.

The study found that role of the FATF is lopsided and politically motivated towards Pakistan. Although Pakistan has loopholes like many other countries, its treatment in the FATF is irregular. Therefore, the decision of the greylisting is not purely based on technical compliance, but political preferences are the determinative aspect.

This study provides a holistic overview of the FATF greylisting mechanism and how Pakistan is treated. This might provide both the FATF and Pakistan to revisit their policies.

Enforcement of regulatory controls has traditionally been left to the criminal law. In the last 15 years there has been an increasing interest in using civil remedies for this purpose. Most of the attention has been on financial services, but there have been recent developments in the UK planning system, which provide interesting parallels.

The purpose of this paper is to examine the dimensions of service quality (SERVQUAL) from the perspective of the customers and its relationships with perceived overall SERVQUAL in retail banking and also investigate the relationships between perceived overall SERVQUAL and customer trust, customer satisfaction, and bank reputation.

A survey questionnaire was constructed, and data were collected from 375 regular customers of local banks. The convenience sampling method was employed to collect data from existing customers of local banks operating in the Klang Valley area of Malaysia. Structural equation modelling was applied to analyse the data.

The results of the study indicate four key dimensions of SERVQUAL – tangibles, empathy, reliability and security, and internet banking – all of which are significantly and positively related to customers’ perceived overall SERVQUAL. Internet banking facilities are another significant determinant of the perceived overall SERVQUAL. The results are indicative of the strong and positive effect upon customer satisfaction, their trust in the bank, and, finally, a bank’s reputation.

This study has presented and tested empirical study of perceived overall SERVQUAL model in the banking industry, particularly in the Malaysian context. This research identified the dimensions of SERVQUAL (i.e. tangibles, empathy, reliability and security, and internet banking) that influence the overall perceived SERVQUAL, and how these overall perceptions will eventually influence customer trust, customer satisfaction, and bank reputation is valid and reliable in retail banking industry. This study, however, only focussed on the banking industry. Given the diversity of the service industry, these findings may have to be tested for the applicability to different service industries in future studies.

This research is useful to bank managers as it helps them improve SERVQUAL to protect and expand their respective market share in a highly competitive industry. Banks could utilise the results of this study to improve their service tangibility, empathy, reliability, and security, which will affect both customer trust and satisfaction, and enhance a bank’s reputation.

The findings of specific dimensions of SERVQUAL will contribute to customer perception of banks’ image and reputation, and strengthen trust and satisfaction. Moreover, assisting customers towards the understanding of how they should received high quality of services with regard to quality should be perceived as emphatic, reliable, secured and tangibility of service.

The findings of this study highlight the specific dimensionalities of SERVQUAL in influencing the perceived overall SERVQUAL. This study will increase the understanding on the impact of perceived overall SERVQUAL on consumer trust, customer satisfaction, and a bank’s reputation. Specifically, it reports an empirical study of a model of perceived overall SERVQUAL that simultaneously considers the direct effects of perceived overall SERVQUAL on customer trust, customer satisfaction and bank reputation.

A nostrum much quoted in traditional contract law courses is ‘caveat emptor’ (let the buyer beware). Buyers had to look after themselves and protect their own interests. The laissez‐faire philosophy which lay behind this maxim took the view that the operation of unrestrained market forces was the best method for protecting consumers as a whole. Emphasis was placed on free competition providing alternative choices as the best way of satisfying consumer wants. In reality, even in the mid‐19th century when this philosophy was dominant, the consumer was not left without the protection of the law. Freedom of contract notionally existed and much judicial rhetoric was expended on justifying it but in reality the courts were quite astute in protecting consumers in situations where they were the victims of fraud, trading malpractice or unequal contracts.