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Examines the state of the total quality movement within the service industry. Contends that in somecases to accept that the customer is always right has produced the wrong results. Asks whether after years of providing a poor quality or indifferent service, organisations are moving too far the other way and forgetting that sometimes the customer is wrong. Reminds us that customers are human, and rarely perfect.

This special “Anbar Abstracts” issue of the Marketing Intelligence & Planning is split into nine sections covering abstracts under the following headings: Business Strategy; Marketing Strategy; Customer Service; Sales Management; Promotion; Marketing Research/Customer Behaviour; Product Management; Logistics and Distribution; Sundry.

This special “Anbar Abstracts” issue of the Journal of European Industrial Training is split into seven sections covering abstracts under the following headings: General Training Issues; Education & Students; Training/Learning Techniques; Training Technology; Skills Training; Management Development; Career/HR Development.

This special “Anbar Abstracts” issue of the Personnel Review is split into seven sections covering abstracts under the following headings: Career/Manpower Planning and Recruitment; Health and Safety; Industrial Relations and Participation; Pay, Incentives and Pensions; Performance, Productivity and Motivation; Redundancy and Dismissal; Work Patterns.

This special “Anbar Abstracts” issue of the International Journal of Manpower is split into seven sections covering abstracts under the following headings: Human Resource Management; Career Planning & Recruitment; Women/Dependant Care; Health & Safety ; Education & Training ; Industrial Relations & Participation ; Redundancy.

Included in this section of abstracts covering redundancy topics are: advice to professionals on what to do if it happens to you; a report of study findings on what sort of redundancy counselling is being used by organizations; and a description of effective workforce reduction techniques.

This chapter explores ethical issues related to the use of drama-based methods in child and youth-focussed research projects. It begins by outlining some of the reasons for utilising drama-based research methods in projects that examine children’s perspectives and lived experiences. The chapter proceeds to discuss specific methods of drama-based inquiry including ethnodrama, ethnotheatre, reader’s theatre, play-building, devised theatre and collective creation. The sections draw on examples from recent drama-based research projects to highlight some of the key ethical considerations in drama-based research with children and young people, including specific issues surrounding representation, transparency, physical risks, power dynamics, consent, confidentiality, anonymity and reciprocity. The author shares her experiences of navigating some of the tricky ethical challenges involved in a recent participatory play-building project in Canada, providing some suggestions to help researchers in the field become better prepared to use and assess these methods and approaches in research with children and young people.

This special issue of Personnel Review on “Quality and the Individual” is very different in style from the editor‐generated issues of this journal, but it has been designed for a very particular purpose. In the rush towards the achievement of high levels of “quality” among organizations, however this is manifested, the effects on the individual have largely gone unnoticed. We are all aware of the high rates of failure among quality management initiatives, and what is becoming clear is that successful organizations are harnessing the talents of individuals, whatever their status, to the quality cause from its very early stages.