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Increased competitive pressure in the market for loanable funds has encouraged the banks to place greater emphasis on the marketing of their services to both corporate and personal customers. The small business sector of the corporate market covers the majority of corporate accounts and for a substantial volume of bank lending. However, the proliferation of product differentiation in relation to small business customers in order to improve banks′ competitive position appears to have been less than successful. The small business sector is heterogeneous; customer needs vary but there is little evidence to suggest that banks differentiate their products sufficiently to appeal to distinct market segments. On the contrary, despite competitive pressures and new marketing strategies, small business customers generally perceive the services provided by the different banks as indistinguishable.

The intangibility of services presents a number of problems for the measurement of quality and customer satisfaction. Proposes a simple index which can be applied to ordinal or cardinal data and will provide a convenient aggregate summary of the extent to which a product or service meets consumer expectations. The index, though simple, is robust, and is applied to the problem of analysing the quality of banking services provided to small firms in the United Kingdom.

As deregulation takes place in the UK, rent tribunals are confronted with the problem of setting a “market rent” for previously controlled property. A simple partial equilibrium model of a sector of the rented accommodation market is used to examine the question of setting a “market rent” in the controlled‐rent subsector. It is shown that setting the controlled rent equal to the rent prevailing in the uncontrolled part of the market is sub‐optimal, and a simple formula is suggested which will give a better estimate of the true free market rent.

The standard measures of effective protection calculate EPRs by reference to an activity′s principal product. In many activities by‐products which have a positive economic value are important. Revises the standard measures to allow for the incorporation of by‐products and uses an example to illustrate how their exclusion can impact on estimated EPRs.

An appreciation by Geoffrey Norman, chairman of Manders (Holdings) plc The paint industry has lost one of its great characters with the sudden death of George Griffiths, chairman and managing director of the Manders Industrial Coatings Division.

This study aims to enhance the understanding of how co-created content (CCC) can facilitate relevant and meaningful customer experiences in social media brand communities (SMBCs). It investigates the characteristics of CCC and explores the effects they have on member engagement from an identity theories perspective.

A netnography of a university’s Facebook and Instagram accounts was undertaken to analyse exemplary content co-creation practice and resulting user reactions in an organic setting.

The analysis of CCC confirmed a strong presence of identity narratives and cues that can be categorised into university, sub-group and student role identity themes. Members’ identity-consistent reactions highlight that CCC can influence member perceptions of the distinctiveness, prestige and similarity of the identities they enact. University identity theme CCC allows members to project other member’s identity narrative, while sub-group and student-role identity theme CCC can help increase identity synergy.

The paper adds to the social media marketing literature that SMBC members are important integrators of symbolic resources that influence other members’ identity constructions and further their perceived relationships with the organisation and other members. Social media enables marketers to leverage members’ diverse identities to enhance customer experiences. The study’s single context focus may be a limitation.

The paper provides a useful framework for designing social media content that facilitates meaningful engagement.

The use of identity theories to enhance the understanding of CCC and its role in SMBCs is original. The paper generates new lines of future enquiries to advance theorisation of social media marketing.

Critical ethnography first emerged as a distinctive research approach in education studies in the late 1960s (Anderson, 1989, p. 250). It has now achieved a degree of respectability and has taken its place as part of the qualitative tradition in universities (Jordan & Yeomans, 1995, p. 399). Critical ethnography reflects what Geertz (1983) identified as a ‘blurring of genres’. As the name suggests, it is marked by a confluence of interpretivist field studies and critical streams of thought (Goodman, 1998, p. 51). These converging streams, arising from a variety of sources and pushed along by the currents of Marxist, neo-Marxist and feminist social theory, swirl together into a dynamically enriched mixture of the methods and theories of anthropology, sociology and education. Not surprisingly the streams formed in different parts of the globe, while composed of all of the elements just named, are configured slightly differently. As Priyadharshini (2003, p. 421) recently noted in comparing British and American strands of educational ethnography, the Western side of the Atlantic is marked by a much stronger tradition of educational anthropology than in the UK. And these differences make a difference.

THE serious and intractable housing problem persists to plague governments and embitter citizens. Why this is so can be gleaned from a few statistics.

This chapter analyzes the semiotic construction of US claims to sovereignty in Hawai‘i. Building on semiotic theories in sociology and theories within critical Indigenous and settler colonial studies, it presents an interpretive analysis of state, military, and academic discursive strategies. The US empire-state attempts to construct colonial narratives of race and sovereignty that rehistoricize the history of Hawaiians and other Indigenous peoples. In order to make claims to sovereignty, settler-colonists construct narratives that build upon false claims to superiority, advancement, and discovery. Colonial resignification is a process by which signs and symbols of Indigenous communities are conscripted into the myths of empire that maintain such sovereign claims. Yet, for this reason, colonial resignification can be undone through reclaiming such signs and symbols from their use within colonial metanarratives. In this case, efforts toward decolonial resignification enacted alternative metanarratives of peoples' relationships to place. This “flip side” of the synecdoche is a process that unravels the ties that bind layered myths by providing new answers to questions that underpin settler colonial sovereignty.