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The aim of the study is to identify best practices from Business Excellence (BE) award-winning organizations on the use of their BE self-assessment (internal assessment) and third-party assessment (external assessment including BE award assessments) for organizational improvement.

An explanatory sequential mixed methods approach was used to gather data from 50 organizations across 17 countries with varying degrees of BE maturity. Twenty of these, representing 40% of the sample, then participated in semi-structured interviews through which their understanding of the impacts of various practices was explored in more detail. From this sub-sample, three (3) emerged as exemplars used as the case studies reported here.

The findings from the first and broader study of the 50 organizations demonstrate a diverse approach to BE assessments, much of which is tailored to the maturity level of each organization. BE organizations with a high BE maturity level are more likely to conduct regular self-assessments and certificate assessment. Key practices identified in the case study organizations were their unique approach to preparing the organization for assessments irrespective of the BE award criteria, the use of mock assessments to prepare for award assessments, the use of customer-led assessments, thorough action plan review process, the use of internal assessments to grow internal capabilities, participation in regular award assessments, the use of external BE assessors and experts for assessments, increased use of technology to support the assessment process, and varying assessment types by organizational BE maturity.

This research provides a specific and valuable contribution to the existing BE literature by presenting contemporary, real-world examples of best practices in BE assessment. It offers a unique perspective on how award-winning organizations tailor their strategies to meet diverse business needs and strategic objectives.

A successful automation project combines a sound financial plan with convincing arguments, thoughtful strategies, and sensitive treatment of potential supporters. A proposal that details costs and returns is as essential to raising funds as a well‐ conceived technical plan. Sources of financial support include governing bodies, foundations, granting agencies, businesses, and individuals. Creative alternatives for financing library automation are mentioned.

The main intension of this paper is to challenge the dominance of emotional labour in professional nursing.

The article begins by evaluating the central conceptual and definitional aspects of emotional labour, emotion work and emotional work. The purpose of this discussion is to argue against the false public and private dichotomy that has plagued emotional labour and emotion work. Second, it is proposed that the central and helpful defining aspects of emotional labour and emotion work are Marx's concepts of exchange‐value and use‐value. These defining attributes are used in conjunction with other re‐conceptualisations, which unite these terms in order to create more encompassing constructs that are useful for focusing on the waged and unwaged aspects of professional nurses' emotional work response behaviours. Finally, the use of emotional labour in professional nursing is contested on the grounds that the construct has limited theoretical and empirical utility for researching the complex nature of professional nurses' emotional work response behaviours.

It is recommended that a more robust encompassing concept needs to be developed, which accurately reflects the nature and complexity of professional nurses' waged and unwaged emotional work response behaviours, as they are important overlooked facets of behaviour that can be theoretically related to professional nurses' contextual performance.

The paper provides a better understanding of professional nurses' emotional work response behaviours, which benefit nursing research and practice by drawing on other areas of theory and research.

In the last four years, since Volume I of this Bibliography first appeared, there has been an explosion of literature in all the main functional areas of business. This wealth of material poses problems for the researcher in management studies — and, of course, for the librarian: uncovering what has been written in any one area is not an easy task. This volume aims to help the librarian and the researcher overcome some of the immediate problems of identification of material. It is an annotated bibliography of management, drawing on the wide variety of literature produced by MCB University Press. Over the last four years, MCB University Press has produced an extensive range of books and serial publications covering most of the established and many of the developing areas of management. This volume, in conjunction with Volume I, provides a guide to all the material published so far.

This research contributes to understanding emotional and political challenges experienced by middle managers as they work with contradictions inherent in leading change from the middle. Focus group data from 27 such middle managers based in the UK indicate that, once they have been assigned roles and tasks for leading change, underlying dynamics and processes influence the degree to which they become capable (or unable) to shape and navigate that change. A proposed conceptual framework, illustrated by a case vignette, provides a base of existing knowledge for understanding and explaining these dynamics. We also construct a model of the key tensions that are integral to middle managers leading change. A further contribution to practice involves elaborating the importance of collaborative effort across hierarchical and vertical boundaries, despite emotional and political tensions that undermine middle managers’ roles as change agents.

A distinction must be drawn between a dismissal on the one hand, and on the other a repudiation of a contract of employment as a result of a breach of a fundamental term of that contract. When such a repudiation has been accepted by the innocent party then a termination of employment takes place. Such termination does not constitute dismissal (see London v. James Laidlaw & Sons Ltd (1974) IRLR 136 and Gannon v. J. C. Firth (1976) IRLR 415 EAT).

Consumerism's fundamental nature, reflecting as it did a general dissatisfaction among consumers with the existing relationship between consumer and producer in the marketplace in the well‐off industrialised nations, ensured its rapid growth and internationalisation. Notes that after gaining momentum in the USA, consumerism had spread to most of the developed countries, in particular Sweden, Japan, The Netherlands and the UK. Suggests that the international consumerist movement reached its peak in many countries in the late 1960s and 1970s, and this was when the consumerist movements were united by a single overwhelming objective — ensuring the consumer got a fair deal in the marketplace. Contends that consumerists have approached the problem from two different points — the strategies employed fall into these categories: consumer information and education; and the recognition of basic consumer rights in law. Believes that elements of both attempts try to ensure that the consumer is able to protect himself and are found in all the countries with consumerist movements. Concludes that consumerists' aim has been to ensure that within this framework the interests of consumers are protected and that consumers receive a fair deal.

This Register of Current Research in Britain in the field of marketing has been compiled from the response to a request for such information made to educational institutes. It is intended to publish amendments and additions at regular intervals in this journal. Each issue will contain up‐dating material, and the complete register will be published each year. The present issue contains the first such up‐dating.

Definitions of consumerism have ranged from the essentially pragmatic to the speculatively theoretical, from the simple “let the seller beware”, to the all embracing “concern for the total impact of business on society”. Regardless of the definitions, consumerism in Britain today is about consumer protection and how this can best be achieved. Whether this is merely a stage in the evolutionary development into something more comprehensive in its concerns and more radical in its approach remains to be seen. The main stream of the British consumer movement is middle class in origin and outlook. The social composition of the movement has been an important factor conditioning both its definition of consumer problems and its approach to their solution. Essentially the movement is concerned with ensuring that shoppers get a fair deal in the market place. The role of the consumer in the market place and the relationship between consumer and producer is never fundamentally questioned. The existing societal order and its concomitant economic relationships are simply accepted as part of the framework within which the consumer movement must work to achieve its objectives.

There has long been a feeling that, because of the dominance of the English language in marketing literature, many excellent contributions in other tongues go unheeded by the scholar. This first issue of the Review of European Marketing Literature (REML) is a modest start to ensure a wide knowledge of what marketing issues are being discussed in French, German, Dutch, Italian and the Scandinavian and Central European languages.