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The twin aims of this paper are to explore the differences in the consumption process between the traditional in‐branch and web‐based (e‐mortgage) service channels and how the differences relate to any problems identified in the electronic service environment, with respect to information search and product evaluation.

A process‐oriented approach comparing the two service channels (in‐branch vs e‐mortgage) was conducted in two study phases. Data from the e‐mortgage process were collected using protocol analysis with 12 first‐time buyers (FTBs) applying on a website belonging either to a hybrid or to an internet‐only bank. Results of the e‐mortgage process were mapped on to stages of the in‐branch process, which was captured by observation of six FTB mortgage interviews to determine the level of correspondence and emergent issues.

Support for the FTB in the e‐mortgage process was problematic and service provision was found to be product‐ rather than consumer‐oriented.

The study highlights the importance of design issues in the electronic service environment for creating confidence in the online advice and information available on home mortgages for FTBs.

The paper promotes increased understanding by financial service providers of the characteristics that support the consultative selling process for complex products such as mortgages and inform multichannel retailing.

The purpose of this paper is to investigate and understand whether students who complete a work placement as part of their degree course achieve a better classification of degree than those students who do not include a placement.

The study was conducted by extracting the profiles of computing students from the database of a UK based university. Data collected included the marks and academic performance throughout the course of the students’ degree, educational background, age and gender. In total, the profiles of 290 students were analysed to understand the impact of a work placement on their degree.

The results show that 58 per cent of those students who had been on a work placement achieved an upper second or first class degree, whereas only 37 per cent of non‐placement students achieved the same academic standards. Furthermore, this study also established that this result is not because work placement students are academically more capable to begin with, as originally believed by many researchers.

Direction for further research would involve investigating different cohorts of students and in different subject areas. However, the initial findings from this study could be used as a starting point in an attempt to encourage students to include a work placement as part of their degree.

Rather than simply performing a comparison of degree classifications between the placement and non‐placement students, this study goes further and investigates student performance during their entire three or four year degree course. Furthermore, this study also considers influences such as age, gender and educational background on the results.

Drawing on the experience of the Observatories, a set of interconnected research centers in Italy, this chapter explains why academics are in one of the best positions to orchestrate interorganizational initiatives of change and development, and highlights two prerequisites that appear necessary to render salient this orchestrator role of academics: (i) the extensive use of multiple approaches of collaborative research and (ii) the creation and maintenance of a platform allowing the management and diffusion of the network-based learning mechanisms underlying each change and development effort. The contributions extend existing knowledge on organization development and collaborative research.

Mary Kay is one of the best-known direct sellers of women's cosmetics in the world. Its channel strategy is to use independent beauty consultants, who are independent distributors, to sell directly to consumers. Its compensation plan is multilevel, providing commissions to distributors on their own sales as well as the sales of the distributors they recruit. At the time of the case, the company is grappling with a well-established change in consumer behavior—the decline of the stay-at-home mom as she returns to the workforce—combined with the opportunities offered by Internet selling. Focuses on the company's efforts to move with consumer demand and behavior, while remaining true to its core goal of “Improving Women's Lives.” Discusses ways Internet technology can be used throughout the company's channel and supply chain structure, not just as a route to market.

The purpose of this paper is to explore the role of managerial values in improving the effectiveness of employee performance management (EPM).

The research has been conducted as a conceptual study, in which EPM criteria are compared to managerial values and the related maturity model. A thorough review of the EPM and values literature identified relevant and significant works.

Despite copious extant literature on EPM, the process is riddled with persistent problems, particularly concerning the manager’s enthusiasm to adequately implement EPM and its subsequent effectiveness. A managerial grounded values framework is, therefore, proposed. Using a circular approach that is assisted by a values maturity model, it serves as a charter that guides the supervisor’s actions, goals, choices, decisions and attitudes; principles that are very much at the heart of an effective EPM process. Curiously, managerial values and EPM have not generally been connected.

This values-based circular framework contributes to the effectiveness of the EPM process and thus to a positive EPM experience that motivates, enhances engagement and guides personal development. When enacted individual values and EPM are linked, they are argued to lead to sustained superior financial performance.

This study makes an important and novel contribution to the performance literature by using a values-based maturity model to improve the effectiveness of the EPM process.

This article reviews the first volume of the Journal of Children's Services. In doing so, it discusses broader directions and challenges in research, policy and practice. The article focuses on discussion about outcomes, the ‘idea’ of children's services and the impact of interventions on children's health and development. It welcomes reflections on different approaches to outcome measurement, analyses of the practicalities of implementing policy reforms and rigorous evaluations of the impact of Early Years, parenting and other programmes. At the same time, it suggests specific areas in which more work would be valuable, including: socio‐political commentary on policy developments; methods of and results from need analyses; empirical research on inter‐agency initiatives; how to improve the processes and structures that underpin good outcomes; transitions; and understanding ‘what works’ in research dissemination and utilisation. The value of international perspectives (including intra‐UK comparisons) is stressed. Forthcoming special editions on randomised controlled trials (RCTs) (2007) and anti‐social behaviour by young people (2008) will help to address other points raised.

While placemaking is a multi-disciplinary concern, it is a key focus within the discipline of spatial planning. This paper aims to explore the development of theoretical trends with regard to placemaking in spatial planning since 1975 to identify current emerging theoretical perspectives. Special attention is given to differences in perspectives between the Global North and the Global South.

The study used an integrative literature review (ILR) to analyse placemaking literature over a period of 41 years and five months. The ILR followed the basic review stages: scoping; planning and review protocol; identification/availability; searching; and screening. ILR differs from other reviews as quality appraisal, data gathering, analysis and synthesis rely on coding, thematic content analysis and synthesis.

Initially, the planning/review protocol resulted in 59 contributions on placemaking in various disciplines (excluding publications in other languages that English). Contributions included spatial and design disciplines (29 contributions), social sciences (14 contributions) and other disciplines (16 contributions). The literature review proceeded with a selection of 23 spatial planning contributions (20 from the Global North and three from the Global South). Theoretical trends include placemaking theorised as a physical construct, a social construct, an economic construct (absent in literature from the Global South), a tool for empowerment, a psychological dimension and an environmental management tool.

The most recent theoretical perspectives in literature suggest placemaking as an enabling tool in which people share knowledge and learn new skills to transform their own environment. This empowering process creates a linkage between planning theory and practice.

This paper contributes to the current theories of placemaking in spatial planning. It provides a simplified view of an exhaustive list of existing literature. This paper reports on the current trends and the development of placemaking theory.

Start‐up Driver's Mart applies the latest management ideas to a much maligned business.