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Austerity approaches in higher education require choosing the highest leverage strategies of increasing student satisfaction. Attending to student perceptions of program/service quality (SERVQUAL) is a means to identify areas that have the greatest return on investment. The paper aims to discuss these issues.

This study explores how a program has applied the SERVQUAL model and survey to identify areas for growth.

The survey of 57 students in a cohort-based doctoral program demonstrated the smallest gaps (highest satisfaction) with the domains of empathy (1.33) and responsiveness (1.30) and the lowest with reliability (2.03), tangibles (1.97) and assurance (1.90).

While not all of the five dimensions are within the purview of a program to address (some may require funding that is determined at a college or university level), many of the gaps can be addressed by adopting procedures and policies that increase transparency so that students can moderate their expectations and faculty and staff can provide reliable information. Additionally, the use of the SERVQUAL model provided this program with specific, actionable information that could be used to improve the program.

The study includes a review of studies that have applied the SERVQUAL model in higher education. The application of SERVQUAL to a cohort-based doctoral program to identify program improvements and steward program image fits into a gap in the extant literature.

Purpose: Death is a universal inevitability of life, though parents and adults often report difficulty or concerns about discussing the topic with children. This investigation reports on how parents of very young children (ages 3–6) have or would discuss death with their child, and what parents consider in navigating such discussions.

Methodology: In-depth interviews were conducted with parents (N = 24) of very young children (ages 3–6) to develop a grounded theory of parents actual and anticipated approaches to discussing death with children.

Findings: Parents generally described either seeking to protect children’s “innocence” by avoiding or limiting conversations of death, or, seeking to promote children’s socioemotional competence in confronting the complexities of death through more extensive discussions. We identified four factors we hypothesize may influence parents intended strategies for navigating these approaches: (1) parents’ past and current experiences related to death, (2) children’s exposure to deaths, (3) cultural and personal beliefs about death, and (4) parents’ knowledge and awareness of their child’s cognitive competences. While protection of children’s “innocence” and cultivation of children’s socioemotional competences are not opposing goals, these concepts appeared to be situated on a continuum.

Originality/Value: Given the prevalence of death in contemporary media, and an ongoing global pandemic, young children’s exposure to death will remain heightened for the foreseeable future. Family scholars and practitioners would be wise to prepare to assist families and children thoughtfully and compassionately. We further explore tools, resources, and strategies parents and professionals have found helpful in navigating these discussions.

AT intervals the rules and regulations of libraries should be scrutinized. They are not in themselves sacrosanct as is the constitution of the Realm, but many exist which no longer have serviceable qualities. Nevertheless, so long as a rule remains in force it should be operative and its application be general and impartial amongst readers; otherwise, favouritism and other ills will be charged against the library that makes variations. This being so, it is imperative that now and then revision should take place. There is to‐day a great dislike of discipline, which leads to attacks on all rules, but a few rules are necessary in order that books may be made to give the fullest service, be preserved as far as that is compatible with real use, and that equality of opportunity shall be given to all readers. What is wanted is not “no rules at all,” but good ones so constructed that they adapt themselves to the needs of readers. Anachronisms such as: the rule that in lending libraries forbids the exchange of a book on the day it is borrowed; the illegal charge for vouchers; insistence that readers shall return books for renewal; the rigid limiting of the number of readers' tickets; or a procrustean period of loan for books irrespective of their character—here are some which have gone in many places and should go in all. Our point, however, is that rules should be altered by the authority, not that the application of rules should be altered by staffs. The latter is sometimes done, and trouble usually ensues.

In the 1970s, the United States Congress enacted two statutes that have had dramatic and far‐reaching effects on the education of handicapped children by public schools. These two laws, Section 504 of the Rehabilitation Act of 1973 and the Education For All Handicapped Children Act of 1975 (known as Public Law 94–142), have required local public school agencies to provide new eductional programs for thousands of handicapped children not previously served by the public schools. Counselors, principals, and teachers were quickly informed of the law's requirements and willingly began the task of main‐streaming and assimilating these children into various curricula. Their physical needs were attended to rapidly; their societal and emotional needs, unfortunately, lagged behind. Within the past seven years, there has been an increase in books, articles, and films specifically addressed to counseling the handicapped. Unlike past literature which focused only on the vocational aspect of rehabilitation counseling, current writing emphasizes personal counseling meant to assist a disabled child to participate fully in the problems and joys of daily living.

Employability skills training programmes are an effective means for reducing unemployment rates. Such programmes also have the potential to improve the general well-being (e.g. self-efficacy) of disadvantaged individuals, however, reliable longitudinal evaluations of the psychological benefits of such programmes are limited. The present study evaluated the impact of an employability programme offered to disadvantaged adults in North-West England on self-efficacy. Additionally, the study aimed to identify risk factors for programme disengagement to identify at-risk groups that require further support.

Secondary longitudinal data pertaining to the background characteristics, programme engagement and self-efficacy scores (repeatedly measured on a monthly basis) of 308 programme users were analysed.

Results demonstrated that employability programme engagement significantly increased self-efficacy scores. Additionally, the findings suggested that individuals with mental health and learning difficulties were more likely to disengage from the programme. The findings demonstrate that employability programmes can have a positive impact on the well-being of individuals from disadvantaged backgrounds, however, prolonged engagement is needed for which some individuals require further support with.

The present study analysed longitudinal data from a diverse sample of disadvantaged individuals to reliably evaluate psychological outcomes from employability training programmes.

It will take some time before the value of the recent Production Exhibition held in London can be fully assessed, but there is little doubt that this new departure in exhibitions has left its mark.

In this chapter, we consider how the character of Rob Titchener has been developed in The Archers, moving him from hero of the hour to villain of the piece. We draw on a critical disability studies’ perspective to argue that ability and disability have been crucial in turning the character of Rob from the desirable and attractive man who first arrived in the village into a national hate figure, despised by all. We begin this analysis by introducing critical disability studies and studies of ableism as fields of academic inquiry. We then draw on these resources to offer an analysis of the ways in which ability and disability were used as a narrative device to develop Rob’s character. We question the ways in which ability and disability are used to denote ‘good’ and ‘evil’ in the development of characters in cultural texts like The Archers, and end with a plea to scriptwriters to engage differently with dis/ability and to consider the impact of the stories we tell on the everyday lives of disabled people.

Gaining access to the research field has received much academic attention; however, the literature focusing on the changing and/or multiple roles that researchers adopt during fieldwork has at times been oversimplified. The purpose of this paper is to outline the multiple stages of the fieldwork journey, a more reflexive approach to fieldwork and the research process can be attained.

Data were generated from a four-year ethnographic study of the match-day experiences of the fans of Everton Football Club. In total, over 100 hours were spent doing fieldwork observations with an additional 25 semi-structured interviews forming the data set.

This paper argues that researchers should be more critical of their position in the field of their research, and should seek to identify this more clearly in their scholarship. This in turn would enable for more discussions of how each stage of the fieldwork journey affected the scope and overall findings of the research.

This paper provides an alternative framework for ethnographic researchers to better recognise and acknowledge reflexivity throughout the research process. This is done by outlining the various stages of fieldwork engagement more clearly to better understand how researchers change and adapt to the research environment.