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If the UK retail financial services sector is to seize the opportunities which will emerge in the future, it will be necessary to restore consumer confidence in the market. This paper argues that this will only be achieved through a radical transformation in the nature of regulatory compliance. The roots of the current consumer crisis of confidence are exposed by retracing the recent history of the sector; particular consideration is given to how the sector has responded to the changing political, economic and regulatory conditions of the post‐War era. It is possible to characterise the sector prior to the 1980s as somewhat anti‐competitive and lacking in innovation. Changes during the 1980s led to highly favourable business conditions, without stringent regulation, making it easy and profitable for the sector to continue to be short term in outlook without considering the longer‐term consequences for consumer confidence. Not surprisingly, the drive for short‐term profits led to the exploitation of many consumers and the subsequent scandals have reduced general confidence in the sector and also resulted in a regulatory backlash. Demographic changes and an emerging political consensus on a reduction in state welfare provision mean that the future business environmnent is potentially very promising. However, if the sector and its constituent organisations do not evolve to regain the trust of consumers and satisfy the demands of their regulators they will face severe competition from outside competitors and an even more hostile regulatory environment. Many of the organisations in the sector will need a complete overhaul in their attitudes to compliance if they are to succeed. Current approaches to developing internal compliance cultures may not be enough but emerging technology may soon provide a revolutionary new approach.

The staggered emergence of the new regulatory regime affecting the distribution of retail financial products in the UK is leading to industry players taking strategic decisions under increased uncertainty. While the debate over the final form of the regulation continues, this paper identifies five emergent themes to the proposed regulatory changes and discusses their potential impact on product distribution. The paper concludes that the proposals constitute the catalyst for a wholesale restructuring of the processes and interactions between the manufacturing and distribution tiers of the UK financial services industry, wherein e‐business developments may take on increasing significance. Whether this restructuring would deliver the consumer benefits desired by the regulator remains an open question.

This research paper explores the perspectives of Australian school principals in the state of New South Wales (NSW) regarding what they believe constitutes “merit” when selecting deputy principals, assistant principals (primary) and head teachers (secondary).

An online survey was utilised to collect qualitative and quantitative data from school principals across the state of NSW to investigate their understanding of, and approach to, the merit selection of their respective school leadership cadres.

Study findings indicated a statewide variance in the perceptions of principals when identifying merit for the purposes of recruiting school leadership teams. These findings question the widely held view that candidates compete for school leadership positions on a level playing field.

In practical terms, the findings indicate that NSW school principals would benefit from more intensive professional learning opportunities designed to enhance their ability to objectively identify and assess merit when selecting school leaders.

This study contributes to an enhanced understanding in an area where there is a paucity of research-based evidence focusing upon the perspectives of school principals regarding their understanding of meritocratic theory and its influence on their school leadership selection practice.

This chapter looks at the history of work from a social, economic and political perspective. It analyzes the beginning of work and of industrial relations, on a global scale. It goes on to speculate on in what way work will evolve in the immediate future, given technological change and ecological pressures.

Purpose – David Gordon (1996) contended that the size of the managerial/administrative class has expanded in recent decades and that this has contributed to growing earnings inequality. This argument, however, has received insufficient attention despite its potential to explain some of the growth of earnings inequality in recent decades. We assess whether managerial intensity contributes to earnings inequality in affluent democracies, and thus evaluate his argument and extend it with a comparative perspective.

Methodology/approach – Our analyses are based on panel analyses of 17 affluent democracies from 1973 to 2004. Utilizing random- and fixed-effects models, we include three different measures of earnings inequality and an original measure of managerial intensity.

Findings: We show that managerial intensity is positively associated with all three measures of earnings inequality in random-effects models. As well, managerial intensity is positively associated with earnings inequality in the fixed-effects models for the 90/50 ratio of earnings inequality, but is not significant for the other two measures.

Originality/value – This study provides one of the few tests of Gordon's argument. We demonstrate that growing managerial intensity has contributed to rising earnings inequality in affluent democracies. In contrast to previous research, we argue that much of the rise of earnings inequality is due to political/institutional factors rather than labor market and demographic change. One of the reasons for Europe's relatively lower level of and slower increase in earnings inequality is its lower managerial intensity.

The social organization of work has become more entrepreneurial and less bureaucratic over the past 20 years. How is this development consistent with managerial control over the labor process? This paper develops a professional autonomy perspective to explain the acceptance of new management ideas in the United States, including the recent turn away from bureaucratic organizational forms. The focus on professional autonomy helps to create a theoretical link between past and current managerial practices, including the latest anti-bureaucratic phase that we label neoentrepreneurialism. We conclude by exploring future research implications of studying managerial practice from a professional autonomy perspective.

Since the first Volume of this Bibliography there has been an explosion of literature in all the main areas of business. The researcher and librarian have to be able to uncover specific articles devoted to certain topics. This Bibliography is designed to help. Volume III, in addition to the annotated list of articles as the two previous volumes, contains further features to help the reader. Each entry within has been indexed according to the Fifth Edition of the SCIMP/SCAMP Thesaurus and thus provides a full subject index to facilitate rapid information retrieval. Each article has its own unique number and this is used in both the subject and author index. The first Volume of the Bibliography covered seven journals published by MCB University Press. This Volume now indexes 25 journals, indicating the greater depth, coverage and expansion of the subject areas concerned.

Two complementary objectives are addressed in this paper. First, several studies are introduced based on the assumption that organizational change is now excessive. The purpose of this paper is to propose an operational definition to change excessiveness, and the authors assess whether it is a generalized phenomenon at a societal level. Second, these studies are habitually mobilizing coping theories to address their purpose. However, an integrated model of coping, including appraisals and coping reactions towards change is still to be tested. Thus, the assessment is anchored in an application of the Stimulus-Response Theory of Coping (SRTC).

A quantitative study is conducted by administering questionnaires to a nationwide representative sample (n=1,002). Anderson and Gerbing (1991) two-step approach is used to validate the study and tests its hypothesized model. Change excessiveness is measured in order to observe if it is a generalized phenomenon in the working population. Its effects on coping are modelled through the fully mediated SRTC. Therefore, the hypothetical model predicted that the relationships between the perception of excessive change contexts and negative coping reactions is fully mediated by negative appraisals towards change contexts.

Perceptions of excessive change is a normally distributed and a statistically centralized phenomenon. As hypothesized, an structural equation modelling test of the SRTC shows a full mediation effect of negative appraisal between change intensity and negative coping to change.

This paper empirically tests a nationwide sample where organizational change may be too excessive for individuals’ positive coping. It is the first to generalize the observation of change excessiveness as perceived by employees to a nationwide level. Moreover, it addresses the gap between change excessiveness and coping theories in modelling the SRTC through its three components: event, appraisals, and coping reactions. Finally, it presents managerial discussions towards the strategic necessity for organizational change and its potential “too-much-of-a-good-thing” effects.

This study aims to explore the key factors of the electronic service quality (e‐SQ) perceptions of UK banking customers and to evaluate the customers’ perceptions of their banks’ actual performance on the identified e‐SQ dimensions.

A survey has been used to collect primary data and 135 usable questionnaires were used in the analysis. Questionnaire items were developed through a two‐stage process involving a review of the main measurement scales employed in previous studies and two focus group interviews to identify a series of attributes for assessing electronic banking service quality. Factor analysis procedure was employed to identify the underlying structure among the explored e‐SQ attributes.

Exploratory factor analysis uncovered six composite dimensions of electronic service quality, including the provision of convenient/accurate electronic banking operations; the accessibility and reliability of service provision; good queue management; service personalisation; the provision of friendly and responsive customer service; and the provision of targeted customer service. Further analysis using importance‐performance analysis revealed that the UK customers’ perceptions of their bank actual performance on these revealed that e‐SQ dimensions were largely modest.

Generally relate to the one industry focus, the exploratory factor analysis employed, and the rather generalized view of electronic banking adopted. Future research should aim to improve on these by replicating the study in multi‐industry settings, assessing the stability of the revealed factor structure, and examining whether particular e‐SQ factors vary in importance across different technology types.

This study has drawn on a sample of 135 UK retail banking customers in exploring the key dimensions of the relatively new electronic service quality (e‐SQ) construct, and evaluating how the survey respondents perceive their respective banks' performance on those critically regarded e‐SQ dimensions.