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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 we engaged in this research, we returned to the earliest uses of the term curriculum making that we could find. We were not surprised to learn that curriculum making is most commonly used to refer to making the planned or mandated curriculum (Jackson, 1968) and not in reference to the curriculum making in which teachers and children engage in classroom and schools (Clandinin & Connelly, 1992). However, in our search, we read Cremin (1971), who drew our attention to William Torrey Harris, a school superintendent in the St. Louis school system in the United States during the 1870s. As Cremin wrote,What is of special interest is rather the analytical paradigm. There is the learner, self-active and self-willed by virtue of his humanity and thus self-propelled into the educative process; there is the course of study, organized by responsible adults with appropriate concern for priority, sequence, and scope; there are materials of instruction which particularize the course of study; there is the teacher who encourages and mediates the process of instruction; there are the examinations which appraise it; and there is the organizational structure within which it proceeds and within which large numbers of individuals are enabled simultaneously to enjoy its benefits. All the pieces were present for the game of curriculum-making that would be played over the next half-century; only the particular combinations and the players would change. (p. 210)

Several online host services in both the USA and Europe offer companies the opportunity of being able to load and access private files of information. The benefits associated with private file services are outlined, and some of the factors which need to be considered when contemplating the use of such a service are discussed, including file design, charges and security. The use of videotex for private files is also discussed.

Post Office considers rebate scheme for code users. CASH INCENTIVES MAY be offered to large business users of Britain's mail services to persuade them to use the postal code system—and perhaps undertake some pre‐sorting of their letters before they go into the post box.

Post office chiefs, facing the possible collapse of the complicated and controversial postal code, are considering a range of ‘penalties’ to try to force firms and customers to catch on to the system. The success of the £80 million project is entirely dependent on public support. And before mechanized sorting becomes efficient and economic to run, at least 70% of all letters must be correctly coded.

The introduction of the UK's Criminal Justice Act (CJA) 2003 extended police stop and search powers. It allowed officers to stop and search for articles concerning the commission of the offence of criminal damage. The purpose of this study is to examine whether the act produced a change in the extent and nature of stop/searches.

Data from police‐recorded stops in a southern town are compared for periods before and after the act came into force on January 20, 2004. The same time periods in the previous year are used as comparison groups.

The four key findings are that there was: a large increase in observed compared to expected stop/searches, an increase in the likelihood of individuals of an Asian or Asian British Pakistani origin and Black and Black British of African origin being stopped and searched relative to others. A decrease in the proportion of stop/searches resulting in arrest; and the distribution of arrests being patterned by the ethnicity of a suspect stopped and searched.

The same time periods in the previous year are used as comparison groups since traditional geographically based comparison groups are not feasible to assess policy implemented nationally. The research is a small‐scale study focusing on a 70 day‐time frame to analyze the impact of the CJA 2003, therefore the results generated can be skewed and warrants further research with a longer follow up period.

The effects of extending police stop and search powers under the CJA 2003 are discussed. The findings are examined with regard to their implications for further research and policy.

This study explores the concept of “workplace survivor syndrome” (WSS) using bibliometric analysis and literature review, thereby identifying the avenues for future research in business management.

The study adopted a methodological combination of bibliometric analysis and literature review. The methodological order is as follows: using the Scopus database and identifying 118 articles from ABDC listed journals, performance analysis by VOS viewer (citation analysis), science mapping analysis by Biblioshiny (visualisation and graphical presentation), and finally, the content analysis of the best 40 articles with a minimum of 50 citations and without any year restriction.

The bibliometric analysis reveals the most influential authors, articles, journals, countries, publication trends, impactful articles, and impactful authors of workplace survivor syndrome research, along with popular keywords used in this area. The content analysis identified three themes: emotional, cognitive, and behavioural syndrome. The content analysis reported the central mechanism adopted in 40 articles, including theories, methodologies, variables, sample size, etc. Additionally, the study explored the positive reviews on WSS.

The study considered only the articles from the ABDC journal quality list for the review.

The article is persuasively the first research to provide the intellectual structure and comprehensive bibliometric analysis of workplace survivor syndrome.

Drawing from life course theory, the purpose of this paper is to investigate the mediating role of family influence on career development (FICD) on the relationship of helicopter-parenting (over-parenting behavior) and US millennials’ work attitudes.

In Study 1 (n=268), confirmatory factor analysis was tested on all scales to derive fit models. Mediation analyses using PROCESS (Preacher and Hayes, 2004) were conducted on Study 1 and Study 2 (n=196) on survey collected data sets.

Capturing life course theorists’ proposition that parental involvement now extends itself through childhood and into millennials’ adulthood, results from both studies indicate helicopter-parenting is related to FICD. Further, for both studies, information support (FICD factor) positively mediates the relationship between helicopter-parenting and, affective commitment and job satisfaction, and negatively mediates the relationship between helicopter-parenting and turnover intentions. Additionally, direct effects on helicopter-parenting on work outcomes were found in both studies.

CEOs and managers seem perplexed on how to manage millennial workers. Understanding the co-occurring positive and negative effects of the millennial-parent relationship on work attitudes can help alleviate this conundrum to create better supervision, retention and engagement of millennial workers.

This study contributes to the sparse empirical literature on millennial’s work attitudes and is the first to provide empirical evidence of the role parents play in shaping millennial’s work attitudes. The findings highlight the concerns CEOs have in managing their millennial workers via their parental relationship and provide insightful management strategies.