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This paper discusses a collaboration between sociologists and optometrists that involved, first, an investigation of communication and interaction in eye examinations and, second, a transformation of the findings into assessable impact. The purpose of this paper is to demonstrate how from the start of this project close cooperation between academics and practitioners has paved the way for the generation of academic contributions and impact on the teaching and training of optometrists. The authors also briefly discuss how their cooperation has continued since the original research and impact projects to address further issues of relevance to both academics and practicing optometrists.

This research project was developed to maximise the impact of the research by creating a cooperative relationship between social scientists and optometrists. As the research produced its first findings, the team began to create teaching and training material to help optometrists improve their communication skills. The research project was followed by an college of optometrists ESRC (College of Optometrists co-funded) funded Knowledge Exchange project (KEP) that involved members of the research team, the College of Optometrists (CoO) and practicing optometrists. Together, the authors discussed the research finding and how they could be turned into practical impact, such as educational material, of use for optometrists and those teaching and training optometrists.

The focus of our research has been on the opening of eye examination and on the production of a small number of tests conducted to assess patients’ vision. Future research will include a broader variety of tests and particularly explore the closing of eye examinations as here optometrists who are primarily concerned with clinical questions begin to hand over patients to the commercial arm of the practice. Findings from the extension of the collaboration of social scientists and academics will lead to the advancement of teaching and training material published in professional magazines and offered online to the members of the CoO.

The assessable impact developed from the research findings includes articles and assessments published in professional magazines, workshops delivered at optometry conferences, courses on communication in eye examinations taught at university and an online course for members of the CoO. These activities allow practicing optometrists to collect professional development points (CPD) required to continue practicing as optometrists. Based on the KEP, the authors continued to produce CPD material and together with the CoO developed a credit-bearing online course for the College’s members that within the first year had an enrolment of almost 600 optometrists nine months after its publication.

The research and impact case have been used to develop teaching and training material that practicing optometrists use to improve their communication and interaction with patients. Thus, the cooperation between social scientists and optometrists has been effective in contributing to the improvement of a critical health service. Moreover, the project has demonstrated how the close cooperation between social scientists and practitioners in the development and undertaking of a research project can be a powerful way to ensure the practical and social impact of research.

The originality of this paper is grounded in the close cooperation between social scientists and practicing optometrists already at inception of the research project. This cooperation underpins the generation of contributions to academic discourse in the social sciences, such as discussions on interaction in health services, and of practical and social implications. The authors have experienced the cooperation between social scientists and (practicing) optometrists not only as beneficial to the development of assessable impact but also as a project utterly enjoyable and rewarding to all members of the team.

Service research holds that as services become more technology dominated, new service provider roles emerge. On a conceptual level, the potential impact of different roles has been discussed with regard to service provider readiness, job performance and overall experience. However, as yet, there is sparse empirical support for these conceptual interpretations. The purpose of this paper is to provide an understanding of the new service provider roles that emerge due to the increase of technology mediation in services.

This study follows a qualitative methodology. Insights are drawn from in-depth interviews with 32 junior and senior health-care service providers (across 12 specialties) and 5 information governance/management staff.

This analysis illustrates that new service provider roles include those of the enabler, differentiator, innovator, coordinator and sense-giver. By adopting these roles, health-care service providers reveal that they can encourage, support and advance technology mediation in services across different groups/audiences within their organizations (e.g. service delivery level, peer-to-peer level, organizational level). This paper further shows the relationships between these new service provider roles.

This study contributes to theory in technology-mediated services by illustrating empirically the range of activities that constitute each role. It also complements prior work by identifying that service providers adopt the additional role of sense-giver. Finally, this paper provides an understanding of how by taking on these roles service providers can encourage, support and advance technology mediation in services across different groups/audiences in their organization.

This issue marks a clear transition issue for this journal: This transition will, we hope, provide new directions which aid the development of the journal into a more recognized and used journal. These changes include a name change; a new group of editors; the re‐establishment of the journal's time‐line for publication; changes in the editorial board; and some information on new directions in the journal. We would like to describe some of these developments and provide you with information on the new directions for the journal in this year and upcoming years.

Theory and method are inherently intertwined in the creation and maintenance of most areas of scientific inquiry. The organizational sciences, in general, and the occupational stress area, in particular, are no exceptions. In this paper, we argue that an implicit supposition of linear independent–dependent variable forms has driven both theory and method, and as such, presents a characterization of organizational science and stress scholarship that is incomplete at best. We also review stress literature that has acknowledged the potential for nonlinear stressor–strain associations and offer empirical examples of both restricted and non-restricted nonlinearity. We conclude by offering prescriptions for scholars conducting research that extends beyond the examination of linear forms exclusively.

When is a “police‐person” too tall for the job? In the United States, when he or she is over 5′ 8″, as an investigation in Washington D.C. showed:

Offers a fresh outlook for managing the delicate interaction between the customer and the contact employee in the service environment. Emphasizes that the quality of the customer‐employee interfacehas a great effect on customers′ perceptions of the quality and value of the service, as well as on their satisfaction. Suggests a model of how companies can improve this interface by treating employees ascustomers and customers as employees, thus developing lower cost and higher quality services and also higher levels of satisfaction on the part of both customers and employees. Recommends various steps for management to take.

Roll call “Britain is still paying only lip service to ways and means of cutting the country's massive imports bill. While countries like Germany — in relatively good economic shape — are actually putting import‐saving schemes into effect, our politicians and businessmen sit around tables and talk.”

Yet another survey to reinforce the belief that talented British managers are looking abroad for a better deal.

With the likelihood of a general election only a few months away, management consultants Binder Hamyln Fry have produced an executive guide analysing the policies of both the Government and the Conservative Party towards greater employee involvement in making and carrying out company policy.

Conference, what conference? IF you ever wanted to be a fly on the wall when a top Government official meets trades union professionals, stand by. For Industrial Management was offered just such a chance to eavesdrop when Sir Frederick Catherwood, chairman of the British Overseas Trade Board, met union officials from South London to discuss the contribution that exports could make to providing more jobs.