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Focuses on the perceived value of a service by a customer, the perceived quality and value of a service, and the role of expectations, shortfalls, and bonuses in the valuation process. Considers on the implications of key relationships in the marketing and delivery of services. Characterizes customer perception of the perceived value of a service and quality of service in multivariate space. This model yields a value vector that summarizes the perceived value of a service and service quality to a customer. The perceived value vector summarizes the aggregate effects of variables of influence on perceived value. Relates service delivery to customer expectations. In this context, illuminates important issues related to exante versus ex post expectations. Introduces the concept of expectations‐delivery variance (EDV). Examines the concept of delivery shortfalls as well as delivery excess, with excess leading to bonus fulfillment. Shortfalls and bonuses have residual effects. Asserts that shortfalls and bonus effects have asymmetric affects in terms of residual influence on future perceptions of customer expectations of service value.

Reviews the previous research on the management of portfolio investment and compares the performance of a typical small investor’s portfolio of nine popular stocks (optimized portfolio) with a value‐weighted portfolio (VW), using 1992‐1997 US data. Explains how the portfolios were derived on a rolling basis from the previous 30 months’ data, using four risk levels for the optimized portfolios (OPs). Shows that as risk aversion increases for OPs, minimum returns tend to decrease but average returns increase; but that VW provides superior returns with less volatility. Considers the underlying reasons for the results, concludes that diversification is important even when small numbers of stocks are involved; and suggests some avenues for further research.

In this second paper in the series, the authors focus on special factors related to the perceived value of service and service quality. The article examines issues in the application of the concepts introduced in the first paper. A bank services scenario illustrates the concepts and guidelines for application useful to the marketing professional seeking to enhance quality of service. The conceptual relationships and fresh ideas touch on an array of topics including factors such as: critical factors, utility and psychic influences and perceived value; needs‐match uncertainty and needs‐match variance; perceptions‐reality divergence and perceptions‐reality variance; and service quality variance, service risk and quality risk. The paper provides a scenario to illustrate the application of a number of the concepts. It is rich with ideas and relationships which provide stimuli and seeds for future research. An appendix provides an excellent review of concepts and terms.

At a recent inquest upon the body of a woman who was alleged to have died as the result of taking certain drugs for an improper purpose, one of the witnesses described himself as “an analyst and manufacturing chemist,” but when asked by the coroner what qualifications he had, he replied : “I have no qualifications whatever. What I know I learned from my father, who was a well‐known ‘F.C.S.’” Comment on the “F.C.S.” is needless.

A MAN'S LAST WORDS carry presumption of credibility not associated with utterances made earlier in life. William Shakespeare acknowledged this credibility in at least three of his plays. When the physician, Cornelius, told Cymbeline that the Queen had confessed that she loved him not, Cymbeline declared, ‘She alone knew this;/And, but she spoke it dying, I would not/Believe her lips in opening it.’

Shame is a common, yet seldom acknowledged emotion. Shame signals a threatened social bond in which the claim of as what one wants to be seen (i.e., the claim for a certain relational identity and relative status positioning) is neglected by the other party. Using a case study approach, this chapter provides insights into how shame shapes the relationship and leadership structure in organizations. The case used is based on a documentary TV show; hence this chapter also provides insight in the use of visual/TV material to gain insight in relational leadership dynamics.

The purpose of this study is to investigate the physical, ultraviolet (UV), colour appearance and colour fastness properties of selected fabrics dyed with natural dyes from Daboya and Ntonso communities of Ghana. The study further highlights the rich cultural heritage of traditional dyeing from these two communities. Craftsmen in West Africa especially Ghana, have sustained the traditional dyeing methods to produce textile products for consumers.

In this study, two sample fabrics were purchased from craftsmen at Ntonso and Daboya communities in Ghana. These fabrics were analysed at the laboratory under standard test methods for their physical, UV, colour appearance and colour fastness properties.

Results showed that all the sample fabrics have good UV shielding performance (ratings above 50+). Daboya sample fabrics (dyed with indigo dyes) produced more colour stains than the sample fabrics from Ntonso (dyed with black “kuntunkuni” dyes). The K/S_sum value or colour yield reduced after washing but that alternatively increased the calculated ultraviolet protection factor.

Findings from this study exposed the unique UV performance of dyed traditional fabrics (using natural dyes) from Ntonso and Daboya communities in Ghana. This inspires and enforces the need for craftsmen to improve their production cycle to produce these fabrics in different sizes which provides the necessary UV shielding abilities for consumers in the wake of climate changes.

This study demonstrated that the natural dyeing process at the two communities produced relatively good UV and colour fastness properties of the sample fabrics. These eco-friendly dyeing practices have survived over time to maintain and promote the concept of sustainability within the textile and fashion industry in Ghana.

A pæan of joy and triumph which speaks for itself, and which is a very true indication of how the question of poisonous adulteration is viewed by certain sections of “the trade,” and by certain of the smaller and irresponsible trade organs, has appeared in print. It would seem that the thanks of “the trade” are due to the defendants in the case heard at the Liverpool Police Court for having obtained an official acknowledgment that the use of salicylic acid and of other preservatives, even in large amounts, in wines and suchlike articles, is not only allowable, but is really necessary for the proper keeping of the product. It must have been a charming change in the general proceedings at the Liverpool Court to listen to a “preservatives” case conducted before a magistrate who evidently realises that manufacturers, in these days, in order to make a “decent” profit, have to use the cheapest materials they can buy, and cannot afford to pick and choose; and that they have therefore “been compelled” to put preservatives into their articles so as to prevent their going bad. He was evidently not to be misled by the usual statement that such substances should not be used because they are injurious to health— as though that could be thought to have anything to do with the much more important fact that the public “really want” to have an article supplied to them which is cheap, and yet keeps well. Besides, many doctors and professors were brought forward to prove that they had never known a case of fatal poisoning due to the use of salicylic acid as a preservative. Unfortunately, it is only the big firms that can manage to bring forward such admirable and learned witnesses, and the smaller firms have to suffer persecution by faddists and others who attempt to obtain the public notice by pretending to be solicitous about the public health. Altogether the prosecution did not have a pleasant time, for the magistrate showed his appreciation of the evidence of one of the witnesses by humorously rallying him about his experiments with kittens, as though any‐one could presume to judge from experiments on brute beasts what would be the effect on human beings—the “lords of creation.” Everyone reading the evidence will be struck by the fact that the defendant stated that he had once tried to brew without preservatives, but with the only result that the entire lot “went bad.” All manufacturers of his own type will sympathise with him, since, of course, there is no practicable way of getting over this trouble except by the use of preservatives; although the above‐mentioned faddists are so unkind as to state that if everything is clean the article will keep. But this must surely be sheer theory, for it cannot be supposed that there can be any manufacturer of this class of article who would be foolish enough to think he could run his business at a profit, and yet go to all the expense of having the returned empties washed out before refilling, and of paying the heavy price asked for the best crude materials, when he has to compete with rival firms, who can use practically anything, and yet turn out an article equal in every way from a selling point of view, and one that will keep sufficiently, by the simple (and cheap) expedient of throwing theory on one side, and by pinning their faith to a preservative which has now received the approval of a magistrate. Manufacturers who use preservatives, whether they are makers of wines or are dairymen, and all similar tradesmen, should join together to protect their interests, for, as they must all admit, “the welfare of the trade” is the chief thing they have to consider, and any other interest must come second, if it is to come in at all. Now is the time for action, for the Commission appointed to inquire into the use of preservatives in foods has not yet given its decision, and there is still time for a properly‐conducted campaign, backed up by those “influential members of the trade” of whom we hear so much, and aided by such far‐reaching and brilliant magisterial decisions, to force these opinions prominently forward, in spite of the prejudice of the public; and to insure to the trades interested the unfettered use of preservatives,—which save “the trade” hundreds of thousands of pounds every year, by enabling the manufacturers to dispense with heavily‐priced apparatus, with extra workmen and with the use of expensive materials,—and which are urgently asked for by the public,—since we all prefer to have our foods drugged than to have them pure.

Dr. COLLINRIDGE, the Medical Officer of Health to the City of London, had occasion recently to call attention to the diseased condition of certain imported meats, and it is most disquieting to learn that some of these were apparently sent out from the country of origin under official certificates.