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Presents some techniques developed by Telecom New Zealand where first the component factors that most influence the overall satisfaction rating of Telecom’s service are found. Second, these components are quantified and the improvement required for each component to meet overall excellence targets is determined. Gives a successful example of International Directory Assistance which shows that these techniques have significantly raised customer overall satisfaction in just five months.

The facilitation of digital spaces, in lieu of urban material spaces, for social interaction through computer gaming and other play activities has become particularly important to children in the wake of the 2020–2021 Coronavirus pandemic, to combat the negative effects of physical lockdown restrictions. Pre-pandemic, autistic children living in urban areas may already experience exclusion from physical society and may consequently already be isolated from current imposed normative societal groupings due to their neuro-difference, sensory sensitivities to the surrounding environment, communication comprehension, and social understanding. However, an exploration into personally and independently chosen play activities by autistic youth has identified how such isolation can be overcome and positive social experiences created. A particular play practice, cosplay, and related companionable fandom activities are providing and creating digital spaces for autistic youth to be social. Character play is also enabling the use of limited physical spaces within urban contexts and as such combatting anxiety from sensory overstimulation. Thematic analysis of online content together with semi-structured interviews with autistic young people have indicated a positive connection between cosplay practice, increased social activity, and reduced levels of sensory overload, anxiety, and depression, with early findings suggesting transferrable elements that could inform more effective support for others with social, environmental, and communication challenges or restrictions.

October WED.25. Scottish Branch meeting. University of Strathclyde, Glasgow, 7 p.m. ‘The provision of a library/information service for/by newspapers,’ by Miss A. S. Brown.

These substances, resulting from the constant building‐up and breaking‐down of living tissues, have most friendly relations with their host, although antagonists—antimetabolites—appear now and then and disrupt their functions. In some of the inborn errors of metabolism, the antagonism is permanent and unless replacement therapy occurs at a very early stage, it interferes with physical and/or mental development. That metabolites from other sources introduced into a host could be extremely toxic was amply illustrated when a metabolite of certain strains of Aspergillus flavus, a fungus commonly found in peanuts and other vegetable seeds, caused severe losses to turkey breeders a few years ago. In 1960, it was discovered that the toxic principle was aflatoxin, which had a number of components and that all farm and laboratory animals, with the exception of sheep, were sensitive to it. Now, it has been confirmed that pure aflatoxin added to a normal laboratory diet is carcinogenic. (J. H. Butler and J. M. Barnes, 1963, Brit. J. Cancer, 17, 699.) Cows fed on highly toxic meal secreted a milk factor which proved to be toxic to ducklings. (H. de Iongh, R. O. Vles, and J. G. van Pelt, 1964, Nature, 202, 466.)

This paper aims to synthesize the key findings of prior research on the topic of human-wildlife interactions (HWI) in natural places for tourism.

The methodology of systematic review was used to search for, appraise and analyze the relevant research evidence. A total of 47 English-language academic journal articles, published between 2003 and 2018, with free online access to full texts in the database of Hospitality and Tourism Complete have been reviewed. Thematic analysis was adopted to synthesize the textual data.

The reviewed articles cover a wide geographical spread, diverse wildlife species and interaction types, and various research focuses including ecological impacts, human dimensions and management issues of wildlife tourism. The interactions between wildlife and human systems in the context of tourism constitute a complicated social-ecological system, in which both the humans and animals can be affected positively and negatively. Management and scientific research provide the nexus between the ecological and human dimensions of wildlife tourism. While opportunities for sustainable development abound, challenges are not to be neglected.

Due to the complexity of wildlife encounters for tourist purposes, the extant literature indicates a diverse and fragmented view from which integrated implications are difficult to obtain. This paper presents the first overarching review in English of the literature on human-wildlife interactions for tourism and provides a big picture understanding of what has been and what is needed to be done in terms of both wildlife tourism research and practices.

To strengthen the middle manager role in a hospital quality improvement (QI) program, with a view to increasing and sustaining organisational QI implementation.

Case study based action research project, combining pre‐ and post‐action quantitative and qualitative data collection, relating to a QI program intervention in an Australian metropolitan specialist teaching hospital. A model for enhancing the middle manager role in QI was developed and then implemented as the action over a 12‐month period.

Middle manager understanding and ownership of the QI program and organisational QI implementation significantly increased, although their perceived enjoyment of being involved in QI decreased.

This case‐study based action research project was limited to one organisation of a specific type – a large specialist metropolitan teaching hospital. The composition of the middle manager group, therefore, is necessarily limited to particular specialties. It is acknowledged that findings from case study and action research methodologies are limited in their generalisability, but assist in the development of knowledge and principles that can be adapted to different settings.

This QI implementation model can increase levels of organisational QI implementation by effecting a positive change in middle manager attitude to and involvement in QI.

There are many theories regarding the importance of the middle manager role in QI, but little empirical research into exactly what this role may be and how it may be strengthened. This research adds to the knowledge base, and provides clear steps for achieving increased staff involvement and QI implementation.

The purpose of this study was to describe programs that aim at programs to divert people with a mental condition from the criminal justice system to mental health services are being initiated, but reporting is limited and fragmented. This study described programs that aim at diverting persons with mental health conditions out of criminal justice systems to community mental health services, with the intention to inform research and practice.

A scoping review was used to map and synthesise diversion programs. Ten online data bases were searched. Preferred Reporting Items for Systematic Reviews and Meta-Analyses extension for Scoping Reviews was used to direct the selection of sources. Research and evaluation publications and grey literature published from 2010 to 2021 in English language were included.

Eight distinct diversion programs were identified across 24 countries or territories covering five phases of the criminal justice process. Diversion programs included crisis intervention teams, the electronic linkage system, mobile crisis units, the criminal justice liaison program, problem-solving courts, the abstinence-based program, the community equivalence program and the forensic assertive community treatment program. Although distinct programs have the potential to form a system of diversion across the continuum of the criminal justice process, only two territories moved in that direction. Diversion programs reported overwhelmingly originated from high-income countries.

Stigma that labels people with mental health conditions as violent and dangerous need to be addressed. It is important to place diversion systems on national policy agendas and advocate for evidence-based interventions.

The study provides a blueprint on diversion systems to set a research agenda and develop a road map, tailored towards local contexts.

The purpose of this paper is to: (1) better understand the structure (hierarchy) of customer goals providing conceptual clarity; and (2) propose a hierarchy of customer goals conceptual framework that explicates how healthcare customer goals are linked to drivers and outcomes, thus building theory and informing practice.

The research draws on 21 in-depth interviews of patients with a chronic disease. Drawing principally on construal-level theory and using manual thematic analysis and Leximancer, this article provides new insights into customer goals.

In a first, the authors identify a two-dimensional structure for each of the three main goal types, which previously had been viewed as unidimensional. The authors develop a conceptual framework linking drivers of goal setting (promotion/prevention focus world view and perceived role) with goal type (life goals, focal goals and action plan goals and their respective subgoals) and outcomes (four forms of subjective well-being). Visual concept maps illustrate the relative importance of certain health-related goals over others.

The usefulness of the authors’ conceptual framework is demonstrated through the application of their framework to goal setting among healthcare customers, showing links between the structure of goals (life goals, focal goals and action plan goals) to drivers (promotion/prevention focus world view and perceived role) and outcomes (subjective well-being) and the framework's potential application to other service settings.

This study contributes to healthcare marketing and service management literature by providing new insights into goal setting and proposing a novel hierarchy of customer goals conceptual framework linking drivers, goal types and outcomes.