ALBERT

Notes: Using a series of diagrams, outlines a system of managing expatriates which includes: needs assessment, selection, pre-field orientation, entry, development and re-entry. To support the whole contains sections that describe issues for practising managers and a detailed checklist that organizes all the issues identified into a usable format.

Notes: The academic/practitioner divide in marketing is very evident in marketers' real world problems of accountability. Empirical research reported in this paper reveals senior non-marketers perceive marketers to be "unaccountable, untouchable, slippery and expensive" and this is further reflected in the domain literature. Exploration of the issues raises questions about whether marketing educators have failed to deliver the theory and frameworks that could address this problem. Since the 1960s, many tools have been developed and used by marketing educators, academic researchers and consultants that should have helped practitioners to become more accountable; yet something appears to have gone wrong. This paper synthesizes the most recent literature in these areas, contends that accountability is imperative to avoid the marginalization of marketers and proposes an agenda for further research to close the academic/practitioner divide.

Notes: Compares and contrasts the Australian and international literature which has examined the determinants of export performance with a view to developing a model which will assist in improving what is generally considered to be low levels of achievement by Australian exporters. Based on a subjective evaluation of the international literature classifies export performance determinants into four categories of determinants - tangible (e.g. product, technology, distribution), attitudinal, skill and knowledge. Combines these determinants into a simple explanatory model process for the Australian literature. Concludes, after comparison of the two literatures that such differences as exist are a matter of degree rather than kind. Lack of prior experience and a poor perception of the potential benefits appear to inhibit Australian involvement and are reflected in low confidence levels. Modifies the original model to address these issues, giving greater emphasis to a long-term perspective and the attitudinal and skill based factors. Suggests that greater familiarity with the extant body of knowledge dealing with export performance determinants is needed to achieve the necessary attitudinal change and commitment to exporting which underpins success in domestic markets.

Notes: This paper provides a comprehensive review of the literature regarding the effect of country of origin on consumer perceptions of products and services. Results reveal that consumer perceptions differ significantly on the basis of product/service and country of origin. The country of origin may be an important element in the perceptions consumers have of products and services especially where little other information is known. However, the question of how much influence the country of origin provides in product and service evaluations remains unanswered and a number of other major issues have yet to be resolved. Directions for future research are developed.

Notes: As conceptualizations of expectations in consumer evaluations continue to evolve, researchers have been exploring multiple levels of expectations in satisfaction and service quality evaluations. In 1993 Zeithaml, Berry and Parasuraman proposed that consumers use both desired and adequate expectations in service quality evaluations and a "zone of tolerance" separates these levels. This study extends the Zeithaml et alwork by investigating the zone of tolerance as it relates to consumer experience with the service provider, perceived competitive choice opportunities, and the essentialness of differing service dimensions. Results indicate that consumers readily distinguish between desired and adequate expectation levels; and understanding both expectation levels is important. Although perceptions of what a firm should offer remain relatively stable, perceptions of acceptable performance vary by service dimensions and as consumers acquire experience. In comparison with the traditional SERVQUAL framework, this multiple expectation conceptualization offers service marketers the opportunity to fine-tune resource allocations.

Notes: Purpose - To obtain preliminary data on the short- and medium-term effects and personal acceptability of appreciative inquiry (AI) in staff development in health care. Design/methodology/approach - AI is a non-problem-solving management approach focusing on developing current successes into the future through reflection at individual and group level. Individual one-hour interviews were undertaken with nursing staff on a national paediatric liver in-patient ward. They were asked to recount stories based on their experiences of successful delivery of health care, with active listening, followed by reflection on the process. A total of 32 staff members took part with only two refusals. Data were written and analysed by an open coding method. Follow up was obtained two years later using a written, open question method. Findings - The process was emotional but well received. Staff described quality in interpersonal interactions, preventing errors and engaging their personal values in their work. No improvement in recruitment or retention was shown but a high level of sickness absence fell significantly during the period of the project. Two years later, significant positive effects were recalled and attributed to the interviews by many respondents. AI appears a cost-effective way of connecting professionals' motivation toward quality in their work with strategic intentions. Research limitations/implications - The interviewer was a medical consultant and ward manager, implying either that the interviews could have worked as a form of managerial supervision or improvements could be a Hawthorne effect. Other unknown influences were likely to be occurring on the ward during the study period. Practical implications - Short AI interventions on an individual basis can change sickness absence, at least while the interventions are continuing. It is an important tool for staff motivation with the potential for connecting strategic with micro-operational levels. AI is an approach to NHS management with wide application including appraisal, personal development and mentoring. It can be a positive introduction to reflective practice. Originality/value - AI is gaining recognition for its value in staff and service development in health care. The paper shows service and personal effects, cost-effectiveness and illustrates how to use AI for these purposes.

Notes: Compares auditors' legal liability to third parties in several major countries, with principal emphasis on comparisons between the USA and the UK. Public accountants claim that they are being adversely affected by lawsuits brought by shareholders, creditors and other third parties. It has been asserted, without any specific evidence, that increased exposure to legal liability has caused public accounting firms to cease the practice of auditing or go out of business entirely. Details auditors' legal liability to third parties in the USA and Europe and, in particular, the UK. Concludes by reviewing certain positions taken by the Fédération des Experts Comptables Européens with respect to auditors' legal liability in the face of European economic and political union.

Notes: A major focus of modern day logistics is on achieving a higher level of responsiveness to marketplace demand, but with less inventory. Achieving the dual targets of lower cost and higher service has implications for every stage in the supply chain and in particular for distribution center operations. What is the extent to which organizations are adjusting their distribution center operations to match current supply chain concepts? Using a survey, roles that these facilities play are explored in order to determine the extent to which modern supply chain theory and distribution center operations are aligned.

Notes: Using a national random telephone survey of 542 shoppers, examines the relationship between service quality, customer satisfaction, and store loyalty within the retail department store context. Tests two complementary models that examine this interrelationship. Empirically examines the relative attitude construct put forth by Dick and Basu. The results indicate that service quality influences relative attitude and satisfaction with department stores. Satisfaction influences relative attitude, repurchase, and recommendation but has no direct effect on store loyalty. Fostering favorable relative attitude and getting customers to recommend the product or service holds key to fostering store loyalty. Results also indicate support for Oliver's four-stage cognitive-affective-conative-action model of loyalty.

Notes: IT projects frequently fail, and many of those which survive do not deliver all they promise. In this paper, the authors discuss factors affecting the success and failure of IT projects and raise a number of questions. They report on a successful IT project at Bass Taverns, and see how this case study sheds light on the questions raised.