Highlights the increasing emphasis on customers and service quality in the new public sector. Emphasises the bias towards hard, easily quantifiable data and a focus on external customers in the measurement of service quality. Explores relationships through which grants for social housing are bid...

Pursues the concept of fit, defined as congruence between the capabilities of an operation and the characteristics sought by the market it was set up to serve. Traces the design, development and testing of the Service Template for illustrating fit in service organizations. The technique compares...

Traditional survey-based measures of service quality are argued to be problematic when reflecting individual services and turning measurement into action. This paper reviews developments to an alternative measurement approach, the Service Template Process, and offers an extension to it. The...

Purpose The purpose of this study is to explore trust initiation and development in collaborations between universities and small- and medium-sized enterprises (SMEs) and the implications for enabling engaged scholarship (ES). Design/methodology/approach Adopting a qualitative inductive...

Purpose – To explore the implications for all employees' psychological contracts of a forced change from permanent to temporary employment status for some employees within an organisation. Design/methodology/approach – A random sample of 30 employees, stratified by employment status was...

Purpose – The purpose of this paper is to investigate the effect of the “transfer” process on relationships between employees' perceived organisational support and affective and continuance commitment within the context of the move to a new employment relationship as part of a public...

Purpose – This paper's aim is to critically review the use of Delphi techniques in qualitative research for utilising “expert” opinions and to explore through a detailed example how Policy Delphi can be used by hospitality researchers as an alternative to the more widely used Normative...