Working for Patients (1989), implemented in 1991, introduced into the National Health Service (NHS) the purchaser‐provider split, which created an “internal market” for health care. The key feature of this internal market was the concept of buying and selling of health services, with...

Employee commitment has been extensively researched by academics. Theories about commitment towards the organisation have enjoyed much interest. The concept is a central part of HR models. Research to date, however, has not examined the extent to which such “academic” perspectives are...

Observes that the use of personal characteristics in job advertisements is discouraged within the prescriptive literature. Examines the extent to which advertisers for personnel specialists apply them in practice, and the range of characteristics put to use. Findings show that 80 per cent of...

Reports on the results from a survey of the attitudes of managers employed in the service sector towards upward appraisal. Describes what constitutes upward appraisal. Discusses recent developments in the UK and in particular its application in the service sector. Examines the factor most...

Examines executives′ perceptions of the demand curve in the context of a multiproduct firm. Cluster analysis is used to develop an empirically‐based demand curve typology and relate it to various descriptors of the market environment. Examines the theoretical and managerial implications of...

Since convenience is one of the most crucial items in the decision to choose a particular bank, the smallest market share by the British National Girobank (BNG) seems something of an anomaly. A questionnaire survey administered by students using a quota sample showed that general awareness of...

The patterns of adoption of quality management practices and techniques vary across national boundaries. This article presents the findings of a questionnaire survey into the quality management procedures and tools adopted in three European countries, the UK, Portugal and Finland. A total of 450...

Examines managers′ attitudes to the use of upward and the more traditional downward performance appraisal systems. The results are drawn from a survey of UK managers. Finds that upward appraisal is viewed as being generally less acceptable than “traditional” appraisal systems. Potential...

Service organisations are striving to increase the quality of the services they offer. They are also using a wide variety of people management techniques. These two activities can sometimes come into conflict. This article examines a variety of management practices, particularly from human...