Purpose – Research suggests that “front‐line” service jobs typically require emotional labour owing to the high levels of interpersonal interaction inherent in such work. Although emotional labour can be performed face‐to‐face (in person) or voice‐to‐voice (on the telephone),...

Purpose – Marketing “from the intra‐organizational perspective” has been comparatively untouched by the critical turn in organization studies. The objective of the present paper is to contribute to a critical examination of marketing as a change discourse by focusing on service...

Purpose – The formation and spreading of market‐, management‐ and individual‐rights discourses into society, as well as the movement of consumerism, have paved the way for a transformation of the linguistic usage. The transformation suggests that the view of the care seeker has shifted...

Purpose – The purpose of this paper is to review viable biometric technologies and examine their applicability in the hospitality and tourism businesses. Design/methodology/approach – First, the different types of biometrics in the market with their advantages and disadvantages are reviewed,...

Purpose – The present paper aims to extend an ongoing study of Swedish trade journal's, Privata Affärer , recognition of the “bank of the year.” Design/methodology/approach – The information used in this paper came from Privata Affärer , which annually recognizes a “best” bank in...

Based on a presentation originally given at the American Association of Law Libraries’ annual meeting in Seattle, 15 July 2003, ten important, though sometimes underdeveloped, approaches to fiscal management are presented. While originally intended for a law librarian audience, these sound,...

Presents an overview of the massive changes that are, or will be, taking place in main libraries. Particularly discusses networked technology and its enormous shift in customer expectations and behavior, and forecasts it will bring massive changes to central libraries.

This list of 41 “Stupid Things that Libraries Do” was largely culled from public library practitioners’ postings on the PUBLIB electronic discussion list. Libraries must take action to ensure that their operations, and particularly their public services, are unhampered by these common bad...

Purpose – To highlight the new service model used by Harris County Public Library and point out what has been successful. Design/methodology/approach – Using a libraries new service model, key points are brought out to identify what has been changed, and why these changes are important....

Purpose – To identify which library services could be provided on a fee‐based model in Pakistan. Design/methodology/approach – Surveying experts in Pakistani libraries, a questionnaire was administered to determine both the types of library services that could generate revenue and the...