How Family and Informal Supporters Appraise Service Quality

Within the field of intellectual disability, progressive policy thinking in Wales has led to an emphasis on the tailoring of services to individual needs and wants of service users, especially through individual planning processes and the creation of service packages. Using an adapted structure‐process‐outcome evaluation model, research is reported about how informal supporters appraise service quality. Based on a survey of 752 families, the first phase of the research reported here has been concerned with charting relationships between personal characteristics of users, service process factors and appraisals by informal supporters of service quality. The findings suggest the importance of key service process factors to an understanding of dimensions of service quality.     

Engaging suppliers in CRM: The role of justice in buyer–supplier relationships

Given the crucial role of suppliers in collaborative supply chains, it is surprising that little attention has been paid to the nature and management of supplier relationships in the implementation of a retailer's Customer Relationship Management (CRM) strategy. To address this gap in the extant literature, the theory of organizational justice is used to explore the extent to which perceived fairness in buyer–supplier relationships supports or inhibits supplier engagement with the CRM process. The rationale is that suppliers who feel fairly treated by key retail customers are more likely to invest resources in the acquisition and use of data central to the retailer's CRM strategy. By empirically testing a conceptual model linking downstream CRM to upstream SRM, the results provide evidence to indicate that customer data use is significantly influenced by perceptions of fairness, particularly with respect to the distribution of rewards, and the transparency of decision-making processes. As a key criticism of CRM centers upon the failure of organizations to exploit the full potential of customer data, the results highlight the usefulness of understanding the relational linkages between buyers and suppliers and the consequential behavior of suppliers in terms of engagement with customer data vital to the success of retailers’ CRM strategies.     

The cultural authority of science: public trust and acceptance of organized science

Using the National Science Foundation's 2006 Science Indicators Survey, this study explores three distinct explanations of public attitudes. First, the knowledge-attitudes model refers to a well tested relationship between public knowledge of science and more favorable attitudes toward science. Second, the alienation model hypothesizes that public disassociation with science is a symptom of a general disenchantment with late modernity, mainly, the limitations associated with codified expertise, rational bureaucracy, and institutional authority. A third approach emphasizes the cultural meaning of science: how various public beliefs about "what science is" relate to acceptance or reservations about science. The Science Indicators Survey shows that US adults view science (what it is or should be) in three distinct ways: (1) in terms of having a systematic method, (2) in terms of social location (i.e., takes place in a university or a laboratory), and (3) in terms of knowledge that should accord with commonsense and tradition. The findings in this study indicate that the knowledge-attitudes, alienation, and cultural meanings models are all valuable for understanding the cultural authority of science. However, the strength of these explanations depends on the type of attitude analyzed.     

Comparison of oil and egg tempera paint systems using time-of-flight secondary ion mass spectrometry

Time-of-flight secondary ion mass spectrometry (ToF-SIMS) is quickly becoming a critical tool in the field of art conservation. This technique provides high-resolution spatial maps of both inorganic and organic components located within cross-sectional samples collected from works of art. With recent advances in surface analysis, ToF-SIMS can now be used to identify specific amino acids present in protein-containing materials as well as fatty acids in drying oils. For example, the detection of the ion fragment associated with the amino acid hydroxyproline can be used to confirm the use of animal glue in a paint sample. As an analytical technique, ToF-SIMS avoids the need for derivatization/silylation reagents, with no interference by the presence of pigments. Furthermore, the layered systems that are often encountered in historical paint samples remain intact throughout the analytical procedure. This allows for the co-localization of organic and inorganic species in specific layers (e.g. egg yolk paint atop a glue ground). Because of this ability to localize the analytical signal to approximately 6?µm or less, the mass spectral information can be used to produce mass-resolved and spatially-resolve images which can be correlated to previous studies of the same samples. In this study, ToF-SIMS was used to analyze a paint cross section obtained from a painting attributed to Raphael, and another from a painting by the Sienese artist Matteo di Giovanni.     

The ‘good’ parent in relation to early childhood literacy: symbolic terrain and lived practice

In this paper we consider the place of early childhood literacy in the discursive construction of the identity(ies) of ‘proper’ parents. Our analysis crosses between representations of parenting in texts produced by commercial and government/public institutional interests and the self‐representations of individual parents in interviews with the researchers. The argument is made that there are commonalities and disjunctures in represented and lived parenting identities as they relate to early literacy. In commercial texts that advertise educational and other products, parents are largely absent from representations and the parent's position is one of consumer on behalf of the child. In government‐sanctioned texts, parents are very much present and are positioned as both learners about and important facilitators of early learning when they ‘interact’ with their children around language and books. The problem for which both, in their different ways, offer a solution is the “not‐yet‐ready” child precipitated into the evaluative environment of school without the initial competence seen as necessary to avoid falling behind right from the start. Both kinds of producers promise a smooth induction of children into mainstream literacy and learning practices if the ‘good parent’ plays her/his part. Finally, we use two parent cases to illustrate how parents' lived practice involves multiple discursive practices and identities as they manage young children's literacy and learning in family contexts in which they also need to negotiate relations with their partners and with paid and domestic work.