Cross national study of perceived service quality in long-term care facilities

This cross-national study of 306 nursing home residents in the United States and the United Kingdom examines the similarities and differences in their evaluation of service quality. Service quality was defined as the differences between expectations about the service and actual perceptions of the service delivered in terms of five dimensions: tangibles, assurance, empathy, reliability and responsiveness. The SERVQUAL instrument was used to measure service quality. The two groups differed in their expectations for quality and their perceptions of service quality: US residents' ratings were lower in all respects.     

Policy assignment in the European union

EMU will see a re‐allocation of responsibility between different tiers of government for different elements of economic policy, yet policy assignment in the EU often reflects political compromises rather than dispassionate analysis or principles. This article explores the arguments for assigning responsibility for economic policy to different tiers of government in the EU. In the light of these arguments, the case for re‐assigning policy for prudential supervision of credit institutions, regulation of utilities and industrial policy is examined. This leads to the conclusion that closer economic integration will require potentially substantial changes in the assignment of policy.     

Thinking empathically: The video laboratory as an integrative resource

The use of video taped, simulated interviews is an effective means of addressing the dynamics of affect in clinical practice. This mode of training, grounded in ego and self psychological concepts, is instrumental in identifying, understanding and integrating feelings—the goal of which is to help trainees think empathically. The theoretical framework and structure of the laboratory mode are presented; examples of the teaching/learning process are also discussed.     

Work and rest in the long-distance road transport industry in Australia

To date management of fatigue in professional drivers has largely focused on strategies that limit the amount of time spent on the job. These approaches have, however, not taken into account the well-documented effect of time of day. Consequently, the likely impact of the pattern and timing of work and rest has received little attention. The results revealed that the group of drivers who did the shortest trips and worked the shortest weekly hours were the lowest reporters of fatigue, although longer hours were not always associated with the highest reporting of fatigue. In contrast, the shortest working hours were associated with earliest onset of fatigue. For all drivers, the influence of circadian rhythms was evident in the occurrence of fatigue, with better management of the problem evident among drivers who were able to arrange the timing of rest to more closely coincide with periods of fatigue. Thus, time of day appeared to be a more important influence in determining effective rest than did period of work. These findings raise questions about the validity of the assumption underlying work hour regulations for long-distance drivers which, currently, are universally based on duration of work.     

Satisfaction with Health Care and Community Esteem Among Rural Women

The present study examines the ways in which satisfaction with health care may be associated with the lives of rural women. One hundred thirty one rural women between the ages of 45 and 70 years completed measures of community esteem, life satisfaction, satisfaction with health care, health status, and mood. The results showed that rural women's satisfaction with their health care was associated with the extent to which they hold their community in esteem and their degree of life satisfaction. Moreover, women who had poor health were less satisfied with the available health care than were healthier women. These findings are discussed in terms of their implications for the well-being of rural communities in general.     

Acceptance and community building in schools through increased dialogue and discussion

Stories of two students remind teachers that their actions, interactions and responses can encourage students to understand the need for strong, supportive relationships. Scott and Jason needed their teachers to help them find ways to be accepted and develop a confidence in their own identity, ways that helped them find their place on the landscape of their classroom setting. Strategies described here include open classroom discussions about the ways we relate to each other in classrooms, on the playground and in society. Open dialogues and discussions about the way we relate to each other, and about the things we need to feel confident about in relating to each other, can promote the type of relationships in classrooms that create a supportive, accepting atmosphere.     

Infant Contingency/Extinction Performance After Observing Partial Reinforcement

Social information gathering by infants 6 and 12 months old was examined as a foundation for later social learning that may be uniquely human. Infant performance on a contingency/extinction task was studied following a caregiver demonstration of the contingency on varied reinforcement schedules. Infants who observed caregivers receive any reinforcing stimulation in pretraining decreased responding over their own acquisition period, possibly because they began to habituate to the reinforcer. In extinction, infants who observed caregivers receive partial reinforcement in pretraining were more persistent in responding than others. This suggested that direct experience with partial reinforcement is not needed for greater persistence in extinction. These studies revealed details of social learning in the 1st year.