Service quality in the legal profession: a review

Research into the management of professional service quality, other than in health care, has been very limited, despite being particularly problematical. This paper focuses on the interactive, highly customized and labour-intensive service offered by solicitors to their commercial and corporate clients. The intangible nature of legal services, the natures of the professionals themselves and the firms within which they operate, and the perceptions of risk brought to the service by the client create additional difficulties in managing the service and measuring client perceptions of it. Yet solicitors must understand the requirements of the group of clients they seek to serve in order to design their service to match those needs. Clients have to assume the technical competence of their solicitor. Moreover, they seek confidence when buying legal services. Our research, therefore, sought to gain an understanding of the process used by commercial and corporate clients when evaluating legal service, and of the factors that are key drivers in the creation of confidence.     

Share,like, twitter,and connect: Ecological momentary assessment to examine the relationship between non-work social media use at work and work engagement

Non-work social media use at work has seen a dramatic increase in the last decade and is commonly deemed counterproductive work behaviour. However, we examined whether it may also serve as a micro-break and improve work engagement. We used ecological momentary assessment across 1 working day with up to 10 hourly measurements in 334 white-collar workers to measure non-work social media use and work engagement, resulting in 2235 hourly measurements. Multilevel modelling demonstrated that non-work social media use was associated with lower levels of work engagement between persons. Within persons, non-work social media use was also associated with lower concurrent work engagement. However, non-work social media use was related to higher levels of work engagement 1 hour later. While more extensive non-work social media use at work was generally associated with lower work engagement, our advanced study design revealed that the longer employees used social media for non-work purposes during 1 working hour, the more work engaged they were in the subsequent working hour, suggesting that employees turn to social media when energy levels are low and/or when they (temporarily) lose interest in their work. This behaviour may serve as a break, which in turn increases work engagement later during the day.     

ADOLESCENTS' INCONSISTENCY IN SELF-REPORTED SMOKING: A COMPARISON OF REPORTS IN SCHOOL AND IN HOUSEHOLD SETTINGS

Extent and sources of inconsistency in self-reported cigarette smoking between self-administered school surveys and household interviews was examined in two longitudinal multiethnic adolescent samples, the urban Transition to Nicotine Dependence in Adolescence (TND) (N = 832) and the National Longitudinal Study of Adolescent Health (Add Health) (N = 4,414). Inconsistency was defined as a positive report of smoking in school followed by a negative report in the household. Smoking questions were ascertained with paper-and-pencil instruments (PAPI-SAQ) in school in both studies, and computer-assisted personal interviewing (CAPI) in TND but audio computer-assisted self-interviewing (ACASI) in Add Health in the household. In TND, 23.5 percent of youths who reported smoking lifetime and 20.4 percent of those who reported smoking the last 12 months in the school survey reported in the household never having smoked; in Add Health, the latter was 8.6 percent. Logistic regressions identified five common correlates of inconsistency across the two studies: younger age, ethnic minority status, lesser involvement in deviant activities, having nonsmoking parents and friends. In TND, interviewing of youth and parent by the same interviewer increased inconsistent reporting. Matching the definition of inconsistent reporting and the age, gender and race/ethnic distributions of TND on an urban Add Health subsample reduced the predicted rate of inconsistency in TND. The estimated bias attributable to CAPI compared with ACASI methodology did not reach significance in the aggregated matched samples suggesting that irrespective of administration mode, household interviews decrease reporting of smoking, especially among younger, minority and more conventional youths embedded in a social network of nonsmokers.     

Les effets des mécanismes du recrutement collégial sur la discrimination : le cas des recrutements universitaires

Do recruitment practices for positions as associate professor in French universities have an impact on any discrimination eventually experienced by women? Surveys and in-depth interviews conducted with members of hiring committees in three disciplines shed light on recruitment practices in relation to direct as well as indirect discrimination. The practices of these committees, who choose among applicants, are permeable to forms of indirect sex-based discrimination even though the use of various tools (grid for examining applications, the explanation of criteria, etc.) and various arrangements (the publicity of proceedings, diversified makeup of these committees, collective decision-making, etc.) limit the possibilities of direct discrimination.     

Intervening with At-risk Mothers: Supporting Infant Language Development

At-risk young mothers and their infants (4–7 months of age) participated in an evaluation of a parenting intervention that focused largely on language stimulation. Participants assigned to the intervention group were matched with a volunteer mentor and were encouraged to attend eleven parenting sessions (five to seven participants per group) across approximately 8 months. Participants in the control group received referrals as needed and were followed across time. Results indicated that babies of the participants in the intervention group experienced more improvement in expressive language from pretest to posttest than did babies of the mothers in the control group.     

One Year On: Perceptions of the Lasting Benefits of Involvement in a Parenting Support Programme

The availability of parenting support programmes has increased significantly within the UK over the last decade. Most evaluations of these programmes have focused on short‐term outcomes. The present study attempted to gain a longer term perspective by interviewing 20 carers more than 12 months after completing a group‐based programme. The results obtained using thematic analysis showed that the majority of participants felt the programme had had lasting effects on their ability to manage their children's behaviour and empowered them as adults. The key themes to emerge in the interviews were: the maintenance of parenting skills, the need for perseverance, strengthening of support networks and encouragement for further provision of programmes. It is argued that evaluation of support programmes should focus on more than parenting skills by assessing their impact on participants’ wider lives.     

A Bootstrap Mechanism for Response Masking in Remote Analysis Systems

National Statistical Agencies and other data custodian agencies hold a wealth of data regarding individuals and organizations, collected from censuses, surveys and administrative sources. In many cases, these data are made available to external researchers, for the investigation of questions of social and economic importance. To enhance access to this information, several national statistical agencies are developing remote analysis systems (RAS) designed to accept queries from a researcher, run them on data held in a secure environment, and then return the results. RAS prevent a researcher from accessing the underlying data, and most rely on manual checking to ensure the responses have acceptably low disclosure risk. However, the need for scalability and consistency will increasingly require automated methods. We propose a RAS output confidentialization procedure based on statistical bootstrapping that automates disclosure control while achieving a provably good balance between disclosure risk and usefulness of the responses. The bootstrap masking mechanism is easy to implement for most statistical queries, yet the characteristics of the bootstrap distribution assure us that it is also effective in providing both useful responses and low disclosure risk. Interestingly, our proposed bootstrap masking mechanism represents an ideal application of Efron's bootstrap—one that takes advantage of all the theoretical properties of the bootstrap, without ever having to construct the bootstrap distribution.