How do customers of a financial services institution judge its communications

Communications are important for relationships within a marketing channel from both a theoretical and managerial perspective. Yet it is a problematic area for scholars. Thus, this research addresses the problem of how do customers of a financial services institution perceive communications with an ideal institution? This study's case research methodology used in-depth interviews with 34 carefully selected customers of a building society. The factors that make up customers' attitudes about corporate communications for an ideal financial services institution were identified and actual perceptions were compared against that ideal. The findings confirmed the importance of communications for customers in a relationship with a financial services provider and suggested communication priorities for customers in this context. In addition, the findings suggested sources of communication dissatisfaction for customers. These findings build upon the literature that speculates about customer perceptions of communications with organizations but provides little evidence to support hypotheses. The contributions arose from the emphasis on the customers' own attitudes and the patterns found within them.

Australian waterfalls as tourism attractions

For a largely arid country with generally low relief, Australia has a remarkably large number and variety of waterfalls. Found mainly near the coast, close to where most of the population lives and near the major tourist resort areas, these landscape features have long been popular scenic attractions. As sights to see and places to enjoy a variety of recreational activities, waterfalls continue to play an important role in Australia’s tourism, even in seaside resort areas where the main attractions are sunshine, sandy beaches and surf. The aesthetic appeal of waterfalls and their value as recreational resources are recognized by the inclusion of many in national parks. Even here, demands of visitors and pressures from developers raise serious problems. This paper examines the way in which waterfalls have been developed and promoted as tourist attractions, demonstrating their importance to Australian tourism. It considers threats to the sustainable use of waterfall resources posed by power schemes and, particularly, by the tourist industry itself. Queensland’s Gold Coast is selected as a case study, and comparisons are made with other areas in which waterfalls have played important roles as tourist attractions, especially the Yorkshire coast of northeast England. The discussion draws largely on an examination of tourist literature from the nineteenth to the twenty-first century, including holiday brochures and guide books, as well as other published sources, together with field observation in various parts of the world

Capabilities : describing what services can do

The ability of agents and services to automatically locate and interact with unknown partners is a goal for both the semantic web and web services. This, \serendipitous interoperability", is hindered by the lack of an explicit means of describing what services (or agents) are able to do, that is, their capabilities. At present, informal descriptions of what services can do are found in \documentation" elements; or they are somehow encoded in operation names and signatures. We show, by ref- erence to existing service examples, how ambiguous and imprecise capa- bility descriptions hamper the attainment of automated interoperability goals in the open, global web environment. In this paper we propose a structured, machine readable description of capabilities, which may help to increase the recall and precision of service discovery mechanisms. Our capability description draws on previous work in capability and process modeling and allows the incorporation of external classi¯cation schemes. The capability description is presented as a conceptual meta model. The model supports conceptual queries and can be used as an extension to the DAML-S Service Pro¯le.