Socially integrative customer service (SICS) : identification of a symbiotic link with corporate social responsibility

The aim of this study is to answer the research question "can customer service be revitalised through identification of a symbiotic relationship with social responsibility, linked by people-centricity?" The concept of customer service remains weak and there has been a lack of attention to the underlying purpose: "to serve". To strengthen the theory the humanistic nature of the concept should be revised. Fundamental to this argument is the question of who is a customer? To fully discover the scope of the concept requires a broader or more specifically a societal view. Herein the theme of social corporate responsibility is critical to the recognition of the customer service network (CSN). This suggestion in isolation is useful but structural. Another aspect must be identified to validate the "service" ethos. Through this reasoning the relational theme (RT) provides for a mechanism for this to be achieved. Therefore the theory of socially integrative customer service is based on broadening and deepening the customer service concept. This study is illustrated in the context of the grocery retail sector in the Republic of Ireland. Four case studies are presented, three based on company-wide and in-store research and a fourth is a cross-company study. Results across companies indicate acceptance of the research question and show evidence to validate SICS. There is scope to further develop SICS and to build on the CSN and the RT. Finally the concept of SICS provides for a diverse basis for further research. This theory does no purport to cause a paradigm shift but does add innovation to the body of knowledge. As is the hallmark of good theoretical development, the author has aimed to keep the philosophy simple.

Estudio para la implantación de un ERP en una empresa textil

El proyecto abarca el estudio para la implantación de un ERP en una empresa textil. En concreto, una empresa dedicada a la venta al por menor de ropa en el Vallés Occidental. Utiliza la metodología de Planificacón de Sistemas de Información (PSI) promovida por el Ministerio de Administraciones Públicas del Gobierno de España. El estudio se centra en tres ERP's que son Microsoft Dynamics NAV de Microsoft, SAP Business One de SAP y Ekon Moda de CSS Agresso y su adaptabilidad a la empresa estudiada.

Universal banking, competition and risk in a macro model

A stylized macroeconomic model is developed with an indebted, heterogeneous Investment Banking Sector funded by borrowing from a retail banking sector. The government guarantees retail deposits. Investment banks choose how risky their activities should be. We compared the benefits of separated vs. universal banking modelled as a vertical integration of the retail and investment banks. The incidence of banking default is considered under different constellations of shocks and degrees of competitiveness. The benefits of universal banking rise in the volatility of idiosyncratic shocks to trading strategies and are positive even for very bad common shocks, even though government bailouts, which are costly, are larger compared to the case of separated banking entities. The welfare assessment of the structure of banks may depend crucially on the kinds of shock hitting the economy as well as on the efficiency of government intervention.

(No)competition in the Spanish retailing gasoline market: a variance filter approach

Various methodologies in economic literature have been used to analyse the international hydrocarbon retail sector. Nevertheless at a Spanish level these studies are much more recent and most conclude that generally there is no effective competition present in this market, regardless of the approach used. In this paper, in order to analyse the price levels in the Spanish petrol market, our starting hypothesis is that in uncompetitive markets the prices are higher and the standard deviation is lower. We use weekly retail petrol price data from the ten biggest Spanish cities, and apply Markov chains to fill the missing values for petrol 95 and diesel, and we also employ a variance filter. We conclude that this market demonstrates reduced price dispersion, regardless of brand or city.

Mobile termination and mobile penetration

In this paper, we study how access pricing affects network competition when subscription demand is elastic and each network uses non-linear prices and can apply termination-based price discrimination. In the case of a fixed per minute termination charge, we find that a reduction of the termination charge below cost has two opposing effects: it softens competition but helps to internalize network externalities. The former reduces mobile penetration while the latter boosts it. We find that firms always prefer termination charge below cost for either motive while the regulator prefers termination below cost only when this boosts penetration. Next, we consider the retail benchmarking approach (Jeon and Hurkens, 2008) that determines termination charges as a function of retail prices and show that this approach allows the regulator to increase penetration without distorting call volumes.

IPH Response to Dept of Justice and Equality Review of the Code of Practice on the Sale and Display of Alcohol in Mixed Trading Premises

IPH responded to the Department of Justice, Equality and Defence review of the voluntary Code of Practice for the display and sale of alcohol in supermarkets, convenience stores and similar mixed trading outlets. The voluntary Code was introduced in 2008 as an alternative to the statutory rules for structural separation of alcohol products in mixed trading outlets which are set out in section 9 of the Intoxicating Liquor Act 2008. Interested bodies and individuals were invited to submit comments on the Compliance Report for 2011 and on the effectiveness of the voluntary approach to structural separation by 20th December 2011. The Minister said he intended to also seek the views of the Minister for Health and the Joint Oireachtas Committee on Justice, Defence and Equality before reaching any decision on whether to bring the statutory rules in the 2008 Act into operation.

IPH response to DSD consultation on Marine Gardens, Bangor

A development has been proposed in Bangor, Co Down.  The Department of Social Development (DSD) consulted on the issue and IPH has responded as below.  IPH has also carried out a Health Impact Assessment (HIA) screening on the proposal which can be accessed below.  The proposed development is bounded by Main Street, King Street, Southwell Road, Queens Street and the Marine Gardens Car Park. The scheme includes a mix of retail units within a new covered street; office space and over 200 residential homes. The development proposal also contains multiple leisure aspects with plans to incorporate a 120-150 bed hotel; a 400 seat multi-use arts, performance and convention space; a family entertainment centre and restaurants, in addition to enhancing the public realm and civic uses of the waterfront area with the creation of a promenade, an outdoor performance space, public parks and tourist facilities.

A Policy to Make Best Use of Resources in Plastic Surgery and Related Specialties (PDF 178 KB)

The purpose of this policy is to introduce a transparent approach to making best use of resources in plastic surgery and related specialties. It was finalised after a formal Public Consultation that included distribution of the Consultation Document to a range of organisations and individuals, meetings with Board representatives as requested and press releases in local and regional media outlets. All responses to the Consultation were considered carefully in developing this final policy. åÊ åÊ

Isolation and identification of mycobacteria from livestock specimens and milk obtained in Brazil

The prevalence of Mycobacterium bovis and other mycobacterial species in livestock specimens and milk was evaluated. An emphasis was placed upon the distribution of these organisms in milk that is readily available to the public that was either untreated, pasteurized, or treated using ultra high temperature. Twenty-two pathologic specimens from livestock (bovine, swine and bubaline) in five Brazilian states and 128 bovine milk samples from retail markets in the State of São Paulo were examined for mycobacteria. Identification was made by classical biochemical tests, thin layer chromatography of mycolic acids and polymerase chain reaction-restriction fragment length polymorphism (PCR-RFLP) analysis. Mycobacteria were isolated from 15 (68.2%) caseous lesions and from 23 (18%) milk samples. Eleven isolates were identified as M. bovis, and the remaining 27 nontuberculous mycobacterial isolates were represented by five species and six unidentified rapidly growing mycobacterial strains. The data demonstrate that animal products in Brazil are frequent reservoirs of mycobacteria and may pose a risk to the public.

Les délits commis par les employés dans les secteurs commercial et financier : certaines formes de la criminalité économique à la lumière d'une étude de victimisation et de prévention dans les entreprises du canton de Genève

Summary: Victims of crime are not only physical persons. Firms also experience some different forms of victimization either from outsiders or front employees. Crimes committed inside the firm are various: theft, embezzlement, fraud, fraudulent management, money laundering, vandalism etc. Assessed damage could be considerable. But in general, most of the criminological studies relating to victimization have been interested in individuals as victims. In Switzerland, to date, research on firms'victimization is simply rare and traditional research methods such as victimization survey, self-reported delinquency or controlled experiments are not very much utilized in Swiss white-collar crime studies. Thus, in order to improve the situation, we have decided to start a victimization study on white-collar crime committed in firms of the canton of Geneva. To narrow the field of research, our project seeks to apprehend white-collar crime as a series of offences committed by employees inside the firm, by fraud or deceit, aiming at an illegitimate enrichment. The phenomenon of white-collar crime perpetrated has been evaluated by examining the presence of risk factors and prevention strategies. Furthermore, the correlation between the victimization rate and some aspects of vulnerability has also been investigated. Using data collected from the victimization survey carried out in 2005, some of the key research questions are the following: - which are the types of offences committed? - Which types of measure of prevention are the most efficient to prevent such offences ? - Which type of business is more vulnerable? - Which are the risk factors? - Which is the profile of the authors? - Which are the motivations?, etc. Findings show that companies which valorize their employees and pursue a transparent management style suffer a lower victimization rate. Further, the retail sector seems to be more affected than the financial sector and big firms are more vulnerable.

Survey of salt levels in soup in catering establishments on the island of Ireland

The aim of this survey was to provide a snap shot of the salt content of soup from a range of catering outlets on the island.

Salmonella in pork on the island of Ireland

A study was carried out on the occurrence of Salmonella on pork on the island of Ireland and an assessment of the risk factors contributing to its transmission. It included microbiological studies to track the Salmonella status of individual pigs through the pork chain from farm to primal cuts. Studies on the Salmonella status of pork cuts in boning hall, and on raw pork cuts at retail were also undertaken. A quantitative microbial risk assessment model was developed for Salmonella on pork cuts covering the chain from slaughter to boned-out cuts.

Consumer Focused Review of the Pork Supply Chain

Pig meat production was valued at €290 (£198) million at farm gate in Republic of Ireland (ROI) in 2007. In Northern Ireland (NI) in 2006, pig meat was estimated to account for almost seven percent of gross turnover in the food and drinks processing sector at £190 (€280) million. Whilst researching for this report it emerged that comparable figures for the value of the pig meat industry on ROI and NI are not available. This report showed that pig production on the IOI has changed from a small-scale enterprise carried out by a large number of mixed farmers to a modern industry comprised of a small number of specialist producers operating large-scale units. Most products for retailers are prepared and packed in specialised cutting and processing units which may or may not be integrated in the slaughter plant. For some pork products, various additives such as salt, herbs and flavour enhancers are added. Pork products are then stored and transported, frozen or chilled to wholesale, retail and catering facilities for ultimate sale to consumers.

Chicken & Potato Report

This survey provides a snap shot of the nutritional content of potato and chicken products sold in fast food and convenience outlets across the island of Ireland.

A Comparative Study of Thermophilic Campylobacter Isolates of Clinical, Food and Pet Origin

Recent research, funded by safefood, has indicated a high occurrence of the food poisoning bacterium, Campylobacter in raw poultry, particularly chicken, with 49.9% of retail samples of raw chicken testing positive for the bacterium.