Service quality is at the forefront of how the leisure, events, tourism and sport (LETS) sectors operate. An important consideration for any business, and therefore any student of the subject, this new edition of a successful textbook addresses the key points and principles of managing service quality across the industry sector. Fully updated and enhanced, it: - Covers areas such as the experience economy, capacity management and service culture, as well as methods for measuring quality and satisfaction. - Includes numerous case studies to help students apply classroom-based theory to practice. - Is packed with student-friendly pedagogy and full colour illustrations throughout to enhance the learning experience. Considering the underpinning theory of service quality, this book informs the reader of the practical application of service quality management tools and techniques in an industry with distinctive features and challenges. An invaluable read for students within the LETS sectors, it also provides a useful refresher for practitioners working in the industry.

This volume features sociological research and theory on gender and sexuality in the workplace, and identifies how organizations can achieve a gender-balanced and sexually-diverse work force. While identifying characteristics of work organizations that have made important strides to achieving equality in the workplace, articles also detail how women and sexual minorities continue to face discrimination, harassment, and exclusion. Special attention is paid to how race and class shape the experience of discrimination for these groups. Topics discussed are wide-ranging and include: gender discrimination and the wage gap; sexual minorities (LGBT workers); homophobic and 'gay friendly' workplaces; sexual harassment; sex in the workplace; sex work and sex workers; gender equity policies; transgender workers; men and women in non-traditional jobs; occupational gender segregation; and, gender difference in work hours. "The Research in the Sociology of Work" series is proud to publish the works of new and established scholars on these important topics, including both quantitative and qualitative studies, as well as review essays that set the agenda for future sociological analysis.

This accessible and valuable introduction to caring for a child with autism is an ideal resource for teachers and members of a child with autism's immediate and extended family. In clear and simple language, with many illustrations, the authors tackle common problems experienced in everyday routines such as eating, sleeping and going to the toilet, as well as how to cope with aggression and tantrums, preoccupations and compulsions and how to enable better communication and socialising. Based on up-to-date research and using many case examples, the authors consider step-by-step why each problem may be happening and suggest a number of solutions.

This study sought to determine the effectiveness of balancing career goals and family among Jamaican professional women and to ascertain their perceptions regarding their academic institution's support. The study surveyed 237 professional women who were studying with a family. Four hypotheses were analyzed using descriptive statistics and ANOVA. The findings revealed no significance in the level of importance they place on advancing their career goals and their perceptions of the challenges that exist in being a wife and having a job. No significant difference was found among Jamaican professional women's perception of the family support they receive as it relates to balancing family life and career goals. Finally, the findings revealed that there is a significant difference in the perception of students across the campuses concerning the unavailability of after school child care services. This study will add to the body of research and will help therapists, employers and school administrations understand the challenges that these individuals are faced with, thus seek to strategize and find solutions to help this large majority.

Optimize Patient Outcomes with Effective Communication Nurses communicate with a diverse client group in their everyday practice. Each day is fraught with communication challenges from a patient, a family member, a colleague, or a supervisor. Excellence in nursing care requires the ability to instantly respond to an emotion-charged moment with a therapeutic use of one's self, by way of effective verbal and non-verbal communication. The Second Edition of Therapeutic Interaction in Nursing provides an advanced theoretical explanation of therapeutic communication for the nurse and nursing student when encountering problematic situations. Unique knowledge and skills are necessary for both the student and professional as they encounter challenges in their daily interactions with a variety of individuals, including the patient with a psychiatric illness, the cognitively impaired patient, children, the critically ill, or the patient on a ventilator. This multifaceted text not only provides the skill development required to communicate therapeutically in these difficult situations, it offers communication strategies and self-awareness exercises that will assist in the inner growth necessary to develop effective outer behavior. New Chapters in the Second Edition: *Chapter 6: Communicating with Families *Chapter 8: Communicating with Older Adults *Chapter 12: Communicating with Laboring Women *Chapter 13: Communicating at Times of Loss and Grief *Chapter 14: Health Literacy and Communication

Research tells us of the problems women face when they cross over into male-dominated professions: discrimination, harassment, glass ceilings, exclusion from informal networks. We also know much about female-dominated professions, where pay and prestige are lower than corresponding male professions. What happens to men doing "women's" jobs? Doing "Women's Work" represents the first effort to summarize our state of knowledge about the effects of men in "women's professions," on the men and their views of masculinity, on the occupations, and on the women with whom they work. Do men get preferential treatment in these positions? Higher salaries? Are they treated the same as their female coworkers? Through a series of statistical and demographic analyses as well as qualitative case studies of men in such professions as teaching, secretarial work, caregiving, and stripping, the authors offer an insightful glimpse of the roles of these men in bolstering or undermining the gendered assumptions of occupational sex segregation in the workplace. A fascinating yet scholarly study, Doing "Women's Work" will be invaluable reading for students, researchers, and professionals interested in gender studies, work and occupations, human resources, sociology, management, human services, family studies, psychology, and education. "The studies lead to a more complex and sophisticated view of occupational segregation. . . . The chapters in Christine Williams' book are logically arranged, and all are of reasonably good quality." --Contemporary Sociology "The focus on pursuing questions is illustrated most capably by this collection of research on occupational segregation. . . .The book is an excellent collection of essays for those interested in work and gender issues, providing both a rich theoretical background and case studies of men in nontraditional occupations." --Masculinities

Professor Karen Pelletier is up for tenure in the English Department. But when her one rival for the spota professor whose ethnicity gives him minority-preference statusis found dead, Karen in first on the list of suspects.