...Steve Baron; Kim Harris; Barry J. Davies Explores observable oral participation (OOP) of customers at the front stage of the service delivery system within a retail store setting. Spoken interactions between a customer and a sales assistant are denoted as OOP1, and those between one customer...

...Christian Grönroos Suggests that, although a number of European countries have introduced different forms of employee participation in decision making using more or less tight legislation, the most rigid, perhaps, was passed in Sweden in 1976. This law sets aside management's ‘right to lead...