ABSTRACT This paper is concerned with the effect that managers’ commitment,to service quality can have upon the level of front line employees’ service delivery quality. Understanding of this effect should enable managers,to enhance the quality of their employees’ service-oriented activities and to acculturate their organisations to become more service-oriented. Current literature on service quality has tended to focus on issues such as improving customer satisfaction or developing better measures of service quality, rather than the organisational acculturation geared towards the creation of high quality service provision. This paper proposes to fill this gap by developing a conceptual model of service acculturation. 2455

ABSTRACT The phenomenal,growth of the Internet and World Wide Web means this medium offers great potential as a survey research medium. This study examines,the use of E-mail and the Internet as methods for delivering questionnaires, and test methods,of overcoming,the limitations associated with e-mail methodology. These included various components of mail, e-mail, and hyperlink to the Internet. The study examines the effect of these options on survey response rate, speed of response, and data quality. 2449

Abstract. We consider a production economy,‘`a la Mirrlees’ where the earning capability of individuals is endogenous. These individuals are heterogeneous both with respect to their prefer- ences, as well as their propensity to benefit from the education process. We define as an outcome of education the set of attainable consumption bundles available to the agents after both incurring the cost of their education and facing a lump-sum transfer. We look for allocation rules satisfying properties that capture the ob- jective of equalizing opportunities. We characterize four allocation rules that both encompass dierent,perspectives of equality of op- portunity and justify dierent,levels of public intervention on the outcome of education.