Extant literature has studied how customer–salesperson price negotiations evolve in “normal” circumstances. However, recent economic recessions illustrate the need to advance theory on the question of how price negotiations evolve in “abnormal” times when customer demand significantly contracts beyond expected variation. In response to this gap in the literature, this study uses a multi-method design to investigate price negotiations during exceptional demand contractions. Our results from a theories-in-use study reveal that during such circumstances, salespeople’s perceived dependency on customers increases while customers’ perceived dependency on salespeople decreases. The inherent “power shift” should benefit customers in subsequent price negotiations. However, customers are less likely to capitalize on their power if they have a close relationship with a salesperson, implying that salespeople do not have to concede on price negotiations. This effect is likely due to increased sympathy during periods of exceptional demand contractions. The authors further validate key propositions from this qualitative study in a field study and a scenario-based experiment. Altogether, this study suggests that managers should not be too hasty in approving and encouraging salespeople to offer unnecessary price discounts during exceptional demand contractions as buyers may become more sympathetic and lenient during price negotiations.

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With increasing referral rates to the Specialist Palliative Care community team, it became necessary to analyse the dependency of the caseload. A review showed a lack of available tools that had been used successfully, so an in-house solution was sought to develop one.The starting point was to utilise the experience and instincts of the Nurse Specialists to place the patients on their caseload into four different categories:- Red, Amber, Green and Blue, depending on perceived urgency and complexity of needs (with Red being the highest and Blue the lowest).10 patients from each of the four categories were randomly picked and scored using the modified Support Team Assessment Tool. This identified a lower symptom score for patients assigned to the Blue and Green categories compared to those in Red and Amber.Of the10 Red category patients, 7 died and 3 required admission to the Hospice for symptom control within a 2 week period. This contrasted with the patients in the other categories, who remained well controlled at home.Analysing the scores, pain could be considered the most important indicator. The exercise showed that Nurse Specialists were able to accurately determine patients' dependency.This has influenced the way the team manages their caseload. All patients are now categorised and home visits are carried out by the most appropriate team member, using the different skill mix of roles. Red and Amber patients are assessed by the Nurse Specialist, whereas patients in the Green and Blue category may be assessed by a Staff Nurse, reporting back to the Nurse Specialist who maintains overall responsibility.This ensures that each patient on the caseload has regular contact, and is seen by the most appropriate professional at the appropriate time. Patient evaluation is currently underway, but informal feedback from patients and families has been positive.

Clinics at the hospice have been largely medically-led with patients attending on an ad-hoc basis with eligibility restricted to existing patients. This project aimed to set up weekly nurse-led clinics with access to all patients; thus allowing patients to access our service at an earlier stage and enabling a more seamless transition to our Specialist Homecare Team when their condition deteriorates.The clinic was established by an Advanced Nurse Practitioner with appropriate training using Hatchett's (2008) guidelines and aimed to offer a less threatening option to access palliative care in a clinic environment instead of a home visit. The clinic sees patients at initial referral and for ongoing support and fulfils both the DH (2010) suggestion to offer more choice to patients and widen intake to non-cancer patients as well as advancing nursing practice.Evaluation was facilitated using a questionnaire completed by patients attending. Data was evaluated and comments collated in themes for analysis by the researcher.This clinic was evaluated highly by patients with 100% saying appointment length was appropriate and 67% stating that their symptoms were fully assessed. 100% of attendees felt satisfied about being seen by a nurse rather than another healthcare professional.After 1 year referrals for assessment have steadily increased with one fifth from outside agencies. Presently the service has a caseload of clinic-only patients which is a step towards increasing choice and shows greater access to existing hospice services.The findings confirm that the clinic is an effective use of time and skills and is well received by patients. It offers another dimension of service for patients and this data reinforces the need to extend and develop this service.