During 2002, AT&T Labs and Lucent Bell Laboratories will celebrate the 30th anniversary of their sponsorship of Ph.D. fellowship programs for under-represented minorities 1 and women in science and engineering. In the early 1970s AT&T's research and development organization, then known as "Bell Laboratories," initiated efforts to recruit minority students for technical positions within the Labs. These efforts were the result of suggestions from the African American and women's communities within the R&D organization. Since the numbers of under-represented minority and women students graduating with Ph.D.s in disciplines relevant to the work of the Labs was very small, the Labs leadership realized that they would have to take an active role in identifying, encouraging, and supporting students in these groups to pursue studies in mathematics and engineering. This paper summarizes the common histories and goals of the programs, their launch and operation, their use of internships and mentors and the results of the combined AT&T and Lucent programs over the 30 year period of their operation.

This chapter examines pre-existing problems in the global airline industry caused by economic and historical factors, as well as four recent events (economic recession, war, the 11 September 2001 terrorist attacks, and the SARS epidemic) that led to the current 'Perfect Storm'. The chapter concludes with a discussion of efforts at the government, industry, firm and individual level to deal with the crisis in the air transport industry.

This chapter discusses the nature of the emotional labour that is 'performed' in the course of customer service work, together with strategies used by front-line service workers to cope with the emotional demands of this type of work. Based on the findings of four case studies, drawn from research carried out among Australian managers and workers in the tourism and hospitality industries, a number of strategies are suggested which organizations may wish to implement to support their staff in their customer service work.

The objective of this study was to understand site-specific satisfaction with services, programmes and maintenance factors of outdoor recreational areas. The objective was achieved by testing whether instrumental and expressive attributes are distinct behavioural indicators that could better predict visitor satisfaction. The study site encompassed Virginia's Explore Park. Data were obtained from a questionnaire survey conducted among park users (n=122) during the summer of 2001. Results indicated that the instrumental factors appear to be more important than expressive elements for the site visitor. The poor performance of site-specific instrumental factors affects satisfaction negatively, while the expressive part of expectations from a site may affect satisfaction positively. Thus, the expressive part of expectations may also contribute to overall satisfaction. These results imply that visitor satisfaction at sites designed for outdoor experience would not necessarily depend upon expressive elements such as hiking and interpretive programmes while visitor satisfaction in areas designed for sightseeing (historical attractions) is somewhat more dependent on the provision of instrumental elements such as restrooms and shelters.

This case study of Tiscover addresses a number of service management areas. It demonstrates how emerging information and communication technology (ICT) solutions facilitate e-commerce in tourism. Tiscover represents innovative service management as it is addressing a number of markets and stakeholders both in the forms of business to consumer (B2C) and business to business (B2B). As an aggregator and retailer of tourism products for the destinations it covers, Tiscover provides a wide range of information and services to the public. As a distributor, it enables tourism suppliers to promote their products directly to the consumer and also to other intermediaries through onward distribution. It also allows destination management organizations to distribute information and augment their service and products thereby influencing consumer choice. Tiscover also supports backward distribution by feeding products in other web portals and therefore it supports B2B service management with its partners that procure and represent tourism products through Tiscover.