An abundance of academic research has focused on identifying, explicating, operationalizing, and analyzing variables used to understand the dynamics of customer service. Despite this scholarly attention, applied researchers and the popular press have long reported consumers' dissatisfaction with the service received during their customer…

The 1% of US students with labels of severe disabilities including mental retardation have been historically excluded from "inclusive" education, and from the important epistemological, political, pedagogical, and pragmatic currents in systemic education reform. They have been also been excluded from the design of, and participation in, the…

Background: Traditional approaches to race in the United States have located race in individuals and groups and reduced the ambiguities of interaction to differences in attitudes, levels of awareness, and stages of identity development. Alternatively, locating race in social stratification has made it an over-determined product of inequalities in…

Data generated from three studies in twenty-two urban secondary schools indicate that the role of the secondary school administrator has been and is undergoing a steady attrition in terms of domain and scope of influence, sources of organizational power, and bases of authority to effectively lead a professionalized organization. One series of…