Figures released by the Australian Bureau of Statistics (ABS) in 2000, show that the decline in Australian union membership continues, despite the efforts of the Australian Council of Trade Unions (ACTU), to stop the slide. The ABS reports that trade union membership has dropped to 28 percent of the...

It has been argued that the single most important difference between products and services is the characteristic of intangibility. In fact, it has been said that intangibility is the key to determining whether or not an offering is a service or product (Zeithaml and Bitner, 1996). This characteristi...