Client Relationship Research Articles

Caregiver burden, treatment complexity, and the veterinarian-client relationship in owners of dog with skin disease.

BackgroundIncreasing complexity of treatment plans is associated with higher levels of caregiver burden in owners of dogs with skin disease. It is possible that elevated caregiver burden resulting from treatment complexity could, in turn, affect the veterinarian–client relationship.Hypotheses/ObjectivesWe expected that treatment complexity, caregiver burden, and the client’s perception of the veterinarian–client relationship would be related to each other. We also expected an indirect effect of caregiver burden on the cross‐sectional association between treatment complexity and the veterinarian–client relationship, and that this effect would be robust to adjustment for the dog’s skin disease course and severity.ParticipantsParticipants were 349 owners of dogs with skin disease recruited through online consumer panels.Materials and methodsCross‐sectional online assessments were completed for caregiver burden, treatment plan complexity, veterinarian–client relationship, and skin disease course and severity. Demographic information also was collected.ResultsThe indirect effect of caregiver burden on the relationship between treatment complexity and veterinarian–client relationship was statistically significant, accounting for 42.76% of the variance in the model. After controlling for disease severity and course, that effect remained statistically significant, accounting for 37.76% of the variance.Conclusions and clinical importanceFindings support the notion that greater treatment complexity is related to the owner’s perception of the veterinarian–client relationship via caregiver burden. Efforts to reduce caregiver burden by using the simplest effective treatment may benefit the veterinarian–client relationship.

“Tell me who your political boss is and I will tell you who you are:” patronage and public employment in Colombia

ABSTRACT Patron–client relations have accompanied the historical development of societies for decades. In recent times, they have adapted to fundamental transformations in the modes of capital accumulation and government. The current context of global labor flexibility and instability, as well as increasing inter-party competition for access to power, has provided new opportunities for the development of these relationships. In this context, one of the most contested arenas is public employment. Thus, this article reconstructs the modus operandi of the patron–client relationships that take place in a local public entity, from the perspective of the clients involved in such relationships. For this purpose, 70 in-depth interviews were conducted with employees of a public agency in the municipality of Santiago de Cali (Colombia). This study yields interesting results about the way in which the processes of labor deregulation and downsizing of the Colombian state have favored the functioning of patronage systems. It also describes the effects that these systems have had on the functioning of public agencies.

Wealth management requires a 360-degree compliance programme

While the tsunami of regulation following the 2008 financial crisis has receded, compliance for wealth management companies continues to grow more complex. In recognition of the difficulty of meeting evolving standards and obligations, the US Government now offers incentives to companies that adopt technical solutions. RegTech that surfaces issues in a timely manner and holistically across an institution’s book of business is seen as directly correlated with transparency and accountability. It is also good business. Today’s solutions empower companies to streamline account management, reduce risk, lower cost and strengthen client relationships. The author shares best practices and important questions to consider when designing and implementing a 360-degree compliance programme. The key to success is synergy among people, processes and technology. Successful compliance starts with stakeholders across the front, middle and back offices. With guidance and best practices gained from interactions with regulators, consultants and technology providers, the company establishes the procedures to ensure the programme properly addresses its investment management business and its regulatory risk. With the right people and procedures in place, thoughtful RegTech serves as the glue that enables proactive, efficient, 360-degree compliance. With the breadth of data and volume of regulations that companies contend with today, a 360-degree compliance technology platform should employ comprehensive and accurate data; exception-driven rules to eliminate false positives; well-designed workflows that distribute tasks logically across the front, middle and back offices; and efficient oversight tools. Technology cannot replace sound, human-driven policies and procedures but when combined with customer relations and portfolio management into a 360-degee programme, RegTech provides vital protection against regulatory, operational and reputational risks and gives investment managers an understanding of their businesses they could never achieve before. This paper discusses the evolution of 360-degree compliance programmes and share best practices for designing and implementing them. It analyses how, when applied across all investable accounts and business segments, technology can transform compliance from a reactive to a proactive process.

The politics of profit production

PurposeThis paper aims to analyze the process of producing a reported profit number to understand how different actors overcome the tensions arising from the often conflicting value frames that apply in different situations during this process and how the actors can benefit from the ensuing friction.Design/methodology/approachThe tensions found in the profit production process are theorized in terms of dissonance (Stark, 2009), emphasizing how multiple voices, drawing on different value frames, contribute to the search for a profit number. The authors study this by means of a case study of a large listed company in the construction industry, where, because of how judgment pervades the profit production process, the search for profit is particularly exposed.FindingsThe authors find three important value frames – caution, control and compliance – which managers, accountants and auditors draw on in the profit production process, depending on the situation they find themselves in. With this finding, the authors contribute to the previous research on financial reporting and management work and the production of profits by demonstrating how the relationships between the involved actors – primarily the auditor–client relationship – can be characterized by principled and constructive rivalry in which competing value frames can coexist alongside each other and how the dissonance created in these situations can produce generative and productive friction.Originality/valuePrevious research has mostly focused on profit measurement, taking the existence of a “true” profit number for granted. The auditor–client negotiation literature typically suggests that actors endeavor to solve situations in a zero-sum game where different value frames are present. This paper, drawing on an incipient theoretical approach to accounting research which emphasizes multivocality and perspective, contributes to the nascent research on financial accounting and management work in general and the profit production process in particular. With empirical illustrations of the dissonance found in this process, this paper suggests that tensions resulting from dissonance (Stark, 2009) may be a resource in situations like the profit production process.

Data preservation and risk management in Management Information Systems

Companies have indeed been able to cut down, widen their market coverage, as well as shape relatively close working relationships while working to improve client relationships thanks to technological processes. However, using the Internet has introduced new risks and concerns. This research highlighted the problems that CIOs and IT managers face in the field of the organization. It covers data security in its newest manifestation, effective management issues, safety disciplinary measures and methodologies, and more. Risks from cyberspace are also a concern. It also develops a threat classification model and also regulatory systems. It also employs a few explanations to develop a system for calculating the impact of security risks in a statistical sense. It entails determining the likelihood of successful information attacks.
 The paper also evaluates the physical and perceived expenses of the known vulnerabilities, and some recommended control laws and simulation methods for measuring the injuries done by such infringements. This study as well begins to develop a five-stage risk mitigation system for evaluating incidents involving information management: 1- Appraisal of the resource's and application's worth; 2- Remotely exploitable and risk assessment; 3- Computation of threats-related losses and the advantages of preventive actions; 4- Choosing a surveillance system and; 5- A simulating different strategies. The research findings must aid judgment in deciding the best controls to reduce safety issue detriment. Finally, a few recommendations for further research have indeed been put in place to improve protection. Massive quantities of assets and analysis in organizations, as well as assessing the chance of successful potential attacks on these investments. This study created an overarching risk management system for security analysts, allowing them to better focus their efforts to include the most appropriate control measures. There are five parts to this scheme: Commodity and application value explanation, Vulnerability review, Loss arithmetic following complaints and advantages of control legislation, Done through a process collection, and Implementation different alternative appraisal. Fenceline routers, numerous different intrusion prevention, security systems, firewalls, and scheme records are identified as countermeasures for maybe the first danger; password protection and malware barcode readers have been identified as an effective control law again for Remotely exploitable and risk assessment; and eventually, an essential tool for managing, firewalls, and assertive methodologies are identified as effective control measures for denial - of - service.

Critical variables for assessing the effectiveness of electronic customer relationship management systems in online shopping

PurposeNowadays, businesses globally are scrambling to keep up with the latest trend of adopting Information Technology (IT) tools like electronic customer relationship management (E-CRM). The study aims to examine and describe the impact of information availability, system security and quality on consumer satisfaction and E-CRM efficacy in shopping websites.Design/methodology/approachCommunication in the period of the fourth industrial revolution was performed face to face and via the use of technological communication tools. The growth of information and communication technology (ICT) has compelled businesses to embrace E-CRM to strengthen client relationships and boost profitability, loyalty and satisfaction. E-CRM is implemented to establish communication with customers. So the major goal of the investigation is to look at the function of influencing variables in E-CRM system efficiency in online buying. The present study's statistical population is limitless. The sample size for structural equations is determined to be 384, utilizing the sample measurement technique. A research framework is developed with four hypotheses resulting from previous research to measure the sample. SMART PLS software is used to assess the suggested model and the data received from the questionnaire.FindingsAccording to the findings, availability of information, information quality and security influence user satisfaction. Therefore, considering the dimensions could be a great step in the improvement of the E-CRM effectiveness. The outcomes also showed that online shopping sites should help customers observe the accordance between the received services and their needs' features.Research limitations/implicationsDespite many efforts to complete the article, the low sample size is one of the limitations of this article. Also, the study has only been evaluated in one country, so generalization of results should be made with caution.Practical implicationsThe E-CRM process is a continuous learning process where information about the customer is transformed into a customer relationship. Also, customer satisfaction is the core concern of any system, and such systems must assess customer satisfaction levels by incorporating a procedure. Many research findings show that development managers try to enhance the quality of the relationship with development managers' customers. The study recommends that both designers and managers focus on security, system quality and access to information to boost customer satisfaction.Originality/valueThe research discusses and identifies the key factors that must be considered while providing the solutions of E-CRM. The study helps managers to accelerate E-CRM systems. Also, the paper supports the field of the managers-orientated perspective in E-CRM.

Testing Functional Analytic Psychotherapy's mediational model of change in social connectedness for people with fear of intimacy

In efforts to decrease psychological distress, psychotherapy frequently focuses on a client's intimate relationships and connectedness with others. One contextual-behavioral approach, Functional Analytic Psychotherapy (FAP), aims to do so by employing the therapeutic relationship to shape improvements in the clients' in-session interpersonal behaviors. In a recent randomized trial of a FAP intervention for dyads who wanted to improve their relationships (Kanter et al., 2018), clients who presented with fear of intimacy were specifically taught in-session interpersonal skills to improve intimate behaviors and connectedness within dyads and reduce related fears. The current study employed a secondary analysis of those data and tested a mediational model in which decreases in fear of intimacy from pre-treatment to post-treatment for these participants would be associated with increases in social connectedness, and this association would be mediated by increases in self-reported intimacy-related behaviors. Results indicated that as fear of intimacy decreased, social connectedness increased, and this association was partially mediated by self-reported improvements in the intimacy-related behaviors targeted by the intervention. Thus, findings support a model in which fear of intimacy is associated with avoidance of intimacy-related behaviors which in turn decreases social connectedness; when these behaviors are targeted and improved, fear of intimacy may decrease and social connectedness may increase.

Augmenting small enterprise operations with technology: the case of kraft therapy foundation in a user-centred design

Learning outcomes The learning outcomes are as follows: to explore the challenges associated with Information System Project Management; to explore how to navigate certain Information System Project Management challenges and make recommendations on how to address them; and to evaluate the application of user-centred design. Case overview/synopsis This case looks at the small to medium enterprises (SMEs) Digitisation project that was initiated by Dr Ndiege, Assistant Professor of Information Systems, and a team of faculty at the School of Science and Technology, United States International University – Africa in Kenya. Dr Ndiege is considering the project in September 2020 and its future viability. The project called for computer science students to voluntarily assist in developing an online presence for local SMEs. The idea is to help cushion them against the shocks of the COVID-19 pandemic. Dr Ndiege looks at the details of the project through the eyes of team leader Sylvie Sarabwe and her encounters on the project. She leads a team of four students in a user-centered design to develop a website for social enterprise Kraft Therapy Foundation (KTF), located in Kibera slums within Nairobi County, Kenya. Sylvie must navigate the client relationship with KTF. But she soon starts to experience the difficulties involved with navigating this process. For Sylvie, it quickly dawns on her that a user-centred design project requires both hard and the soft skills to successfully deliver the final project. By the conclusion of the case, Dr Ndiege recognises the multitude of issues that this project ultimately faces. Complexity academic level The primary target audience for this teaching case is undergraduate information technology students, especially students in software application design and project management with little or no work experience. The case is clearly structured and the length of the case lends itself to the audience. It does not contain excessive or irrelevant information. Hence, learners have more time to focus on the application questions presented. Supplementary materials Teaching notes are available for educators only. Subject code CSS 7: Management Science.

The coherence of the auditor-client relationship quality and auditor tenure with client’s perceptions on added-value in SME audits: a sociological perspective

PurposeThe purpose of this paper is gaining more insight into the impact of the strength of the auditor–client relationship on the client’s perceptions about added-value of the auditor service including the role of auditor tenure.Design/methodology/approachThis study is based on both archival data (auditor tenure) and interview data (strength of the auditor–client relationship and client’s perceptions on added-value). The data comprise 497 small- and medium-sized entity (SME) audit engagements in The Netherlands.FindingsThis study finds evidence of a positive relationship between the strength of the auditor–client relationship and client’s perceptions on added-value. The data do not suggest a main effect of auditor tenure on client’s perceptions on added-value. This study finds evidence that auditor tenure, combined with the strength of the auditor–client relationship, has a strong positive influence on the perceived added-value. Therefore, this study argues that a longer tenure turns out to positively influence the auditor’s client-specific knowledge. The findings are relevant to auditing research by extending the scope of application of social exchange theory (SET) to SME settings, and by suggesting that the auditor–client relationship may capture more an audit quality dimension than auditor tenure. Findings are also relevant for audit practitioners in showing the contribution of a strong auditor–client relationship to client satisfaction in terms of perceived added-value. Standard setters may consider the results of this study in proper designing a specific auditing standard for smaller, less complex entities.Originality/valueThis study fits into a development in auditing research where auditing is viewed as a service. Prior studies in this area were mainly build on marketing concepts (e.g. Grönroos 2007). This study uses a sociological lens, particularly building on SET. In particular, this study focuses on the impact of relationship quality on perceived added value. Using this perspective sheds light on the importance of interactions between auditors and their clients. Both the product (audit opinion) and the process of collecting sufficient appropriate audit evidence in interaction with the client are important. This relationship perspective may serve as an explanation to why long auditor tenure can turn out to improve audit quality. Future research may build on this sociological perspective and particularly examine what conditions need to be present to realize benefits of the relationship approach and when a more transactional approach is more suitable.

Audit Quality: An Analysis of Audit Partner Cultural Proximity to Client Executives

We find that cultural proximity between auditors and CFOs is associated with audit quality. We use recent mandated PCAOB disclosures of engagement audit partners to construct cultural proximity between engagement audit partners and client executives. Building on an extensive literature on homophily in social connections, we hypothesize that when an engagement audit partner is culturally close to client executives, the accounting negotiation is more efficient, resulting in higher audit quality. Consistent with this prediction, we find that audited earnings are of higher quality when the engagement audit partner is culturally close to the CFO. We, however, do not find similar evidence when the engagement audit partner is culturally close to the CEO. Our findings are consistent across several alternative measures of audit quality and cultural proximity. These findings suggest that interpersonal factors from the auditor–client relationship are important for audit outcomes. Our study supports the PCAOB’s position that mandatory disclosures of engagement audit partner identity are helpful in understanding audit quality.

Shrouding and the FX trades of global custody bank

This paper identifies a new approach to shrouding, the practice of hiding supra-competitive product prices, and sheds light on an extraordinarily opaque and hitherto unexplored segment of the world's largest OTC market. The product is liquidity for FX transactions between global custody banks and their client funds, transactions in which the clients are not actively involved and cannot identify execution costs ex post. We develop a stylized model of shrouding that predicts FX dealers will shift among three pricing strategies over time within individual client relationships. We conduct an extensive econometric analysis of the complete FX trading record of a mid-sized global custody bank over one calendar year. The data provide support for all ten of the shrouding model's testable hypotheses.

Evaluation of a novel communication and consultation skills model (WISE COACH) on dog owner perceptions of veterinarians and projected spending on veterinary care.

To assess the impact of a novel communication and consultation skills model (WISE COACH [WC]) on dog owner perceptions of veterinarians and projected spending on veterinary care. 1,200 US dog owners who had visited a veterinarian within the prior 18 months. Video recordings of 2 staged client consultations were made, with the veterinarian following the WC recommendations in one video and not following them in the other (control). Participants were randomly assigned to view one of the videos and completed an online survey to assess their perceptions and projected spending. Qualitative responses were coded to identify themes. The veterinarian was rated significantly higher in the WC video than in the control video for the characteristics first impression, skilled and knowledgeable, cares about me, cares about my pet, and communicates clearly, and was rated significantly lower for the characteristic rushed or abrupt. Participants who viewed the WC video were significantly more likely to follow the veterinarian's recommendations, return to see the veterinarian, and recommend the veterinarian. They were also approximately 1.4 times as likely to approve the full recommended treatment plan, and their projected total spending was approximately 15% higher than projected spending for participants who viewed the control video. Results showed improved client perceptions, client retention, quality of patient care, and financial metrics when the veterinarian followed the WC recommendations. Further study is needed to determine whether this model may also improve veterinarian well-being by improving client relationships and decreasing resistance to recommendations.

Sustaining sexual and reproductive health through COVID-19 pandemic restrictions: qualitative interviews with Australian clinicians.

The sexual and reproductive health care of people with HIV and those at risk of HIV has largely been delivered face-to-face in Australia. These services adapted to the coronavirus disease 2019 (COVID-19) pandemic with a commitment to continued care despite major impacts on existing models and processes. Limited attention has been paid to understanding the perspectives of the sexual and reproductive health care workforce in the research on COVID-19 adaptations. Semi-structured interviews were conducted between June and September 2021 with 15 key informants representing a diverse range of service settings and professional roles in the Australian sexual and reproductive health sector. Inductive themes were generated through a process of reflexive thematic analysis, informed by our deductive interest in clinical adaptations. The major adaptations were: triage (rapidly adapting service models to protect the most essential forms of care); teamwork (working together to overcome ongoing threats to service quality and staff wellbeing), and the intwined themes of telehealth and trust (remaining connected to marginalised communities through remote care). Despite impacts on care models and client relationships, there were sustained benefits from the scaleup of remote care, and attention to service safety, teamwork and communication. Attending to the experiences of those who worked at the frontline of the COVID-19 response provides essential insights to inform sustained, meaningful system reform over time. The coming years will provide important evidence of longer-term impacts of COVID-19 interruptions on both the users and providers of sexual and reproductive health services.

Implementation of a Psychosocial Support Intervention for Adolescents on Antiretroviral Treatment: Challenges and Experiences from Ehlanzeni District, South Africa.

Adolescents living with HIV (ALHIV) need support from family, peers and health workers to remain on antiretroviral therapy and achieve and sustain viral suppression. This paper qualitatively explores the implementation of a psychosocial support intervention (PSS) in five primary health care facilities in the Ehlanzeni district, South Africa. Data were collected through key informant interviews and focus group discussions with ALHIV on ART. Data analysis employed inductive thematic analysis. Informed consent was obtained prior to all data collection. The PSS intervention facilitated full disclosure of HIV status to adolescents, supported treatment adherence through health education, peer support, health care provider- and client relations, and quick access to health service delivery. However, COVID-19 restrictions and regulations challenged the implementation of the intervention. The PSS intervention showed promise to support adolescent’s adherence and retention in care. We recommend innovative approaches to account for systemic disruptions, as evidenced by the COVID-19 pandemic.

Application of management information systems to improve customer relationship in Morrisons

Reason Continuously, client relationship the board (CRM) is being viewed as a key, process‐oriented, cross‐functional, value‐creating for buyer and dealer, and a technique for achieving pervasive financial execution. In any case, there is a prerequisite for a more exhaustive viewpoint on cross‐functional as it associates with CRM. The inspiration driving this paper is to portray a full-scale level cross‐functional viewpoint on CRM and give a development to regulating business‐to‐business associations with co‐create worth and addition financial backer regard. Plan/method/push toward to recognize the sub‐processes of CRM at the indispensable and practical levels as well as the activities that contain each sub‐process, focus gathering gatherings were coordinated with pioneers from an extent of organizations. The middle social events were improved with visits to associations perceived in the middle get-togethers as having the most moderate CRM practices. Revelations The investigation achieved a framework that bosses can use to execute a cross‐functional, cross‐firm, CRM process in business‐to‐business associations. Moreover, it should be important to expert's enthused about broadening their viewpoint on CRM. Research obstructions/ideas the investigation relies upon focus social occasions with pioneers in 15 associations tending to nine endeavors and different circumstances in the store network including retailers, vendors, makers and suppliers. While all associations had overall undertakings, only one was based past the USA. Eventually, the design has been presented in boss classes in North and South America, Europe, Asia and Australasia with extraordinarily certain analysis. Suitable implications the framework can be used by managers. The point of view on CRM presented incorporates all business capacities which expands the continuous thinking in the exhibiting composing. Imagination/regard the most broadly perceived point of view on CRM incorporates less business abilities than the one recognized in this assessment.

Совершенствование подготовки женщин к материнству в условиях перинатально-психологических центров

The article aims at solving a vital issue of population growth in Russia. In this sense, the authors point out the necessity of providing medical and psychological support to pregnant women to prepare them for childbirth. For health practitioners, psychologists, and clients to work with expectant mothers successfully the article has given a rationale for creating an autonomous department at policlinics, maternity hospitals, or sanatoriums – that is a neonatal and psychological center. The authors have suggested their conception of the term, described the mission of neonatal and psychological centers, determined the content of client relationship, worked out and substantiated a practice oriented theoretical model including organizational, subject-action, reflexive and evaluative components.

Leveraging management information systems in customer retention: the case of Tesco

Web and data set advances empower advertisers to gather perpetually broad data on their clients' necessities, inclinations and past ways of behaving, yet advertisers frequently guarantee that they are tested to take full advantage of the data. Regardless of the significant writing on market data use, the subject of client data has gotten restricted consideration from promoting analysts. Does the age and utilization of client data prompt more significant levels of consumer loyalty and worked on firm execution? Also, do these connections hold as a rule, or are there any conditions under which these connections are unique? We try to address this hole in the writing by I) fostering the client data the board build and ii) concentrating on the impacts of client data the executives on consumer loyalty and firm execution. In this paper, we likewise look at the directing impacts of a company's client surroundings on the connection between client data the board and consumer loyalty and execution separately. Information from a public study of 218 promoting leaders offers solid help for a positive connection between client data the executives and consumer loyalty and firm execution that is hearty to settings portrayed by differing levels of client heterogeneity and client relationship power. In total, this exploration proposes that client data is an information resource that can be utilized to work on firm execution.

Is Organic Food Good for Health and the Environment?

Global organic food consumption has increased significantly in the last decade. Organic product agriculture is a one-of-a-kind technique that strikes a balance between environmental sustainability and consumer safety by developing a good client relationship with the end customer or consumer group. According to environmental studies, organic farming is less damaging to the environment than traditional agricultural methods. Recent studies show that customers who eat organic foods have lower pesticide exposure, which results in fewer human diseases. Organic food has more nutrients. However, the evidence to support this is lacking, and no well-designed human study has shown any direct health benefits or disease prevention benefits from consuming organically produced food. Furthermore, some researchers mention that for some types of plants, the nutrients in the case of conventional products were better. This study aims to identify the benefits of organic foods over conventional foods and consumers' beliefs about health and environmental benefits associated with organic foods. Secondary data for this research have been gathered from different international journals and the Internet, utilizing information from a variety of scholarly publications. The author addresses the present state of organic farming, as well as the benefits and disadvantages of consuming organic and conventional food,. The article has also investigated the effects of organic and conventional food production on both health and the environment.

Risk Information Management and Social Media Platforms: A Strategic Agility of Local Governments to Prevent the COVID-19 Pandemic

This study aims to analyze risk management information models, differences in information on social media, and local governments' strategic agility during the COVID-19 Pandemic. The method in this study uses qualitative content analysis and the Nvivo-12 Plus analysis tool. Based on data analysis, risk information through social media has not built a stronger client relationship between government and society. Information content uses videos, pictures, short news, the news itself, and news from other media. The local government's Facebook account's social media functions are divided into three categories: First, providing information related to the spread of the pandemic. Second, the reporting situation, this category conveys information about the condition of government activities, building personal branding in the form of assisting; this function can take the form of overcoming COVID-19 through the provision of disinfectants, use of sanitizers, and providing health education. Third, dialogue related communication, risks, health standards, and public services, as a campaign to be aware of the surrounding conditions. The implication is that strategic agility consisting of sensitivity, leadership unity, and resource fluidity is important.

Clinical perspectives on delivering a Positive Behaviour Support intervention for challenging behaviours following acquired brain injury

ABSTRACT Challenging behaviours are distressing sequelae for people with acquired brain injury (ABI) and their families. Positive Behaviour Support (PBS) is a collaborative approach focussing on improving quality of life for individuals with ABI presenting with challenging behaviours. This qualitative study explored clinicians’ experiences of a 12-month intervention (PBS+PLUS) for adults with ABI and their family/carers. Semi-structured interviews were conducted with eight clinicians trained in neuropsychology (n = 5), occupational therapy (n = 3), speech pathology (n = 2), with two clinicians trained in two of these disciplines. Interviews were analysed through reflexive thematic analysis. Three themes were identified: Shifting clinical identity; Working as equals; Adapting to the environment. Participants experienced PBS+PLUS as a difficult approach to learn but one which enhanced overt client communication and comfort with their clinical fallibility. PBS+PLUS involved giving clients equal status in the clinician–client relationship which for some clients and families was challenging. Finally, PBS+PLUS was perceived as problematic to implement in some work settings (e.g., involving high staff turnover). Clinicians’ recommendations for future implementation included thorough training and supervision and early setting of client expectations. With increasing interest in PBS to address challenging behaviours after ABI, these findings will guide PBS+PLUS translation for community clinicians.