Client Relationship Research Articles

The change process questionnaire (CPQ): A psychometric validation

AbstractTracking therapeutic processes and outcomes session to session, known as feedback‐informed treatment (FIT), has shown many significant benefits for systemic family therapists. However, more clinically useful FIT measures are needed in our field. In response, we conceptualize core dimensions of the therapeutic change process and propose a measure—the Change Process Questionnaire (CPQ)—based on some of those dimensions to provide a clinically useful FIT measure. Developed as a 25‐item measure, this study evaluated the measure's psychometric properties, resulting in a refined version with 18 items organized into four subscales (client relationships, client well‐being, therapist regard, and therapeutic effect) that demonstrate some alignment with core dimensions of the change process. In this article, we provide a preliminary overview of the CPQ's psychometric validity and potential to contribute to the therapeutic change process and its accompanying scholarly literature.

Digital Technologies in Client Relationships: Juxtaposing Organizational and Management Perspectives with Insights from Addiction Counseling Research

Digitalization is fundamentally reshaping the professional–client relationship and altering how professional services are organized, delivered, and used. However, understanding successful relationship-building practices in the digital era remains underdeveloped. We aim to address this gap in the following three steps. First, we map how digital technologies affect the professional–client relationship by reviewing the generalist organizational and management literature to identify four key contextual aspects as well as eight critical themes in that regard. Second, we identify critical generic practices to orchestrate professional–client relationships by reviewing leading addiction counseling research (a domain with indicative, sophisticated, and pertinent professional–client relationships). Thirdly, we juxtapose, synthesize, and consolidate the findings of the first two steps in a conceptual model that serves as a map to outline a future research agenda. We demonstrate our reasoning and the usability of the map by outlining four key tensions for future research in that regard.

Analysis of the Digital Transformation Path of Chinese E-commerce Companies

Digital technology has revolutionized China’s e-commerce sector, changing company operations and client relationships. This article analyzes the impact of digital transformation on online purchasing patterns. This article concentrated on the important of cloud computing, AI, and big data have become essential to online retail tactics. Digitalization is fueling economic development and innovation in China as its digital economy grows and impacts GDP. Digital technologies enable e-commerce and other industrial sectors to interact easily, improving operational efficiency and market reach. Moving from isolated firm models to connected platforms is a sign of a more responsive and integrated economy. This integration fosters a value model of co-creation in which stakeholders (including companies) collaborate to develop product and service offerings, improving customer experience and operational productivity. The route to digital maturity is not without challenges. E-commerce companies struggle with inefficient logistics, costly digital transformation, and a dearth of competent digital workers, as this study shows. Companies must make dramatic organizational and technological adjustments to overcome these constraints and maximize digital technologies. The analysis concludes that China’s e-commerce market will depend on enterprises’ digital adoption. E-commerce enterprises must embrace ongoing learning and development and remove digital integration barriers to compete in today’s dynamic online industry. The study illuminates digital transformation and how it will impact e-commerce.

Exploring Alternative Revenue Models for Construction Consulting Firms in the Digital Era

The AEC industry, including construction consulting, is experiencing digitalization through technologies like Building Information Modeling (BIM), impacting firms’ business models. The traditional hourly-based model does not align with shortened project timelines driven by digitalization, design automation, and product-based approaches. This study uses a case study approach and explores and evaluates four selected alternative revenue models (freemium, subscription, out-come-based, and performance-based) for value creation using a digital tool developed by the consulting firm. The freemium model enhances market reach but requires a high conversion rate. The subscription model offers steady recurring revenue and supports client relationships. Out-come-based and performance-based models link payments to client outcomes and performance metrics, fostering efficiency and competitive advantages. The study identified multiple target markets for this tool and emphasized the importance of a portfolio revenue model to meet specific client needs in the digital era. Implementing alternative revenue models aids return on investments and avoids the digitalization paradox. Construction consulting firms must adeptly manage these models’ complexities to address diverse client needs and leverage digital transformation opportunities.

Future of knowledge management in investment banking: Role of personal intelligent assistants

Purpose: The study’s objective focuses on investigating the involvement of Personal Intelligent Assistants (PIAs) in the Knowledge Management Process (KMP) in Investment Banking Companies leading to Industrial Revolution 5.0 leading to effective Organizational Knowledge Management. Design/Methodology: A Self-administered Survey Questionnaire was circulated to 695 employees of Investment Banking Companies operating in Bangalore, Mumbai, Delhi, Hyderabad, Chennai, and Pune using the Cluster Sampling method. The Covariance-based Structural Equation Modelling (CB-SEM) and Gradient Boosting Regression technique of Machine Learning were used to validate the hypothesis through JASP V.18 Software. Knowledge Creation, Knowledge Sharing, Knowledge Retrieval, Knowledge Application, and Organizational Knowledge Management are the crucial constructs considered in the study. Findings: The results revealed that Knowledge Application is the most influencing factor in effective organizational Knowledge management among the Investment Banks followed by Knowledge Sharing. It also emphasizes that they have a weak Knowledge retrieval process and minimal efforts taken to create knowledge within these banks. Implications: The PIAs can facilitate effective Data Analysis and research in managing vast data eliminating the repeated tasks in portfolio reconciliation and offering personalized recommendations to manage portfolios. It enables in compliance, risk management, client relationship management, real-time monitoring and leveraged decision-making through predictive analysis.

Substitution of care through the eyes of Dutch health insurers: a qualitative study

Abstract Objectives The objective of health policy measures in the Netherlands is to promote the substitution of care from hospitals to general practitioners (GPs), with reimbursement facilitating this shift. Given that health insurers are tasked with healthcare reimbursement in the Netherlands, understanding their experiences regarding care substitution is crucial. Methods First, informal interviews were held with employees from the Dutch Ministry of Health, Welfare and Sports, the National Health Care Institute and the Netherlands Institute of Health Services Research to construct the topic list. Then, we conducted semi-structured interviews with 15 employees from 7 health insurers, including healthcare purchasers, strategists, client relations executives, and business analysts, between February and April 2024. Transcripts were analyzed in MAXQDA by two researchers, after member checking. Results Insurers navigating substitution face a complex interplay of competition and collaboration, lacking a comprehensive framework. Long-term agreements with hospitals and GPs are seen as potential solutions, contingent on building trust. Diverse views on insurers’ roles emerge, from passive reimbursement to active infrastructure support. Budgetary constraints vary, with some insurers feeling constrained by national budgets for GPs and hospitals while others perceive more flexibility. Risks equalization and deductibles are identified as hindrances to substitution efforts, necessitating changes in financial incentives. Conclusions Overall, addressing these complexities requires aligning incentives and balancing collaboration and competition to optimize resource allocation to effectively meet evolving healthcare needs. A comprehensive framework to balance collaboration and competition might be helpful. Key messages • Understanding insurers’ views on care substitution is vital for healthcare policy in the Netherlands. • A comprehensive framework is needed to balance collaboration and competition, aligning incentives effectively.

The Role of Empathy in Social Work: Effects on Job Satisfaction and Client Success

This study examines the role of empathy in social work, focusing on its impact on job satisfaction and perceived client success. Using a sample of 150 social workers, we employed a Likert-scale questionnaire to measure empathy, job satisfaction, and client outcomes. The results revealed significant positive correlations between empathy and both job satisfaction (r = 0.72, p < 0.01) and perceived client success (r = 0.68, p < 0.01). These findings highlight the importance of empathy not only in fostering strong client relationships but also in enhancing the professional well-being of social workers. However, the study also emphasizes the need for balance, as excessive emotional involvement may lead to compassion fatigue. Future research should focus on longitudinal studies and objective measures of client success to further investigate these relationships.

Service language and small talk: differentiating genuine from mundane in B2B contexts

PurposeThis study examines the role of genuine small talk in business-to-business (B2B) communication through the lens of service language. By exploring and distinguishing genuine and mundane small talk, the research elucidates the impact of sincere, empathetic interactions on value co-creation and relational dynamics within the B2B contexts.Design/methodology/approachEmploying an abductive qualitative research strategy, we conducted semi-structured interviews with 25 B2B professionals from Australian and Indonesian multinational corporations. Data analysis involved descriptive coding and thematic analysis, supplemented by network view strategies to visualize interrelations within the dataset.FindingsThe study finds that genuine small talk, characterized by sincere and contextually relevant exchanges, enhances relational enrichment, customer satisfaction and long-term loyalty in B2B interactions. Participants highlighted the importance of empathetic communication and personalized conversations in building trust and rapport. Conversely, mundane small talk, marked by superficiality, was found to erode trust and diminish the quality of client relationships. These insights underscore the critical importance of integrating genuine small talk into communication strategies to foster enduring business relationships and enhance overall service effectiveness.Originality/valueThis study contributes to the service literature by exploring the notion of genuine and mundane small talk in B2B communication, grounding them in service language perspective. It provides novel insights into the verbal and non-verbal elements of genuine small talk, offering practical implications for enhancing B2B negotiation strategies.

School Counsellors, Values Learning, and The New Zealand Curriculum

The writer reports on a professional development workshop with a group of 16 school counsellors, which explored how their counselling work with students related to values learning. They found that counselling with students frequently, even typically, involves helping the students to develop the value thinking abilities outlined in The New Zealand Curriculum (Ministry of Education, 2007). The wide variety of therapeutic approaches that counsellors employ is illustrated. The distribution of power in the counsellor–client relationship is also explored, along with its effects for the learning environment in the counselling room. This study will be useful to school counsellors, teachers, and school leaders who are interested in ways in which the counselling room is a location for values learning, and how the distinctiveness of that learning environment can be protected and enhanced.

D’ROOM Designer Professional Solution: Utilizing Digital Applications to Navigate the Gig Economy for Financial Well-being

In an era marked by the rapid evolution of the gig economy, financial well-being has become an ever- elusive goal for many independent professionals. The D’ROOM Designer Professional Solution emerges as a pioneering innovation designed to address this pressing concern. This digital application offers a transformative approach to navigating the gig economy while prioritizing financial well-being. D’ROOM Designer Professional Solution recognizes these challenges and presents a comprehensive solution. By leveraging the power of digital technology, it empowers designers and other gig workers to secure their financial future. This innovative application combines user-friendly features with a robust support system, creating a unique platform tailored to the needs of gig professionals. Key features of the D’ROOM Designer Professional Solution include: Financial Planning Tools: The application offers a suite of financial planning tools, enabling users to set financial goals, create budgets, and track income and expenses. It provides insights and recommendations to optimize earnings. Client Management: Simplifies client relationship management by offering a centralized platform for communication, project tracking, and invoicing. This streamlines business operations, enhancing efficiency and client satisfaction. Resource Hub: The application provides access to a curated resource hub, offering educational content, industry insights, and skill development opportunities. This empowers gig workers to continuously enhance their skills and stay competitive. well-being and Privacy: Prioritizes data well-being and privacy, ensuring that sensitive financial and client information remains confidential and protected. Community Support: Users can connect with a vibrant community of fellow gig professionals, sharing experiences, advice, and best practices. The D’ROOM Designer Professional Solution aims to revolutionize the gig economy by fostering financial well-being and professional growth. By providing gig workers with the tools and resources they need to thrive, it empowers them to navigate the gig economy with confidence. This innovation not only improves the financial well-being of independent professionals but also strengthens the overall resilience of the gig economy itself. As we move forward in this ever-changing work landscape, D’ROOM Designer Professional Solution stands as a beacon of innovation, offering a brighter and more secure future for gig workers in the digital age.

Co-Design Model of Support for Child and Family Health Nurse Practice with Culturally and Linguistically Diverse Families

Culturally and linguistically diverse (CALD) mothers with young children face multiple inequities in accessing primary health services, such as language barriers, social isolation, low health literacy, and the availability of appropriate interpretation services. These inequities are persistent and indicate that child and family health nurse (CFHN) services, the providers of primary healthcare in many developed countries, require better support to address the needs of these families. This study engaged with CFHNs and healthcare interpreters to co-design a model of support for practice using workshops that included individual and collective brainstorming and visual representations. Transcripts of the discussion were analysed using thematic analysis. CFHNs and interpreters were able to articulate their perfect service model: a central multidisciplinary team of CFHNs, interpreters, and bilingual educators who could facilitate nurse–interpreter and nurse–interpreter–client relationships, allowing CFHNs and interpreters to do their jobs properly. This central structural component would support and be supported by rapport, trust, client choice and access, continuity of care, and cultural comfort. The study concluded that CALD mothers’ access and engagement require CFHNs to have support for their cultural comfort through the mechanism of bilingual educators and the expansion of healthcare interpreters’ role and scope in working with CFHNs in the delivery of services.

The Challenger's Social Skills: Bengkalis Panglong Business

This article focuses on the social skills possessed by the challengers, in this case, charcoal panglong (a place for wood processing and charcoal production) owners, entrepreneurs, and their workers who are able to survive the regulations on the utilization of mangrove forests. The battle in this field began in the days of the Dutch government. The purpose of this study is 1) to reveal how the contestation of stability and change in the charcoal panglong business in Bengkalis. 2) to analyze the social skills possessed by the owner of the charcoal panglong and his workers, hereinafter referred to as challengers, in maintaining the existence of his business until now. The ability to maintain the charcoal panglong business and its business existence. A series of research studies using a qualitative approach, using interviews and observations, were conducted by the author to reveal a series of strategic action fields in the forestry business. The findings obtained show that challengers have always competed with incumbents (mangrove forest policies and regulations) and governance units for a long time. This field contestation has occurred since 1853, starting from the time the Dutch government established a panglong in Bengkalis to meet the demand for wood and charcoal from Singapore and Malaysia. The challenger always maintains its business existence by fulfilling all obligations as a holder of a community forest license granted by the president and also as a charcoal export license holder to Malaysia; of course, to meet these export needs, another skill it has is maintaining a stable supply of charcoal for export. The patron client relationship is one of the challenger's skills in maintaining good relations with the local community and its workers. The market field analysis using Fligstein and McAdam's Field Theory of Strategic Action Field (SAF) helps explore the elements of social skills in SAF so that the structure of stability and change in the forestry charcoal panglong business arena can be illustrated more clearly.

Navigating suicidality: swedish social workers’ approaches to identifying and supporting suicidal clients

ABSTRACT This study examines how Swedish social workers across various social work agencies identify and support suicidal clients. Thematic analysis of interviews with seven social workers reveals a reliance on strong client relationships and past experiences with suicidal clients. The social workers consistently assess severity of suicidal intent in clients. Despite variations in roles, social workers generally express comfort in dealing with suicidal clients by using intuition, discretion and professional and organizational logics to support suicidal clients in personalized ways. The exercise of professional discretion and interventions varies based on roles, work conditions, and relationships with suicidal clients. Notably, social workers in addiction recovery outpatient care exhibit a high degree of discretionary power, while youth treatment workers in residential care units prioritize continuity of care, involving psychiatry when needed. Case workers often view psychiatry as responsible for decisions about suicidal clients and routinely refer them to psychiatric care.

Non-legal forms of financial activity in the context of the development of the concept of a “service state”

Taking into account the development of the concept of the “service state”, it is proposed to analyze the possibility of defining illegal forms of financial activity of the state. Foreign and domestic science consider the organizational activities of the state by building client relations between the state and society using various information technologies that allow providing state and municipal services. In this regard, it is appropriate to talk about the services provided related to the financial sector. The author concludes that: a) although the legal forms of financial activity of the state are predominant, nevertheless, non-legal forms are developing in the context of digitalization of public administration; b) non-legal forms of financial activity of the state should include: the portal of public services of the Russian Federation; a unified information system in the field of procurement; personal account of the taxpayer; unified portal of the budget system of the Russian Federation “Electronic budget”.

Competitive advantage and sustainability in Ghanaian microfinance institutions: the mediating role of strategic capabilities

This study explores the effect of competitive advantage on sustainability within Ghanaian microfinance institutions (MFIs), emphasizing the mediating role of strategic capabilities. We conducted a quantitative analysis using survey data from 500 managers representing 150 MFIs in Ghana, analyzed through structural equation modeling. Our findings indicate that competitive advantages and strategic capabilities have a positive significant influence on MFI sustainability. Additionally, strategic capabilities were found to mediate the relationship between competitive advantage and sustainability within Ghanaian MFIs. This study expands the theoretical framework by incorporating cost differentiation, pricing strategy, focus strategy, market strategy, efficient operations and risk management, innovation in product offerings, target market considerations, and client relationship management. We highlight how MFIs can maintain competitiveness through technology, partnerships, training, career development, and knowledge transfer. This mediated relationship underscores the crucial role of strategic capabilities in achieving sustainable operations. The study provides a conceptual framework for understanding MFI sustainability and offers a roadmap to enhance competitive advantage. By integrating elements from the competitive advantage theory and extending the resource-based view theory, this research contributes to the existing knowledge by clarifying the connections between competitive advantage and sustainability in the context of MFIs. Furthermore, the study addresses the dynamics of competitive advantage, strategic capabilities, and sustainability in a context with limited research. It offers practical implications for policymakers and practitioners, providing insights that can inform targeted interventions to enhance capacities and foster sustainability in the microfinance sector.

Female Victims of Firearm Intimate Partner Violence: Characterization and Lethality Predictors.

Objective: To characterize the sociological risk factors for firearm intimate partner violence (IPV) among women in Texas, with a focus on lethal predictors to aid in screening and intervention guidelines. Methods: A retrospective medical and forensic chart review was conducted and supplemented by news sources, public police reports, and court records on firearm cases in Houston, TX, from 2018 to 2020. IPV was defined as a cis-gendered female victim of firearm violence from a current or ex-intimate partner. Non-IPV was defined as cis-gendered female victims of firearm violence from strangers, friends/acquaintances, gang, client, or similar relationships. Numeric variables were compared using the Wilcoxon rank-sum test and reported as median [Q1, Q3]. Categorical variables were compared using Fisher's exact test and reported as count (%). Results: A total of 102 cases of IPV were identified. Nonspousal IPV was more prevalent than spousal (65.7% versus 34.3%). Lethal injuries, older age, home location, and head injuries were more prevalent in the IPV cohort. Older age, spousal perpetrator, home shooting location, and history of prior domestic abuse were associated with lethal IPV. There were 31 cases of murder-suicide. During the COVID-19 pandemic, IPV cases increased by 91.3%, with lethal cases increasing by 57.6%. Conclusion: Risk factors for overall IPV and lethal IPV are not the same; therefore, it is imperative that all women, irrespective of race, age, or relationship status, be screened for IPV and prior domestic violence to allow intervention and prevention of lethal IPV. Patients should also be screened for personal or partner access to firearms as firearm IPV is a highly lethal form of violence.

Strategic Lead Generation and Competitive Positioning for Bid Writing Consultancy Firms

Background The consultancy industry, valued at £18.6 billion, faces evolving challenges and opportunities in the post-COVID era. Consultancy and bid writing firms play a critical role in helping businesses secure contracts and funding, particularly through the preparation of Pre-Qualification Questionnaires (PQQs) and Invitations to Tender (ITTs). Despite the importance of bid writing, there is limited literature on how it can be leveraged for lead generation and business growth. Methods A mixed-methods approach was employed in this study, combining qualitative and quantitative research. Secondary research involved the review of existing literature and data from government databases, internal company records, and published reports. Primary research included surveys and semi-structured interviews with professionals from the Facilities Management and Logistics sectors. A case study of a UK-based bid-writing consultancy was also used to support the analysis. Results The findings highlighted significant knowledge gaps in bid writing among businesses, with only 12.5% of survey respondents expressing confidence in their bid-writing abilities. Despite this, 83.1% showed interest in receiving bid-writing training. The study also revealed that expertise, relationships, and past work are prioritized by businesses when selecting consultancy firms. Additionally, the integration of Artificial Intelligence (AI) in business operations was identified as a key factor for enhancing efficiency and maintaining competitiveness. Conclusions There is a clear opportunity for consultancy and bid-writing firms to address the knowledge gaps in bid writing by offering targeted training programs. Effective networking and a robust social media presence are essential for generating new business leads and maintaining client relationships. Furthermore, integrating AI technologies into business operations can provide consultancy firms with a competitive edge. This study provides actionable insights for consultancy and bid-writing firms to enhance their lead generation strategies and improve their market positioning.

Risks and Opportunities Brought by Artificial Intelligence Empowering the Financial Industry

Intelligent risk management and trade optimization play pivotal roles in the realm of investment banking. Leveraging AI's capabilities, institutions harness vast datasets and machine learning algorithms to detect potential risks and fine-tune trading strategies. This results in more accurate decision-making processes and better risk mitigation measures. Furthermore, AI enables personalized customer service and precise market forecasting, elevating client satisfaction levels and enabling the anticipation of market trends with greater precision. Tailored services foster stronger client relationships, driving long-term partnerships and loyalty. In addition to enhancing operational efficiency and client satisfaction, AI drives innovation and development within investment banking. This includes the introduction of intelligent advisory services and the implementation of digital perception systems, revolutionizing traditional banking practices. However, the integration of AI also presents challenges such as data privacy concerns, regulatory compliance issues, the need for talent cultivation, and organizational transformation. Looking ahead, the future of investment banking is expected to witness increased AI adoption, leading to higher levels of intelligence, more sophisticated learning techniques, and collaborative innovation across the industry. This trajectory promises to reshape the landscape of investment banking, creating new opportunities for growth and advancement.

OVERCOMING THE ARCHITECTURAL AND CONSTRUCTION MANAGER’S PROFESSIONAL AND PSYCHOLOGICAL ACADEMICISM TOWARDS CLIENTS: PROBLEMS AND SOLUTIONS

The study is devoted to the problem of the overcoming of the professional and psychological academicism of the manager of the architecture and construction industry when dealing with clients. The term “manager’s psychological academicism” is defined as a manager’s readiness and competence in the field of interaction with clients and partners, combining professional management aspects with psychological knowledge and skills. The authors of the study stress that in order to overcome the psychological academicism of a manager, it is necessary to have an understanding of the psychological characteristics of clients, to be able to perceive their needs and expectations, and to adapt personal communication strategies in accordance with clients’ requirements. Particular attention is given to the ability to listen, understand and communicate effectively with clients, as well as building trust and positive relationships with them. In addressing the issue of psychological academicism, the key aspects of emotional control and emotional intelligence are discussed. The paper also highlights the importance of negotiation skills and adaptation to clients’ cultural characteristics and values for successful co-operation. Thus, the key to successful collaboration and achievement of business goals is the development of psychological academicism in the interaction of the architect and construction manager with the client. Recommendations for overcoming psychological academicism will help managers improve service quality, build trust and achieve success in their work, such as developing empathy, communication skills, cultural awareness, conflict management and building positive relationships. This approach will contribute to the creation of a positive working environment, the promotion of charismatic leadership and the increase in the effectiveness of projects in the architecture and construction industry. To sum up, overcoming psychological academicism is an important component of successful leading and working in a manager’s professional life. Overcoming psychological academicism will contribute to the successful implementation of projects and improve client relations, which will help to strengthen the market position and develop the business.

Identifying obstacles to evaluating business intelligence in Micro-Small Apparel Enterprises: a case study in Durban, South Africa

The escalating financial burdens faced by the Small Medium and Micro Enterprise (SMME) sector necessitate a perpetual pursuit of enhanced managerial efficacy. For enhanced financial management, client relationship management and inventory control, it is necessary for businesses to utilise various technologies and methodologies. One approach involves the utilisation of business analytical technologies, such as Business Intelligence (BI). Business Intelligence (BI) serves as a valuable tool for enterprises, aiding in the examination and interpretation of data to facilitate informed decision-making processes aimed at enhancing overall business efficacy. The eThekwini region encompasses a significant presence of micro-small enterprises within the apparel manufacturing and retail sector. The primary aim of this research was to identify and analyse the many issues that hinder the evaluation of business intelligence (BI) in micro-small apparel enterprises located in Durban, a city in Kwa-Zulu Natal, South Africa. A cross-sectional quantitative study was undertaken to examine a cohort of 161 small apparel business owners. The participants were chosen through the utilisation of a judgemental sampling technique. The data was gathered through the utilisation of anonymous questionnaires. The data was analysed by utilising multiple linear regression analysis to determine the characteristics that hinder the evaluation of business intelligence (BI) in the small apparel industry. The study employs the Technology-Organisation-Environment (TOE) framework as its conceptual framework. The researcher identified several obstacles that hinder the evaluation of business intelligence in micro-small textile enterprises in South Africa. These factors include perceived relative advantage, cost, organisational data environment, organizational decision-making culture, and external support. However, there are numerous governmental institutions that are intended to provide support for micro-small companies. Therefore, it is recommended that these institutions establish training initiatives aimed at educating apparel SMMEs on BI. The implementation of target-driven training has the potential to significantly contribute to the achievement of vision 2030 for fostering the growth of small, medium, and micro enterprises (SMMEs) to enhance the South African economy.