Human Service Providers Research Articles

Inadvertent construction of inequality by digital media: Conceptualizations via the international classification of functioning

ABSTRACT This paper posits that the concept of ability acts as a confounder in digital media discourse, potentially contributing to persistence of classism and economic inequalities to the detriment of social outcomes. The International Classification of Functioning (ICF) is used as a theoretical framework, with the objective of interrogating the discursive concept of ability in digital media discourse and coding of class. Social structures and other environmental structures emerge as critical to impair ability, although historically media discourse – including scientific literature – have emphasized personal factors including existing marginalizations such as race, ethnicity, or gender. Marginalization arising from existing social structures and other environmental structures, therefore, interacts with digital media to construct ideologies surrounding class in relation to the symbolic annihilation of other forms of intersectional marginalization. The concept of structural polarization is proposed via assessment of a British framework on media stereotypes, applied to demonstrate how media discourse around marginalization can result in social stratification regardless of intent. With tremendous positive potential for digital media to be applied in social work advocacy, community empowerment, and direct provision of essential human services, twelve considerations are organized into a preliminary conceptual framework – toward supporting future media in minimizing outcomes associated with inadvertent disempowerment.

Antibiotic prescription, dispensing and use in humans and livestock in East Africa: does morality have a role to play?

Antimicrobial resistance (AMR) is a global threat to human and livestock health. Although AMR is driven by use of antimicrobials, it is often attributed to "misuse" and "overuse", particularly for antibiotics. To curb resistance, there has been a global call to embrace new forms of moral personhood that practice "proper" use, including prescription, dispensing and consumption of antimicrobials, especially antibiotics. This paper seeks to reflect on complex questions about how morality has become embedded /embodied in the AMR discourse as presented in the data collected on antimicrobial prescription, dispensing and use in human and livestock health in Tanzania, primarily focusing on antibiotics. This reflection is anchored on Jarrett Zigon's morality framework that is comprised of three dimensions of discourse; the institutional, public, and embodied dispositions. The data we use within this framework are derived from a qualitative study targeting human and animal health care service providers and community members in northern Tanzania. Data were collected through 28 in-depth interviews and ten focus group discussions and analysed through content analysis after translation and transcription. In addition, a review of the Tanzania's National Action Plans on antimicrobial resistance was conducted. Application of the framework demonstrates points of convergence and divergence in the institutional morality discourse articulated by the Tanzania National Action Plans, the public discourse and the embodied dispositions/ lived experiences of human and animal health care service providers and community members. We demonstrate that AMR is not just associated with "inappropriate" behaviour on the part of drug prescribers, dispensers, and users but also with shortcomings in health systems and service delivery. Antibiotic dispensing and use practices that may be associated with the development of AMR should not be viewed in isolation from the broader health context within which they occur.

The Impact of Consumer Socioeconomic Status on Their Preferences for Human Versus Robot Service Agents in Luxury Shopping Contexts

ABSTRACTService industries are increasingly utilizing service robots to substitute or collaborate with human service providers. Extant literature mainly focuses on studying the usability of service robots and found that consumers with high socioeconomic status (SES) have an advantage in adopting new technology, given their high educational level and abundant resources. However, little research has paid attention to the psychological preference of low SES consumers when facing the choice of service robots and human service agents. This research investigates how consumers' SES influences their concerns and expectations when facing interpersonal interactions in services and, in turn, affects their preferences for service agents (robot vs. human). Across four studies, we found that low SES consumers are more concerned of being evaluated by human service agents in luxury shopping contexts, leading to the preference for interacting with service robots. In contrast, high SES consumers display a higher expectation of receiving preferential treatment from human service agents, but it does not increase high SES consumers' preference for human service agents over service robots. Furthermore, we found that varying the service environment (i.e., a store located in a neighborhood matches with low SES consumers' status) attenuated low SES consumers' preference for service robots. This research offers novel insights for marketers' use of service robots to promote consumer experience and well‐being.

Understanding the Challenges in the Anti-Human Trafficking Movement in Florida

Florida ranks third in the United States for prevalence rates of human trafficking, but there are still clear gaps in the way we address human trafficking in terms of prevention, intervention, and treatment. To better understand the gaps in services for human trafficking survivors from the perspective of the providers who serve them, we conducted in-depth interviews with anti-trafficking stakeholders in Florida. This comprehensive gap analysis helped shed light on the areas needed to effectively assist human trafficking survivors. This article presents literature on the scope of human trafficking and victim service provision, followed by a presentation of the current study, its methodology and results, and concludes with a discussion of the general implications of these findings as well as practical applications of the results of this study.

Treating Employees With Dignity, Respect, and Fairness: The Impact on the Quality of Life of People With Intellectual and Developmental Disabilities

Abstract This study examined the impact of human service providers treating their employees with dignity, respect, and fairness on the quality of life of people with intellectual and developmental disabilities (IDD). We analyzed Personal Outcome Measures (n = 3,898 people with IDD) and Basic Assurances (n = 387 providers) data using multilevel logistic regressions. When providers treated their employees with dignity and respect, people with IDD were more likely to have the following outcomes present: health; continuity and security; realize goals; free from abuse and neglect; respect; decide when to share information; housing choice; fair treatment; rights; and choose services. How organizations treat their employees not only affects those employees, but also impacts the quality of life of people with IDD.

Consumer coping during the COVID-19 pandemic: a perspective of fashion shopping

PurposeThe COVID-19 pandemic has brought dramatic life changes to consumers. From the perspective of fashion shopping, this study aims to provide an understanding of how consumers have coped with the pandemic to maintain their physical and mental well-being.Design/methodology/approachUtilizing an observational research method, this study extracted and analyzed text data from Twitter, focusing on fashion consumption-related tweets posted by consumers in May 2020. Content analysis was employed to reveal consumers' coping strategies during the pandemic.FindingsThrough fashion shopping, consumers have employed various strategies to cope with the problems incurred during the pandemic as well as the associated emotional stress. Specifically, problem-focused strategies included both active coping and restraint coping. Emotion-focused strategies included positive reinterpretation, acceptance, mental disengagement and seeking social support.Originality/valueTheoretically, this study provides empirical evidence for the Coping Orientation to Problems Experienced (COPE) Inventory in the context of using fashion shopping as a venue to cope with a pandemic. Managerial implications are also provided for the fashion industry as well as human service providers to better prepare for future public health crises.

Recommendations for uniform terminology in animal-assisted services (AAS)

AbstractThrough the years, the range of services involving animals benefiting people, often described as “animal-assisted interventions” (AAIs), has been plagued with confusing and inconsistent taxonomy, terminology, and definitions. This has caused difficulties for the delineation of roles of service providers, for the recipients of services, as well as for the preparation, training, and expectations of the animals that work in different roles. It can be argued that these difficulties have compromised the development of the field in terms of establishing agreed standards of practice, qualifications, and competencies and adopting good animal welfare practices. It has also likely limited the base of evidence, as search terms used to access studies are not consistent, and study protocols are difficult to compare, lacking uniformity in terminology. Additionally, the current terminology cannot accommodate the expansion and diversification of programs in recent years, which is likely to continue as the field evolves. Establishing internationally agreed upon uniform taxonomy, terminology, and definitions is crucial to more accurately reflect the key features of different approaches, to define the scope and competencies for different service providers and their animals, to provide transparency about services for recipients, and to ensure the appropriate preparation, training, and support of the animals that work with them.The recommendations in this article are the result of an international work group that convened over the course of two years. The umbrella term animal-assisted services (AAS) is proposed, defined as services that arefacilitated, guided or mediated by a health or human service provider or educator, who works with and maintains the welfare of a specially alongside a specially qualifying animal to provide therapeutic, educational, supportive and/or ameliorative processes aimed at enhancing the well-being of humans.AAS are further categorized into three main areas: treatment, education, and support programs. A recommendation for provider-specific terminology is also suggested. The aim of these proposals is to set clear expectations and boundaries for each specialty of practice, without compromising the richness and diversity of each approach. The adoption of this new umbrella term and its categories is intended to improve clarity for all involved in the receipt and delivery of services, as well as for those who study their effects.

BeHERE’s effective virtual training to build capacity to support people who use drugs in non-substance use disorder settings

BackgroundHuman service settings not specifically focused on supporting people who use drugs (PWUD), especially those with a substance use disorder (SUD), such as probation and parole services, homeless shelters, and work re-entry and job training programs, offer a unique opportunity to assist this population and prevent overdose deaths. During the COVID-19 pandemic (pandemic), building capacity in such settings for overdose prevention, harm reduction, and to address barriers to treatment, recovery, and support services required that training vendors use a virtual format. Post-pandemic, virtual training remains a cost-effective and convenient alternative to in-person training. The Behavioral Health and Racial Equity (BeHERE) Training Initiative of Health Resources in Action, which offers eight training modules on prevention, recovery, and harm reduction, delivered 224 online trainings between April 2020 and June 2022.MethodsA mixed methods evaluation based upon the Kirkpatrick Training Evaluation Model was employed, which utilized post-training (n = 1272) and follow-up surveys (n = 62), and key informant interviews (n = 35).ResultsThe findings showed BeHERE’s trainings were relevant, engaging, and satisfying to trainees; increased their knowledge, skills, and confidence; and influenced workplace performance. Some participants also indicated that the training influenced the effectiveness of their work with clients and other staff.ConclusionsThe evaluation identified aspects of training that make a virtual format effective at improving the capacity of non-SUD settings to address substance use and support PWUD. Findings offer insights for those interested in delivery of virtual training, as well as training to influence the practice of human service providers across different settings to support PWUD.

Collection, Storage, and Use of Client Data: Considerations and Recommendations for Human Trafficking Service Providers

ABSTRACT We are a team of university-based researchers who have decades of experience collaborating with multiple community-based human trafficking (HT), domestic violence, and sexual violence programs on research projects. In this paper, we provide recommendations for HT agencies on routine data collection, storage, and use based on our insights from working closely with multiple community-based HT service provider agencies. In this opinion piece, we consider important questions that HT programs face related to data. We present our recommendations as they pertain to three main challenges: (1) Which data to collect, and how; (2) How to store data; and (3) How to analyze data. We include a list of nine routine data elements that HT service providers may prioritize for data collection, a table with eight actionable recommendations, and a short glossary of program monitoring and evaluation terms. The article makes a pragmatic contribution to best practices in HT provider operations and therefore has implications for administrators of HT programs, data personnel at HT programs, and policies related to data, information, technology, and safety for HT program service provision.

Leadership training and just-in-time nudges: A field experiment on the transfer of learning into action

Government agencies use leadership training programs to improve human capital and public service provision. However, existing research ignores how limited cognitive capacity and task overload in the aftermath of leadership training programs can reduce the transfer of learning into action. Integrating insights from behavioral science on choice architecture with research on leadership development, we propose a leadership development model with “just-in-time” implementation nudges. In a field experiment involving 226 Danish public managers and their 4,442 employees, we found that employees perceived their managers as exhibiting more transformational leadership behaviors following our leadership development intervention. The intervention combined classroom training with just-in-time implementation nudges that targeted goal-oriented development dialogues. We also found that these dialogues mediated the treatment effect on transformational leadership behavior. Our results highlight the need to consider choice architectural approaches in designing leadership development efforts in the public sector.

Research on path planning technology of mobile robot in the restaurant scene based on A* and D* algorithm

Intelligent robots have found widespread applications in various fields including medical treatment, industrial production, and social services. These robots are specifically designed to fulfill diverse tasks in different environments, the design and control of these robots play a crucial role in ensuring their efficiency and security. In response to the high demand for fast and convenient service, the catering field is a crucial and promising application field for intelligent robots. This article is primarily focused on the robot in the restaurant scene where the robot could automatically deliver food to the customers, thus reducing the burden on human service providers. In this special environment, the delivery robot must possess the capability to identify its surroundings within the restaurant and autonomously calculate an obstacle-free path from the starting point to the desired destination without colliding with either obstacles or individuals. In this article, the restaurant scene is built in the Gazebo, and map scanning and conversion methods are utilized to enable the robots to recognize the environment effectively. Furthermore, A* and D* algorithms are employed in Python to achieve global and local path planning, respectively, thus validating the feasibility of the methods. The combination of these two algorithms demonstrates a successful path-planning application within the context of a restaurant scene.

The Impact of Human–Chatbot Interaction on Human–Human Interaction: A Substitution or Complementary Effect

Chatbots have been used in various contexts, enabling users to continually increase their trust in human-chatbot interaction (HCI). However, salient theoretical research and risk supervision remain insufficient. It is thus unclear whether HCI generates a substitution effect that threatens human–human interaction (HHI) or a complementary effect that facilitates HHI. Grounded in interdependence theory and trust transfer theory, this study proposes a theoretical model that explains how users’ established trust in HCI can affect their interpersonal communication intention. This theoretical model has been tested in both the task context and the social context. The results show that the effect of HCI on HHI varies in different contexts. In the task context, users prefer to interact only with the better service provider. There is thus a substitution effect of HCI on HHI. Users’ established trust in HCI makes them perceive that chatbot service providers offer more value than human service providers, thereby reducing their intention to interact with the latter. In the social context, users are open to interacting with multiple social partners instead of only the better partner. Hence, HCI has a complementary effect on HHI. Users’ established trust in HCI can also be extended to category-based trust in interaction with other unfamiliar social partners (unfamiliar people), thereby enhancing their intention to interact with unfamiliar people. Accordingly, these findings can enable the formulation of more targeted measures that mitigate the potential risks of HCI for HHI and promote future human-human relationships.

Service design under asymmetric service provider competition: Applications of AI services

Recently, with the advancement of artificial intelligence (AI) technology (e.g. ChatGPT), more enterprises are incorporating AI into their customer service to reduce costs. However, the excessive use of AI technology will also reduce consumers’ satisfaction with services, and finding a balance between high-quality human service and cost-effective AI service is crucial for enterprises. To answer this question, this paper establishes a service competition model in which a service integrator (SI) procures services from an AI service provider (ASP) and a human service provider (HSP), and then combines them to offer integrated services to consumers. The findings reveal that, under certain conditions, the introduction of low-cost AI service by SI may result in increased product price. This occurs because ASP tends to set higher price for AI service to ensure its profitability per unit. When the consumer service sensitivity is moderate, SI can generate greater profits by skillfully designing blended service instead of relying on a single service. HSP encourages SI to adopt some of its competitors’ AI service when the consumer service sensitivity is low, while ASP does the opposite. Interestingly, a win–win scenario emerges, where all competing service providers earn higher profits compared to offering exclusive services, and SI profits and consumer welfare are also higher. In addition, service integration is essential to increase revenue for all parties involved, but the revenue increase is the same regardless of which party performs the service integration.

Utilitarian vs hedonic roles of service robots and customer stereotypes: a person–environment fit theory perspective

PurposeDrawing on person–environment fit theory, this study aims to investigate how the relationships between service task types (i.e. utilitarian and hedonic service tasks) and perceived authenticity (i.e. service and brand authenticity) differ under different conditions of service providers (human employee vs service robot). This study further examines whether customers’ stereotypes toward service robots (competence vs warmth) moderate the relationship between service types and perceived authenticity.Design/methodology/approachUsing a 2 × 2 between-subjects experimental design, Study 1 examines a casual restaurant, whereas Study 2 assesses a theme park restaurant. Analysis of covariance and PROCESS are used to analyze the data.FindingsBoth studies reveal that human service providers in hedonic services positively affect service and brand authenticity more than robotic employees. Additionally, the robot competence stereotype moderates the relationship between hedonic services, service and brand authenticity, whereas the robot warmth stereotype moderates the relationship between hedonic services and brand authenticity in Study 2.Practical implicationsRestaurant managers need to understand which functions and types of service outlets are best suited for service robots in different service contexts. Robot–environment fit should be considered when developers design and managers select robots for their restaurants.Originality/valueThis study blazes a new theoretical trail of service robot research to systematically propose customer experiences with different service types by drawing upon person–environment fit theory and examining the moderating role of customers’ stereotypes toward service robots.

The blame shift: Robot service failures hold service firms more accountable

This article reports findings from four studies examining blame attribution following service failures perpetrated by frontline robots or human service providers. Findings show that when human service providers make mistakes, customers blame the human employees, but when robot service providers make the same mistakes, they blame the associated firm instead. Perceptions that robots lack controllability over their actions mediate the negative spillover effect on firms. Robot humanness and type of intelligence appear to moderate the effect. That is, when robots are highly humanized or have analytical intelligence, participants perceive that the robots have high controllability and therefore blame them as if they were humans. In contrast, robots that are non-humanized or show mechanical intelligence are perceived as lacking controllability and culpability. As a result, firms deploying these robots are blamed for their poor service and experience negative spillover effects in the form of decisions to withdraw patronage.

Where have the ethical and moral standards landed? Consumer self-congruency and psychological distance in the context of AI-based services

PurposeThe purpose of this study is to provide insights and guidance for practitioners in terms of ensuring rigorous ethical and moral conduct in artificial intelligence (AI) hiring and implementation.Design/methodology/approachThe research employed two experimental designs and one pilot study to investigate the ethical and moral implications of different levels of AI implementation in the hospitality industry, the intersection of self-congruency and ethical considerations when AI replaces human service providers and the impact of psychological distance associated with AI on individuals' ethical and moral considerations. These research methods included surveys and experimental manipulations to gather and analyze relevant data.FindingsFindings provide valuable insights into the ethical and moral dimensions of AI implementation, the influence of self-congruency on ethical considerations and the role of psychological distance in individuals’ ethical evaluations. They contribute to the development of guidelines and practices for the responsible and ethical implementation of AI in various industries, including the hospitality sector.Practical implicationsThe study highlights the importance of exercising rigorous ethical-moral AI hiring and implementation practices to ensure AI principles and enforcement operations in the restaurant industry. It provides practitioners with useful insights into how AI-robotization can improve ethical and moral standards.Originality/valueThe study contributes to the literature by providing insights into the ethical and moral implications of AI service robots in the hospitality industry. Additionally, the study explores the relationship between psychological distance and acceptance of AI-intervened service, which has not been extensively studied in the literature.

Trendek, irányzatok, jogalkotási törekvések

One of the most spectacular changes to the Hungarian employment system in recent years is that many former civil servants (‘közalkalmazott’) have lost their status and come under the scope of the Labour Code or have been subject to newly created status laws. As the Act on Civil Servants (‘Kjt.’) applies now only a few groups of civil servants, having been emptied out by successive reforms, it is not surprising that the future existence of the Act and of the autonomous status of civil servants is being called into question. But what factors have led to the gradual, and in recent years accelerating, decline of the Kjt.? Is the 'disappearance' of civil servants the result of internal processes that rationally follow from the development of the law, or is it the result of independent economic and political considerations? What was the original role of the Kjt. in the system of employment relationships and how can its ‘emptying’ be understood in an international and historical context? The study argues that this process is not an inevitable consequence of legal doctrinal developments, but rather the result of legislative efforts to abolish the uniform legal status of human service providers. Hungarian legislation is no exception to the neoliberal and neo-Weberian trends, while the comparative advantages previously enjoyed by civil servants are eroding and the regulation is becoming highly fragmented.

Rural and regional homelessness in Queensland mining communities: Implications for rethinking the housing and homelessness policy landscape

Rural homelessness has largely been silenced in homelessness narratives and social policy in Australia and throughout the world. This paper reports on data from a larger qualitative study about homelessness in rural and regional Central Queensland mining communities located within the Bowen Basin region, inland from Australia's eastern seaboard. Semi-structured, qualitative interviews and focus groups were conducted with people who had lived experience of homelessness in the rural mining communities of Mackay (regional), Moranbah and Dysart (rural), and service provider representatives and community advocates. The qualitative analysis revealed that people experience homelessness in rural and regional communities in unique ways that are different to metropolitan constructions of homelessness. This research identified rural and regional poverty, the nature of boom or bust economies, over-stressed human service providers, social isolation and lack of affordable housing as factors contributing to homelessness in rural and regional mining communities. This paper highlights the urgent need for more scholarly research to inform and promote more critical social policy approaches that frame homelessness as a public policy priority in rural and regional mining communities.

The Racial Contract and white saviorism: centering racism’s role in undermining housing and education equity

ABSTRACT Homelessness disproportionately impacts communities of color. The Racial Contract is employed to examine and understand the limited influence of educational, and social policies/practices that were developed to combat and/or ameliorate housing instability among students and communities of color experiencing homelessness. The White-Savior Industrial Complex is incorporated to account for the dispositions and/or approaches taken by many white teachers and human service professionals; specifically aiming to illuminate the ways in which many teachers and human service providers perceive, treat, and respond to students and families of color experiencing housing instability. To more appropriately address the racial inequities negatively impacting students, families and communities of color experiencing housing instability, a disruption or voiding of the Racial Contract via structural, curricular, and relational systems/social agreements are necessary.

On Liberation Psychology, Hate, Hope, and Healing

Entering the third year of the COVID-19 era, the United States faces myriad problems with hate speech, misinformation, racial and politically based violence, and deep-rooted institutional abuses. Oppression of minorities making up the majority of the population contributes to mood disorders such as anxiety, depression, and panic disorders. The problem of hate has been an active study by psychologists since World War II, but as of yet publications uniting interdisciplinary hate studies and community psychology are sparse compared to other interests. This essay addresses one such theory, liberation psychology, and how its approach may guide clinicians and institutions to a better understanding and support of communities and individuals with marginalized identities. The essay uses the lens of addressing hate to discuss the main interventions that make up the practical application of liberation psychology, not limited to the use of testimonios (stories of oppression), conscientization (a daily awakening to the impact of oppression), and praxis, how all human service providers should mobilize their resources and education in service of addressing hate against oppressed communities.