Impact Of User Involvement Research Articles

User Antecedents, CRM Implementation, and Impact on Customer Outcomes in the Jordanian Service Industry

The implementation of Customer Relationship Management (CRM) has become increasingly important to scholars and practitioners over the last two decades. This study examined the relationships between user antecedents, CRM implementation, and customer outcomes. Its aims were to identify CRM user antecedents, explore the impact of these antecedents on CRM implementation, and examine the connection between CRM implementation and customer outcomes: loyalty, retention, and satisfaction. A quantitative method was employed consisting of a structured questionnaire. A total of 290 completed questionnaires were returned and analyzed with structural equation modelling techniques. The results indicated there were significant positive relationships between four out of five antecedents and CRM implementation; however, an impact of user involvement was not supported by the data. CRM implementation was also found to positively affect all three customer’s outcomes: loyalty, retention, and satisfaction. These findings are of practical and theoretical value to practitioners, customers, and policy makers

Evaluating health service outcomes of public involvement in health service design in high-income countries: a systematic review

BackgroundInternationally, it is expected that health services will involve the public in health service design. Evaluation of public involvement has typically focused on the process and experiences for participants. Less is known about outcomes for health services. The aim of this systematic review was to a) identify and synthesise what is known about health service outcomes of public involvement and b) document how outcomes were evaluated.MethodsSearches were undertaken in MEDLINE, EMBASE, The Cochrane Library, PsycINFO, Web of Science, and CINAHL for studies that reported health service outcomes from public involvement in health service design. The review was limited to high-income countries and studies in English. Study quality was assessed using the Mixed Methods Appraisal Tool and critical appraisal guidelines for assessing the quality and impact of user involvement in health research. Content analysis was used to determine the outcomes of public involvement in health service design and how outcomes were evaluated.ResultsA total of 93 articles were included. The majority were published in the last 5 years, were qualitative, and were located in the United Kingdom. A range of health service outcomes (discrete products, improvements to health services and system/policy level changes) were reported at various levels (service level, across services, and across organisations). However, evaluations of outcomes were reported in less than half of studies. In studies where outcomes were evaluated, a range of methods were used; most frequent were mixed methods. The quality of study design and reporting was inconsistent.ConclusionWhen reporting public involvement in health service design authors outline a range of outcomes for health services, but it is challenging to determine the extent of outcomes due to inadequate descriptions of study design and poor reporting. There is an urgent need for evaluations, including longitudinal study designs and cost-benefit analyses, to fully understand outcomes from public involvement in health service design.

Awareness of and Attitudes Toward User Involvement in Research on Aging and Health: Protocol for a Quantitative Large-Scale Panel Study.

BackgroundUser involvement is a requirement of most research funders. There is a growing body of literature exploring the benefits and challenges of user involvement in research, but such studies are scarce in the field of aging and health. Moreover, the majority of such research is qualitative, which limits the generalizability of results. The UserAge panel study will be instrumental in expanding knowledge that will benefit the quality and impact of user involvement in future research.ObjectiveThe aim of this study is to determine the awareness and understanding of and attitudes toward user involvement in research among different categories of knowledge users and researchers over time.MethodsA panel study will be implemented with 3 different categories of knowledge users (people aged 60 years and older, informal carers, and professionals in health care and architecture) and researchers in aging and health. A professional survey company will collect data from all samples in parallel. Potential participants will be asked to complete the survey via telephone or online, or participants can request a paper survey to be sent to them in the post. A draft set of questions on attitudes and behavioral patterns related to research utilization and user involvement in research was compiled based on existing literature and input from the research team. Using a participatory approach, we engaged a user forum, where 8 older people and 3 researchers jointly refined the survey for time/length to complete, terminology, readability, and context. Data collected via the internet or telephone will be automatically processed, and data collected on paper forms will be entered in machine-readable forms. The survey company will store all data and deliver the quality-controlled database to the university for further storage. Analyses of frequencies and measures of central tendency will be used for descriptive purposes. To compare groups, state-of-the art statistical analyses will be used.ResultsData collection for the first study wave started in September 2019 and will be completed in spring 2020. Data will be ready for analysis following cleaning and quality control, which started during summer 2020 and will be completed autumn 2020. We anticipate the data collection for the second study wave to start in September 2021.ConclusionsThis is the first quantitative large-scale panel study focusing on trends in attitudes toward, awareness of, and knowledge about user involvement in research on aging and health in Sweden. The results will generate new and important knowledge to advance the understanding of user needs and preferences as well as the relevance of user involvement in research on aging and health.International Registered Report Identifier (IRRID)DERR1-10.2196/17759

Impact of user involvement on design students’ motivation and self-confidence

Involvement of users in the design process is generally viewed favourably, both within academia and industry. Their involvement can be seen as a strategy for designers to clarify their design task and reduce uncertainties in the design process. Simultaneously, there is a lack of understanding about the impact that user involvement has on students and how they experience doing so. This paper reports on a study where students were asked to self-report their motivation and self-confidence throughout a design exercise, stretching 11 days, with surveys repeating daily. Additionally, students were asked to indicate which—if any—strategies of user involvement they used every day. We find that students self-reported motivation did not change statistically significantly, while self-confidence did change. However, in neither case did student’s involvement of end-users impact how motivated or self-confident they were. We discuss our results in relation to existing research on method use in general and user involvement in particular and conclude with some suggestions for future work.

Cultural Change of Applying User Involvement for Improving Healthcare Quality: A Review of the Impact on Attitudes, Values and Assumptions among Healthcare Professionals and Users

Purpose: The purpose of this study is to provide a review of the impact on culture (attitudes, values and assumptions) among both healthcare professionals, as well as users, when involving users for improving quality in healthcare.Methodology/Approach: The paper is based on an extensive, narrative literature review considering studies that included professional’s and users experiences of user involvement in quality improvement. The included articles were analyzed using an interpretive, along with a deductive, approach according to a theoretical framework.Findings: The results indicate that there is currently limited research focusing on the impact of user involvement in quality improvement processes regarding professionals’ and users’ attitudes, values and/or assumptions. The articles identified during the study provides situations and statements, during the process of development, which can be interpreted as change in the culture. Although few articles specifically draw conclusions on user involvement as a “tool” for cultural change, the authors interpret several findings which strengthens that theory.Research Limitation/implication: Research published in other databases could have been missed. The authors have tried to avoid this by using a snowball method reading references in identified articles.Originality/Value of paper: The review provides a platform for both future research and the development of current practice within the area. There have been literature reviews showing obstacles and enablers when using patients, users and relatives in quality improvement work, but few which investigates cultural change.

Black and minority ethnic group involvement in health and social care research: A systematic review.

BackgroundPatient and public involvement (PPI) in research is growing internationally, but little is known about black and minority ethnic (BME) involvement and the factors influencing their involvement in health and social care research.ObjectivesTo characterize and critique the empirical literature on BME‐PPI involvement in health and social care research.Search strategySystematic searches of six electronic bibliographic databases were undertaken, utilizing both MeSH and free‐text terms to identify international empirical literature published between 1990 and 2016.Inclusion criteriaAll study designs that report primary data that involved BME groups in health or social care research. Screening was conducted by two reviewers.Data extraction and synthesisData extraction and quality appraisal were performed independently. Data extraction focused on the level(s) of PPI involvement and where PPI activity occurred in the research cycle. Studies were quality‐assessed using the guidelines for measuring the quality and impact of user involvement in research. Data were analysed using a narrative approach.Main resultsForty‐five studies were included with the majority undertaken in the USA focusing on African Americans and indigenous populations. Involvement most commonly occurred during the research design phase and least in data analysis and interpretation.ConclusionThis is the first systematic review investigating BME involvement in health and social care research internationally. While there is a widespread support for BME involvement, this is limited to particular phases of the research and particular ethnic subgroups. There is a need to understand factors that influence BME involvement in all parts of the research cycle.

Consumer involvement in health research: a UK scoping and survey

AbstractConsumer involvement or patient and public involvement (PPI) in health research is a UK policy imperative and a prerequisite for many funders. PPI in research is defined as research carried out with or being carried out by the public (or service users), rather than research on patients and public as subjects or participants. Despite the clear policy driver, there is relatively little empirical evidence on the extent, processes and impact of user involvement in research. This paper aims to add to the international evidence base on PPI in research by providing a key overview of current trends and impacts. In order to understand the current extent and variation of PPI in research, a scoping exercise and survey were carried out on selected UK studies. Six research topic areas (cystic fibrosis, diabetes, arthritis, dementia, intellectual and developmental disabilities, and public health) were selected to ensure a range of designs, study populations and histories of PPI in research. A total of 838 studies (non‐commercial studies and not older than 2 years) were contacted. The response rate for the scoping was 38% and the survey 28%. In the scoping, 51% of studies had some evidence of PPI and in the survey 79%. The most common PPI activity was steering committee membership and reviewing patient information leaflets. There appeared to be some blurred roles with patients participating as research subjects as well as carrying out patient involvement roles. A major finding was the limited amount of available information about PPI in publicly accessible research documents. We suggest that the invisibility of this type of involvement and the lack of routinely collected information about PPI results in a lack of shared understanding of what optimal PPI in a study should look like, with important implications for practice. Furthermore, without a framework to review PPI it is difficult to know if different approaches to PPI have a different impact on key outcomes of the research.

Service user involvement in pre-registration children’s nursing education: the impact and influence on practice: a case study on the student perspective

This article reports on a study that aimed to conduct an in-depth investigation into the impact of user involvement on student learning and subsequent influence on practice as a qualified nurse. This was undertaken through a single case study that followed a narrative inquiry approach. UK policy has recommended user involvement in healthcare education for a number of years; this has in turn increased requirements for involvement from Professional, Statutory and Regulatory Bodies. The Nursing and Midwifery Council (NMC, 2010) now requires program providers to clearly demonstrate how service users and carers contribute to program design, delivery and assessment. Although the literature base is expanding there remains limited evidence of the impact of involvement on student learning and improved outcomes for patients. Narratives were collected from a children’s nursing student on completion of her 3-year nurse education program and again after practicing as a qualified children’s nurse for 1 year. Taking part in the research enabled the participant to consider and reflect on her experience of user involvement in her education and training. Analysis followed an interpretive approach utilizing “The Listening Guide” (Doucet & Mauthner 2008) with the researcher’s interpretation of how the experience was conveyed with clear acknowledgement of reflexivity.The findings identified central themes of authenticity, knowledge of self, resilience and coping, professional relationships, personalization of care, and influence on practice. This demonstrates transformative learning and support to practice, with preparation for situations and ideas on how to respond with empathy and compassion. This article contributes to the emerging evidence base specifically from a children’s nursing perspective, an area with a dearth of published material. Further research with a range of students is required to explore the lasting impact on practice.

‘Calling executives and clinicians to account’: user involvement in commissioning cancer services

English NHS guidance emphasizes the importance of involving users in commissioning cancer services. There has been considerable previous research on involving users in service improvement, but not on involvement in commissioning cancer services. To identify how users were involved as local cancer service commissioning projects sought to implement good practice and what has been learned. Participatory evaluation with four qualitative case studies based on semi-structured interviews with project stakeholders, observation and documentary analysis. Users were involved in every stage from design to analysis and reporting. Four English cancer network user involvement in commissioning projects, with 22 stakeholders interviewed. Thematic analysis identified nine themes: initial involvement, preparation for the role, ability to exercise voice, consistency and continuity, where decisions are made, closing the feedback loop, assessing impact, value of experience and diversity. Our findings on the impact of user involvement in commissioning cancer services are consistent with other findings on user involvement in service improvement, but highlight the specific issues for involvement in commissioning. Key points include the different perspectives users and professionals may have on the impact of user involvement in commissioning, the time necessary for meaningful involvement, the importance of involving users from the beginning and the value of senior management and PPI facilitator support and training. Users can play an important role in commissioning cancer services, but their ability to do so is contingent on resources being available to support them.

The importance of User Centered Design methods applied to the design of a new workstation: a case study

This paper presents a case study of the application of user centered design methodologies in the product development for a line of ergonomic office furniture. The study aimed to analyze the experience of using a workstation from the perspective of two groups of users, installers and end users. The observation of users in their natural context of use not only allowed the development team to identify key needs and strategies of the users, transforming them into design solutions, but mainly it warned them of the importance and impact of user involvement in the product development cycle.

Analytics of the Impact of User Involvement in the Innovation Process and its Outcomes. Case Study: Media-Enhanced Learning (MEL) Service

Abstract This study provides insights into the linkages between the intensity and impact of user involvement in innovation activities when developing new services for the education sector. The paper examines the innovation process of a media enhanced learning service (MEL), which is designed to support the introduction of media components into the study of various subjects in elementary school. It allows for learning inside and outside of the classroom using mobile phones and computers. The participation of technology solution provider, city officials and school (both teachers and students), the content and technology changes made to the service as well as the contributions to the usage of the service are explored with multiple methods of data-collection. The resulting analytics are presented visually in the form of graphs, charts and timelines for the innovation activities. Our results indicate that user involvement has a significant impact on the innovation process and its outcomes.

Critical appraisal guidelines for assessing the quality and impact of user involvement in research

The involvement of service users in the design and conduct of health research has developed significantly in the UK in recent years. Involving service users is now seen as a core component of good research practice for all forms of health research. Given the important role that users have in health research, it is necessary to develop guidelines for their effective involvement. Whilst guidelines are currently being formulated, there remain no criteria with which to assess user involvement in published studies and funding applications. This study offers guidelines for appraising the quality and impact of user involvement in published papers and grant applications. Appraisal guidelines for user involvement have been developed on the basis of available literature and experiences from studies involving cancer patients and carers in the design and conduct of research. Nine appraisal criteria have been developed. Criteria include issues such as 'Is the rationale for involving users clearly demonstrated?', 'Is the level of user involvement appropriate?', 'Is the recruitment strategy appropriate?', and 'Is the nature of training appropriate?' Generating and applying guidelines is vital if the impact of user involvement agenda in health research is to be understood.

Involving lay and professional stakeholders in the development of a research intervention for the DEPICTED Study

Aim This paper focuses on stakeholders’ active involvement at key stages of the research as members of a Stakeholder Action Group (SAG), particularly in the context of lay stakeholder involvement. Some challenges that can arise and wider issues (e.g. empowerment, the impact of user involvement) are identified and explored within the literature on service user involvement in health care research, reflecting on the implications for researchers. Background In the DEPICTED study, lay and professional stakeholders were actively involved in developing a complex research intervention. Lay stakeholders comprised teenage and adult patients with diabetes, parents and patient organization representatives. Professional stakeholders were from a range of disciplines. Methods Three 1‐day research meetings were attended by 13–17 lay stakeholders and 10–11 professional stakeholders (plus researchers). The SAG was responsible for reviewing evidence, advising on developing ideas for the research intervention and guiding plans for evaluation of the intervention in a subsequent trial. Formal evaluations were completed by stakeholders following each SAG meeting. Results Throughout the first (developmental) stage of this two‐stage study, lay and professional stakeholders participated or were actively involved in activities that provided data to inform the research intervention. Lay stakeholders identified the need for and contributed to the design of a patient‐held tool, strongly influenced the detailed design and content of the research intervention and outcome questionnaire, thus making a major contribution to the trial design. Conclusion Stakeholders, including teenagers, can be actively involved in designing a research intervention and impact significantly on study outcomes.

A17 Developing services for thyroid cancer patients who require radioactive iodine ablation (131I): the impact of user involvement

A17 Developing services for thyroid cancer patients who require radioactive iodine ablation (131I): the impact of user involvement

Exploring users' desire to be involved in computer systems development: An exploratory study

Previous research on user involvement during computer systems development has focused almost exclusively on the impact of user involvement on user satisfaction and system success. To the extent that user involvement has been found to be beneficial to the process, there is a need to study the management of the involvement process. Managing the involvement process requires (among other things) ascertaining whether the users are ready to be involved. this paper examines the antecedents of user desire to be involved in systems development. I am interested in knowing what motivates a worker to desire involvement in systems development projects. Based on the results of an empirical survey, I conclude that a user's overall satisfaction with the computer information system (CIS) function within the organization significantly affects his/her desire to be involved in system development. It is also observed that, although a user's attitude toward the CIS staff might be positively correlated with his/her desire to be involved, it is less powerful in predicting desired involvement when the user is generally satisfied with the CIS function.

Locus of control and computer attitude: The effect of user involvement

Previous research has shown that individuals with an external locus of control have a less positive attitude toward computers and have greater difficulty in working with unfamiliar computer technology than individuals with an internal locus of control. Since past studies have not examined attitude towards a specific computer based information system (CBIS) that had been used regularly, the implications of past research on computer attitudes in a work setting are not clear. This study sought to investigate the relationship between locus of control and user attitude toward information systems used at work. Additionally, the impact of user involvement on this relationship was examined. A field study failed to provide support for the general assertion that locus of control affects a user's attitude towards a specific CBIS. When user involvement was considered, external-control users who had not been highly involved during CBIS development had a less positive attitude towards the CBIS than either internal-control users or external-control users who had been highly involved.