Peer Service Providers Research Articles

Using systems mapping within the process evaluation of a randomised controlled trial of the ACE active ageing programme in England and Wales

BackgroundSystem mapping has mainly been used to develop theories and understanding of complex systems; to hypothesise how an intervention might work in a complex system or to inform intervention development....

This is not mine anymore: The dark side of collaborative consumption

Extant research on collaborative consumption in the sharing economy generally focuses on consumers (those who consume such services) while overlooking an important actor: the peer service providers (those who provide these services by sharing their resources with other consumers). Through four studies, we show a potential detrimental side effect of collaborative consumption. Specifically, our results suggest that for peer service providers, sharing their assets leads to a greater perceived loss of psychological ownership of these assets. This phenomenon thus results in a potentially unsustainable outcome: faster disposal of the shared assets. The authors further show that this effect disappears when the asset is shared with in-group (vs. out-group) members. Lastly, the authors offer a practical and easily implementable solution that could avert this potentially detrimental phenomenon: To encourage service providers to personalize their assets, which restores their perceived psychological ownership. Together, these results advance the literature on the dark side of collaborative consumption and offer managerial insights into mitigating strategies.

It takes two to tango: The role of interactivity in enhancing customer engagement on sharing economy platforms

Engaging customers is critical for sharing economy platforms (SEPs) to sustain and grow their user base. Although the interactions between users who consume the service (customers) and those who provide it (peer service providers) are the primary source of SEPs’ economic value, little is known about the role of interactivity in driving customer engagement. This research links these two important concepts and tests the influence of interactivity (two-way communication, participation, and joint problem-solving) on customer engagement. The findings from two surveys with customers of 10 leading SEPs (total N = 1,654) indicate that two-way communication and participation, two key dimensions of interactivity, enhance engagement while joint problem-solving remains non-consequential. However, additional analyses reveal that the impact of these interactivity dimensions varies as a function of user (platform familiarity) and platform (service type) characteristics. The findings offer guidance to SEP managers seeking to improve user engagement.

Characteristics of platform providers in collaborative consumption: a derivation of archetypes

PurposeThis study aims to investigate different types of platform providers (PPs) to gain a deeper understanding of the characteristics and underlying logic of this group within collaborative consumption (CC). As CC occurs with three groups of actors (PP, peer service provider and customer) and is predominantly viewed from the customer perspective, this study offers insights from the under-researched PP perspective.Design/methodology/approachThis research applies a multiple case study approach and analyzes descriptively and thematically 92 cases of CC PPs gathered through the Crunchbase database.FindingsThe authors derive four archetypes of CC PPs, namely, the hedonist, functionalist, environmentalist and connector, that differ in their offered values, dominating motives and activities across industries.Research limitations/implicationsThe authors conceptualize CC by clearly describing the four archetypes and their characteristics. However, further research would benefit from including databases other than Crunchbase.Practical implicationsPPs need to understand their value offerings and customer preferences to develop convincing value propositions and offer engaging activities. PPs would benefit from a more active social media presence to build strong relations with customers and peer service providers to effectively communicate their values.Originality/valueThe paper is pioneering as it encompasses the perspective of CC PPs and operationalizes the concept of CC. The authors address the lack of research on CC by conducting an extensive case study.

Mapping sharing economy themes: science mapping, topic modeling, and research agenda

Digital and sharing platforms are transforming the business landscape and significantly impacting the global economy. This study provides a systematic review of the sharing economy (SE) in marketing and presents a future research agenda to advance the discipline. A comprehensive approach is utilized, incorporating bibliometric analysis, performance analysis, science mapping techniques, and topic modeling to analyze sharing economy research within marketing. The dataset comprises 325 articles on the sharing economy, from which eight key topics are identified: (1) analyzing customer ratings and sentiments, (2) understanding and evaluating customer experience, (3) customer orientation towards peer-to-peer accommodation services, (4) mapping customer relationships in the sharing economy, (5) analysis of user loyalty, (6) development of marketing strategies to enhance platforms, (7) identification of platform openness, and (8) actors within the digital platform ecosystem. By identifying research gaps, a future research model is proposed to comprehend the roles and influence of customers, peer service providers, and platform providers in the sharing economy. The findings of this study have practical implications for marketing practices within the SE.

A typology of user misbehaviours in the sharing economy context

PurposeThis paper aims to examine the types of user misbehaviours in the sharing economy (SE) context. SE offers a fruitful study setting due to the scope of potential misbehaviour and the expanded role of consumers.Design/methodology/approachThe study drew on online archival data from the AirbnbHell.com website, where people share their stories about their Airbnb-related negative experiences. The authors reviewed 405 hosts’, guests’ and neighbours’ stories and coded the identified forms of misbehaviours into categories. The typology thus developed was validated in the context of the Uber Rides service.FindingsUser misbehaviours in the SE context can be distinguished based on the domain in which the user role is violated and the nature of violated norms. These two conceptual distinctions delineate a four-fold typology of user misbehaviours: illegal, unprofessional, unbefitting and uncivil behaviours.Research limitations/implicationsThe trustworthiness of the stories could not be assessed.Practical implicationsThe presented typology can be used as a mapping tool that facilitates detection of the full scope of misbehaviours and as a managerial tool that provides ideas for effective management of misbehaviours that correspond to each category.Originality/valueThe paper presents the first empirically derived comprehensive typology of user misbehaviours in SE settings. This typology enables classification of a broad set of misbehaviours, including previously overlooked unprofessional behaviours carried out by peer-service providers. The study also puts forward a revised definition of consumer misbehaviours that encompasses the impact of misbehaviours on parties not directly involved in the SE-mediated exchange.

Managing the value Co-creation of peer service providers in the sharing economy: The perspective of customer incivility

Previous studies have discussed the preconditions for peer service providers participation in value co-creation from the perspective of the platforms or the peer service providers themselves. However, little attention has been paid to the influence of customers. In the sharing economy, however, customers interact closely with peer service providers, and they have a major influence on the attitudes and behaviours of peer service providers. Based on resource conservation theory, this study uses three waves of tracking surveys and two experiments to investigate the impact of customer unfriendliness on the shared value creation of peer service providers. The results suggest that rude customers in the sharing economy reduce the value creation behaviour of peer service providers by increasing emotional exhaustion. Furthermore, self-efficacy in regulating negative emotions is found to buffer the mechanism by which customer incivility increases the likelihood of emotional exhaustion. Peer service providers with higher self-efficacy in negative emotion regulation have weaker such relationships. This research fills the gap of how customers influence the value creation behaviour of peer service providers in the sharing economy, identifies the potential negative impacts of customer incivility and increases the overall added value of the sharing economy.

Drug checking in New Zealand: the 2020 and 2021 drug and substance checking legislation acts

Purpose This paper aims to explore the context and implications of the New Zealand Drug and Substance Drug Checking Acts 2020 and 2021. Design/methodology/approach This discussion provides a description of legislative changes about drug checking in the New Zealand context, alongside a critical analysis of the interlinked factors surrounding these important pieces of legislation. Findings The legalisation of drug checking is an important harm reduction development in the New Zealand context, although overregulation of licensing requirements should be avoided, as well as overly punitive responses to peer service providers who may have criminal convictions. The new regulations should also ensure that innovation around new technology or products tested is not stifled. Originality/value New Zealand is the only country to introduce permanent national legislation to legalise drug checking, and as such analysis of the legislation is of interest to the international community.

‘I get my income from sharing.’ Modelling satisfaction of peer service providers on capital and labour sharing economy platforms

Peer (service) providers (PPs) are the frontline actors on sharing economy platforms (SEPs), and to date have received very limited attention in academic literature. These actors enter in economic exchanges with other stakeholders in the platform ecosystem by giving access to their underutilized assets – both tangible (vehicles, accommodation, clothes, etc.) and intangible (skills, time, etc.). Monetary compensation is the immediate and obvious benefit that these actors obtain. However, it has been shown that extrinsic benefits might not be sufficient to outweigh the evident costs associated with platform governance and spot-based transactions. This research is one of the first attempts to explore the satisfaction and loyalty of PPs, comparing capital and labour sharing platforms. We build on the social exchange theory and cost–benefit approach, developing the PP satisfaction model. Using structural equation modelling we analyse data from 205 PPs. We find that satisfaction with the platform and with the role of PP are related to loyalty. Sensitivity to the peer-to-peer business model is developed as a result of experiences and also impacts on loyalty.

Effective and Ineffective Service Recovery Recipes in the Peer-to-Peer (P2P) Sharing-Service Model: Using the Fuzzy-Set Qualitative Comparative Analysis (fsQCA) Approach

In a peer-to-peer (P2P) sharing-service model, a platform provider (PP) has no direct control over the service quality of peer service providers (PSPs). However, an unpleasant experience with a single PSP may impact customer responses to the PP. Hence, the PP should offer PSPs guidelines on how to cope with service failures. To identify effective/ineffective recovery strategies, this study examined the influence of the characteristics of service failure/recovery and customers that influence customers’ behavioral intentions toward the PP. Specifically, it employed multiple regression analysis (MRA) and fuzzy-set qualitative comparative analysis (fsQCA) to analyze the complex relationships between service failure/recovery characteristics (severity of service failure and source of service recovery) and customers’ characteristics (PSP experience, age, and gender) regarding customers’ behavioral intentions (reuse and switching intentions of the PP). The results show (1) four solutions leading to high reuse intention and two solutions leading to high switching intention of the PP when the severity of service failure is high and (2) three solutions leading to high reuse intention and two solutions leading to high switching intention of the PP when the severity of service failure is low. By investigating recovery configurations reflecting the unique characteristics of P2P sharing services, this study contributes to the literature on both P2P sharing services and service failure/recovery.

Key considerations in building the organizational capacity to implement peer supports for parents with mental illness

ABSTRACT Objective Peer supports are increasingly common in behavioural health services. The principles of peer support have been elaborated, as have potential outcomes for persons served, peer service providers, and the health care system. Organizational characteristics supporting the implementation of peer supports are less frequently described. The objective of this study was to specify key organizational factors in implementing peer supports for parents with mental illness, filling a gap in existing peer supports and addressing the unmet needs of parents. Method A developmental design and qualitative methods were employed for this exploratory study. Data were obtained in key informant interviews (n = 22) and in Implementation Team meetings (n = 12 participants), conducted between September 2017 and April 2018, regarding organizational considerations for implementing parent peer supports. Conceptual models from implementation science guided study activities and provided a framework for data analysis. Results Emerging themes regarding the organizational context for implementing parent peer supports included: engaging stakeholders to ensure shared understanding of the model; encouraging leadership support; integrating peer supports in the agency context; defining peer characteristics, role, and responsibilities; elaborating nuances of training and supervision; developing relevant agency policies and procedures; and addressing funding and sustainability. Discussion Findings confirm the importance of organizational level assessment in implementing peer supports for parents with mental illness and provide recommendations to build organizational capacity and sustain implementation efforts.

Integrating lived experience into clinical practice: a case study of young peer providers in pediatric rehabilitation

Purpose Youth Facilitators (YFs) are peer service providers (SPs) with childhood-onset disabilities working in pediatric rehabilitation teams. This study explored the YF role focusing on what work YFs do, the perceived facilitators and challenges pertinent to the role integration process, and the evolution of the role over the study period. Methods A longitudinal, qualitative case study approach was used to gather data over a total period of 14 months through interviews, focus groups, workload logs, and observations. Data were analyzed using the method of thematic analysis. Results Two YFs, 23 SPs and two managers participated in the study. YFs’ work included independent consultation, resource provision, referral making, and program co-facilitation. Analysis produced two contrasting themes. When viewed as a representative of clients, YFs were considered bringing client perspectives to care, adding credibility to clinical services, and empowering clients and families through role modeling. However, when viewed as a professional SP, their expertise was questioned due to role unclarity, limited generalizability of lived experience, and organizational limitations. Conclusions Training tailored to local care contexts and organizational supports are needed to transform YFs’ experiential knowledge into experiential expertise. We propose strategies for optimal integration of peer providers into clinical care teams. Implications for rehabilitation As peer service providers with lived experience of disabilities, Youth Facilitators (YFs) have the potential to benefit pediatric rehabilitation services by facilitating empowerment in clients and families as they navigate through life transitions. The YF scope of practice and training should be adapted to fit with individual clinical teams and local care contexts to help YFs establish their experiential expertise in interdisciplinary teams. Establishing YF’s core competencies (e.g., advocacy, coaching, and boundary setting skills) can help transform their experiential knowledge into experiential expertise.

An empathy lens into peer service providers: Personal versus commercial hosts

The focus of the peer-to-peer in tourism (Airbnb) has shifted recently from personal peer providers (i.e., individuals that rent a room) to commercial peer providers (i.e., companies that manage several Airbnb lodgings). While prior research encourages peer service providers (Airbnb hosts) to focus on social interactions, there is scant research on how consumers respond to the social dimension across the two peer provider types (personal vs. commercial provider). Two experimental studies (N = 600) reveal that consumers exhibit higher loyalty towards personal (vs. commercial) providers when they focus on communal norms, and this effect is driven via empathy. Study 2 examines the moderating effect of perceived warmth and demonstrates that low perceived warmth has a detrimental effect on loyalty among personal (vs. commercial) peer providers.

Understanding the Barriers of HIV Testing Services for Men Who Have Sex With Men and Transgender Women in Bangladesh: A Qualitative Study.

Coverage of HIV testing services (HTS) is generally low among men who have sex with men (MSM) and transgender women (hijra) in Bangladesh, thus impeding the national goal of attaining the 90-90-90 target. In this context, this article delineates HTS uptake barriers among these populations. This qualitative study entailed 30 in-depth interviews, six focus groups and seven key-informant interviews with purposively selected MSM and hijra, alongside service providers. Participants cited individual and interpersonal barriers such as low risk perception and misconceptions about HIV testing, programmatic barriers such as knowledge gaps among peer service providers, as well as community and structural barriers such as the criminalization and stigmatization of male-to-male sex. Considering these contexts, it is essential for stakeholders to improve the HTS modality using multipronged approaches to address the multifaceted barriers of HTS uptake.

Sharing economy: a review of the literature and a framework for future research

Purpose As sharing economy has become increasingly popular, researchers from various disciplines begin to pay more attention to this important phenomenon. However, the current literature is fragmented and lacks a framework to integrate previous studies and guide future research. This study aims to systematically review the literature to better understand what one knows and what one need to know about sharing economy and provide a road map for future research in the context of sharing economy. Design/methodology/approach A systematic review was conducted with EBSCO and science direct database. In total, 91 studies were identified. Findings The review shows that previous studies focus on different stakeholders, including consumers, peer service providers, platform providers, and competitors. The authors further identify the main topics and limitations of the literature (integrated into a framework) and provide possible directions for future studies. For example, the authors find that few studies have examined individual and technical factors. The findings also show that consumers’ other activities and outcomes have received little attention. To address these limitations, future studies that examine how individual and technical characteristics influence sharing economy’s usage intention/behaviors are suggested. The authors also suggest future studies to explore other activities during the process of sharing economy services. Research limitations/implications The framework and directions provided can further the sharing economy research by addressing important gaps in the current literature. Originality/value This review identifies many opportunities for researchers to better understand the phenomenon of sharing economy.

Why customers and peer service providers do not participate in collaborative consumption

PurposeTechnological innovations such as smart mobile devices and mobile applications gave rise to a new business model: collaborative consumption. This business model, which is receiving significant attention from researchers and practitioners, is characterized by an intermediating digital platform that facilitates exchanges between customers and peer service providers. However, many digital platform providers still fail to build a critical mass of demand and supply. Accordingly, the aim of this research is to develop a better understanding of the barriers perceived by both customers and peer service providers.Design/methodology/approachThis study uses a mixed-method qualitative approach to develop a comprehensive understanding of the factors that explain the rejection of collaborative consumption. In particular, six focus groups and 14 in-depth interviews were conducted, totaling 50 Belgian participants (with a mean age of 33 years). In addition, 375 online critical incidents—retrieved from various sources, such as review websites and social networks—were used for triangulation purposes. All data were analyzed using a thematic analytic approach.FindingsCustomers and peer service providers reject collaborative consumption because of a complex set of multidimensional functional and psychological barriers. In particular, actors may perceive barriers related to complexity, value, risk, compatibility, contamination, image, and responsibility, which prevent them from participating in collaborative consumption.Originality/valueThis paper builds theory on the reasons why both customers and peer service providers reject collaborative consumption. The research identifies several barriers that were not captured in prior research. Digital platform providers can use the research findings to more fully understand actors' decision-making processes in collaborative consumption.

협력적 소비에서의 사회적 거리의 역할에 대한 고찰

In the collaborative consumption context, peer service customers and peer service providers can both be from diverse backgrounds. When their backgrounds differ, the difference can lead to social distance between the two, which can influence their reactions to each other. Few studies have addressed this issue or how to resolve it. This study aims to be the first to examine this issue from the peer service customer’s perspective by examining the effect of a peer service customer’s perceived social distance on his/her response to the peer service provider and the platform providing firm, and the effect of the peer service provider’s communication style on reducing the negative effect of perceived social distance. Data was collected using a scenario-based online survey with a 2(levels of social distance: high vs. low) x 2(communication accommodation styles: convergence vs. maintenance) between-subject experimental design. The findings demonstrated the significant negative effect of social distance, and the use of convergence style as a viable option to effectively reduce the negative effect.

Feasibility of peer support services among people with severe mental illness in China

BackgroundPeer-delivered services potentially provide broad, multifaceted benefits for persons suffering severe mental illness. Most studies to date have been conducted in countries with well-developed outpatient mental health systems. The objective of this study was to examine the feasibility for developing a community-based peer service in China.MethodsThirteen peer service providers and 54 consumers were recruited from four communities in Beijing. We initiated the program in two communities, followed by another two in order to verify and add to our understanding of potential scalable feasibility. Semi-structured face-to-face interviews were conducted 12 month after initiation at each site to measure satisfaction and perceived benefits from perspectives of peer service providers, and consumers and their caregivers.ResultsKey stakeholders reported that peer support services were satisfying and beneficial. Eleven of 13 peer service providers were willing to continue in their roles. Ten, 8, and 7 of them perceived improvements in working skills, social communication skills, and mood, respectively. Among consumers, 39 of 54 were satisfied with peer services. Improvements in mood, social communication skills, illness knowledge, and illness stability were detected among 23, 18, 13, and 13 consumers, respectively. For caregivers, 31 of 32 expressed a positive view regarding peer services. Caregivers reported improvement in their own mood, confidence in recovery of their family members, and reduction in caretaker burdens.ConclusionsThe findings highlight that peer-delivered services have promise in China for benefiting persons with severe mental illness and their family caregivers, as well as the peer service providers themselves.

Training Needs of Peer and Non-Peer Transition Service Providers: Results of a National Survey

Participatory action research processes guided a national online survey of service providers working with transition age youth with mental health challenges. The survey investigated transition service providers' ratings of the importance of competencies and skills, self-assessed need for training in these competencies and skills, their preferred training modalities, and obstacles to engaging in training. The 254 participants identified trauma-informed care, understanding youth culture, promoting natural supports, and using culturally responsive practices as most important training needs. Age, years in current job, years in transition work, and race/ethnicity predicted training needs regarding some competencies and skills. Peer providers expressed preferences for young adult-led training. Qualitative responses highlighted training needs for supporting specific underserved populations: youth from communities of color, LGBTQ youth, and those with co-occurring disorders. Results may guide future training initiatives for peer support and non-peer support providers and workforce development initiatives designed to improve behavioral health services for young people.

\u201cWe are not gays\u2026 don\u2019t tell me those things\u201d: engaging \u2018hidden\u2019 men who have sex with men and transgender women in HIV prevention in Myanmar

BackgroundIn Myanmar, HIV is concentrated among key populations, yet less than half of the estimated 250,000 men who have sex with men (MSM) and transgender women (TW) report recent HIV testing. As many as 50% of MSM and TW may conceal their same-sex preferences and behaviors, yet little is known about the barriers faced by those who are locally regarded as ‘hidden’ – that is, MSM who do not disclose same-sex preferences and/or identify as gay. This study explored specific barriers to accessing HIV testing and other prevention services among ‘hidden’ MSM to inform appropriate models of service delivery.MethodsIn-depth interviews with MSM (n = 12) and TW (n = 13) and focus group discussions (FGD) with MSM and TW community members, leaders and key informants (n = 35) were undertaken in Yangon during June – September 2015. Participants were recruited by word-of-mouth by trained peer data collectors. Responses to questions from semi-structured guides were transcribed and coded using Atlas Ti. Codes were based on key domains in the guides and applied to transcripts to identify and analyze emerging themes.ResultsFear of stigma and discrimination and the need to meet gender expectations were key reasons for non-disclosure of same-sex preferences and behaviors; this typically manifested as avoidance of other MSM and settings in which sexual identity might be implicated. These concerns influenced preference and interaction with HIV services, with many avoiding MSM-specific services or eschewing HIV testing services entirely. The difficulties of engaging hidden MSM in HIV prevention was strongly corroborated by service providers.ConclusionHidden MSM face multiple barriers to HIV testing and prevention. Strategies cognizant of concerns for anonymity and privacy, such as One-Stop Shop services and online-based health promotion, can discretely provide services appropriate for hidden MSM. Enhanced capacity of peer-service providers and mainstream health staff to identify and respond to the psychosocial challenges reported by hidden MSM in this study may further encourage service engagement. Overarching strategies to strengthen the enabling environment, such as legal reform and LGBTI community mobilisation, can lessen stigma and discrimination and increase hidden MSM’s comfort and willingness to discuss same-sex behavior and access appropriate services.