Professional Service Providers Research Articles

Challenging the ‘reticent’ state? Grassroots organizations, COVID-19 and the local government

As pointed out by some scholars, the public response to homelessness and poverty changed dramatically with the pandemic (Parsell et al., 2020) as public stakeholders decided to spend additional fundings for homelessness and poverty policies. However, these interventions were often thought of as a means to reduce the threat to the health of the non-homeless population (Parsell et al., 2020) and were led by local governments which remain reluctant to provide the necessary resources for ending homelessness (Evans et al., 2021). As these public interventions were insufficient and took a long time to be implemented, grassroots organizations were often at the forefront of the crisis for providing resources to the most marginalized people. Drawing on this basis, this paper aims at understanding the role taken by a grassroots organization in Rennes (a medium-sized city in France) during the pandemic. I focus on a local grassroots organization which worked independently of the state and developed informal practices to deliver food to people experiencing homelessness and food insecure households. In this perspective, they managed to compete with professional and state-funded service providers and the pandemic shed light on the efficiency of their practices, based on unconditionality and empowerment. Through observant participation and interviews with the grassroots organization's managers, volunteers and public stakeholders, I argue that, during the pandemic, this grassroots organization was not only a “buffer to state absence and neglect” (De Verteuil, 2017, p.1518), but it also managed to put forward some of their claims, hence challenging the “reticent state” (Evans et al., 2021) and steering public policies into more compassionate ways to address food insecurity.

An attachment theory perspective of professional service providers' social bonds with their clients

Social bonds developed by professional service providers have received limited research attention. Yet how individuals in these roles build social bonds with their clients can have a significant impact on the business outcomes achieved by the professional services firm. Attachment theory is one of the most influential psychology theories which supports the development of affectionate bonds but has not, so far, been applied to professional service providers' social bonds with their clients. We conduct in-depth interviews with professional service providers to capture their experiences of developing social bonds. Our findings identify three distinct relationship roles adopted by professional service providers with their clients (manager, caregiver and partner) and uncover two social bonds: the closeness bond and the security bond, based on different characteristics. We find that relationship roles and social bonds are inter-related and that social bonds can develop authentically or be developed strategically by the professional services provider. We propose how professional services firms can benefit from this knowledge in improving their business outcomes.

AI‐CARING: National AI Institute for Collaborative Assistance and Responsive Interaction for Networked Groups

AbstractOver 13 million Americans aged 65 and older are currently living with a diagnosis of mild cognitive impairment (MCI), a common precursor to dementia. These individuals largely rely on a network of informal caregivers—family, friends, and community members—who work together with professional healthcare and social service providers to provide care and support in home settings. The AI‐CARING Institute contributes foundational AI research focused on developing personalized collaborative AI systems that improve the quality of life and independence of aging adults living at home.

Interactive impact of transformational leadership and organizational innovation on online knowledge sharing: a knowledge management perspective

Purpose As knowledge management increasingly becomes critical for the success of professional service firms, this paper uses social exchange theory to investigate the interactive impact of transformational leadership and organizational innovation on online knowledge sharing by employees in professional service firms. This study aims to investigate the mediating roles of job autonomy and job engagement in this process. Design/methodology/approach Data were collected from a survey of 350 frontline employees in professional service providers, including banking, telecommunication and insurance. Structural equation modeling was used for data analysis. Findings The results show that transformational leadership positively affects job autonomy, which in turn has a positive impact on online knowledge sharing through job engagement. Thus, job autonomy and job engagement mediate the relationship between transformational leadership and online knowledge sharing. Finally, organizational innovation moderates the relationship between transformational leadership and job autonomy. Originality/value This paper extends the knowledge management literature by studying the impact of transformational leadership on the online knowledge-sharing behavior and exploring the focal roles of job autonomy and job engagement in online-sharing behavior in professional service firms. The findings also provide useful implications for practitioners to help them engage employees in the adoption of digital technologies to optimize outcomes.

Outreach Work in ‘Hard-to-Reach’ Communities: A Critical Analysis of Task Shifting, Contact Making, Establishing Credibility and on-the-Spot, Solution-Focused Assistance

Abstract Outreach—the opening up of access to social services, information and opportunities—is arguably a crucial yet understudied aspect of social work practice. This study revisits ‘outreach’ as concept, using data from ‘hard to reach’ communities, specifically refugees. Our findings illuminate ‘task-shifting’, whereby professional service providers sought the help of grassroots community leaders in reaching refugees. Findings also point to issues of bidirectionality, credibility and on-the-spot assistance as aspects of outreach work. Theoretically, we apply a structural lens to problematise ‘access’ as an individual level concept, and instead turn attention to the ‘inaccessibility’ of services instead. We problematise the ‘hard-to-reachness’ of communities, and call instead for examining our services and institutions for their limited reach.

Architects’ Fitness for Purpose Obligation: Obligations of Means or Obligations of Result?

There is a consensus among various legal systems that professional service providers must perform their duties with reasonable skill and care. However, it has been doubted whether their services must be compatible with the intended purpose of their clients. In the construction industry, the work of building contractors ought to fit the intended purpose of owners, and three theories have been proposed regarding the extension of this obligation to architects. Some believe that architects only bear the “obligation of means”, which only requires efforts to provide a suitable design without guaranteeing a specific result. A few others, however, believe that the architects’ duty is an “obligation of result”, which imposes strict liability on architects to provide a design compatible with the intention of their clients. A third and more fair theory has also been developed that differentiates architects’ obligations based on the type of structure. This article looks into these theories and the reasons behind each of them.

Analysis of Implementation of Mayor Regulation Number 31 of 2018 on BMD Removal Procedure in Surakarta

The Standard Operating Procedure for BMD elimination becomes the realization of BPKAD Surakarta in attempting to manage BMD. This study set out to investigate the implementation of the BMD removal process in Surakarta and to prove the suitability of Mayor Regulation No. 31 of 2018 with the BMD removal procedure in Surakarta. The present study employs descriptive analysis including data collection, literature study, observation, and interviews. The results of this study indicate that the SOP for eliminating BMD at BPKAD Surakarta is following Mayor Regulation No. 31 of 2018. Even though the applicable guidelines are appropriate, the implementation of the BMD removal process is inseparable from several obstacles, such as there are still differences in objects between the physical BMD in the field and the list, plans to write off goods, and human resources less competent in the field of eliminating BMD. There are no guidelines for naming goods and lack of human resources in OPD in the BMD as well as the sorting process has not been recorded at SIMDA. The researchers suggest that separating between BMD that has been recorded at SIMDA, holding refreshments, coordinating meetings on SOP that apply within a certain period or whenever there is a renewal of regulations, making preparation of standards for naming goods, and collaborating with third parties in the form of professional service providers to sort BMD recorded in SIMDA.

ECONOMIC TRENDS IN THE REGION OF SOUTHEAST EUROPE AND THE SPECIFICITY OF THE CEFTA AGREEMENT

<p><span style="font-size: 12.0pt; line-height: 107%; font-family: 'Times New Roman',serif; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA;">Economic collaboration among Southeast European countries and the establishment of free trade with the European Union are seen as potential drivers for regional development. However, given the region's intricate political landscape and historical challenges, achieving these objectives faces hurdles stemming from political and historical complexities. In an effort to fortify regional ties, the European Union has provided support through mechanisms such as Bilateral Free Trade Agreements, Generalized Trade Preferences, and the Central European Free Trade Agreement (CEFTA) of 2006. Since the inception of the CEFTA agreement in 2006, the Free Trade Agreement has emerged as a pivotal catalyst in enhancing international trade in Southeastern Europe. It has played a crucial role in fostering economic integration, streamlining trade processes, boosting regional trade volumes, and establishing a cohesive economic zone that appeals to foreign direct investors and facilitates the mobility of professional service providers. Over the past fifteen years, intra-regional trade has experienced significant growth, accompanied by a rising proportion of trade occurring within the region. The liberalization of trade within CEFTA has not only stimulated market competition but has also spurred integration across various sectors and industries in the region. Furthermore, it has acted as a catalyst for foreign direct investment, both from external sources and within the region itself.</span></p>

Applying Harm Reduction Principles to the Work of Social Workers and “Equal – Equal” Peer Counsellors

This article presents a study on individuals who provide harm reduction services following the “Equal – Equal” principle – “Equal – Equal” consultants. Their activities are not regulated or extensively studied in Lithuania, but they are being implemented in practice. Both at the scientific and practical levels, there is a discussion about the effectiveness of “Equal – Equal” interventions, so it is likely that services provided on the “Equal – Equal” principle will be integrated into the system of assistance for individuals using psychoactive substances in the future. The study aimed to reveal how “Equal – Equal” consultants and one of the “traditional” harm reduction service providers – social workers – apply harm reduction principles when providing services to individuals using psychoactive substances. During the study, the “Equal – Equal” principle was revealed, harm reduction principles were identified, and the main similarities and differences in the application of harm reduction principles between professional service providers – social workers and “Equal – Equal” consultants were determined. The qualitative study found that collaboration with communities using psychoactive substances is not typical for the activities of social workers. This group is more inclined to focus on client abstinence, and there is a related moral judgment of the client. Social workers apply the principle of collaboration with the client on a broader scale than “Equal – Equal” consultants. The application of the autonomy principle in social work is complicated by the “double mandate dilemma.” “Equal – Equal” consultants view psychoactive substance use in a very pragmatic way, emphasizing problem-solving strategies based on humanism. Both groups prioritize client life and health protection, rely on an individual approach to the client, and experience difficulties due to emotionally driven desires to influence client decisions.

Student leadership: A tool for accessibility beyond the classroom

Complete access to the college experience includes being a part of the campus culture and equitable opportunities to interact with peers beyond the classroom. While professional disability service providers can remove barriers in classrooms, residence halls, and beyond, there are corners of the campus experience best reached by students.

Negotiating Social Protection and Care: A Study of First-Generation Older Turkish Community in London

Access to social protection in old age is crucial and yet contingent upon negotiations between the social structures of the welfare states and the personal networks within which individuals are embedded. International migration, changing family dynamics, and the transformation of care and other welfare policies in the global North make it challenging for older migrants to negotiate social protection. Drawing on 45 semi-structured interviews with first-generation older Turkish migrants in London and 13 semi-structured interviews with professional service providers for the community, the paper aims to investigate the assemblages of formal and informal social protection in the lives of older migrants. Findings indicate the complexity in accessing informal social protection and the navigation of formal care support in the UK for first generation older Turkish migrants and the contingency of access to formal care services on informal support networks for participants. It has been demonstrated that built infrastructure and policies aimed at older adults have great influence on assemblages of care, highlighting the need for more age-friendly and integrated policies to facilitate access to social protection for diverse groups of older adults.

Application of a Digital Mental Health Clinic in Secondary Schools: Functionality and Effectiveness Evaluation.

Adolescents experience relatively more stress than other populations as they are facing rapid physical changes and adapting to complex social environments. However, access for this population to professional service providers is limited. Therefore, there is an increasing need for access to mental health services and new mental health care resources tailored to adolescents. The aim of this study was to evaluate the functionality and effectiveness of a school digital mental health clinic (DMHC) created by a Chinese psychiatric hospital and provided to secondary school students for a trial. The trial period of the DMHC was from January to July 2021 at three secondary schools in Taizhou City, China. Under a collaborative agreement between the local educational bureau and provider, use of the DMHC was free to all students, teachers, and staff of the schools. The functionality of the DMHC was compared with existing digital health interventions introduced in the literature and its effectiveness was quantitatively analyzed in terms of the volume of received counseling calls, number of calls per 100 students, length and time of calls, and reasons for the calls. The mini course video views were analyzed by topics and viewing time. The design functions of the DMHC are well aligned with required factors defined in the literature. The first advantage of this DMHC is its high accessibility to students in the three schools. All functions of the DMHC are free to use by students, thereby eliminating the economic barriers to seeking and receiving care. Students can receive virtual counseling during or after regular working hours. Acceptability of the DHMC was further ensured by the full support from a national top-tier mental health facility. Any audio or video call from a student user would connect them to a live, qualified professional (ie, a psychiatrist or psychologist). Options are provided to view and listen to resources for stress relief or tips to help address mental health needs. The major reasons for the counseling calls included difficulties in learning, interpersonal relationships, and emotional distress. The three topics with the highest level of interest for the mini course videos were emotional assistance, personal growth, and family member relationships. The DMHC served as an effective tool for crisis prevention and intervention during nonworking hours as most of the live calls and mini video viewing occurred after school or over the weekend. Furthermore, the DMHC helped three students at high risk for suicide and self-injury through live-call intervention. The DMHC is an effective complementary solution to improve access to professional mental health care facilities, especially during nonworking hours, thereby helping adolescents meet their mental health needs. Extension of the DMHC into more schools and other settings is recommended.

How does a hospital servicescape impact the well-being and satisfaction of both health care customers and professionals?

Purpose The purpose of this study is to examine how servicescapes impact well-being and satisfaction of both hospital customers (patients) and health care professional service providers. Design/methodology/approach The study investigates how a hospital servicescape impacts two critical outcomes – well-being and satisfaction – of both hospital patients (customers) and health care professionals, who are immersed in that environment. Findings The hospital servicescape had a greater impact on physical, psychological and existential well-being for professionals than for patients. However, the reverse was true for satisfaction. The new servicescape enhanced the satisfaction and physical and psychological well-being of professionals but only the satisfaction of customers. Research limitations/implications The study implications for health care policy suggest that investment in health care-built environments should balance the needs of health care professionals with those of customers to benefit their collective well-being and satisfaction. Practical implications Based on the findings, the authors propose that servicescape investments should focus on satisfying the physical needs of patients while also placing emphasis on the psychological needs of professionals. Social implications Health care spending on physical facilities should incorporate careful cost-benefit analysis, ensuring that beneficial features for both user groups are included in new hospital designs, omitting features that are less supportive of well-being. Originality/value To the best of the authors’ knowledge, this study is the first to compare the impact of the same real-life servicescape on the satisfaction of both customers and service providers (professionals) and considers the critical health outcome of well-being.

The experience and support needs of adult family members who face a sudden adult death: A systematic review study

This systematic review explored the experiences of adult family members with support from professional service providers when faced a sudden death of an adult family.
 The reviewers used Joanna Briggs Institute methods, tools and software. Database searches were carried out, including in ASSIA, CINAHL, MEDLINE, PsychArticles. These were supplemented with searches of e-thesis databases, and specialist law sites. Studies were identified for inclusion if they were qualitative, written in English and published between 1990 and December 2021.
 The review identified family members received support at the time of a sudden death from a range of sources. However, there are differences in timing and content and for some relatives, barriers to access and unmet needs. Experiences of support from professionals were varied and some had more positive outcomes than others. A relationship between the family member and the professional perceived as supportive led to benefits in relation to processing grief.
 While informal support and information is essential for relatives, anticipation of needs and appropriate responses require regulated professionals and organisations who encounter the bereaved to be visible, accessible, skilled and able to respond. It is recommended this is formalised in standards or protocols for support in relation to sudden death situations.

Research on the Influencing Factors of Sustainable Supply Chain Development of Agri-Food Products Based on Cross-Border Live-Streaming E-Commerce in China.

The organization and coordination of cross-border e-commerce platforms in agricultural product trading are continuously increasing, and the involvement of digital platforms has driven the integration and development of cross-border agricultural product supply chains with live-streaming e-commerce, effectively facilitating the comprehensive development of producers, sellers, and professional service providers within the ecosystem. However, despite the growing importance of this integration model in the market, there are still numerous unresolved issues from a supply chain perspective, and existing research provides relatively limited guidance on the effective operation of this integrated supply chain model. To address this gap in theoretical research, this study first delves into the essence and fundamental characteristics of sustainable cross-border agricultural product supply chains in the context of live streaming. Secondly, employing grounded theory as the primary research method and combining platform theory and ecosystem theory, an influencing factor system and an impact model for the development of sustainable cross-border agricultural product supply chains in the context of live streaming are constructed to gain a more comprehensive understanding of the complexity of this integrated supply chain model. Finally, from the perspectives of government agencies and practitioners, development pathways for sustainable cross-border agricultural product supply chains in the context of live-streaming e-commerce are proposed, aiming to enhance existing research and provide decision-making support for relevant stakeholders in formulating development strategies. The findings of this study contribute to expanding the research perspective on the ecosystem of live-streaming e-commerce and sustainable cross-border agricultural product supply chains, providing theoretical support for the establishment and operation of sustainable cross-border agricultural product supply chains in the context of live streaming. Additionally, it offers important references for promoting the sustainable development of live-streaming e-commerce and cross-border agricultural product supply chains, facilitating industry upgrading, global agricultural trade, and achieving mutually beneficial outcomes.

Le projet Massira 2010 à la Lyonnaise des Eaux de Casablanca (Lydec)

In 1997, Morocco’s authorities chose professional service provider Lyonnaise des Eaux to resolve the problems with the provision of water and electricity in Casablanca. Ten years later, faced with a review, they found that projects hadn’t been documented. In preparing for a difficult review, the management neglected internal communications. Faced with a demoralized team, Jaouad Benhaddou turned to Zineb Benabdejlil who proposed using Appreciative Inquiry to find a positive way forward for the organisation. Zineb asked Jaouad to recount the experience for this article.

Mental health literacy of Chinese nurses from public general and psychiatric hospitals: a cross-sectional study.

Mental health literacy (MHL) is crucial to address issues related to mental illness. Nurses' MHL is even more important because they are expected to deal with both the physical and psychological consequences of mental disorders. This study investigated the level, discrepancy, and characteristics of MHL among Chinese nurses from both public general and psychiatric hospitals; identified influential factors; and explored the relationship between MHL and mental health status. Using a stratified cluster sampling method to select participants, a cross-sectional survey was conducted to describe the MHL of 777 nurses from 13 general and 12 psychiatric hospitals using the Chinese version of the Mental Health Literacy Scale, Patient Health Questionnaire-2, Generalized Anxiety Disorder-2, and a demographic questionnaire. A multiple regression analysis was used to determine the factors influencing MHL among the nurses recruited. The participants' total score on the Chinese version of the Mental Health Literacy Scale was 93.25 (SD = 10.52). Multiple regression analysis revealed that nurses who worked in psychiatric or higher-level hospitals, with higher professional titles or higher education had higher levels of overall MHL and core MHL, while those working in general hospitals, with shorter work duration, or who were unmarried had higher social acceptance of patients. Nurses' MHL was closely correlated with their mental health status. The overall and core MHL of Chinese nurses were at a moderate level, with social acceptance remaining at a relatively low level. There is an urgent need for MHL promotion programs to improve the MHL of clinical nurses. The focus must be given to overall MHL, especially core MHL, for non-psychiatric nurses to enhance their competence in mental health promotion and identification; more emphasis should be placed on the social acceptance of patients with mental illnesses for psychiatric nurses to improve their provision of professional services. Better MHL would be a formula for improving nurses' own mental health and their mental health service competence.

Nomenclature for standardized designation of diploid genotypes in genetically modified laboratory animals.

Information about the diploid genotype of a gene-modified or mutant laboratory animal is essential for breeding and experimental planning. It is also required for the exchange of animals between different research groups or for communication with professional genotyping service providers. While there are detailed, standardized rules for creating an allele name of a genome modification or mutation, the notation of the diploid genotype after biopsy and genotyping has not been standardized yet. Therefore, a uniform, generally understandable nomenclature for the diploid genotype of gene-modified laboratory animals is needed. With the here-proposed nomenclature recommendations from the Committee on Genetics and Breeding of Laboratory Animals of the German Society for Laboratory Animal Science (GV-SOLAS), we provide a practical, standardized representation of the genotype of gene-modified animals. It is intended to serve as a compact guide for animal care and scientific personnel in animal research facilities and to simplify data exchange between groups and with external service providers.

Sheba.xyz: Codifying household service solutions using a digital platform

The service industry is polarizing e-commerce in Bangladesh across multiple sectors. Sheba.xyz is a marketplace for household services linking customers with verified on-demand professional service providers. By integrating technology and service experts, the platform has transformed the service industry, paving the way for other service provider markets to also adopt virtual strategies. This is probably because online platforms, like Sheba.xyz, have a sustainable future—commercially speaking—in this domain. Furthermore, the notion of an industry’s lifecycle has become outdated as innovations can be frequently made in a virtual form. This case provides an overview of Sheba.xyz, along with its current challenges and its future opportunities.

Comparative Study of Public Services in Pangalengan and Coblong Districts

Public services are all activities in the framework of fulfilling basic needs in accordance with the basic rights of every citizen and resident over goods, services and or administrative services provided by service providers related to public interests. Communities as customers have needs and expectations for the performance of professional public service providers. The task of the Central Government and Regional Governments is to provide public services that are able to satisfy the public. The implementation of decentralization and regional autonomy policies in Indonesia has resulted in local governments having the responsibility and authority to determine minimum service standards. The fundamental problem in the process of public service in Indonesia is about ethics. There are no universal standards regarding norms or ethics as well as sanctions that specifically regulate violations committed by officials in public services.