Services Arena Research Articles

Behavioral Coping Plans: One Inter-Professional Team's Approach to Patient-Centered Care

BackgroundSurgical encounters for children with Autism Spectrum Disorder (ASD) are stressful to patients, families and health care providers. It is recognized that parents best anticipate needs of children with ASD. Including a family in the plan of care for the child is imperative. In response to the need for targeted, tailored care, an inter-professional surgical services team convened to determine best practices for addressing a behavioral and developmental plan for children with ASD in the surgical services arena. PurposeThis evidence based practice project was conducted to optimize best practices for perioperative staff in caring for children with ASD through a targeted, individualized plan of care for the autistic child and his or her family. MethodsPsychosocial and medical care strategies were utilized to create a coping plan with standardized questions. The coping plan allowed for tailored interventions specific to each child's needs. ConclusionActively reducing the anxiety a child experiences in a current encounter is paramount to the success of future visits. The coping plan is a formalized summary aimed at helping healthcare providers give individualized care, thereby decreasing the anxiety of both the parent and child. The individualized plan outlines the needs of the patient and allows for the medical team to make adaptations to lessen the stressors a health care visit can present. Plans are shared with the medical team, documented, and updated in the electronic medical record for future encounters. Information captured includes: previous healthcare experiences, sensory sensitivities, communication methods, stressors and coping suggestions. Utilizing best practice, patients are able to receive individualized care to foster positive coping experiences within healthcare.

Analyzing the Complexity of Performance Information Use: Experiments with Stakeholders to Disaggregate Dimensions of Performance, Data Sources, and Data Types

AbstractThis article addresses important questions about the complex construct of underlying performance information use: public service performance. A between‐subjects experimental vignette methodology was implemented to answer questions about the effects of emphasizing different dimensions of performance and the sources and types of performance information among internal and external stakeholders in two service arenas (secondary education and solid waste management) in Hong Kong. The findings indicate common attitudes and agreement across stakeholder groups and services on the merits of archival and external data types. Other results vary by service and between stakeholder groups. The effects of information about effectiveness can depend on its combination with information about efficiency or equity. This complexity needs to be considered when designing information communication to different stakeholder groups.

Service Learning: A Useful Pedagogy to Engage Community Health Education Students in a Resource Management and Grant Writing Course

Individuals in the health and social service arena are often required to obtain programmatic funds through grant and proposal writing; however, in this highly competitive era, these funding avenues have become more difficult to obtain. The literature is limited and mainly related to curriculum practices used to prepare students to work in the field of community health. A Resource Management and Grant Writing course taught in an undergraduate program that prepares students for Community Health Education Specialist certification uses a service-learning approach to teach specific National Commission for Health Education Credentialing knowledge and skills, including components of a grant. This article describes a successful service-learning process employed with these students.

Does fathers' involvement in services affect mothers' likelihood of reunification with children placed in foster care?

Social science literature shows associations between fathers' involvement with their children and beneficial developmental outcomes of those children. A related but smaller body of research in the child welfare services arena has found measures of father involvement to be positively associated with beneficial child welfare outcomes, including child's reunification with parent after placement in foster care. However, the pathway by which father involvement affects reunification likelihood has not been determined. This study builds on the existing body of literature by testing a theoretical basis for the relationship between father involvement (measured as service use) and mothers' reunification in a model controlling for family structure. I find that fathers' involvement in services improves mothers' likelihood of reunification, independently of family structure. Results suggest that agency efforts to involve fathers in services make sense both when the aim is to prepare the father for possible custody, and when the aim is to reunify the mother.

Managing satisfaction in cultural events: Exploring the role of core and peripheral product

1.INTRODUCTIONSatisfaction is a key concept within the marketing discipline and specifically within the area of consumer behaviour. Satisfaction in the arts is mostly derived from a combination of three elements: the subjective and experiential aspects of the cultural product, the quality of the venue and the quality of the associated peripheral services (Hume, 2008a). According to this author, studies on satisfaction with cultural events are key to understanding customer motives to repurchase subscription which can increase the arts organization's profitability, this being a main goal of the currently complex entertainment arena.This study focuses on satisfaction among visitors of an art exhibition, namely, on a cultural service experience. Research on satisfaction in this context has derived from marketing studies of arts and culture (Baumol and Bowen, 1966; Kotler and Levy, 1969, Levy and Czepiel, 1975; Kirpalani, 1975; Nielsen and McQueen, 1975; Mokwa, Dawson and Prieve, 1980; Evrard and Colbert, 2000). In this context, Colbert (1993) underlines the independence of the cultural product from the remaining variables of the marketing mix. In other words, the cultural product arises independently of the market needs and preferences. Once the work of art is created, marketing managers would look for the audience interested in such a product and then form the suitable price and make promotion and distribution decisions. Revisiting this model, Cuadrado and Molla (2000b) include the difference between core and peripheral product following Laczniak's (1980) proposal. The core product - a work of art, refers to a creation independent of consumers and aimed at preserving an author's artistic integrity. However, the augmented product must be defined together with the other variables of the marketing mix to make the cultural offer more attractive, competitive and adapted to the audience. The final aim is to have more satisfied audiences while allowing artists and arts organizations to reach their objectives.Within studies on satisfaction, the role of the formal and augmented product in the assesment of satisfaction with a cultural service has received scant attention. This study considers the importance of both the formal product, the artistic performance or activity itself, and the augmented product, i.e. the attributes connected with the artistic event, including amenities such as cloakroom facilities, parking facilities, etc. (Hume et al, 2006), which support the show (Moses, 2001), in the measurement of satisfaction for future managerial purposes. In other words, we measure the core and the peripheral product related to the consumer's satisfaction experience in the cultural service arena. In this regard, the work by Joy and Sherry (2003) examining different determinants of art appreciation in a museum through qualitative research supports our research. Moreover, previous research in this context has found that the core and peripheral services have different impacts on service management effectiveness (Ferguson et al., 1999). Customers make their repurchase decisions based on the perceived quality of both core and peripheral services, mediated by perceived value and customer satisfaction (Hume, 2008 b). Further research has shown that only the quality of peripheral services has a direct impact on customer's intention to return (Hume and Sullivan, 2010).The present work includes a review of the relevant literature on satisfaction essential for the rigour of the empirical research. After a presentation of the study event, there is a description of the quantitative research carried out through personal survey and aimed at analysing visitors' assessments of the exhibition itself and the exhibition peripherals. Finally, the paper closes with a discussion on research findings and its implications.2.MEASURING SATISFACTION IN ARTS AND CULTURECustomer satisfaction is mostly defined by means of comparing a product's perceived performance in relation to pre-consumption expectations. …

Network and Service Management

The papers in this special section focus on network and service management in the telecommunications services arena.

Self-efficacy as a Mediator and Moderator Between Emotional Labor and Job Satisfaction: A Case Study of Public Service Employees in Taiwan

ABSTRACTThis study examines the perplexing relationship between emotional labor and job satisfaction in the public service arena and in a non-Western context. The results of regression analyses from a dataset of 315 frontline employees in Taiwan support the concept that different forms of emotional labor have distinct patterns of relationship with job satisfaction. Furthermore, self-efficacy mediates the positive effect of emotional labor and alleviates its negative relationship with job satisfaction. These findings are a reminder that while emotional labor can be taxing, the potential for job satisfaction to increase, rather than decrease, through effective management of such labor should not be underestimated.

Perceptions of Gangs and Crews by Justice-Involved Youth and Implications for Best Practice Work

ABSTRACTGangs and crews are at center stage when discussing youth violence. According to client-centered best practices in the social service arena, distinguishing between gangs and crews is not important for developing a trusting relationship; yet these terms are a master status for those agencies aimed at enforcement and suppression. Social service providers must navigate these different landscapes, particularly in light of their increasing involvement in multistakeholder violence-reduction partnerships. However, the voices of youth themselves have been left out of the mix. Perceptions of youth identified as gang affiliated or at risk for gang membership are used to empirically investigate how these best practices tensions should be navigated by service providers. Semistructured interviews with 41 youth involved in an employment program show that crews are perceived as less violent and less dangerous than gangs, and youth actively resisted the gang label, even though there were no differences in criminal records between self-identified gang and crew members. Implications for the important role of service providers in providing client-centered services and bringing forward youth voices into collaborative partnerships are discussed, as are future research needs relating to linking youth voices to best practice work.

Student veterans and the academic library

Purpose – The purpose of this study is to investigate whether student veterans have specific library-related needs and how librarians can best meet them. Design/methodology/approach – Researchers developed a survey which was administered both online and in paper copies. The survey results indicated need for further investigation; six face-to-face interviews with volunteers were conducted. Findings – Principle findings were that while student veterans do resemble nontraditional students in their needs and characteristics, important distinctions from that population could be noted. In addition, dedicated student veteran centers and/or offices provide librarians with the best possible means of communications with this particular population. Research limitations/implications – This case study demonstrates that individual institutions are well-served to investigate the specific characteristics of their own student veteran population. Librarians can utilize outreach to student veterans through their institution’s veteran center (if available), and may wish to employ the specific outreach practices detailed in the study. Originality/value – Virtually no other qualitative or quantitative research regarding the specific needs and characteristics of this academic population exists in the literature of the library sciences, and the academic literature that does address the population, coming from the student services arena, does not include mention of academic libraries.

Privatizing State Power in International Finance

This Article critically examines post-financial crisis whistleblower regimes and their impact on contemporary financial markets. In particular, the Dodd-Frank whistleblower program, as implemented by the United States Securities and Exchange Commission, has received significant attention in legal, political, and popular quarters. Some praise the whistleblower program as essential to aiding the government’s efforts in overcoming enforcement challenges, while others remain wary of the program’s unintended effects. This Article advances the debate — in favor of whistleblowers — by offering an updated analysis of the program’s benefits and costs, in light of recent trends in complexity and innovation that have made financial activity much more diffuse.By weighing the program’s utility in the postcrisis financial landscape, together with its benefits and costs, this Article argues that the SEC whistleblower program is, on balance, desirable: not only because whistleblower solutions can be effective at detecting financial misconduct in complex financial spaces, but also because they serve other valuable social and economic goals. Overall, the aim of this Article is to prompt further conversation about whistleblower programs by critically examining the crux of regulators’ need for whistleblowers in the financial services arena, revisiting a conceptual cost-benefit analysis of the program, and suggesting certain aspects of the SEC program that are ripe for revaluation and, potentially, redesign.

Iplanit- Digitally enabling service transformation

Introduction: The impact of austerity measures, the growing requirement to evidence value and deliver more person centered services has created a challenging and complex climate for organisations to work in. A number of supported housing, mental health and disability related support providers in UK have implemented “intelligent” support plans to provide “live” evidence of achievement of patient outcomes in order to satisfy an array of performance indicators and quality standards in a way that monitors risk, and makes sure that support is high quality and meaningful to vulnerable adults. Aims & Objectives: Based on feedback from a number of national rollout projects of the web based support planning service iplanitthis presentation underlines how appropriate use of new technologies can mitigate the challenges faced across social care delivery and enhance quality, reduce costs and promote inclusion. It explores some of these themes combined with practical insight and experience on what can work when committed management and teams collaborate with individuals, families and other professionals to overcome cost restrictions and deliver new levels of service in a way that is consistent with person centered principles. It outlines the potential for new working practices fostered by more agile working which can support immediate cost savings in a range of areas. It discusses how this can also help manage the workforce, optimise productivity and support the primary goal of being able to provide better services to individuals and the community. Results: • Tracking “live” outcomes at the point of care: Given that organisations must optimise efficiency without impeding quality an alternative approach is needed. When this information is captured “live” on a day to day basis, providers can create a culture of accountability and transparency within the organisation. We have quantified significant ROI savings, improvements in outcome achievement, reductions in errors and risk to service users and a higher level of compliance with CQC and other standards amongst all providers using this approach. • Demonstrating Effectiveness and ValueThe social care and mental health services arena is a much more competitive market place than a decade ago. Today support providers need to show the distinctive value that is added by their service and demonstrate compliance to quality standards based on real data as opposed to anecdotal or sector generic evidence – all available on your tablet, mobile or office computer. For funders, inspectors, provider management, line management, staff and service users/patients, this creates an unprecedented level of transparency, accountability and inclusion to help transform services in terms of efficiency, risk management, person centeredness and outcomes focus. International Digital Health and Care Congress, The King’s Fund, London, September 10-12 2014. International Journal of Integrated Care – Volume 14, 01 November – URN:NBN:NL:UI:10-1-116507– http://www.ijic.org/ Conclusions: Innovative, “intelligent” support plans can transform service delivery in health can social care. Using a platform such as iplanit, intelligent support plans can capture and track outcomes, provide evidence of effectiveness and demonstrate provider value. Using a platform such as iplanit they can also improve workforce planning, team and agency communication, promote service user inclusion, and manage risk without compromising person centred principles.

The Changing Role of Private, Nonprofit Organizations in the Development and Delivery of Human Services in the United States

With diverse missions and multiple service provision strategies, nonprofit human services organizations have worked individually and collaboratively to create responses to social problems throughout the history of United States. This article highlights the important historic roots of the sector in understanding the scope and breadth of nonprofit human service organizations today. Challenges influencing this set of organizations, including the competing values of contracting out versus collaboration and the push-pull of grassroots or community-based versus professionalized orientations, are discussed. the article closes with important questions for nonprofit leaders and policymakers about the role of government in the human services arena.

Collaborating online: the roles of interactivity and personalization

Collaborating with customers is considered a new source of competitive advantage so customer participation and involvement are emerging as key strategic factors. This research studies how interactivity and personalization influence both customers' participation during the online purchase of information services and their intentions to continue participating. It also analyzes whether personalization and interactivity improve customer involvement with the service purchased in online environments. Results verify the importance of interactivity and personalization to foster customer participation, involvement and intentions to continue participating. Moreover, it is found that interactivity moderates the effect of personalization, increasing its influence on service involvement and intentions to participate. This paper demonstrates the convenience of analyzing involvement and participation together in order to understand customer collaboration, as well as the importance of the purchase context from a participation and socialization perspective in the services arena.

Cyprus Investment Firms

This article attempts to demonstrate the significance of an investment firm in Cyprus for investors as well as any other individual involved in the financial services arena. The implementation of the provisions of the MiFID Directive into the domestic law contributes in Cyprus having a reliable playing role in the field of investment activities. MiFID offers investors and businesses a single passport to provide services across the EU by establishing an investment firm in Cyprus so the investors are able to receive excellent legal, accounting and banking support and assistance.

Transport Services and Their Impact on Poverty and Growth in Rural Sub-Saharan Africa: A Review of Recent Research and Future Research Needs

This paper reviews recent transport services research in rural sub-Saharan Africa, with reference to the crucial significance of transport services for reducing poverty and encouraging growth. It focuses on issues key to improved well-being: generation of direct employment, broader economic effects on agricultural and off-farm activities, and social effects regarding health and education. Throughout, the emphasis is on implications for vulnerable groups. Attention is drawn to the potential of recent developments, notably connectivities associated with motorcycle taxis and the rapid expansion of mobile phones. Significant knowledge gaps in the transport services arena are identified, from impacts of climate change, conflict and pedestrian porterage to the economic valuation of transport, village transport operations and road safety. Suggestions are made regarding the type of studies and methods which could help to reduce some of these gaps.

Women in Bangladesh Civil Service: Stumbling Blocks towards the Way of Participation

Bangladesh is considered as a developing country, half of the total population comprises women. Their socioeconomic condition is poor. The position of women in the family is very complex regarding different aspects like tradition, security, and equality of men-women, social dignity and for multifaceted stress. Here participation of men and women social development activities is not equal. Many activities of women are not counted as productive work. Consequently, socioeconomic development cannot be achieved in the real sense without the strong participation of women at the decision making activities in society. According to practice of our society, Women are leg behind culturally, socially and economically. All kinds of conveniences and chances are needed to be delivered to ensure active participation of women in all spheres of life. The government is the largest employer in Bangladesh. Therefore, women’s inclusion in different cadre service is very noteworthy and needs superior attention from for the appointment of women in Bangladesh Civil Service (BCS). The Government of Bangladesh (GOB) has already taken some policy measures to ensure justifiable participation of women in the civil service arena. A quota system was introduced by GOB to increase participation of women in the government service sector. Yet the presentation of women in government services has not got a reasonable level. Hence, detecting the stumbling blocks of women's participation in the BCS and take necessary steps to remove the stumbling blocks is the main purpose of my research. An effort has been made in this paper to evaluate the prevalent employment status of women in BCS cadres with a focus on the stumbling blocks faced by the women civil servants which discourage participate them in the BCS.

Examining Meta-Analytic Approaches For Evaluating Multi-Year Wellness Program Impact: An Example From The Health And Human Service Arena

The current investigation examines the use of meta-analysis to evaluate the impact of a community-wide health care initiative across a four-year period. This community-wide initiative began in an effort to create a “healthy community” in a small mid-western city. This multi-level, longitudinal study incorporates the use of meta-analysis in an effort to examine treatment effects across the areas of knowledge of health issues, reported healthy behaviors, and clinical measures. Issues regarding the challenges associated with the synthesis of different types of effect size measures across time, as well as concerns associated with multi-site repeated measure responses, are presented. Results of the effect size analyses are presented using odds ratios.

An Empirical Analysis of the Relationship between Emotional Intelligence and Emotion Work: An Examination of Public Service Employees

Scholars and researchers have stressed the importance of emotional intelligence and emotional work. Both areas consider emotions in the workplace, and emotion cannot be separated from today’s organizational life. Theoretically, an emotionally intelligent person may enhance his or her performance of emotion work in the service arena. Thus far, few studies have empirically examined the relationship between emotional intelligence and emotion work in the public service arena. This study examines the model of emotional intelligence and emotion work in a sample of public service employees representing a broad variety of jobs. Structural Equation Modeling (SEM) was used to empirically test the hypothesized model. The findings show that emotional intelligence plays a partially significant role in the performance of emotion work. Others’ emotional awareness and self-emotional management were found to be variables related to performance of emotion work.

Antitrust Risk in Practice Mergers: A Framework for Evaluation

Antitrust Risk in Practice Mergers: A Framework for Evaluation

Hierarchical Online Problem Classification for IT Support Services

The overwhelming amount of various monitoring and log data generated in multitier IT systems makes problem determination one of the most expensive and labor-intensive tasks in IT Services arena. Particularly the initial step of problem classification is complicated by error propagation making secondary problems surfacing on multiple dependent resources. In this paper, we propose to automate the process of problem classification by leveraging machine learning. The main focus is to categorize the problem a user experiences by recognizing the real root cause specificity leveraging available training data such as monitoring and logs across the systems. We transform the structure of the problem into a hierarchy using an existing taxonomy. We then propose an efficient hierarchical incremental learning algorithm which is capable of adjusting its internal local classifier parameters in realtime. Comparing to the traditional batch learning algorithms, this online solution decreases the computational complexity of the training process by learning from new instances on an incremental fashion. Our approach significantly reduces the memory required to store the training instances. We demonstrate the efficiency of our approach by learning hierarchical problem patterns for several issues occurring in distributed web applications. Experimental results show that our approach substantially outperforms previous methods.