Unfamiliar Service Research Articles

When the road is rocky: Investigating the role of vulnerability in consumer journeys

Journey research has primarily analyzed agentic, solo travelers making rational single-purchase decisions. In contrast, we examine a journey where consumers and their traveling companions are vulnerable and must navigate an unfamiliar service system. We explore how vulnerability shapes consumer journeys, how service and system factors impact vulnerability, and how traveling companions influence agency and vulnerability. Using data from an extensive study into end-of-life care, our results reveal novel insights into the role of consumer vulnerability throughout a journey. We show how the ebb and flow of consumer vulnerability shapes the journey, and how the journey shapes vulnerability. Traveling companions, themselves vulnerable, play a major role in influencing vulnerability and the journey itself. We offer managerial implications for organizations whose consumers are in vulnerable situations.

Beyond satisfaction in person-centered pharmacy services

Patient self-reported satisfaction is commonly used as an assessment of service experience and quality for community pharmacy services. This commentary discusses alternative foundational approaches to evaluating service experience and quality in patient-centered care. It describes historical and recent literature pertaining to the development and use of satisfaction measures for service design and patient experience assessment. It then highlights potential limitations of patient satisfaction as an assessment tool for patient-centeredness and patient experience identified in the pharmacy literature, which include criticisms that use of patient satisfaction may compromise accuracy in measuring quality due to factors such as patients having poor knowledge of and low expectations for quality and having a predisposition toward rating satisfaction highly when experiencing no-cost and/or unfamiliar services. Moreover, satisfaction measurements may change based on service exposure, with patient preferences for service offerings changing with increased service exposure and variation in patient-specific and environmental factors. After discussing limitations and criticism of patient self-reported satisfaction, we introduce alternative assessments methods which may facilitate more accurate assessments of patient experience and patient-centered pharmacy services such as patient-reported outcomes measures (PROMs), patient-reported experience measures (PREMs), and human-centered design techniques such as journey mapping, prototyping, and user testing to design and assess patient-centered pharmacy services. These alternative assessments are rooted in, or related to preferred implementation science approaches to establishing, evaluating, and sustaining pharmacy services.

Preferences for telehealth: A qualitative study with people accessing a new mental health service.

To examine preferences for telehealth versus in-person services for people who sought mental health support from an unfamiliar service during the COVID-19 pandemic and to identify the factors that influenced these preferences. Data are drawn from semi-structured interviews with 45 participants (32 people who accessed mental health services, 7 informal support people, and 6 people who accessed services themselves as well as identifying as informal supports). Data relating to experiences of telehealth, comparisons with in-person services and preferences were coded inductively and analysed using qualitative content analysis. Just over half of the participants in our sample preferred telehealth or at least regarded it as a suitable option. Those who preferred telehealth were more likely to have had direct experience, particularly via videoconferencing, as part of their access to this new mental health service. Reasons for preferring in-person services included belief in the superiority of interpersonal communication in these settings, compatibility with personal communication style and discomfort with technology. Those preferring telehealth cited its convenience, elimination of the need to travel for services, the comfort and safety afforded by accessing services at home and the ability to communicate more openly. Hybrid models of care which harness the unique benefits of both in-person and remote service modalities appear to have a legitimate place in models of mental health care outside of pandemic situations. These results illuminate the potential of telehealth services when engaging with people seeking mental health help for the first time and in situations where existing relationships with service providers have not yet been established.

A new framework for security and trust in cloud computing

Cloud computing is a new concept that refers to a pool of virtual computers resources. Dynamic and scalable internet-based development which is often presented as a service has turned it into a very interesting and significant topic. The service can be a physical machine, virtual machine, software and so on. This study has investigated the problem of building up confidence in cloud environments. To this end, it has designed a model which makes it possible for the users, based on their requirements, to compare a variety of cloud server providers and make their own choice of service provider. The proposed framework enjoys the features of continual availability of trust management service, allocating concessions to cloud service providers, of course, depending on the type of service rendered, utilizing filtering to stop improper storage of ideas, having access to continual service for storing service providers’ information and of allowing transactions to unfamiliar service providers due to risk assessment, and finally storing users’ data in the cloud based on user-defined encoded algorithm. The hopes are that the designed model owing to the above mentioned characteristics can succeed in building trust between users and cloud service providers.

APPLYING THE DIME APPROACH TO A FINANCIAL LITERACY PROGRAM

Financial literacy is defined as “the ability to use knowledge and skills to manage financial resources effectively for a lifetime of financial well-being.” The Money Smart Peer-to-Peer Program (MSP) was developed by the FDIC for use with diverse populations. MSP was culturally adapted for use in Jamaica using the Johns Hopkins DIME process. Peer counselling programs consistently demonstrate that they are acceptable and effective with adults who have limited education and low-income by overcoming barriers that are typically encountered when people attempt to access unfamiliar services or guidance from a professional. Research conducted with the MSP program reveals that program participants were more likely to open and save using deposit accounts, use and adhere to a budget, and have increased confidence in their financial abilities 6 to 12 months after completing the course. Implementation of MSP increases the likelihood that people can retire with dignity and financial security.

Is Ageism Acceptable When it Comes From a Familiar Partner?

This study investigated the perceived acceptability of benevolent and hostile ageist behaviors targeting older adults and whether the acceptability varied depending on the age of the perceiver and the relationship between the person engaging in the ageist behavior and the recipient of the ageist behavior. Young, middle-aged, and older adult participants rated the acceptability of 13 benevolent and 17 hostile ageist behaviors targeting older adults for five different relationship types: younger family members, same-age family members, familiar service workers, unfamiliar service workers, and friends. Participants, regardless of age, rated benevolent ageism to be more acceptable than hostile ageism. Young adults were more accepting of hostile ageist acts than middle-aged and older adults were. However, overall acceptability of hostile ageist acts was low. Familiarity with the perpetrator also affected perceptions of the acceptability of ageist acts. Perceptions of the acceptability of ageism targeting older adults differed as a function of participant age, ageism type, and relationship type. Findings are discussed in light of social identity theory and intergroup contact theory.

Escape to the country: challenges of a migrant population for the rural GP.

> People move to rural locations such as the Orkney Islands seeking a change of environment and pace. However, there is a price to pay for the beautiful scenery and relative isolation. Migrants encounter limited emergency services and difficult access to consultant-led specialties; many find the loss of anonymity, removal from a familiar social network, and harsh winter weather challenging to their mental health. GPs in the Orkney Islands have a role in both advising new patients about unfamiliar services and assisting those who may be struggling in their new environment. An awareness of the potential problems encountered by a migrant population in a rural setting is a vital underlying aspect to the work of every rural GP consultation. Patients stumble into the waiting room, propelled by a passing icy squall raging outside. They are almost uniformly Caucasian, wearing warm, waterproof coats and practical shoes. But one speaks with a Cumbrian accent, and another clearly hails from the Home Counties; two more sound Scottish, but my gradually acclimatising ear picks up both a Glaswegian rumble and an Orcadian lilt. What does a migrant population mean at …

‘It makes a difference, coming here’: A qualitative exploration of clinic attendance among young adults with type 1 diabetes

Young adulthood is a time of significant challenges and risks for people with type 1 diabetes. Poor outpatient clinic attendance is common among young adults with type 1 diabetes. The aim of this qualitative study was to develop a theory explaining attendance at a hospital-based diabetes clinic. Using a grounded theory methodology, data were collected through semi-structured qualitative interviews. Twenty-nine people (21 young adults with type 1 diabetes and eight service providers) from one hospital-based diabetes clinic were interviewed. Interviews were audio-recorded, transcribed, and analysed according to grounded theory methodology. Relationships between young adults and service providers is the core category of this theory. Collaborative relationships between young adults and service providers increased the perceived value of attendance and reduced the vulnerability of young adults to the barriers within the existing service, such as meeting unfamiliar service providers. Relationships between young adults and service providers were developed following opportunities for contact (e.g., structured education programme or crisis of diabetes), and facilitated engagement with the service and further attendance. Barriers to clinic attendance included young adults' negative perceptions of their diabetes self-management and a lack of value associated with attending. The diabetes clinic was described as an important and valued resource by young adults and service providers. Collaborative relationships between young adults and service providers enhanced service provision in this study. According to the results of this study, clinic attendance may be improved by increasing opportunities for relationship development between service providers and young adults. Statement of contribution What is already known on this subject? Attendance by young adults at hospital-based diabetes clinics is important to support self-management. Young adults with type 1 diabetes are at risk of clinic non-attendance. What does this study add? This study presents an explanatory theory of clinic attendance among young adults with type 1 diabetes. According to this theory: Barriers within existing models of service delivery prevent collaboration and may contribute to non-attendance. Relationships between service users and providers can establish or maintain regular clinic attendance by fostering the engagement of young adults with diabetes clinics.

Advancing Family-Centred Care in Child and Adolescent Mental Health: A Critical Review of the Literature

Family-centred care (FCC) is a key factor in increasing health and related system responsiveness to the needs of children and families; unfortunately, it is an unfamiliar service model in children's mental health. This critical review of the literature addresses three key questions: What are the concepts, characteristics and principles of FCC in the context of delivering mental health services to children? What are the enablers, barriers and demonstrated benefits to using a family-centred approach to care in children's mental health? And how can we facilitate moving an FCC model forward in children's mental health? A range of databases was searched for the years 2000–2011, for children ages zero to 18 years. Articles were selected for inclusion if a family-centred approach to care was articulated and the context was the intervention and treatment side of the mental healthcare system. This literature review uncovered a multiplicity of terms and concepts, all closely related to FCC. Two of the most frequently used terms in children's mental health are family centred and family focused, which have important differences, particularly in regard to how the family is viewed. Initial benefits to FCC include improved child and family management skills and function, an increased stability of living situation, improved cost-effectiveness, increased consumer and family satisfaction and improved child and family health and well-being. Significant challenges exist in evaluating FCC because of varying interpretations of its core concepts and applications. Nonetheless, a shared understanding of FCC in a children's mental health context seems possible, and examples can be found of best practices, enablers and strategies, including opportunities for innovative policy change to overcome barriers.

Understanding public trust in services provided by community pharmacists relative to those provided by general practitioners: a qualitative study

ObjectivesTo apply sociological theories to understand public trust in extended services provided by community pharmacists relative to those provided by general practitioners (GPs).DesignQualitative study involving focus groups with members of...

Return on Interactivity: The Impact of Online Agents on Newcomer Adjustment

Abstract As service offerings grow in both range and complexity, how service providers and their customers interact is becoming increasingly important. In response to the challenge of optimizing these interactions, companies have introduced sophisticated online “socialization agents,” whose purpose is to help new customers more effectively adjust to and function within the service environment. The objective of these online agents, or virtual employees, is to help customers evaluate new or unfamiliar service offerings, as well as help companies achieve greater levels of service delivery and financial performance. To investigate this, the authors analyze the process by which online agents help both new and current customers adjust to and function within new, unfamiliar, or complex service contexts. They examine the impact of an online agent on account performance in the banking industry. They find that both interaction style and content of the online agent significantly influence the newcomer adjustment pro...

Return on Interactivity: The Impact of Online Agents on Newcomer Adjustment

As service offerings grow in both range and complexity, how service providers and their customers interact is becoming increasingly important. In response to the challenge of optimizing these interactions, companies have introduced sophisticated online “socialization agents,” whose purpose is to help new customers more effectively adjust to and function within the service environment. The objective of these online agents, or virtual employees, is to help customers evaluate new or unfamiliar service offerings, as well as help companies achieve greater levels of service delivery and financial performance. To investigate this, the authors analyze the process by which online agents help both new and current customers adjust to and function within new, unfamiliar, or complex service contexts. They examine the impact of an online agent on account performance in the banking industry. They find that both interaction style and content of the online agent significantly influence the newcomer adjustment process over time, which in turn influences firm-level performance.

Public views on an extended role for community pharmacy

Abstract The acceptability to the general public of an extended role for community pharmacy was investigated using a social survey methodology. Within one locality, a sample of 133 respondents was drawn from four population groups who were likely to be extensive users of community pharmacy services: active elderly people, mothers of young children, carers of people with disabilities and people in full-time employment. The evidence from the interview survey was supplemented by discussions with community groups representative of the same sections of the population. The results indicate that there is considerable public support for the development of a range of new services in community pharmacies, with a majority of respondents supporting the provision of more information on prescribed medicines, opportunity to discuss minor symptoms with the pharmacist, medicine delivery services, and the holding of patient medication records. There is less support for discussing health promotion with the pharmacist, while cost was found to be a major obstacle to the acceptability of diagnostic testing. Elderly people found all aspects of the extended role less acceptable than did other respondent groups. It is concluded that there is a need to market unfamiliar services, and, if an extended role is to be developed effectively, the nature of the relationship between the roles of the community pharmacist and the GP needs to be demonstrated more clearly to service users.

Parameter learning of personalized trust models in broker-based distributed trust management

Distributed trust management addresses the challenges of eliciting, evaluating and propagating trust for service providers on the distributed network. By delegating trust management to brokers, individual users can share their feedbacks for services without the overhead of maintaining their own ratings. This research proposes a two-tier trust hierarchy, in which a user relies on her broker to provide reputation rating about any service provider, while brokers leverage their connected partners in aggregating the reputation of unfamiliar service providers. Each broker collects feedbacks from its users on past transactions. To accommodate individual differences, personalized trust is modeled with a Bayesian network. Training strategies such as the expectation maximization (EM) algorithm can be deployed to estimate both server reputation and user bias. This paper presents the design and implementation of a distributed trust simulator, which supports experiments under different configurations. In addition, we have conducted experiments to show the following. 1) Personal rating error converges to below 5% consistently within 10,000 transactions regardless of the training strategy or bias distribution. 2) The choice of trust model has a significant impact on the performance of reputation prediction. 3) The two-tier trust framework scales well to distributed environments. In summary, parameter learning of trust models in the broker-based framework enables both aggregation of feedbacks and personalized reputation prediction.

Facilitating secure ad hoc service discovery in public environments

Securely accessing unfamiliar services in public environments using ad hoc wireless networks is challenging. We present a proxy-based approach that uses alternative network channels to establish a secure trust relationship between communication parties to facilitate ad hoc wireless communications. Based on a service discovery protocol, our models achieve secure, trusted, anonymous, efficient, and economical communications between unfamiliar parties. Our protocol design is formally verified using BAN logic.

Do emotional appeals work for services?

Despite a growing interest in services marketing as a research topic, the communication of service quality is relatively unexplored. The goal of this study was to shed some light on the relative effectiveness of emotional versus rational appeals in advertising services to potential new customers. Moreover, there was a desire to explore the impact of the following cues on post‐exposure attitude toward an unfamiliar service brand: employees or customers portrayed in the advertisement, pricing information and documentation strategy emphasizing service excellence. The results of this quasi‐experimental study suggest that appealing to a novice consumer’s emotional responses may be highly desirable in terms of creating a favourable attitude toward a service brand. Advertisement‐invoked emotions appear to strongly influence postexposure attitudes and service quality expectations among consumers with limited personal experiences with a service category. Finally, the findings of this study suggest that employing tangible cues of service excellence may be a more effective strategy in promoting an initial liking of a service brand among potential customers than focusing on price information.

Critical Issues in the JCAH Accreditation Program for Community Mental Health Services

Since its introduction in 1976, the accreditation program for community mental health centers and services has been the focus of considerable comment, both positive and negative. Much of the criticism of the program derives from its theoretical framework, the Balanced Service System, with its unfamiliar service structure and terminology. The author, who played a leading role in developing the accreditation program, discusses the major concerns of the critics and the program revisions that have been made to deal with them while retaining the benefits of the BSS model. He emphasizes the importance of the model in providing a way to uniformly review the widely varying program and administrative configurations that operate as community mental health service programs.