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Social and Behavioral Sciences Commons™
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Full-Text Articles in Social and Behavioral Sciences
Social Networks, Social Learning And Service Systems Improvement, Andrew Sense, Matthew Pepper
Social Networks, Social Learning And Service Systems Improvement, Andrew Sense, Matthew Pepper
Faculty of Commerce - Papers (Archive)
This article illustrates and qualitatively explores the value of understanding the social networks present in a service operation through a case study of a local government service network that manages regional development applications. It also examines how social learning underpins service systems performance improvement and how it is instrumental in creating a richer environment for ongoing service network innovation and development. It is argued that gaining a better understanding of these social networks and the social learning potential in a system offers substantial and highly practitioner-friendly avenues to progress service systems capability development. These fi ndings clearly place an emphasis …
How To Use Qualitative Research To Design A Managerially Useful E-Service Questionnaire, John R. Rossiter
How To Use Qualitative Research To Design A Managerially Useful E-Service Questionnaire, John R. Rossiter
Faculty of Commerce - Papers (Archive)
E-service questionnaires must be content-aligned with the company or organization’s customer relationship management system (CRM). Four phases of qualitative research will ensure this alignment. The first phase is a qualitatively evaluative search of the practitioner literature on e-retailing, both B2B and B2C, and on CRM so as to capture evolving knowledge in both fields. The second phase is individual depth interviews (IDIs) with potential, current, and lapsed customers to map their e-interactive behavior and experiences. The third phase is dyadic depth interviews (DDIs) with the marketing manager and the website designer to fully understand the company’s current and potential e-service …
Emergency Service Volunteers: A Comparison Of Age, Motives And Values, Julie E. Francis, Michael Jones
Emergency Service Volunteers: A Comparison Of Age, Motives And Values, Julie E. Francis, Michael Jones
Faculty of Commerce - Papers (Archive)
Understanding why volunteers join an emergency service and why they stay is critical to developing more effective recruitment and retention strategies. Subsequently, this study examines the roles of age, motivations and values in satisfaction among New Generation (aged below 35 years) and Traditional Generation (aged 35 years and above) volunteers. The research conducted an online survey of 252 State Emergency Service (SES) volunteers. The results indicate a mix of similarities and differences across the generations. First and foremost though, the primary reasons for joining and staying with the service are the same for both age groups - and those reasons …
Continuance Of Mhealth Services At The Bottom Of The Pyramid: The Roles Of Service Quality And Trust, Shahriar Akter, Pradeep Ray, John D'Ambra
Continuance Of Mhealth Services At The Bottom Of The Pyramid: The Roles Of Service Quality And Trust, Shahriar Akter, Pradeep Ray, John D'Ambra
Faculty of Commerce - Papers (Archive)
Continued usage of information systems (or, IS continuance) has proven to be a critical success parameter for ICT implementation at the top of the global economic pyramid. However, there are few studies which have explored continued IS usage at the bottom of the economic pyramid (BOP) though it represents the majority of the world's population. To fill this knowledge gap, this study develops an mHealth continuance model at the BOP framing the impact of two post adoption expectation beliefs (i.e., perceived service quality and perceived trust). This study extends ECM (expectation confirmation model) perspective synthesizing the extant literature on continued …
Understanding And Benchmarking Health Service Achievement Of Policy Goals For Chronic Disease, Erica Bell, Bastian Seidel
Understanding And Benchmarking Health Service Achievement Of Policy Goals For Chronic Disease, Erica Bell, Bastian Seidel
Faculty of Science, Medicine and Health - Papers: part A
Background Key challenges in benchmarking health service achievement of policy goals in areas such as chronic disease are: 1) developing indicators and understanding how policy goals might work as indicators of service performance; 2) developing methods for economically collecting and reporting stakeholder perceptions; 3) combining and sharing data about the performance of organizations; 4) interpreting outcome measures; 5) obtaining actionable benchmarking information. This study aimed to explore how a new Boolean-based small-N method from the social sciences—Qualitative Comparative Analysis or QCA—could contribute to meeting these internationally shared challenges. Methods A ‘multi-value QCA’ (MVQCA) analysis was conducted of data from 24 …
Reducing Unwarranted Variation In Healthcare Service Delivery Systems: Key Issues, Research Challenges And Potential Solutions, Nagesh Shukla, Senevi Kiridena, Nishikant Mishra
Reducing Unwarranted Variation In Healthcare Service Delivery Systems: Key Issues, Research Challenges And Potential Solutions, Nagesh Shukla, Senevi Kiridena, Nishikant Mishra
Faculty of Engineering and Information Sciences - Papers: Part A
There is a growing need worldwide to increase the quality and productivity of healthcare services delivery. To this end, analysing and reducing unwarranted variations in healthcare has attracted much attention in recent times. However, current modelling and simulation approaches to reduce unwarranted variations suffer from numerous limitations. Consequently, service improvement efforts have often failed to deliver expected results. This paper discusses the key issues associated with reducing unwarranted variations in hospital service delivery systems, and proposes a research framework that aims at overcoming these issues. In doing so, it highlights the need for: accurately and efficiently modelling complex service delivery …
Peer Support In A Mental Health Service Context, Lindsay G. Oades, Frank P. Deane, Julie Anderson
Peer Support In A Mental Health Service Context, Lindsay G. Oades, Frank P. Deane, Julie Anderson
Faculty of Social Sciences - Papers (Archive)
This chapter will first summarise the range of definitions that have been provided for peer support, in a mental health context. Clarifications of the different aims of peer support initiatives aud the potential psychological processes that underpin them are then provided. Three key forms that peer support groups may take are then described and we track Sam as he experiences peer support in the context of job seeking. A summary of existing empirical evidence for peer support groups is provided before examining some of the necessary tensions that may exist between the alternative views of those coming from inside the …