Trauma through the lens of service coordinators: exploring their awareness of adverse life events among adults with intellectual disabilities

2014 ◽  
Vol 8 (3) ◽  
pp. 151-164 ◽  
Author(s):  
John M. Keesler
Keyword(s):  
Intellectual Disabilities ◽  
Life Events ◽  
Service Providers ◽  
Current Knowledge ◽  
Integral Group ◽  
Theory Approach ◽  
Adverse Life Events ◽  
Content Type ◽  
Service Coordinators ◽  
Trauma Informed

Purpose – With an expansion of trauma knowledge in the field of intellectual disabilities (ID) there is a responsibility among service providers to be trauma-informed. Among those providers are service coordinators (SCs) who are involved in the lives of individuals through the assessment of needs and linkage with necessary supports. The purpose of this paper is to explore SCs’ understanding of individuals’ experiences of adverse life events, trauma, and related services. Design/methodology/approach – Semi-structured interviews were conducted among 15 SCs, encompassing the experiences of 29 individuals with mild ID. Data were analyzed using a grounded theory approach. Findings – From SCs’ perspective, individuals’ experiences were comprised of three major categories – experiencing adversity, responding to adversity and adapting to adversity – influenced by precipitating and perpetuating conditions. Despite a lack of familiarity with the term “trauma,” in general, SCs possessed a rich understanding of individuals’ comprehensive experiences including types of events, responses to events, environmental factors, and implications of respective services. Originality/value – This is an original approach to understanding the awareness of trauma among an integral group of providers for individuals with ID. This paper shows that, although there is a need to reframe current knowledge, SCs can be an asset to facilitate organizational endeavors to become trauma-informed thus having a potential impact on individuals’ quality of life.

The architecture of the phygital customer journey: a dynamic interplay between systems of insights and systems of engagement

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Cristina Mele ◽  
Tiziana Russo-Spena
Keyword(s):  
Qualitative Method ◽  
Service Providers ◽  
Customer Engagement ◽  
Theory Approach ◽  
Customer Journey ◽  
Content Type ◽  
Smart Technologies ◽  
Grounded Theory Approach ◽  
Practical Implications ◽  
Dynamic Interplay

Purpose This paper aims to focus on how companies shape the architecture of a phygital customer journey through the exploitation of smart technologies. Design/methodology/approach The research adopts a qualitative method using a grounded theory approach involving leading players in digital customer solutions and service providers from different industries. Findings The shaping of the architecture of the phygital customer journey comes from the interplay between systems of insights and systems of engagement activated by multiple customer-provider interactions in an entanglement of physical and digital contexts. Practical implications Companies need to design a blended approach to bridge disconnected contexts, capture new opportunities and provide customer engagement along the entire journey. Originality/value This study depicts the “phygital customer journey” under systems of insights and systems of engagement: These systems operate as dynamic architectures to capture insights and engage customers.

The impact of adverse life events on salesperson relationships with customers

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Deva Rangarajan ◽  
Michael Peasley ◽  
Bert Paesbrugghe ◽  
Rajesh V. Srivastava ◽  
Geoffrey T. Stewart
Keyword(s):  
Life Events ◽  
Firm Value ◽  
Well Being ◽  
Customer Relationships ◽  
Personal Accomplishment ◽  
Equation Modeling ◽  
Coping Mechanism ◽  
Adverse Life Events ◽  
Content Type ◽  
The Impact

Purpose This study aims to examine the impact of stress as a result of adverse life events on a salesperson’s ability to effectively manage customer relationships. The framework identifies burnout as a key mediating variable and salesperson grit as a coping mechanism. Design/methodology/approach Survey data is gathered from 364 B2B salespeople and investigated using structural equation modeling in Mplus 8.2. Findings The findings reveal adverse life events and their corresponding stress diminish a salesperson’s ability to manage customer relationships effectively through the mediators of reduced personal accomplishment and depersonalization. Thus, negative events of a personal nature can have a significant impact on salesperson outcomes and should be taken with the same level of seriousness as job-related stress. Furthermore, results show that salesperson grit provides mixed results as a coping mechanism. Practical implications The findings indicate that practitioners should be mindful of the negative impact adverse life events can have on work-related outcomes. Organizations and sales managers must be intentional in managing relationships with their salespeople and strategic in the structure they use to manage customer relationships. Recommendations include the use of regular one-on-one meetings to open up a dialogue about work or personal issues the salesperson is experiencing and assigning multiple resources or staff to service valuable customers, thereby not relying on solitary salespeople. Originality/value Employee well-being contributes to firm value; yet, this is the first study in sales to explore the impact of adverse life events on salesperson outcomes.

Exploring urban institutional pressures on logistics service providers

2016 ◽  
Vol 46 (2) ◽  
pp. 153-176 ◽  
Author(s):  
William J Rose ◽  
Diane A Mollenkopf ◽  
Chad W. Autry ◽  
John E. Bell
Keyword(s):  
Urban Environment ◽  
Urban Areas ◽  
Service Providers ◽  
Academic Disciplines ◽  
Future Research ◽  
Theory Approach ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Starting Point

Purpose – As global populations become increasingly urbanized and urban areas grow in density and complexity, many firms seeking to operate in these areas face significant new challenges. The purpose of this paper is to identify the approaches utilized by urban logistics service providers to overcome the issues resulting from urban density and complexity. The paper also identifies potential directions for future research based on the research findings. Design/methodology/approach – The study followed a grounded theory approach (Corbin and Strauss, 2008) to uncover the approaches utilized by logistics service providers to adapt to urban environments. Findings – The urban environment exerts certain coercive and mimetic pressures on logistics service providers. To overcome these pressures, urban logistics service providers seek to manage space, resources, and legitimacy in the urban environment. Research limitations/implications – This research followed an inductive approach, and therefore, further empirical research is required to ensure statistical generalizability. Additionally, all research participants are currently employed in the USA, and so further research at the international level should be conducted. Practical implications – The framework presented will enable firms seeking to enter the urban market to more quickly adapt to the specific pressures of the urban ecology. Originality/value – While literature from several academic disciplines outline problems and solutions specific to urban areas, little qualitative, inductive research has been conducted in the field of urban logistics. The current research serves as a starting point for further urban logistics research.

Drawing in not encouraging away: systemic team formulation to support the trauma-informed care of a lady with intellectual disabilities, in the context of COVID-19

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nicola Gregson ◽  
Claire Delaney
Keyword(s):  
Intellectual Disability ◽  
Intellectual Disabilities ◽  
Single Case ◽  
Meaningful Work ◽  
Care Staff ◽  
Future Research ◽  
Content Type ◽  
Trauma Informed Care ◽  
Trauma Informed

Purpose The purpose of this paper is to present a case study using a systemic team formulation approach, in the context of supporting a women with intellectual disabilities with a history of trauma. Design/methodology/approach A reflective stance is used to describe the process of assessment, hypothesising, formulation and intervention in a single case study design. Findings Feedback from care staff suggests that they found a team formulation approach helpful to improve their understanding of the service user they support. Practical implications The paper discusses how systemic team formulation can draw on trauma-informed care principles in the context of supporting an individual with an intellectual disability. Future research should aim to replicate the approach for findings to be applied more broadly. COVID-19 has meant clinical working has had to be adapted, clinicians should carefully consider how collaborative and meaningful work can continue to be facilitated within the current parameters. Originality/value This case study contributes to the literature in the use of systemic team formulation interventions within an intellectual disability context, drawing on trauma-informed care principles and reflecting on adapted working within the COVID-19 pandemic.

scholarly journals Online risk for people with intellectual disabilities

2019 ◽  
Vol 24 (4) ◽  
pp. 180-187 ◽  
Author(s):  
Darren David Chadwick
Keyword(s):  
Intellectual Disabilities ◽  
Current Knowledge ◽  
Research Work ◽  
Digital Inclusion ◽  
Content Type ◽  
Online Risk ◽  
Current State ◽  
Support Strategies ◽  
People With Intellectual Disabilities ◽  
Knowledge And Practice

Purpose The purpose of this paper is to summarise the current state of empirical knowledge pertaining to online risk and cybercrime relating to people with intellectual disabilities (ID). Design/methodology/approach This narrative review summarises, synthesises and critically evaluates the current literature and state of knowledge and offers suggestions for extending current knowledge and practice. Findings Evidence regarding risk for people with ID is limited but growing. Existing findings highlight that: risk may increase contingent upon higher levels of sociability, loneliness, anxiety and depression, poorer insight, judgement, discrimination and ability to detect deception online and reduced experience and life opportunities; people without ID perceive high online risk for people with ID, which may lead to gatekeeping restrictions and controlling digital access; restriction may potentially impede online self-determination, participation and development by people with ID; and experience of risk may enhance awareness, independence and resilience in managing future online risk amongst people with ID. Further research work is needed in this area to enhance understanding of risk experience and effective support strategies. Originality/value This review of current knowledge has highlighted the necessity for more research to better understand the propensity for engagement in different risky online behaviours and to better inform support practices to help people with ID to manage risk whilst maintaining digital inclusion.

Trauma-Informed Rehabilitation Counseling

2020 ◽  
Vol 51 (3) ◽  
pp. 192-207
Author(s):  
Mark C. Koch ◽  
Anthony J. Vajda ◽  
Lynn C. Koch
Keyword(s):  
Life Events ◽  
Secondary Trauma ◽  
Rehabilitation Counseling ◽  
Rehabilitation Counselors ◽  
Trauma Survivors ◽  
Adverse Life Events ◽  
Basic Principles ◽  
Trauma Informed Care ◽  
Trauma Informed ◽  
Trauma Histories

People with trauma histories make up a significant portion of the population. Individuals may develop trauma-related disabilities as a result of exposure to adverse life events such as violence, war, child abuse, or natural disasters. Likewise, people with pre-existing disabilities may be at risk of developing secondary trauma-related disabilities. The likelihood that rehabilitation counselors will provide services to individuals with trauma histories is high; therefore, the purposes of this literature review are to: (a) define trauma and explore its physiological, emotional, and behavioral effects on trauma survivors; (b) define trauma-informed care and explore its basic principles; and (c) introduce concepts and strategies to implement as part of trauma-informed rehabilitation counseling.

scholarly journals Service interactions and subjective well-being in later life

2015 ◽  
Vol 29 (4) ◽  
pp. 245-254 ◽  
Author(s):  
Cécile Plaud ◽  
Samuel Guillemot
Keyword(s):  
Life Events ◽  
Service Providers ◽  
Negative Impact ◽  
Later Life ◽  
Well Being ◽  
Subjective Well Being ◽  
Daily Consumption ◽  
Major Life Events ◽  
Major Life ◽  
Content Type

Purpose – The purpose of this paper is to examines the positive and negative impact of service provider experiences on the process of identity adjustment and how they can lead to subjective well-being (SWB). Due to increased life expectancies, people are experiencing major life events during aging (e.g. death of a spouse, serious disease and major health problems), events that lead to identity redefinition. Design/methodology/approach – To gain more insight into this issue, a qualitative study was carried out that involved 37 in-depth interviews conducted with aging individuals who had experienced a major life event such as retirement and/or death of spouse. To apprehend the diversity of consumption situations, the authors investigated daily consumption, hedonic consumption and imposed services (e.g. health and funeral services) due to life events. Findings – The findings suggest that service providers influence consumer’s SWB as regards relationships, growth and purpose in life, mastery and independence and self-acceptance. Originality/value – The contribution indicates that services play a role in maintaining and/or creating SWB. By segmentation through social roles and facilitating access to services, providers must take into account the processes of normalcy and abandonment (déprise) among aging consumers in life transitions. They must also ensure that they support consumers with the lowest human capital (skills, level of education, income and social class).

Multilevel comprehension for labor market inclusion: a qualitative study on experts' perspectives on Industry 4.0 competences

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Francesco Tommasi ◽  
Marco Perini ◽  
Riccardo Sartori
Keyword(s):  
Labor Market ◽  
Industry 4.0 ◽  
Current Knowledge ◽  
Education And Training ◽  
Theory Approach ◽  
Evaluation Tool ◽  
Structured Interviews ◽  
Content Type ◽  
Partial Consensus ◽  
And Training

PurposeGiven the exponential and massive technological disruption in work that Industry 4.0 will lead to, nowadays, authors and practitioners within the field of education and training are witnessing increased attention on the features of and threats to employability and integration in current labor transformations. The purpose of this paper is to address current education and training challenges as related to the fourth industrial revolution by investigating which skills and competences will be crucial for the 4.0 era.Design/methodology/approachA qualitative field study with semi-structured interviews has been conducted. Qualitative data on a sample of N = 16 vocational training experts has been analyzed via the grounded theory approach for a bottom-up perspective on Industry 4.0 competences.FindingsData analysis revealed a partial consensus between current scientific literature and practitioners' views on skills and competences for Industry 4.0. Indeed, practioners support the need for a mix of competences comprising the broad group of disciplines of STEM (science, technology, engineering, and mathematics), technical skills and transversal competences. Moreover, the perspective of practitioners supports a multilevel comprehension of the needs of Industry 4.0 for education and training. Drawing on these findings, an evaluation tool for an applied field intervention for inclusion in the labor market is proposed.Originality/valueThe paper advances current knowledge within the field of education and training by proposing a novel perspective to address market integration as a means to tackle the risk of technological disruption.

Actor engagement in online health communities

2019 ◽  
Vol 13 (4) ◽  
pp. 500-515 ◽  
Author(s):  
Michael Stadtelmann ◽  
Herbert Woratschek ◽  
Christina Diederich
Keyword(s):  
Online Communities ◽  
Customer Orientation ◽  
Service Providers ◽  
Healthcare Sector ◽  
Customer Engagement ◽  
Theory Approach ◽  
Content Type ◽  
Health Community ◽  
Health Communities

Purpose This study aims to deal with actor engagement practices and identifies different roles in actor engagement (AE), using the service-dominant logic (S-D logic) literature and the pivotal concept of value co-creation within the frame of engagement platforms. Design/methodology/approach The context of this research is an online health community, provided by a pharmaceutical firm, which moderates the interaction between its members. The authors use a grounded theory approach with the methodology of netnography. These research are based on the approaches of ethnography and is a suitable qualitative method for analyzing human behavior in certain situations. Findings The results indicate that customers and/or actors operate as resource integrators in the perspective of S-D logic. Independent social and economic actors adopt both the roles of service providers and service beneficiaries in a reciprocal manner. Value co-creation in online communities based on practices, which actually define the respective role. Three main engagement practices are identified: information-, advising- and empathy-practices. Research limitations/implications The findings point to the importance of the dynamic and interactive concept of actor engagement and present a clearer understanding of customer, who act both in provider- and beneficiary-roles. However, it becomes evident that a customer orientation should address the actor playing a beneficiary-role, who uses (or selects) the value proposition, and not actors who play the role of financial resources provider. Originality/value In recent years, the construct of AE, and, in particular, customer engagement have been established both in theory and in practice. However, there are few empirical research publications so far, that try to explain engagement practices in online communities, especially in the healthcare sector.

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