scholarly journals Cultural integration of external service provider employees into client workplaces

2016 ◽  
Vol 14 (4) ◽  
pp. 363-384 ◽  
Author(s):  
Matthew Tucker ◽  
Yetunde Oluwatoyin Aderiye
Keyword(s):  
Service Provider ◽  
Design Methodology ◽  
Service Industry ◽  
Service Providers ◽  
Cultural Integration ◽  
Facilities Management ◽  
Structured Interviews ◽  
Content Type ◽  
Research Concept ◽  
A Current

Purpose The purpose of this paper is to explore the complexities of how external service provider employees culturally fit within client workplaces. Design/methodology/approach It uses the facilities management industry to apply this research concept and is conducted using a qualitative multi-method design. A combination of semi-structured interviews and focus groups are the qualitative methods used to collect the data. Findings The major findings of this study are that organisational socialisation can be successful in socialising external service provider staff into the client workplace despite a current lack of awareness of its use. This study has developed a framework that can be used to achieve this integration if client organisations and service providers work together to socialise external service provider staff. Originality/value The findings of this study will appeal to anyone working within the service industry who manages the interface between external service provider staff and the client work space.

A qualitative investigation of benchmarking barriers in Nigeria

2016 ◽  
Vol 23 (7) ◽  
pp. 1677-1696 ◽  
Author(s):  
Yewande Adetoro Adewunmi ◽  
Hikmot Koleoso ◽  
Modupe Omirin
Keyword(s):  
Design Methodology ◽  
Best Practice ◽  
Computer Software ◽  
Facilities Management ◽  
Structured Interviews ◽  
Quality Of Data ◽  
Content Type ◽  
Port Harcourt ◽  
Practical Implications

Purpose The purpose of this paper is to examine benchmarking barriers among Nigerian facilities management (FM) practitioners. Design/methodology/approach Data collection were through semi-structured interviews with 34 FM heads from three selected cities in Nigeria. Out of this number, 16 were from Lagos, ten from Abuja while eight managers were from Port Harcourt, respectively. These managers were selected using purposive sampling based on their experience in the field of FM across the various sectors of the economy. The interviews were analysed with Nvivo 10 software qualitative computer software. Findings Those that do informal benchmarking face challenges with data, employees lack of confidence in new initiatives and poor support of senior management, the companies that use best practice benchmarking face constraints of access to information and employees unwillingness to change and comply to company set standards, unwillingness of benchmarking partners to understand the usefulness of the project, and problems that emanate from the quality of data obtained. Practical implications The results therefore suggest that to improve the practice of best practice benchmarking there is need to improve both quantity and quality of data for the exercise and enhance standard practice. Originality/value The study established a new category of benchmarking barriers called the market category of benchmarking barriers and further distinguished benchmarking barriers based on two forms of benchmarking which is informal and formal benchmarking. Also there are limited studies on benchmarking barriers in developing countries.

scholarly journals The legitimacy of offender management programmes in a post-TR landscape

2018 ◽  
Vol 17 (2) ◽  
pp. 69-80 ◽  
Author(s):  
Michael Rowe ◽  
Adele Irving ◽  
Sarah Soppitt
Keyword(s):  
Service Provision ◽  
Service User ◽  
Design Methodology ◽  
Service Providers ◽  
Service Users ◽  
Structured Interviews ◽  
Content Type ◽  
User Perceptions ◽  
Key Dimensions

Purpose The purpose of this paper is to explore the under-considered perspectives of service users engaged in various community sentences based on a “strengths-based” approach to desistance. Further to recent changes in the sector, the paper considers service user views for programmes delivered by combinations of agencies from private, public and third sectors. Design/methodology/approach The paper is based on analysis of 64 semi-structured interviews with users of four programmes, accompanied with informal fieldwork observations by the researchers as they carried out the research at the premises of service providers. Findings The research finds that service user perceptions of the legitimacy of programmes are closely related to their understanding of three key dimensions: first, the “authenticity” of those delivering the service; second, the instrumental (in broad terms) gains they expect from engagement; and third, their understanding of the identity and ethos of the programme. Originality/value The paper adds important understanding based on service user perceptions in a period when service provision is being diversified. Further directions for other research are identified and it is recognised that a limitation of the current study is that it incorporates a sample drawn from one area.

Halal industry’s response to a current and post-COVID-19 landscape and lessons from the past

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sutan Emir Hidayat ◽  
Ahmad Rafiki ◽  
Muhammad Dharma Tuah Putra Nasution
Keyword(s):  
Design Methodology ◽  
Qualitative Content Analysis ◽  
Structured Interviews ◽  
Content Type ◽  
The Past ◽  
Expert Opinions ◽  
Muslim Countries ◽  
Conference Theme ◽  
A Current ◽  
Industry Conference

Purpose This paper aims to analyze the Halal industry before, during and after the COVID-19 outbreak. Design/methodology/approach Qualitative content analysis derived from a narrative-type literature review – supported by expert opinions elicited from semi-structured interviews and transcripts from the keynotes of five prominent speakers at a Halal industry conference during the pandemic. The conference theme covered the Halal industry’s development and strategies before, during and after the COVID-19 outbreak. Findings There are opinions, concerns and actionable suggestions from the five prominent guests on how the Halal industry is faced with challenges but also new opportunities, with the potential to lead an agenda toward community and transparency. Originality/value The halal industry could survive the ravaging COVID-19 and still has the potential to be explored. Expectedly, it makes this occasion an assessment or benchmark to improve the Halal industry and lifestyle in the future and contributes to the betterment of the ummah and Muslim countries.

Understanding negative emotions in services through teleological actions

2017 ◽  
Vol 9 (1) ◽  
pp. 67-84 ◽  
Author(s):  
Carmen Padin ◽  
Göran Svensson
Keyword(s):  
Service Provider ◽  
Design Methodology ◽  
Critical Incidents ◽  
Ad Hoc ◽  
Service Providers ◽  
Negative Emotions ◽  
Service Encounters ◽  
Content Type ◽  
Practical Implications

Purpose The purpose of this paper is to conceptualize and describe how service providers’ and service receivers’ teleological actions relate to negative emotions after critical incidents in service encounters have occurred. Design/methodology/approach Three categories of teleological actions are used: transformative – ad hoc and present-based actions, formative – pre-determined and past-based actions and rationalist – goal-directed and future-based actions. Findings The empirical findings indicate that airline ground staff should interact differently with air passengers based on the negative emotions involved and the teleological actions undertaken after critical incidents in service encounters have occurred. Research limitations/implications The current research improves the interactive and sequential understanding of how to manage negative emotions through teleological actions in service encounters between a service provider and a service receiver after critical incidents have occurred, as well as providing numerous opportunities for further research in services. Practical implications It is an important and relevant insight that it is necessary to understand both the initial and derived causes of negative emotions and the subsequent effects and outcomes occurring in service encounters after critical incidents have arisen. Originality/value This current study provides theoretical and managerial contributions to manage negative emotions after critical incidents have occurred in service encounters.

Qualitative exploration of psychotropic medication to manage challenging behaviour in adults with intellectual disability: views of family members

2017 ◽  
Vol 11 (5/6) ◽  
pp. 207-218 ◽  
Author(s):  
Nicole Edwards ◽  
Julie King ◽  
Hanna Watling ◽  
Sara Amy Hair
Keyword(s):  
Psychotropic Medication ◽  
Design Methodology ◽  
Service Providers ◽  
Family Members ◽  
Challenging Behaviour ◽  
Structured Interviews ◽  
Content Type ◽  
Face To Face ◽  
Small Cohort ◽  
Qualitative Exploration

Purpose The purpose of this paper is to produce the views of parents and siblings of adults with intellectual or developmental disability (ID/DD) around the use of psychotropic medication to manage challenging behaviour (CB) where there is no co-existing mental illness. Design/methodology/approach Seven family members of six adults with ID/DD were interviewed using semi-structured interviews, over the telephone or face-to-face. The interviews were transcribed, coded and thematically analysed. Findings This paper identified that if used appropriately, psychotropic medication to manage CB may be of benefit to some people with ID/DD; but there is a need to ensure the medication is prescribed for the benefits of people with ID/DD rather than those around them. Drawing on the knowledge of family may allow for the use of alternative strategies and the reduction of medication to manage CB. There is the need for improved communication with family members, inclusive decision making, and access to information regarding the philosophy and legislation regarding medication used to manage CB in adults with ID/DD. Originality/value This paper presents views of a small cohort of family members of people with ID/DD in Queensland, Australia. Findings can be used to improve approaches taken by service providers in their interactions with people with ID/DD prescribed psychotropic medication to manage CB, and their family members.

On the ground insights from disability professionals supporting people with intellectual disability who have experienced sexual violence

2018 ◽  
Vol 20 (5/6) ◽  
pp. 207-220
Author(s):  
Ellen Frances Fraser-Barbour
Keyword(s):  
Intellectual Disability ◽  
Sexual Violence ◽  
Design Methodology ◽  
Service Providers ◽  
Access To Information ◽  
Key Factors ◽  
Structured Interviews ◽  
Content Type ◽  
Policy Context ◽  
Service Sectors

Purpose The purpose of this paper is report on a study exploring the views of service providers, both within disability service sectors and in mainstream violence response sectors, about ways of effectively supporting people with intellectual disability who may be experiencing abuse and violence. Design/methodology/approach Semi-structured interviews were conducted with seven participants and analysed both thematically and in more depth from a socio-ecological perspective. Findings Participants highlighted five key factors facilitating or hindering professionals working with individuals with intellectual disability who may be experiencing abuse and violence: connecting clients with services and establishing a rapport; access to information about histories of trauma; policy context; inaccessibility and unavailability of mainstream violence response services; client understanding of what happens “next” after identification of harm. Originality/value Overall the study indicates a strong need for the development of resources, information and tools designed to educate and enhance the understanding of professionals supporting people with ID and to better facilitate learning and understanding for people with ID regarding what happens “after” disclosure of sexual violence or other experiences of harm.

scholarly journals Exploring cleanliness in the Dutch facilities management industry: a Delphi approach

Facilities ◽  
2018 ◽  
Vol 36 (9/10) ◽  
pp. 510-524 ◽  
Author(s):  
Martijn C. Vos ◽  
Mirjam Galetzka ◽  
Mark P. Mobach ◽  
Mark Van Hagen ◽  
Ad T.H. Pruyn
Keyword(s):  
Design Methodology ◽  
Business Models ◽  
Service Providers ◽  
End Users ◽  
Facilities Management ◽  
Group Discussions ◽  
Content Type ◽  
Delphi Approach ◽  
Cleaning Staff ◽  
Practical Implications

Purpose This paper aims to identify antecedents that influence perceived cleanliness by consulting experts and end-users in the field of facilities management (facility service providers, clients of facility service providers and consultants). Business models were evaluated to understand why some antecedents are adopted by practitioners and others are not. Design/methodology/approach A qualitative study, with end-users (n = 7) and experts (n = 24) in the field of facilities management, was carried out to identify antecedents of perceived cleanliness. Following the Delphi approach, different research methods including interviews, group discussions and surveys were applied. Findings Actual cleanliness, cleaning staff behaviour and the appearance of the environment were identified as the three main antecedents of perceived cleanliness. Client organisations tend to have a stronger focus on antecedents that are not related to the cleaning process compared to facility service providers. Practical implications More (visible) cleaning, maintenance, toilets, scent, architecture and use of materials offer interesting starting points for practitioners to positively influence perceived cleanliness. These antecedents may also be used for the development of a standard for perceived cleanliness. Originality/value A basis was created for the development of an instrument that measures perceived cleanliness and includes antecedents that are typically not included in most of the current standards of actual cleanliness (e.g. NEN 2075, ISSA).

scholarly journals Teaching innovations in Asian higher education: perspectives of educators

2018 ◽  
Vol 13 (2) ◽  
pp. 179-190 ◽  
Author(s):  
T.M. Wong
Keyword(s):  
Higher Education ◽  
Design Methodology ◽  
Higher Education Institutions ◽  
The Other ◽  
Asian Countries ◽  
Structured Interviews ◽  
Content Type ◽  
Advanced Technologies ◽  
The Many

Purpose The purpose of this paper is to identify the teaching innovations that have been implemented in higher education institutions in Asia and the perspectives of educators on them. Design/methodology/approach Semi-structured interviews were conducted with 28 educators who were affiliated with 23 higher education institutions in ten Asian countries/regions. The interviews covered information about the teaching innovations of the participants’ institutions, the characteristics of the innovative practices and the participants’ views on them. The relationships between the characteristics of institutions and their teaching innovations were also examined. Findings The results showed that the teaching innovations included two main categories, namely, those which involved the use of advanced technologies and those which did not. The innovations that involved the use of advanced technologies were mainly from larger institutions, while the other category was mainly from smaller ones and had been practised for less than 1.5 years. Differences were also identified between the two categories in terms of the aims and importance of innovations, innovative features, the evaluation of innovations and improvements needed for them. Originality/value The results highlighted that technology is only one of the many aspects of teaching innovations, which is different from the view prevailing in the literature. They also suggested that differences in the scale of institutions (in terms of number of students) possibly influences the kind of teaching innovations adopted.

scholarly journals Exploring producers' motivations and challenges within a farmers' market

2020 ◽  
Vol 122 (7) ◽  
pp. 2089-2103
Author(s):  
Rosario Michel-Villarreal ◽  
Eliseo Luis Vilalta-Perdomo ◽  
Martin Hingley
Keyword(s):  
Design Methodology ◽  
Farmers Markets ◽  
Full Time ◽  
Structured Interviews ◽  
Farmers Market ◽  
Content Type ◽  
Food Supply Chains ◽  
Part Time ◽  
Short Food Supply Chains

PurposeThe purpose of this study is to explore food producers' motivations and challenges whilst participating in short food supply chains (SFSCs). This paper compares findings with previous literature and investigates the topic in the context of producers' motivations.Design/methodology/approachThe paper includes a literature review concerning producers' motivations to engage in SFSCs. A case study was designed to investigate motivations underlying producers' engagement in SFSCs, as well as the challenges that they face. Semi-structured interviews were conducted in a farmers' market located in Mexico. Thematic analysis is used to identify the principal issues for producers'. Propositions based on findings are presented.FindingsFindings suggest that small, large, part-time and full-time producers are willing to engage with farmers' markets for diverse primary economic and non-economic motivations. Individual and collective challenges were also identified.Originality/valueThis research helps to explain producers' motivations and challenges within SFSCs in an under-researched context, namely a focus on producers' and in the Global South.

Has Lean improved organizational decision making?

2016 ◽  
Vol 29 (5) ◽  
pp. 536-549 ◽  
Author(s):  
Pascale Simons ◽  
Jos Benders ◽  
Jochen Bergs ◽  
Wim Marneffe ◽  
Dominique Vandijck
Keyword(s):  
Decision Making ◽  
Design Methodology ◽  
Lean Management ◽  
Structured Interviews ◽  
Organizational Decision Making ◽  
Content Type ◽  
Organizational Contexts ◽  
Sustainable Improvement ◽  
Care Processes ◽  
Practical Implications

Purpose – Sustainable improvement is likely to be hampered by ambiguous objectives and uncertain cause-effect relations in care processes (the organization’s decision-making context). Lean management can improve implementation results because it decreases ambiguity and uncertainties. But does it succeed? Many quality improvement (QI) initiatives are appropriate improvement strategies in organizational contexts characterized by low ambiguity and uncertainty. However, most care settings do not fit this context. The purpose of this paper is to investigate whether a Lean-inspired change program changed the organization’s decision-making context, making it more amenable for QI initiatives. Design/methodology/approach – In 2014, 12 professionals from a Dutch radiotherapy institute were interviewed regarding their perceptions of a Lean program in their organization and the perceived ambiguous objectives and uncertain cause-effect relations in their clinical processes. A survey (25 questions), addressing the same concepts, was conducted among the interviewees in 2011 and 2014. The structured interviews were analyzed using a deductive approach. Quantitative data were analyzed using appropriate statistics. Findings – Interviewees experienced improved shared visions and the number of uncertain cause-effect relations decreased. Overall, more positive (99) than negative Lean effects (18) were expressed. The surveys revealed enhanced process predictability and standardization, and improved shared visions. Practical implications – Lean implementation has shown to lead to greater transparency and increased shared visions. Originality/value – Lean management decreased ambiguous objectives and reduced uncertainties in clinical process cause-effect relations. Therefore, decision making benefitted from Lean increasing QI’s sustainability.

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