scholarly journals Partnering for change

2019 ◽  
Vol 34 (3) ◽  
pp. 255-272 ◽  
Author(s):  
Martha L.P. MacLeod ◽  
Neil Hanlon ◽  
Trish Reay ◽  
David Snadden ◽  
Cathy Ulrich
Keyword(s):  
Primary Healthcare ◽  
Health Authority ◽  
Service Provision ◽  
Service Providers ◽  
Processes Of Change ◽  
Content Type ◽  
The Status ◽  
Managing Risk ◽  
Healthcare Transformation

Purpose Despite many calls to strengthen connections between health systems and communities as a way to improve primary healthcare, little is known about how new collaborations can effectively alter service provision. The purpose of this paper is to explore how a health authority, municipal leaders and physicians worked together in the process of transforming primary healthcare. Design/methodology/approach A longitudinal qualitative case study was conducted to explore the processes of change at the regional level and within seven communities across Northern British Columbia (BC), Canada. Over three years, 239 interviews were conducted with physicians, municipal leaders, health authority clinicians and leaders and other health and social service providers. Interviews and contextual documents were analyzed and interpreted to articulate how ongoing transformation has occurred. Findings Four overall strategies with nine approaches were apparent. The strategies were partnering for innovation, keeping the focus on people in communities, taking advantage of opportunities for change and encouraging experimentation while managing risk. The strategies have bumped the existing system out of the status quo and are achieving transformation. Key components have been a commitment to a clear end-in-view, a focus on patients, families, and communities, and acting together over time. Originality/value This study illuminates how partnering for primary healthcare transformation is messy and complicated but can create a foundation for whole system change.

Beyond social capital: a capability approach to understanding Refugee Community Organisations and other providers for “hard to reach” groups

2014 ◽  
Vol 10 (2) ◽  
pp. 61-72 ◽  
Author(s):  
Jennifer Clarke
Keyword(s):  
Capability Approach ◽  
Service Providers ◽  
Structured Interviews ◽  
Content Type ◽  
Refugee Community ◽  
Community Organisations ◽  
Purposive Sample ◽  
The Capability Approach

Purpose – The purpose of this paper is to explore the value of the “capability approach” as an alternative framework for understanding and conceptualising the role of Refugee Community Organisations (RCOs) and other providers for groups conventionally considered “hard to reach”. Design/methodology/approach – A study of the education services of RCOs, drawing primarily on semi-structured interviews with 71 users, is put forward as a case study for how the capability approach can be operationalised. Findings – The capability approach is found to offer various valuable insights, relating to its appreciation of the multi-dimensional nature of human wellbeing, the significance of individual diversity, and the importance of human agency. Research limitations/implications – The case study is based on a relatively small purposive sample, and may have limited external validity. As the research design proved strong for exploring how RCOs develop their users’ capabilities but weak for exploring if and how they may also constrict them, further research in this area is required. Practical implications – A number of valuable attributes of the capability approach are highlighted for broadening the understanding, the role of RCOs and other service providers. Social implications – The paper outlines the potential of the capability approach to contribute to policymaking related to RCOs and other providers, and to debates relating to social exclusion, cohesion and integration. Originality/value – The paper draws attention to the value of the capability approach within the field of migration research.

Satisfaction of tuberculosis patients with health services in Ghana

2017 ◽  
Vol 30 (6) ◽  
pp. 545-553 ◽  
Author(s):  
Frank Bonsu ◽  
Felix Afutu ◽  
Nii Nortey Hanson-Nortey ◽  
Mary-Anne Ahiabu ◽  
Joshua Amo-Adjei
Keyword(s):  
Client Satisfaction ◽  
Service Providers ◽  
Healthcare Providers ◽  
Large Body ◽  
Service Users ◽  
Content Type ◽  
Sputum Production ◽  
Interview Guide

Purpose Within human services, client satisfaction is highly prioritised and considered a mark of responsiveness in service delivery. A large body of research has examined the concept of satisfaction from the perspective of service users. However, not much is known about how service providers construct client satisfaction. The purpose of this paper is to throw light on healthcare professionals’ perspectives on patient satisfaction, using tuberculosis (TB) clinics as a case study. Design/methodology/approach In-depth interviews were conducted with 35 TB clinic supervisors purposively sampled from six out of the ten regions of Ghana. An unstructured interview guide was employed. The recorded IDIs were transcribed, edited and entered into QSR NVivo 10.0 and analysed inductively. Findings Respondents defined service satisfaction as involving education/counselling (on drugs, nature of condition, sputum production, caregivers and contacts of patients), patient follow-up, assignment of reliable treatment supporters as well as being attentive and receptive to patients, service availability (e.g. punctuality at work, availability of commodities), positive assurances about disease prognosis and respect for patients. Practical implications Complementing opinions of health service users with those of providers can offer key performance improvement areas for health managers. Originality/value To the best of the authors’ knowledge, this is a first study that has examined healthcare providers’ views on what makes their clients satisfied with the services they provide.

Case study of sustainable service design in the hospitality industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yi-An Chen ◽  
Chun Liang Chen
Keyword(s):  
Sustainable Development ◽  
Customer Value ◽  
Hospitality Industry ◽  
Service Providers ◽  
Corporate Sustainability ◽  
Service Design ◽  
Cultural Resources ◽  
Content Type ◽  
Holistic Understanding

Purpose The purpose of this study is to explore how creative-cultural hotels can achieve sustainable service design through the development of a holistic conceptual framework. Design/methodology/approach The authors created this framework using a qualitative exploratory multi-case study of four creative-cultural hotels in Taiwan. The framework comprises strategic, organizational and interface levels to describe the design process and implementation of service offerings that co-create value within a multifaceted network of actors. Findings The findings of this study show that incorporating local arts and culture into sustainable service design can generate unique value and experiences for customers. From the perspective of sustainable development, these hotels seek to add value by using local creative and cultural resources to ensure that they have a sound commercial base from which to showcase their cultural features. As such, this study recommends that the hotel industry shift its focus to a paradigm that provides a strategic and sustainability-framed vision to create value for society while protecting local natural and cultural resources. Originality/value This multilevel model reframes the development of customer value constellations through a holistic understanding of user experience, eco-design practice, service encounters aligned with user touchpoints and front-line employee capabilities. To integrate the perspectives of both service providers and their customers, the proposed model embeds these stakeholders within a single model through the vehicle of local value co-creation. This holistic framework can assist in designing sustainable service within the hospitality industry to deliver better services and customer experiences. The findings provide an illustration of how the proposed multilevel sustainable-development-oriented service design framework can serve as a useful tool in guiding hotels toward corporate sustainability.

Understanding tenants’ motivations for co-living arrangements: a case study of Klang Valley, Malaysia

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Vania Christy ◽  
Teck Hong Tan
Keyword(s):  
Living Arrangements ◽  
Service Providers ◽  
Living Arrangement ◽  
Content Type ◽  
Living Space ◽  
Depth Interview ◽  
Klang Valley ◽  
User Ratings ◽  
Method Approach

Purpose The purpose of this study is to fill a knowledge gap by analyzing the motivations of tenants to co-living spaces in Klang Valley, Malaysia as the motives of co-living spaces are related to how well that space supports their needs. Design/methodology/approach Tenants’ behaviors were examined using a convergent parallel mixed-method approach, which included a survey and an in-depth interview. A total of 175 respondents were interviewed using purposive sampling. Findings The results show that the preference for co-living attributes has changed during the pandemic. User ratings of preference for physical and leasing attributes of co-living spaces are significant in terms of co-living motivations. The findings also revealed that tenants prefer twin-sharing and master bedrooms when choosing a co-living space to stay in. Research limitations/implications Identifying the factors that influence such motivations is critical for housing developers and co-living service providers to pay close attention to improving tenants’ living experiences. Originality/value There is interest in the co-living spaces that are available for rent. However, very little research is based on an understanding of how the tenants in Klang Valley, Malaysia perceive this type of living arrangement. A better understanding and prediction of tenants’ needs and preferences may lead to a better understanding of the attributes that influence their motivations for using co-living spaces.

scholarly journals Restrictive practices on refugees in Australia with intellectual disability and challenging behaviours: a family’s story

2016 ◽  
Vol 10 (4) ◽  
pp. 222-232 ◽  
Author(s):  
Julie King ◽  
Niki Edwards ◽  
Ignacio Correa-Velez ◽  
Rosalyn Darracott ◽  
Maureen Fordyce
Keyword(s):  
Intellectual Disability ◽  
Service Provision ◽  
Service System ◽  
Ethnographic Study ◽  
Refugee Status ◽  
Content Type ◽  
Loved One ◽  
Restrictive Practice ◽  
Complex Disability

Purpose The purpose of this paper is to explore the experiences of a refugee family navigating complex disability and restrictive practice service systems. Living with disability, or caring for someone with disability can compound the disadvantage and marginalisation already experienced by refugees. The nexus between disability and refugee status, particularly intellectual disability and restrictive practices, has received little scholarly attention and almost nothing is known of people’s experiences in this situation. Design/methodology/approach Thematic analysis of a case study is used to illustrate the experiences of a refugee family in this situation. The case study presented was part of a larger ethnographic study exploring the experiences of people of refugee background living with disability. Findings There were numerous barriers to accessing appropriate services. The family experienced high levels of stress simultaneously navigating the resettlement process and the disability service system. They were poorly informed and disempowered regarding the care of their loved one and the use of restrictive practices. Experiences in the country of origin, employment responsibilities, and unfamiliarity with the service system were key factors in this family’s difficulty in safeguarding the rights of their family member with disability. Originality/value This case study examines the complexity experienced when disability intersects with refugee background. Areas for additional research and significant gaps in service provision are identified. The case study clearly demonstrates the importance of understanding people’s pre- and post-settlement experiences to inform policy and service provision.

Employing proactive interaction for service failure prevention to improve customer service experiences

2017 ◽  
Vol 27 (1) ◽  
pp. 164-186 ◽  
Author(s):  
Hyunju Shin ◽  
Alexander E. Ellinger ◽  
David L. Mothersbaugh ◽  
Kristy E. Reynolds
Keyword(s):  
Customer Service ◽  
Service Provision ◽  
Service Providers ◽  
Service Failure ◽  
Marketing Research ◽  
Theory And Practice ◽  
Future Research ◽  
Content Type ◽  
Failure Prevention ◽  
Patronage Behavior

Purpose Services marketing research continues to be largely focused on firms’ reactive interactions for recovering from service failure rather than on proactive customer interactions that may prevent service failure from occurring in the first place. Building on previous studies that assess the efficacy of implementing proactive interaction in service provision contexts, the purpose of this paper is to compare the influences of proactive interaction to prevent service failure and reactive interaction to correct service failure on customer emotion and patronage behavior. Since proactive interaction for service failure prevention is a relatively underexplored and resource-intensive approach, the authors also assess the moderating influences of customer and firm-related characteristics. Design/methodology/approach The study hypotheses are tested with survey data from two scenario-based experiments conducted in a retail setting. Findings The findings reveal that customers prefer service providers that take the initiative to get to them before they have to initiate contact for themselves. The findings also identify the moderating influences of relationship quality, situational involvement, and contact person status and motive. Originality/value The research contributes to the development of service provision theory and practice by expanding on previous studies which report that proactive efforts to prepare customers for the adverse effects of service failure are favorably received. The results also shed light on moderating factors that may further inform the exploitation of resource-intensive proactive interaction for service failure prevention. An agenda is proposed to stimulate future research on proactive customer interaction to prevent service failure in service provision contexts.

Causes of road projects' delays: a case of Blantyre, Malawi

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Henry Duncan John Mwamvani ◽  
Christopher Amoah ◽  
Emma Ayesu-Koranteng
Keyword(s):  
Service Providers ◽  
Road Construction ◽  
City Council ◽  
Public Utility ◽  
Mitigation Measures ◽  
Research Approach ◽  
Content Type ◽  
Road Project ◽  
Road Projects

PurposeThe study aims to find the causes of road projects implementation delays in Blantyre, one of the four city councils (CCs) in Malawi.Design/methodology/approachThe study followed a qualitative research approach using a Blantyre City Council (BCC) as a case study. This study combined in-depth, face-to-face interviews with councillors, secretariat staff, consultants, and contractors who worked on the city's road projects. Data gathered were analysed using thematic content analysis. Also, some road project documents were examined.FindingsThe findings from the case study revealed the primary cause of road project construction delays as the shortage of engineers in conducting detailed proposed projects surveys resulting in incomplete project scope definition before contractor's procurement. Other identified factors were service providers delaying the removal of existing public utility infrastructure from project sites, client funding issues, scope changes, and client delays in issuing instructions to the contractors during project implementation. Another factor was the shortage of construction equipment and construction materials experienced by some appointed contractors.Research limitations/implicationsOnly road construction projects and stakeholders operating from Blantyre city, Malawi, were contacted for the study; thus, the findings may not be generalizable.Practical implicationsThere is an urgent need to increase technical employees, especially engineers and other critical technical staff such as quantity surveyors in Blantyre. Employees' conditions of service should be conducive to attract qualified people to undertake effective management and assessment of projects before commencement to identify the feasibility of proposed projects to decrease the rate of road construction project delays.Originality/valueThe study has established Blantyre city's core challenges in implementing its road projects seamlessly and has provided mitigation measures for dealing with the shortcomings.

Women leading change: re-shaping gender in Ghanaian mines

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rufai Haruna Kilu ◽  
Adesuwa Omorede ◽  
Maria Uden ◽  
Mohammed-Aminu Sanda
Keyword(s):  
Empirical Evidence ◽  
Gender Equity ◽  
Recent Change ◽  
Women's Movements ◽  
Leading Change ◽  
Content Type ◽  
Women's Participation ◽  
The Status ◽  
Multiple Case

Purpose There is growing attention towards inclusive mining to make an economic case for gender equality and diversity in the industry. Available literature lacks sufficient empirical evidence on the subject matter in Ghana. Therefore, this paper aims to understudy women miners in Ghana and document their role in recent change regimes in mine works gender profiles. An observed change that is stimulating a shift in background dispositions leads to increasing number of women taking up mine jobs. Design/methodology/approach In working towards achieving the aim of the study, both qualitative design and a multiple case study approaches are deployed. Four multinational Ghanaian mines and a mining and technology university were used to understudy the women miners and their role towards a change in mine work gender perspectives. Findings The results showed a regime of “ore-solidarity movement” (women in mining – Ghana). A kind of solidarity identified conventionally as a social movement in active resource and self-mobilization, engaged in a symbolic contestation for change of the status quo (dominant masculinity cultures) in furtherance of gender equity and inclusion in milieu of mine works reforms in Ghana. Originality/value The study is of high scientific, political and public interest to better understand women’s movements in the mining industries in Ghana and to frame them theoretically. It offers solid empirical evidence on roles women miners play to ensure gender shape-shifting and liberalizing the mining space for women’s participation. This move towards inclusive mining implies poverty eradication among women, work towards achieving sustainable mining, competitiveness and assurance for gender-driven social innovative mining.

Modelling near-real-time order arrival demand in e-commerce context: a machine learning predictive methodology

2020 ◽  
Vol 120 (6) ◽  
pp. 1149-1174 ◽  
Author(s):  
K.H. Leung ◽  
Daniel Y. Mo ◽  
G.T.S. Ho ◽  
C.H. Wu ◽  
G.Q. Huang
Keyword(s):  
Machine Learning ◽  
Decision Making ◽  
Real Time ◽  
Service Providers ◽  
Series Data ◽  
Illustrative Case ◽  
Implementation Framework ◽  
Inference System ◽  
Content Type

PurposeAccurate prediction of order demand across omni-channel supply chains improves the management's decision-making ability at strategic, tactical and operational levels. The paper aims to develop a predictive methodology for forecasting near-real-time e-commerce order arrivals in distribution centres, allowing third-party logistics service providers to manage the hour-to-hour fast-changing arrival rates of e-commerce orders better.Design/methodology/approachThe paper proposes a novel machine learning predictive methodology through the integration of the time series data characteristics into the development of an adaptive neuro-fuzzy inference system. A four-stage implementation framework is developed for enabling practitioners to apply the proposed model.FindingsA structured model evaluation framework is constructed for cross-validation of model performance. With the aid of an illustrative case study, forecasting evaluation reveals a high level of accuracy of the proposed machine learning approach in forecasting the arrivals of real e-commerce orders in three different retailers at three-hour intervals.Research limitations/implicationsResults from the case study suggest that real-time prediction of individual retailer's e-order arrival is crucial in order to maximize the value of e-order arrival prediction for daily operational decision-making.Originality/valueEarlier researchers examined supply chain demand, forecasting problem in a broader scope, particularly in dealing with the bullwhip effect. Prediction of real-time, hourly based order arrivals has been lacking. The paper fills this research gap by presenting a novel data-driven predictive methodology.

Primary health care facility performance assessment in Armenia

2010 ◽  
Vol 23 (2) ◽  
pp. 141-155
Author(s):  
Tsovinar Harutyunyan ◽  
Anahit Demirchyan ◽  
Michael Thompson ◽  
Varduhi Petrosyan
Keyword(s):  
Access To Care ◽  
Performance Assessment ◽  
Primary Healthcare ◽  
Positive Impact ◽  
Care Facility ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
Primary Health Care Facility ◽  
Content Type ◽  
The Status

PurposeThe purpose of this study is to focus on the performance of select facilities in Lori and Shirak provinces in Armenia in Spring 2008. This is in response to the deterioration of the primary healthcare sector in Armenia.Design/methodology/approachThe performance assessment focused on the status of several performance indicators, both current and as recalled for 2006. The interviewer‐administered questionnaire addressed access to care, provider relations with community and clients, environment, management, and primary and secondary prevention at the facilities. For each domain, a summative score that ranged from 0 to 3 was computed and a mean score for each facility derived.FindingsThe project has had significant positive impact on facilities' performance. Access to care scores increased from 2.0 in 2006 to 2.5 in 2008; provider relations with community improved from 1.1 to 1.4; environment scores improved from 1.3 to 1.9, facility management improved from 1.4 to 1.7; and prevention efforts increased from 1.3 to 1.9. The overall mean facility score increased from 1.4 to 1.8. Although the scores for small rural clinics increased, their scores were lower than the scores for other facility types.Originality/valueIn the chronic absence of administrative surveillance data, this paper provides valuable information on the status of primary healthcare services in Armenian provinces. It demonstrates the value of interviewer‐administered performance assessments in obtaining data across project sites when internal monitoring of progress is unavailable.

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