Servicing through digital interactions andwell-being in virtual communities

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Cindy Yunhsin Chou ◽  
Wei Wei Cheryl Leo ◽  
Tom Chen
Keyword(s):  
Social Support ◽  
Social Interaction ◽  
Social Integration ◽  
Virtual Communities ◽  
Well Being ◽  
Helping Behavior ◽  
Content Type ◽  
Interaction Quality ◽  
Customer Interaction ◽  
The Impact

Purpose Applying social exchange theory as the theoretical basis, this paper aims to examine the impacts of two forms of digital social interaction on social well-being and helping behavior of customers: moderator–customer interaction quality and customer–customer social support. Furthermore, this paper investigates customer exchange ideology as a moderator of these impacts. Design/methodology/approach This paper adopted a purposive sampling method for survey materials sent to customers of firm-hosted virtual communities (FHVCs) using a consumer panel service company. The self-administered survey was developed from existing scales, and 265 usable responses were obtained. Findings Both forms of digital social interaction within FHVCs positively impact social well-being, which in turn positively influences helping behavior in the community. Social well-being is decomposed into social integration and social contribution, and each partially mediates the impact of customer–customer social support and moderator–customer interaction quality on helping behavior. This finding provides greater explanatory power for the role that digital social interactions have in predicting customer helping behavior in an FHVC. In addition, an exchange ideology positively moderates the impact of customer–customer social support on helping behavior via social integration. Originality/value This paper demonstrates that resource exchange dynamics occur digitally within FHVCs, which then affect social well-being and helping behaviors in customers. From a practical point of view, this study indicates the potential that digital interactions have in generating social and economic value through helping behaviors.

Supporting creative ageing through the arts: the impacts and implementation of a creative arts programme for older people

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Simon Chester Evans ◽  
Jennifer Bray ◽  
Claire Garabedian
Keyword(s):  
Social Interaction ◽  
Older People ◽  
Well Being ◽  
Care Staff ◽  
Successful Implementation ◽  
Creative Arts ◽  
Standard Format ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to report on an independent evaluation of a three-year “Creative Ageing” programme, focussing on the impacts for participants and factors promoting successful delivery of sessions. Design/methodology/approach Artists provided feedback through reflective journals and questionnaires, while the views of care staff and participants were also captured in a standard format at the end of each arts session. Thematic analysis of the qualitative data identified common themes. Findings Twenty-three arts projects were delivered across a range of settings and through diverse art forms including dance, drama, music, visual arts and poetry. They reached nearly 2,200 participants who recorded over 8,100 session attendances in total. Participation in high quality creative experiences improved well-being for older people, as well as increasing social interaction and reducing isolation. Several factors facilitated successful implementation and delivery of the activities, particularly the need to hold planning meetings with staff to provide guidance around participant numbers and suitability, minimising disruption of the sessions and the supportive role of staff during the sessions. Opportunities for reflection enabled artists to address potential challenges and adapt their practice to meet the needs and preferences of participants and to the complexities of diverse settings. Originality/value Previous research has largely focussed on the impact of activities in a single setting. This study supports the role of creative arts in increasing social interaction as an attempt to tackle isolation and loneliness, both for older people living in the community and for those living in a communal setting such as care homes and supported living schemes.

From where does my support come? Unpacking the contribution of support for police

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
April D. Schantz ◽  
Stefany Coxe ◽  
Valentina Bruk-Lee
Keyword(s):  
Social Support ◽  
Social Network ◽  
Police Officers ◽  
Psychological Health ◽  
Well Being ◽  
Support Network ◽  
Social Support Network ◽  
Component Structure ◽  
Content Type ◽  
The Impact

PurposeThe purpose of this research is to explore the structure and impact of police officers' social support network on health and well-being. Social integration promotes opportunities for regular positive experiences and a set of stable, socially rewarded roles within one's work and life domains. Identifying the structure and impact areas of police officers' social support network provide guidance for initiatives in improving psychological health for the department and individual officers.Design/methodology/approachSurvey of 162 police officers' sources of support provided a holistic representation of their social network across seven sources. Principle component analyses were conducted to explore the structure of one's social network. Multiple regression analyses were conducted to examine overall impact of one's social support network and relative contributions of support sources in terms of increased well-being and reduced strain.FindingsA three-component structure of social support was partially supported. Overall models of the impact of one's social support network related to increased well-being and reduced strain was supported. Relative contributions of support sources show different patterns based on outcome of interest.Practical implicationsProvides guidance for addressing the psychological well-being needs for officers holistically. In other words, treating officers as whole beings, whose system of support and psychological health is integrated, not piecemeal.Originality/valueExamination of principle effects of support provides a parsimonious approach to considering the holistic value of one's support system, apart from specific stressors or conditions.

Child helplines: how social support and controllability influence service quality and well-being

2017 ◽  
Vol 31 (4/5) ◽  
pp. 385-396 ◽  
Author(s):  
Willemijn van Dolen ◽  
Charles B. Weinberg
Keyword(s):  
Social Support ◽  
Service Quality ◽  
Structural Equation ◽  
Well Being ◽  
Equation Modeling ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality Perceptions ◽  
The Social ◽  
The Impact

Purpose The authors investigate how employee social support impacts children’s perceptions of service quality of a child helpline chat service and the chatters’ immediate well-being. Specifically, the purpose of this study is to examine how action-facilitating support, nurturant support and emotional reflections influence the children and to test whether this impact varies depending upon the controllability of the issues discussed. Design/methodology/approach The authors develop hypotheses about the influence of social support and controllability on children’s perceived service quality and well-being. Chat conversations are coded on the social support given by the employee and the controllability of the issue. Questionnaires are collected to measure children’s service quality and well-being. Using structural equation modeling, hypotheses are tested with a sample of 662 children and chat conversations of a child helpline. Findings The study reveals that for children chatting about controllable issues, nurturant support and negative emotional reflections negatively influence the immediate well-being of these children. Positive emotional reflections positively influence immediate well-being. For children chatting about uncontrollable issues, nurturant support and negative emotional responses positively influence the perceived service quality. Originality/value This study contributes to the services marketing literature by broadening the current understanding of the impact of social support on children’s service quality perceptions and well-being, and by showing how this impact is moderated by the level of controllability of the issue discussed.

Reviewer online engagement: the role of rank, well-being, and market helping behavior

2014 ◽  
Vol 31 (6/7) ◽  
pp. 464-474 ◽  
Author(s):  
Jill Mosteller ◽  
Charla Mathwick
Keyword(s):  
Critical Incident ◽  
Empirical Work ◽  
Well Being ◽  
Helping Behavior ◽  
Customer Engagement ◽  
Ranking System ◽  
Content Type ◽  
Design Elements ◽  
Social Relatedness ◽  
The Impact

Purpose – The purpose of this paper is to examine the impact of a retailer-managed ranking system on product reviewers’ well-being and its relationship to customer engagement. Design/methodology/approach – Content analysis of reviewers’ posts, generated over a six-month period following a critical incident involving a change in the reviewer ranking system, informs findings. Findings – Fulfilling needs for social relatedness, competency and autonomy may be critical aspects that underlie reviewer engagement. Findings explain how organic and hierarchical reviewing platform design elements may support or thwart psychological need fulfillment. Reviewers expressed positive well-being when system elements facilitated organic interactions between consumers and reviewers, fulfilling social relatedness and competency needs. Hierarchical design elements elicited mixed well-being sentiments. When reviewers used rank as a feedback mechanism to signal competency development, positive well-being emerged, whereas ranking features perceived as lacking in integrity or reducing one’s autonomy, evoked negative sentiments. A stimulus-organism-response framework, grounded in environmental psychology, provides the basis for the online reviewer engagement model. This study deepens understanding of online customer engagement by illustrating how a ranking system and social elements influence well-being and motive fulfilment, key psychological processes associated with engagement. Research limitations/implications – Highly engaged reviewers on one community platform inform findings, so results are not representative of all reviewers, but are relevant for conceptual purposes concerning critical incidents. Practical implications – Findings have implications for the design of recognition platforms created to support customer engagement in online reviewing communities. Social implications – Public ranking systems designed to recognize and reward reviewers can enhance as well as degrade consumer well-being within an online service environment. Originality/value – First empirical work to examine the value of consumer well-being as it relates to engagement within an online reviewing service context.

Improving customer well-being through two-way online social support

2016 ◽  
Vol 26 (2) ◽  
pp. 179-202 ◽  
Author(s):  
Qiuying Zheng ◽  
Tang Yao ◽  
Xiucheng Fan
Keyword(s):  
Social Support ◽  
Health Care ◽  
Social Exclusion ◽  
Well Being ◽  
Reciprocal Altruism ◽  
Care Providers ◽  
Content Type ◽  
Online Social Support ◽  
Socially Excluded ◽  
The Impact

Purpose – The purpose of this paper is to explore the dynamics of online health care communities and the impact of two-way online social support on customers’ well-being and patients’ quality of life, at different social exclusion levels. Design/methodology/approach – An online survey in China’s Anti-Hepatitis B Online Community includes 326 respondents. A combined hierarchical regression analysis and structural equation model test the hypotheses. Findings – Both receiving and giving online social support, as reciprocal altruism behaviors, enhance patients’ well-being. Receiving online social support influences psychological well-being most; giving has the largest impact on existential domains. Social exclusion boosts the benefits of giving online social support but attenuates the benefits of receiving it. Research limitations/implications – This research focusses on the effects of online social support among socially excluded patients. Extensions could rely on objective instead of subjective measures and alternative methodologies to test the underlying processes. Additional insights could derive from a bidirectional perspective. Practical implications – Medical treatment institutions should leverage customer resources; health care providers should prioritize patients who feel socially excluded as effective online support providers. Health care community administrators can use several means to convince patients to contribute to communities. Originality/value – Social support in online health care communities is a collaborative service that uses customers as service resources. This study explains the collaborative service and how customers feel about their bidirectional roles. It also extends reciprocal altruism research to a health information technology realm by systematically exploring how giving, vs receiving, online social support affects customers’ well-being.

scholarly journals The impact of “capitalization” social support services on student-athlete well-being

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
David Fleischman ◽  
Popi Sotiriadou ◽  
Rory Mulcahy ◽  
Bridie Kean ◽  
Rubiana Lopes Cury
Keyword(s):  
Social Support ◽  
Support Services ◽  
Well Being ◽  
Equation Modeling ◽  
Service Research ◽  
Student Athlete ◽  
Sports Performance ◽  
Content Type ◽  
Self Development ◽  
The Impact

Purpose This paper aims to investigate capitalization support, an alternative perspective for theorizing social support in-service settings. In the service setting of the student-athlete experience, the relationships between capitalization support service dimensions (i.e. the academic, athletic, self-development and place dimensions), well-being and sports performance are examined through a transformative sport service research (TSSR) lens, a newly introduced form of transformative service research (TSR). Design/methodology/approach Data from an online survey of Australian student-athletes (n = 867) is examined using partial least squares structural equation modeling. Findings The results support the theorized service dimensions of capitalization support, indicating their validity and relevance to the student-athlete experience. Further, the results demonstrate that all capitalization support dimensions except athletic support (i.e. academic support, place support and self-development support), have a direct effect on well-being and an indirect effect on sports performance. Originality/value This research is unique for several reasons. First, it introduces a new perspective, capitalization support, to theorizing about social support in services. Second, it is one of the first studies in both TSR and TSSR to empirically test and demonstrate a relationship between support services, well-being and performance in a single study. Insight into how to design services to optimize well-being in relation to other service objectives like performance thus emerges.

scholarly journals Enhancing postgraduate researcher wellbeing through support groups

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Fryni Panayidou ◽  
Benjamin Priest
Keyword(s):  
Social Support ◽  
Support Groups ◽  
Peer Group ◽  
Well Being ◽  
Subjective Well Being ◽  
Research Experience ◽  
Content Type ◽  
Positive Effects ◽  
The Impact ◽  
Mental Well Being

Purpose This paper aims to examine the effectiveness of PhD support groups as an intervention that improves mental well-being and increases confidence in timely PhD completion. Design/methodology/approach Participants of six PhD support groups, which we co-facilitated, completed a survey at the start of the intervention and at the end of the eight weeks of attendance. The survey measured subjective well-being and confidence in completion using the Warwick-Edinburgh Mental Well-being Scale and statements from the Postgraduate Research Experience Survey (2017 and 2019). The final survey also included open-ended questions to identify the helpful factors of the intervention. Findings Participants’ subjective well-being scores increased considerably over the eight weeks of group attendance and improved from initial score ranges associated with risk of depression or psychological distress. As a result of feeling understood and supported by other group members, participants felt less isolated and anxious, were more satisfied with their life and work-life balance, and felt more confident about completing their PhD within the institutional time frame. The results confirm previous findings on the positive effects of social support and the relationship between poor well-being and attrition. Practical implications Support groups could form an integral part of university support as they increase well-being and could improve retention. Originality/value Existing literature mainly highlights factors that affect postgraduate researchers’ well-being, with limited research on innovative interventions. This paper investigates the impact of social support in a facilitated peer group that focuses on the emotional and psychological aspects of the PhD experience, rather than peer group learning or support with specific research tasks.

Front and backstage in the workplace

2016 ◽  
Vol 14 (2) ◽  
pp. 188-202 ◽  
Author(s):  
Mari Ekstrand ◽  
Sigrid Damman
Keyword(s):  
Environmental Control ◽  
Well Being ◽  
Structured Interviews ◽  
Work Processes ◽  
Content Type ◽  
Work Related ◽  
Customer Interaction ◽  
Work Tasks ◽  
Field Notes ◽  
The Impact

Purpose The ability of employees to handle work-related demands, structure their own work and manage workflow is highly important in today’s complex organisations. This paper aims to explore the impact of the office environment on employees’ ability to control interaction, structure their own work processes and handle work-related demands. The focus is on the influence of the physical premises, especially on how work within private, privileged and public work zones may affect perceptions of, and possibilities to control, customer interactions and other work-related demands. Design/methodology/approach The paper is based on a qualitative case study of a Norwegian finance corporation. The core method was semi-structured interviews, carried out with 29 employees and managers. The triangulated research design included observations, field notes, user logs and document analyses. Findings The findings indicate that, in a customer-centred work process, separate zones for customer-related work and for internal work provide employees with increased scope to handle work demands and perceive control in their work. Zoning helped structure the workflow and provided employees with new resources in customer interaction and other work tasks. Originality/value Broadening the focus on environmental control and work-related demands from individual coping to social interaction may provide more insight into factors influencing work processes and employee well-being in emerging workplace concepts.

scholarly journals Contributing Factors in Adolescents’ Mental Well-Being—The Role of Socioeconomic Status, Social Support, and Health Behavior

2020 ◽  
Vol 12 (22) ◽  
pp. 9597
Author(s):  
Gabriella Nagy-Pénzes ◽  
Ferenc Vincze ◽  
Éva Bíró
Keyword(s):  
Social Support ◽  
Socioeconomic Status ◽  
Life Satisfaction ◽  
Health Behavior ◽  
Mental Health Problems ◽  
Well Being ◽  
Cross Sectional ◽  
Unhealthy Eating ◽  
The Impact ◽  
Mental Well Being

Mental disorders are common in adolescents, and for effective interventions we should be aware of their determinants. However, there are only a small number of studies investigating the combined effect of multiple factors. Therefore, our aim is to assess the impact of socioeconomic status, social support, and health behavior on adolescents’ mental well-being. A cross-sectional health survey of 1641 children was carried out in accordance with the study protocol of the Hungarian Health Behavior in School-aged Children survey. Multivariate multiple regression was used to analyze the main determinants of mental well-being. The boys’ mental well-being was favorable compared to girls; lower subjective family wealth was associated with lower life satisfaction and depressive mood. Life satisfaction was positively related to healthy eating, social support, and physical activity. Unhealthy eating, sedentary lifestyle, and lower social support were associated with higher depression scores. Higher social support reduces psychosomatic symptoms, while unhealthy eating and spending a lot of time in front of the computer increase them. Both social support and healthy lifestyle seem to be protective against mental health problems among adolescents, and thus interventions should focus on these factors regardless of the socioeconomic status of the participants, with special attention given to girls.

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