Housing: the unacknowledged key to our ageing challenge?

2015 ◽  
Vol 16 (1) ◽  
pp. 32-36
Author(s):  
Clare Tickell ◽  
Gillian Connor
Keyword(s):  
Older People ◽  
Service Providers ◽  
Later Life ◽  
Decision Makers ◽  
Political Agenda ◽  
Content Type ◽  
Strategic Role ◽  
The Impact ◽  
Housing Options

Purpose – The purpose of this paper is to highlight the strategic role of housing for older people and how it can address some of the key challenges facing politicians. The paper aims to encourage decision-makers and service providers to collaborate in new ways locally. Design/methodology/approach – The paper seeks to highlight the strategic role of housing for older people and how it can address some of the key challenges facing politicians. It aims to encourage decision makers and service providers to collaborate in new ways locally. Findings – The paper argues that: Housing for older people is rising up the political agenda, but as a niche issue rather than one of strategic and economic importance. A multi-agency and outcomes-based approach to the wellbeing of older people, based on place-shaping principles, needs to be mainstreamed locally. Older people have not escaped the impact of austerity measures and this has heightened the need for a range of high quality housing options, in supportive communities, in later life. Good housing options for older people could address the key issues vexing politicians, but there are obstacles to older people accessing such options. Originality/value – The paper suggests a radical, systemic approach is required to ensure better outcomes for older people and, in turn, to generate savings for the public purse.

Well-being in later life: a life course perspective

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Pattharanitcha Prakitsuwan ◽  
George P. Moschis
Keyword(s):  
Life Course ◽  
Service Providers ◽  
Later Life ◽  
Well Being ◽  
Consumer Welfare ◽  
Life Course Perspective ◽  
Service Research ◽  
Content Type ◽  
The Impact

Purpose This study aims to illustrate the viability of the life course paradigm (LCP), which is increasingly used by social and behavioral scientists to study a wide variety of phenomena, as a framework for studying the transformational role of service consumption in improving consumer well-being in later life. Design/methodology/approach The LCP is used to develop a life course model for studying the effects of service consumption on older people’s well-being. Previous research related to the consumption of specific types of services (financial and healthcare) is integrated within the multi-theoretical LCP to suggest relevant model variables and derive a set of propositions for illustrating the effects of service consumption on older adults’ well-being. Findings The research presented in this study shows how efforts to study the effects of service consumption on older people’s well-being can be improved by using the LCP, helps understand the onset and changes in service consumption patterns and illustrates an innovative way to study the role of services in promoting older consumer welfare. Originality/value By applying the principles and theoretical perspectives of the LCP, this study contributes to recent transformative service research efforts to better understand the impact of service consumption on people’s lives and the transformational role of services and service providers in improving consumer and societal welfare.

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.

scholarly journals Servitization strategies from customers’ perspective: the moderating role of co-creation

2019 ◽  
Vol 34 (3) ◽  
pp. 628-642 ◽  
Author(s):  
José L. Ruiz-Alba ◽  
Anabela Soares ◽  
Miguel A. Rodríguez-Molina ◽  
Dolores M. Frías-Jamilena
Keyword(s):  
Structural Equation ◽  
Business Models ◽  
Service Providers ◽  
Moderating Effect ◽  
Mediating Effect ◽  
Content Type ◽  
The Impact ◽  
Moderating Role ◽  
Different Levels

Purpose This paper aims to investigate the moderating role of co-creation in the implementation of servitization strategies in the pharmaceutical industry in a business-to-business (B-to-B) context. More specifically, this investigation explores the impact of different levels of services (base, intermediate and advanced) on servitization and on performance by using co-creation as a moderating factor. Design/methodology/approach A research framework was developed and empirically tested in the pharmaceutical sector. Data collection was conducted through the online distribution of questionnaires. The final sample included 219 pharmacy stores, and the data were analysed using structural equation modelling. Findings Main findings suggest that when the level of co-creation of the design of services is high, there are significant effects of servitization on firm performance. The moderating effect of co-creation is illustrated in regard to intermediate and advanced services, but results referring to the impact of intermediate services on servitization appear non-significant with a low degree of co-creation. No significant effects could be found for the impact of base services on performance and servitization for both high and low degrees of co-creation. Findings show an impact of advanced services on performance through the mediating effect of servitization when the degree of co-creation is high. Originality/value Most research concerning servitization has been done from the perspective of manufacturers and service providers. This study adds value to the literature because it was designed from a customer’s perspective. Moreover, it contributes towards the conceptualization of the servitization research strategy and business models in a B2B context. This is accomplished through the investigation of the moderating effect of co-creation on the impact of the different levels of services on servitization and on performance.

Transforming technology-mediated health-care services through strategic sense-giving

2020 ◽  
Vol 34 (7) ◽  
pp. 909-920
Author(s):  
Athanasia Daskalopoulou ◽  
Josephine Go Jefferies ◽  
Alexandros Skandalis
Keyword(s):  
Health Care ◽  
Organizational Context ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Content Type ◽  
Emotional Ambivalence ◽  
Health Care Service Providers ◽  
The Impact

Purpose Service research has previously documented service providers’ role in addressing the barriers of technology mediation, mostly at the service delivery level. The purpose of this study is to enhance our understanding about the role of service providers who hold strategic and operational roles, as well as investigate the impact of coordinated, organization-wide initiatives in dealing with the demands and associated emotional ambivalence of technology-mediated services. Design/methodology/approach This qualitative study draws from a series of in-depth interviews with health-care service providers who hold strategic and operational roles in health-care organizations along with participant observation to develop an understanding of the broader organizational context of telehealth services. Findings This paper outlines the strategic sense-giving process and highlights how health-care service providers who hold strategic and operational roles enact the sense-giver role. This study illustrates that strategic sense-giving involves the recognition of sense-making gaps; identification of sense-giving opportunities; and provision of templates of action. Originality/value This study illustrates that sense-giving can be performed by a number of organizational members in a more formalized way which extends informal sense-giving efforts at the peer-to-peer level. The importance of strategic sense-giving in providing templates of action for service providers and consumers is highlighted. This study also shows how strategic sense-giving safeguards against confusion and errors by communicating appropriate ways of using technology. Finally, the role of strategic sense-giving in helping service providers and consumers cope with the emotional ambivalence of technology-mediated service interactions are demonstarted.

Examining the role of customer engagement in augmenting referral value

2019 ◽  
Vol 29 (5/6) ◽  
pp. 539-564
Author(s):  
Gurjeet Kaur Sahi ◽  
Rita Devi ◽  
Satya Bhusan Dash
Keyword(s):  
Social Exchange ◽  
Service Provider ◽  
Structural Equation ◽  
Service Providers ◽  
Reliability And Validity ◽  
Customer Engagement ◽  
Motivation Theory ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to examine the impact of a customer engagement-enabling platform on a value captured by the firm and value acquired by the customer. It explores the relevance of relational and expertise value for customers during the engagement process so as to ensure positive referrals about the service provider. Design/methodology/approach Using a sample of 482 students, the study examines the customer engagement efforts of professional institutes that provide training to prepare for the civil service examinations of the Union Public Service Commission. The survey is confined to central areas of New Delhi, India. Statistical techniques including confirmatory factor analysis and structural equation modelling are used to analyse the data, and reliability and validity tests are performed. Findings The findings reveal the indispensable role of service providers as creators of a meaningful effective learning process and of interpersonal relations with customers for generating more business through customer referrals. Research limitations/implications The study validated the moderating role of relational value between customers’ expertise value and their referrals on the basis of motivation theory, which asserts that customers’ motivation to contribute to the organisation is driven by the individuals’ extrinsic relational need for belongingness, acceptance by like-minded individuals, and feedback, recognition and respect from employees of the organisation. Originality/value The study contributes to the existing literature by integrating the well-developed social exchange and motivation theory so as to investigate the factors that propel customers’ positive word of mouth for the service provider.

The role of blockchain in reducing the impact of barriers to humanitarian supply chain management

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ali Ihsan Ozdemir ◽  
Ismail Erol ◽  
Ilker Murat Ar ◽  
Iskender Peker ◽  
Ali Asgary ◽  
...  
Keyword(s):  
Decision Making ◽  
Supply Chain ◽  
Supply Chain Management ◽  
Decision Aid ◽  
Decision Makers ◽  
Chain Management ◽  
Content Type ◽  
Humanitarian Supply Chain ◽  
The Impact

PurposeThe objective of this study is to investigate the role of blockchain in reducing the impact of barriers to humanitarian supply chain management (HSCM) using a list of blockchain benefits.Design/methodology/approachA decision aid was used to explore the suitability of blockchain in humanitarian supply chains. To achieve that, first, a list of barriers to HSCM was identified. Then, the intuitionistic fuzzy decision-making trial and evaluation laboratory (IF–DEMATEL) method was utilized to determine the relationships and the level of interdependencies among the criteria. Finally, the intuitionistic fuzzyanalytic network process (IF–ANP) technique was employed, as it successfully handles dependencies among the criteria.FindingsThe findings of this study suggest that interorganizational barriers are the most suitable ones, the impacts of which blockchain may alleviate. This study further suggests that trust turned out to be the most significant benefit criterion for the analysis.Research limitations/implicationsThe readers should construe the findings of this study with caution since it was carried out using the data collected from the experts of a particular country. Moreover, the proposed decision aid contemplates a limited set of criteria to assess a possible role of blockchain in overcoming the barriers to HSCM.Practical implicationsThe findings of this study can assist humanitarian supply chain managers to make more judicious assessments on whether they implement the blockchain in humanitarian supply chain operations. Specifically, this research may help decision makers to identify the certain barriers, the impact of which may be reduced by using the blockchain. The findings of this research will also help various decision makers make more rational decisions and allocate their resources more effectively.Originality/valueTo the best of authors’ knowledge, no single study exists to investigate the role of blockchain in reducing the impact of barriers to HSCM using an intuitionistic fuzzy multi-criteria decision-making approach.

How website browsing impacts expectations of store features

2019 ◽  
Vol 48 (1) ◽  
pp. 92-108 ◽  
Author(s):  
Philippine Loupiac ◽  
Alain Goudey
Keyword(s):  
Value Theory ◽  
Distribution Model ◽  
Expectancy Value Theory ◽  
Expectancy Value ◽  
Web Based ◽  
Content Type ◽  
Physical Channel ◽  
Strategic Role ◽  
The Impact

Purpose E-commerce has become a key component of brand retail strategies since the advent of omni-channel distributions. Many researchers have investigated the strategic role of e-commerce, and some recent articles show the importance of exploring the impact of this distribution model on consumer behaviour. However, there is no study focusing on how visits to a website create expectations of the shop. Relying on the expectancy-value theory and the omni-channel literature, the purpose of this paper is to fill this gap by focusing on how the digital channel can create expectations for the physical channel. Design/methodology/approach This study is based on 24 semi-directive interviews with consumers, and all interviews included a browsing session on a real website. The methodology consists of both a thematic analysis of the interviews and a lexicographic analysis of the verbatim. Findings The findings reveal that direct online experience on a website will create beliefs about the physical stores of the same brand. These beliefs will, in turn, influence consumer attitudes towards the store. The study is the first to highlight such a link between channels and to explain in detail how this relationship arises. Originality/value The main contribution of this work includes showing the existence of a strong link between web-based and physical retail. From a managerial perspective, the study suggests that, from an omni-channel perspective, the design of the website impacts expectations towards the physical store in terms of its atmosphere, its location, its merchandising and even its level of crowding.

Intentionality attributions and humiliation

2014 ◽  
Vol 48 (5/6) ◽  
pp. 901-923 ◽  
Author(s):  
Concepción Varela-Neira ◽  
Rodolfo Vázquez-Casielles ◽  
Víctor Iglesias
Keyword(s):  
Service Providers ◽  
Negative Emotion ◽  
Service Failure ◽  
Switching Behavior ◽  
Content Type ◽  
Complaint Behavior ◽  
The Impact ◽  
The Relationship ◽  
Practical Implications

Purpose – This paper aims to determine whether intentionality attributions have an effect on the customer’s complaint and switching behavior after a service failure, after accounting for the effects of the traditional dimensions of attribution (stability and controllability), and to examine whether intentionality attributions give rise to humiliation and to what degree this negative emotion enables us to understand the customer’s complaint and switching behavior after a service failure. Design/methodology/approach – A contribution of this investigation is that it studies real complaint and switching behaviors, as the few studies that focus on understanding customers’ complaint and defection behaviors mostly analyze customers’ intentions. Findings – The results of the study indicate that intentionality attributions have an effect on the customer’s switching behavior after a service failure, in addition to the impact of the traditional dimensions of attribution. The findings also show that humiliation is the emotion that mediates the relationship between intentionality attributions and switching behavior, opposite to other emotions that may also be related to attributions. Finally, the results also support that the effect of attribution of intentionality on complaint behavior is indirect; it only exists because attribution of intentionality influences negative emotions like humiliation, which in turn influences complaint behavior. Practical implications – To understand what makes customers complain after a service failure or switch service providers without giving them first the possibility of recovering the failure may help managers reduce the damage caused by the failure and increase the company’s profits. Originality/value – This study will try to contribute to the service failure research by analyzing the role of two variables that have not been analyzed before in this context: intentionality attribution and humiliation.

The role of collective angst during and after a service failure

2014 ◽  
Vol 28 (3) ◽  
pp. 223-232 ◽  
Author(s):  
Amro A. Maher ◽  
Rana Sobh
Keyword(s):  
Service Providers ◽  
Cultural Distance ◽  
Service Failure ◽  
Content Type ◽  
Service Failures ◽  
Service Failure And Recovery ◽  
The Future ◽  
Future Viability ◽  
The Impact

Purpose – The purpose of this study is to examine the role of collective angst, the concern about the future viability of one’s group, during service failure and recovery. Design/methodology/approach – To test this objective the authors utilize an experiment to examine how Kuwaitis react to service failures when the front-line employee is a foreigner. Findings – The results indicate that collective angst is associated with greater anger following a service failure. The authors also find that collective angst moderates the impact of cultural distance on anger and recommendation intentions following a service-failure recovery attempt. More specifically, cultural distance leads to greater anger and lower intentions to recommend a service establishment for consumers that experience greater collective angst. Originality/value – The research provides the first attempt at examining how local consumers react to foreigner service providers, by examining how concern about the future vitality of one’s national group, in other words collective angst, affects such reactions.

Cultural values and consumers’ expectations and perceptions of service encounter quality

2016 ◽  
Vol 10 (1) ◽  
pp. 2-26 ◽  
Author(s):  
Masoud Karami ◽  
Mohamad Mehdi Maleki ◽  
Alan J. Dubinsky
Keyword(s):  
Cultural Values ◽  
Cosmetic Surgery ◽  
Discriminant Validity ◽  
Service Providers ◽  
Service Encounter ◽  
Future Research ◽  
Content Type ◽  
Mediating Role ◽  
The Impact

Purpose The purpose of the study is to explore the impact of cultural values on perceptions of service encounter quality by examining the potentially mediating role of service encounter expectations. Design/methodology/approach A questionnaire was designed to collect data from 30 cosmetic clinic patients in Tehran, Iran. Confirmatory factor analysis was used to test the convergent and discriminant validity of the scales. Moreover, path modeling and bootstrapping were implemented using Smartpls 2.0 (M3) software to analyze the collected data and to assess the research model (Figure 1). Findings Cultural values have a significant impact on both expectations and perceptions of service encounter quality. Moreover, findings show that expectations of service encounter quality have an impact on perceptions of service encounter quality. The mediating role of service encounter expectations was confirmed. Research limitations/implications There are additional issues that should be addressed about different aspects of service encounters in developing countries. Moreover, subcultures provide attractive context for service quality perception research; subcultures comprise a large consumer market having its own cultural values that future research could examine. Practical implications Healthcare service providers should understand the cultural values of patients that may differ by social demographic characteristics. Providing a service that enhances patient cultural values might enhance success in the plastic surgery market, because such surgery may assist one in gaining recognition and improving their relationships with others. Clinic managers should consider Iran as a developing country, with its considerable young population having modern self-oriented demands, should be a desirable market for cosmetics and beauty care products. Originality/value Using the concept of Schwartz’s basic human values model to assess consumers’ cultural values and its impact on service encounter quality was the study’s main contribution. Moreover, it is among few studies conducted in the cosmetic surgery industry in a developing country’s context.

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