scholarly journals Rethinking Service Systems and Public Policy: A Transformative Refugee Service Experience Framework

2020 ◽  
pp. 074391562096281
Author(s):  
Silke Boenigk ◽  
Raymond Fisk ◽  
Sertan Kabadayi ◽  
Linda Alkire ◽  
Lilliemay Cheung ◽  
...  
Keyword(s):  
Public Policy ◽  
Nonprofit Organizations ◽  
Service Providers ◽  
Service System ◽  
Well Being ◽  
Research Literature ◽  
Service Systems ◽  
Policy Makers ◽  
Service Experience ◽  
Research Questions

The global refugee crisis is a complex humanitarian problem. Service researchers can assist in solving this crisis because refugees are immersed in complex human service systems. Drawing on marketing, sociology, transformative service, and consumer research literature, this study develops a Transformative Refugee Service Experience Framework to enable researchers, service actors, and public policy makers to navigate the challenges faced throughout a refugee’s service journey. The primary dimensions of this framework encompass the spectrum from hostile to hospitable refugee service systems and the resulting suffering or well-being in refugees’ experiences. The authors conceptualize this at three refugee service journey phases (entry, transition, and exit) and at three refugee service system levels (macro, meso, and micro) of analysis. The framework is supported by brief examples from a range of service-related refugee contexts as well as a Web Appendix with additional cases. Moreover, the authors derive a comprehensive research agenda from the framework, with detailed research questions for public policy and (service) marketing researchers. Managerial directions are provided to increase awareness of refugee service problems; stimulate productive interactions; and improve collaboration among public and nonprofit organizations, private service providers, and refugees. Finally, this work provides a vision for creating hospitable refugee service systems.

Network Management and Service Systems

2015 ◽  
Vol 28 (1) ◽  
pp. 38-56 ◽  
Author(s):  
Rainer Alt ◽  
Clemens Eckert ◽  
Thomas Puschmann
Keyword(s):  
Network Management ◽  
Service Providers ◽  
Service System ◽  
Financial Service ◽  
Service Systems ◽  
Service Science ◽  
Support Network ◽  
Value Chains ◽  
Dynamic Configuration ◽  
Oriented Research

Service science views companies as service system entities that interact with other entities to create value. In today's networked value chains competition is no longer among companies, but among networks that may be regarded as service ecologies. Following service science each entity comprises a dynamic configuration of resources and structures, thus a variety of design aspects needs alignment within these ecologies. To manage service ecologies this article suggests to link insights from network management with service science. A multi-dimensional framework consistently describes the organizational aspects of network management among service system entities as well as the required processes to align activities between service system entities and the possible information systems to support network management. The framework emerged from a design-oriented research project based on eleven interviews with managers from financial service providers in Germany and Switzerland.

NonProfits: A Public Policy Tool for the Promotion of Community Subjective Well-Being

2021 ◽  
Author(s):  
Robert W Ressler ◽  
Pamela Paxton ◽  
Kristopher Velasco ◽  
Lilla Pivnick ◽  
Inbar Weiss ◽  
...  
Keyword(s):  
Public Policy ◽  
Nonprofit Organizations ◽  
Positive Emotion ◽  
Well Being ◽  
Subjective Well Being ◽  
Theoretical Understanding ◽  
Policy Tool ◽  
Twitter Data ◽  
Per Capita ◽  
Policy Lever

Abstract Looking to supplement common economic indicators, politicians and policymakers are increasingly interested in how to measure and improve the subjective well-being of communities. Theories about nonprofit organizations suggest they represent a potential policy-amenable lever to increase community subjective well-being. Using longitudinal cross-lagged panel models with IRS and Twitter data, this study explores whether communities with higher numbers of nonprofits per capita exhibit greater subjective well-being in the form of more expressions of positive emotion, engagement, and relationships. We find associations, robust to sample bias concerns, between most types of nonprofit organizations and decreases in negative emotions, negative sentiments about relationships, and disengagement. We also find an association between nonprofit presence and the proportion of words tweeted in a county that indicate engagement. These findings contribute to our theoretical understanding of why nonprofit organizations matter for community-level outcomes and how they should be considered an important public policy lever.

Commentary: enabling service wisdom for MEA organizations and society

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Raymond P. Fisk
Keyword(s):  
Service System ◽  
Human Life ◽  
Well Being ◽  
Human Condition ◽  
Service Systems ◽  
Social Implications ◽  
Service Research ◽  
Research Experience ◽  
Content Type ◽  
Human Needs

Purpose This commentary seeks to enable service researchers in the Middle East and Africa (MEA) regions and those in other regions to pursue service research that addresses the many difficult service system problems in the MEA. Design/methodology/approach This commentary is based on more than 40 years of service research experience and unique insights from a service research pioneer. The commentary addresses what service systems are and why they are important to human progress. Findings Three service wisdoms are offered to enable service researchers. Serving Human Needs focuses on the essential role of service because all human economies exist to serve human needs. It also provides the aspirational goal of improving human well-being by transforming service systems. The topic of Designing New Service Rules urges service researchers to design new service systems based on the win-win logic of mutualism. Collaborating With Each Other is the third service wisdom. With more than 7 billion humans living today, mutually beneficial collaborations are one of the best strategies for improving human well-being and the well-being of our crowded planet. Practical implications Practical ideas are offered for improving the human condition through collaboratively serving each other’s needs. Social implications Because service systems are both nonmonetary and monetary solutions to human needs, their social implications are profound. Human life itself depends on service systems. Originality/value This commentary offers service researchers guidance in understanding services, in designing better services, and in pursuing collaborative solutions to service system problems.

scholarly journals Preventing elder maltreatment: Identification of high risk factors from LTC administrative data

2021 ◽  
Vol 5 (Supplement_1) ◽  
pp. 987-987
Author(s):  
Shiau-Fang Chao ◽  
Chen-Wei Hsiang ◽  
Kuan-Ming Chen ◽  
Ya-Mei Chen ◽  
Ji-Lung Hsieh ◽  
...  
Keyword(s):  
Low Income ◽  
Older Persons ◽  
Service Use ◽  
Service Providers ◽  
Service System ◽  
Well Being ◽  
High Risk Factors ◽  
Income Status ◽  
Elder Maltreatment ◽  
Linear Probability

Abstract Elder maltreatment is a serious problem endangering physical, emotional, and material well-being of older persons, especially those with physical and cognitive impairment. However, detecting the incident of elder maltreatment is difficult and its prevalence has been seriously underestimated. This study explores how LTC use relates to elder maltreatment report, using government LTC service records in Taiwan. A total of 88,633 reported cases in adult protection system in 2019 were merged with 443,952 valid cases in LTC service system. Descriptive statistics were firstly performed to examine the proportion and characteristics of repeated cases in both systems. Linear probability modeling was then used for analyses. 1. In 2019, 3,413 elder maltreatment clients can be identified in LTC service system, accounting for 27.3% of the elder maltreatment cases. 2. Older persons who used LTC service first and being reported as elder maltreatment cases later had a higher prevalence of being discovered by social workers and care attendants. 3. These group of clients also had higher proportion of being reported as neglected by others, abandonment, and self-neglected. 4. Characteristics in LTC service system, such as being older, low severity of disability, high cognitive impairments, low income status, and with a LTC service use record, were related to high probability of being detected with elder maltreatment problems. Characteristics in LTC service system could be effective indicators in discovering potentially abusive situations of disabled older persons. Training and education are essential for LTC service providers to enhance their literacy and ability of assessing elder maltreatment.

“Getting Better”

2018 ◽  
Vol 45 (2) ◽  
pp. 87-106 ◽  
Author(s):  
Suzanne Fraser ◽  
Mats Ekendahl
Keyword(s):  
Comparative Research ◽  
Addiction Treatment ◽  
Service Providers ◽  
Well Being ◽  
General Purpose ◽  
The Self ◽  
Consumption Patterns ◽  
Policy Makers ◽  
Rule Out

The alcohol and other drug field is characterized by great diversity in kinds of treatment and treatment philosophies. Even the kinds of problems treatment is expected to address vary significantly, although agreement seems to exist that the general purpose is to help people “get better.” This article considers this diversity, drawing on a qualitative project conducted in three countries: Australia, Canada, and Sweden. Inspired by the project’s multisite approach and the questions it raises about comparative research, the article critically engages with the notion of “comparison” to think through what is at stake in making comparisons. Analyzing 80 interviews conducted with policy makers, service providers, and peer advocates, the article maps key ways treatment is conceptualized, identifying in them a central role for comparison. Participants in all sites invoked the need to consider addiction a multifaceted problem requiring a mix of responses tailored to individual differences. Related notions of “holism” were also commonly invoked, as was the need to concentrate on overall improvements in well-being rather than narrow changes in consumption patterns. In conducting this analysis, this article poses a series of critical questions. What kinds of comparisons about quality of life, the self, and well-being do treatments for addiction put into play? What categories and criteria of comparison are naturalized in these processes? What kinds of insights might these categories and criteria authorize, and what might they rule out? In short, what does it mean to understand alcohol and other drug use and our responses to it as intimately intertwined with the need to “get better,” and what happens when we scrutinize the politics of comparison at work in getting better through addiction treatment? We conclude by arguing for the need to find new, fairer, ways of constituting the problems we presently ascribe to drugs and addiction.

Creating hospitable service systems for refugees during a pandemic: leveraging resources for service inclusion

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jörg Finsterwalder ◽  
Sertan Kabadayi ◽  
Raymond P. Fisk ◽  
Silke Boenigk
Keyword(s):  
Service Providers ◽  
Social Issues ◽  
Well Being ◽  
Lessons Learned ◽  
Service Systems ◽  
Service Research ◽  
Vulnerable Group ◽  
Content Type ◽  
Service Businesses ◽  
Practical Implications

PurposeThe overarching goal of this paper is to increase awareness among researchers and practitioners that refugees are disproportionally impacted by COVID-19, which increases their suffering. Second, it extends a recently introduced transformative refugee service experience framework by integrating and conceptualizing refugees' resource and service inclusion during a pandemic. Third, it explores lessons learned and implications from the COVID-19 pandemic for the future of service research and practice.Design/methodology/approachThis study synthesizes approaches on refugees, resources and transformative service research to develop an extended framework for addressing one of society's pressing issues during and after pandemics.FindingsRecognizing refugees as providing resources rather than just needing or depleting resources can enable more inclusion. It facilitates refugees' integration into society by drawing on their skills and knowledge. This requires hospitable refugee service systems that enable service inclusion and opportunities for refugee resource integration.Research limitations/implicationsThis article focuses on one vulnerable group in society. However, the extended framework presented warrants broader application to other contexts, such as subsistence marketplaces.Practical implicationsManagers of service businesses and public policymakers should create more inclusive and hospitable service systems for refugees. This may result in redesigning services, changing consumer behavior and reformulating public policy.Social implicationsBetter inclusion and integration of refugees and their resources should increase their individual well-being, reduce social issues in society, increase overall societal well-being and productivity.Originality/valueThis article presents a novel extended framework for service scholars and service providers to increase resource and service inclusion of refugees in a disaster context.

Choice, freedom, and well-being: considerations for public policy

2017 ◽  
Vol 1 (1) ◽  
pp. 106-121 ◽  
Author(s):  
BARRY SCHWARTZ ◽  
NATHAN N. CHEEK
Keyword(s):  
Public Policy ◽  
Well Being ◽  
Policy Makers ◽  
Cultural Contexts ◽  
Democratic Societies

AbstractIt is commonly assumed in affluent, Western, democratic societies that by enhancing opportunities for choice, we enhance freedom and well-being, both by enabling people to get exactly what they want and by enabling people to express their identities. In this paper, we review evidence that the relationships between choice, freedom, and well-being are complex. The value of choice in itself may depend on culture, and even in cultural contexts that value choice, too much choice can lead to paralysis, bad decisions, and dissatisfaction with even good decisions. Policy-makers are often in a position to enhance well-being by limiting choice. We suggest five questions that policy-makers should be asking themselves when they consider promulgating policies that will limit choice in the service of enhanced well-being. The relationships between choice, freedom, and well-being are not simple, and an appreciation of their complexity may help policy-makers target their interventions more effectively.

Ageing Out of Place: Health and Well‐Being Needs and Access to Home and Aged Care Services for Recently Arrived Older Refugees in Melbourne, Australia

2007 ◽  
Vol 3 (1) ◽  
pp. 4-14 ◽  
Author(s):  
R Atwell ◽  
I Correa‐Velez ◽  
S Gifford
Keyword(s):  
Mental Illness ◽  
Older People ◽  
Family Conflict ◽  
Service Providers ◽  
Well Being ◽  
Aged Care ◽  
Policy Makers ◽  
Care Services ◽  
Key Issues ◽  
Health And Well Being

Recently arrived older refugees in resettlement countries are a particularly vulnerable population who face many risks to their health and well‐being, and many challenges in accessing services. This paper reports on a project undertaken in Victoria, Australia to explore the needs of older people from 14 recently arrived refugee communities, and the barriers to their receiving health and aged care. Findings from consultations with community workers and service providers highlight the key issues of isolation, family conflict and mental illness affecting older refugees, and point to ways in which policy‐makers and service providers can better respond to these small but deserving communities.

scholarly journals Flexible assertive community treatment teams can change complex and fragmented service systems: experiences of service providers

2021 ◽  
Vol 15 (1) ◽  
Author(s):  
Kristin Trane ◽  
Kristian Aasbrenn ◽  
Martin Rønningen ◽  
Sigrun Odden ◽  
Annika Lexén ◽  
...  
Keyword(s):  
Health Service ◽  
Assertive Community Treatment ◽  
Service Providers ◽  
Service System ◽  
Service Systems ◽  
Community Treatment ◽  
Integrative Health ◽  
Service Models ◽  
Study Team ◽  
Group Interviews

Abstract Background Implementing innovative health service models in existing service systems is complicated and context dependent. Flexible assertive community treatment (FACT) is a multidisciplinary service model aimed at providing integrated care for people with severe mental illness. The model was developed in the Netherlands and is now used in several countries, such as Norway. The Norwegian service system is complex and fragmented, with challenges in collaboration. Limited research has been performed on FACT teams and other new integrative health service models as part of such systems. However, such knowledge is important for future adjustments of innovation processes and service systems. Our aim was to explore how FACT teams are integrated into the existing formal public service system, how they function and affect the system, and describe some influencing factors to this. We sought to address how service providers in the existing service system experience the functioning of FACT teams in the system. Methods Five focus group interviews were undertaken 3 years after the FACT teams were implemented. Forty service providers representing different services from both levels of administration (primary and specialist healthcare) from different Norwegian regions participated in this study. Team leaders of the FACT teams also participated. Service providers were recruited through purposeful sampling. Interviews were analysed using thematic text analysis. Results The analysis revealed five main themes regarding FACT teams: (1) They form a bridge between different services; (2) They collaborate with other services; (3) They undertake responsibility and reassure other services; (4) They do not close all gaps in service systems; and (5) They are part of a service system that hampers their functioning. Conclusions The FACT teams in this study contributed to positive changes in the existing service system. They largely contributed to less complex and fragmented systems by forming a bridge and undertaking responsibility in the system and by collaborating with and reassuring other services; this has reduced some gaps in the system. The way FACT teams function and needs of the existing system appear to have contributed positively to these findings. However, complexity and fragmentation of the system partly hamper functioning of the FACT teams.

What systems participants know about access and service entry and why managers should listen

2017 ◽  
Vol 41 (4) ◽  
pp. 449
Author(s):  
Rohena Duncombe
Keyword(s):  
Health Services ◽  
Community Health ◽  
Participatory Design ◽  
Service Providers ◽  
Local Level ◽  
Academic Research ◽  
Research Literature ◽  
Local Health ◽  
Policy Makers ◽  
Health Counselling

Objective The present study looked at the views of people directly involved in the entry process for community health counselling using the frame of the health access literature. The concurrence of system participants’ views with the access literature highlights access issues, particularly for people who are vulnerable or disadvantaged. The paper privileges the voices of the system participants, inviting local health services to consider using participatory design to improve access at the entry point. Methods People involved in the entry process for community health counselling explored the question, ‘What, for you, are the features of a good intake system?’ They also commented on themes identified during pilot interviews. These were thematically analysed for each participant group by the researcher to develop a voice for each stakeholder group. Results People accessing the service could be vulnerable and the entry process failed to take that into account. People directly involved in the counselling service entry system, system participants, consisted of: professionals referring in, people seeking services and reception staff taking first enquiries. They shared substantially the same concerns as each other. The responses from these system participants are consistent with the international literature on access and entry into health services. Conclusion Participatory service design could improve primary healthcare service entry at the local level. Canvassing the experiences of system participants is important for delivering services to those who have the least access and, in that way, could contribute to health equity. What is known about the topic? People with the highest health needs receive the fewest services. Health inequality is increasing. What does this paper add? System participants can provide advice consistent with the academic research literature that is useful for improving service entry at the local level. What are the implications for practitioners? Participatory design can inform policy makers and service providers. Entry systems could acknowledge the potential vulnerability or disadvantage of people approaching the service.

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