Access to Care, Reporting Behaviors, and Quality of Athletic Training Service Interactions for Reserve Officers' Training Corps cadets

Purpose: Reserve Officers’ Training Corps (ROTC) programs prepare student-civilians to become leaders through strenuous physical and leadership training. Unlike their student-athlete counterparts who have direct access to athletic training services, ROTC cadets may or may not have a healthcare provider available. The purpose of this study was to examine the access to care and reporting behaviors of ROTC cadets with a secondary aim exploring the quality of healthcare service interactions relative to patient-centered care. Methods: An online survey assessed access to care using a self-report tool on the type of medical providers available to the ROTC cadets (n=132, age=20±3 y) dispersed between the Army, Navy, Air Force, and Marines, and their illness/injury history and reporting behaviors. The participants who sought care for an injury/illness also completed the Consultation and Relational Empathy tool to measure the level of patient-centered care by the healthcare provider with follow-up analysis using the Consultation Care Measure tool for all athletic training service interactions. Data were analyzed using descriptive statistics. Results: ROTC cadets reported access to 2±1 healthcare providers including a designated civilian physician (26.5%), athletic trainer (23.5%), and ROTC peer first responder (14.4%). However, 50.8% of respondents stated they were unsure what healthcare providers were available. In total, 22.7% of cadets reported being injured and 26.5% reported being sick/ill while participating in ROTC activities. Of those who stated they had sustained an injury during ROTC, 59.9% seldomly or never reported their injury. The ROTC cadets who sought healthcare expressed they were satisfied with their injury (35.96±10.60) and illness (35.48±13.10) treatment from a patient-centered viewpoint. Conclusions: The ROTC cadets reported a general unfamiliarity with the healthcare providers available to them. Despite the reporting behaviors, the cadets reported being satisfied with the care they received.

Customers’ evaluation of mechanical artificial intelligence in hospitality services: a study using online reviews analytics

Purpose This paper aims to analyze if and to what extent mechanical artificial intelligence (AI)-embedded in hotel service robots-influences customers’ evaluation of AI-enabled hotel service interactions. This study deploys online reviews (ORs) analytics to understand if the presence of mechanical AI-related text in ORs influences customers’ OR valence across 19 leading international hotels that have integrated mechanical AI – in the guise of service robots – into their operations. Design/methodology/approach First, the authors identified the 19 leading hotels across three continents that have pioneered the adoption of service robots. Second, by deploying big data techniques, the authors gathered the entire population of ORs hosted on TripAdvisor (almost 50,000 ORs) and generated OR analytics. Subsequently, the authors used ordered logistic regressions analyses to understand if and to what extent AI-enabled hospitality service interactions are evaluated by service customers. Findings The presence of mechanical AI-related text (text related to service robots) in ORs influences positively electronic word-of-mouth (e-WOM) valence. Hotel guests writing ORs explicitly mentioning their interactions with the service robots are more prone to associate high online ratings to their ORs. The presence of the robot’s proper name (e.g., Alina, Wally) in the OR moderates positively the positive effect of mechanical AI-related text on ORs ratings. Research limitations/implications Hospitality practitioners should evaluate the possibility to introduce service robots into their operations and develop tailored strategies to name their robots (such as using human-like and short names). Moreover, hotel managers should communicate more explicitly their initiatives and investments in AI, monitor AI-related e-WOM and invest in educating their non-tech-savvy customers to understand and appreciate AI technology. Platform developers might create a robotic tag to be attached to ORs mentioning service robots to signal the presence of this specific element and might design and develop an additional service attribute that might be tentatively named “service robots.” Originality/value The current study represents the first attempt to understand if and to what extent mechanical AI in the guise of hotel service robots influences customers’ evaluation of AI-enabled hospitality service interactions.

Psychometric Evaluation of a Pragmatic Measure for Assessing Adherence to System of Care Principles in Behavioral Health Service Interactions

Provider adherence to system of care principles in service interactions with families is an important indicator of behavioral health service quality for youth; however, valid and pragmatic measures suitable for monitoring this quality indicator at population scale have not been developed. This article reports on two studies that developed and evaluated such a measure. In Study 1, an iterative, family-partnered process resulted in generation of 18 items that demonstrated unidimensionality and strong reliability among caregivers of youth participating in behavioral health services ( N = 141). In Study 2, data from a second, statewide, stratified random sample of caregivers ( N = 351) confirmed the items’ unidimensionality, discriminant validity, and criterion-related validity. Higher scores on the System of Care Adherence Scale were associated with lower risk of youth psychiatric hospitalization, greater perceived improvement in youth functioning, and greater increases in caregivers’ self-efficacy to access services. Item response theory analyses indicated the items were strongly related to adherence; however, most were optimal for differentiating between low to moderate levels of adherence. The System of Care Adherence Scale is a psychometrically sound measure suitable for population surveillance of the extent to which families experience system of care principles in their interactions with providers.