Articles de revues : « Conceptualisation des services »

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Ganguli, Shirshendu, et Sanjit Kumar Roy. « Conceptualisation of service quality for hybrid services : a hierarchical approach ». Total Quality Management & ; Business Excellence 24, n^o 9-10 (octobre 2013) : 1202–18. http://dx.doi.org/10.1080/14783363.2013.814293.

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Agarwal, Ridhi, et Ramendra Singh. « e-WOM : Review and a New Conceptualisation ». Marketing Review 18, n^o 3 (31 décembre 2018) : 307–21. http://dx.doi.org/10.1362/146934718x15434305916862.

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Electronic word of mouth or e-WOM has gained a lot of salience in marketing literature. However, the conceptualisation of e-WOM in the literature has often relied on past practices in e-WOM generation and use. For example, in the previous few decades, several studies that have used e-WOM to predict future sales/revenue of products and services have conceptualised e-WOM with similar factors such as volume, valence and dispersion of e-WOM, while only adapting it to their research context. In this article, we critique extant conceptualisations of e-WOM, and make a case of moving beyond a uni-dimensional perspective of conceptualising e-WOM and argue for the inclusion of the quality of individual posts/comments in measuring e-WOM. We argue that new conceptualisation of e-WOM must also consider the language, emotions and content of the e-WOM messages. Keeping this in mind, an alternative conceptualisation of e-WOM is offered.

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Agya Yalley, Andrews, et Harjit Singh Sekhon. « Service production process : implications for service productivity ». International Journal of Productivity and Performance Management 63, n^o 8 (4 novembre 2014) : 1012–30. http://dx.doi.org/10.1108/ijppm-10-2012-0113.

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Purpose – The purpose of this paper is to differentiate the production process within services from the dominant manufacturing-based production process, with the objective of delineating the production process in services and highlighting its implication for service productivity. Design/methodology/approach – This study critically reviewed the extant literature on the production processes in manufacturing and services from a multidisciplinary perspective and proposed a framework for the service production process and its relationship with service productivity. Findings – The production process for services differs from the dominant manufacturing-based production process and entails an input, transformation process and outcome dimensions. Therefore, any advancement in services, particularly the conceptualisation and measurement of service productivity, is dependent on the application of a service-specific production process. Research limitations/implications – The understanding and delineation of the production process in services would further scholarly understanding of what is means to be productive in services and the impact on the validity of the conceptualisation and measurement of service productivity and other service-related concepts. Practical implications – The proposed service-based production process can further managerial understanding of the measurement and management of productivity in services. Originality/value – This paper delineates the production process in services and highlighted its implication for service productivity. This study, therefore, is a step forward in developing service-specific concepts and measures, particularly service productivity.

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Whalen-Bridge, Helena. « The Conceptualisation of Pro Bono in Singapore ». Asian Journal of Comparative Law 9 (1 janvier 2014) : 97–143. http://dx.doi.org/10.1017/s2194607800000946.

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Abstract“Pro bono” is a familiar phrase in North American jurisdictions that generally refers to a lawyer’s provision of free legal services to indigent persons. The phrase “pro bono” has also come to imply a particular approach to a lawyer’s relationship to indigent persons, one that stresses the obligatory as opposed to the charitable nature of the services provided. To what extent has this phrase, and its conceptualisation of a lawyer’s role, been used in Asian jurisdictions? This article examines how one Asian jurisdiction, Singapore, conceptualises a lawyer’s relationship to indigent persons by examining newspaper usage of phrases describing legal services for indigent persons. The article argues that changes in usage over time, from free legal services and legal aid to inclusion of pro bono, coupled with increased discussions of access to justice, represent a shift to a more obligatory concept of indigent legal services. An obligatory conceptualisation potentially exerts greater pressure on lawyers to provide indigent legal services, but can also exert pressure to revise the historical lack of broad-based government funded criminal legal aid in Singapore.

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Sabadie, William. « Conceptualisation et mesure de la qualité perçue d'un service public ». Recherche et Applications en Marketing (French Edition) 18, n^o 1 (mars 2003) : 1–24. http://dx.doi.org/10.1177/076737010301800101.

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Devant le constat de l'insatisfaction des usagers, les réformes successives des services publics se sont focalisées sur la qualité de la servuction. La mesure de la qualité perçue occupe une place centrale dans la démarche d'engagement des services publics. Cet article s'attache à proposer un cadre d'analyse de l'évaluation d'un service public afin de rendre compte de la complexité du statut de l'usager à la fois client, assujetti et citoyen. Après une conceptualisation de la qualité perçue, le lien qualité perçue-satisfaction-engagement est étudié dans le contexte de services publics redistributif, et industriel et commercial. Les conditions de la transposition des travaux issus de la sphère privée sont également précisées.

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Hochgraeber, Iris, Milena von Kutzleben, Sabine Bartholomeyczik et Bernhard Holle. « Low-threshold support services for people with dementia within the scope of respite care in Germany – A qualitative study on different stakeholders’ perspective ». Dementia 16, n^o 5 (12 octobre 2015) : 576–90. http://dx.doi.org/10.1177/1471301215610234.

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Low-threshold support services are provided within the basket of services of German long-term care insurance as a part of respite care to support family carers and people with dementia. This study investigates various stakeholders’ (providers, coordinators, volunteers, family carers and people with dementia) perspectives on low-threshold support service regarding its organisation and conceptualisation as well as how stakeholders and users value low-threshold support service using a qualitative approach. Twelve guided interviews and group discussions were conducted with 31 participants. Organisation and conceptualisation are characterised by the lowness of the service thresholds, which is perceived to be quick and simple forms of support with no user requirements. Multiple barriers such as the challenging behaviour of people with dementia and their initial refusal as well as their holding low-threshold support service in low esteem can hinder the utilisation of these services. Low-threshold support service within the scope of the long-term care insurance law can be separated into two types: low-cost (non-professional) services and high-cost services with comprehensive training for ‘employed’ volunteers (professional). Both types are constantly developing within the landscape of the German long-term care system, and low-threshold support service appears to be adapted to diverse needs. Therefore, it is important to avoid replacing non-professional services with professional services.

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Ekaabi, Maryam Ahmed, Khalizani Khalid, Ross Davidson, Ahmad Haifeez Kamarudin et Christopher Preece. « Smart policing service quality : conceptualisation, development and validation ». Policing : An International Journal 43, n^o 5 (10 août 2020) : 707–21. http://dx.doi.org/10.1108/pijpsm-03-2020-0038.

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PurposeThis study evaluates a multidimensional hierarchical scale of smart policing service quality.Design/methodology/approachQualitative and quantitative analysis tools were used to develop a smart policing service quality scale based on the integrative psychometric scale development methodology. A multidimensional hierarchical structure was proposed for smart policing service quality; a group of preliminary items selected from literature was used for the qualitative analysis. For data collection, users of smart policing services were selected through the United Arab Emirates (UAE) research centre. Several statistical methods were employed to verify reliability and validity of the construct and nomological validity of the proposed scale.FindingsA smart policing service quality scale of 23 items was developed based on a hierarchical factor model structure. Nomological testing indicated that overall smart policing service quality is positive and significant, thus contributing to user satisfaction, intention to continue using the system and enhanced quality of life.Practical implicationsThis study enables managers to evaluate types of policing quality and effectively implement strategies to address security and sustainability issues that exist currently in smart services.Originality/valuePrevious studies on policing service quality have not sufficiently addressed the role of smart policing service quality; the nature of discussion in this area is primarily based around concepts. The development of the smart policing service quality scale provides a measurement tool for researchers to use to enhance the understanding of smart policing service quality.

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Dijk, Pieter A. Van, et Andrea Kirk Brown. « Emotional labour and negative job outcomes : An evaluation of the mediating role of emotional dissonance ». Journal of Management & ; Organization 12, n^o 2 (septembre 2006) : 101–15. http://dx.doi.org/10.1017/s1833367200004053.

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ABSTRACTConflicting empirical findings in studies assessing the relationship between emotional labour and negative job outcomes are partly due to the lack of clarity regarding the conceptualisation and measurement of emotional dissonance. Emotional dissonance has been variously described and measured as an antecedent or as a consequence of the performance of emotional labour, as well as an inherent component of emotional labour. Recent conceptualisations of dissonance have proposed a mediator role for emotional dissonance between emotional labour and the outcome of emotional exhaustion. Concepts from cognitive dissonance theory support this conceptualisation and were used to empirically test this proposed relationship with a sample of 181 staff from two tourism based organisations providing a range of visitor/customer services. The results demonstrated a significant partial mediation role for emotional dissonance in the relationship between emotional labour and emotional exhaustion, supporting the use of a more theoretically and methodologically consistent measure of emotional dissonance.

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Dijk, Pieter A. Van, et Andrea Kirk Brown. « Emotional labour and negative job outcomes : An evaluation of the mediating role of emotional dissonance ». Journal of Management & ; Organization 12, n^o 2 (septembre 2006) : 101–15. http://dx.doi.org/10.5172/jmo.2006.12.2.101.

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ABSTRACTConflicting empirical findings in studies assessing the relationship between emotional labour and negative job outcomes are partly due to the lack of clarity regarding the conceptualisation and measurement of emotional dissonance. Emotional dissonance has been variously described and measured as an antecedent or as a consequence of the performance of emotional labour, as well as an inherent component of emotional labour. Recent conceptualisations of dissonance have proposed a mediator role for emotional dissonance between emotional labour and the outcome of emotional exhaustion. Concepts from cognitive dissonance theory support this conceptualisation and were used to empirically test this proposed relationship with a sample of 181 staff from two tourism based organisations providing a range of visitor/customer services. The results demonstrated a significant partial mediation role for emotional dissonance in the relationship between emotional labour and emotional exhaustion, supporting the use of a more theoretically and methodologically consistent measure of emotional dissonance.

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Baghdadi, Youcef. « Enterprise interactions : conceptualisation, ontology, and standard architectures and services ». International Journal of Services and Standards 12, n^o 2 (2018) : 104. http://dx.doi.org/10.1504/ijss.2018.091841.

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Baghdadi, Youcef. « Enterprise interactions : conceptualisation, ontology, and standard architectures and services ». International Journal of Services and Standards 12, n^o 2 (2018) : 104. http://dx.doi.org/10.1504/ijss.2018.10012981.

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Sánchez-Fernández, Raquel, M. Ángeles Iniesta-Bonillo et Morris B. Holbrook. « The Conceptualisation and Measurement of Consumer Value in Services ». International Journal of Market Research 51, n^o 1 (janvier 2009) : 1–17. http://dx.doi.org/10.1177/147078530905100108.

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Consumer value has been widely recognised as a key factor in organisational management, marketing strategy and consumer behaviour. However, because of the scattered and non-conclusive pattern of research on this concept, no single conceptualisation or measurement has won universal acceptance. The present paper develops an approach to understanding and measuring consumer value in a service context. The psychometric properties of the resulting indices support the multidimensional structure of the value concept. Hence, through both theoretical and managerial implications, this study suggests directions for further empirical research on this important topic.

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Bradby, Hannah. « Institutional Racism in Mental Health Services : The consequences of compromised conceptualisation ». Sociological Research Online 15, n^o 3 (août 2010) : 86–96. http://dx.doi.org/10.5153/sro.2197.

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Inequalities in mental health service use and outcome in the British NHS have been attributed to institutional racism. Institutional racism is widely understood in terms of the definition published in the Macpherson report, despite critique of its inability to differentiate the role of individual and institution in discrimination, and weakness in distinguishing racism from other forms of discrimination. The inquiry into David Bennett's death declared the NHS to be institutionally racist, and, although still contested, this has been widely accepted. Poor conceptualisation and the endemic failure to demonstrate how institutional racism leads to iniquitous outcomes can be seen in recommendations to tackle it through individual education. Policy based on a compromised conceptualisation of institutional racism is unlikely to reduce racialised inequalities and, in the face of progress for ethnic minorities else-where, may lead to the conclusion that discrimination is no longer a problem. In the light of recent shifts in what is implied by institutional racism, suggestions for research towards a re-conceptualisation are made.

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Heiskanen, Maria, et Michael Egerer. « The conceptualisation of problem gambling in social services : email interviews with Finnish social services directors ». Nordic Social Work Research 9, n^o 1 (20 janvier 2018) : 29–41. http://dx.doi.org/10.1080/2156857x.2018.1426625.

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Orlando, Beatrice, Demetris Vrontis, Fabio Fiano, Mourad Oubrich et Ikrame Belabbes. « Conceptualisation of customer experience : the case of mobile telecoms services in Morocco ». International Journal of Managerial and Financial Accounting 12, n^o 1 (2020) : 89. http://dx.doi.org/10.1504/ijmfa.2020.10029003.

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Belabbes, Ikrame, Mourad Oubrich, Fabio Fiano, Beatrice Orlando et Demetris Vrontis. « Conceptualisation of customer experience : the case of mobile telecoms services in Morocco ». International Journal of Managerial and Financial Accounting 12, n^o 1 (2020) : 89. http://dx.doi.org/10.1504/ijmfa.2020.107003.

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Henderson, Claire, Heidi Hales et Mirella Ruggeri. « Cross-cultural differences in the conceptualisation of patients' satisfaction with psychiatric services ». Social Psychiatry and Psychiatric Epidemiology 38, n^o 3 (1 mars 2003) : 142–48. http://dx.doi.org/10.1007/s00127-003-0606-7.

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ALDEN, SARAH. « Public-sector service provision for older people affected by homelessness in England ». Ageing and Society 37, n^o 2 (16 novembre 2015) : 410–34. http://dx.doi.org/10.1017/s0144686x15001233.

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ABSTRACTThis paper assesses provision for older people affected by homelessness in England, giving regard to research findings, such as those developed through a pathways model, which show that the experiences of this group are qualitatively distinct when compared to younger households. Current conceptualisations of older age held by Local Authority Housing Option Service professionals are considered, alongside factors relating to government policy and resource issues. It was found that some practitioners adopted an age-blind approach when assessing older groups, despite this being contrary to policy guidance on assessing vulnerability in England. Further, services and housing options aimed at older groups were viewed as inadequate due to a mixture of lack of awareness, targeting and resources. It is concluded that assessment of vulnerability based on older age is complex, as whilst gerontological discourse may discourage viewing age as a number, homelessness scholars stress that rooflessness causes poor health conditions consistent with premature ageing. It is therefore asserted that policy makers must focus greater attention to developing suitable provision for older service users and look to incorporate a richer conceptualisation of how older age may impact upon the homelessness experience.

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Marshall, J. N., et P. A. Wood. « The Role of Services in Urban and Regional Development : Recent Debates and New Directions ». Environment and Planning A : Economy and Space 24, n^o 9 (septembre 1992) : 1255–70. http://dx.doi.org/10.1068/a241255.

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The growing prominence of service activities in the advanced economies poses a substantial challenge for studies of urban and regional development. This paper is a review of different approaches to the analysis of service growth. Studies directed specifically at the development of producer or information services have contributed a valuable sense of the way in which services are leading economic change. They are, however, constrained by the predominantly sectoral nature of their approach, which plays down the diverse character of services and the intimate links between services and other sectors. The conceptualisation of structural change is also too narrow, viewed almost solely through the lens of changes in the service sector. In contrast, a number of Marxist-inspired analyses provide a broader interpretation of the character of structural change, emphasising the role of services in changing phases of capitalist development. They also provide a more sophisticated analysis of the diverse character of services and the types of development they provide. However, they have generally so far been constrained by the limited and derivative role given to services in the dynamics of the economy. The authors argue for a ‘service-informed’ view of structural change which contains a broad analysis of the dynamics of the advanced economies and a sense of the significance of individual service activities in change.

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Raniga, Tanusha, Barbara Simpson et Ntokozo Mthembu. « CHALLENGES TO BUILDING AUTHENTIC PARTNERSHIPS : LESSONS FROM BHAMBAYI, KWAZULU-NATAL, SOUTH AFRICA ». Southern African Journal of Social Work and Social Development 26, n^o 2 (2 mars 2017) : 124–40. http://dx.doi.org/10.25159/2415-5829/2186.

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In contemporary South Africa, partnerships between service providers in government, non-governmental organisations, the private sector and community based organisations have been identified as a means to strengthen communities and the sustainability of social services. However, the unequal power relations that exists between and within these organisations often leads to fragmentation, duplication, and lack of coordination of social services. Using Fowler’s (1998) conceptualisation of authentic partnerships, this qualitative phase of a larger study explored the challenges of building authentic partnerships in Bhambayi, a predominantly informal settlement in KwaZulu-Natal, South Africa. Individual interviews and a focus group held with nine service providers revealed that intraorganisational challenges, cross-boundary and inter-organisational relations as well as political influences were obstacles to the development of authentic partnerships. The article suggests that open communication, clarity of roles and mutual trust between service providers is vital.

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Lyon, Liz, Wei Jeng et Eleanor Mattern. « Research Transparency : A Preliminary Study of Disciplinary Conceptualisation, Drivers, Tools and Support Services ». International Journal of Digital Curation 12, n^o 1 (16 septembre 2017) : 46–64. http://dx.doi.org/10.2218/ijdc.v12i1.530.

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This paper describes a preliminary study of research transparency, which draws on the findings from four focus group sessions with faculty in chemistry, law, urban and social studies, and civil and environmental engineering. The multi-faceted nature of transparency is highlighted by the broad ways in which the faculty conceptualised the concept (data sharing, ethics, replicability) and the vocabulary they used with common core terms identified (data, methods, full disclosure). The associated concepts of reproducibility and trust are noted. The research lifecycle stages are used as a foundation to identify the action verbs and software tools associated with transparency. A range of transparency drivers and motivations are listed. The role of libraries and data scientists is discussed in the context of the provision of transparency services for researchers.

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Aloudat, Anas, et Katina Michael. « Towards a Conceptual Model of User Acceptance of Location-Based Emergency Services ». International Journal of Ambient Computing and Intelligence 5, n^o 2 (avril 2013) : 17–34. http://dx.doi.org/10.4018/jaci.2013040102.

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This paper investigates the introduction of location-based services by government as part of an all-hazards approach to modern emergency management solutions. Its main contribution is in exploring the determinants of an individual’s acceptance or rejection of location services. The authors put forward a conceptual model to better predict why an individual would accept or reject such services, especially with respect to emergencies. While it may be posited by government agencies that individuals would unanimously wish to accept life-saving and life-sustaining location services for their well-being, this view remains untested. The theorised determinants include: visibility of the service solution, perceived service quality features, risks as perceived by using the service, trust in the service and service provider, and perceived privacy concerns. The main concern here is to predict human behaviour, i.e. acceptance or rejection. Given that location-based services are fundamentally a set of electronic services, this paper employs the Technology Acceptance Model (TAM) as a special adaptation of the Theory of Reasoned Action (TRA) to serve as the theoretical foundation of its conceptualisation. A series of propositions are drawn upon the mutual relationships between the determinants and a conceptual model is constructed using the determinants and guided by the propositions. It is argued the conceptual model presented would yield to the field of location-based services research a justifiable theoretical approach competent for exploitation in further empirical research in a variety of contexts (e.g. national security).

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Chen, Kai Shen, et Jin Kuan Kok. « Barriers to Seeking School Counselling : Malaysian Chinese School Students’ Perspectives ». Journal of Psychologists and Counsellors in Schools 27, n^o 2 (22 octobre 2015) : 222–38. http://dx.doi.org/10.1017/jgc.2015.21.

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School counselling services have always been unpopular among Malaysian students. Many researchers have studied what prevents students from seeking mental health services. However, there is a lack of study on the barriers to seeking help in the context of Malaysian school counselling services. Using a sample of Chinese high school students (N = 277), this qualitative study explored the under-utilisation of school counselling services. A thematic analysis was used to analyse an open-ended question, and the findings uncovered contextualised issues such as: conceptualisation of problems and the shameful, fearful, concerned, and responsible self that contributes to the under-utilisation of school counselling services.

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Devlin, James F. « Consumer evaluation and competitive advantage in retail financial services ‐ A research agenda ». European Journal of Marketing 35, n^o 5/6 (1 juin 2001) : 639–60. http://dx.doi.org/10.1108/03090560110388141.

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The primary objective of this paper is to formulate a research agenda in the area of consumer evaluation and competitive advantage in retail financial services markets. In order to achieve this objective, a brief exposition of the market‐led view of competitive advantage is provided, which emphasises the importance of the provision of “customer value” in the relevant market. The process of consumer evaluation of financial services offerings is then reviewed and potential problems in consumer understanding of some types of financial services offerings are highlighted. The implications of such problems for the formulation of value adding strategies are explored with reference to the conceptualisation of the financial service offering and in particular which elements of the offering may be particularly important in adding value in the eyes of consumers. Finally, propositions for research are developed and explored, with the aim of informing both academics and practitioners.

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Iman, Nofie. « Modularity matters : a critical review and synthesis of service modularity ». International Journal of Quality and Service Sciences 8, n^o 1 (21 mars 2016) : 38–52. http://dx.doi.org/10.1108/ijqss-05-2015-0046.

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Purpose – The literature on modularity is extensive, but most research has been concerned with the manufacturing sector and much less with the service sector. The purpose of this paper is to investigate the existing research, to provide a critique of the empirical literature on service modularity and to discuss future research opportunities. Design/methodology/approach – To perform this analysis of service modularity, a list of top-tier journals in the field of business management and organisation was compiled. From there, each and every article was identified, examined, coded and classified into high-level themes. These were then reviewed, analysed and interpreted. Findings – This paper argues that the application of modularity in services will likely be influenced by certain characteristics that distinguish services from products. Second, modularity, from the service perspective, has been closely connected to productisation of services, and the discussion of modularity related to services has been greatly influenced by the earlier discussion on product modularity. This paper concludes that modularity in the service development context is still seeking its theoretical “identity” and requires further theoretical and empirical work on service design modularity conceptualisation, methods and measures. Originality/value – This paper has reviewed several significant fields with which research on service modularity has been concerned. It captures and presents the core notion of service modularity in a critical way that might spur further research in the field.

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Tuffour, Isaac, Alan Simpson et Lisa Reynolds. « Mental illness and recovery : an interpretative phenomenological analysis of the experiences of Black African service users in England ». Journal of Research in Nursing 24, n^o 1-2 (mars 2019) : 104–18. http://dx.doi.org/10.1177/1744987118819667.

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Background Research conceptualising recovery is predominantly Eurocentric. This paper develops the conceptualisation of recovery by Black African service users. Aims Our aim was to explore Black African service users’ experiences of recovery from mental illness and to understand how they conceptualise recovery. Methods Using a qualitative research approach and interpretative phenomenological analysis (IPA), semi-structured interviews were conducted with 12 Black African service users recovering from mental illness in England. Results Participants conceptualised recovery as a pragmatic and subjective concept distributed across a continuum of clinical, functional and spiritual dimensions, resilience, identity and their social and cultural backgrounds. Conclusions It seems critical for all stakeholders to ensure that these components are embedded in recovery-oriented services for Black African service users.

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Pyatt, Alison Z., Keith Walley, Gillian H. Wright et Emma C. L. Bleach. « Co-Produced Care in Veterinary Services : A Qualitative Study of UK Stakeholders’ Perspectives ». Veterinary Sciences 7, n^o 4 (1 octobre 2020) : 149. http://dx.doi.org/10.3390/vetsci7040149.

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Changes in client behaviour and expectations, and a dynamic business landscape, amplify the already complex nature of veterinary and animal health service provision. Drawing on prior experiences, veterinary clients increasingly pursue enhanced involvement in services and have expectations of relationship-centred care. Co-production as a conceptualisation of reciprocity in service provision is a fundamental offering in the services sector, including human medicine, yet the role of co-production in veterinary services has been minimally explored. Utilising a service satisfaction framework, semi-structured interviews (n = 13) were completed with three veterinary stakeholder groups, veterinarians, allied animal health practitioners, and veterinary clients. Interview transcript data were subject to the qualitative data analysis techniques, thematic analysis and grounded theory, to explore relationship-centred care and subsequently conceptualise co-production service for the sector. Six latent dimensions of service were emergent, defined as: empathy, bespoke care, professional integrity, value for money, confident relationships, and accessibility. The dimensions strongly advocate wider sector adoption of a co-produced service, and a contextualised co-production framework is presented. Pragmatic challenges associated with integration of active veterinary clients in a practitioner–client partnership are evident. However, adopting a people-centric approach to veterinary services and partnerships with clients can confer the advantages of improved client satisfaction, enhanced treatment adherence and outcomes, and business sustainability.

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Goudarzi, Kiane, et Marcel Guenoun. « Conceptualisation et mesure de la qualité des services publics (qsp) dans une collectivité territoriale ». Politiques et Management Public, Vol 27/3 (15 juin 2012) : 31–54. http://dx.doi.org/10.4000/pmp.2986.

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Henley, Robert. « Resilience enhancing psychosocial programmes for youth in different cultural contexts ». Progress in Development Studies 10, n^o 4 (10 septembre 2010) : 295–307. http://dx.doi.org/10.1177/146499340901000403.

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This article takes a first step towards developing a resilience assessment scale for use by development organisations offering services to youth and young adults in different cultural contexts. The purpose of a resilience assessment scale would be to assess effectiveness of services in enhancing competencies of youth in managing and adapting to adversities they experience. An in‐depth conceptualisation of individual resilience and how this interacts with multi‐layered social resilience is explored: Organisations provide psychosocial services to help strengthen competencies of vulnerable young people, who in turn can help enhance resilience in the family, neighbourhood and community.

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Whittaker, Graham, Lesley Ledden et Stavros P. Kalafatis. « A re‐examination of the relationship between value, satisfaction and intention in business services ». Journal of Services Marketing 21, n^o 5 (7 août 2007) : 345–57. http://dx.doi.org/10.1108/08876040710773651.

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PurposeThe objectives of this paper are twofold: to add to the debate regarding conceptualisation and operationalisation of value within a professional service domain, and to contribute to the relatively sparse literature dealing with the functional relationship between determinants and outcomes of value with specific emphasis on the value to satisfaction and intention to re‐purchase relationship in professional services.Design/methodology/approachA theoretically grounded model has been developed that comprises three antecedents of value (conceptualised as a higher order construct of six dimensions) and satisfaction both of which impact on intention. The model has been tested, using partial least squares, on 78 responses obtained through an email survey carried out amongst executives of the top 300 UK‐based companies listed in the Times 1,000.FindingsThe results indicate that although perceived value is a multi‐dimensional construct treating value as a unified construct may lead to confounding effects. Although further research is needed it is suggested that different dimensions of value act at different levels of the value hierarchy and differentially reflect process and outcome value creation forces in professional services.Originality/valueThis paper adds to the debate surrounding conceptualisations of the value construct by offering empirical support as to its formative nature. Furthermore, this is the first attempt to examine differences in the nomological relationships of value when it is treated as a single higher order construct and when the higher order structure of value is relaxed allowing its dimensions to directly interact with antecedents and consequences.

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Neuteleers, Stijn, Glenn Deliège et Ullrich Melle. « Intrinsic values and the life framework of values : why we should go back to basics—comment to O’Connor and Kenter (2019) ». Sustainability Science 16, n^o 1 (6 juin 2020) : 313–16. http://dx.doi.org/10.1007/s11625-020-00825-7.

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AbstractThe IPBES Framework aims to allow room for a plurality of values and recently proposed a move from `Ecosystem Services’ to `Nature’s Contributions to People’. O’Connor and Kenter (2019) argue that both approaches still disregard nature as an end in itself. Therefore, they propose a new conceptualisation of `intrinsic value’ and a new approach, labelled the `Life Framework of Values’. This work is highly relevant, but we argue that there are some fundamental conceptual problems with their current account, in particular with the conceptualisation of intrinsic value, relational value, and their category of `living as’. We argue that the changes made to the underlying framework of O’Neill add more confusion than clarification, that it is better to return to the original framework and to focus energy on making that framework applicable.

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Ng, Ee Ling, et Junling Zhang. « The Search for the Meaning of Soil Health : Lessons from Human Health and Ecosystem Health ». Sustainability 11, n^o 13 (5 juillet 2019) : 3697. http://dx.doi.org/10.3390/su11133697.

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Soil is central to human wellbeing through its provision of critical ecosystem services, including food and clean water. These services emerge through the self-organising nature of the soil system. Here, we consider the lessons learnt from the evolution of the understanding of human and ecosystem health for the conceptualisation and application of soil health. We share the fundamental and practical challenges of managing the land with respect to soil health, and the need for policy to drive the protection of soil as one of our most important non-renewable natural resources.

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Gursansky, Di, Rosemary Kennedy, Di Gursansky et Rosemary Kennedy. « Discourses of Case Management : A Labour Market Program Analysis ». Australian Journal of Career Development 7, n^o 2 (novembre 1998) : 17–21. http://dx.doi.org/10.1177/103841629800700206.

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This paper outlines the origins of case management and the diverse meanings of the term. Through illustrations from two Australian policy examples of long-term unemployment and homelessness, it is argued that case management is now often a black box approach to service delivery, underpinned by an economic reform agenda. Analysis of the discourse associated with contemporary policy developments allows insight into the ways in which case management redefines descriptions of service delivery in the human services. It is argued that the rhetoric of case management may not have changed much over time but the motivation behind it may have, and its conceptualisation and theoretical development have not kept pace with practice. The paper concludes with adoption and implementation guidelines for case management.

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Wang, Xueqin, Yiik Diew Wong, Chee-Chong Teo, Kum Fai Yuen et Kevin X. Li. « Decomposing service conveniences in self-collection ». International Journal of Physical Distribution & ; Logistics Management 49, n^o 4 (13 juin 2019) : 356–75. http://dx.doi.org/10.1108/ijpdlm-10-2018-0336.

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Purpose Service conveniences (SCs) play a deterministic role in motivating consumers’ participation in self-collection (via attended pickup points or unattended automated locker systems). Accordingly, the SERVCON model provides a multi-dimensional conceptualisation of SCs, whereas the Kano model explains consumers’ satisfaction formation in response to multi-dimensional service attributes. Anchored on synthesised insights of both models, the purpose of this paper is twofold: first, to qualitatively apply the SC concept to develop specific service attributes of self-collection; and second, to quantitatively examine these attributes in relation to consumers’ satisfaction formation. Design/methodology/approach A quantitative Kano model is adopted for survey questionnaire design and data analysis, and 500 valid responses are obtained from an online panel of respondents in Singapore. Findings SCs are decomposed into 11 service attributes reflecting access, benefit, transaction and post-benefit conveniences of self-collection services. Distinctive patterns of satisfaction formation are revealed in response to specific service attributes; for example, consumers are most responsive to improvement in transaction convenience. Furthermore, as service performance level increases, benefits of spatial accessibility diminish, whereas those of temporal accessibility increase. Practical implications This study reveals key service attributes influencing the self-collection services’ convenience and impact on consumers’ satisfaction. Guidelines are presented for designing an optimal resource allocation strategy for logistics service providers to promote self-collection services. Originality/value This study synthesises diverse logistics literature on self-collection services under the central theme of SCs, thus enriching the conceptual development of SCs with a decomposed framework of logistics service attributes.

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HANDRICH, MATTHIAS, et SVEN HEIDENREICH. « THE WILLINGNESS OF A CUSTOMER TO CO-CREATE INNOVATIVE, TECHNOLOGY-BASED SERVICES : CONCEPTUALISATION AND MEASUREMENT ». International Journal of Innovation Management 17, n^o 04 (août 2013) : 1350011. http://dx.doi.org/10.1142/s1363919613500114.

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Customer co-creation is a phenomenon, whose relevance for innovative technology-based services (TBS) has been acknowledged both by scientific and management practice. However, empirical research on this topic is scarce. Above all others, the lack of a good metric for this construct to establish a common ground for empirical research has hampered progress to date. Thus, the purpose of this paper is to develop and test a construct measuring the willingness of a customer to engage in co-creation (hereafer, WCC) of innovative, TBS. This article provides a thorough literature review on customer co-creation, proposes a scale to measure the willingness to co-create (WCC) innovative, TBS and reports the results of a validation process using expert judges, an exploratory and confirmatory factor analysis. The results of our studies show that the scale has good psychometric properties and that its relationships with other constructs and consumer adoption behaviour conform to theoretical expectations.

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Briggs, Lynne, et A. D. (Sandy) Macleod. « Demoralisation - A Useful Conceptualisation of Non-Specific Psychological Distress Among Refugees Attending Mental Health Services ». International Journal of Social Psychiatry 52, n^o 6 (novembre 2006) : 512–24. http://dx.doi.org/10.1177/0020764006066832.

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Puskas, Daniel, Michel Brien, Lorraine Daviau et Gilles Lacourse. « Le paiement symbolique, monnaie du désir ». Santé mentale au Québec 16, n^o 1 (11 septembre 2007) : 139–48. http://dx.doi.org/10.7202/032207ar.

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RÉSUMÉ L'intervention dans le réseau de la santé et des services sociaux présente des difficultés inhérentes au contexte particulier dans lequel elle s'effectue. Les auteurs exposent d'abord au niveau des concepts la notion de paiement symbolique, qui vient résoudre une partie de ces difficultés, le tout étayé de quelques vignettes cliniques. Enfin, en conclusion, quelques pistes de réflexion sont données en vue d'une conceptualisation plus approfondie de cet outil clinique.

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Zhou, Lihong, Yaqian Song et Tong Zhou. « Underutilisation of self-service libraries in Chinese cities ». Library Hi Tech 34, n^o 3 (19 septembre 2016) : 521–38. http://dx.doi.org/10.1108/lht-05-2016-0054.

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Purpose Self-service libraries (SSLs) have been regarded as an effective approach to provide convenient book services to the enormously large populations of China’s cities. These SSLs are in fact automatic book service machines, which provide a combination of services, including reading card issuing, book lending and returning, and book reservations and collection. However, despite acclaimed success, SSL services are not well received by patrons and are underutilised. The purpose of this paper is to identify and understand the causes of the underutilisation of SSL services in Chinese cities. Design/methodology/approach This study adopted an inductive approach and a case study research design. The SSL services in Wuhan, the capital city of Hubei Province, were adopted as the case study, in which 20 public librarians, SSL workers and managers, and library patrons were approached and interviewed using semi-structured question scripts. The interview data were analysed using a thematic analysis approach. Findings The analysis pointed to 13 causes in three main themes: management problems, service limitations, and the implicit role of government. Further conceptualisation of the findings revealed that the underutilisation of SSL services has resulted from the absence of a patron-centric perspective and the negligence of patrons’ needs and requirements. Therefore, to increase the popularity and usage of SSLs, it is necessary to develop patron-centric management mechanisms through which patrons’ needs and requirements can be effectively understood and responded to. Originality/value This study aims to develop specific suggestions to improve the usage of SSLs. Furthermore, although this study focuses on SSL development in China, this research can provide useful suggestions and implications that can be shared across international borders.

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SÖDERMAN, TARJA, LEENA KOPPEROINEN, PETRI SHEMEIKKA et VESA YLI-PELKONEN. « ECOSYSTEM SERVICES CRITERIA FOR SUSTAINABLE DEVELOPMENT IN URBAN REGIONS ». Journal of Environmental Assessment Policy and Management 14, n^o 02 (juin 2012) : 1250008. http://dx.doi.org/10.1142/s1464333212500081.

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The ecosystem services criteria for strategic decision-making combine conceptualisation and concretisation of ecologically sustainable development. A concrete basis for the measurement, valuation, and assessment of ecological sustainability was created through the development of two-level criteria for ecosystem services, which were linked to indicators based on spatial and statistical data from the Monitoring System of Spatial Structure (MSSS) and the CORINE Land Cover database. The criteria were designed for middle-sized urban regions because urban areas face the greatest land changes, threats, and management and co-operation needs related to maintenance of ecosystem services. Two urban regions were piloting the criteria in an iterative process between researchers and project groups of urban planners. Data availability and poor capacity to deliver data for the regions affected the choice of final indicators. This highlights the need for development of planning tools for practical planning and impact assessment for ecological sustainability of all urban regions.

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ANDERSON, ISOBEL, et SIRI YTREHUS. « Re-conceptualising Approaches to Meeting the Health Needs of Homeless People ». Journal of Social Policy 41, n^o 3 (4 avril 2012) : 551–68. http://dx.doi.org/10.1017/s0047279412000220.

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AbstractThe experience of homelessness not only affects physical health, but can also constrain access to required health care. In a number of European countries, national strategies to tackle homelessness have sought to deliver integrated solutions across housing, health and other social policy areas. This article examines approaches to meeting the health care needs of homeless people in relation to such strategies, drawing upon recent research in Norway and Scotland. The article presents a comparative analysis of approaches to service provision in relation to welfare models and the concepts of universal and specialist provision. The analysis suggests a cross-national shift in the conceptualisation of appropriate responses to the health care needs of those who experience homelessness. The provision of some specialist health services, while reflecting a selective model of welfare, need not be solely interpreted as conflicting with a more universal model of ensuring access to mainstream services. Rather, the challenge is to recognise the need for a process approach which supports an effective transition from the (sometimes necessary) use of specialist services for this group, towards (the ideal of) full integration into mainstream health care.

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Kummer, Tyge-F., Stephanie Pelzl et Markus Bick. « A conceptualisation of privacy risk and its influence on the disclosure of check-in services information ». International Journal of Information Management 57 (avril 2021) : 102266. http://dx.doi.org/10.1016/j.ijinfomgt.2020.102266.

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Bailey, Joe, Angela Tod, Steve Robertson et Rachel King. « Exploring advanced nursing practice in stroke services : a scoping review ». British Journal of Neuroscience Nursing 17, Sup2 (1 avril 2021) : S8—S14. http://dx.doi.org/10.12968/bjnn.2021.17.sup2.s8.

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Background: Stroke care is becoming increasingly reliant on advanced nursing practice (ANP); however, little is known about these roles within the stroke specialty. Aims: To explore the current knowledge of advanced nursing practice in stroke services internationally, specifically, the conceptualisation of ANP and the rationale for its implementation. Methods: Arskey and O'Malley's scoping review methodology was employed, and six academic databases were used. Findings: Two key themes were identified; ‘role development’ and ‘four pillars of advanced practice’. The review identifies that ANP is implemented primarily to provide acute stroke care. Conclusions: Current research does not clarify the rationale for implementing these posts or how ANP is conceptualised. This review does identify that stroke ANP incorporates the four pillars of advanced practice (clinical, research, leadership and education) and was implemented to improve the quality of stroke care. Barriers and facilitators to implementation were also identified.

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Cumiskey, Lydia, Micha Werner, Karen Meijer, S. H. M. Fakhruddin et Ahmadul Hassan. « Improving the social performance of flash flood early warnings using mobile services ». International Journal of Disaster Resilience in the Built Environment 6, n^o 1 (9 février 2015) : 57–72. http://dx.doi.org/10.1108/ijdrbe-08-2014-0062.

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Purpose – The purpose of this study is to provide recommendations for improving the social performance of warnings using mobile services in flash flood prone communities. A warning cannot be considered effective until it is received, understood and responded to by those at risk. This is defined as the social performance of warning communication techniques. Mobile services offer opportunities for improving this, particularly in Bangladesh, but have been underutilised. In this research, characteristics of the warning, mobile services and community are found to influence the social performance. Design/methodology/approach – A framework on the factors affecting the social performance was developed and applied using data collected through interviews at the national and regional level along with focus-group discussions (FGDs) and key informant interviews at the local level in the Sunamganj District, Bangladesh. Findings – The study demonstrated that mobile services are the preferred means of warning communication. Communities strongly preferred voice short messaging service (SMS) and interactive voice response (IVR) because of easier accessibility and understanding of the message. Text-based services [SMS and cell broadcasting service (CBS)] were still found to be acceptable. These should be simple, use symbols and refer to additional sources of information. Further recommendations include mixing push (e.g. SMS and CBS) and pull-based (e.g. IVR) mobile services, utilising local social networks, decentralising the dissemination process and raising awareness. Research limitations/implications – A limited sample of interviews and FGDs were used. Practical implications – Concrete recommendations are made for overcoming obstacles related to the effective use of mobiles services. Social implications – The suggestions made can contribute to improving the social performance of flood early warning communication. Originality/value – The conceptualisation of mobile services’ contribution to social performance of flood warning and field-level application.

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Walsh, Gianfranco, Mario Schaarschmidt et Stefan Ivens. « Assessing the effects of multichannel service provider corporate reputation on customer new product adoption and RFM value ». Journal of Service Management 29, n^o 4 (2 juillet 2018) : 680–702. http://dx.doi.org/10.1108/josm-08-2017-0211.

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Purpose Service providers leverage their corporate reputation management efforts to increase revenues by shaping customer attitudes and behaviours, yet the effects on customer innovation adoption and customer value remain unclear. In an extended conceptualisation of customer-based corporate reputation (CBR), the purpose of this paper is to propose that customer perceived risk, perceived value, and service separation are contingencies of the relationship between CBR and two key customer outcomes: customer new product adoption proneness (CPA) and recency-frequency-monetary (RFM) value. Design/methodology/approach Using a predictive survey approach, 1,001 service customers assess the online or offline operations of six multichannel retailers. The hypothesised model is tested using structural equation modelling and multigroup analysis. Findings The analysis reveals significant linkages of CBR with perceived risk and perceived value, as well as between perceived risk and perceived value and from perceived value to CPA and RFM value. These linkages vary in strength across unseparated (offline) and separated (online) services. Research limitations/implications This study uses cross-sectional data to contribute to literature that relates CBR to relevant customer outcomes by considering CPA and RFM value and investigating contingent factors. It provides conceptual and empirical evidence that price appropriateness represents a new CBR dimension. Practical implications The results reveal that CBR reduces customers’ perceived risk and positively affects their perceived value, which drives CPA and RFM value. Multichannel retailers can create rewarding customer relationships by building and nurturing good reputations. Originality/value This study is the first to link CBR with customer product adoption proneness and value, two important customer measures. It proposes and tests an extended conceptualisation of CBR.

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Crittenden, Patricia M., Andrea Landini et Susan J. Spieker. « Staying alive : A 21st century agenda for mental health, child protection and forensic services ». Human Systems : Therapy, Culture and Attachments 1, n^o 1 (février 2021) : 29–51. http://dx.doi.org/10.1177/26344041211007831.

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Mental health treatment, child protection and forensic services for criminality need major reorganisation in conceptualisation and service provision. This need results from the failure of current diagnostic methods, administrative organisations and treatment approaches to reduce the prevalence of mental illness, child maltreatment or criminal behaviour. We propose that defining these problems as individual deficits and responding to them by category of harm (to self, progeny and others, respectively) stands in the way of effective prevention and treatment. We address four topics: (1) the common basis of all of these problems in unprotected and uncomforted exposure to danger, (2) the developmental process of psychological maladaptation that occurs interpersonally in endangered families, (3) the behavioural expression of psychological development as protective strategies that can be adaptive or maladaptive, depending upon the context in which they are used, and (4) proposals for systemic change that could improve prevention and treatment. These proposals include using functional formulations to guide treatment planning, single portal entry to assessment and services, integrated universal transdisciplinary training followed by specialisation for all mental health professionals, delivering customised treatment through transitional attachment relationships and consolidating disparate disciplines in ‘departments of human adaptation’.

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Pullen Sansfaçon, Annie, Isabelle Marchand et Josianne Crête. « Explorer l’identité professionnelle chez les travailleurs sociaux en devenir ». Perspectives étatiques 27, n^o 1 (9 octobre 2015) : 137–52. http://dx.doi.org/10.7202/1033623ar.

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Les rapides changements structurels dans l’organisation des services complexifient le développement d’une identité professionnelle (IP) forte chez les travailleurs sociaux, pourtant essentielle à une pratique éthique. L’objectif de cette étude qualitative est d’explorer l’IP d’étudiants finissant au baccalauréat en travail social. Les résultats montrent comment l’IP est définie par les participants, ainsi que les quatre lieux qui contribuent spécifiquement à son développement. Discutant cette conceptualisation, des pistes de réflexion favorisant le développement d’une IP plus forte chez les étudiants en travail social sont identifiées.

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Morin, Paul, Pierre-Luc Bossé, Sébastien Carrier, Suzanne Garon et Annie Lambert. « La personnalisation des services de santé mentale : une voie d’avenir ». Santé mentale au Québec 40, n^o 1 (22 juillet 2015) : 135–52. http://dx.doi.org/10.7202/1032387ar.

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La personnalisation des services de santé mentale est indissociable d’un processus qui vise à penser et à circonscrire les effets recherchés par les personnes comme des aspirations légitimes, élargissant ainsi leurs possibilités de choix et de contrôle. Dans un premier temps, nous démontrerons que cette visée de personnalisation ne peut être détachée d’un contexte général et de contextes spécifiques, qu’ils soient français, anglo-saxons, québécois ou autres. L’approche narrative constitue à cet égard un apport essentiel favorisant la prise en compte des liens de codétermination entre façons de savoir et formes de pouvoir. Par la suite, les politiques, pratiques et recherches au Royaume-Uni en regard de la personnalisation seront mises en évidence avec un accent particulier sur les approches et outils d’intervention dans le champ de la santé mentale. C’est dans ce cadre que nous présenterons le « Projet Baromètre » dont l’une des retombées est la conceptualisation d’un outil d’intervention et d’évaluation, interactif et accessible via le web, qui met en évidence les forces et les progrès de la personne dans sa communauté.

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Minkiewicz, Joanna, Kerrie Bridson et Jody Evans. « Co-production of service experiences : insights from the cultural sector ». Journal of Services Marketing 30, n^o 7 (10 octobre 2016) : 749–61. http://dx.doi.org/10.1108/jsm-04-2015-0156.

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Purpose The increased involvement of customers in their experience is a reality for all service organisations. The purpose of this paper is to explore the way organisations collaborate with customers to facilitate consumption of cultural experiences through the lens of co-production. Although organisations are typically an integral part of the co-production process, co-production is typically considered from a consumer angle. Aligned with the service ecosystem perspective and value-in-cultural context, this research aims to provide greater insight into the processes and resources that institutions apply to co-produce experiences with consumers and the drivers and inhibitors of such processes. Design/methodology/approach Case study research with three exemplar organisations, using in-depth interviews with key informants was used to investigate the processes organisations follow in co-producing the service experience with customers, as well as the drivers and inhibitors of organisational co-production of the service experience in the cultural sector. Findings The findings illuminate that cultural organisations are co-producing the service experience with their customers, as revealed through a number of key processes: inviting customers to actively participate in the experience, engaging customers and supporting customers in the co-production of the experience. Increasingly demanding consumers and a changing competitive landscape are strong external drivers of co-production. Visionary leadership and consumer-focussed employees are internal factors impelling organisations to co-produce experiences with consumers. A strong curatorial orientation, complex organisational structure, employee attitude and capability gaps and funding constraints are impediments towards organisations co-producing experiences with consumers. Originality/value This paper addresses a gap in Service-Dominant logic theory, arts/cultural marketing and broader services marketing literature by proposing a broadened conceptualisation of co-production of the service experience. This conceptualisation can be used as a platform to derive strategic imperatives for managers of service organisations. The findings highlight the key practices and resources that are central to organisations co-producing experience with customers. In this way, greater understanding of institutional logics and practices that underpin experience co-production emerges.

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Maklan, Stan, et Philipp Klaus. « Customer Experience : Are We Measuring the Right Things ? » International Journal of Market Research 53, n^o 6 (novembre 2011) : 771–72. http://dx.doi.org/10.2501/ijmr-53-6-771-792.

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Marketing theory and practice evolved dramatically through a series of transformations from products to services and, recently, customer experiences. Each stage has its own perspective on marketing's purpose, the nature of customer value, and measurements that calibrate performance and guide managerial decisions. The latter is of particular interest to market researchers. Measurement (research) typically lags behind changes in marketing theory due to institutional factors and the time it takes for new practices to diffuse. The authors posit that firms still measure customer experience against criteria more suited to evaluating product and service marketing. Research practice seems rooted in 1990s notions of service quality, itself an outgrowth of total quality management (TQM) originating in manufacturing during the 1980s. The authors argue that market researchers will serve their organisations and customers better if they take an active role in updating the customer experience measurement commensurate with advances in the conceptualisation of that which firms offer customers.

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Newton, Danielle C., Adrian J. Tomyn et Anthony D. LaMontagne. « Exploring the challenges and opportunities for improving the health and wellbeing of international students : Perspectives of international students. » Journal of the Australian and New Zealand Student Services Association 29, n^o 1 (24 mai 2021) : 18–34. http://dx.doi.org/10.30688/janzssa.2021.1.02.

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This study sought to explore the challenges and opportunities for improving the health and wellbeing of international students through in-depth interviews with 21 international students at an Australian University. Interviews explored 1) conceptualisation of health and wellbeing, 2) perceptionsof the most significant health and wellbeing issues for international students, and 3) the barriers to international students accessing campus-based services for health and wellbeing concerns. Almost all international students viewed health and wellbeing as a state encompassing both physical and mental/emotional health. Key challenges included mental health, lack of social support, academic stressors, financial pressures, and accommodation concerns. Barriers to accessing university support services included cultural stigma, language barriers, waiting periods to access services, and not knowing how or where to access support within the university. The implications of these findings and suggested strategies for improving the health and wellbeing of international students are discussed.

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