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This chapter explores how the intersection of disability and family has evolved in the US medical field over the 19th, 20th, and 21st centuries. Through an analysis of the Proceedings of the American Medical Association, this work demonstrates how physicians describe and view the connections between disability and family in bureaucratic activities. The exploration of the Proceedings documents elucidates the changing process around how physicians define the relationship of disability and family in the US through bureaucratic and policy discussions. A qualitative approach of content analysis is employed to evaluate the American Medical Association Proceedings of the House of Delegates from 1846 to 2022. Data collection applies deductive coding focusing on various terms related to the conceptualization of families with analysis exploring themes around disability within the searched terms. Results demonstrate how US physicians describe the relationship between disability and family over time in the US context. The findings highlight cases in which the medical establishment recognizes itself as a potential source of burden, families choosing burdens of supporting or not supporting family members with disabilities, and the medicalization of social phenomena related to disability. Additional findings include discussions of support systems that families with disabled family members can leverage for assistance. This first-of-its-kind longitudinal content analysis study provides insights on the meaning-making processes of physicians in relation to how conceptualizations of disability and family are described in medical proceeding documents. The value of this work lies in both the findings of how physicians describe the intersection of disability and family as well as the viability of medical proceeding documents for analyzing cultural-social phenomena. Additional value is added with the notion that physicians view disability in a familial context as being caught between problems and support.

The informal sector has become the most dominant sector in the Global South and can be seen in all sectors of the economy. The waste management sector is one of the major areas with many informal actors. This chapter examined how the collaboration of city authorities with informal waste actors (IWAs) can help improve the management of waste and address climate change issues. The study employed a qualitative case study where IWAs and leadership of the waste management department of the Accra Metropolitan Assembly (AMA) engaged in a workshop to gather information data. The findings showed that informal waste actors’ valuable contributions have changed city authorities’ perception of them from being a nuisance to key stakeholders in waste management. This recognition and collaboration go beyond seeing IWAs as partners in waste management but also as climate change mitigation agents.

This study explores how businesses can effectively market functional and emotional benefits through virtual corporate social responsibility co-creation (VCSRC) initiatives. The aim is to enhance customer engagement through these initiatives.

The initial phase of this study involved recruiting 185 Chinese university students as participants. These individuals were randomly distributed into four distinct experimental groups, each designed to investigate the influence of varied marketing appeals and common in-group identity (CIGI) on consumer engagement willingness. This phase also sought to elucidate the mediating role of CSR associations in these dynamics. Following this, the second study engaged 570 individuals, recruited through “Credamo,” for a group-based experiment. This subsequent phase was intended to validate the findings of the preliminary study and explore the varying intensities of interaction between different marketing appeals and CIGI, with a particular focus on the dichotomy of independent and interdependent self-construals.

The study delineates a detailed relationship between consumers' willingness to participate in VCSRC, marketing appeals, and common in-group identity, revealing that strong common in-group identity correlates with a preference for functional appeals, while a weaker in-group identity inclines towards emotional appeals. Notably, interdependent self-construal significantly influences consumer responses, intensifying the interaction between in-group identity and marketing appeal and thereby influencing participation willingness. Moreover, CSR associations emerge as key mediators in this interaction, underscoring their role in enhancing the effectiveness of VCSRC strategies. These insights provide a new understanding of the crucial impact of consumer identity traits on marketing strategy efficacy.

This research stands as a trailblazing endeavor in evaluating the effects of varied advertising appeals under the VCSR paradigm. It probes into the foundational mechanisms, leveraging insights from interaction alignment theory and persuasion theory to elucidate the processes involved.

This study aims to review the status quo, current state of research, research hot themes and research gaps in sustainable facilities management (SFM) in the built environment (BE) through an extant literature review.

To map and analyze knowledge paths in the context of SFM research, a sequential explanatory mixed-method review involving bibliometric and content analysis was used to help identify current research trends, research hot themes and knowledge gaps. The Scopus search engine was used to find 169 relevant articles. For a better understanding of the literature accumulated, a bibliometric analysis was carried out by using VOSviewer to reveal current research themes, the status quo and current state of research as well as research gaps.

Through the literature review and content analysis, the current research themes on SFM revealed from the study include green building technologies, assessment methods of SFM, smart buildings and building information modeling. The research hot themes in SFM include smart buildings and green building technologies, green buildings (GB), architectural and building designs in the university sector, assessment methods in buildings and decision-making and the adoption of asset and facility management in the university sector. Indoor air pollution, intelligent buildings, climate change, maintenance, environmental management, facilities, historic preservation, environmental performance, energy management, etc. are the research gaps identified from the study, and these serve as potential areas for future research studies under SFM. It was recognized that facilities managers are increasingly involved with sustainability policies within their organizations and are developing sustainability agendas to keep up with the changing nature of the facilities management (FM) profession.

The findings of this study hold relevance to the FM practice, as the integration of SFM by facilities managers can lead to waste reduction, decreased operating expenses and reduced energy consumption. In addition, occupants of sustainable buildings experience improved conditions that contribute to better health and productivity, thus boosting their overall well-being. Consistent with the themes of smart buildings and green technologies, revealed to be the hot themes in the SFM research scope, properties with sustainable features can command higher rental rates and property values, appealing to a broader range of stakeholders. SFM practices in universities can aid in saving money from reduced facility operational costs and improve the image of institutions while creating better indoor environments for students and staff. The analyses of countries involved in research can open doors for the establishment of research groups and the development of collaboration between universities in different countries researching similar topics of interest.

The geographical scope of this study is not limited and, therefore, encourages broad applicability of the findings to the global sustainable BE.

This chapter presents the first sociological study of outrigger canoe racing, or va'a, in Fiji, a sport deeply embedded in Pacific seafaring heritage. It begins with a brief history of va'a in Fiji, which emerged in the 1980s as part of a postcolonial ‘revival’ of indigenous cultural practices. The chapter subsequently examines the paddling community's notable inclusivity (in terms of gender, ethnicity, age and body shape), persisting exclusivity (in terms of class and geographical location) and dynamic engagement with the sport's cultural anchoring. A key contention of this chapter is that va'a, in its ongoing social construction, has become simultaneously a competitive sport with modern equipment and structures, a hip and cool recreational activity and a cohesive community with shared commitment to the relational value of the ocean, notwithstanding long-standing power differentials. The sport is hence positioned as integral to living, evolving culture rather than timeless indigeneity.

This study aims to develop an empathetic and user-centric customer support service design model. Though service design has been a critical research focus for several decades, few studies focus on customer support services. As customer support gains importance as a source of competitive advantage in the present era, this paper aims to contribute to industry and academia by exploring the service design model.

The study adopted a theories-in-use approach to elucidate mental models based on the industry’s best practices. In-depth interviews with 62 professionals led to critical insights into customer service design development, supported by service-dominant logic and theory of mind principles.

The ensuing insights led to a model that connects the antecedents and outcomes of empathetic and user-centric customer service design. The precursors include people, processes and technology, while the results are user experience, service trust and service advocacy. The model also emphasises the significance of the user’s journey and the user service review in the overall service design.

The model developed through this study addresses the critical gap concerning the lack of service design research in customer support services. The key insights from this study contribute to the ongoing research endeavours towards transitioning customer support services from an operational unit to a strategic value-creating function. Future scholars may investigate the applicability of the empathetic user service design across cultures and industries. The new model must be customised using real-time data and analytics across user journey stages.

The empathetic and user-centric design can elevate the customer service function as a significant contributor to the overall customer experience, loyalty and positive word of mouth. Practitioners can adopt the new model to provide superior customer service experiences. This original research was developed through crucial insights from interviews with senior industry professionals.

This research is the original work developed through the key insights from the interview with senior industry professionals.

The purpose of this paper is to present an alternative perspective to the article on consumer vulnerability recently published in this journal by Russell-Bennett et al. (2024).

The approach is collegial but firm in its analysis of their discussion about how vulnerable consumers feel and react, as offered without appropriate review and details from previous research.

The perspective given by the authors is found to lack sufficient substance and foundation in the consumer vulnerability literature across several leading journals in the field. Alternative interpretations are presented and articulated.

All ideas expressed as a counter to their arguments come from decades of experiences working with vulnerable peoples across multiple contexts and communities.

The purpose of this paper is to provide an overview of what (service) experience is and examine it using three distinct perspectives: customer experience (CX), employee experience (EX) and human experience (HX).

The present conceptualization blends the marketing and organizational behavior/human resources management (OB/HRM) disciplines to clarify and reflect over the meaning of (service) experience. The marketing discipline illuminates the concept of CX, whereas the OB/HRM discipline illuminates the concept of EX. The concept of HX, which transcends CX and EX, is examined in light of its recent development in service research. For each of the three concepts, key themes are identified, and future research directions are proposed.

Because the goal that individuals seek to achieve depends on the role they are enacting, each of the three perspectives on experience (CX, EX and HX) should have a different focal point. CX requires to focus on the process of solving customer goals. EX necessitates to think in terms of organizational context and job content that support employees. Finally, the focus of HX should be on well-being via enhanced gratification, and reduced violation, of basic human needs.

This paper offers an interdisciplinary perspective on (service) experience and simultaneously addresses CX, EX and HX in order to reconcile the different perspectives on experience in service research.

The purpose of this study is to investigate the value of Ghanaian weaving art tradition to humanity from socio-cultural and economic points of view. This study sought to answer questions such as “What is the interest of researchers regarding Ghanaian textile weaving art tradition?”, “To what extent has weaving art tradition projected the Ghanaian culture?” and “What is the socio-economic value of Ghanaian weaving art tradition?”

The systematic literature review approach was used to analyse data obtained from the Scopus online database. The PRISMA framework was adopted to select 22 relevant studies for analysis and conclusions. Also, the VOSviewer software was used to analyse and understand the co-occurrence of keywords.

It was revealed that Ghanaian weaving art tradition stands as a major craft that projects Ghana globally. Researchers around the world keep adding knowledge on Ghanaian traditional weaving and its value to humanity, resulting in a significant rise recently in the publication trend. Also, the rich cloth from the art is celebrated annually to invite people around the globe to learn the Ghanaian culture for social development. This study again found that traditional weaving serves as a major source of income for weavers and marketers of indigenous Ghanaian woven fabrics.

The findings of this study serve as a wake-up call to the Government of Ghana, institutional actors and national leaders to practically engage in the projection of the local art by playing individual roles such as financially supporting the craftsmen, initiating and implementing appropriate policies and displaying the local cloth on international occasions. This will make the local art more attractive for effective marketing and cultural preservation.

With reliable information extracted from the Scopus online database, this study presents original results and makes appropriate suggestions worth adopting for the improvement of the Ghanaian weaving art tradition.

The purpose of this paper is to explore the learning effects of entrepreneurial failure (EF) among micro-women entrepreneurship in Accra.

Using a qualitative research method, purposive sampling was used to identify 64 micro-women entrepreneurs, and data was collected using interviews.

Linked to the experiential learning theory, the study found that consequences of EF provide an entrepreneurial learning platform that influences micro-women entrepreneurs to acquire new skills and knowledge for their entrepreneurial development, incurred costs that negatively affect operations, acquired no knowledge or take a decision to opt-out of entrepreneurship as a carrier.

The study was based on a relatively small sample size of 64 participants which made it difficult to generalize the findings despite the benefits of the research methods adopted in the study.

The study contributed to the EF literature with micro-women entrepreneurs in an African context. It highlights the possible additional learning consequences of EF which are being scared of entrepreneurial venturing as a result of their failure. This negatively impacts the desire to engage in entrepreneurship as a future career. The identification of irrelevant learning consequences of EF, suggests that the existing experiential learning theory may need to be revised to further enhance its applicability in micro-women entrepreneurship in different cultural contexts, as not all experiences result in learning.