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The aim of this paper is to bring attention to the current level of engagement of care service provider organisations with shadow health and wellbeing boards. The paper argues that full engagement of provider organisations will improve the effective working of the future health and wellbeing boards; both in the creation of good commissioning strategies and in their subsequent implementation.

A survey of Voluntary Organisations Disability Group (VODG) members was undertaken, and analysed alongside other reports of progress in implementation.

Currently there is a very low level of engagement of provider organisations. A notable exception is in Coventry which is an exemplar for good engagement: a case study is provided.

This is new knowledge. Also, a connection is made between emerging government policy on market facilitation in social care and its implications for health and wellbeing boards.

This paper aims to understand the process of guest-robot value co-creation in the restaurant context. It empirically examines the guest perception of value facilitation by service robots and its impact on guest value co-creation and advocacy intentions. It also investigates the moderating role of interaction comfort in the relationship between service robot value facilitation and guest value co-creation.

A mixed-methods approach was adopted. Ten customers who had dined at a service robot restaurant in China were interviewed in the qualitative study, followed by a quantitative study with 252 restaurant patrons to test the relationships between service robot value facilitation, guest value co-creation, interaction comfort and advocacy intentions.

Guest perceptions of six robot attributes, including role significance, competence, social presence, warmth, autonomy and adaptability, determine service robot value facilitation. Interaction comfort moderates the influence of service robot value facilitation on guest value co-creation. Additionally, guest value co-creation mediates the effect of service robot value facilitation on advocacy intentions.

This study offers an understanding of six robot attributes that can improve service robot value facilitation. Nevertheless, the authors collected data from guests who had experience at service robot restaurants. The authors encourage future research to use random sampling methods to ensure study representativeness.

This study offers strategic guidance for managers to deploy service robots in frontline roles in restaurants and provides important implications for service robot design to improve their facilitating role in the guest value co-creation process.

This study responds to a recent call for research on the role of service robots in the guest value co-creation experience. Unlike prior studies that focused on the adoption or acceptance of service robots, it examines the role of service robots in the value co-creation process (post-adoption stage). Furthermore, it is one of the early studies to identify and empirically examine the service robot attributes that enable value facilitation and foster value co-creation in guest-robot service encounters.

Drawing on social exchange theory, the purpose of this paper is to develop and test an integrative model of internal and external factors determining employee perceptions of their organizational service climate.

Data are collected from a sample of 549 service employees in local and foreign-owned service firms in the emerging market of Vietnam. Structural equation modeling is used to test the hypothesized relationships.

Leadership commitment to service quality, internal processes and service standards, work facilitation resources and service-oriented human resource practices are positively associated with service climate. Internal customer service mediates the effects of these variables on service climate, with the exception of work facilitation resources. Furthermore, competitive intensity negatively moderates the impact of the internal drivers on service climate. The results also suggest that, depending on the ownership types (local vs foreign firms), the influences of the internal drivers of service climate might differ.

Despite the recognition of the role of organizational resources in fostering service climate, the integration and processes by which such resources influence service climate have not been fully examined. In particular, little is known about the external factors facilitating or hindering service climate, especially from an emerging market perspective. By examining both internal and external drivers of service climate under different ownership types, this paper enriches the existing knowledge on service climate and provides important implications for service firms operating in emerging markets.

Purpose – Although hand hygiene is seen as the most important method to prevent the transmission of hospital associated infection in the UK, hand hygiene compliance rates appear to remain poor. This research aims to assess the degree to which social marketing methodology can be adopted by a particular organisation to promote hand hygiene compliance. Design/methodology/approach – The research design is based on a conceptual framework developed from analysis of social marketing literature. Data collection involved taped interviews given by nursing staff working within a specific Hospital Directorate in Manchester, England. Supplementary data were obtained from archival records of the hand hygiene compliance rates. Findings – Findings highlighted gaps in the Directorate's approach to the promotion of hand hygiene compared to what could be using social marketing methodology. Respondents highlighted how the Directorate failed to fully optimise resources required to endorse hand hygiene practice and this resulted in poorer compliance. Practical implications – From the experiences and events documented, the study suggests how the emergent phenomena could be utilised by the Directorate to apply a social marketing approach which could positively influence hand hygiene compliance. Originality/value – The paper seeks to explore the use of social marketing in nursing to promote hand hygiene compliance and offer a conceptual framework that provides a way of measuring the strength of the impact that social marketing methodology could have.

The purpose of this paper is to discuss the rationale and functioning of the partnership-based brokerage model as a vehicle of service integration with special reference to its support for information intermediation, learning and service market creation.

The theoretical framework is built on the tension between New Public Management (NPM) and post-NPM thinking, which frames the analysis of the brokerage model for elderly care services in the city of Tampere, Finland. The empirical data are derived from interviews, evaluation reports and existing case descriptions.

In the Kotitori model, the broker enhances the capacity building of the city government and the cost-effectiveness of its service provision, provides added value through improved information processes and handles matters relating to subcontracting and the facilitation of the service provider network. The model as a whole reflects the hybridisation of public administration. Even if Kotitori contains many NPM-inspired elements, they are complemented by features derived from New Public Governance and the neo-Weberian local state. The most neglected aspect of post-NPM thinking in the design of Kotitori is citizen centredness.

This paper broadens the perspective on the role of brokers in public service provision and highlights the multi-dimensionality of the brokerage function. It also shows how such partnership-based brokerage model reflects various aspects of both NPM and post-NPM paradigm.

This paper aims to examine the design and implementation of age-related human resource (HR) practices across organizations located in the institutional contexts of the under-researched emerging market economy of Thailand.

A cross-case analysis of five organizations is conducted across industries. The empirical evidence in this paper draws on semistructured interviews and focus groups with older workers of each organization, semistructured interviews with top managers and/or HR managers of each organization, field visits to each organization located in Bangkok and other provinces in Thailand and a review of archival documents and Web-based resources.

This paper proposes that firms design and implement various age-related HR practices, including the extension of the retirement age, financial planning facilitation, the bundling of maintenance and the bundling of utilization, to ensure that older workers in their firms maintain their current level of functioning to cope with the problem of skill shortage in the Thai labor market, have sufficient savings after retirement to respond to the “productivist informal security” welfare state regime and return to previous levels of functioning after facing losses in their careers.

Due to the fact that this research is based on case studies of age-related HR practices in five firms across industries in Thailand, the findings may not be generalizable to all other firms across countries. Rather, the aim of this paper is to enrich the discussion regarding the design and implementation of age-related HR practices in organizations. Another limitation of this research is that it does not include firms located in several industries, such as the financial services industry and the education industry. Future research may explore age-related HR practices in organizations located in these industries. Moreover, quantitative studies using large samples of firms across industries might also be useful for fostering an in-depth understanding of the design and implementation of age-related HR practices in organizations.

This paper provides practical implications for top managers and/or HR managers of firms in Thailand and other emerging market economies. That said, these top managers and/or HR managers can implement age-related HR practices to respond to the problem of skill shortage in the labor market, ensure that older workers have sufficient savings after retirement and help older workers return to previous levels of functioning after facing deterioration in health conditions and/or losses in their careers.

This paper provides policy implications for the government and/or relevant public agencies of Thailand and other emerging market economies that still face a severe skill shortage problem. Older workers who possess tacit knowledge and valuable experience and are still healthy can be considered excellent alternates for firms to help alleviate the skill shortage problem in the labor market. However, firms should implement age-related HR practices to retain this group of employees overtime.

This paper contributes to the literature on comparative institutionalism and human resource management, specifically regarding age-related HR practices, in the following ways. First, this paper examines how firms design and implement age-related HR practices to respond to the country’s macro-level institutions. Additionally, in this paper, the author triangulates the findings from older workers with those from employers to ensure that actual HR practices perceived by older workers are in line with HR practices perceived by top managers and/or HR managers. Moreover, the literature on age-related HR practices has likely overlooked emerging market economies, including the under-researched country of Thailand, because most studies in this area have focused on developed economies. Therefore, the findings in this paper provide an in-depth analysis of the design and implementation of age-related HR practices across firms located in the emerging market economy of Thailand to respond to the national institutional context.

The purpose of this paper is to create optimally located Facilitation Centers on this tourist circuit, evaluated through network analysis, thus creating an effective linkage between tourism and economic activities of the craftsmen who are the custodians of the cultural heritage of Puri.

The craft villages lying in and around this tourist circuit are surveyed to establish socio-economic condition of artisans, significance of the craft and spatial distribution of craft villages and the willingness of artisans to travel closer to the transport spine. Network analysis is used to assess the suitability of Facilitation Center location using travel time and distance as parameters. Finally, the sustainability of the Facilitation Centers is evaluated using a cost-benefit analysis (CBA).

The Facilitation Centers can be spatially developed at the strategic locations to expand tourist market. This will help in leveraging the economic benefits of tourism to a marginalized rural artisan community by creating a sustainable model.

The focus on festival can help to protect local cultural traditions, develop tourism and promote the economic, social and cultural developments of the destination. Dispersal strategies adopted aim to increase visitors' satisfaction with the product and thus entice them to stay longer in the destination.

Pierre Nelis joined a small group of artists working for a creative entrepreneur who had invented software to produce movies. He brought a great deal of marketing expertise to a team of technology creators, and it was this that ultimately allowed the firm to sell its software to movie industry leaders throughout the world. The firm – Softimage – was bought by Microsoft, which hired Pierre Nelis to oversee the integration process, and later to develop new communications products. Nelis has an outstanding ability to identify the elements needed by a firm to become more effective, and this led him to set up a one-of-a-kind external facilitation programme that went on to become a model for many business growth support organizations throughout the world, but especially in North America and Europe.

The purpose of this paper is to explore the concept of value co-creation in complex value networks with many actors. Electronic health records (EHRs) are innovations that warrant deep study to properly introduce such a complex system.

The paper describes a qualitative study based on Grounded Theory to understand value co-creation from multiple actors’ perspectives in a National EHR Service Project: the Portuguese Health Data Platform.

Study results enabled further development of the value co-creation concept in complex environments with multiple actors. More specifically they allowed: operationalizing the value co-creation concept by identifying its factors and outcomes, understanding how value co-creation factors and outcomes are interconnected, and understanding of how value co-creation for each actor depends on his/her own actions and the actions of other actors, in a complex set of interactions and interdependencies.

The findings have implications for service managers seeking to understand how actors participating in the network integrate resources and interact to co-create value. The study highlights the need for designing and managing services to co-create value, not only by enabling dyadic interactions between the customer and the service provider, but also by supporting and enabling value co-creation interactions among different actors in the network.

This study responds to the need for empirical research on value co-creation in many-to-many contexts and for operationalizing the value co-creation concept.

The increasing financial burden and complexity of health-care services, exacerbated by factors such as an ageing population and the rise of chronic conditions, necessitate comprehensive and integrated care approaches. While co-created service design has proven valuable in transforming some service industries, its application to the health-care industry is not well understood. This study aims to examine how health consumers are involved in health-care service co-creation.

The study searched 11 electronic databases for peer-reviewed articles published between 2010 and 2019. Additionally, hand searches of reference lists from included studies, Google^© citation searches and searches for grey literature were conducted. The Whittemore and Knafl integrative framework guided the systematic review, and Callahan’s 6 Ws framework was used to extract data from the included articles, facilitating comparisons.

The authors identified 21 articles, mainly from the UK, North America and Australia. Despite the need for more research, findings reveal limited and geographically narrow empirical studies with restricted theory and method applications. From these findings, the authors constructed a conceptual model to enhance nuanced understanding.

This study offers four contributions. First, it introduces the Health Service Design Transformation Model for Comprehensive Consumer Co-Creation, illustrating health consumers’ multifaceted roles in shaping services. Second, consumer vulnerabilities in co-creating services are identified, linked to diverse consumer groups, power dynamics and decision complexity. Third, this study suggests broadening participant inclusion may enhance consumer-centricity, inclusivity and innovation in service design. Finally, the research agenda explores consumer experiences, organizational dynamics, value outcomes and co-creation theory for health-care service advancement.