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The author identifies the two key issues in mental health workforce development in the United States at the moment as recovery and evidence‐based practice, viewed in the context of a workforce with a high quotient of unqualified personnel. Two common responses to this problem, training and the hiring of more experienced staff are assessed as either ineffective (the former) or not realistic (the latter). The author recommends and produces supportive evidence for the benefits of a more extensive use of workplace mentoring and group supervision approaches.

As a tribute to Eric Broekaert, the purpose of this paper is to look back at a 2004 paper he wrote on the integration of paradigms of care and reports on how this is reflected in an ongoing multidisciplinary study at Ghent University.

In 2014, the authors began a research project to develop multidisciplinary strengths-based strategies for a vulnerable group of people, in this case people with a mental illness who offend. The authors chose a strength-based research design for the study, in order to focus on individuals’ capabilities, qualities and assets, rather than on deficits, incapacities or problems.

Three elements from Eric Broekaert’s work have inspired the research project. First, it is not possible to carry out research and interact with vulnerable persons devoid of the political, social and cultural context. Second, the authors should not restrict to one discipline or one paradigm when building (academic) knowledge and in practice. Third, the central aim of any practice should be to empower vulnerable people, improve their quality of life and challenge aspects of society that alienate and exclude them.

Eric Broekaert’s belief in the power of encounter and integration, reflected in his 2004 paper, continues to influence this work. As an open-minded enabler and critical integrator, he has left very visible traces in the research environment at Ghent University and beyond. Inspired by his thoughts and personality, new generations of researchers across many disciplines follow in his footsteps, jointly searching for what unites us as human beings rather than what divides us.

The pat ten years have seen sweeping changes in the way that housing‐related support services are being delivered across Britain. We are only now beginning to take stock of a wide range of exciting and innovative projects, and the potential role of these models in promoting social inclusion and in the modernisation of community mental health services.A series of articles in the next three issues of A Life in the Day will be exploring a number of emerging themes, illustrated through the examples of innovative services that demonstrate what can be achieved when working from a housing support base. The series begins with an article by Tom Wilson and Anne McCrudden on the work of Julian Housing Trust, a mental health charity that provides a wide range of housing support services across Norwich and Norfolk.Julian Housing has blended recovery principles with a strengths model to develop a clear and coherent philosophy that underpins all their work. Their success demonstrates the close affinity between the person‐centred principles of the Supporting People programme and contemporary thinking about social inclusion in community mental health practice.Robin Johnson National Social Inclusion Programme

Rising expectations for exceptional customer experiences demand strategic amalgamation of cross-functional, customer-focused teams (marketing/sales/service departments). However, the long history of interface conflicts between functional teams continues to attract research attention. Past research has given more attention to conflicts between marketing and sales teams than to triadic interface conflict between custom-focused teams and their sub-conflicts in a business-to-business (B2B) sales process. The purpose of this research paper is to quantify the triadic interface conflicts and associated sub-conflicts between customer-focused teams, discuss conflict resolution strategies and perform a sensitivity analysis (SA) to give a fuller account of functional team conflict.

Multi-criteria decision-making (MCDM) based in the analytic hierarchy process (AHP) is proposed for identifying and resolving conflicts in customer-focused team interfaces. A group of 30 managers of a large electronics company participated in this research. The authors collected the data from customer-focused team managers during training sessions on interface conflicts and conflict management/resolution strategies. The authors perform SA to test the robustness of conflict resolution strategy rankings.

The findings reveal that managers adjudge task as the most crucial conflict attribute driving teams apart, followed by lack of communication. For the sub-conflicts, managers considered how to do the task as the most important conflict attribute, followed by lack of regular meetings. For conflict resolution strategies, managers regarded collaboration or integration as the overall best strategy, followed by compromise. Leveraging the AHP-based MCDM to resolve customer-focused team interface conflicts provides managers with the confidence in the consistency and the robustness of these solutions. By testing the SA, it is also discovered that the final outcome stayed robust (stable) regardless when the priorities of the main criteria influencing the decision are increased and decreased by 5% in every combinations.

This study examined only a large B2B company in the electronics industry in African and Middle East settings, focusing on interface conflicts among customer-focused departments. Future research could address these limitations.

This paper advances our understanding of customer-focused team interface conflicts in a B2B sales process. It also provides valuable insights on effective management of major and sub-interface conflicts. This paper provides a framework for and practical insights into how interface conflicts that are prevalent in marketing, sales and service sectors can be resolved to improve customer experience and business performance.

This study contributes to the literature by developing an AHP-based MCDM, which not only extends our conceptual understanding of the interface conflicts between customer-focused teams by emphasizing their triadic nature but also provides valuable strategies and insights into the practical resolution of such conflicts in a B2B firm’s sales process. Methodologically, SA is valuable to ensuring the robustness of the conflict resolution strategies’ rankings that will influence relevant pragmatic decision-making.

To discuss the historical roots of contemporary geopolitical economy, this paper aims to explore the complex and influential analysis of Tilly's formation of European national states as a predominant type of territorial political organization in contemporary world. To do this, Tilly described different eras of dominant organization of warfare in relation to state organization: patrimonialism, brokerage, nationalization, specialization. In this paper, we explore the link between the organization of military power and trade policy. We are trying to answer the question, if it is possible to credibly state a connection between the trade policy types pursued by selected states in specific historical periods and Tilly’s eras of dominant form of organization of warfare. For this purpose, we developed a typology of trade policies of important states throughout the history, using the economic history research of leading experts in the field. Our conclusion is that such a connection – between trade policy and Tilly’s eras of organization of warfare – can be made and that this connection is solidly supported by economic history. Our analysis may be of value for any critical assessment of international trade relations in contemporary geopolitical economy – and of influential cosmopolitan interpretations of the liberal trade regime of 19th century or globalization in 20th century.

This paper examines a user categorisation of documents related to a particular literary work. Fifty study participants completed an unconstrained sorting task of documents related to Charles Dickens’ A Christmas carol. After they had finished the sorting task, participants wrote descriptions of the attributes they used to create each group. Content analysis of these descriptions revealed categories of attributes used for grouping. Participants used physical format, audience, content description, pictorial elements, usage, and language most frequently for grouping. Many of the attributes participants used for grouping already exist in bibliographic records and may be used to cluster records related to works automatically in online catalogue displays. The attributes used by people in classifying or grouping documents related to a work may be used to guide the design of summary online catalogue work displays.

This chapter of exploratory nature aims to provide an account of the reviewed literature and presents some empirical cases to come to conceptualize dogs as social actors with different legitimate roles in the working, social, private, economic, and family life of human beings.

This chapter is the product of a research inspired by the great interest of the authors on rising awareness of the importance of dogs in human working lives. For this, a purposive literature review took place; we consulted scientific studies databases, and also gathered information from market research agencies, and other general media resources. To have a more comprehensive view, and to respond to a specific question on dogs at the workplace, a selection of cases is used to illustrate. For the case studies, secondary data research was used, and individual, structured interviews were conducted and analyzed.

This chapter reviews the relationship between humans and animals. It identifies attitudes and perception toward animals, highlighting the evolution of the intimate bond and the deep relationship between dogs and humans. It describes some cases of dogs as working beings at the service of human functions and dimensions of the pet care markets. Finally, it presents some cases of pet-friendly work environments.

The novel contribution of this chapter is putting dogs in the management of diversity academic literature. In this study, we find that the role, meaning, and purpose of dogs in people’s lives (and in many cases in organizations) are being underestimated. Including and making visible the presence of dogs in the personal, work, and well-being of people represents challenges to be addressed by managers. Additionally, it represents challenges to think about and investigate the welfare of dogs that interact with human beings in productive environments.

Here we provide a short reflection on the persistent themes from the volume and relate it to wider reproductive studies.

The purpose of this paper is to examine the use of technology in customer relationship management (CRM) support capabilities by using an environmental contingency perspective. By examining the moderating effects of micro- and macro-environmental characteristics in which CRM support capabilities are used, the authors seek to extend the literature on CRM technology effectiveness in both customer commitment and overall firm performance. The authors also seek to advance managerial knowledge about CRM support capability technology utilization strategies in various market offering and dynamic market settings.

The authors utilized a questionnaire to collect data from a sample of 276 small business CRM managers across a wide range of industries. Measures were adapted from the existing literature, and these were largely multiple-item measures of latent variables. The hypotheses were tested using a combination of Ridge regression and a bootstrapping test of mediation. In addition, residual centering was used to reduce multi-collinearity in the interaction analysis.

The contingency/fit analysis performed in this research highlights the complex nature of the use of technology in CRM support capabilities. The benefits of a man vs a machine CRM support capability depend on the support function (whether marketing, sales, service, data access or data analysis), as well as upon the characteristics of the operating environment. Machine-based marketing support is positively related with customer commitment in turbulent markets, and machine-based service support is preferred in technologically turbulent markets. Sales support, on the other hand, is positively related to customer commitment in technologically turbulent markets when performed by man rather than machine.

CRM support capabilities differ across firms and markets, thus a “one size fits all” approach is not appropriate. This research shows under what conditions a machine-based approach to CRM can be effective for small businesses.

This research is the first to consider market offering and turbulence variables as moderators of the relationship between technology use in CRM support capabilities and customer commitment. Taking this contingency approach, the authors find that resource-based competitive advantage is obtainable based on the fit of the resources (e.g. CRM capabilities) to the environmental characteristics of the firm. Through this perspective that is unique to CRM research, the authors are able to provide both general and specific recommendations to managers and researchers.