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An essential element of successful e‐commerce is building relationships with consumers. All relationships are based upon trust and in the online B2C environment the absence of physical cues increases the reliance upon other elements to convey integrity and engender trust. Isolates and examines three components identified in earlier studies as areas of consumer concern. Within these parameters a number of consumer characteristics potentially might affect trust levels; this initial exploratory study examines whether consumer trust appears to vary by gender, and it is the authors’ intention to investigate other characteristics in future studies. Seeks to evaluate whether consumer trust is increasing or declining and whether one or other gender might potentially be more responsive to e‐marketing activities. Earlier studies suggest discernable differences between male and female perceptions of online shopping; however, the present study detects only minor (insignificant) gender‐based variations, registering a high level of concern overall, regardless of gender.

The purpose of this paper is to explain how value is co-created in a many-to-many (MTM) context. The authors use a case study of a non-governmental service delivery consortium engaging multiple actors to examine how value is co-created beyond the buyer-supplier dyad.

An explanatory case study of a consortium of seven UK non-governmental organisations (NGOs) delivering public service contracts is presented. Multiple data collection methods are combined; semi-structured interviews (n=30) and focus groups with internal stakeholders (n=5), participant observations (n=4) and document analysis.

The authors use three illustrative empirical examples to show how different sources, types, enablers and mechanisms of VCC are evident during service provision activities. The findings show how different service provision activities utilise different dimensions, leading the authors to suggest that dimensions of VCC may be context dependent.

As consortia differ in their context and function, the findings may not be generalisable. Nevertheless, they provide specific examples of sources, types, enablers and mechanisms of value co-creation (VCC) that may be applicable to private, public and NGOs.

Understanding how value is co-created with multiple stakeholders can offer competitive advantages likely to lead to improved sustainability, impact and performance.

The empirical study offers a reconceptualisation of VCC in a MTM context. The paper combines disparate perspectives of VCC to offer a more holistic perspective.

The Beacon Project is an example of a successful multi‐agency intervention in a community fraught with social and economic problems. This article first summarises what happened, and then, from the perspectives of organisational and complexity theory, analyses retrospectively the key lessons learnt. The project, which has received national and international recognition, focused upon a partnership between health visitors, residents and statutory agencies. Health visitors helped to forge relationships based on trust and respect, creating the receptive context for transformational change. It is possible that the fluid, ‘collateral’ organisation that was thus developed was capable of both understanding and tackling the complex inter‐organisational and social issues presented by the Estate.The main conclusions are that cohesion and improvement can be developed through facilitated dialogue rather than control and explicit leadership, and that shared vision among agencies, and the trust achieved through equal dialogue, can bring significant change and empowerment to communities.

Public health experts and advocates have long raised concerns about the pandemic preparedness of prison systems worldwide – an issue that became increasingly salient at the start of the COVID-19 pandemic. People in prison experience poorer health outcomes compared to the general population, making timely access to adequate health services in prison critical for their health and wellbeing. This study aims to identify the extent of the literature on initial changes in mental health and substance use services for people in prison during the COVID-19 pandemic, summarize and synthesize the findings and identify areas in need of further study.

The authors conducted a review of the academic literature published internationally in English between 2019 and December 1, 2020 to describe the disruptions and adaptations to mental health and substance use services in prisons during the onset of the COVID-19 pandemic.

The authors found that mental health and substance use services in prisons around the world were widely disrupted due to the COVID-19 pandemic – predominantly consisting of the complete suspension of services, discontinuation of transfers to off-site treatment sites and limitations on service capacity. Adaptations ranged from virtual service delivery and changes to treatment dispensation processes to information sessions on overdose prevention.

To the best of the authors’ knowledge, this is the first review to examine the nature and extent of the literature on delivery of mental health and substance use services in prisons during the COVID-19 pandemic.

Many health-care professionals leave clinical practice temporarily or permanently. Interventions designed to facilitate the return of health-care professionals fail to consider returners’ psychosocial needs despite their importance for patient care. This study aims to evaluate the efficacy of a psychoeducational intervention in improving personal skills and well-being among UK-based health-care professionals returning to clinical practice.

In total, 20 health-care professionals took part in the one-day intervention and completed measures of demographics, self-efficacy, positive attitudes towards work and perceived job resources before and after the intervention. A baseline comparison group of 18 health-care professionals was also recruited.

Significant associations were detected between return-to-work stage and study group. Following the intervention, participants reported improvements in self-efficacy and, generally, perceived more job resources, whereas positive attitudes towards work decreased. While none of these changes were significant, the intervention was deemed acceptable by participants. This study provides modest but promising evidence for the role of psychoeducation as a tool in supporting the psychosocial needs of returning health-care professionals.

Additional research is needed to clarify the reliability of intervention effects, its effectiveness compared to alternative interventions, and the impact across different subgroups of returning health-care professionals.

Return-to-practice interventions should address the psychosocial needs of health-care professionals in terms of their personal skills and well-being. Psychoeducation can increase self-efficacy and perceptions of job resources among returning health-care professionals.

This study sheds light on a relatively understudied, but fundamental area – the psychosocial challenges of health-care professionals returning to clinical practice – and further justifies the need for tailored interventions.

There is an increasing need for a better understanding of healthcare service marketing in social media. This paper aims to examine Under the framework of positioning theory, popular Instagram posts related to #plasticsurgery and their accounts were analyzed and the relationships between the posts’ attributes and the number of user comments and likes were examined.

A total of 272 posts associated with #plasticsurgery and their account profiles were analyzed.

Plastic surgery procedures were positioned on Instagram primarily by doctors and celebrity patients who were motivated by self-promotion. Doctors often omitted their medical credential information from their account profile and posts while featuring their vanity photos, emojis and consultation solicitations. They showed patients as the objects of surgery. On the other hand, patients positioned themselves as individuals with the agency by showing their faces rather than focusing on their body parts. Instagram users responded better to the doctors who positioned themselves more as business owners than medical professionals by soliciting consultations, offering discounts, displaying surgery photos and using emojis. In responding to patient posts, Instagram users liked under-dressed images more than fully clothed images and commented more on before-and-after photos than others.

In Instagram, doctors positioned themselves as self-interested providers of plastic surgery services, whereas patients positioned themselves as active consumers. Medical professionals’ social media activities should be more closely monitored to protect patient safety and the trust between patients and doctors.

This study shed light on how doctors and patients position themselves on social media and how they are received by social media users in the context of #plasticsurgery on Instagram.

The purpose of this paper is to explore the reasons behind the apparent reluctance of UK residential developers to embrace microgeneration technology and adopt it large‐scale across their developments despite consumer demand for post‐construction microgeneration technologies. This paper explores residential developers’ attitudes towards these technologies, their perceptions of drivers and barriers to sustainability, supply and demand issues and perceptions of the potential contribution that microgeneration technologies could make towards sustainable construction across the UK.

This paper reports on the findings from 12 telephone interviews with UK residential developers which were carried out in May 2007.

The main driver towards sustainability was legislation. The most favoured microgeneration technology amongst developers was solar thermal, as it was perceived to be the most established microgeneration technology. Barriers towards adopting this technology were the initial cost to developers, the initial costs to occupiers, long payback periods, and the current market immaturity, reliability and liability of microgeneration products.

This represents a snapshot of developers views in 2007 and due to technological improvements, policy and changes to the economy opinions may have changed.

The results suggest that unless there are significant improvements in efficiency, reliability, reductions in purchase costs and, guarantees that they will be free from liability when things go wrong, developers will struggle to achieve the requirements of the code for sustainable homes Level Six “zero carbon” rating in 2016.

The study addresses microgeneration from the house‐builders’ perspective.

Despite the economic downturn, the Northern Ireland agri-food sector has remained resilient experiencing export growth, particularly in emerging economies. The sector recognises that to maintain its competitive advantage in both existing and new markets it will require a business strategy focused on product, service and process innovation. The purpose of this paper is to explore how firms within the sector consider how this will impact upon future skills and training needs and identifies where the industry considers the appropriate policy interventions are required.

A survey was undertaken to explore how innovation and technology adoption within the agri-food and drinks sector is impacting on educational and skills requirements. In total, 30 companies were interviewed, providing representation from all the food and drinks sub-sectors and covering at least 50 per cent of employee numbers in each sub-sector. The survey focuses on current and future skills requirements for specific cohorts of employees in the sector; specifically those who have undertaken further full-time training beyond minimum school leaving age. In addition, it aimed to seek employer feedback on those entering the labour market for the first time.

The results support the need for strong intermediate levels of educational attainment. In addition, the acquisition of work-related generic skills is essential for creating a more “flexible” and multi-skilled workforce. Up-skilling programmes, particularly for lower to mid-level management roles, will become increasingly important in the future. Experience gained through work placement and vacation and weekend work is viewed very positively. Companies expressed a greater need for engagement between the further and higher education sectors and industry in relation to the content, design and delivery of educational programmes to adequately meet the needs of the sector.

At a time when government is looking to growth in the private sector to stimulate economic growth in the wider economy, this paper highlights the skills and training challenges which have emerged within the Northern Ireland agri-food sector, in response to business strategies which are more focused on product, service and process innovation.

The purpose of this paper is to investigate the relationship between occupiers’ satisfaction with the property management service they receive and the financial performance of commercial real estate.

The study uses occupier satisfaction data for 240 UK commercial properties collected over a 12-year period and the annual total returns achieved by those properties. Various statistical techniques are employed to assess whether increasing occupier satisfaction leads to greater returns for investors. These include comparing excess returns and risk-adjusted returns with occupier satisfaction at each property to assess whether superior property management generates outperformance (“positive alpha”). The study also investigates whether the relationship between occupier satisfaction and returns is the same across all sectors and whether it is affected by market conditions.

A positive correspondence is found between benchmark outperformance and occupier satisfaction. The relationship is similar for all sectors of commercial property and is particularly strong during the Global Financial Crisis, indicating that paying attention to satisfying the needs of occupiers has particular benefits during periods when the supply of commercial real estate exceeds demand.

The sample of properties was restricted to those for which occupier satisfaction data had been collected by RealService Ltd and whose owners permitted access to the financial performance results. This meant that the properties belong to only three landlords, all UK REITs that care sufficiently about occupier satisfaction to commission studies. Thus the findings might not apply to all commercial properties. The mechanism by which the positive relationship between satisfaction and financial performance occurs is not tested, but the conventional mechanisms of reputation and customer loyalty (the “service-profit chain”) are discussed.

The findings suggest that it is worthwhile for landlords, or property managers acting on their behalf, to understand the needs of their occupiers in order to deliver the level of service that those occupiers desire. Leases in the UK are generally “triple net” and the total returns used for this analysis are net of property management costs, so the positive relationship between satisfaction and performance is not the result of economising on service delivery. A further implication is that valuers should take more account of occupier satisfaction when assessing the capital value of a property, from which total returns are assessed.

Demonstrating the links between customer service, customer satisfaction and business profitability is rarely attempted because of the many confounding factors that affect profitability. UK listed real estate companies are typically reluctant to reveal the financial performance of individual properties, and information about occupiers’ satisfaction is not generally available. The authors were fortunate to be granted access to a time series of such data, and to be able to demonstrate that attention to delivering a property management service that satisfies occupiers is likely to bring financial rewards to the owners of the property.