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Article
Publication date: 6 May 2017

K.R. Jayasimha, Harish Chaudhary and Anurag Chauhan

The purpose of this paper is to examine the behavioral outcomes and effectiveness of organizational response to open complaints by consumers following a dissatisfactory service…

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Abstract

Purpose

The purpose of this paper is to examine the behavioral outcomes and effectiveness of organizational response to open complaints by consumers following a dissatisfactory service experience.

Design/methodology/approach

Three natural communities (WhatsApp groups) were used with reference to online food and grocery retailing. The respondents comprised community members sharing negative experiences on the group. A scenario implanted in a survey was used as the research approach.

Findings

Consumer advocacy, a form of complaining, is a way to help other community members. The relationship between consumer advocacy and community usefulness strengthens the argument of consumers’ collective concern as one of the motivational frames for consumer advocacy. Consumer advocates show stronger reactions, resulting in brand avoidance following voice complaining. An effective organizational response can mitigate brand avoidance.

Practical implications

Finding ways to restrict and alleviate brand avoidance is an area that is of major interest to practitioners. The study finds that prospective explanations could be a very effective antidote to brand avoidance.

Originality/value

The social side of complaining is a relatively under-researched area. This study examines the relationship between consumer advocacy, community usefulness and brand avoidance. To the best of the authors’ knowledge, this is the first study to examine the moderating effect of organizational response on consumer advocacy and its outcomes in the virtual context.

Details

Marketing Intelligence & Planning, vol. 35 no. 4
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 20 May 2022

Yong Deug Kim

Several leading agencies in Korea are interested in citizen advocacy as one way of supporting people with learning disabilities. Therefore, several social welfare organisations…

275

Abstract

Purpose

Several leading agencies in Korea are interested in citizen advocacy as one way of supporting people with learning disabilities. Therefore, several social welfare organisations require citizen advocacy guidance. This study aims to propose a logic model in the Korean context through responses from leading practitioners.

Design/methodology/approach

The logic model was explained to the middle-level practitioners of five community inclusion centres for disabled people who were leading the way in implementing citizen advocacy. After completing a form, the logic model was constructed through analysis.

Findings

Resources, activities, outputs, outcomes and impact that constitute the logic model framework were addressed. These contents are related to those using and supporting citizen advocacy, such as people with learning disabilities, their families, citizen advocates, service agencies and communities.

Originality/value

The logic model of citizen advocacy was constructed by reflecting the Korean context; thus, laying the foundation for implementing citizen advocacy nationwide.

Details

Tizard Learning Disability Review, vol. 27 no. 2
Type: Research Article
ISSN: 1359-5474

Keywords

Article
Publication date: 8 March 2013

Clare Wightman

This is an opinion piece about exploring fresh approaches to advocacy for older and disabled people. The purpose of the paper is to suggest a new role for professional advocates…

432

Abstract

Purpose

This is an opinion piece about exploring fresh approaches to advocacy for older and disabled people. The purpose of the paper is to suggest a new role for professional advocates. Professional advocacy help can be an important first step to a stronger life or it can be a revolving door. It makes all the difference when we've got people around us who can help us to get over problems, and not feel we're stuck on our own. But most users of services have no one whom they can turn to when things get tough for them. What if we designed advocacy services so they acted on the causes of demand for advocacy, rather than delivered a number of advocacy transactions?

Design/methodology/approach

This article uses the experiences of Grapevine in Coventry and draws on the findings of a project conducted with advocacy organisations in the Midlands and South East, many of whom felt that professional advocacy was not getting to the root of the problem.

Findings

Advocacy practice is about being a corrective to failures in other services and an intermediary between service users and providers. It can be very vulnerable at times to being seen as an “add‐on” of unproven value.

Practical implications

The article asks practitioners to consider the new role advocates might play in developing and connecting networks of local people for mutual help and support. This “community‐powered” advocacy could provide effective root cause help and protect the sector's legitimacy during unprecedented financial austerity.

Originality/value

The paper is of value to practitioners and commissioners of advocacy services.

Details

Working with Older People, vol. 17 no. 1
Type: Research Article
ISSN: 1366-3666

Keywords

Article
Publication date: 21 April 2020

Muhammad Azeem Abro, Rohaizat Baharun and Ahsan Zubair

This study aims to investigate the impact of consumer advocacy on community usefulness and brand avoidance. Moreover, the study scrutinizes the mediating role and impact of…

Abstract

Purpose

This study aims to investigate the impact of consumer advocacy on community usefulness and brand avoidance. Moreover, the study scrutinizes the mediating role and impact of organizational feedback/response and moderating role of information credibility.

Design/methodology/approach

The explanatory and cross-sectional research design was used in the study. Primary data were collected from broadband internet users and 249 responses gathered across the country. The study sample comprises of individuals sharing unfavorable service experiences on social media.

Findings

The key findings of the study highlight that consumer advocacy is a type of complaining method, which is used to help other society members; hence, there is a strong relationship among consumer’s advocacy and society’s usefulness. Brand avoidance is the outcome of stronger reactions by consumer advocates and through efficient organizational feedback, the impact of advocacy can be mitigated. Moreover, the study found that effective organizational explanations can be a useful remedy to brand avoidance. Furthermore, the research revealed that information credibility does not moderate the relationship between consumer advocacy and brand avoidance.

Practical implications

The study findings will help practitioners in determining effective strategies to restrict and control brand avoidance.

Originality/value

The social side of consumer argumentative behavior is still an under-research area, which is addressed in the paper. This is the unique study, which explores the mediating impact of organizational feedback on consumer advocacy, brand avoidance and usefulness for society in the implicit perspective.

Details

The Bottom Line, vol. 33 no. 2
Type: Research Article
ISSN: 0888-045X

Keywords

Book part
Publication date: 25 October 2016

Terese C. Aceves

The United Nation’s Convention of the Rights of Persons with Disabilities in 2006 declared the need for countries to facilitate the right of individuals with disabilities to their…

Abstract

The United Nation’s Convention of the Rights of Persons with Disabilities in 2006 declared the need for countries to facilitate the right of individuals with disabilities to their full inclusion and participation within communities across the globe. The community clearly plays a necessary role in the overall preparation and quality of life of students with disabilities and their families. The present chapter will specifically address the role of the community within instructional programming and parent advocacy. First, the chapter discusses the importance of integrating community experiences within inclusive K-12 preparation for students with disabilities for the purpose of enhancing students’ postsecondary outcomes. Second, the chapter reviews the role of community organizations in supporting parental advocacy for effective inclusive programming while highlighting the work of two specific community agencies. These sections are followed by concluding comments emphasizing the role of schools and community-based organizations in supporting inclusive education, community-based instruction, and family advocacy for students with disabilities.

Details

General and Special Education Inclusion in an Age of Change: Roles of Professionals Involved
Type: Book
ISBN: 978-1-78635-543-0

Keywords

Article
Publication date: 23 March 2010

Manuel London

This paper aims to examine characteristics that contribute to leaders' emergence and development as social advocates in their organizations and communities.

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Abstract

Purpose

This paper aims to examine characteristics that contribute to leaders' emergence and development as social advocates in their organizations and communities.

Design/methodology/approach

Building on theories of social problems, influence, and impression management, this paper examines how advocacy is affected by needs and situational conditions. Advocacy is the act of supporting an idea, need, person, or group. Advocates use cognitive, emotional, and behavioral strategies to influence attitudes, behaviors, and/or decisions for the benefit of individuals or to promote organizational change and/or social welfare. Social advocacy occurs within organizations in the form of corporate social responsibility, and it occurs within communities in the form of social entrepreneurship.

Findings

This theoretical paper argues that motivation of leaders of social ventures is a function of their conviction, self‐confidence, and extroversion. Advocates' beliefs about people are likely to shape their advocacy strategies, in particular, their beliefs about whether people are likely to change their attitudes and behavior, are sensitive to possible losses and gain, and respond to information about the probabilities and outcomes of actions and events. Advocate's resilience and transformational abilities (communications and political skills, knowledge of change management, and learning orientation) are predicted to influence their success.

Originality/value

The paper discusses directions for management development research and practice to promote involvement in social ventures.

Details

Journal of Management Development, vol. 29 no. 3
Type: Research Article
ISSN: 0262-1711

Keywords

Article
Publication date: 1 June 2008

Mick McKeown, Steve Robertson, Zemikael Habte‐Mariam and Mark Stowell‐Smith

This paper reports on key findings from the practice survey wing of a broader knowledge review into mental health advocacy with African and Caribbean men funded by the Social Care…

468

Abstract

This paper reports on key findings from the practice survey wing of a broader knowledge review into mental health advocacy with African and Caribbean men funded by the Social Care Institute for Excellence (SCIE). Selected themes from the analysis are discussed in the light of theory regarding ethnicity, masculinity and mental health. Conclusions are drawn that suggest that understandings of mental health and advocacy within black communities are congruent with ideologies of holism, recovery and transformational goals for services and society at large. This is in contrast to experiences in mainstream mental health services which privilege a relatively narrow medical model and treatments that are emasculating. The empowerment and emancipatory potential wrapped up in both individual and collective notions of advocacy can be seen as one part of a resistance to oppressive practices and a means of reclaiming personal efficacy and potency by virtue of challenging emasculation in services.

Details

Ethnicity and Inequalities in Health and Social Care, vol. 1 no. 1
Type: Research Article
ISSN: 1757-0980

Keywords

Book part
Publication date: 24 November 2011

Lisa K. Hussey and Diane L. Velasquez

This chapter provides in-depth case studies of two large urban public libraries in the United States and how communities and libraries respond to reductions mandated by their…

Abstract

This chapter provides in-depth case studies of two large urban public libraries in the United States and how communities and libraries respond to reductions mandated by their funding agencies. Boston Public Library (BPL) and Los Angeles Public Library (LAPL) are both in communities that faced, and are still facing, recessionary budget pressures that began in 2007. Each community and library system has responded in different ways. In the recent past, in both Boston and Los Angeles, the Mayors and City Councils have supported libraries that have come to define the great cultural heritage and heart of these cities in the past. In 2010, however, both cities faced unheard of budget pressures. In Boston, there was a budget shortfall of $3.6 million. In Los Angeles, the budget shortfall began in 2007 due to huge increases in pension payments to city workers, particularly in the police and fire departments (City of Los Angeles Web site, 2011). In Boston, the community was told there could be branch closures. In Los Angeles, the budget shortfall created severe personnel, material, and service cuts. How each library and their leaders responded to those challenges differed. The level of support that their communities provided and the manner in which it was provided also differed. The two cases describe what can happen when budget crises occur and how libraries and their communities deal, or do not deal with them. The cases also reflect how the two library systems serve metropolitan areas with very distinct characteristics.

Details

Librarianship in Times of Crisis
Type: Book
ISBN: 978-1-78052-391-0

Keywords

Article
Publication date: 3 March 2010

WwOP is delighted to welcome this contribution from Advocacy Plus presenting the findings and recommendations of the 2009 report examining the impact of dementia on black and…

Abstract

WwOP is delighted to welcome this contribution from Advocacy Plus presenting the findings and recommendations of the 2009 report examining the impact of dementia on black and minority ethnic (BME) communities: their attitudes towards the disease, the cultural barriers that prevent effective help, support and advocacy, and the gaps in current service provision.

Details

Working with Older People, vol. 14 no. 1
Type: Research Article
ISSN: 1366-3666

Book part
Publication date: 16 November 2009

Michaela Neumayr, Michael Meyer, Miroslav Pospíšil, Ulrike Schneider and Ivan Malý

Civil society organisations (CSOs) contribute essentially to welfare states and society. In Europe they play a key role in the provision of social services, but also fulfil a…

Abstract

Civil society organisations (CSOs) contribute essentially to welfare states and society. In Europe they play a key role in the provision of social services, but also fulfil a large variety of other functions, such as giving voice to unaddressed issues, offering alternative ways of occupational socialisation or facilitating social inclusion (cf. Kramer, 1981; Rose-Ackerman & James, 1986; Kendall, 2003). Current research suggests that the third sectors’ societal roles considerably vary between countries, depending on the welfare state they are embedded in: Starting with a revision of Esping-Andersen's welfare regime typology (1990) and also based on the earlier work of Moore (1966), Salamon and his colleagues developed a typology of four different ‘non-profit regimes’ (Salamon & Anheier, 1998; Salamon, Hems, & Chinnock, 2000a). As key dimensions for this classification, they applied the extent of governmental welfare spending and the size of the third sector (cf. Johnson, 1999). According to this typology of nonprofit regimes, in countries with a large third-sector CSOs mainly fulfil the service function. Countries with a relatively small third sector, so the implicit conclusion, would tend to engage in ‘the expression of political, social, or even recreational interests’ (Salamon & Anheier, 1998, p. 229).

Details

Civil Society in Comparative Perspective
Type: Book
ISBN: 978-1-84950-608-3

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