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In an era where complex technological advances increasingly govern service delivery, it is incumbent on service firms to pioneer innovative strategies to sustain customer engagement and cultivate loyalty. This conceptual paper examines the transformative potential of artificial intelligence (AI) in the realm of online customer communities, with a particular focus on its creation, management and enhancement facets. The authors explore how AI can revolutionize the dynamics of customer interaction, feedback mechanisms and overall engagement within the service industry.

This conceptual paper draws from marketing and management literature focusing on customer communities and AI in service and customer engagement contexts with a robust future research agenda.

A classification of online customer community engagement is provided along with a conceptual framework to guide our understanding of the integration of AI into online customer communities.

This exploration underscores the imperative for service firms to embrace AI-driven approaches to online customer community management, not only as a means to optimize their operations but as a vital strategy to stay competitive in the ever-evolving digital landscape. This paper examines the novel combination of AI with online customer communities and provides the framework in the form of an input-process-output (IPO) model for future research into this integration.

The purpose of this paper is to explore the presence and nature of integrated care in community hospitals.

Staff reported their views and experiences of integrated care in 48 questionnaires for a Community Hospitals Association programme. An analytical framework was developed based on eight types of integration, and the community hospital services concerned were grouped into nine service categories.

Staff reported multiple types of integration, averaging four types (median), with a range of two to eight (of the eight types studied). The types of integration most frequently reported were multidisciplinary care, and community hospital/secondary care and community hospital/primary care. Integration with communities, patients and the third sector featured in many of the services. Integration with social care and local authorities were least frequently reported. Services with the highest number of types of integration (5+) included palliative care, maternity services and health promotion. Staff reported that commitment was a positive factor whilst a lack of staff resources hindered partnership working.

Staff volunteered to be part of the programme which promoted good practice, and although the findings from the study cannot be generalised, they do contribute knowledge on key partnerships in local hospitals. Further research on the types, levels and outcomes of integrated care in a larger sample of community hospitals would build on this study and enable further exploration of partnership working.

The analytical framework developed for the study is being applied by staff and community groups as a tool to help assess appropriate partnership working and help identify the scope for further developing integrated care. The evidence of integrated working is available to inform those commissioning and providing community health services.

This study has shown that integrated working is present in community hospitals. This research provides new knowledge on the types of integrated care present in a range of community hospital services. The study shows a tradition of joint working, the presence of multiple simultaneous types of integration and demonstrated that integrated care can be provided in a range of services to patients of all ages in local communities.

Canada’s immigration goals are multifaceted and ambitious, reflecting both a desire to attract those who can contribute economically and culturally and offer protection to the displaced and the persecuted. Alongside these goals is a pledge that newcomers will receive the services and supports they need to fully integrate into Canada’s cultural and economic landscape. This chapter argues that post-secondary institutions, working in partnership with community organizations and primary/secondary schools, are well positioned to facilitate economic and cultural integration, particularly for otherwise vulnerable refugee groups. However, the authors’ previous research illustrates the many barriers refugee youth face in accessing Canadian post-secondary education. The authors hypothesize that efforts to increase post-secondary access – and, thereby, facilitate the accomplishment of immigration goals – will be most effective when specific age groups within the refugee demographic are targeted; in particular, younger children who have spent more time in the Canadian education system. This approach requires a shift in settlement practice from that of meeting only initial, urgent settlement needs, to one that enables the development of economic and cultural capacity. The authors envision a program that, on the one hand, helps refugees to value and gain the broad benefits of post-secondary education, while, on the other hand, directs post-secondary institutions to offer programs and pathways that are more inclusive to the unique challenges faced by this vulnerable demographic.

Resilience is an increasingly important concept that contributes to sustainability and wellbeing of a community. Asset-based community development (ABCD) may offer promising approaches to boosting community resilience in Australia, especially within marginalised groups.

A scoping review was conducted to conceptualise existing literature on ABCD approaches to building resilience. Research databases were searched with relevant details.

Thirty-three sources were identified as meeting the inclusion criteria and were reviewed in terms of six themes: integration and identity, health, mental health, education, employment and community planning. Issues identified by the literature within these themes can be alleviated through asset-based approaches. Implications for planning of asset-based programs and policy change are discussed in light of the findings.

The results of this study provide several implications for practise, policy recommendations and future research into this area. Results suggest that increasing capacity around asset-based coping mechanisms, such as support networks through religious and cultural groups, would promote community development and foster resilience. Furthermore, policy on refugees in multiple areas, such as psychological service provision and employment, should be redesigned in a way that acknowledges their complex and diverse needs and facilitates their integration into the community. Though multiple ways to achieve this goal have been explored in literature, a sustained and broader approach is necessary to see widespread change. Further research and funding are required to explore and implement appropriate responses. Based on the findings and discussion above, the authors make the following policy recommendations. Service providers need to be aware of and incorporate culturally appropriate programs in the areas of mental health assessment and intervention, education and employment. The trauma-informed approach should be used when dealing with refugee groups and other groups who have faced hardships. Government policy should focus on improving community engagement to create and strengthen social networks, which are vital in boosting integration into the community and increasing health education and access to services. Government should focus on asset-based approaches in designing education and employment integration programs to promote social belonging and community engagement, and thus, community resilience, which will consequently have beneficial individual and group outcomes. The current governmental policy surrounding refugees should be overhauled with the goal of successful refugee integration in mind, such as incorporating the ability for refugees to access vital services such as employment and skills transferability programs. Due to current policy, these services are inaccessible to a large portion of refugees, hindering their integration. Government needs to create specific guidelines for the provision of psychological services to refugees to improve the quality of mental health services available to this group.

This paper comprises an original data analysis of the relevant existing literature by the project team. The process was rigorous, and no content of the analysis has been published previously except the material published by other authors. All previously published materials were duly acknowledged.

Purpose – The author examines how perceived risk, criminal victimization, and community integration affect the mental health of hurricane evacuees. His objectives are (1) to examine how perceived risk and victimization influence mental health in post-disaster contexts, (2) to analyze how social support and community integration mediate the effects of perceived risk and victimization, and (3) to expand the theoretical applicability of the stress process model by analyzing perceived risk and victimization as stressors under disaster conditions.

Design/methodology/approach – The author uses survey data collected from 303 evacuees of Hurricanes Katrina and Rita residing in FEMA trailer park communities in Louisiana. He estimates four nested regression models predicting depression and anxiety.

Findings – As a personal judgment of perceived risk, feeling unsafe consistently harms mental health net of residential instability and victimization. Social support and social integration buffer the stress related to personal judgments of perceived risk and residential instability.

Originality/value of paper – Findings necessitate attention to residential stability, social integration, and community involvement in mitigating perceived risk, victimization, and poor mental health in post-disaster communities.

In 2011, community nursing services were reorganised in England in response to a national policy initiative, but little is known about the impact of these changes. A total of three dominant approaches emerged: (1) integration of community nursing services with an acute hospital provider, (2) integration with a mental health provider and (3) the establishment of a stand-alone organisation, i.e. without structural integration. The authors explored how these approaches influenced the trends in emergency hospital admissions and bed day use for older people.

The methodology was a longitudinal ecological study using panel data over a ten-year period from April 2006 to March 2016. This study’s outcome measures were (1) emergency hospital admissions and (2) emergency hospital bed use, for people aged 65+ years in 140 primary care trusts (PCTs) in England.

The authors found no statistically significant difference in the post-intervention trend in emergency hospital admissions between those PCTS that integrated community nursing services with an acute care provider and those integrated with a mental health provider (IRR 0.999, 95% CI 0.986–1.013) or those that did not structurally integrate services (IRR 0.996, 95% CI 0.982–1.010). The authors similarly found no difference in the trends for emergency hospital bed use.

PCTs were abolished in 2011 and replaced by clinical commissioning groups in 2013, but the functions remain.

The authors found no evidence that any one structural approach to the integration of community nursing services was superior in terms of reducing emergency hospital use in older people.

As far as the authors are aware, previous studies have not examined the impact of alternative approaches to integrating community nursing services on healthcare use.

Psychological factors such as post-traumatic stress and depression may play an important role in the recovery after whiplash injuries. Difficulties in psychosocial functioning with limitations in everyday life may dominate for some time after the injury. Our study therefore investigates the relationships between pain, post-traumatic stress, depression, and community integration. A set of questionnaires was answered by 191 persons (88 men, 103 women) five years after a whiplash injury to assess pain intensity (visual analogue scale, VAS), whiplash-related symptoms, post-traumatic stress (impact of event scale, IES), depression (Beck depression inventory, BDIII), community integration (community integration questionnaire, CIQ), life satisfaction (LiSat-11). One or more depressive symptoms were reported by 74% of persons; 22% reported scores that were classified as mild to severe depression. The presence of at least one post-traumatic symptom was reported by 70% of persons, and 38% reported mild to severe stress. Total scores of community integration for women were statistically significantly higher than for men. The total VAS score was correlated positively to the IES (r=0.456, P<0.456), the BDI (r=0.646, P<0.001), and negatively to the CIQ (r=-0.300, P<0.001). These results highlight the view that a significant proportion of people experience both pain and psychological difficulties for a long time after a whiplash injury. These findings should be taken into consideration in the management of subjects with chronic whiplash symptoms and may support a multi-professional rehabilitation model that integrates physical, psychological, and psychosocial factors.

Integration is a complex, contested and multidimensional concept. This paper aims to examine the impact of small voluntary agencies (SVA) in the integration of refugees into social, economic and citizenship structures in the UK.

This study is rooted in in-depth interviews with 20 participants and a case study (ethnography research) that focuses on a refugee-assisting organisation in Southeast England.

The findings reveal cases of exemplary leadership in actions and social solidarity exhibited by SVA through innovative actions aimed at helping individuals and communities which may be particularly disadvantaged. It revealed the mixed embeddedness that these agencies create that enable refugees to pursue a new life, employment and citizenship.

One of the limitations of the study is the focus on one case study. However, this provided an opportunity to conduct in-depth interviews and examination of the research objectives.

With the ever-decreasing government revenues, there is evidence of the tremendous achievement of the voluntary sector in many endeavours in the community. This provides an opportunity for a more strategic partnership between public and private actors.

The activities of the SVA are the catalyst to refugees’ integration as policies that enable regaining self-esteem, seeking employment or starting a business.

This study provides the opportunity to explore the relatively under-research and under-publicized role of SVA in the migrants and refugee literature.

This research reports on work related to integrating new immigrants into their local communities. The purpose of this paper is to explore community sport and the newcomer experience in communities through an acculturation framework.

The role of community sport organizations in the acculturation process is explored empirically via a three-stage research study of a small Canadian city that includes interviews with local newcomers, interviews with managers of local community sport organizations, and a website content analysis of community sport organizations in the region.

Results outline a number of important constraints, practices and realities facing newcomers and community sport organizations in improving participation rates and integration. In addition, the use of the acculturation frame provides insight on the perceived value of community sport yet low participation rates among newcomers.

There is a need for community sport providers to adopt an acculturation perspective to newcomers rather than the current assimilationist perspective. This change will lead to improvements in sport offerings and newcomer supports.

There is an increasing desire to have migrants locate in smaller urban centers rather than the large metropolises of their new home country. However, smaller communities may be perceived by newcomers as less desirable places to live and the communities can face significant integration challenges. Further, there is a dearth of research on newcomers and smaller communities particularly in the area of community sport. This study explores the role of sport as a means to overcome these challenges by assessing the capacity of a smaller city and the needs of immigrants and their families using a lens of acculturation.

The purpose of this paper is twofold. First, the study aims to investigate the effects of personal innovativeness and familiarity on social integration in the domain of social network site (SNS) innovation. Second, the study seeks to examine the influences of satisfaction and trust on social integration.

Structural equation modelling is proposed to assess the relationships between the constructs, along with the predictive power of the model.

The results demonstrate that increasing satisfaction, trust, and familiarity and assisting members’ personal innovativeness are important initiatives that promote social integration, reduce competition between my SNS and others, and consequently, inhibit opportunistic behaviour.

The model does not include all the relevant variables. The sample is not random and thus it is not necessarily representative of the population.

Managers must take familiarity and innovativeness into account to customise their social strategies in order to ensure enduring enthusiasm for SNSs. Likewise, fostering members’ satisfaction through more gratifying and easier interactions is an effective strategy to promote social integration. Furthermore, SNSs should prioritise their initiatives for enhancing perceived control by making clear rules and management procedures available, as well as the required legal aspects and seals of approval that will increase levels of trust.

A review of the literature reveals that very few studies analyse the effects of personal differences and relationship quality on social integration. This work therefore improves the explanatory power of existing theoretical frameworks.