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Article
Publication date: 1 May 2023

Doha Saleh Almutawaa, Peter Nuttall, Elizabeth Mamali, Fajer Saleh Al-Mutawa and Doha Husain Makki AlJuma

The purpose of this study is to develop understanding of the extended self-theory by focusing on the influence of other people in identity constructions as experienced in…

Abstract

Purpose

The purpose of this study is to develop understanding of the extended self-theory by focusing on the influence of other people in identity constructions as experienced in collectivist Eastern contexts. It specifically addresses the impact of being treated as an extended self on Arab-Muslim women’s identity constructions.

Design/methodology/approach

This study uses a qualitative research approach consisting of 23 in-depth semi-structured interviews. Nonprobability, purposive sampling is followed as the study targets Kuwaiti women who identify as former hijab/veil wearers. Sample diversity is attained in terms of Kuwaiti women’s demographical characteristics, including their age range, marital status and social class.

Findings

The findings of this study reveal paradoxes of experiencing the collective extended self through familial pressure to (un)veil and the strategies used by women to reject engaging with the collective extended self, including contextualizing, substituting and sexualizing the veil.

Originality/value

Existing studies related to the notion of the extended self are primarily conducted in Western contexts, and as such, are oriented toward personal accountability related to identity constructions. To complement this perspective and address the call for research on the extended self in collectivist societies, this study highlights the importance of recognizing the role of other people in influencing identity constructions in Eastern contexts.

Details

Journal of Islamic Marketing, vol. 15 no. 1
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 6 February 2024

Jagdish N. Sheth, Varsha Jain and Anupama Ambika

This study aims to develop an empathetic and user-centric customer support service design model. Though service design has been a critical research focus for several decades, few…

Abstract

Purpose

This study aims to develop an empathetic and user-centric customer support service design model. Though service design has been a critical research focus for several decades, few studies focus on customer support services. As customer support gains importance as a source of competitive advantage in the present era, this paper aims to contribute to industry and academia by exploring the service design model.

Design/methodology/approach

The study adopted a theories-in-use approach to elucidate mental models based on the industry’s best practices. In-depth interviews with 62 professionals led to critical insights into customer service design development, supported by service-dominant logic and theory of mind principles.

Findings

The ensuing insights led to a model that connects the antecedents and outcomes of empathetic and user-centric customer service design. The precursors include people, processes and technology, while the results are user experience, service trust and service advocacy. The model also emphasises the significance of the user’s journey and the user service review in the overall service design.

Research limitations/implications

The model developed through this study addresses the critical gap concerning the lack of service design research in customer support services. The key insights from this study contribute to the ongoing research endeavours towards transitioning customer support services from an operational unit to a strategic value-creating function. Future scholars may investigate the applicability of the empathetic user service design across cultures and industries. The new model must be customised using real-time data and analytics across user journey stages.

Practical implications

The empathetic and user-centric design can elevate the customer service function as a significant contributor to the overall customer experience, loyalty and positive word of mouth. Practitioners can adopt the new model to provide superior customer service experiences. This original research was developed through crucial insights from interviews with senior industry professionals.

Originality/value

This research is the original work developed through the key insights from the interview with senior industry professionals.

Details

European Journal of Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 13 March 2024

Rachael Elizabeth Sanders, Corina Modderman, Stacey Bracksley-O'Grady, Fiona Harley, Jacquelin Spencer and Jacinta Molloy

There is a growing recognition of the urgency to enhance health outcomes for children and young people residing in out-of-home care (OOHC). Research underscores the need to…

Abstract

Purpose

There is a growing recognition of the urgency to enhance health outcomes for children and young people residing in out-of-home care (OOHC). Research underscores the need to establish effective pathways to quality health care for children and young people who have been exposed to trauma. Child protection (CP) practitioners should play a vital role in proactively improving health outcomes and navigating the intricacies of healthcare systems. Their involvement in initiating and collaborating on healthcare interventions is pivotal for the well-being of these vulnerable children and young people. However, challenges associated with poor health literacy and the complexities of healthcare systems hinder collaborative service delivery in the Australian context. This review explores how CP practitioners support the health care of children and young people in their care.

Design/methodology/approach

A scoping review followed Arksey and O’Malley’s framework, employing a narrative synthesis to assess the selected studies.

Findings

Health outcomes for children and young people in OOHC remain under-researched and potentially under-resourced within the realm of CP practice. There is room for enhanced practices and system integration in CP service delivery to better address health needs and prevent further health and well-being disparities.

Originality/value

Through this scoping review and involving industry experts in the discussion of findings, this study contributes valuable insights to the existing knowledge base regarding the active participation of CP practitioners in addressing the healthcare needs of vulnerable children.

Details

Journal of Integrated Care, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1476-9018

Keywords

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