Search results

The purpose of this paper is to demonstrate how service user involvement for people living with a diagnosis of dementia can contribute to innovate ways of training and educating a skilled healthcare workforce.

The paper uses a case study approach, including interviews observations and reflections from facilitators and members of a service user group for people living with dementia in a recovery-based older adult service in East Kent, UK. In total, 11 people were involved in this study: five people are living with a diagnosis of dementia, two are clinical psychologists, two are trainee clinical psychologists and two are placement year psychology undergraduates.

The paper shows how service user involvement groups can enable people with dementia to train a wide range of healthcare professionals in different areas, from the perspective of people living with dementia and healthcare professionals. It also reflects on the challenges that can arise through working with patients in a more collegiate way.

This paper demonstrates that people with dementia can be involved in the training of healthcare professionals in innovative ways. It therefore suggests new ways of working with people with dementia to develop staff skills.

The purpose of this paper is to explore the perceived usefulness to participants of a particular 360‐degree leadership survey process to assist an understanding of how ratees receive and respond to 360‐degree feedback.

The paper includes a sample of eight new and emergent leaders at one university in Australia who complete a 360‐degree feedback survey. Through semi‐structured interviews, they are asked to report on their learning as a result of undertaking the 360‐degree exercise. A constant comparison method of data analysis is used to analyse the participants' responses.

The research study finds from the group undertaking the 360‐degree feedback process that, in equal proportion, participants report receiving: no surprising feedback but reinforcement and affirmation; and new insights, with developmental strategies identified to effect change as a result of feedback. The paper argues, from findings of the literature and the study, the importance of a measure of institutional support for the feedback process including sound facilitation. The results of the semi‐structured conversations held with the small sample attest to the importance of self‐efficacy (belief of capacity to learn and develop) on the part of ratees to act on feedback gained, and of the organisation's role in assisting self‐efficacy in 360‐degree programs. The findings support an incremental theory approach in that participants see the feedback exercise as an opportunity to improve their capabilities and pursue learning goals over time by acting on development items suggested by the feedback. It is posited that support received by participants in undertaking the feedback activity as part of a program of development contributes to the positive response. The paper concludes by providing some guidelines for conducting effective 360‐degree feedback discussions.

There is a reasonable body of literature about 360‐degree feedback processes from a theoretical standpoint. This qualitative study addresses a relative gap in the literature to explore how participants describe their experience of undertaking a facilitated 360‐degree feedback exercise, including whether they gain new knowledge, or no new knowledge. The paper also suggests some principles that might be employed in facilitating 360‐degree feedback to maximise benefit from the process.

The purpose of this paper is to identify the factors influencing the adoption of mobile self-service retail banking technologies, and the degree of influence of each factors leading their usage. Having mobile banking (MB) as the reference service and drawing on previous studies in the field, an extended Unified Theory of Acceptance and Use of Technology (UTAUT) model is proposed and empirically validated to investigate the impact of technology, social, channel and personal factors on potential customers’ usage intentions.

On evidence drawn, through a dedicated research instrument, from 513 non-users in Greece, the effects of the extended UTAUT’s drivers on MB adoption intentions are assessed using partial least squares path methodology.

The results indicated that technology-related factors, expressing innovation expected performance, and social influence are the leading determinants of MB adoption intentions, followed by the two channel-related factors, expressing perceived risk and trust toward MB usage, and potential users’ inherent innovativeness. Furthermore, the consideration of service experience as a moderating variable has shown that there is a significant difference in the effects of social influence and perceived trust on adoption intention between potential users with high and limited service experience.

The sample is country specific and this may affect generalizability of findings. Also, the cross-sectional design adopted does not reflect the temporal changes.

From a practical point of view, the findings suggest that banks should consider, except of the technology-related factors of MB, the way that potential users perceive the channel-related factors as well as the individual differences in order to improve the MB acceptance level.

Although there are a few studies that use UTAUT to predict MB adoption, the proposed model is the first that combines four groups of MB adoption driving factors into a causal model in order to explain MB adoption intentions in a country which is facing severe financial crisis for the last eight years, Greece.

The purpose of this paper is to examine m-payment adoption for the bottom of pyramid (BoP) segment in a developing country context.

A questionnaire was distributed to 247 BoP customers in Bangladesh. Data were analysed by employing confirmatory factor analysis and Structural Equations Modelling.

The results show that performance expectancy (PE), effort expectancy (EE), facilitating conditions (FC), habit and social influence (SI) significantly influence the BoP segment’s behavioural intention (BI). It is revealed that PE, lifestyle compatibility (LC), SI and habit have relatively stronger effects being higher predictor of intentions. Again EE and FC have relatively lower effects on m-payment BI. On the other hand, hedonic motivation (HM) and price value (PV) are two non-significant predictors of m-payment adoption.

The study recommends that financial institutions, such as banks and other non-banking service firms, need to know the antecedents affecting BI suggested by the unified theory of acceptance and use of technology (UTAUT2) theory along with “LC”. This will increase m-payment adoption for the BoP segment in developing countries.

To the extent of researcher’s knowledge, none of the previous studies using the UTAUT2 theory to examine m-payment adoption for BoP segment. This study contributes empirical data to the predominantly theoretical literature by offering a deeper understanding of the inclusion of LC, which is one of the significant antecedents in explaining BoP segment’s m-payment adoption.

The purpose of this paper is to propose a model that examines the relationships among the five dimensions of the unified theory of acceptance and use of technology (UTAUT) toward the overall behavioral intentions (BIs); to use cashless payment systems in Thailand, which are practically based on the basic models and theories of consumer behavior such as the theory of reasoned action (TRA), theory of planned behavior (TPB) and technology acceptance model (TAM); and to explain the indirect effects between UTAUT and BIs to use cashless payment systems mediating by perceived risk and trust.

A total of 708 respondents, who have had an experience with a cashless payment system in Thailand, were selected using a stage sampling method. The data obtained from the participants were analyzed using a structural equation modelling approach.

The results of this paper reveal that UTAUT model, perceived risk and trust have all significant influences on BIs to use a cashless payment system. This suggests that consumers in Thailand adopt to specific financial technological innovation if they perceive that the risk is low and they can trust the system, especially if it is associated with a reliable online banking network.

The basic understanding of the UTAUT model that influences BIs to use cashless payment systems has been the focus of this current paper. This paper empirically examined the overall direct and indirect influences of UTAUT model and perceived risk, trust and BI to use. This current paper also expands the UTAUT theory by exploring several dimensions (i.e. performance expectancy, effort expectancy and social influence). Research findings reveal that effort expectancy can reduce perceived risk and increase trust in Thailand's cashless payment systems. This can generate more customer interest and engagement, as well as provide insights into customers' intentions in using a cashless payment system.

Service providers have a vested interest in enhancing adoption of technologies that improve the customer service experience. Buoyed by this idea, this paper aims to explore Latin American consumers’ mobile payment (MP) adoption, conceptualized as bank-sponsored mobile wallets that facilitate payment at the point-of-purchase. This paper applies a revised unified theory of acceptance and use of technology 2 (UTAUT2) model as theoretical framework for this exploration.

To test the conceptual model of MP adoption in Latin America put forward in this paper, the authors used Colombia as a sample site and conducted two studies among a sample of consumers in this country. Completed questionnaires from 186 participants (Study 1) and 398 participants (Study 2) were used in data analyses, which were conducted using Mplus 8.4 and PROCESS.

In Study 1, performance expectancy, social influence, bank trust, confidence in MP system and consumer innovativeness all impact consumers’ MP use intention; and use intention impacts MP behavior. In Study 2, involving a wider sample, performance expectancy, effort expectancy, facilitating conditions, perceived quality of the MP system, bank trust, consumer innovativeness, consumer optimism and consumer insecurity all affect MP use intention; and use intention significantly impacts MP behavior. Across both studies, follow-up analysis showed that effort expectancy influences performance expectancy for MP and indirectly influences MP use intention through its impact on performance expectancy. Bank trust also indirectly affects MP use intention through its effects on system confidence. In Study 2, age did not affect MP use intention or MP use; however, education affected MP use.

The theoretical underpinning for the conceptual model was the UTAUT2, and the results across the two studies support previous research in which this revised model has been useful in explaining technology adoption. Core elements of the UTAUT2 such as performance expectancy, effort expectancy, facilitating conditions and social influence had different impact on MP adoption in Latin America, depending on the sample. Technology readiness index motivators and inhibitors also aid understanding of MP adoption.

The research provides insights on the variables that members of the MP ecosystem in Latin America (e.g. banks and other service providers, card issuers) need to address in getting Latin American consumers to use MP.

This research extends the exploration of MP to a region of the world that has not been the focus of prior studies on the adoption of this technology and responds to calls by some researchers to increase research in this region. The conceptual models in the two studies also incorporate trust in the banks that are part of the MP ecosystem in Latin America and consumer overall confidence in this MP ecosystem. The results show that both these factors are influential in Latin American consumers’ adoption of MP. System confidence also mediates the relationship between bank trust and MP use intention.

The Equal Pay Act 1970 (which came into operation on 29 December 1975) provides for an “equality clause” to be written into all contracts of employment. S.1(2) (a) of the 1970 Act (which has been amended by the Sex Discrimination Act 1975) provides:

The purpose of this paper is to identify and examine the important factors that could affect consumers' behavioural intention and use behaviour towards mobile payment services during COVID-19.

The proposed model extends meta-Unified Theory of Acceptance and Use of Technology (meta-UTAUT) model with perceived severity and self-efficacy factors affecting consumers' behavioural intention and use behaviour towards mobile payment services. A convenient sampling technique has been utilized to gather data from a self-administered questionnaire. The data collection was restricted to the online mode to avoid any physical contact considering the COVID-19 situation.

The findings revealed that performance expectancy, effort expectancy and perceived severity have a significant positive impact on consumers' attitude; facilitating conditions has a significant positive impact on effort expectancy; self-efficacy has a significant positive impact on effort expectancy; attitude has a significant positive impact on behavioural intention; and behavioural intention has a significant positive impact on use behaviour. Social influence did not confirm any significant relationship.

The current research study has utilized a non-probability convenient sampling technique to gather data through a self-administered questionnaire. The data collection was restricted to the online mode to avoid any physical contact considering the COVID-19 situation. The respondents were adopters of mobile payment services. The scope of the study is the COVID-19 context or related chronic diseases context where major preventive mechanisms such as social distancing and avoidance of physical contacts are vital.

This study has extended the meta-UTAUT model with the COVID-19 context-specific constructs and relationships. The undertaken work has strengthened the explanability of the model. The inclusion of context relevant variables such as perceived severity and self-efficacy and their association with the existing meta-UTAUT framework have enriched the context of the study. The current study offers a holistic understanding of significant factors influencing Indian consumers’ adoption of mobile payment services in the COVID-19 context.

Although limited, there is emerging evidence of the value of peer support for people with mental health issues. We report an evaluation of a training experience introducing intentional peer support (IPS) to people who use mental health services. IPS is a well developed, specific approach in which the central concept of mutuality redefines help as a co‐learning and growing process. This paper aims to explore participants' initial understandings of peer support, assess the impact of the course in terms of subsequent peer support activities and gather reflections from participants concerning what helped and hindered putting IPS into practice.Thirty people attending a five‐day residential course run by the originator of IPS, Shery Mead, were invited to take part in two refresher/follow‐up workshops. An independent evaluator (first author) collected data at the start and end of the residential phase, at two months and at five months. Findings are based on 26 people who provided data on at least two occasions.The course was enthusiastically received and successfully conveyed the fundamentals of IPS. Proportions of people involved in general peer support at the start and end of the evaluation remained similar. At five months, 15 people reported involvement in IPS and one person had set up an IPS group. Being connected to an existing group or network, including maintaining connection with course participants was the most helpful feature in putting IPS into practice. Hindrances included isolation and lack of opportunity. The paper concludes that ongoing support is essential to encourage the post‐course development and practice of IPS.

The main research question addressed in this paper is how two independent retail outlets in a franchise chain would react to each other on the quality of services. To better explain the interaction, the franchise as an organizational form and its peculiar characteristics compared to the integrated firm on the one hand and market transactions on the other hand are initially discussed. The paper then proposes a theoretical model of the “free‐riding phenomenon” related to the quality of services in the franchise chain, and interactions on the quality of services between the independent outlets in different environments. As spill‐over exists, two franchisees start to react to each other's quality of services and they increase the quality as the positive spill‐over effect becomes significant. The equilibrium with spill‐over gets close to that without spill‐over, as the spill‐over effect approaches zero.