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Book part
Publication date: 25 July 2008

Louis Rubino and Marsha Chan

The Institute for Healthcare Improvement (IHI) has broadened their campaign focus to include protecting hospital patients from five million incidents of medical harm…

Abstract

The Institute for Healthcare Improvement (IHI) has broadened their campaign focus to include protecting hospital patients from five million incidents of medical harm through 2008. A critical component of this campaign is the engagement of governance in the process, noting evidence of better patient outcomes for hospitals with governing boards that spend at least 25% of their time on quality and safety. St. Francis Medical Center (SFMC), a 384-bed hospital in Southeast Los Angeles serving a high number of uninsured and underinsured patients and a population characterized by significant poverty, has initiated through a top-down approach, an aggressive plan to improve the care at its facilities through a call to action by its board of directors. In this article innovative methods are shared, tools are provided, and the initial positive results achieved are reported which show how a cultural change is occurring regarding quality and patient safety (QPS) at this hospital's organizational and delivery system level.

Details

Patient Safety and Health Care Management
Type: Book
ISBN: 978-1-84663-955-5

Content available
Book part
Publication date: 25 July 2008

Abstract

Details

Patient Safety and Health Care Management
Type: Book
ISBN: 978-1-84663-955-5

Article
Publication date: 11 July 2019

Marsha-Gay Robinson

The purpose of this paper is to examine the continuing professional development (CPD) activities undertaken by special librarians in Jamaica, their motivation, the…

Abstract

Purpose

The purpose of this paper is to examine the continuing professional development (CPD) activities undertaken by special librarians in Jamaica, their motivation, the challenges faced and the areas of interest for professional development.

Design/methodology/approach

Special librarians working in Jamaica were surveyed using an online questionnaire which was disseminated via e-mail.

Findings

The study indicates that special librarians in Jamaica were engaged in both formal and informal CPD activities. They were motivated by factors such as keeping up to date with changes in librarianship and personal satisfaction. Challenges to participating in CPD include, lack of funding, time constraints and lack of worthwhile options. Areas of interest for CPD were mainly information technology-based.

Research limitations/implications

The study was limited to the contact lists of the special libraries section of the Library and Information Association of Jamaica (LIAJA) and the Government Library and Information Network of the Jamaica Library and Information Network (JAMLIN).

Practical implications

The results have implications for the planning and implementation of continuing professional activities for Jamaica’s special librarians. It also fills a gap in library literature regarding the continuing professional activities of special librarians.

Originality/value

The paper is one of few studies focusing on the CPD activities of special librarians undertaken in a developing country.

Details

Library Management, vol. 40 no. 6/7
Type: Research Article
ISSN: 0143-5124

Keywords

Article
Publication date: 1 February 1989

Claire P. Bolfing

Discusses customer dissatisfaction and how it is expressed. Reportson a study showing that customers will complain to management if theproblem is severe and if they are…

2391

Abstract

Discusses customer dissatisfaction and how it is expressed. Reports on a study showing that customers will complain to management if the problem is severe and if they are encouraged to participate in service management, whereas if service firms create barriers within the complaint‐handling process and set up luxury‐oriented and aloof service images, customers will adopt more harmful negative word of mouth forms of complaining. Proposes ways of managing customer complaints, for controlling the more harmful types of dissatisfaction and for maximizing opportunities to develop loyal customer bases through effective handling of problems.

Details

Journal of Services Marketing, vol. 3 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 4 June 2018

Kem Z.K. Zhang, Haiqin Xu, Sesia Zhao and Yugang Yu

Online reviews have shown important information that affects consumers’ online shopping behavior. However, little research has examined how they may influence consumers…

7836

Abstract

Purpose

Online reviews have shown important information that affects consumers’ online shopping behavior. However, little research has examined how they may influence consumers’ online impulse buying behavior. The purpose of this paper is to bring theoretical and empirical connections between them.

Design/methodology/approach

The framework of this study was tested on three popular online group shopping websites in China (ju.taobao.com, dianping.com, and meituan.com). An online survey with 315 participants who had experience using these websites was recruited to verify the effects of consumers’ perceived value from reading online reviews on urge to buy impulsively and impulse buying behavior.

Findings

The empirical findings show that consumers’ perceived utilitarian and hedonic value from reading online reviews enhance their browsing behavior. Browsing positively affects consumers’ urge to buy impulsively and finally affects their impulse buying behavior. Further, this study finds that consumers with high impulsiveness focus more on hedonic value of online reviews, whereas consumers with low impulsiveness put more emphasis on utilitarian value. Browsing demonstrates a stronger effect on urge to buy impulsively for consumers with high impulsiveness.

Originality/value

This study is one of the early studies to investigate the relationship between social influence (e.g. influence of online reviews) and impulse buying. It draws upon the perspectives of browsing and consumer’s perceived value from the literature. This research also considers consumer differences regarding the level of impulsiveness.

Details

Internet Research, vol. 28 no. 3
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 1 February 2003

Ahmad Jamal and Kamal Naser

Customer satisfaction is a significant issue for most marketers. Previous research has identified various factors that determine customer satisfaction in retail banking…

2342

Abstract

Customer satisfaction is a significant issue for most marketers. Previous research has identified various factors that determine customer satisfaction in retail banking sector in Western countries. The current paper reports findings from a survey, which looked into determinants of customer satisfaction in the retail banking in Pakistan. A total of 300 questionnaires were randomly distributed to customers of a specific bank in Pakistan. Results indicate that there was a strong relationship between service quality and customer satisfaction. There was, however, no relationship between customer satisfaction and tangible aspects of the service environment. The paper discusses implications for bank management.

Details

International Journal of Commerce and Management, vol. 13 no. 2
Type: Research Article
ISSN: 1056-9219

Article
Publication date: 12 January 2015

Lucie Elizabeth Shuker

The purpose of this paper is to report on an evaluation of a pilot of specialist foster care for children at risk, or victims, of child sexual exploitation (CSE) and/or…

Abstract

Purpose

The purpose of this paper is to report on an evaluation of a pilot of specialist foster care for children at risk, or victims, of child sexual exploitation (CSE) and/or trafficking.

Design/methodology/approach

The research adopted a multi-case study approach, gathering placement documentation, interviews and weekly monitoring logs throughout the duration of the 13 placements.

Findings

This evaluation found that safety for those at risk, or victims, of CSE within the in-care population has both a physical and a relational element. The most successful placements were able to deploy restrictive safety measures effectively by tipping the balance of care and control towards demonstrations of compassion and acceptance. Good relationships in these foster homes unlocked other positive outcomes, including reduced missing incidences and increased awareness of exploitation.

Research limitations/implications

The small sample size within this pilot project suggests the need for further research to test the applicability of the notion of multi-dimensional safety to young people’s welfare more generally.

Practical implications

The findings confirm previous research that highlights the importance of stable relationships in child protection. They have implications for current tendencies to commission short-term CSE interventions that are unlikely to create the relational security that can improve community safety for young people.

Originality/value

This is the first published evaluation of specialist accommodation for those affected by CSE in the UK, and its findings will therefore be of most value to commissioners and providers of care to looked after young people. The concept of multi-dimensional safety will be relevant to those with responsibility for child welfare/safeguarding.

Details

Safer Communities, vol. 14 no. 1
Type: Research Article
ISSN: 1757-8043

Keywords

Article
Publication date: 1 August 2004

Marsha A. Dickson, Sharron J. Lennon, Catherine P. Montalto, Dong Shen and Li Zhang

A consumer survey of a probability sample of 1,628 married adult consumers residing in Beijing, Guangzhou, and Shanghai, China was used obtain basic knowledge on market…

11529

Abstract

A consumer survey of a probability sample of 1,628 married adult consumers residing in Beijing, Guangzhou, and Shanghai, China was used obtain basic knowledge on market segments of Chinese consumers with the potential to buy foreign apparel. The paper used conjoint analysis to identify the product attributes salient to consumers' apparel purchase intentions. With cluster, multiple regression, and other statistical analyses, six market segments prioritizing similar product attributes were identified and profiled. The six market segments were then described by their demographic and geographic characteristics, apparel expenditures, and perceptions of US‐made pants. Suggestions are provided for apparel marketers wishing to pursue two especially promising market segments with the potential to buy US‐made and US brand apparel.

Details

Journal of Consumer Marketing, vol. 21 no. 5
Type: Research Article
ISSN: 0736-3761

Keywords

Article
Publication date: 26 March 2019

Dori Zener

The purpose of this paper is to outline a clinical framework developed for autistic women. INVEST (Identify Needs, Validate, Educate, Strengthen and Thrive) is a…

1607

Abstract

Purpose

The purpose of this paper is to outline a clinical framework developed for autistic women. INVEST (Identify Needs, Validate, Educate, Strengthen and Thrive) is a strengths-based neurodiversity therapeutic approach. Autistic individuals are treated with respect and are believed to have the capacity to make meaningful changes in their lives.

Design/methodology/approach

The author’s clinical experiences working as an individual, couple and family therapist specializing in girls and women with autism inform this paper. The innovative therapeutic approach will be described including reasons for seeking therapy, the theoretical underpinnings and case examples that bring each component of INVEST to life.

Findings

Women with autism are very responsive to a therapeutic process that validates their experiences. Helping individuals and their support systems learn more about autism and their unique profile can enhance understanding and self-acceptance. Strategies to increase emotional awareness and reduce victimization are emphasized. Understanding sensory triggers and executive functioning challenges enable individuals to make useful adaptations. Building skills and setting parameters on time and energy help to stave off autistic burnout.

Practical implications

The impact of the INVEST model goes beyond the therapist’s office and can be applied to multiple settings. All professionals have the opportunity to treat autistic women with respect, validation and an assumption of competence.

Originality/value

Clinical program are scarce for individuals with autism, especially women. The INVEST model is the beginning of a discussion of what can help autistic women thrive.

Details

Advances in Autism, vol. 5 no. 3
Type: Research Article
ISSN: 2056-3868

Keywords

Content available
Article
Publication date: 18 February 2022

Prashant Kumar, Khyati Shetty, Jason R. Fitzsimmons and Steven George Hayes

Abstract

Details

Journal of Fashion Marketing and Management: An International Journal, vol. 26 no. 2
Type: Research Article
ISSN: 1361-2026

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