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Article
Publication date: 9 November 2010

Holly Corlett and Helen Miles

This study examines the implementation of the recovery model or ‘philosophy’ in a secure NHS forensic service. Twenty‐six (86.7%) staff and seventeen (70.8%) mentally disordered…

Abstract

This study examines the implementation of the recovery model or ‘philosophy’ in a secure NHS forensic service. Twenty‐six (86.7%) staff and seventeen (70.8%) mentally disordered offenders (MDOs) were interviewed in Spring 2009 from the rehabilitation and pre‐discharges units in a medium secure forensic service in Kent, UK. Their views on recovery were measured using the Developing Recovery Enhancing Environments Measure (DREEM: Ridgeway & Press, 2001). Staff consistently rated all 24 elements of recovery as more important than the MDOs. Staff also rated the elements of recovery as better implemented, except Intimacy and Sexuality. There was a significant effect of MDOs' forensic history (restriction status and index offence type) on ratings of how well elements of recovery were implemented. Staff and MDOs rated all elements of recovery as at least moderately important (above median value). The implications of the recovery philosophy in forensic mental health services are discussed.

Details

The British Journal of Forensic Practice, vol. 12 no. 4
Type: Research Article
ISSN: 1463-6646

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Article
Publication date: 1 July 2006

Jeff Watson

To provide a conceptual document to generate discussion on the subject of licensed aircraft engineer training.

1110

Abstract

Purpose

To provide a conceptual document to generate discussion on the subject of licensed aircraft engineer training.

Design/methodology/approach

To identify the problems both in the private sector and in the education sector with regards to engineer training and to utilise the strengths of both to provide a solution.

Findings

This paper highlights the current growth of the aviation sector and the continuing skills gap. It identifies the problems to industry of legislation changes with regards to training. Identifies the problems to the education sector of high start up costs for aircraft licensed engineer training. Provides a solution to training which makes best use of the strengths of industry and education within existing legislative restrictions.

Research limitations/implications

Based on experience and many discussions with the private and education sector and with regards to the particular problems currently being faced by those wanting to enter the aircraft maintenance sector.

Practical implications

It is hoped this document will generate a lively debate between the private and public sector.

Originality/value

This paper fulfils an identified training need and offers a practical solution to overcome a national skills shortage.

Details

Aircraft Engineering and Aerospace Technology, vol. 78 no. 4
Type: Research Article
ISSN: 0002-2667

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Content available
Article
Publication date: 7 September 2012

Robin Johnson

176

Abstract

Details

Housing, Care and Support, vol. 15 no. 3
Type: Research Article
ISSN: 1460-8790

Article
Publication date: 12 October 2017

Chuanchuen Akkawanitcha and Paul G. Patterson

The purpose of this paper is to examine the impact of a loss of face on the psychological well-being of frontline employees (FLEs) in an Eastern cultural context (Thailand) when…

Abstract

Purpose

The purpose of this paper is to examine the impact of a loss of face on the psychological well-being of frontline employees (FLEs) in an Eastern cultural context (Thailand) when subjected to customer aggression. Importantly, it adopts a contingency approach and examines moderating effects by which social status, a “customer is always right” organisational philosophy and a public/private context impact the nature of the association between customer aggression and loss of face. Finally, it examines the moderating effect of regulation of emotion on the association between loss of face on psychological well-being.

Design/methodology/approach

A survey, administered to 319 FLEs in retail stores in Thailand, asked them to recall a recent experience dealing with customer aggression. The data were analysed using structural equation modelling and a moderator regression.

Findings

Customer aggression expressions are associated with FLEs’ loss of face, which in turn affects FLEs’ emotional exhaustion and anxiety. FLEs social status and a “customer is always right” organisational philosophy moderate the association between customer aggression and loss of face, and FLEs’ loss of face is greater when their physical well-being is threatened publicly rather than in private. In addition, regulation of emotion was found to increase the negative impact of loss of face on emotional exhaustion.

Practical implications

The way FLEs respond to customer aggression during service encounters, as well as the FLEs’ status and the context, can intensify their loss of face and psychological well-being. This has implications for the extent to which organisations impose a “customer is always right” dictum on FLE, as well as the need for counselling and peer support immediately following customer aggression incidents.

Originality/value

This study is the first to investigate the moderating effects of social status, a “customer is always right” philosophy and public/private context on the expression of customer aggression and FLEs’ accompanying loss of face. In other words, rather than simply examining what causes face loss, the authors shift the focus from the “Is” question to “When” – i.e., under what contingency condition is there more or less face loss?

Details

Journal of Service Theory and Practice, vol. 27 no. 6
Type: Research Article
ISSN: 2055-6225

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