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Service research holds that as services become more technology dominated, new service provider roles emerge. On a conceptual level, the potential impact of different roles has been discussed with regard to service provider readiness, job performance and overall experience. However, as yet, there is sparse empirical support for these conceptual interpretations. The purpose of this paper is to provide an understanding of the new service provider roles that emerge due to the increase of technology mediation in services.

This study follows a qualitative methodology. Insights are drawn from in-depth interviews with 32 junior and senior health-care service providers (across 12 specialties) and 5 information governance/management staff.

This analysis illustrates that new service provider roles include those of the enabler, differentiator, innovator, coordinator and sense-giver. By adopting these roles, health-care service providers reveal that they can encourage, support and advance technology mediation in services across different groups/audiences within their organizations (e.g. service delivery level, peer-to-peer level, organizational level). This paper further shows the relationships between these new service provider roles.

This study contributes to theory in technology-mediated services by illustrating empirically the range of activities that constitute each role. It also complements prior work by identifying that service providers adopt the additional role of sense-giver. Finally, this paper provides an understanding of how by taking on these roles service providers can encourage, support and advance technology mediation in services across different groups/audiences in their organization.

Detecting and describing intergenerational ambivalence in historical populations is a challenge because historians are dependent, for the most part, upon the evidence that has survived, rather than on evidence elicited by researchers from participants. In this respect, the distant past is more problematic than the recent past, of course; and studies of recent (but past) generations have been able successfully to integrate documentary, statistical, and interview material (Hareven, 1982; Macfarlane, 1977). Still, such studies cover only a short stretch of past time. The purpose of this essay is to review research on family history dealing with the past three or four centuries in order to see how the subject of intergenerational ambivalence has been dealt with, if at all, and how it might need to be incorporated into historical thinking when certain kinds of situations come under scrutiny.

The aim of this study is to better understand how black women utilize capital to frame their entrepreneurial identities in order to become legitimate and thus challenge institutional norms. To achieve this, the study draws on perspectives on legitimacy, identity and capital and focuses on the well-established wine industry in South Africa.

Using in-depth qualitative data from semi-structured interviews, this study delves into the lived experiences of nine black women entrepreneurs and three stakeholders in the South African wine industry. Such a context is unique because of the aspects of exclusion and segregation of black women. The data were supplemented with associated secondary material and were analysed using the constant comparative technique.

This study reveals dissonance, that is, a misfit, between black women's social identities and their entrepreneurial self-identities in the South African wine industry; the study uncovers that specific capital forms allow framing their identity through heroical self-description, exploiting professionalism and enacting new roles to alter the perception of what is socially legitimate in the wine industry.

This study contributes to understanding by highlighting that black women entrepreneurs in the wine industry rebel against the expectation that they must fit into a predetermined role. The study highlights the relevance of legitimacy, identity and capital theoretical perspectives to study an underexplored context and unpack how black women challenge the barriers that affect their entrepreneurial identities in their quest to become legitimate. The value of this study revolves around revealing the underexplored connection between entrepreneurial identity and legitimacy through actions taken by black women entrepreneurs when reworking the role(s) tied to their social identities. The findings suggest the importance of capital, particularly cultural capital, in how black women entrepreneurs become legitimate in the wine industry. Avenues for further research are offered.

The aim of quality assessment is to support the development of learners’ competencies as required in 21st century economies. This paper aims to analyse the role and understanding of heads of department (HoDs) regarding quality assessment and the moderation of school-based assessment (SBA) tasks in tourism, which is a subject in the secondary school curriculum.

To elicit valid findings in this interpretative study, focus group discussions were conducted with 16 participants. The HoDs who participated in this study were purposively sampled based on their role as managers of tourism in their respective schools.

Informed by the context, input, process and output theoretical model, this study identified various elements that impacted the enactment of HoDs’ role in the moderation of SBA tasks, with particular reference to tourism. Despite these HoDs’ understanding of the importance of moderation as a key aspect in assuring quality assessment practices, it was found that the moderation of tourism SBA tasks was generally not conducted meticulously and appropriately.

The qualitative case study on which this paper is based used a limited sample within a restricted timeframe and the results may thus not be generalised. However, the methodology produced trustworthy results and may thus be replicated and extended to other subjects with a practical component for enhanced insights into SBA practices.

This paper highlights the necessity for schools to rely on knowledgeable and principled curriculum leaders, particularly HoDs, for the effective management of assessment and moderation strategies to ensure quality outcomes. The qualitative case study on which this paper is based used a limited sample within a restricted timeframe, and the results may thus not be generalised. However, the methodology produced trustworthy results and may thus be replicated and extended to other subjects with a practical component for enhanced insights into SBA practices.

This paper contributes to the discourse on quality assurance and SBA, with particular focus on how quality assessment can be enhanced in the moderation process of tourism. The insights that this paper share may contribute to improved policy decisions regarding the SBA process in tourism.

The purpose of this paper is to explore how internal auditors’ (IAs) roles have changed because of the diffusion of neoliberal ideologies in the Ukrainian public sector.

A qualitative methodological approach was applied. Data were collected from 29 semi-structured interviews with public sector auditors in Ukraine’s central government; secondary data analysis was also performed.

IAs’ role in Ukraine’s central government has changed significantly, with reforms attempting to move to performance auditing. Consequently, Ukrainian central government IAs appeared in the multi-expectation situation, due to the division of the role senders into two different areas. On one hand, IAs are expected to perform new roles set by the Ministry of Finance of Ukraine, while their traditional role as “watchdogs” is still expected by managers (heads of institutions). Diverging expectations resulted in the role conflict that impedes the change in IAs’ role and performance auditing introduction in the Ukrainian central government. Moreover, we identify factors that motivate IAs to prioritise managers’ expectations, while trying to cope with the existing role conflict in Ukraine’s central government.

This study makes a threefold contribution by enriching the understanding of auditors’ roles, role conflicts that public sector auditors may experience and factors that influence how auditors cope with such conflicts, through the lenses of role theory; exploring the change in roles with the emergence of performance auditing; and shedding light on public sector auditing in the less explored context of a post-Soviet country.

Purpose – This paper aims to contribute to one's understanding of how beginning principals in Hong Kong exercise leadership by exploring the concurrent influence of their inner worlds and the external contexts on their leadership within a reforming environment.

Based on a study of the work lives of beginning principals in Hong Kong, this paper discusses a number of findings which attest to the complexity of the role of principals in a reforming environment and how this is influenced by an amalgam of personal and other contextual factors.

These include a set of categories and sub‐categories which help to frame an understanding of the work lives of beginning principals, and a rough typology of beginning principals.

The paper contains original data about secondary school beginning principals in Hong Kong, illustrating how their personal characteristics interact with other contextual features to shape their leadership.

The purpose of this paper is to investigate how clinicians’ professional background influences their transition into the managerial role and identity as clinical managers.

The authors interviewed and observed 30 clinicians in managerial positions in Norwegian hospitals.

A central finding was that doctors experienced difficulties in reconciling the role as health professional with the role as manager. They maintained a health professional identity and reported to find meaning and satisfaction from clinical work. Doctors also emphasized clinical work as a way of gaining legitimacy and respect from medical colleagues. Nurses recounted a faster and more positive transition into the manager role, and were more fully engaged in the managerial aspects of the role.

The authors advance that health care organizations need to focus on role, identity and need satisfaction when recruiting and developing clinicians to become clinical managers.

The study suggests that the inclusion of aspects from identity and need satisfaction literature expands on and enriches the study of clinical managers.

Studies demonstrate how patient roles in system redesign teams reflect a continuum of involvement and influence. This research shows the process by which patients move through this continuum and effectively engage within redesign projects.

The authors studied members of redesign teams, consisting of 5–10 members: clinicians, systems engineers, health system staff and patient(s), from three health systems working on separate projects in a patient safety learning lab. Weekly team meetings were observed, January 2016–April 2018, 17 semi-structured interviews were conducted and findings through a patient focus group were refined. Grounded theory was used to analyze field notes and transcripts.

Results show how the social identity process enables patients to move through stages in a patient engagement continuum (informant, partner and active change agent). Initially, patient and team member perceptions of the patient's role influence their respective behaviors (activating, directing, framing and sharing). Subsequently, patient and team member behaviors influence patient contributions on the team, which can redefine patient and team member perceptions of the patient's role.

As health systems grow increasingly complex and become more interested in responding to patient expectations, understanding how to effectively engage patients on redesign teams gains importance. This research investigates how and why patient engagement on redesign teams changes over time and what makes different types of patient roles valuable for team objectives. Findings have implications for how redesign teams can better prepare, anticipate and support the changing role of engaged patients.

The purpose of this chapter is to review the historical development of identity theory from 1988 to the present, and then outline some thoughts about future directions for the theory.

The chapter discusses major advances in identity theory over the past 25 years such as the incorporation of the perceptual control system into the theory, the introduction of “resources” in which symbolic and sign meanings are important, new views of the social structure, the relevance of the situation in influencing the identity process, the idea of different bases of identities, broadening our understanding of multiple identities, studying identity change, and bringing in emotions into the theory.

Throughout the review, empirical work is identified and briefly discussed that supports the major advances of the theory.

The chapter suggests a number of ways that identity theory may be developed in the future such as examining negative or stigmatized identities. Additionally, there is a discussion as to ways in which the theory may be tied to other theoretical traditions such as affect control theory, exchange theory, and social identity theory.

Identity theory has had a number of applications to various areas in society, including understanding crime, education, race/ethnicity, gender, the family, and the environment.

This is the most recent overview of identity theory over the past 25 years. It becomes clear to the reader that the theory offers a way of understanding the person as a cognitive, emotional, and behavioral agent who influences the structure of society but who is also influenced by the social structure.

Although health-care features prominently in transformative service research, there is little to guide service providers on how to improve well-being and social change transformations. This paper aims to explore actor-level interactions in transformative services, proposing that actors’ complementary health service literacy roles are fundamental to resource integration and joint value creation.

In-depth interviews with 46 primary health-care patients and 11 health-care service providers (HSPs) were conducted focusing on their subjective experiences of health literacy. An iterative hermeneutic approach was used to analyse the textual data linking it with existing theory.

Data analysis identified patients’ and HSPs’ health service literacy roles and corresponding role readiness dimensions. Four propositions are developed describing how these roles influence resource integration processes. Complementary service literacy roles enhance resource integration with outcomes of respect, trust, empowerment and loyalty. Competing service literacy roles lead to outcomes of discredit, frustration, resistance and exit through unsuccessful resource integration.

Health service literacy roles – linked to actor agency, institutional norms and service processes – provide a nuanced approach to understanding the tensions between patient empowerment trends and service professionals’ desire for recognition of their expertise over patient care. Specifically, the authors extend Frow et al.’s (2016) list of co-creation practices with practices that complement actors’ service literacy and role readiness. Based on a service perspective, the authors encourage transformative service researchers, service professionals and health service system designers, to recognize complementary health service literacy roles as an opportunity to support patients’ resources and facilitate value co-creation.