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Article
Publication date: 16 January 2020

Arch G. Woodside, Marylouise Caldwell and Jennifer Rebecca Calhoun

This study defines service breakdowns, service breakdown prevention, and “servicide” as they relate to service-dominant logic. The study reviews relevant relevant…

Abstract

Purpose

This study defines service breakdowns, service breakdown prevention, and “servicide” as they relate to service-dominant logic. The study reviews relevant relevant literature on these three topics. This study categorizes real-life examples into five levels of dramatic turns toward service degradations and breakdowns that range from customer being aware but not mentioning service inadequacy to the service breakdown resulting in death of the customer or service provider. Taking initial steps in developing dramatic turn theory and improving the practice of service breakdown prevention are the major contributions of this study.

Design/methodology/approach

This study is a conceptual contribution that includes a dramatic turn role-playing exercise (at category 4 among five categories of dramatic turns for pedagogical/on-site enacting/practicing and training of service professionals. The study emphasizes and shows how to create and enact role-playing scenarios to increase requisite variety, provide training modules and increase skills/expertise in service enactment contexts.

Findings

Before explicit reviewing of the dramatic-turn performances, some of the participants as actors as well as audience members in role-play dramatic turns were quick to blame the customer behavior as the principal cause for the service breakdown. The study’s exposition stresses prevention of negative dramatic turns follows from experiencing and coaching a wide variety of customer and server interactions – achieving “richness” in enactments.

Research limitations/implications

Research on service breakdown prevention needs to include field experiments on the efficacy of training programs for effective management of dramatic turns.

Practical implications

Training of service workers and service managers in experiencing/participating in dramatic turns is likely to be beneficial in reducing the severe adverse outcomes and unintended consequences of service breakdowns. Prevention, not only service failure recovery, needs to be an explicit focus in hospitality management training and assessment.

Social implications

This study suggests tools and procedures to reduce the instances of the need for service breakdown recoveries.

Originality/value

The study calls attention and contributes a way forward in managing dramatic turns in hospitality service contexts. The study provides a nascent configurational theoretical foundation of dramatic-turn propositions. Given the severity of financial costs and loss of brand/firm reputation following the occurrence of extreme dramatic turns, a research focus on service breakdown prevention is necessary.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 2
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 12 June 2019

Karin Fuchs and Peggy Ravoux

The purpose of this paper is to present the service model and evaluation of Southwark Enhanced Intervention Service (EIS). EIS is an intensive community service for adults…

Abstract

Purpose

The purpose of this paper is to present the service model and evaluation of Southwark Enhanced Intervention Service (EIS). EIS is an intensive community service for adults with intellectual disabilities whose behaviours challenge in the context of the Transforming Care agenda.

Design/methodology/approach

The service model is described and the following evaluation data over four years are presented: key performance indicators, descriptive data, clinical outcomes, financial outcomes and qualitative feedback on users’ experience.

Findings

The EIS has demonstrated good outcomes for a small number of adults with complex needs by supporting them at crisis point locally and preventing hospital admission or a move to a restrictive environment out of area. EIS has also supported the successful transition back to area of a small number of adults with complex needs. The evaluation has shown improvements in behaviour, wellbeing and quality of life as well as demonstrating financial savings. Families’ and providers’ qualitative feedback indicates that the service has been highly valued and in particular the access to timely multidisciplinary coordination of input.

Originality/value

The service was developed around the same time as the start of the Transforming Care agenda. It presents findings of a four-year evaluation at a time when there is limited evaluation of such service models focusing on the Transforming Care aims. The paper presents significant findings in support of guidance and recommendations published more recently as well as reflections on components of effective service delivery.

Details

Advances in Mental Health and Intellectual Disabilities, vol. 13 no. 3/4
Type: Research Article
ISSN: 2044-1282

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Article
Publication date: 1 September 1999

Low Sui Pheng, David K.H. Ho and Yeap Soon Ann

A study of property developers in Singapore showed that their crisis management capabilities are influenced by their size and opinion. Developers generally concentrate on…

Abstract

A study of property developers in Singapore showed that their crisis management capabilities are influenced by their size and opinion. Developers generally concentrate on preparing formal procedures to deal with crises pertaining to breakdowns. Explicit procedures to deal with crises in the areas of psychopathology and human resource factors were often found lacking. Few developers implement damage containment mechanisms for external information attack and human resource factors, much less effect the same for psychopathic attacks. Developers have identified the key personnel, tasks, services and products necessary to conduct business operations. However, the ability of developers to recover from crisis situations is hampered by the lack of alternative sites for their critical operations and backups to crucial business function. Although it is the requirement of the developers to discuss the lessons learned for those involved in accidents and crisis, the ability to learn from past mistakes is often impeded by the assignment of blame.

Details

Property Management, vol. 17 no. 3
Type: Research Article
ISSN: 0263-7472

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Book part
Publication date: 1 November 2007

Irina Farquhar and Alan Sorkin

This study proposes targeted modernization of the Department of Defense (DoD's) Joint Forces Ammunition Logistics information system by implementing the optimized…

Abstract

This study proposes targeted modernization of the Department of Defense (DoD's) Joint Forces Ammunition Logistics information system by implementing the optimized innovative information technology open architecture design and integrating Radio Frequency Identification Device data technologies and real-time optimization and control mechanisms as the critical technology components of the solution. The innovative information technology, which pursues the focused logistics, will be deployed in 36 months at the estimated cost of $568 million in constant dollars. We estimate that the Systems, Applications, Products (SAP)-based enterprise integration solution that the Army currently pursues will cost another $1.5 billion through the year 2014; however, it is unlikely to deliver the intended technical capabilities.

Details

The Value of Innovation: Impact on Health, Life Quality, Safety, and Regulatory Research
Type: Book
ISBN: 978-1-84950-551-2

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Article
Publication date: 9 September 2014

Jemaima Tiatia-Seath

– The purpose of this paper is to discuss the engagement of Pacific peoples in mental health services in Aotearoa New Zealand and Pacific strategies for suicide prevention.

Abstract

Purpose

The purpose of this paper is to discuss the engagement of Pacific peoples in mental health services in Aotearoa New Zealand and Pacific strategies for suicide prevention.

Design/methodology/approach

This qualitative study involved 22 interviews with Samoans who had made a suicide attempt and/or had suicide ideation, were engaged in a mental health service.

Findings

Narratives of mental health services and suicide prevention focused on issues of cultural competency, the importance of family involvement, dichotomous views of western and traditional beliefs around mental illness and the unsuccessful engagement of Pacific youth.

Originality/value

This research argues that cultural considerations for Pacific communities are of paramount importance if mental health service engagement and developments towards Pacific suicide prevention strategies are to be effective.

Details

Ethnicity and Inequalities in Health and Social Care, vol. 7 no. 3
Type: Research Article
ISSN: 1757-0980

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Article
Publication date: 7 November 2016

Nima Herman Shidende, Margunn Aanestad and Faraja Igira

This paper presents a work-centred study of how information systems practices and tools become shaped by their context. The purpose of this paper is to increase the…

Abstract

Purpose

This paper presents a work-centred study of how information systems practices and tools become shaped by their context. The purpose of this paper is to increase the understanding of how practices and tools co-evolve, with a specific focus on the role of context, and based on this to offer relevant design implications. The empirical motivation comes from attempts to utilize information and communication technologies (ICT) in resource-constrained settings.

Design/methodology/approach

Empirical work was conducted in primary healthcare facilities in Tanzania that offer Prevention of Mother-To-Child Transmission services. Four health facilities with different organizational and socio-economic characteristics were studied using ethnographic methods (participant observation, interviews and document analysis). The authors have employed activity theory as the theoretical framework, since it explicitly places human activity within a cultural, social and temporal (developmental) context. Specifically, the concept of mediation breakdown was used for data analysis at activity, action and operation levels.

Findings

By focussing analytically on situations of mediation breakdown in the situation of use, at both an activity, action and operation level, the authors have achieved an understanding of how information tools are being adapted to both their contextual conditions and the information needs of the community of users.

Research limitations/implications

The study illustrates the decisive role that context may play in shaping the actual usage of information technology. While the detailed findings were specific to the concrete domain, time and place, in general, an increased awareness of the role of context may lead to more robust approaches to the introduction of ICT solutions.

Originality/value

While activity theory literature offers insight on how to analyse context, the discussion is limited to the understanding of how context can be modelled into artefacts. The paper suggests that the contradiction concept is useful for studying the role of context and its impact in co-evolution of work and information tools. The study also contributes to the discourse in health information systems in developing countries by emphasizing the crucial role of the front line health workers’ own problem solving, invention and adaptation of information tools.

Details

Information Technology & People, vol. 29 no. 4
Type: Research Article
ISSN: 0959-3845

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Article
Publication date: 27 September 2010

Jane Tunstill, Jane Aldgate and June Thoburn

This article describes the contrast between the clearly expressed and optimistic intentions of section 17 of the Children Act 1989, namely to produce a genuine service

Abstract

This article describes the contrast between the clearly expressed and optimistic intentions of section 17 of the Children Act 1989, namely to produce a genuine service continuum that will promote and safeguard the welfare of children, and the reality of the post‐1989 implementation process. It shows how, over decades, perennial challenges have consistently skewed the balance between proactive family support services and reactive crisis‐driven responses in favour of the latter. Drawing on government‐commissioned evaluations, including two on out‐of‐home care and family centres respectively, the authors conclude that the Act has failed to change this balance for the better. Primary factors in this include inadequate funding and the risk‐averse responses of policy‐makers and politicians.

Details

Journal of Children's Services, vol. 5 no. 3
Type: Research Article
ISSN: 1746-6660

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Article
Publication date: 1 August 2008

I.P.S. Ahuja and J.S. Khamba

The purpose of this paper is to review the literature on Total Productive Maintenance (TPM) and to present an overview of TPM implementation practices adopted by the…

Abstract

Purpose

The purpose of this paper is to review the literature on Total Productive Maintenance (TPM) and to present an overview of TPM implementation practices adopted by the manufacturing organizations. It also seeks to highlight appropriate enablers and success factors for eliminating barriers in successful TPM implementation.

Design/methodology/approach

The paper systematically categorizes the published literature and then analyzes and reviews it methodically.

Findings

The paper reveals the important issues in Total Productive Maintenance ranging from maintenance techniques, framework of TPM, overall equipment effectiveness (OEE), TPM implementation practices, barriers and success factors in TPM implementation, etc. The contributions of strategic TPM programmes towards improving manufacturing competencies of the organizations have also been highlighted here.

Practical implications

The literature on classification of Total Productive Maintenance has so far been very limited. The paper reviews a large number of papers in this field and presents the overview of various TPM implementation practices demonstrated by manufacturing organizations globally. It also highlights the approaches suggested by various researchers and practitioners and critically evaluates the reasons behind failure of TPM programmes in the organizations. Further, the enablers and success factors for TPM implementation have also been highlighted for ensuring smooth and effective TPM implementation in the organizations.

Originality/value

The paper contains a comprehensive listing of publications on the field in question and their classification according to various attributes. It will be useful to researchers, maintenance professionals and others concerned with maintenance to understand the significance of TPM.

Details

International Journal of Quality & Reliability Management, vol. 25 no. 7
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 1 January 2004

Cheri A. Young, David L. Corsun and Rachel S. Shinnar

Managers in manufacturing environments often engage in fire‐fighting rather than taking a more proactive approach to management. It is argued that, although often…

Abstract

Managers in manufacturing environments often engage in fire‐fighting rather than taking a more proactive approach to management. It is argued that, although often necessary, fire‐fighting has negative consequences associated with a focus on solving organizational symptoms rather than problems or predicaments. Additionally, many believe the empowerment of front‐line service workers is key to a successful service recovery procedure or program. Three different types of empowerment – service recovery, problem solving, and customer service – are presented and it is shown that service recovery empowerment is associated with fire‐fighting. The practical, managerial implications of these three types of empowerment, and of fire‐fighting, are discussed.

Details

International Journal of Contemporary Hospitality Management, vol. 16 no. 1
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 1 May 1986

James Lawrenson

Organisations either keep spares for their own use, or‐for‐sale to other organisations. In either case, the ultimate need is to be able to replace worn or defective parts…

Abstract

Organisations either keep spares for their own use, or‐for‐sale to other organisations. In either case, the ultimate need is to be able to replace worn or defective parts in operational machinery or equipment. In an economic sense, spares are kept to meet the needs of the situation in the cheapest way.

Details

International Journal of Physical Distribution & Materials Management, vol. 16 no. 5
Type: Research Article
ISSN: 0269-8218

1 – 10 of over 2000