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In an era where complex technological advances increasingly govern service delivery, it is incumbent on service firms to pioneer innovative strategies to sustain customer engagement and cultivate loyalty. This conceptual paper examines the transformative potential of artificial intelligence (AI) in the realm of online customer communities, with a particular focus on its creation, management and enhancement facets. The authors explore how AI can revolutionize the dynamics of customer interaction, feedback mechanisms and overall engagement within the service industry.

This conceptual paper draws from marketing and management literature focusing on customer communities and AI in service and customer engagement contexts with a robust future research agenda.

A classification of online customer community engagement is provided along with a conceptual framework to guide our understanding of the integration of AI into online customer communities.

This exploration underscores the imperative for service firms to embrace AI-driven approaches to online customer community management, not only as a means to optimize their operations but as a vital strategy to stay competitive in the ever-evolving digital landscape. This paper examines the novel combination of AI with online customer communities and provides the framework in the form of an input-process-output (IPO) model for future research into this integration.

This research investigates the presence of communitarian philosophy within contemporary Scottish public library strategy, exploring links between philosophy, politics and practice.

The paper follows a qualitative research approach, combining content analysis and discourse analysis methodologies for the analysis of a corpus of Scottish public library trust documentation according to a thematic framework of communitarian values.

The analysis revealed strong links between trust strategy and communitarian values but also highlighted contradictions within this form of communitarianism which belied a deeper neoliberal philosophical foundation. The research therefore identified a communitarian strategic service shift which introduced benefits of social inclusion, community autonomy and common good but also brought concerns of an inherently weakened communal foundation and the survival of a neoliberal status quo.

The analysis is focused on strategy in Scotland only and thus can only claim to be representative of that country. However, the growth in communitarian strategies in the public sector is informed from the analysis undertaken.

The paper provides a novel analysis of public library strategy and thus contributes to the understanding of public library practice in the modern era.

The impacts of communitarian philosophy in the public sphere are under-researched and how these changes impact the mission of libraries needs to be better understood.

This is the first analysis to consider public library strategy from a communitarian point of view. As such, it provides novel insights into a growing area of public service development.

This paper aims to provide new insights into and offer potential solutions to the challenges encountered by mental health services working with remote, rural or underserved communities in the UK.

In this paper, the authors reflect on the utility of integrating conventional clinical approaches, with preventive care and empowering work within the community, to provide culturally sensitive and accessible mental health services. The authors describe an example of community intervention from a mental health service in Ghana designed to enhance reach within remote and rural communities and identify potential lessons for practice in the UK.

The partnership between community mental health services and the rural communities, including families and existing social frameworks, applies collaborative care to overcome the lack of resources and facilitate the acceptability of mental health services to the local population. There are a series of important lessons from this experience including the importance of understanding the culture of a community to optimise reach and the importance of working IN the community and WITH the community.

This paper is novel because it provides learning from a model of care applied in the global south that has potential for implementation with underserved populations in the UK. The authors suggest a reframing of the notion of community care to encompass existing frameworks of community, not merely a biomedical conceptualisation.

Despite the substantial body of international research exploring the effects of forced migration on mental health and the obstacles faced by refugee cohorts in accessing mental health services, there is a lack of in-depth studies specifically focusing on Bosnian refugees in Australia – one of the largest ethnic groups of displaced peoples. This qualitative investigation seeks to convey the experiences of mental health services by five Bosnian refugees in Melbourne, highlighting perceived pathways and barriers to service utilisation. This study aims to address two primary research questions: firstly, what characterises the experiences of Bosnian refugees in Australia when accessing mental health services? Secondly, what are the main barriers encountered by this population when seeking mental health services?

This study used qualitative inquiry and in-depth interviews to investigate the experiences of Bosnian refugees with mental health services in Australia. Data was collected through face-to-face interviews with five Melbourne-based Bosnian refugees who had previously accessed mental health services. Participants were recruited from community groups or associations using purposive sampling. Thematic analysis was used.

Key themes were revealed, such as the crucial role of social and community services, preferences for individual vs group therapy, potential re-traumatisation from therapeutic engagement, distrust of government-run mental health services and concerns regarding psychopharmaceutical prescription practices. Addressing barriers to mental health service access necessitates a multifaceted approach, including flexible social and community service support, an increased number of co-ethnic professionals and a recognition of cultural variations for effective service provision. Implementing these strategies can enhance help-seeking behaviours, provide culturally appropriate mental health services and improve the experiences of Bosnian refugees in Australia.

To the best of the authors’ knowledge, this study is the first to qualitatively explore how Bosnian refugees in Melbourne perceived the adequacy and availability of mental health services upon arrival to Australia. They are a large and potentially vulnerable community, due to experiences of war trauma and dislocation from country of origin. A lack of understanding regarding how this cohort engage with mental health services can lead to persistent inequities and ineffective service provision. This study identifies unique experiences and perspectives of Bosnian refugee participants, including distrust of government-run mental health services, and concerns regarding psychopharmaceutical prescription practices. This research is expected to contribute positively to the discourse on mental health service provision for Bosnian refugees and wider refugee communities in Australia.

This chapter explores the significance and implementation of family planning practices, emphasizing their vital role in enhancing reproductive health outcomes. This chapter conducts an in-depth examination of family planning practices within marginalized communities in Bangladesh, shedding light on the unique challenges and opportunities faced by these populations. By uncovering the nuances of family planning practices in marginalized contexts, this chapter underscores the need for tailored and culturally sensitive family planning programs. It advocates for program designs that facilitate the effective adoption of family planning practices among marginalized communities, ultimately promoting better reproductive health outcomes. Furthermore, this chapter highlights the importance of empowerment strategies in reaching and engaging marginalized communities. Through practice enhancement initiatives, it seeks to empower marginalized populations with the knowledge and resources necessary to make informed decisions about family planning, thereby contributing to improved reproductive health and overall well-being.

This program evaluation aimed to investigate the benefits and challenges of an international, intercultural, e-community-engagement experience involving youth and higher education students. The authors sought to understand the meaning that participants would make of an international, intercultural, e-community-engagement experience.

The program evaluation component of this project was qualitative, participatory and action-oriented. It was composed of online reflection sessions with small, international groups of higher education students from Iraq, India, Morocco, South Africa and the USA immediately following each of five interactive exchange sessions with youth from South Africa. It also included one culminating reflection session to which all of the higher education student participants were invited and a written questionnaire that was completed by the youth participants at the conclusion of the project. The reflection sessions were recorded and transcribed. Transcripts and survey data were reviewed for emergent themes.

Cultural exposure emerged as the primary theme with participants valuing the opportunity to learn about different cultures and to connect with individuals from across the globe.

This program evaluation was not designed as a generalizable study. This pilot initiative provides evidence of the potential value and importance of international, intercultural e-community-engagement experiences for youth and higher education students.

The potential value of technology to build exchange opportunities for young people is immense and largely untapped. International, intercultural e-community-engagement initiatives can be made available to students globally with relatively limited resources. A highly structured and focused plan provides clarity about expectations and requirements for students. A high level of commitment is required by all participants, including the faculty coordinators.

Although the project was brief, exposure to numerous countries and cultures allowed participants to challenge their assumptions about different peoples and places in the world. The potential benefits for greater compassion and understanding of communities and cultures in an international context are high.

This program evaluation contributes to and extends the literature on the possibilities and challenges of international e-community-engagement; it demonstrates the potential for e-community-engagement across multiple countries to broaden students' exposure to and interest in global perspectives.

Municipalities seek new opportunities for co-producing services in rural areas. One potential partner is community-based social enterprises (CBSEs). However, whilst service co-production through CBSEs obscures the traditional roles of actors, it may lead to a legitimation crisis in local service provision. In this paper, the ways CBSEs are legitimised as service providers in rural areas are addressed from the CBSE and municipality perspectives.

Empirical data combine interviews with CBSE representatives and open-ended national survey responses from municipality decision-makers. The data analysis is based on a qualitative content analysis to examine legitimation arguments.

Results show that unestablished legitimacy and un-institutionalised support structures for co-production models build mistrust between CBSEs and municipalities, which prevents the parties from seeing the benefits of cooperation in service production.

The research focusses on the legitimation of CBSEs in service co-production in rural areas. As legitimation seems to be a context-specific process, future research is needed regarding other contexts.

Municipalities interested in the co-production of services might benefit from establishing a collaborative and responsive (rural) service policy forum that would institutionalise new models of co-production and enable better design and governance of service provision.

Results will give new theoretical and practical insights into the importance of legitimacy in the development of service co-production relationships.

Most prisoners are eventually returned to their communities, making their transition into the community and aftercare a fundamental aspect of successful re-entry. This paper aims to explore the stages of someone’s reintegration from pre-release, through to reintegration and desistance and consider the factors relevant to the re-entry process for those who have offended and how to enhance this process. The aim of this paper was twofold; first to highlight the various factors and issues involved in the re-entry and reintegration process, particularly for those who are released after imprisonment and, second, to consider the significance of aftercare services in facilitating this process.

This paper opted for a brief review of the literature regarding incarceration and reintegration and some of the gaps in the literature. This paper will commence with a discussion of the effects of imprisonment on those who are incarcerated, then a consideration of the re-entry process, followed by a discussion of the reintegration process and desistance. Following will be reflections regarding the implications for practice. A case study is used to illustrate these points.

The current paper proposes a framework by which organisations and service providers working with those who are released from prison can use or incorporate into their practice to enhance aftercare support. The case study is used as an example to further illustrate this.

Implications for practice are also considered as well as recommendations to aid the re-entry and aftercare process. Suggestions are also offered to those agencies that are responsible for the provision of aftercare services for those released from prison.

This paper offers some considerations regarding the importance of the preparing and planning for release with a specific focus on aftercare services and their role in the re-entry and reintegration process.

As host to over one million Syrian refugees, Lebanon continues to experience challenges addressing the needs of refugee families. This research examined the experiences of Syrian families with the refugee support system in Lebanon. The purpose of this study was to better understand the strengths and gaps in existing mechanisms of support for these Syrian families, including informal support from family, neighbors and community and more formalized support provided through entities such as nongovernmental organizations and United Nations agencies.

Data were collected from 46 families displaced by the war and living in Lebanon (N = 351 individuals within 46 families). Collaborative family interviews were conducted with parents, children and often extended family.

The data identified both strengths and gaps in the refugee support system in Lebanon. Gaps in the refugee support system included inadequate housing, a lack of financial and economic support, challenges with a lack of psychosocial support for pregnant women and support for disabled youth. Despite these challenges, families and community workers reported informal community support as a strong mediator of the challenges in Lebanon. Furthermore, the data find that organizations working with Syrian families are utilizing informal community support through capacity building, to create more effective and sustainable support services.

This study provides an overview of strengths and gaps in supports identified by refugees themselves. The research will inform the development and improvement of better support systems in Lebanon and in other refugee–hosting contexts.

The concept of green urban mobility has emerged as one of the best approaches for promoting environmental-friendly transportation in local communities. Green urban mobility aims to reshape public transportation system and enhance mobility, with emphasis on deploying digital technologies to promote sustainable public transportation. Therefore, this study aims to analyze existing public transportation policies by exploring how local communities can facilitate green urban mobility by developing a sociotechnical urban-based mobility model highlighting key factors that impact regions transitioning toward sustainable transportation.

This study investigates “the role of data for green urban mobility policies toward sustainable public transportation in local communities” in the form of a systematic literature review and insights from Norway. Secondary data from the literature and qualitative analysis of the national transport plan document was descriptively analyzed to provide inference.

Findings from this study provides specific measures and recommendations as actions for achieving a national green mobility practice. More important, findings from this study offers evidence from the Norwegian context to support decision-makers and stakeholders on how sustainable public transportation can be achieved in local communities. In addition, findings present data-driven initiatives being put in place to promote green urban mobility to decrease the footprint from public transportation in local municipalities.

This study provides green mobility policies as mechanisms to be used to achieve a sustainable public transportation in local communities. Practically, this study advocates for the use of data to support green urban mobility for transport providers, businesses and municipalities administration by analyzing and forecasting mobility demand and supply in terms of route, cost, time, network connection and mode choice.

This study provides factors that would promote public and nonmotorized transportation and also aid toward achieving a national green urban mobility strategy. Socially, findings from this study provides evidence on specific green urban mobility measures to be adopted by stakeholders in local communities.

This study presents a sociotechnical urban-based mobility model that is positioned between the intersection of “human behavior” and “infrastructural design” grounded on the factors that influence green urban mobility policies for local communities transiting to a sustainable public transportation. Also, this study explores key factors that may influence green urban mobility policies for local communities toward achieving a more sustainable public transportation leading to a more inclusive, equitable and accessible urban environment.