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1 – 10 of 134Elizabeth McCay, Celina Carter, Andria Aiello, Susan Quesnel, Carol Howes, Heather Beanlands, John Langley, Bruce MacLaurin, Steven Hwang, Linda Cooper and Christina Lord
The purpose of this paper is to evaluate the effectiveness of the dialectical behavior therapy (DBT) training which was provided to community agency staff (N=18) implementing DBT…
Abstract
Purpose
The purpose of this paper is to evaluate the effectiveness of the dialectical behavior therapy (DBT) training which was provided to community agency staff (N=18) implementing DBT in the community with street-involved youth.
Design/methodology/approach
Staff participated in a multi-component approach to training which consisted of webinars, online training, self-study manuals, and ongoing peer consultation. To evaluate assess the effectiveness of the training, questionnaires assessing evaluating DBT skills knowledge, behavioral anticipation and confidence, and DBT skills use, were completed at baseline, immediately post-training, four to six months post-training, and 12-16 months post-training. Additionally, the mental health outcomes for youth receiving the DBT intervention are reported to support the effectiveness of the training outcomes.
Findings
Results demonstrate that the DBT skills, knowledge, and confidence of community agency staff improved significantly from pre to post-training and that knowledge and confidence were sustained over time. Additionally, the training was clinically effective as demonstrated by the significant improvement in mental health outcomes for street-involved youth participating in the intervention.
Practical implications
Findings suggest that this evidence-based intervention can be taught to a range of staff working in community service agencies providing care to street-involved youth and that the intervention can be delivered effectively.
Originality/value
These findings help to close the knowledge-practice gap between evidence-based treatment (EBT) research and practice while promoting the implementation of EBT in the community to enhance positive youth outcomes.
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Lynn Weiher, Christina Winters, Paul Taylor, Kirk Luther and Steven James Watson
In their study of reciprocity in investigative interviews, Matsumoto and Hwang (2018) found that offering interviewees water prior to the interview enhanced observer-rated rapport…
Abstract
Purpose
In their study of reciprocity in investigative interviews, Matsumoto and Hwang (2018) found that offering interviewees water prior to the interview enhanced observer-rated rapport and positively affected information provision. This paper aims to examine whether tailoring the item towards an interviewee’s needs would further enhance information provision. This paper hypothesised that interviewees given a relevant item prior to the interview would disclose more information than interviewees given an irrelevant item or no item.
Design/methodology/approach
Participants (n = 85) ate pretzels to induce thirst, engaged in a cheating task with a confederate and were interviewed about their actions after receiving either no item, an irrelevant item to their induced thirst (pen and paper) or a relevant item (water).
Findings
This paper found that receiving a relevant item had a significant impact on information provision, with participants who received water providing the most details, and significantly more than participants that received no item.
Research limitations/implications
The findings have implications for obtaining information during investigative interviews and demonstrate a need for research on the nuances of social reciprocity in investigative interviewing.
Practical implications
The findings have implications for obtaining information during investigative interviews and demonstrate a need for research on the nuances of social reciprocity in investigative interviewing.
Originality/value
To the best of the authors’ knowledge, this study is the first to experimentally test the effect of different item types upon information provision in investigative interviews.
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Peeraya Thongkruer and Sawat Wanarat
In practice and in literature, logistics service quality is one of the key concepts in any service industry, including airlines. However, the breadth of content and the…
Abstract
Purpose
In practice and in literature, logistics service quality is one of the key concepts in any service industry, including airlines. However, the breadth of content and the inconsistent accounts make comprehensive understanding of service quality elusive, thereby necessitating the conduct of a systematic review of the literature on service quality in the context of airlines. In doing so, this study aims to provide a clear, consistent and current overview of the literature, enabling the advancement of theory and research in service quality.
Design/methodology/approach
In particular, this study presents several aspects of logistics service quality based on the 52 articles reviewed published between 1993 and 2019. Content analysis was used to analyze the data in terms of key attributes of service quality from the selected articles.
Findings
Following an analysis, this study summarizes the antecedents and consequences, along with mediators and moderators, and develops a review framework of service quality.
Research limitations/implications
This study provides a starting point for understanding logistics service quality in a context of airline where choice of perspective (at three different perspectives) and framing of context (where logistics interfaces with marketing function, thereby ensuring a well-functiong synthesis of marketing and service activities in the value chain) are of decisive importance. It also expands an understanding of service quality in marketing field with an integration of logistics function as well as challenging some of the conventional knowledge of the applying logistics in service-based business like the airlines. However, this paper is restricted by several limitations that must be taken into account when applying its findings such as context-specific results,cross-sectional data and recall variables.
Originality/value
This paper provides a clear and consistent concept, as well as a current overview of the literature, which enables advancement in theory and research. It also reveals theoretical underpinnings of the research stream and outlines future research directions. Additionally, it challenges some of the conventional knowledge of the applying logistics on service-based business such as airline which broadens the scope of our thinking and provides a foundation for future study.
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Xingyu Chen, Yitong Wang, Da Tao, Ling Jiang and Shaobo Li
Smartphone multitasking behavior has become prevalent in our daily lives, yet factors influencing smartphone multitasking behavior have not been fully investigated. This study…
Abstract
Purpose
Smartphone multitasking behavior has become prevalent in our daily lives, yet factors influencing smartphone multitasking behavior have not been fully investigated. This study aimed to examine the roles of a set of demographic, personality and motivational factors on smartphone multitasking behavior, and how these factors were related to general and application-specific types of smartphone multitasking behavior.
Design/methodology/approach
A cross-sectional study was conducted in which 2,659 smartphone users were invited to complete an online survey on smartphone multitasking behavior. Hierarchical multiple regression analyses were used to examine the roles of demographic, personality and motivational factors on smartphone multitasking behavior.
Findings
The results showed that, in general, demographic factors, such as gender, age, occupation status, education and smartphone usage time significantly predicted smartphone multitasking behavior. People characterized by agreeableness, extraversion, neuroticism and openness to experience were more likely to multitask with smartphones. Information seeking, efficiency and habit motivations were identified as major motivational factors for smartphone multitasking behavior. The roles of demographic, personality and motivational factors differed much across varied types of application-specific smartphone multitasking behavior.
Originality/value
This study extends and advances the literature on media multitasking, smartphone multitasking in particular, by identifying a set of demographic, personality and motivational factors as antecedents of smartphone multitasking behavior. In addition, this study revealed the differentiated roles of the above-mentioned factors across varied types of smartphone application usages. The findings provide important implications for practitioners to tailor smartphone applications and services to different target smartphone users and use situations.
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The purpose of this paper is to examine the combined performance of momentum and a gross profitability-based strategy. The motivation stems from the strong performance of momentum…
Abstract
Purpose
The purpose of this paper is to examine the combined performance of momentum and a gross profitability-based strategy. The motivation stems from the strong performance of momentum on the short side and profitability on the long side, suggesting a potentially superior combined strategy. Gross profitability is also a measure of firm quality, so that another motivation is to contribute to a growing literature on factor-based investing that includes momentum and quality as potential factors.
Design/methodology/approach
The empirical approach employed in the paper is standard in the asset pricing literature. The firms are sorted into portfolios based on profitability and momentum, and the combined performance is studied through independent double sorting. Both value-weighted and equally weighted returns are reported in case of key empirical results.
Findings
The combined strategy results in superior performance. Specifically, the strategy produces results 2.75 greater than the momentum strategy, and about four times as high as the profitability strategy. The strategy also has much higher Sharpe ratio that improves further when combined with size and value strategies.
Research limitations/implications
The research has significant implications for academics and practitioners alike. A new investment strategy that has not been explored in the literature is presented. The superior performance of the strategy presents a challenge for the market efficiency, and would be of interest to academics and practitioners working in the area of investment management.
Practical implications
There has been a growing interest in multi-factor investing in recent years. The paper documents that superior performance is achieved by combining two of the popular factors, namely profitability and momentum.
Originality/value
The research is the first to study the combined performance of profitability and momentum, and provide evidence on the superiority of the combined strategy.
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Nora Moran, Steven Shepherd and Janice Alvarado
The purpose of this paper is to study how individuals assess responsibility during an uncontrollable event requiring collective action, using crises affecting service workers as…
Abstract
Purpose
The purpose of this paper is to study how individuals assess responsibility during an uncontrollable event requiring collective action, using crises affecting service workers as contexts. Specifically, the authors examine what parties consumers hold responsible for ensuring service worker welfare following an uncontrollable event and determine what factors make customers more open to accepting responsibility for ensuring worker welfare themselves.
Design/methodology/approach
The authors surveyed a nationally representative sample of US consumers regarding their attitudes toward protecting service workers during COVID-19 and used regression analysis to identify factors that predict attributions of responsibility to customers. The authors also conducted an experiment (using a new crisis context) to determine whether certain key factors impact customer perceptions of their own responsibility for helping employees during an uncontrollable event.
Findings
The survey results show US consumers hold firms most responsible for worker welfare, followed by customers and, finally, government. When examining factors that drive attributions of responsibility for customers, perceptions of how sincere firms are in their efforts to help employees predict higher responsibility attributions, and experimental results confirm that higher perceived firm sincerity increases consumers’ own sense of responsibility toward workers.
Social implications
This research identifies factors that affect consumer support for efforts to help service employees and collective action problems more generally.
Originality/value
This research highlights an under-studied crisis context – uncontrollable events that require collective action – and shows how consumers make assessments about their own responsibility (in addition to the responsibility of the service firm) in these contexts.
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Brian F. Blake, Steven Given, Kimberly A. Neuendorf and Michael Horvath
The purpose of this paper is threefold: first, to present a framework of five “facets,” i.e., distinct but complementary ways in which the observed appeal of a consumer shopping…
Abstract
Purpose
The purpose of this paper is threefold: first, to present a framework of five “facets,” i.e., distinct but complementary ways in which the observed appeal of a consumer shopping site’s features can potentially be generalized across product/service domains (the authors call this framework the feature appeal generalization perspective); second, to determine if and how observed feature preferences for consumer electronics, bookstores, and sites “in general” generalize across domains; third, to test hypotheses about the impact of frequency of domain usage upon feature generalizability.
Design/methodology/approach
Via an online survey administered in a controlled laboratory setting, 313 respondents evaluated 26 website features in three domains (books, electronics, general) for a total of 24,414 preference judgments.
Findings
Two facets, individual feature values and within domain evaluative dimensions, revealed minimal generalizability, while there was moderate comparability across all domains in between domain feature correspondence. Personal preference elevation could be generalized between books and general, but not between these two and electronics. Differentiating dimensions showed that preferences were not generalizable from electronics to books and general because consumers wanted electronics features to provide “flashy sizzle” and books/general features to give “comfortable safety.” As hypothesized, patterns of generalizability coincided with frequency of domain usage.
Research limitations/implications
Practitioners should not apply published studies of feature appeal to their domain of interest unless those studies directly analyzed that domain. Scientists should incorporate all five facets in modeling what attracts consumers to commercial websites.
Originality/value
This is the first multidimensional analysis of the generalizability of site feature appeal across business-to-consumer product/service domains, and the first to propose this integrated evaluative framework with its unique facets.
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Alastair W. Watson, Babak Taheri, Steven Glasgow and Kevin D. O’Gorman
Augmenting employees’ commitment is of important interest to hospitality managers, particularly in the branded restaurant industry where the workforce is often transient. This…
Abstract
Purpose
Augmenting employees’ commitment is of important interest to hospitality managers, particularly in the branded restaurant industry where the workforce is often transient. This paper aims to identify and analyse if levels of personal motivation and flow are drivers of commitment, and if the relationship between the variables is moderated by length of service, age and gender.
Design/methodology/approach
The study is a large-scale empirical investigation of hospitality staff in the UK branded restaurants through 1,133 survey responses, measuring levels of personal motivation, flow and commitment, as well as the moderating effects of multi-group differences among age, gender and length of service. Partial least square structural equation modelling (PLS-SEM) is used for analysis of data.
Findings
Using PLS-SEM found personal motivation to be important in determining employees’ level of flow and, in turn, employees’ commitment. Using multi group analysis, results revealed that relationship among personal motivation, flow and commitment played superior role for older employees and working for a long time in a hospitality organisation than those younger and working less than five years. No significant differences between male and female staff are found.
Research limitations/implications
Through finding flow and personal motivations to be drivers of commitment, branded restaurant practitioners can focus on emphasising these elements in their employees to increase commitment. Further, part-time roles are often taken by people likely to be non-committal in their job needs, e.g. students funding their studies. By focussing on extending lengths of service to meet the optimum years identified, managers can fortify their businesses.
Originality/value
The paper is one of few large-scale quantitative studies to examine personal motivation, flow and commitment in the context of UK branded restaurants. It identifies that employees exhibit higher levels of commitment through intrinsic values over time, and establishes relationships between the constructs of flow, personal motivation and commitment.
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Mario Giraldo, Luis Javier Sanchez Barrios, Steven W. Rayburn and Jeremy J. Sierra
Low-income consumers’ perceptions of access and inclusion in financial services, remain underresearched. To fill this gap, the purpose of this study, is to investigate elements of…
Abstract
Purpose
Low-income consumers’ perceptions of access and inclusion in financial services, remain underresearched. To fill this gap, the purpose of this study, is to investigate elements of low-income consumers’ informal and formal financial service experiences, from their personal experience.
Design/methodology/approach
Mixed methods using data collected from low-income consumers in Latin America, reveal a spectrum of consumer perceptions making up access, inclusion and social dependence within financial service experiences. Scales, grounded in the consumer experience, are developed, validated and used to test a model of consumers’ service inclusivity perceptions.
Findings
Service costs, information and documentation difficulty, convenience and social dynamics influence low-income consumers’ perceptions of financial service inclusivity.
Research limitations/implications
Analysis reveals differentiation in the impact of aspects of low-income consumers’ experiences between formal and informal financial services. Working directly with this unique population exposes the nuance of their financial service experiences.
Practical implications
This research provides a more holistic perspective on low-income consumers’ financial service experience and provides contextually relevant scales with robust psychometric properties. Services marketers can use this research to inform design and evaluation of financial service offerings for low-income consumers.
Originality/value
This research contributes to study of the wellbeing of low-income consumers by providing understanding of their financial service experiences from their point-of-view and providing contextually-relevant, empirically validated tools for future inquiry.
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