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The purpose of this editorial is to call out the practice of using identity-first language and labelling consumers and customers, describing them as “vulnerable” and offers practical strategies for person-first language of consumers/customers experiencing vulnerability.

The authors use Australian Indigenous and Indigenous women’s standpoint theory to reflect on their own use of terminology in the field of consumer/customer vulnerability and use their personal experiences to offer a series of practical strategies.

The authors propose six motivations for the use of person-first language in the field of consumer/customer vulnerability: easy to use, an English language convention, common practice, easy to measure, unintentional ignorance and an “us vs them” mindset.

To the best of the authors’ knowledge, this paper is the first to call out the practice of using identity-first language in the consumer/customer vulnerability field and offer practical strategies to enable person-first language.

This integrative review was conducted to provide an overview of existing research on digital (in)equity and the digital divide in developed countries.

We searched academic and grey literature to identify relevant papers. From 8464 academic articles and 183 grey literature, after two levels of screening, 31 articles and 54 documents were selected, respectively. A thematic analysis was conducted following the steps suggested by Braun and Clarke and results were reported following the Preferred Reporting Items for Systematic Reviews and Meta-Analyses guidelines.

The results showed that most articles and papers were either from Europe or North America. Studies used a range of research methods, including quantitative, qualitative and mixed methods. The results demonstrated four major dimensions of the digital divide among various vulnerable groups, including digital literacy, affordability, equity-deserving group-sensitive content and availability or access to infrastructure. Among vulnerable groups, low-income people were reported in the majority of the studies followed by older adults, racial and ethnic minorities, newcomers/new immigrants and refugees, Indigenous groups, people with disabilities and women. Most reported barriers included lack of access to the internet, digital skills, language barriers and internet costs.

To the best of our knowledge, there have been limited attempts to thoroughly review the literature to better understand the emerging dimensions of digital equity and the digital divide, identifying major vulnerable populations and their unique barriers and challenges. This review demonstrated that understanding intersectional characteristics (age, gender, disability, race, ethnicity, Indigenous identity and immigration status) and their interconnections is crucial for analyzing the dynamics of digital (in)equity and divide.

This research aims to determine to what extent corporate social responsibility (CSR) actions developed by bank entities in Spain improve the vulnerable customers' emotions and quality perception of the banking service. Consequently, this increases the quality of their relationship regarding satisfaction, trust and engagement.

Data from 734 vulnerable banking customers were analyzed through structural equations modeling (EQS 6.2) to test the relationships of the proposed variables.

Vulnerable customers' emotional disposition exerts a strong influence on their perceived service quality. The antecedent effect is concentrated primarily on the CSR towards the client, with a residual secondary weight on the CSR towards society. These positive service emotions are determinants of the outcome quality perceived by vulnerable customers, directly in terms of higher satisfaction and trust and indirectly through engagement.

This research contributes to understanding how financial service providers should adapt to the specific characteristics and needs of vulnerable clients by adopting a strategy of approach, personalization and humanization of the service that seems to move away from the actions implemented by the banking industry in recent years.

This study has adopted a theoretical and empirical perspective on the impact of CSR on service emotions and outcome quality of vulnerable banking customers. Moreover, banks can adopt a dual conception of CSR: a macro and external scope toward society and a micro and internal scope toward customers.

This article examines how the practice of work inclusion towards vulnerable groups can positively affect individual leaders and co-workers. We specifically examine intrapersonal factors like motivation and commitment.

Using a multiple case design, data is gathered through semi-structured interviews in three private Norwegian organizations. Fifteen interviews were conducted and included leaders and co-workers from each organization. Secondary data, such as internal documents regarding the work inclusion policies, sustainability reports and news articles, were also used to describe different organizational approaches toward work inclusion.

Work inclusion activities can positively affect leaders’ and co-workers’ commitment and intrinsic motivation.

This article focuses on the individuals who conduct inclusive behavior and how they benefit from practicing inclusion. Exploring the three companies’ different inclusion policies provides insights into how these are associated with different outcomes. The findings indicate that the policy structure and the practice of inclusion can have positive motivational and commitment effects.

The paper’s main goal is to examine the relationship between the video marketing of financial technologies (Fintechs) and their vulnerable website customers’ brand engagement in the ongoing coronavirus disease 2019 (COVID-19) crisis.

To extract the required outcomes, the authors gathered data from the five biggest Fintech websites and YouTube channels, performed multiple linear regression models and developed a hybrid (agent-based and dynamic) model to assess the performance connection between their video marketing analytics and vulnerable website customers’ brand engagement.

It has been found that video marketing analytics of Fintechs’ YouTube channels are a decisive factor in impacting their vulnerable website customers’ brand engagement and awareness.

By enhancing video marketing analytics of their YouTube channels, Fintechs can achieve greater levels of vulnerable website customers’ engagement and awareness. Higher levels of vulnerable customers’ brand engagement and awareness tend to decrease their vulnerability by enhancing their financial knowledge and confidence.

Fintechs should aim to increase the number of total videos on their YouTube channels and provide videos that promote their customers’ knowledge of their services to increase their brand engagement and awareness, thus reducing their vulnerability. Moreover, Fintechs should be aware not to over-post videos because they will be in an unfavorable position against their competitors.

This research offers valuable insights regarding the importance of video marketing strategies for Fintechs in promoting their vulnerable website customers’ brand awareness during crisis periods.

This paper examines the relationships between bank switching and both customer vulnerability and consumer-oriented policies (financial education and disclosure practices).

The analysis employs microdata from the Special Eurobarometer on Financial Products and Services, for 24 European nations. It carries out a probit estimation on the factors explaining propensity of bank switching, focusing on three characteristics associated with customer vulnerability: an advanced age, low educational attainment and residence in a rural or a relatively poor region.

The authors report that the probability of bank switching is significantly lower for three groups of vulnerable customers: the elderly, the less educated and those living in deprived regions. Further the authors identify that national financial education policies and disclosure practices have no significant effects on bank switching.

Based on these results, the authors propose more targeted policies recognising customers' heterogeneity are required to increase bank switching behaviour.

This paper exploits a unique source of information on bank switching behaviour and customer characteristics across European nations. These data are complemented with information about consumer financial education policies and disclosure practices from the World Bank and geographical, market and regulatory factors at the regional and national levels. The paper contributes to two academic areas. First, it presents further evidence on heterogeneity of bank customer switching behaviour, addressed at improving the understanding of customer vulnerability in banking services. Second, it examines the efficacy of consumer-oriented policies (financial literacy and disclosure practices) in encouraging bank switching.

The purpose of this article’s research was threefold. Firstly, it aimed to investigate how social services professionals coped during the pandemic period by comparing their involvement in five different national contexts. Secondly, it analysed how these professionals have performed their duties according to the street-level bureaucracy theory. Finally, the third question examines social workers' strategies to guide their professional role when they may have had more discretion in their actions. The research also examined whether discretion has increased during this phase and, if so, how it has been exercised.

This article is based on the findings of the project called “Theory and Practice of Social Work in the World in Times of Pandemic”, which was funded by the International Association of Schools of Social Work (IASSW). The project involved 11 universities across five countries in Europe and Latin America, including Argentina, Brazil, Italy, Spain and Sweden. The research was conducted over 24 months to analyse the practices and measures taken to protect vulnerable people by adapting social services during the extraordinary period of the pandemic. In addition, the research explored how the awareness of emergency arose among social workers and how it influenced the services delivered from the perspective of the street-level bureaucracy theory. In different countries, the level of resourcefulness of services has varied based on their recognition of the severity of the pandemic and the impact of the government’s narratives. In some cases, these narratives have been conspiratorial or even anti-scientific. Additionally, there has been a reduction in the distance between professionals and clients, increased inequalities in access to services and a positive reassessment of the potential of new professional tools, such as digital social work, in establishing a trusting relationship.

As revealed in the interviews, the elements shaping this high degree of discretion among social workers can be classified into three levels: macro- and micro- (Saruis, 2015) plus a meso-level. Each level has four significant aspects. At the macro-level, these are legislation, public information, large associationism and integration of the social services-health system. At the meso-level, these are interpretations of role performance by managers technical equipment, self-organization and community action. The micro-level pertains to personal and family situations, emotions, ethics and social workers' direct relationships with those in charge.

This study investigated how social workers responded to the Covid-19 pandemic. The data gathered sheds light on their understanding of the situation, as well as the differences in experiences across the five countries studied. However, it is essential to note that the findings may not apply to all situations or countries. Nevertheless, this research serves as a stepping stone for future studies to delve deeper into the results and explore them in greater detail .

The study highlights the crucial role of social workers as street-level workers in managing, negotiating and creating meaning in the interaction between professionals and the people they serve. This is especially relevant in Latin America. Additionally, the study emphasizes the significance of social workers as policy actors and the political nature of social work practice. The findings also underscore the importance of effective communication and collaboration between social workers, their teams and the organizations they work for. The sources cited in the study are Barberis and Boccagni (2014) and Cuadra and Staaf (2014). The research has also underscored the potential of social service workers to build networks and cooperate. Such networking can play a vital role in implementing their acquired knowledge. The study has, therefore, emphasized the importance of social workers being an integral part of the societies they serve. They need to continuously enhance their communication skills, using all the necessary tools to gain a comprehensive and updated understanding of the evolving needs of their clients. Integrating digital social work as a mode of service provision has emerged as a crucial aspect, especially in the three European countries observed. This approach has demonstrated its potential and is expected to continue being a part of services to some extent, even after the return to normalcy. However, it is essential to ensure that the accessibility and proximity of services are not compromised in any way.

An unexpected result was observed during the research: the pandemic circumstances have led to valuable reflections. These reflections can help in rethinking and recreating social services. Social workers have been given a unique opportunity to return to the essence of their profession and develop less bureaucratic and more humane ways of working. This experience has also enabled them to recover a closer relationship with the people they serve. To sum up, this study emphasizes that social workers, when given more leeway in their work, rely on cultivating and upholding relationships with other professionals, organizations and stakeholders to stay connected with the community they serve. This is crucial for ensuring the delivery of effective and sustainable social services.

The research employed a thematic analysis approach (Bazeley, 2007) to identify themes related to the concept of consciousness as derived from the field experiences of social workers. Additionally, an in-case and cross-case analysis method (Fereday and Muir-Cochrane, 2006) was used to connect themes related to individual experiences with those gathered from the overall experiences.

The purpose of this paper is to analyze the impact of the coronavirus (COVID-19) pandemic on participation and time allocated to work from home (WFH) by ethnic/racial group.

The authors employ USA time-use data [American Time Use Survey (ATUS)] for the 2017–2020 period and a parametric approach in their analysis.

Estimates show that the time allocated to WFH increased during COVID-19, especially for women. This increase is likely driven by more workers shifting to WFH (higher participation) rather than by longer hours worked by those who already teleworked. The authors also find relevant differences in the impact of COVID-19 on WFH by ethnic/racial group. Among ethnic/racial groups, only Asians increased WFH compared to White Americans. Within this ethnic group, the authors find significant differences across genders. Asian men increased participation in WFH, whereas Asian women increased both participation and hours worked, compared to White American women. Differences in this racial/ethnic group could be explained by previous research, which demonstrates a higher ability of Asians to perform job tasks remotely. However, this finding could also be attributed to an increase in discrimination during the COVID-19 pandemic.

This paper contributes to the recent and limited literature exploring the heterogeneous impact of COVID-19 on participation and time allocated to WFH by ethnic/racial group. Understanding the mechanisms driving vulnerable populations' abilities to work during socioeconomic downturns is of high policy importance.

The purpose of this multi-voiced paper is to propose a prosocial paradigm for the field of performance management and management control systems. This new paradigm suggests cultivating prosocial behaviour and prosocial groups in organizations to simultaneously achieve the objectives of economic performance and sustainability.

The authors share a common concern about the future of humanity and nature. They challenge the influential assumption of economic man from neoclassical economic theory and build on evolutionary science and the core design principles of prosocial groups to develop a prosocial paradigm.

Findings are based on the premise of the prosocial paradigm that self-interested behaviour may outperform prosocial behaviour within a group but that prosocial groups outperform groups dominated by self-interest. The authors explore various dimensions of performance management from the prosocial perspective in the private and public sectors.

The authors call for theoretical, conceptual and empirical research that explores the prosocial paradigm. They invite any approach, including positivist, interpretive and critical research, as well as those using qualitative, quantitative and interventionist methods.

This paper offers implications from the prosocial paradigm for practitioners, particularly for executives and managers, policymakers and educators.

Adoption of the prosocial paradigm in research and practice shapes what the authors call the prosocial market economy. This is an aspired cultural evolution that functions with market competition yet systematically strengthens prosociality as a cultural norm in organizations, markets and society at large.