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Article
Publication date: 14 May 2020

Andrew Voyce

The purpose of this study is to compare lived recovery journeys in mental health with recovery models.

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Abstract

Purpose

The purpose of this study is to compare lived recovery journeys in mental health with recovery models.

Design/methodology/approach

Unstructured interviews with prompts were conducted with two individuals.

Findings

Some recovery models correspond in part with the live experience of subjects. These narratives have personal emphasis that is incongruent with the highlighted models. In particular, the subjects have a place for therapeutic interventions, i.e. talking therapies and medication.

Research limitations/implications

The live experience of the two people with mental health issues crosses boundaries of recovery models. Relevant models include those used in peer support; however, they too do not fit exactly with the detailed journeys.

Practical implications

A varied approach without preconceptions is appropriate to understand the components of these two recovery journeys.

Social implications

The medical model approach to mental health is not discounted rather it is integral to these two recovery journeys.

Originality/value

This is qualitative research using stated models of mental health recovery. In addition to the principles of hope, meaning, connectedness, identity and empowerment, the two subjects include the essential part for medication and talking therapies in their recovery.

Details

Mental Health and Social Inclusion, vol. 24 no. 2
Type: Research Article
ISSN: 2042-8308

Keywords

Content available
Article
Publication date: 9 November 2021

Zareef Mohammed

Data breaches are an increasing phenomenon in today's digital society. Despite the preparations an organization must take to prevent a data breach, it is still necessary…

Abstract

Purpose

Data breaches are an increasing phenomenon in today's digital society. Despite the preparations an organization must take to prevent a data breach, it is still necessary to develop strategies in the event of a data breach. This paper explores the key recovery areas necessary for data breach recovery.

Design/methodology/approach

Stakeholder theory and three recovery areas (customer, employee and process recovery) are proposed as necessary theoretical lens to study data breach recovery. Three data breach cases (Anthem, Equifax, and Citrix) were presented to provide merit to the argument of the proposed theoretical foundations of stakeholder theory and recovery areas for data breach recovery research.

Findings

Insights from these cases reveal four areas of recovery are necessary for data breach recovery – customer recovery, employee recovery, process recovery and regulatory recovery.

Originality/value

These areas are presented in the data recovery areas model and are necessary for: (1) organizations to focus on these areas when resolving data breaches and (2) future data breach recovery researchers in developing their research in the field.

Details

Organizational Cybersecurity Journal: Practice, Process and People, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2635-0270

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Article
Publication date: 11 November 2021

Erlinda Nusron Yunus

This study examines the different effects of service recovery strategies on customers' future intentions when online shoppers were experiencing delivery failures. Two…

Abstract

Purpose

This study examines the different effects of service recovery strategies on customers' future intentions when online shoppers were experiencing delivery failures. Two types of problem severity are evaluated: wrong-product delivery (issues with the product quality or quantity) and late delivery. This study also investigates the impact of service criticality on the relationship between service recovery strategies and customers' future intentions.

Design/methodology/approach

This study employs experimental research with 123 online shoppers as participants. Following the results, a subsequent test is conducted to examine the effect of participants' demographics on future intentions. Finally, the current study elaborates the findings using qualitative research, interviewing both sides impacted by the service failures: online shoppers and e-retail managers.

Findings

The findings show that complementing product replacement with monetary compensation is the most effective strategy to improve repurchase intention after a dissatisfaction moment. This effect is indifferent to service criticality and severity. Age influences the participants' repurchase intentions, in which younger people are less tolerant of service failures. In contrast, gender and education level do not provide any differences. To prevent delivery failures, managers participating in this study suggest several best practices regarding systems and infrastructure, people and coordination and collaboration with logistics partners.

Research limitations/implications

The study mainly examines a limited type of service and service failures. Further studies are encouraged to expand the variables and scenarios, as well as to employ more distinctive methods, to enrich the findings related to recovery strategy in the e-commerce industry.

Practical implications

Given proper compensation, service failure could create momentum for online retailers to boost customer loyalty. This study suggests that managers design the most effective service recovery to win customers back to the business.

Originality/value

This paper enriches the literature related to a service recovery strategy, particularly within the online shopping context.

Details

International Journal of Productivity and Performance Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1741-0401

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Article
Publication date: 25 October 2021

Marcus Wardley

This paper aims to examine the effects of a general service recovery effort in consumers who were not victims of the service failure.

Abstract

Purpose

This paper aims to examine the effects of a general service recovery effort in consumers who were not victims of the service failure.

Design/methodology/approach

This study uses a 2 × 2 between-subjects design comparing a service failure announcement with apology and an anniversary event announcement, either with a 15% discount or no discount on purchase intentions.

Findings

A service recovery effort involving an apology and 15% discount leads to higher purchase intention in consumers who were not victims of the service failure in comparison to a control. The unexpected apology generates surprise, which amplifies the effect of the discount, leading to higher purchase intention.

Practical implications

The results of this study suggest that apologizing and offering a discount for a minor service failure can have positive effects on consumers who were not victims of the service failure. Thus, if a company is unsure which consumers have been affected by a service failure, this study shows that issuing a general apology for the failure does not have negative effects in unaffected consumers.

Originality/value

To the best of the author’s knowledge, this paper is the first to examine the effects of a service recovery effort in consumers who were not victims of the service failure and the first to find evidence of a service recovery paradox in unaffected consumers.

Details

International Journal of Quality and Service Sciences, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 15 October 2021

Chengpeng Wan, Jiale Tao, Zaili Yang and Di Zhang

Since the start of the current century, the world at large has experienced uncertainties as a result of climate change, terrorism threats and increasing economic upheaval…

Abstract

Purpose

Since the start of the current century, the world at large has experienced uncertainties as a result of climate change, terrorism threats and increasing economic upheaval. These uncertainties create non-classical risks for global seaborne container trade and liner shipping networks (LSNs). The purpose of this paper is to establish a novel risk-based resilience framework to measure the effectiveness of different recovery strategies for the disruptions in LSNs in a quantitative manner.

Design/methodology/approach

Based on a resilience loss triangle model, an indicator of resilience–cost ratio is designed to measure the performance of LSNs during recovery. Four recovery strategies are proposed to test the rationality and feasibility of the developed indicator in aiding decision-making of LSNs from a resilience perspective.

Findings

The analysis results reveal that the superiorities of different recovery strategies vary depending on both the structures of LSNs and the specific requirements during recovery. Moreover, optimizing the sequence of ports being recovered will improve the overall recovery efficiency of the investigated LSN.

Research limitations/implications

As an exploratory research trying to enrich the risk-based resilience evaluation of LSNs from a complex network perspective, only two attributes (e.g. port scare and economy) are considered at the current stage when estimating the time needed to fully recover the whole LSN. In future research, more attributes from the industry may be identified and incorporated into the proposed model to further extend its ability and application scopes.

Practical implications

The findings will help to improve managerial understandings of recovery strategies to build more resilient LSNs. The proposed model has the capability to be tailored to tackle different types of risks in addition to the storm disaster condition.

Originality/value

The risk-based resilience framework and the resilience–cost ratio indicator are newly developed in this research. They can consider LSNs' structural resilience and the total costs that a recovery strategy needs to restore the whole system simultaneously.

Details

The International Journal of Logistics Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0957-4093

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Article
Publication date: 20 October 2021

Ashish Dwivedi, Vipulesh Shardeo and Anchal Patil

The governments of different nations implemented various policy measures in response to the COVID-19 outbreak. These policy measures had a negative impact towards freight…

Abstract

Purpose

The governments of different nations implemented various policy measures in response to the COVID-19 outbreak. These policy measures had a negative impact towards freight transportation. Further, the shock and ripple effect on the other supply chain complicates the recovery process of freight transportation. The transformation of freight transportation in the post-COVID-19 world was reported to be unsustainable. Thus, emerged the requirement to formulate the recovery measures in the context of freight transportation. This study aims to identify and model the recovery measures for sustainable freight transportation (SFT).

Design/methodology/approach

In this study, 13 critical recovery measures are established from the literature and finalized with the help of an expert panel. An integrated Grey Decision-Making trial and evaluation laboratory is used to prioritize and establish the cause-effect relationships among the identified critical recovery measures. Further, sensitivity analysis is performed to ensure the robustness of the proposed model.

Findings

The present study reflects that Efficient traffic management (M13), sustainability focused policies (M2), sensitization of stakeholders (M10), financial support (M9) and adoption of 4 R practices (M12) are the top five critical recovery measures for SFT. The results highlight that the transport sector needs to retain the learning from the COVID-19 period to operate under low workforce availability. Further, the emerging economies are suggested to promote local manufacturing to reduce the lead time and risk of unavailability. The study findings reflect that attaining sustainability without considering the social dimension of sustainability is impossible. Also, the results shed light on the controllable and uncontrollable recovery measures.

Originality/value

The findings from the study would assist policymakers and practitioners in re-formulating the recovery measures for freight transportation considering the aspect of sustainability.

Details

Journal of Asia Business Studies, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1558-7894

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Article
Publication date: 14 October 2021

Ajay Jose, Sonia Mathew, Rejikumar G., Dony Peter Chacko and Ajith K. Thomas

The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime…

Abstract

Purpose

The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance to banks to ensure e-service recovery satisfaction. However, e-service satisfaction is dependent on the ease of moving from one service provider to the other; thus, switching costs assume great significance. This study aims to probe the moderating role of switching cost on e-service recovery satisfaction by exploring e-service recovery quality antecedents.

Design/methodology/approach

A measurement model is suggested in the contextual settings of the Indian banking scenario and is estimated using structural equation modeling. Responses from 399 e-banking customers, who had experienced a service failure, were sought using a five-point Likert scale.

Findings

The result affirms that “recovery expectation” is the most significant predictor of e-service recovery satisfaction, and that switching cost moderates the relation between e-service recovery quality and e-service recovery satisfaction.

Practical implications

The study highlights the high relevance of switching costs in the e-banking context and emphasizes investment in marketing strategies and campaigns to do away with switching intentions. It also highlights the relevance of recovery expectations as an antecedent of e-service recovery quality and thus stresses the need to satisfactorily address the same in the e-service recovery process.

Originality/value

This study contributes to the e-service recovery satisfaction literature in the banking context by empirically validating the moderating role of switching cost. It also identifies the critical antecedents of banking e-service recovery quality.

Details

International Journal of Quality and Service Sciences, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 10 November 2021

George Kofi Amoako, Livingstone Divine Caesar, Robert Kwame Dzogbenuku and Gifty Agyeiwah Bonsu

This paper investigates the effects of service quality on customer satisfaction and repurchase intentions among customers of the KFC Fast Food Restaurant Chains.

Abstract

Purpose

This paper investigates the effects of service quality on customer satisfaction and repurchase intentions among customers of the KFC Fast Food Restaurant Chains.

Design/methodology/approach

In total, 500 randomly sampled KFC restaurant customers were surveyed using a quantitative research design. The partial least square technique was used for data analysis.

Findings

This paper shows that service quality and recovery directly impact customers' repurchase intention. The results further showed that a positive and significant connection exists between customer satisfaction and repurchase intentions.

Practical implications

The study recommends that KFC utilizes service quality dimensions to meet their customers' expectations and elicit repurchase intentions necessary to remain competitive in the fast-food industry.

Originality/value

This paper highlights the impact of service quality in developing loyal customers in the fast-food sector. It offers managers insight into understanding the factors positively impacting repurchase intentions and the nexus between service recovery performance and repurchase intentions from an emerging market perspective.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

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Article
Publication date: 13 July 2012

Emily Handley, Olivia Southwell and Julie Steel

Given the increased prevalence of mental health problems amongst people with intellectual disabilities, it seems pertinent to consider how the recovery approach could…

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986

Abstract

Purpose

Given the increased prevalence of mental health problems amongst people with intellectual disabilities, it seems pertinent to consider how the recovery approach could potentially benefit practice within mental health services for people with intellectual disabilities. This paper seeks to explore the similarities between recovery principles and existing approaches in services for people with intellectual disabilities; it also aims to reflect on the potential barriers to the explicit uptake of the “recovery” approach in this context.

Design/methodology/approach

The presence and implementation of “recovery” approaches within mental health services for people with intellectual disabilities are reviewed. This is achieved through an examination of existing practices that could be described as recovery oriented, along with reflections on how these relate to the recovery approach. Questions are raised regarding whether practices can be regarded as “recovery oriented”, without first consulting service users.

Findings

Further consideration is needed about the extent to which mental health services for people with intellectual disabilities are recovery oriented and how recovery would be defined amongst people with intellectual disabilities.

Research limitations/implications

It is suggested that further research using qualitative methodology is conducted, to enable the voice of service users to be heard.

Originality/value

The paper is one of the first to explore the relevance of the recovery approach to people with intellectual disabilities. Given the increasing emphasis on recovery approaches within mainstream services, it seems vital to give consideration to the potential for its meaningful application to people with intellectual disabilities and mental health problems.

Details

Advances in Mental Health and Intellectual Disabilities, vol. 6 no. 4
Type: Research Article
ISSN: 2044-1282

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Article
Publication date: 1 November 2005

Piers Allott

If we are to deliver services that encourage recovery from mental illness, it is essential that there is a vision of a future where recovery from mental illness is both…

Abstract

If we are to deliver services that encourage recovery from mental illness, it is essential that there is a vision of a future where recovery from mental illness is both possible and understood by communities, services and staff. Piers Allott provides a brief introduction to the concept of recovery from ‘mental illness’, proposes a vision for recovery, and flags up ways in which recovery practice can be taken forward.

Details

A Life in the Day, vol. 9 no. 4
Type: Research Article
ISSN: 1366-6282

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