The role of corporate image and extension similarity in service brand extensions

In this article we examine the role of corporate image in extending service brands to new and traditional markets in the telecommunications sector. With regards to corporate image, service brand extensions are primarily associated with innovation-related attributes, such as order of entry (i.e., pioneers versus followers). Increasingly, firms are extending their services to markets that are beyond the markets that they traditionally have been active in. The results of an experimental study show that consumers evaluate service extensions by providers with an innovative late mover image more favourably that service extensions by companies with a pioneer image in terms of perceived corporate credibility and expected service quality. With regards to these evaluation criteria, it was also found that consumers prefer service brand extensions to related rather than unrelated markets. In addition we find that the relative distance between service providers with an innovative late mover image and pioneers is larger in related markets.     

The politics of evaluation research: A case study of community development block grant funding for human services

This paper examines the ramifications of conducting evaluation research within a very politically sensitive area. The evaluation project discussed in this paper involved an assessment of six human service agencies within a city that were receiving Community Development Block Grant (CDBG) public service funds. The city's Office of Policy Planning and Management (OPPM) contracted for this research in order to evaluate the CDBG funded agencies and to provide technical assistance so they could make informed policy decisions concerning the allocation of the Seventh Year Community Development public service funds. The Department of Housing and Urban Development (HUD) had stipulated that there be a 20% limitation in CDBG public service funding. The city involved in this study had allocated over 25% of its CDBG funding to public services. Thus, the city was over the stipulated limitation and was therefore requested by HUD to either justify the expenditure or cut back its allocation of funds to the 20% level.As a result of this mandate by HUD, the city requested and received a technical assistance grant from HUD. This paper provides a specific example of how the conduct of evaluation can become entwined in the politics of human service agencies and their funding sources, Moreover, the implications of this experience for evaluation as a field of endeavor are explored.     

Implementing the family preservation program: Feedback from focus groups with consumers and providers of services

There is a growing understanding that preventative child welfare efforts can be both more cost effective and are more desirable philosophically than strictly remedial programs. The Family Preservation Act provides funds to assist communities in strengthening and preserving at-risk families. In order to implement this program effectively, local communities must design new programs and procedures which will be both attractive to consumers and effective in meeting their needs. This study it identifies problems with contemporary child and family services and suggests solutions to those problems. This study uses a focus group format and presents ideas generated by those individuals who will be most directly affected by this legislation; front line service providers and service consumers. Several areas of weakness in the current service delivery system are identified, including bureaucratic barriers, limited resources, problematic consumer/provider relations and a range of collaborative issues, both within and between agencies and the communities they serve.     

Skills,control, and the mass professions

Since members of the mass professions are employed mainly by large organisations in the public sector, they are increasingly ‘managed’. What is happening to their skills, their control over their own work, and their professionalism, are matters of concern as revealed by recent disputes. These are precisely questions at the heart of the labour process debate relaunched by Braverman. The insights generated by this stream of writing, already profitably applied beyond blue collar work to clerical occupations may be extended to embrace elements of the service class. There the notion of indetermination goes beyond the notion of discretion. Changes in public ideology have effects analogous to those arising from technological innovation in manufacturing. Yet professionals, whilst attending to technological aspects of their work, typically ignore the wider social issues. In this respect they are vulnerable to deskilling and erosion of control over their work.     

Analysis of strategic plans to assess planning for sustainability of comprehensive community initiatives

In order to achieve the intended impact on a community, comprehensive community initiatives must sustain programs once they have been implemented. However, planning for sustainability is challenging and is rarely incorporated in the planning process of an initiative. The current study examined 19 5-year plans developed during the planning phase of the Comprehensive Strategy for Serious, Violent and Chronic Juvenile Offenders. Quantitative and qualitative methods were employed to assess the extent to which the construct of sustainability was incorporated. The plan analysis was supplemented with results from other components of the complex evaluation design implemented as part of the process evaluation of Comprehensive Strategy. Results suggested that sustainability was not accounted for during the planning phase of this initiative. The implications of these findings, including the importance of planning for sustainability in order to achieve sustainability, are discussed.     

Faith-based evaluation: accountable to whom, for what?

Findings, issues, and lessons learned about program evaluation are examined from a national qualitative study of 15 faith-based human service programs targeting those in need in urban areas. Using a grounded theory design, five properties emerge as part of the evaluation network: (1) philosophy of accountability, (2) legitimacy, (3) evaluation design, (4) feedback loop, and (5) barriers to evaluation. While funders expect measurable outcomes to evaluate service effectiveness, respondents acknowledge other competing expectations of multiple constituents in religious and secular communities. What emerges is an excellent example of managing multiple program evaluation demands in programs that are particularly facile at process evaluation in the interest of quality service and relationship building. The article concludes with important lessons learned about the process of program evaluation.     

Mediated reunions in adoption: findings from an evaluation study

In Canada, there are long waiting lists of adopted persons and birthparents seeking information or actual reunions. In the province of Quebec, the government authorized a pilot project, involving a fee-for-service program and use of contract social workers to supplement agency staff as intermediaries in the reunion process. This article reports on the project's evaluation and provides birth-parents' and adoptees' responses to reunion. A survey of clients who used this service found a high level of satisfaction. There were, however, some significant differences between birthparents and adoptees as well as between those who were searching and those found.     

Using conceptual models as a planning and evaluation tool in conservation

Conservation projects are dynamic interventions that occur in complex contexts involving intricate interactions of social, political, economic, cultural, and environmental factors. These factors are constantly changing over time and space as managers learn more about the context within which they work. This complex context poses challenges for planning and evaluating conservation project. In order for conservation managers and evaluation professionals to design good interventions and measure project success, they simultaneously need to embrace and deconstruct contextual complexity.In this article, we describe conceptual models—a tool that helps articulate and make explicit assumptions about a project's context and what a project team hopes to achieve. We provide real-world examples of conceptual models, discuss the relationship between conceptual models and other evaluation tools, and describe various ways that conceptual models serve as a key planning and evaluation tool. These include, for example, that they document assumptions about a project site and they provide a basis for analyzing theories of change.It is impractical to believe that we can completely eliminate detail or dynamic complexity in projects. Nevertheless, conceptual models can help reduce the effects of this complexity by helping us understand it.     

An evaluation model for school psychological services

An evaluation model is presented which provides a structure and a process for the evaluation of school psychological services. The structure incorporates psychological service areas along required and desired service dimensions; information to evaluate a school psychological service program is gathered from school files and interviews with students, parents, educators, and psychological services personnel. The method involves a five-stage process which may lead toward program modification efforts and subsequent re-evaluation. Further, the need for evaluation models in school psychology and for psychological service evaluation is presented and discussed.     

Disaster‐time Economy and an Economy of Morals: A Different Economic Order from the Market Economy under Globalization*

With the experience of two severe disasters (the Hanshin Awaji Earthquake disaster of 1995 and the Great East Japan Earthquake disaster of 2011), I wish to consider “subsistence” as human life, existence equaling the basic activities of life, an essential mutual act‐like existence economy. In this paper, I pursue a positive development of “disaster‐time economics” as a research object under the larger framework of the formation of a “moral economy,” as part of a critical process. In this paper, in order that a stricken area and society may aim at the realization of a new methodology about “creative revival” for newly developing independent research involving the state of the revival fund of a wide sense is carried out. Nevertheless, there is an overall understanding of who, in what areas, and using what methodology, has conducted research in the restoration and revival process, as well as the weak points that tend to hinder the process. There is no research on the rationality and function of public finance expenditures or national sources expenditures. Therefore, in this paper, the term “disaster‐time economy” is newly prepared. From this concept, many activities of the project, service, support, self‐efforts etc. of a social and private domain are grasped from a public sphere in connection with the process of maintenance/restoration under the disaster. The feature and subject point of the process are clarified. The market economy order that is going to be produced in this process does the basic work and determines the economic order for another self‐subsistence over life.     

Lot quality assurance sampling: Information provided to female users of contraceptive methods regarding side effects

Women need to receive accurate information on the proper use of contraceptive methods (CM). The objective of our analysis was to evaluate the quality of CM counseling in health institutions of the public sector using the Lot Quality Assurance Sampling (LQAS) technique. We specifically analyzed whether health-service providers informed CM users of all the side effects they might experience, as specified under the Mexican health-care regulations. Our results demonstrated that, among the four CM analyzed –the intrauterine device, hormonal injection, condom and subdermal implant– only the users of the subdermal implant received complete information on side effects. Our findings thus indicate that the quality of family planning services in the institutions analyzed is deficient. We recommend that service providers be regularly trained in order to improve their performance and that LQAS methodology be adopted as an effective means of regularly monitoring the quality of health services in Mexico.     

Making it ‘APP’en: service user feedback: developing and implementing a service user APP: reflections from Northern Ireland,England and Scotland

Despite the advent of social media and increasing use of smart phone technology amongst global and UK populations, APP’s for social work remain in their infancy. Several have been developed which focus on the education of social workers and practitioners providing information on specific social work issues, and one we are aware of that explores ethics and values using a games-based approach. In this paper, we discuss the importance of service user perspective in social work practice and how this informed the development of the feedback App. We reflect on developing this instrument using digital technologies which social workers can use to gather anonymous feedback from service users about their experiences of social work interventions. This project, developed in response to demands placed on social work agencies to evidence the effectiveness of service interventions, provide robust data from service users for inspection regimes and sustain service user involvement in improving services. The evaluation model is designed to document the implementation process, exploring what works and what barriers, challenges and lessons were learned by the project team together with how some of the tensions in the process were addressed and resolved.     

Begleiterscheinungen projektförmig organisierter Mediationsverfahren

In large scale environmental mediations research instituts often had an important role. Frequently they took the initiative, operated as projekt managers, as mediators and analysed the processes and the results of the mediation. The management of mediations by research instituts has various effects on the procedural process and the evaluation of the results. The interaction of science and practice can cause constructive synergy effects as well as mutual obstructions. Subject of this aricle are in particular the related problems, which can be generated if a mediation is organised as a research projekct.     

Service quality framework for the South African Revenue Service from the perspective of the tax practitioner

The objective of the present research was to propose a service quality framework regarding the service quality of the South African Revenue Service (SARS) from the perspective of the tax practitioner. In order to develop the specific “lens of the tax practitioner” regarding the service quality of SARS, an in-depth, qualitative approach was required to identify a comprehensive range of determinants that potentially drive service quality in the revenue service industry and setting. One such qualitative method is the critical incident technique, which relies on a set of procedures to collect comments on service experiences, to perform a content analysis and to classify the observations of service experiences. A process of natural language argument was used to convert the data analysis results and the relevant elements of the theory from the literature survey into the service determinants. This “lens of the tax practitioner” can be used as a basis for developing a service quality measuring instrument that could measure the service quality of SARS from the perspective of the tax practitioner.     

MEDIATING CUTBACKS IN HUMAN SERVICES: A CASE STUDY IN THE NEGOTIATED ORDER

The nexus between the social world of private nonprofit service organizations (NPOs) and their environment is examined through data from a national study of reductions in fiscal support and through focused interviews with a sample of chief personnel in agencies in Maricopa County, Arizona. As a study in how some organizations adjust to changes in their funding environment, these data provide a basis for assessing the relative impact of fiscal restraint on organizations, as well as accounting theoretically for the impact of structure through interpretive process, social order through social control, and the construction of a negotiated order. When faced with reductions in federal support, NPOs took different courses of action in order to avoid negative impacts. Interpreting the data from a negotiated order perspective suggests that agencies' adjustments were mediated by an awareness of the national and local contexts, the services they offered, the clients they served, and their general capacity to maximize their resource mobilization potential . In some instances this adjustment amounted essentially to redefining their relevant environment, which was accomplished by integrating the format, logic, and criteria of the external world of business. The agencies survived and in some instances prospered, but their distinctive symbolic structure was compromised.     

Insights into proceeds from social investments: beyond numbers fetishism and relativism

How profitable are social investments? It is necessary for social professionals to gain and give insight into the proceeds of their work. Both clients and professionals will benefit from a results-oriented approach. Subsidising agencies and financiers will reap the fruits of such an approach as well. But how can we gather evidence on the proceeds of social investments? In this article we distinguish two mutually complementary ways of gaining evidence. The first is known as evidence-based policy and practice, mainly quantitative research on the effects of social interventions and on the causal relations between interventions and outcome. However, limitations are attached to quantitative research because of disruptive factors, a variety of side effects and the dynamics of social reality. Complementary evidence is therefore needed: practice-based evidence, based primarily on qualitative methods that provide insight into mechanisms and conditions under which effects occur. The practice-based method presumes systematically studying a series of small-scale and mindful practices in order to uncover tacit knowledge of professionals. It is exactly this combination of rigid quantitative research and flexible qualitative methods which does justice to the challenging undertaking of clarifying the proceeds from social investments.     

Evidence-based programs in children's services: A critical appraisal

Evidence-based programs (EBPs) are increasingly being implemented in children's services agencies in developed countries. However, this trend is meeting resistance from some researchers, policy makers and practitioners. In this article we appraise the main critiques, focusing on scientific, ideological, cultural, organizational and professional arguments. We contend that some of the resistance stems from misconceptions or an oversimplification of issues, while others represent valid concerns that need to be addressed by proponents of EBPs. We set out implications for the development and evaluation of programs and how they are introduced into service systems, and conclude with broader recommendations for children's services.     

Matching AIDS Service Organizations' Philosophy of Service Provision with a Compatible Style of Program Evaluation

Abstract

The purpose of this paper is to outline the unique features of AIDS Service Organizations (ASOs) that should be considered when developing an evaluation strategy. It describes current evaluation approaches used by ASOs which are incongruent with the service philosophy of these organizations and the drawbacks these current evaluation efforts present. It then describes an alternative evaluation approach that better matches ASOs' philosophy of service delivery with the evaluation process. An illustrative case example is used to show how a more participatory approach can be used in an ASO and why such an approach is more likely to produce meaningful data that will be utilized for program development and refinement.