Employee attitudes to work-based counselling services

Work-based counselling services have increasingly been introduced in organizational settings in the 1980s and 1990s. In this paper, a study is reported of the attitudes of 213 employees of a UK Health Authority towards an existing counselling service. Questionnaires sought information about attitudes to counselling, confidentiality, attitudes to those seeking counselling and general health. The results suggested that attitudes to work-based counselling services are predicted by employees' perceptions of those seeking counselling as trustworthy and their beliefs about the confidentiality of the service. The practical implications of these results are examined.     

Burnout,job stress and violent behaviour among Dutch police officers

Much has been published on burnout in the human services. However, despite the extensive literature on job stress in policing, burnout in police officers has rarely been studied. The present study examined stressors in police work, focusing specifically on the lack of reciprocity that officers experience in relations with civilians, colleagues and the police service. It also investigated the relationship between burnout and the attitudes of officers towards violence, as well as to their own use of violence. Dutch police officers (N = 358) completed a self-report questionnaire. The results showed that: (1) organizational stressors were more prevalent than task-related stressors; (2) compared to other service jobs, police officers report a particular profile on the three scales of the Maslach Burnout Inventory (MBI)?a relatively low level of emotional exhaustion,an average level of depersonalization, and a high level of personal accomplishment; (3) burnout is associated with a lack of reciprocity between investments and outcomes in the relations that officers have with citizens, colleagues and their organization; and (4) burnout is positively related to attitudes towards use of violence and the use of violence during the officers' duty.     

Halal value creation: its role in adding value and enabling logistics service

Abstract

The need to implement halal value creation into logistics and supply chains has been recognised recently. Yet, there is a lack of efforts to leverage resources and capabilities in contributing to the halal value creation for competitive advantage and subsequently firm performance. The purpose of this paper is to understand the halal value creation of current practices and its role in adding value and enabling logistics service. A structure interview of seven third-party logistics (3PL) providers is conducted to provide more precise perception about works by viewing with the lens prescribed by practitioners rather than reviews. The results draw the novel practices of halal value creation in logistics, that have not been revealed and further identifies five emerging resources of ‘resource-based halal logistics’. These create innovation capability (ability to launch successful halal goods/services) in logistics services, which are transformed into benefits of profits for 3PLs and value for customers.     

Quality management and performance: a comparison between the UK and Turkey

Purpose: The aim of this article is to detail the correlation between quality management, specifically its tools and critical success factors, and performance in terms of primary operational and secondary organisational performances.

Design/methodology/approach: Survey data from the UK and Turkey were analysed using exploratory factor analyses, structural equation modelling and regression analysis.

Findings: The results show that quality management has a significant and positive impact on both primary and secondary performances; that Turkish and UK attitudes to quality management are similar; and that quality management is widely practised in manufacturing and service industries but has more statistical emphasis in the manufacturing sector. The main challenge for making quality management practice more effective lies in an appropriate balanced use of the different sorts of the tools and critical success factors.

Originality/value: This study takes a novel approach by: (i) exploring the relationship between primary operational and secondary organisational performances, (ii) using service and manufacturing data and (iii) making a cross-country comparison between the UK (a developed economy) and Turkey (a developing economy).

Limitations: Detailed contrast provided between only two countries.     

Market-Type Mechanisms and Public Service Equity: A Review of Experiences in European Public Services

In seeking to benefit from the competitive pressures exerted through marketization, governments have hoped to gain improvements in public service efficiency. Yet, concerns remain about the effects of marketization on how equitably public services are provided. We consider evidence about the relationship between the introduction of market-type mechanisms in the European public sector and the efficiency and equity of service provision. Our analysis reveals that although market-type mechanisms sometimes result in worse service equity, there is only weak evidence of a trade-off between efficiency and equity.     

The Influence of Service Orientation on B2B e‐Service Capabilities: An Empirical Investigation

E‐Services, or the company's portfolio of service offerings available to its customers through the Internet, are an emerging area of interest to operations management. Yet little is known about the operations and capabilities needed for provision of business‐to‐business (B2B) e‐services. This paper aims to make a contribution toward closing this gap. First, we develop a new construct of B2B e‐service capability, a term that captures a generic set of five interrelated and complementary dimensions: (1) e‐service recovery, (2) e‐customization, (3) ease of navigation, (4) service portfolio comprehensiveness, and (5) information richness. These combined operational abilities are associated with B2B service delivery, including its portal design, technology architecture, and mix of product and service offerings. They are posited to be necessary for delivering effective B2B e‐services. We also argue that, both service orientation (SO) and customer receptivity to technology, influence B2B e‐service capability. We empirically test a path model using structural equation modeling on a sample of 181 businesses that have deployed B2B e‐services. We find that the influence of SO on performance is not direct but rather mediated by the e‐service capability, a finding that holds for both goods producers and service providers. We suggest that a firm's SO may mitigate industrial customers' resistance toward conducting business online.     

Attitudes of nurses towards 8-h and 12-h shift systems

Abstract

Twelve-hour shift schedules are becoming increasingly popular. The present study was designed to investigate the attitudes of nurses, their priorities with respect to working time and other aspects of the working conditions, and to analyse the conditions leading to a diminished satisfaction with the shift schedule and to aspirations for a change of schedule. Questionnaires were returned by 880 nurses (78% return rate) from 12 hospitals. A total of 65% worked 12-h shifts and 35% worked 8-h shifts. A considerable proportion of both groups showed a low satisfaction with their schedule and a desire to change the schedule (44% of those working 12-h shifts, 47% of those working 8-h shifts). Concerning effects of the shift schedule on work strain, continuity of service, health, family and leisure time, 8-h shifts were rated more favourably, especially by those working these shifts, but also by nurses working 12-h systems, with the exception of effects on leisure time and to some extent also on continuity of service and on family. Effects of the shift schedule on social responsibilities and leisure time activities turned out to be a major moderating variable in both groups with respect to schedule satisfaction and attitudes towards a change of schedule. Apparently neither type of shift system, traditional 12-h shift rosters or rotating 8-h shifts, is very appealing to the nurses. A stronger relationship between social consequences and health state in nurses working 12-h shifts indicates that in this group negative effects on family and leisure time might be due to an increased need for recuperation, which reduces effective leisure time.     

Predictors of attitudes towards physician-assisted suicide

Psychological factors may influence an individual's acceptance of euthanasia and physician-assisted suicide (PAS). The purpose of the present investigation was to evaluate predictors of attitudes towards PAS. Data were collected from 136 college students at a private Midwestern university. In addition to demographic and family history information, respondents completed measures of attitudes toward seeking mental health services, depression, hopelessness, and PAS attitudes. Respondent age, race, and hopelessness scores emerged as the only significant predictors (R2=.20) in a multiple regression model used to identify potential predictors of PAS attitudes. Younger, non-minority respondents, and those enduring more hopelessness reported more accepting attitudes towards PAS. Data from a three month follow-up assessment supported the stability of this pattern. The findings highlight the important role that mental health professionals should play in PAS decision making. Implications for the evaluation of medically ill considering PAS and their caregivers are discussed.     

Perception and control of occupational injury risks in fishery--a pilot study

The frequency of occupational accidents in fishery is high in most fishery nations. Implementation of safety measures has, however, been limited. The purpose of the present cross-sectional study was to explore Swedish fishermen's attitudes towards occupational risks and accident control. Information was acquired through a questionnaire distributed to a convenience sample of 92 fishermen. Indices were built, containing variables relevant to perceived risk levels in connection with work, perceived manageability of risks, activity in safety work, technical knowledge and individual attitudes towards risks. The results did not support earlier findings of low risk awareness and risk acceptance among fishermen. Perceived manageability of risks but not perceived risk level, accident experience or risk acceptance, were significantly associated with activity in safety work. The results suggest that safety work might benefit from efforts to develop fishermen's understanding of how the development of hazardous situations can be prevented or managed. The results do not support strategies for accident control in fishery based solely on increasing risk awareness.     

User segmentation of online music services using fuzzy clustering

Given the rapid growth of the Internet, companies are trying to take advantage of its offerings, differentiate themselves from their competitors and be more competitive. These objectives can be achieved by providing personalized and enhanced customer service. As different people can use an online service for different reasons, fuzzy clustering can be useful to identify homogenous groups of potential users and to develop customized strategies for each group, thus enabling companies to increase the personalization of their services and to improve their customer service. This study focuses on the online music industry and presents an application of fuzzy clustering. The results show that there exist homogeneous groups among the potential users of an online music service and that there are differences among the groups with respect to their attitudes, interests, and opinions about the service and computers.     

Designing a long range marketing strategy for services

The purpose of the article is to develop a frame of reference for long range marketing strategy, labelled the Three Stage Model which could benefiti the attempts of service firms and institutions to successfully introduce marketing and eventually achieve marketing-orientated operations. The author stresses some organizational aspects especially concerning the use of traditional marketing departments for handling an organization's marketing function. The views on service marketing are supported by a substantial amount of empirical evidence from the industrial and the consumer service sector. The frame of reference and the organizational views of the marketing of services will be equally valid for industrial marketing of services and for marketing consumer services.     

Finding symbolons for cyberspace: Addressing the issues of trust in electronic commerce

E-commerce is growing rapidly, but a majority of the Internet users is still hesitant to become involved in it. One big hurdle is lack of trust. This paper deals with trust in ecommerce and measures to increase it. It discusses one particular so-called web assurance service for business-to-consumer commerce in detail. It also analyses if such services remain viable in an era of more mature e-commerce, and how they should be adjusted to the business-to-business environment.     

On Making Mountains Out of Molehills

Abstract

Seven thoughtful and provocative commentaries were activated by one or both of two articles I authored or coauthored. One article (Geller, 2002) presented a case for broadening the content of organizational behavior management (OBM), while the other (Wiegand & Geller, 2004) discussed linkages between positive reinforcement, positive psychology, and achievement motivation. This rejoinder explains apparent misperceptions of the earlier papers, and adds to the case for expanding the language and scope of OBM, including a consideration of hypothetical constructs influenced reciprocally by environmental conditions and contingencies. A rationale for success seeking over failure avoiding is given with reference to Skinner's theorizing about freedom and dignity.     

International offshoring of services: A parity study

Conventional wisdom suggests that firms engage in international offshoring of services primarily to reduce wage costs associated with a given service activity. Drawing on international business research on the costs of doing business abroad (CODBA), liability of foreignness (LOF), and institutional theory, we investigate the factors that contribute to the location choices for services offshoring activity, including wage differentials between the home and host countries. We find that consistent with a parity perspective but contrary to conventional expectations, a country is more likely to be a destination of services offshoring as the average wage of a country increases. We also find that education level and cultural similarity are significant drivers of offshoring location choices, again consistent with a parity perspective. This study contributes to debates about the economic impact of services offshoring by showing that firms locate offshoring facilities in destinations that are closer in wages to the home country and those with higher education levels and cultural similarity.     

Cloud platforms for remote monitoring system: a comparative case study

Abstract

Currently, industrial companies are increasingly introducing services to extend their tangible products. Remote monitoring solutions are one of the most implemented services by machine builders to manage their relationship with customers and also improve their business performance in the digital manufacturing era. However, the conventional method of remote monitoring cannot fulfill distributed business environments. Therefore, new solutions are needed to enable remote connection in manufacturing. By reviewing recent literature and proposing new features for software which can be used for remote service and operations, this research paper introduces a remote monitoring system connecting into a central cloud-based system with edge computing network architecture, namely Cloud-based Remote Monitoring (CloudRM). This proposed CloudRM also has been implemented in two different case companies for analysis and evaluation from a value proposition and technical implementation point of view. It shows significant improvement in production management and measurement by using CloudRM.     

A location–allocation model for service providers with application to not-for-profit health care organizations

In this paper, we develop and solve a model for the location and allocation of specialized health care services such as traumatic brain injury (TBI) treatment. The model is based on and applied to one of the Department of Veterans Affairs’ integrated service networks. A cost minimization model with service proportion requirements is solved using simulated annealing. Large instances of the model with 100 candidate medical center locations and 15 open treatment units are solved in about 1000 s. In order to test the real-world applicability of our model, an extensive managerial experiment is conducted using data derived from our health care setting. In this experiment, the effects of three critical factors: (1) degree of centralization of services, (2) the role of patient retention as a function of distance to a treatment unit, and (3) the geographic density of the patient population are investigated with respect to the important trade-off between the cost of providing service and the need to provide such service. Our analysis shows that all three factors of the experiment are both relevant and useful to decision-makers when selecting locations for their services.     

Leadership to Overcome Resistance to Change

Abstract

The thoughtful behavior analysis of organizational leadership and resistance to change by Goltz and Hietapelto (2002) inspired this follow-up article. Goltz and Hietapelto propose that organizational power is determined by the magnitude, frequency, and quantity of consequences under a person's control, and that people resist change when their consequence control is threatened. This presentation extends the Goltz and Hietapelto article by describing 14 distinctions between management and leadership, and offering 16 guidelines for effective leadership that involve more than consequence control. Thus, while managers obtain their influence by controlling other peoples' consequences, leaders go beyond consequence control to benefit the behaviors and attitudes of their colleagues and coworkers. The leadership guidelines are founded on behavioral research and are relevant and practical for any organizational employee, even those who have only minimal influence on the meaningful consequences of their own and others' work life.     

Donor Reliance on Accounting and its Consequences for the Charitable Distribution Channel

The organization of charitable distribution channels to ensure donor contributions reach beneficiaries in an efficient manner and the use of accounting metrics of such efficiency (whether provided directly or by charity rating groups) are oft‐discussed issues in the nonprofit sector. The two issues are inextricably linked since reported efficiency measures influence subsequent donor giving. This study develops a parsimonious model of a charity that must decide how best to employ its resources, either by acting as a direct service provider or as a grant provider to organizations that provide services to beneficiaries. We show that the desire to boost perceptions of efficiency vis‐à‐vis accounting reports leads an organization to rely more on others to provide services rather than being a direct service provider. This temptation to expand either the scope or length of the charity supply line is muted by a desire to avoid redundant costs and improve service delivery. The model's results have implications both for the role of nonprofit accounting and observed distribution strategies of nonprofits.     

Political Exhortation, Patient Expectation and Professional Execution: Perspectives on the Consumerization of Health Care

A central theme underpinning the reform of public-sector services in western economies since the 1980s has been the emphasis on reorienting service provision around the user. Public-sector organizations have been forced to reappraise the design of the service delivery process, in particular the service encounter, to take account of the resultant changes in service users' expectations. Such focus on the service user has fundamental implications for public-sector professionals, specifically challenging the dominance of service professionals in the design and delivery of services. Based on a survey of patient attitudes towards service provision in the National Health Service in Scotland (NHSiS) and in-depth interviews with senior hospital clinicians and managers, the paper critically examines the reaction of both patients and professionals to politically driven initiatives to reorientate the delivery of health-care services. Specifically the paper explores the emerging perspectives of both patients and professionals towards the consumerization of health care and the changing nature of the relationship between patients and professionals within a publicly funded health-care system.     

The strategic analysis of logistics service sharing in an e-commerce platform

In e-commerce, the success of hybrid online platforms is well documented where the platform not only works as a retailer but also offers online marketplace services to sellers. Logistics service is one of the most expensive operations for e-commerce and plays a critical role in promoting online purchases. In most cases, the platform builds a self-supporting logistics service system to deliver its own products, and the seller outsources the logistics service to third-party logistics service providers (TPLPs). Recently, the e-commerce market has emerged with a new trend of business-to-business logistics service sharing—the platform shares its logistics service system with the seller. In this paper, we first analyze the strategic and economic impacts of logistics service sharing. Our analysis shows that whereas logistics service sharing will lead to a lose-win situation for the platform and the seller when the TPLP's logistics service level and the market potential are low, it will lead to a win-lose situation when the TPLP's logistics service level or the market potential is very high. Furthermore, a win-win situation can be achieved when the TPLP's logistics service level and the market potential are in the middle regions. Then, we examine the equilibrium mode by considering the strategic interactions between the platform and the seller. We find that when the TPLP's logistics service level and the market potential are relatively low, the equilibrium mode is No-Service-Sharing. As the TPLP's logistics service level, the market potential, or both increase, the equilibrium mode will evolve from No-Service-Sharing to Service-Sharing.