Employee attitudes to work-based counselling services

Abstract

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.     

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.     

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.     

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.     

关系品质对服务补救效果的调节作用

在关于服务补救的文献中,许多研究过于强调服务补救属性本身对补救后顾客态度和行为意向的影响。其实,它们不仅仅取决于类似于特定服务补救属性的感觉要素,还取决于类似于关系品质这样的知觉要素。为了揭示知觉要素对服务补救效果的重要性,本文以关系品质作为调节变量来考察它对服务补救过程中顾客的态度标识参数和行为意向的影响,发现关系品质对于服务补救效果确实存在着积极的调节作用,并根据这一发现提出了相应的营销建议。最后,文章给出了本研究的局限和未来的研究方向。     

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.     

A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement

Today's information system function includes a large service component. Recent research has examined the SERVQUAL instrument as a possible measure to assist managers and researchers in evaluating service quality. To further examine the appropriateness of the SERVQUAL measure, a large industry sample serves to verify the anticipated structure of the instrument. In addition, a high correlation with a common measure of user satisfaction indicates that the SERVQUAL metric may indeed represent accurate views of user perception. As such, the SERVQUAL instrument can serve as a useful indicator for information system managers attempting to identify areas of needed service improvement and to researchers seeking a success measure of information system services.     

Gegenwart und Zukunft des Coachings – aus Unternehmenssicht

The questions as to what coaching is, which goals are pursued in coaching, and what expectations are placed on coaching services are commonly answered in the coaching scene by taking recourse to its own, internal models and preconceptions. The future of coaching, and of the providers of coaching services depends to a considerable degree on whether the self-perception and the service portfolio offered by coaching providers actually meet the needs and demands of clients. In order to learn more about the preconceptions and expectations of companies concerning the service and the coaches themselves, Kienbaum has collaborated with Harvard Business Manager on a survey of such companies in early 2008. The author presents an overview over the survey’s relevant findings, and he discusses the conclusions of these findings concerning a future understanding of coaching services and what is required of coaches and their qualifications.     

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.     

The Effects of Agglomeration and National Property Rights on Digital Confidentiality Performance

In recent years, instances of organizations failing to maintain digital confidentiality performance have greatly increased in frequency and monetary damage. While the global sourcing of activities in the development of digital assets is widespread, very little is known about how location‐related factors may affect confidentiality outcomes. Addressing this, we empirically investigate two factors with rich theoretical bases and logical linkages to confidentiality: industrial agglomeration and national property rights protections. We conduct a large‐scale, empirical study at the product level of analysis, and treat the confidentiality of a digital product as a performance outcome that is affected by the locations of the two key organizational entities involved in the product's development. We leverage modern, web‐crawling methods to harvest secondary data from a major, illicit distribution channel for these products and combine these data with other secondary data involving legitimate commerce to derive a secondary measure of confidentiality performance. We find robust results, and demonstrate practical significance of our findings through scenario analyses based on actual data from our sample.     

A pilot study of the contribution of empathy to burnout in Salvation Army Officers

Although empathy has been found to distinguish effective counsellors from less effective counsellors, human services professionals who continually experience negative emotional reactions to the feelings that clients express in counselling may be at risk of developing burnout. This study examined the hypothesis that emotional empathy rather than cognitive empathy is associated with burnout. The sample of human services professionals consisted of 71 Salvation Army Officers. Multiple regression was used to investigate whether the dimensions of empathy could predict three aspects of burnout: personal accomplishment, emotional exhaustion and depersonalization. The first regression analysis indicated that personal distress and empathic concern were significant predictor of personal accomplishment. The second analysis indicated that personal distress was a significant predictor of emotional exhaustion. The third indicated that empathic concern was a significant predictor of depersonalization. Although these results support the hypothesis, personal distress was negatively associated with personal accomplishment, whereas empathic concern was positively associated with personal accomplishment. The small size of the sample may have influenced the reliability of the findings. A multidimensional approach to the role of empathy in counselling may help human services professionals to manage their emotional reactions when they engage in counselling with distressed clients.     

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.     

The Emergence of Service Science: Toward Systematic Service Innovations to Accelerate Co‐Creation of Value

The current growth of the service sector in global economies is unparalleled in human history—by scale and speed of labor migration. Even large manufacturing firms are seeing dramatic shifts in percent revenue derived from services. The need for service innovations to fuel further economic growth and to raise the quality and productivity levels of services has never been greater. Services are moving to center stage in the global arena, especially knowledge‐intensive business services aimed at business performance transformation. One challenge to systematic service innovation is the interdisciplinary nature of service, integrating technology, business, social, and client (demand) innovations. This paper describes the emergence of service science, a new interdisciplinary area of study that aims to address the challenge of becoming more systematic about innovating in service.     

Foundations and Implications of a Proposed Unified Services Theory

Diverse businesses, such as garbage collection, retail banking, and management consulting are often tied together under the heading of “services”, based on little more than a perception that they are intangible and do not manufacture anything. Such definitions inadequately identify managerial and operational implications common among, and unique to, services. We present a “Unified Services Theory” (UST) to clearly delineate service processes from non‐service processes and to identify key commonalities across seemingly disparate service businesses. The UST defines a service production process as one that relies on customer inputs; customers act as suppliers for all service processes. Non‐services (such as make‐to‐stock manufacturing) rely on customer selection of outputs, payment for outputs, and occasional feedback, but production is not dependent upon inputs from individual customers. The UST reveals principles that are common to the wide range of services and provides a unifying foundation for various theories and models of service operations, such as the traditional “characteristics of services” and Customer Contact Theory. The UST has significant operational corollaries pertaining to capacity and demand management, service quality, services strategy, and so forth. The UST provides a common reference point to which services management researchers can anchor future theory‐building and theory‐testing research.     

Focusing on Customer Time in Field Service: A Normative Approach

Although customer convenience should be rightfully considered a central element in field services, the customer experience suggests that service enterprises rarely take the customer's preferred time into account in making operational and scheduling decisions. In this paper we present the results of our exploratory research into two interrelated topics: the explicit inclusion of customer time in nonemergency field service delivery decisions and the analysis of trade‐off between the customer's convenience and field service provider's cost. Based on prior research in service quality we identify and illustrate two time‐based performance metrics that are particularly appropriate for assessing service quality in nonemergency field services: performance and conformance quality. To determine vehicle routes, we develop a hybrid heuristic derived from the existing and proven heuristic methods. A numerical example closely patterned after real‐life data is generated and used within a computational experiment to investigate alternate policies for promise time windows. Our experiment shows that over a reasonable range of customer cost parameters the policy of shorter promise time windows reduces the combined total cost incurred by the provider and the customers and should be considered a preferred policy by the field service provider. Managerial implications of this result are discussed.     

基于顾客公平偏好的服务机制与定价研究

由于顾客异质性（单位时间等待成本不同），服务提供商通常对顾客采取分类服务策略，然而分类服务会引起服务系统中不同类型顾客之间等待时间和服务价值的差异性，从而给顾客带来心理上的不公平感，进而引起顾客在服务系统中的流动和转移，进一步影响企业收益和社会福利。本文针对非抢占M/M/1服务系统顾客分类情形为背景，由两种顾客之间期望等待时间的不同和公平偏好参数相结合构建普通顾客的公平心理效用模型，以垄断型服务系统为背景，分别从企业收益、社会福利与顾客效用三个视角进行分析。研究表明，服务提供商应对顾客采取可观测型的分类服务机制来获得最大收益；从社会福利视角，服务提供商应对顾客采取不可观测型的分类服务机制；从顾客效用视角，服务提供商应取消顾客分类服务，仅保留普通顾客。最后同现有结论进行比较分析，并进行拓展研究。本文研究对服务提供商采取合理的服务机制及相应的服务定价具有重要参考价值和指导意义。     

Ellsberg Revisited: An Experimental Study

An extension to Ellsberg's experiment demonstrates that attitudes to ambiguity and compound objective lotteries are tightly associated. The sample is decomposed into three main groups: subjective expected utility subjects, who reduce compound objective lotteries and are ambiguity neutral, and two groups that exhibit different forms of association between preferences over compound lotteries and ambiguity, corresponding to alternative theoretical models that account for ambiguity averse or seeking behavior.     

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.     

SERVICE TYPOLOGIES: A STATE OF THE ART SURVEY

Services comprise an ever-expanding source of employment in the world's economies and are of significant interest to both academicians and practitioners. In this study, historical perspectives from which to view service typologies are provided and four decades of service typologies are chronicled. The interest in services demonstrated by academicians is tracked over time as are the purposes for which typologies have been developed. A unified schematic representation of services is developed in which the common themes underlying service typology development are identified from both a macro and micro level. Based on this study, areas for future research are identified.     

Is the work society running out of work?

The growth of unemployment and underemployment in a society devoted to the work ethic creates a growing pressure for more work to be provided within a pre-existing social and economic framework. Growth of services and small businesses are unlikely to be sufficient. The public sector is widely used as a source of artificial and therefore unsatisfying work. The contrasting growth of the ‘black economy’ despite an official framework of wage rates and law suggests that work-creating forces are still strong. Relaxation of that framework and the breaking down of other rigidities in education, in attitudes to working times and to voluntary service are essential if the need to work is to be satisfied in our changing environment.