Assessment of client/patient satisfaction: development of a general scale

The development and shaping of a general scale to assess client/patient satisfaction is reported. The scale, the CSQ, was constructed empirically by the authors. The CSQ is a response to several problems and issues that currently cloud the measurement of consumer satisfaction in health and human service systems. These problems and issues in assessing satisfaction are described. Finally, we present practical expriences to date in using the CSQ along with general psychometric qualities of the scale and correlations of CSQ results with client characteristics, service utilization, and service outcomes.     

Female Entrepreneurship and the Metanarrative of Economic Growth: A Critical Review of Underlying Assumptions

This critical review of the literature on female entrepreneurship problematizes the metanarrative of economic growth and the mechanisms through which it both operates and is maintained. Central to this is the axiomatic ‘underperformance hypothesis’, which states that ‘all else being equal, female entrepreneurs tend to be less successful than their male counterparts in terms of conventional economic performance measures’ (Du Rietz and Henrekson (2000, p. 1). As an axiom, the truth of the ‘underperformance hypothesis’ is taken for granted, and thus it invisibly serves as a starting point, delimiter and interpretive lens for analysis in this field. While it remains invisible, the hypothesis will continue to reproduce the differences between male and female entrepreneurs, and thus the subordination of women to men in the realm of entrepreneurship. The review illustrates how, by associating females with underperformance, the persistent influence of the metanarrative of economic growth has been masked and the image of the female entrepreneur as problematic and inferior to her male counterpart has been reinforced. The authors argue that a postmodern feminist epistemology will destabilize both the metanarrative of economic growth, and the axiomatic ‘underperformance hypothesis’ it supports, thus opening up space for a heterogeneous understanding of (female) entrepreneurship. By questioning accepted knowledge about female entrepreneurs, the review sets the platform for the exploration of new research questions and a broad agenda for future research. Such an agenda is crucial in order to move future research beyond the pervasive influence of the metanarrative of economic growth and its attendant underperformance hypothesis.     

The Dynamism of Organizational Practices: The Role of Employment Blueprints

This paper explores how founders’ blueprints affect the dynamism of organizational practices, and in particular the capability to sustain as well as change practices. First, a theoretical argument is developed on the critical role of founders’ blueprints of the employment model, which are difficult to alter and mark firms’ future paths by affecting the dynamism of organizational practices over an extended period of time. Subsequently, case studies of several organizational practices in three management consulting firms in the USA, the Netherlands and the UK illustrate how founders’ conceptions of the employment relationship (i.e. their employment model) affect the way in which competing demands of continuity and renewal are addressed. Moreover, engineering‐ or commitment‐oriented blueprints appear to facilitate the capability to adapt, while autocratic blueprints do not.     

Systems thinking and business process redesign: An application to the beer game

Managers are regrettably ignorant of the fact that their business organisations are ‘designable’. But recently, concepts such as business re-engineering and systems thinking, coupled with advances in methods of quantifying business systems, have enabled managers to scrutinise their business systems afresh.Ann van Ackere, Erik Reimer Larsen and John Morecroft use a well-known logistical system — the ‘beer game’ — to illustrate these re-engineering concepts and tools in a multi-stage production and distribution system involving a single brand of beer. This business game raises the fundamental question of why it is so difficult to match shipments and factory production to consumer demand.The authors conclude that such re-design concepts and tools can be applied successfully to full-scale business problems. Systems thinking, modelling and continuous time simulation can provide the framework for carrying the design process from mapping all the way through to redesign. The most effective CEOs of the future will be those who are competent to create corporate design in which employees are allowed to succeed.     

Towards Common Ground and Trading Zones in Management Research and Practice

The purpose and nature of management scholarship is contested, evidenced by debates about the ‘academic–practitioner divide’ and attendant remedies for addressing it, including mode 2 and mode 3 research, engaged scholarship, evidence‐based management and design science. In this paper the authors argue that, without a culture of dialogical encounter, management scholarship will never be able to emerge from its adolescence, and management will not develop into the profession that it should and can become. The central proposition is that the highly fragmented landscape of management (practice and scholarship) lacks sufficient capability for dialogue among the plurality of actors situated across that landscape. Developing the dialogical capability ultimately required to break this fundamental impasse demands, first, a shared sense of purpose and responsibility (akin to the Hippocratic Oath in medicine) and, second, institutional entrepreneurship to establish more and better ‘trading zones’. Drawing on the philosophy of pragmatism, the authors further this endeavour by identifying and proposing key elements of a statement of shared purpose and responsibility. Finally, they explore the nature and characteristics of successful trading zones, highlighting particular examples that have already been created in management studies.     

Problem gambling among female prisoners: lifetime prevalence,help-seeking behaviour and association with incarceration

The widespread introduction of electronic gaming machines (EGMs) in Australia has seen problem gambling (PG) rates soar over the past decade. This has been particularly apparent among women, with presentations to gambling help services increasing fivefold, and 90% of them indicating EGMs as the problem. Prisoners represent a group containing the highest PG rate found in any population. Despite a sharp increase in PG among women and the well-established link between offenders and PG, little data exists concerning PG among female prisoners. This study examined lifetime prevalence of PG among female prisoners in South Australia. The Early Intervention Gambling Health Test was administered to 74 female prisoners. Previous help-seeking behaviour and association with incarceration were also examined. Sixty-four percent of respondents indicated PG with one in six reporting they were incarcerated due to PG-related offending. Problem gamblers whose incarceration was related to PG were more likely to indicate they had gambled to try and win money to repay debts than problem gamblers incarcerated for unrelated offending. Given high levels of PG and overall low rates of help-seeking, women’s prisons may provide an opportunity to engage this high-risk population with effective treatment.     

A systematic approach to smoking cessation activities in Danish shelters

Introduction: Shelter users have an alarmingly high smoking prevalence; our aim was to develop systematic smoking cessation activities in the shelters. Method: All available (n?=?13) shelters in Copenhagen were included. This Participatory Action Research had a development/test period and an implementation period for the revised intervention. Shelter-staff completed a questionnaire at baseline. Municipal smoking cessation counselors were trained to work with shelter users. Three types of on-site smoking cessation activities were developed and offered. Results: The estimated mean smoking prevalence in shelter users was 79%. Only two shelters ran smoking cessation activities prior to study start. All but one of the shelters implemented group-based intervention activities and approximately 13% of smokers signed-up; 26.6% of those who attended the first session were abstinent after approximately 12 weeks, as confirmed by staff. Conclusion: Smoking cessation activities in shelters are wanted by staff and shelter users, they are feasible and even very vulnerable persons are able to quit. Based on our experiences in Copenhagen shelters, we propose a systematic approach for future smoking cessation initiatives: smoking activities should be driven by the municipality, be pro-active, on-site, tailored and flexible, in addition, free nicotine therapy should be offered and trained smoking cessation counselors should be available.     

Testing the Intransitivity Explanation of the Allais Paradox

This paper uses a two-dimensional version of a standard common consequence experiment to test the intransitivity explanation of Allais-paradox-type violations of expected utility theory. We compare the common consequence effect of two choice problems differing only with respect to whether alternatives are statistically correlated or independent. We framed the experiment so that intransitive preferences could explain violating behavior when alternatives are independent, but not when they are correlated. We found the same pattern of violation in the two cases. This is evidence against intransitivity as an explanation of the Allais Paradox. The question whether violations of expected utility are mainly due to intransitivity or to violation of independence is important since it is exactly on this issue the main new decision theories differ.