Online Customer Experience: A Review of the Business‐to‐Consumer Online Purchase Context

Customer interactions with an organization's website create opportunities for positive experiences that can lead to long‐term relationship building. The range of potential interactions is now quite diverse, including product information search, purchase transaction and/or service delivery. The domain of customer experience (CE) is well developed in the face‐to‐face context, but little attention has been paid to exploring the concept in the online context. The purpose of this paper is to provide a review of the online consumer literature in order to inform understanding of the antecedents and consequences of online customer experience (OCE) in the purchase context. The paper offers four important contributions for both academics and practitioners. First, it adds to understanding of OCE in the purchase context and, second, specifically recognizes and discusses the antecedents of OCE by drawing on existing literature relating to online consumer purchase. Third, it proposes the potential consequences of OCE and provides a framework for future testing. Finally, the paper addresses a problem of relevance to both academics and practitioners, and proposes future research and managerial implications.     

Joint Assessment in Inter‐professional Education: A Consideration of Some of the Difficulties

This paper examines one effort to jointly assess nurses and social workers where professional as well as academic qualifications were at stake. It chronicles an attempt in a Scottish university to integrate assessment of a multi‐disciplinary academic course with assessment within the existing post qualifying framework for social work. In setting up a new course the assessment strategy was designed to meet both the course learning outcomes and the requirements of the Post Qualifying Award for social work. In looking at the tensions between different academic disciplines it is, perhaps, not surprising that this attempt at assessment across professional boundaries ran into difficulties. The context of the assessment issue and the different mechanisms used in repeated attempts to resolve the problems are examined. The tentative conclusion is that, while the inter‐professional education process is highly valued by students, there are tensions between the academic and practice assessment requirements, between different academic traditions and between understandings of reflection and how it is assessed. Mutual trust and understanding are essential to the development of inter‐professional education, including an accreditation system which is flexible enough to meet a range of needs.     

Engaging with Primary-aged Children about their Emotions and Well-being: Methodological Considerations

This article notes that an increasing number of researchers are seeking to carry out studies which engage with children rather than use them as passive sources of data. Often there need to be compromises between ideals of participation and requirements of research sponsors. Some of the relevant methodological issues are illustrated with reference to a qualitative study of children's perceptions of their emotional needs and well-being. The authors describe some of the benefits of combining focus group discussions and individual interviews. Examples are given of a range of techniques that proved helpful.     

Bayesian methods for the cross-design synthesis of epidemiological and toxicological evidence

Summary.  Systematic review and synthesis (meta-analysis) methods are now increasingly used in many areas of health care research. We investigate the potential usefulness of these methods for combining human and animal data in human health risk assessment of exposure to environmental chemicals. Currently, risk assessments are often based on narrative review and expert judgment, but systematic review and formal synthesis methods offer a more transparent and rigorous approach. The method is illustrated by using the example of trihalomethane exposure and its possible association with low birth weight. A systematic literature review identified 13 relevant studies (five epidemiological and eight toxicological). Study-specific dose–response slope estimates were obtained for each of the studies and synthesized by using Bayesian meta-analysis models. Sensitivity analyses of the results obtained to the assumptions made suggest that some assumptions are critical. It is concluded that systematic review methods should be used in the synthesis of evidence for environmental standard setting, that meta-analysis will often be a valuable approach in these contexts and that sensitivity analyses are an important component of the approach whether or not formal synthesis methods (such as systematic review and meta-analysis) are used.     

On the possible significance of the quadratic effect of age on lung-function measurements

The problem of interpreting lung-function measurements in industrial workers is examined. Two common lung-function measurements (FEV₁, and FVC) are described. The standard method currently used in the analysis of such cross-sectional survey data is discussed. The basic assumption of a linear decline with age is questioned on the basis of large sets of data from a variety of industries in British Columbia. It is shown that, while the linear assumption holds approximately in unexposed. healthy nonsmoking individuals, a quadratic age effect is often observed in smokers and/or in individuals who are industrially exposed to certain fumes or dusts. Recognizing this accelerated rate of deterioration in the lungs is of fundamental importance both to the identification of affected individuals and to the understanding of the process involved. An attempt is made to interpret the variety of nonlinear situations observed, by appealing to population selection mechanisms, individual variations in susceptibility, and the effects due to various levels of stimulus strength.     

The fall and rise of ‘use of self’? An exploration of the positioning of use of self in social work education

‘Use of self’ was a central concept in social work in the middle of the twentieth century. Since then its emphasis in social work education has declined as more managerial, procedural and task-focused approaches have prevailed. A review of the degree and postgraduate diploma in social work in Scotland, initiated in 2014, incorporated a comparative content analysis of past and present UK National Occupational Standards (NOS) for social work. The analysis revealed many shifts in thinking and practice, including increased emphasis on ‘use of self’ in the 2013 Standards. This paper reports on this finding in the context of the fluctuating positioning of use of self in social work education, and the potential impact of these changes on qualified practice. It concludes that the changing standards reflect increasing interest in social workers’ ability to draw reflectively on ‘self’ in their day to day practice. Some of the drivers and challenges for a renewed focus on relationship-based practice and use of self are identified, as well as the opportunities presented by this review of the degree for evaluating the impact of changing educational policy on day to day social work practice.     

Sympathetic Magic and Gambling: Adherence to the Law of Contagion Varies with Gambling Severity

This study assessed adherence to the law of contagion by 118 undergraduate students (39 males). Participants were students who played a slot machine game after viewing a prior player who seemed to be winning (“lucky” condition) or losing (“unlucky” condition). Adherence to the law of contagion was assessed by the selection of the coin holder used by a “lucky” prior player and the avoidance of the coin holder used by an “unlucky” prior player. Contagion varied directly with scores on the Problem Gambling Severity Index and scores on the Luck/Perseverance subscale of the Gamblers’ Belief Questionnaire (Steenbergh et al. in Psychol Addict Behav 16(2):143–149, 2002). Gamblers high in problem severity chose the “lucky” coin holder and avoided the “unlucky” coin holder significantly more than gamblers low in problem severity. Problem gamblers, therefore, exhibit evidence of magical thinking related to the transfer of a “lucky” essence. The same was the case for individuals with a strong level of belief that sheer continuation in gambling (luck perseverance) results in success and for individuals who believe that luck is a personal rather than a situational characteristic. All three variables (problem gambling severity, luck perseverance and personal luck) had direct effects on behavior reflecting irrational magical thinking. A belief that knowledge or skill has a role in successful gaming was unrelated to magical thinking. These findings suggest potential foci for cognitive interventions with problem gamblers and those with non-skill based evidence of irrational thinking.     

Understanding Racial and Ethnic Disparities in Arrest: The Role of Individual,Home, School,and Community Characteristics

Contact with the justice system can lead to a range of poor health and social outcomes. While persons of color are disproportionately represented in both the juvenile and criminal justice systems, reasons for these patters remain unclear. This study sought to examine the extent and sources of differences in arrests during adolescence and young adulthood among blacks, whites, and Hispanics in the USA. Multilevel cross-sectional logistic regression analyses were conducted using data from waves I and IV of the National Longitudinal Study of Adolescent to Adult Health (n = 12,752 respondents). Results showed significantly higher likelihood of having ever been arrested among blacks, when compared to whites, even after controlling for a range of delinquent behaviors (odds ratio = 1.58, 95 % confidence interval = 1.27, 1.95). These black–white disparities were no longer present after accounting for racial composition of the neighborhood, supporting the growing body of research demonstrating the importance of contextual variables in driving disproportionate minority contact with the justice system.