Experience,Service Operations Strategy,and Services as Destinations: Foundations and Exploratory Investigation

This paper explores the customer experience paradigm as it pertains to service operations strategy and design. First, we operationally define and discuss the concept of customer experience. In this context, we propose a reframing of the strategic role of operations strategy as one of choreographing experience‐centric services. We then introduce the concept of services as destinations as an emerging business model for classifying experiential service strategies. Our conceptual typology of experience‐based strategies uses two dimensions: (1) the depth of use of experience as a source of value creation, ranging from brand experience to the services as a destinations business model, and (2) the degree of integration of experience internally within the firm. Using this conceptual typology, we develop five propositions and use multiple cases to illustrate firms' use of these experience strategies. Laying the groundwork for future research, we highlight insights from the qualitative, multiple‐case data as they pertain to service operations strategy and the business model that employs services as destinations. A number of questions for further research are suggested.     

On the relevance and accountability of dialect: Conversation analysis and dialect contact

The present study seeks to illustrate how the theory and method of conversation analysis (CA) can be used to begin to unpack the notion of ‘contact’ in contact linguistics research. After reviewing language and dialect contact as they are traditionally conceptualized, we describe an additional set of questions inspired by CA's fundamental concern with relevance and accountability. It is argued that, by analyzing the structure and design of turn‐by‐turn talk in situations of dialect contact, we are able to investigate how co‐participants themselves go about carving out the boundaries of their respective dialects, how they can link those dialects to social identities, and how those social identities can become ‘procedurally consequential’ for the design of subsequent talk between the interlocutors. It is ultimately hypothesized that relevance and accountability at the micro‐interactional level may provide new insight into the moment‐by‐moment mechanisms that bring about the comparatively more macro‐level outcomes of dialect contact (e.g. leveling, koineization, etc.) that have been previously identified in contact linguistics research.     

Experiencing Civil Unrest: Elder Voices on Ferguson

ABSTRACT

Ferguson, Missouri became the center of the nation’s attention when an unarmed African American teenager was killed by a Caucasian police officer. Civic unrest continued for weeks. The aim of this study was to learn how older adults experienced the social unrest. Ten focus groups were conducted with 73 participants. Eight themes were identified. Issues related to safety were most commonly discussed. Participants reported a breakdown in intergenerational communications and expressed a desire for more exchange. Findings are being discussed with relevant organizations to increase the involvement of older adults in on-going community development efforts and to provide opportunities for intergenerational dialogue.     

Worried,concerned and untroubled: antecedents and consequences of youth worry

Using a pattern‐based approach, worry was explored in relation to military youths' developmental and contextual characteristics, and pivotal outcomes (depressive symptoms, self‐efficacy, well‐being, coping styles, academic performance and deployment adjustment). Data were collected from parents and adolescents, age 11 to 18, living in the USA (n = 273 families). Variations in individual characteristics (age and gender), military family factors (rank, recent deployment, parents' resilient coping abilities) and family relational characteristics (parents' marital status, warm parenting, marital quality) were related to heterogeneous worry typologies. Depressive symptoms, self‐efficacy and well‐being, varied across the worry typologies. Implications are drawn from these findings for identifying potential interventions that can be accessed to modify these worry patterns and limit their harmful effects.     

Fostering confidence: Foster caregivers' relationship efficacy and associations with marital and co‐parenting relationship quality

Although healthy marital and co‐parenting relationships are important characteristics of a high‐quality, two‐parent foster home, little attention has been given to foster caregiver couples' perceptions of their marital and co‐parenting relationships and the contextual factors that influence these perceptions. Guided by the contextual model of family stress and social cognitive theory, the current study explores patterns of foster caregivers' relationship efficacy, covariates associated with efficacy, and how efficacy is associated with marital and co‐parenting relationship quality. On the basis of data collected from a random sample of 93 foster caregivers, latent profile analysis identified 49.5% as reporting moderate levels of relationship efficacy and 50.5% as reporting high relationship efficacy. Additionally, findings suggested that those who had been married previously, did not have a current placement, had been married longer, had fewer children, and received support from family reported higher levels of relationship efficacy, which was positively associated with positive marital and co‐parenting relationship quality. Implications for how the child welfare system can support foster caregiver marital and co‐parenting relationships are shared.     

Manager attitudes concerning flexible work arrangements: fixed or changeable?

ABSTRACT

Flexible work arrangements (FWAs) present a vehicle for supporting caregiving responsibilities, but have yet to be widely implemented, in part, because of limited support from managers. This study examines transformation of manager attitudes toward FWAs in the context of a change initiative. Panel surveys of 721 managers revealed positive and negative attitudes concerning the use of FWAs and predictors of changes in these attitudes. Over the course of one year, the attitudes shifted in positive and negative directions consistent with conservation of resources and symbolic interactionism theory. Experience in supervising workers in FWAs, exposure to training, and perceived career rewards predicted favorable changes in attitudes. Findings offer support for advocacy for FWAs on the basis of a positive spiral of affirmation that connects experience and attitudes toward FWAs. The viewing of a personalized report on support of flexible work use by peers predicted development of more favorable attitudes in the merits of schedule flexibility. Findings indicate that manager attitudes about FWAs can be influenced, which in turn has potential to enhance family responsive employment practices.     

Improving ascertainment of risk factors for HIV infection: results of a group-randomized evaluation

To allow appropriate allocation of prevention and care funding, HIV/AIDS surveillance data must include risk factor information, currently available for less than 70% of cases reported in the United States. The authors evaluated an intervention consisting of provider training and materials to improve risk factor reporting. Facilities were matched prior to randomization to intervention or control, and generalized linear mixed models were used to test for an intervention effect. Twenty-one percent of cases from intervention facilities and 33.4% from control facilities (p = .09) were reported without any risk factor information. The pre-post difference (20.7% for intervention and 36.0% for control) was not significant among HIV cases (p = .11) nor among AIDS cases (p = .12; 21.3% for intervention and 31.1% for control). The methods the authors' evaluated may need to be combined with other approaches and/or alternative classification schemes to significantly reduce the percentage of cases reported to surveillance without risk factor information.     

玩笑的艺术

正作为乌克兰最优秀的艺术家之一,谢尔盖?赫拉波夫以版画、插画作为主要创作形式。其充满隐喻的画面内容,以及内省式的思考方式,让他的作品别具深意。而天马行空的想象,则几乎开辟了一个不同于人世的黑白世界。他拥有无尽的想象力,且技法精湛,对版画制作有着接近完美的控制力。观看一位艺术家的作品,无疑能在其中发现某些隐秘的特质,在谢尔盖?赫拉波夫的艺术中,我们看到了趣味、玩笑,不羁的想象,以及卓越的幽默感。其作品充满隐喻的画面内容,