Health Outcomes and Volunteering: The Moderating Role of Religiosity

In this paper, we examine whether and what extent public and private forms of religiosity act as moderators of the volunteering and well-being relationship in mid- to later-life. We use data from the second wave of the National Survey of Midlife Development in the United States (n = 1,805). We analyzed the relationships between volunteering and indicators of well-being (self-rated physical and mental health), and tested the moderating effects of public and private religiosity on the volunteering and well-being relationship. Our findings suggest that salubrious effects of volunteering on the self-perceived physical and mental health of middle- aged and older- aged adults varied by their participation in different forms of religiosity. In particular, volunteers who engaged in more public forms of religiosity reported significantly better physical and mental health than non-volunteers who engaged in these forms of religiosity. In other words, individuals who were actively engaged public forms of religious practices and who volunteered, maximized the associated health benefits.     

Customer Use of Virtual Channels in Multichannel Services: Does Type of Activity Matter?

Many firms have recently adopted virtual channels, based most notably on the Internet and the phone, to complement the delivery of services to their customers by their existing physical facilities. The success of such multichannel (MC) strategies relies on the alignment of service design decisions—namely those concerning the allocation of service activities to virtual channels—with customers’ MC behavior. Although prior studies have looked at the intensity with which customers use virtual channels, they have not addressed virtual channel use for different types of service activities. In our study, we investigate whether customers’ use of virtual channels for MC services varies with the type of service activities they engage in, and if so, in what way. In doing so, we address two objectives. First, we investigate the impact of accessibility to the physical channel on the degree of use of virtual channels (Internet and phone, aggregated) for different types of activities. Second, we look at channel preferences (Internet vs. phone) for different types of activities when customers do resort to virtual channels to conduct activities. To address our objectives, we develop and test hypotheses regarding customers’ use of virtual channels based on the match between activity attributes (complexity and volume) and channel attributes (access efficiency, interface efficiency, interface richness). Using data from a MC bank, we find that the impact of accessibility to physical channels (specifically, customer distance) on customers’ use of virtual channels, as well as the relative use of Internet versus phone, depend on the type of activities.     

Building buy-in: The need for internal relationships and informal coalitions

Significant research has focused on influencing senior leadership, and this study offers new insights into building internal relationships and informal coalitions to provide strategic counsel. These strategies involve internal communications, a neglected area of research and practice. The findings are based on in-depth interviews with 30 executives representing multiple departments in four U.S. companies. A new role justifying public relations’ membership in executive decision teams is internal boundary spanning or gathering intelligence internally across business units, and requires public relations to have a seat at multiple decision tables.     

Families and Inheritance Decisions: Examining Non-Titled Property Transfers

This study examines the transfer of personal possessions, which is a dimension of inheritance decision making from which few families are exempt but which largely has been ignored by researchers and educators. The qualitative analysis of a purposeful sample of individual family members who had experienced a transfer of non-titled personal possessions suggested the influence of six key themes. These included: (a) a sensitivity of the issue, (b) lack of goal discussion, (c) different perceptions of fairness, (d) different meanings of objects, (e) lack of awareness of distribution options and consequences, and (f) potential for conflict. The themes identified reinforced that inheritance is not simply an economic or legal issue but one with complex emotional and family relationship dimensions. The findings provide the foundation for further research agendas and for developing educational resources to help family members communicate about and make more informed decisions regarding the transfer of non-titled property.     

Social Return on Investment Analysis

This article uses a social return on investment (SROI) methodology to analyze the social impact of a social enterprise offering a job and skills training program to an unemployed, largely female population. The social enterprise is based in Toronto (Canada) and run by a nonprofit agency dedicated to the advancement and empowerment of women, primarily immigrants, through access to employment. We focus our analysis on a job and skills training program that provides clients with the skills and tools that they need to successfully seek employment in their efforts to (re‐)enter the Canadian labor market. Our goal is to determine the tangible and intangible program outcomes by applying and testing the SROI methodology.     

Life-threatening disability in adolescence: Adjusting to a limited future

This paper describes a medical social worker's efforts over one and a half years to help a client adjust to a neurological disorder. Prior to social work services, the young woman had never discussed her disability, which began in adolescence, with anyone outside the family, and communication within the family was seriously compromised by their perception of disability as a stigma. Lacking the opportunity to mourn the loss of her physical abilities, she became isolated and depressed, and acted out aggressive thoughts and fantasies within the family system. Social work intervention helped the client to re-work the original trauma of diagnosis, which led to the development of a healthier defensive structure and new coping mechanisms.