加入WTO对医疗服务的挑战及相应对策

加入世界贸易组织（WTO）使我国医疗服务面临新的挑战,如国外医疗机构将进入我国,对公立医院管理体制的冲击等,对此提出了我国应采取的对策如深化医疗卫生体制改革等。     

Teen Line: a descriptive analysis of a peer telephone listening service

Teen Line is a peer telephone listening service for adolescents. During its first year of operation, 2,270 phone calls were received. After an initial novelty effect, counts document a consistent level of use of the service. Two-thirds of the callers were female. Although 4% of topics discussed dealt with crisis situations (suicide, physical abuse), 96% were concerned with common, less urgent adolescent issues, such as peer relationships, family dynamics, and the need to have someone "just to talk to." This paper presents a model for an adolescent listening service and provides data garnered over a year's utilization. Consistent use documents its acceptance as a source of information for teenagers.     

A comparison of high versus low involvement bank customers

Empirical research related to the use of involvement as a segmentation variable for service customers is sparse, despite its potential managerial utility. The present study utilized a survey methodology to examine service involvement as well as selected perceptions and demographics of bank customers. Multiple discriminant analysis found high involvement customers to hold more favorable perceptions of bank attributes than low involvement customers. High involvement customers also tended to be older and have less education. Research related to the construct of involvement holds the potential for increasing our understanding of consumer behavior within the service sector as well as offering insights to service marketers.     

An evaluation of a hospital-based trainee counselling psychology practitioner's service

Counselling psychology is in its infancy in the National Health Service. There is a professional need to evaluate what its practitioners do and with what outcomes. This study is of the work of a trainee counselling psychologist, in a clinical psychology department, and covers his work over 30 months from first appointment. Numerical data were accessed from historical records relating to the author's three working areas: a psychiatric hospital's outpatient department; a university's student health service; and a short-contact primary care counselling clinic. A sample of closed-case clients from the hospital outpatients and the student health service was contacted, and sent questionnaires to elicit their views on the service received. Primary care clients were excluded from this part of the study because of service dissimilarity to the other working domains and access problems. Case loads, case types, frequencies and distributions of client attendances and non-attendances were examined, compared and contrasted using tables, graphs and statistical methods. Clients’ questionnaire responses were tabulated and commented on. It was apparent that although the same general pattern of anxiety-clustered cases predominated in each working area, in other respects the service demands were different. The data have relevance for service design, staffing and management.     

Psychoanalytic thinking in primary care: The Tavistock Psychotherapy Consultation model

This paper describes the conceptual underpinnings, structure and operations of a novel service, the City and Hackney Primary Care Psychotherapy Consultation Service – a service set up partly with the aim of addressing the needs of patients who present with ‘medically unexplained symptoms’. As part of the Tavistock and Portman NHS Trust, this service moves its clinical base, staff members and daily work, as well as the foundations of psychoanalytic thinking that define the Trust's work, into the heart of a community, and provides psychoanalytically informed clinical practice and consultation to patients and general practitioners in the City and Hackney, one of London's (and the UK's) most deprived and ethnically diverse boroughs. The authors describe the psychoanalytical underpinnings of the model, the design and structure of the service, patient demographics and preliminary outcome data, as well as an example of consultation work with general practitioners. The authors propose that psychoanalytic applications have a place in primary care and that psychoanalytic thinking can help general practitioners and patients alike, even when the clinical interventions offered are not solely based on psychoanalytic technique or therapeutic approaches. The paper concludes with thoughts about the model, its origins and its future.     

Personal Selling & Sales Management Abstracts

It has been suggested that delivering superior service quality is a prerequisite for success in today's business environment. As a boundary spanner, the industrial salesperson plays a critical role in the service delivery process. However, little sales force research has focused on service quality. This article focuses on the link between personal selling and service quality, and demonstrates how one firm utilized a measure of service quality as a diagnostic tool in managing its sale force. Additionally, the article shows how the same firm used a competitive service quality assessment to gain insights into its competitive position.     

外卖骑手群体的EAP方案设计及其干预有效性

基于互联网技术的餐饮外卖催生出规模不断壮大的外卖骑手这一新兴职业群体,但其身心健康问题日益受到社会关注.员工帮助计划(EAP)是组织为员工设置的一套系统、 长期的福利支持项目.本研究在调查外卖骑手的身心压力状况和EAP服务需求的基础上,设计骑手群体的EAP服务方案,并对方案的有效性进行评估,以探索EAP服务有效性的作用...     

Implementing a Primary Mental Health Service for Children: Administrator and Provider Perspectives

The Child Mental Health Service (CMHS) is an Australian primary care program introduced in July 2010 to provide mental healthcare to children who have, or are at risk of, developing psychological disorders. The Australian Government provided supports (e.g., training for mental health professionals), resources (e.g., funding for positions devoted to fostering inter-agency linkages or partnerships) and various flexibilities in service delivery. This study aimed to explore the processes used in the implementation of the CMHS in order to achieve its objectives of delivering a high quality standard of service, and forging linkages and support networks with other relevant health and non-health agencies. Structured interviews were conducted with 20 program administrators, six referring professionals and eight mental health professionals. Interviews were recorded, transcribed and analysed for themes using NVivo. The CMHS appears to have made good progress towards achieving its objectives by implementing processes that facilitated the delivery of a high quality service (e.g., engaging appropriately qualified, and encouraging additional training and clinical support for, mental health professionals; employing quality assurance mechanisms and clinical governance arrangements) and establishment of inter-agency linkages (e.g., devoting a professional role—Coordination and Liaison—to this purpose). Provider perspectives suggest that the CMHS has had a positive impact on children and their families. Comparable countries implementing primary mental health programs for children may benefit from considering similar additional supports (e.g., training for mental health professionals), resources (e.g., funding positions devoted to fostering service inter-agency linkages) and service delivery flexibilities as those available in the CMHS.     

Are You Being Served? The Relationship between School Climate for Service and Teachers' Engagement,Satisfaction, and Intention to Leave: A Moderated Mediation Model

The notion of service has been receiving increasing attention in organizational psychology literature in recent years, due to the client-oriented managerial movement. Yet, little to no attention has been paid to the service notion in educational psychology despite its high relevance to educational settings, given the pressure to be more service-oriented and possess a client-focused state of mind. The present study explores the notion of service in school domains by examining the joint effects of climate for service and the internal service in schools on teachers' work attitudes: work engagement, job satisfaction, and intention to leave their work. The notion of climate for service emphasizes the school's attitude of teachers as service providers to its clients (students and their parents); internal climate emphasizes the school's attitude of providing service to its teaching staff. The study was conducted via a sample of 423 teachers from 30 different schools in Israel. We hypothesized that the indirect relationship between the climate for service and teachers' job satisfaction and intention to leave work would be mediated by teacher work engagement. Our findings supported this hypothesis. Moreover, this indirect relationship via teacher work engagement was demonstrated most strongly when the internal service quality received was high, providing teachers with the capability to deliver what the service climate motivates them to do. Therefore, service-oriented resources—both climate for service and internal service—may be crucial in affecting teachers work attitudes and should be specifically targeted by principals and other educational decision makers.     

Career guidance in England today: reform,accidental injury or attempted murder?

ABSTRACT

In 2011 England's career guidance profession lost its ‘own’ public service organisation and its former dedicated stream of public funding. The immediate causes lay in decisions by the government of the day, but this article revisits the profession's history to seek explanations for its later vulnerability. It is argued that decisions taken early in the profession's history, specifically its complete separation from adult employment services and basing claims to professional expertise almost wholly on occupational psychology, though maybe right at the time, were to have fateful consequences. The article proceeds to argue that career guidance will certainly survive its recent trauma, but the most likely outcome of the current ‘reforms’ – a market in career guidance services – will not create the kind of comprehensive education-to-work bridging service that was once intended and which is still needed.     

Assessing the multidimensional and hierarchical structure of SERVQUAL

Parasuraman, Zeithaml, and Berry introduced SERVQUAL in 1998 as a scale to measure service quality. Since then, researchers have proposed several variations. This study examines the development of the tool. Marketing researchers have first challenged the conceptualization of a perceptions-expectations gap and have concluded that the performance-based measures are adequate to capture consumers' perception of service quality. Some researchers have argued that the five dimensions of the SERVQUAL scale only focus on the process of service delivery and have extended the SERVQUAL scale into six dimensions by including the service outcome dimension. Others have proposed that service quality is a multilevel construct and should be measured accordingly. From a sample of 467 undergraduate students data on service quality toward up-scale restaurants were collected. Using the structural equation approach, two measurement models of service quality were compared, the extended SERVQUAL model and the restructured multilevel SERVQUAL model. Analysis suggested that the latter model fits the data better than the extended one.     

COVID-19 and the Acceleration of Behavioral Parent Training Telehealth: Current Status and Future Directions

The SARS-COV-2 (COVID-19) pandemic and associated social distancing guidelines have accelerated the telehealth transition in mental health. For those providing Behavioral Parent Training (BPT), this transition has called for moving sessions that are traditionally clinic-based, active, and directive to engaging, supporting, and treating families of children with behavior disorders remotely in their homes. Whereas many difficulties accompany this transition, the lessons learned during the current public health crisis have the potential to transform BPT service delivery on a large scale in ways that address many of its long-standing limitations. We describe both challenges and opportunities and consider the possibilities inherent in a large scale BPT service delivery model capable of increasing the reach and impact of evidence-based treatment for all families.     

远程心理健康服务：应用、优势及挑战

远程心理服务(Telepsychology)是利用远程通讯技术提供心理服务的新兴心理服务方式,虽然在COVID-19疫情期间得到了广泛应用,但仍缺乏相关行业应用规范及专业培训体系。现有的远程心理服务三维模型以应用环境、应用领域、应用方式为服务框架,结合九个应用领域开展远程心理服务。我们根据已有研究提出了以咨询师、治疗方法、远程技术手段为主要因素、以来访者为中心的远程心理服务应用模型。人工智能在远程心理服务领域的应用主要包括三个方面:机器学习与人工神经网络、自然语言处理与情感分析、虚拟现实与增强现实。目前,远程心理服务正以蓬勃的态势极速发展:其在提高心理服务督导效率、减少服务成本等方面有着显著优势,同时在心理服务从业人员对远程心理服务的接受度、来访者的适应性、重视程度方面也面临着挑战。未来远程心理服务可以在监管体系、从业者培训、远程应用技术三个方面进行深入探索。     

Intervening in the Lives of Youth with Complex Behavioral Health Challenges and Their Families: The Role of the Wraparound Process

Wraparound is an individualized, team-based service planning and care coordination process intended to improve outcomes for youth with complex behavioral health challenges and their families. In recent years, several factors have led wraparound to become an increasingly visible component of service systems for youth, including its alignment with the youth and family movements, clear role within the systems of care and public health frameworks, and expansion of the research base. In this paper, we provide a review of the place of the wraparound process in behavioral health, including a discussion of the opportunities it presents to the field, needs for further development and research, and recommendations for federal actions that have the potential to improve the model’s positive contribution to child and family well-being.     

Bodyshopping: The Case of Prostitution

Some have argued that a proper account of prostitution shows it to be a morally neutral, commercial service 'like any other'. This paper explores further the implications of this 'service' model and argues that it depends upon a weak conception of the kind of sex involved in such a practice and involves the objectification of both prostitute and customer. I argue that there is a moral view of sex which is not merely 'romantic', from which it is still possible to view prostitution as morally objectionable; but that, nevertheless, this perspective itself may provide for a development of the idea of a service which would justify a limited practice of prostitution. Such a practice would, however, be very different from that which supporters of the putatively morally neutral model of prostitution have in mind and would depend for its plausibility on a comparison with other forms of caring for which payment is given.     

Targeting a niche market of pet owners: consumer evaluation of a mobile veterinarian's service concept

The veterinary care service industry in the USA is projected to continue its growth during the next decade, primarily due to increasing numbers of pets and rising consumer expenditure for pet medical care. The increasing demand for pet care has spawned a proliferation of traditional and non‐traditional veterinary services. There is a need to examine the market potential for new veterinary services. A concept test among 150 target consumers is used here to provide an evaluation of a non‐traditional veterinary service—mobile veterinary care for small companion animals. Although using a vet who makes house calls would require a change in consumer behaviour, the findings indicate that the service concept is appealing to a niche market of pet owners who desire more service convenience and are willing to pay for it. Educating more consumers about the service benefits may broaden its appeal. Copyright © 2002 Henry Stewart Publications Ltd.     

中国特色社会心理服务体系建设的路径分析

社会心理服务体系作为培育良好社会心态的公共服务体系，有着公共服务体系具有的基本特征：普惠性、公平性和动态性。同时，作为社会治理体系的有机组成部分，这个体系的功能是促进社会治理现代化和科学化，营造和谐的社会心态。中国特色社会心理服务体系建设需要立足我国国情，注重以下方面：党政集中统一领导、针对性的心理服务内容、多元化的心理服务载体、专兼职互补的心理服务队伍、循序渐进的建设重点。     

Modeling Customer Loyalty from an Integrative Perspective of Self-Determination Theory and Expectation–Confirmation Theory

Purpose  This research conceptualizes and tests an integrative model of customer loyalty by linking two important theories: expectation–confirmation theory and self-determination theory. Design/Methodology/Approach  The model is examined using data obtained from 207 part-time students who have encountered the service of a skincare and beauty salon in Taiwan. These students work as full-time professionals in a variety of industries during the daytime and are financially independent for their daily consumption. Findings  The empirical results of this study indicate that loyalty is positively influenced by both intrinsic regulation and identified regulation, while introjected regulation and external regulation are insignificantly related to loyalty. Affected positively by service expectation and service confirmation, satisfaction has positive influences on all four dimensions of self-determined motivation—namely, intrinsic regulation, identified regulation, introjected regulation, and external regulation. Implications  The findings of this study show that the proposed model helps to learn about loyalty formation and its mediating mechanism in service contexts. Intrinsic regulation and identified regulation may be applied as two potential checkpoints for management to learn the actual status of customer loyalty based on a constant service quality offered by the service provider. Originality/Value  This study is one of the earliest to integrate expectation–confirmation theory and self-determination theory to explore loyalty. Besides, this study transplants the traditional application of self-determination theory from educational service to commercial service in general so that efficient strategies can be made for boosting loyalty.     

The Limits of Razian Authority

It is common to encounter the criticism that Joseph Raz??s service conception of authority is flawed because it appears to justify too much. This essay examines the extent to which the service conception accommodates this critique. Two variants of this critical strategy are considered. The first, exemplified by Kenneth Einar Himma, alleges that the service conception fails to conceptualize substantive limits on the legitimate exercise of authority. This variant fails; Raz has elucidated substantive limits on jurisdiction within the service conception of authority, albeit reluctantly and equivocally. The second, exemplified by Scott Hershovitz, alleges that the service conception fails to conceptualize procedural limits on the legitimate exercise of authority. He objects that the normal justification thesis fails to deny legitimacy to rational and expert dictators. This argument is more potent, but its force is concealed when it is aimed at the normal justification thesis rather than the quite separate jurisdictional limits of Raz??s theory. Clarifying those jurisdictional aspects of the service conception shows why the first argument fails and exposes the real strength of the second. Both variants have important consequences for our understanding of the service conception.     

The rise of chatbots: The effect of using chatbot agents on consumers' responses to request rejection

This research investigates consumers’ perceptions and evaluations of robot service agents compared with human service agents when service requests are rejected. Six studies were conducted. The results show that when consumers receive a rejection of their service request, they evaluate the service less negatively if the service is handled by a chatbot agent versus a human agent. The reason is that consumers have lower expectations that robots will be able to provide flexible services to them. Consequently, their dissatisfaction with the request rejection is lower when the service is handled by robots. However, the aforementioned effect is not observed (1) when consumers have not experienced the service yet, (2) when their service request has been accepted, or (3) when the service agent conveys emotions to apologize for request rejection.