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201.
Self‐service technologies are shaping the future of consumer behaviour, yet consumers often experience service failure in this context. This conceptual paper focuses on self‐service technology failure and recovery. A consumer perspective is taken. Recovering from self‐service technology failure is fraught with difficulty, mainly because of the absence of service personnel. The aim of this paper is to present a theoretical framework and associated research propositions in respect to the positive role that service guarantees can play in the context of self‐service technology failure and recovery. It contributes to the consumer behaviour domain by unifying the theory pertaining to consumer complaint behaviour, service recovery, specifically consumers' perceptions of justice, and service guarantees, which are set in a distinctive self‐service technology context. It is advanced that service guarantees, specifically multiple attribute‐specific guarantees, are associated with consumer voice complaints following self‐service technology failure, which is contingent on the attribution of blame in the light of consumers' production role. Service guarantees are argued to be associated with consumers' perceptions of just recovery in the self‐service technology context when they promise to fix the problem, compensate only when the problem cannot be remedied, offer a choice of compensation that is contingent on failure severity, afford ease of invocation and collection, and provide a personalised response to failures. Previous classifications of SSTs are used to highlight the applicability of guarantees for different types of SSTs. Managerial implications based on the theoretical framework are presented, along with future research directions. Copyright © 2011 John Wiley & Sons, Ltd. 相似文献
202.
Jane Fountain Samantha Howes John Marsden John Strang 《Journal of community & applied social psychology》2002,12(1):71-75
From a sample of 389 homeless people in London, the characteristics of those who used services for homeless people are presented and the implications for service planning and delivery explored. Staff providing services for this client group need knowledge about drug use and the confidence to work effectively with homeless drug users. Copyright © 2002 John Wiley & Sons, Ltd. 相似文献
203.
by Corey Abel 《Zygon》2009,44(1):197-222
I examine Michael Oakeshott's theory of modes of experience in light of today's evolution debates and argue that in much of our current debate science and religion irrelevantly attack each other or, less commonly but still irrelevantly, seek out support from the other. An analysis of Oakeshott's idea of religion finds links between his early holistic theory of the state, his individualistic account of religious sensibility, and his theory of political, moral, and religious authority. Such analysis shows that a modern individualistic theory of the state need not be barrenly secular and suggests that a religious sensibility need not be translated into an overmastering desire to use state power to pursue moral or spiritual ends in politics. Finally, Oakeshott's vision of a civil conversation, as both a metaphor for Western civilization and as a quasi-ethical ideal, shows us how we might balance the recognition of diverse modal truths, the pursuit of singular religious or philosophic truth, and a free political order. 相似文献
204.
Sandra Moore 《Counselling and Psychotherapy Research》2006,6(4):221-226
Although much counselling already takes place in the voluntary sector, little is known about the nature of the work being done or about its effectiveness or the training and experience of its practitioners. Given the gap between the demand for and supply of psychological therapies in Britain today, lack of research into the effectiveness of this work could mean that a valuable resource is being under‐utilised. This paper describes a study of a large, generic counselling centre and, using the CORE monitoring and evaluation system, makes comparisons between its work and that of a number of NHS psychological therapy services. It shows; that it is of at least as complex or severe a nature; and that it is as effective. It also shows that the therapy carried out in this agency is done by appropriately qualified and experienced practitioners. 相似文献
205.
Angelo Spoto 《The Journal of analytical psychology》2021,66(5):1094-1118
Expanding on Jung’s use of the role of the superior and inferior functions, Angelo Spoto advances a new typological model based on ‘whole type’ that utilizes a typological perspective on the archetypal Self. In this new model four cognitive modes taking superior positions are developed in the first half of life and four cognitive modes taking inferior positions are encountered in the second half of life. This model indicates that type development and type dynamics take place through the holding of the tension of opposites between superior and inferior functions, helped by the transcendent function operating differently in the first and second halves of life. Specifically, in the first half of life, the transcendent function produces a tertium that moves typological development along to consolidate an ego-pattern. In the second half of life, the transcendent function takes the individual into encounters having to do with an appreciation of sacrifice, transformation, and symbol-making, as the personality advances towards a greater awareness of wholeness, by way of the inferiors. 相似文献
206.
The goal of this study was to examine the relationship between “The Black Church”, the mental health needs of its members, and addressing those needs from the perspective of counsellors within the church. Four in-depth interviews were conducted with members of the mental health counselling team at one large, African American-serving church in the Midwest to explore their thoughts about their church pastor’s desire to expand their current ministry to a fully operating counselling centre. The findings suggest that “the Black Church” not only has a role and responsibility in addressing the mental health needs of African Americans within and outside of the church but can also use religiosity as a facilitator rather than a barrier to mental health service use among African Americans. 相似文献
207.
This study reexamined the organization of Young’s 18 early maladaptive schemas and their hypothesized associations with experiences of need-thwarting parental experiences in childhood and the “vulnerable child” mode of emotional distress in adulthood. A large Danish sample (N = 1054) of 658 clinical- and 391 nonclinical adults completed measures of early maladaptive schemas, parenting styles, and the vulnerable child mode. We identified four higher-order schema domains as most appropriate in terms of interpretability and empirical indices (“Disconnection & Rejection”, “Impaired Autonomy & Performance”, “Excessive Responsibility & Standards”, and “Impaired Limits”). All four schema domains were differentially associated with conceptually relevant need-thwarting parental experiences. Apart from “Impaired Limits”, the schema domains meaningfully accounted for the association between need-thwarting parental experiences in childhood and emotional states of feeling like a “vulnerable child” in adulthood. We conclude that four domains of early maladaptive schemas are empirically and conceptually consistent with Young’s schema therapy model of personality pathology and longstanding emotional disorders. Findings warrant replication using different populations and if possible a prospective multi-method design. A scoring key for computing the four schema domains is provided. 相似文献
208.
Kim J. P. M. van Erp Josette M. P. Gevers Sonja Rispens Evangelia Demerouti 《Journal of Occupational & Organizational Psychology》2018,91(1):84-109
Public service employees work in occupations that are accompanied with high psychosocial risks. Police, firefighters, and paramedics are increasingly being confronted with argumentative, conflicting bystanders that frustrate them in executing their task. We developed a resource‐enhancement intervention and tested its usefulness for securing employees’ effective functioning and well‐being in bystander conflict. In a simulation‐based pre‐test post‐test control group design, paramedics in the intervention condition received training about how to increase their resources in terms of conflict management efficacy, perspective taking, task support, and emotional support. For those in the control condition, no such training was provided. Comparing pre‐ and post‐test measures (n = 81) of the participants in the intervention and control groups, we found evidence that the intervention successfully increased employees’ resources over time. Moreover, we found considerable support for a positive link between these resources and employees’ affective well‐being and job dedication. Thus, our study suggests that a resource‐enhancing intervention can serve as an important means to protect public service employees against the deleterious effects of bystander conflict.
Practitioner points
- A resource‐enhancing intervention can protect public service employees against the deleterious effects of bystander conflict.
- Resources related to dealing with a hindering bystander, as well as resources facilitating the continuation of the primary task, are positively associated with employees’ affective well‐being, job dedication, and job performance.
209.
G. Rainville 《Journal for the scientific study of religion》2018,57(2):396-408
We propose that religious service attendance (RSA) serves as a coping resource by providing a sense of continuity. As a source of continuity, and per the stress‐support matching hypothesis, RSA should consistently buffer the negative mental well‐being impacts of stressors related to discontinuity—the disruption of regular routines and relationships. Most, but not all, of the relevant previous studies we reviewed found that RSA served as an effective buffer for the negative mental health impacts of discontinuity stressors (such as unemployment, terminated relationships, etc.). This variability in previous findings warranted a formal exploration of the relationship between RSA and specific stressors. To that end, we conducted a series of OLS regression path analyses on a sample of Americans age 40 and older (N = 2,579). RSA was found to consistently buffer the negative impact of discontinuity stressors on mental well‐being but failed to do so for other stressors. Overall, our observations are (a) consistent with the stress‐support matching hypothesis, (b) suggest that RSA is particularly effective for reducing the negative impacts of discontinuity stressors, and (c) found no instance in which RSA exacerbated (i.e., made more severe) the effects of life event stressors on mental well‐being. 相似文献
210.
This study investigated the psychometric properties of two subjective career success instruments within the South African context: Perceived Career Success (PCSS: Gattiker &; Larwood, 1986) and Life Success Measures Scale (LSMS: Parker &; Chusmir, 1992). Data were collected via a convenient sample of 708 South African Police Services (SAPS) personnel (females = 36.8%; Sotho language = 62.50%). Exploratory factor analysis (EFA) was conducted on both instruments, followed by confirmatory factor analyses (CFA). Both instruments showed acceptable construct validity and reliability of scores. 相似文献