Karen Burnell, Adrian Needs and Kim Gordon
Informal social support is often sought by veterans to support reminiscence or cope with traumatic memories. However, it can also encourage unhelpful ways of coping, such as…
Abstract
Purpose
Informal social support is often sought by veterans to support reminiscence or cope with traumatic memories. However, it can also encourage unhelpful ways of coping, such as avoidance, or may be absent altogether. This project is borrowed from the growing peer support literature. The purpose of this paper is to explore the suitability of peer support services to enhance the wellbeing for older veterans, when naturally occurring support is absent or unhelpful.
Design/methodology/approach
This was a sequentially staged research programme involving a scoping review of current practice and evidence, and a consultation with veterans. In total, ten veterans (nine male, one female) took part in the consultation (M=66 years).
Findings
Peer support was considered suitable, particularly in addressing loneliness and social isolation. There was an understandable concern regarding its use with more complex issues such as trauma. An added issue was the implicit assumption that this consultation concerned transition; supporting younger veteran as they move from military to civilian life. This mirrored the focus of current UK policy and affected the focus of the consultation. Issues were also raised around the sustainability of services more broadly.
Social implications
Peer support is appropriate in supporting older veterans, but must be implemented in a sustainable way. Raising awareness of the needs of older veterans in older adult services is an important implication for service development and delivery.
Originality/value
There is a considerable lack of research concerning older veterans, particularly concerning their formal and informal social support needs. This paper addresses the current gap in the literature.
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The study of family mobilities necessitates an examination of how practices are orchestrated in time as well as space. Conventional approaches to the study of family time use…
Abstract
The study of family mobilities necessitates an examination of how practices are orchestrated in time as well as space. Conventional approaches to the study of family time use either quantitative analysis of time-use data or qualitative studies of time pressure and work/life balance. The limitation with these approaches is that they assume a rather static family structure that is dominated by parents with young children. Moreover, these studies do not capture the dualistic quality of time; that time constitutes and is a constituent of family life. In this chapter, I use one-day diaries on organising and experiencing time, collated as part of the UK Mass Observation Project in Autumn 2017, to interrogate the relationality of family time. The analysis examines how family practices maybe sequential, synchronous, planned or serendipitous and how these different temporalities permeate the busyness of time pressure. These one-day accounts confirm how time is experienced through and by family and intimate relationships.
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Several British universities and polytechnics are now actively planning courses in facilities management The first of these, a seminar series at the University of Strathclyde's…
Abstract
Several British universities and polytechnics are now actively planning courses in facilities management The first of these, a seminar series at the University of Strathclyde's Building Performance Research Unit (BPRU), was held during March and April this year. The Polytechnic of North London's Faculty of the Environment has drafted courses at both the undergraduate and postgraduate levels in facilities management, and is currently adding a facilities management component into a new degree course in management for the catering and leisure industries. Several other universities are also actively considering this as an area for potential development, including the Open University and the University of Nottingham.
Armando Borda, Carlos Cordova and Juan Carlos Leon
The learning outcomes are as follows: students will identify the reasons for a firm to internationalize and its specific internationalization entry mode; students will distinguish…
Abstract
Learning outcomes
The learning outcomes are as follows: students will identify the reasons for a firm to internationalize and its specific internationalization entry mode; students will distinguish how to follow the client and how physic distance strategies work; students will analyze a host country’s external environment using the PESTEL framework, and they will analyze the international strategies followed by a multinational enterprise using the integration-responsiveness framework as well.
Case overview/synopsis
The authors explore the case of DICOMA Corporation, a Costa Rican multinational enterprise with presence in five countries. Adrian Sanchez, who is Dicoma’s president, needs to craft an international strategy to increase the international sales in the foreign markets where the firm operates. The company may follow two paths. On the one hand, Dicoma can adopt the strategy of following its major clients to expand overseas, which will lead to the opening of operations in more countries, but making the foreign sales highly dependent on these types of partnerships. This has been so far the path pursued by Dicoma in its international expansion. On the other hand, Dicoma can opt to focus on increasing commitments in the existing international markets where it already has operations by capturing new clients in those locations but scarifying the potential business opportunities to enter into other countries in partnership with its major clients.
Complexity academic level
Post-graduate early stage business students enrolled in programs such as Master of Business Administration, Master of Management, Master of International Business, executive education programs, among others.
Supplementary materials
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Subject code
CSS 5: International Business.
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Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies.
Abstract
Purpose
Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies.
Design/methodology/approach
This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.
Findings
A comprehensive needs analysis supported the development, implementation and auditing of an effective and interactive training package. Employees responded positively to the activities, and subsequent changes in working practices produced an overall rise in their firm's productivity. JaywingDMG provided training materials that were retained by Moorhouse Group Ltd. Employees kept individual training materials such as workbooks for future reference. Other parts of the training were later adapted for use in the induction process for new starters. This case study illustrates an holistic approach to training which is far removed from the “monkey see monkey do” techniques with which the term “training” is sometimes unfairly associated. Modern training techniques promote a long‐term view of training as an on‐going activity that assists all levels of employees to appreciate the value of their work in terms of personal and organizational success. Employees who feel valued in this way are likely to work more effectively, maintain a loyalty to the organization and to be happier in their jobs.
Practical implications
Provides strategic insights and practical thinking that have influenced some of the world's leading organizations.
Originality/value
Provides an easily accessible summary of relevant business concepts and presents them in a fresh way.
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This case study considers the current state of knowledge about developing effective, high quality services for people with learning disabilities, with particular emphasis on…
Abstract
This case study considers the current state of knowledge about developing effective, high quality services for people with learning disabilities, with particular emphasis on ‘social care’ provision. It questions why services across much of the country fail to respond to the lessons from research and evaluation which, combined with a greater emphasis on partnership between all stakeholders in services, could result in substantially improved outcomes for service users.
Since the late 1950s the focus of UK policy for people with learning disabilities has been on deinstitutionalisation and care in the community. In the last decade policy focus has…
Abstract
Since the late 1950s the focus of UK policy for people with learning disabilities has been on deinstitutionalisation and care in the community. In the last decade policy focus has shifted towards individualised support and community membership. Deinstitutionalisation in Scotland started later than in England, and still has some way to go. This article considers four aspects of the current hospital closure programme in Scotland: involving people with a learning disability and families, managing hospital closure, service reprovisioning, and strategic planning.
Morteza Saberi, Omar Khadeer Hussain and Elizabeth Chang
Contact centers (CCs) are one of the main touch points of customers in an organization. They form one of the inputs to customer relationship management (CRM) to enable an…
Abstract
Purpose
Contact centers (CCs) are one of the main touch points of customers in an organization. They form one of the inputs to customer relationship management (CRM) to enable an organization to efficiently resolve customer queries. CCs have an important impact on customer satisfaction and are a strategic asset for CRM systems. The purpose of this paper is to review the current literature on CCs and identify their shortcomings to be addressed in the current digital age.
Design/methodology/approach
The current literature on CCs can be classified into the analytical and the managerial aspects of CCs. In the former, data mining, text mining, and voice recognition techniques are discussed, and in the latter, staff training, CC performance, and outsourced CCs are discussed.
Findings
With the growth of information and communication technologies, the information that CCs must handle both in terms of type and volume, has changed. To deal with such changes, CCs need to evolve in terms of their operation and public relations. The authors present a state-of-the-art review of the challenges in identifying the gaps in order to have the next generation of CCs. Lack of an interactive CC and lack of data integrity for CCs are highlighted as important issues that need to be dealt with properly by CCs.
Originality/value
As far as the authors know, this is the first paper that reviews CCs’ literature by providing the comprehensive survey, critical evaluation, and future research.