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Students with disabilities consistently underperform on academic achievement tests. In part, this is due to teachers being underprepared to provide the evidence-based instruction needed to help students with disabilities succeed. Historically, professional development (PD) has been provided to educators yielding disappointing results. In this chapter, what is known about the components of effective PD and how to evaluate a PD program will be discussed. In particular, the role of coaching and the use of technology in PD models will be explored. The next steps in improving PD will be discussed.

Drawing on the notion of imprinting, we develop a framework for understanding category emergence and durability by suggesting that the durability of a category reflects its emergence conditions. We propose four ideal-typical mechanisms – consensus, proof, fiat, and truce – that arise from differences in the degree of agreement and the centralization of the authority regarding category definitions. Our framework not only relates category durability to emergence but also highlights the role of category promoters and constituencies in an ongoing process of category maintenance. We discuss implications for understanding the dynamics of the categorization process in various social and product market contexts.

The purpose of this paper is to synthesize findings from health care research with those in service research to identify key conceptualizations of the changing role of the health care customer, to identify gaps in theory, and to propose a compelling research agenda.

This study combines a meta-narrative review of health care research, and a systematic review of service research, using thematic analysis to identify key practice approaches and the changing role of the health care customer.

The review reveals different conceptualizations of the customer role within the ten key practice approaches, and identifies an increased activation of the role of the health care customer over time. This change implies a re-orientation, that is, moving away from the health care professional setting the agenda, prescribing and delivering treatment where the customer merely complies with orders, to the customer actively contributing and co-creating value with service providers and other actors in the ecosystem to the extent the health care customer desires.

This study not only identifies key practice approaches by synthesizing findings from health care research with those in service research, it also identifies how the role of the health care customer is changing and highlights effects of the changing role across the practice approaches. A research agenda to guide future health care service research is also provided.

Studies have shown that actors who affiliate with multiple categories generally do so at their own peril. Still, category spanning is routinely observed, although it is less understood. We address this gap by a longitudinal study of category spanning among nanotube technology inventors. Our results highlight the importance of the evolving structure of category relationships, actor embeddedness within the structure, and interactions with other factors, including the attractiveness of related categories. When a category is relationally similar to others, associated inventors are more likely to engage in category spanning, whereas when a category is dissimilar, inventors are more likely to remain within it.

The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots).

Future customer experiences are conceptualized within a three-dimensional space – low to high digital density, low to high physical complexity and low to high social presence – yielding eight octants.

The conceptual framework identifies eight “dualities,” or specific challenges connected with integrating digital, physical and social realms that challenge organizations to create superior customer experiences in both business-to-business and business-to-consumer markets. The eight dualities are opposing strategic options that organizations must reconcile when co-creating customer experiences under different conditions.

A review of theory demonstrates that little research has been conducted at the intersection of the digital, physical and social realms. Most studies focus on one realm, with occasional reference to another. This paper suggests an agenda for future research and gives examples of fruitful ways to study connections among the three realms rather than in a single realm.

This paper provides guidance for managers in designing and managing customer experiences that the authors believe will need to be addressed by the year 2050.

This paper discusses important societal issues, such as individual and societal needs for privacy, security and transparency. It sets out potential avenues for service innovation in these areas.

The conceptual framework integrates knowledge about customer experiences in digital, physical and social realms in a new way, with insights for future service research, managers and public policy makers.

When using a service, customers often develop their own solutions by integrating resources to solve problems and co-create value. Drawing on innovation and creativity literature, this paper aims to investigate the influence of place (the service setting and the customer setting) on customer creativity in a health-care context.

In a field study using customer diaries, 200 ideas from orthopedic surgery patients were collected and evaluated by an expert panel using the consensual assessment technique (CAT).

Results suggest that place influences customer creativity. In the customer setting, customers generate novel ideas that may improve their clinical health. In the service setting, customers generate ideas that may improve the user value of the service and enhance the customer experience. Customer creativity is influenced by the role the customer adopts in a specific place. In the customer setting customers were more likely to develop ideas involving active customer roles. Interestingly, while health-care customers provided ideas in both settings, contrary to expectation, ideas scored higher on user value in the service setting than in the customer setting.

This study shows that customer creativity differs in terms of originality, user value and clinical value depending on the place (service setting or customer setting), albeit in one country in a standardized care process.

The present research puts customer creativity in relation to health-care practices building on an active patient role, suggesting that patients can contribute to the further development of health-care services.

As the first field study to test the influence of place on customer creativity, this research makes a novel contribution to the growing body of work in customer creativity, showing that different places are more/less favorable for different dimensions of creativity. It also relates customer creativity to health-care practices and highlights that patients are an untapped source of creativity with first-hand knowledge and insights, importantly demonstrating how customers can contribute to the further development of health-care services.

Euthanasia and assisted suicide is about changing the law to enable doctors, under certain circumstances, to intentionally kill patients. For proponents the issues have been determining what are “appropriate circumstances” for such activity and gathering up enough political support to win the day on numbers. The community and medical profession have been exposed to years of misinformation about euthanasia, and advocates have become so vocal that contrary positions are now barely heard. Nevertheless, there are enormous adverse implications for all healthcare professionals. Clinical management in the twenty-first century has moved well past scenarios painted to justify killing the patient. The inclusion of killing in the therapeutic armamentarium will cause an inexorable erosion of what is at present an absolute protection for the patient, the doctor, and other healthcare professionals.

Drawing on value cocreation, this study examines health-care customers’ perceptions of patient-centered care (PCC) in hospital and online primary care settings. This study aims to address how are the key principles of PCC related, how the relationships between key PCC principles and outcomes (subjective well-being and service satisfaction) vary depending on the channel providing the care (hospital/online primary care) and what differences are placed on the involvement of family and friends in these different settings by health-care customers.

This study comprises four samples of health-care customers (Sample 1 n = 272, Sample 2 n = 278, Sample 3 n = 275 and Sample 4 n = 297) totaling 1,122 respondents. This study models four key principles of PCC: service providers respecting health-care customers’ values, needs and preferences; collaborative resources of the multi-disciplinary care team; health-care customers actively collaborating with their own resources; and health-care customers involving family and friends, explicating which principles of PCC have positive effects on outcomes: subjective well-being and service satisfaction.

Findings confirm that health-care customers want to feel respected by service providers, use their own resources to actively collaborate in their care and have multi-disciplinary teams coordinating and integrating their care. However, contrary to prior findings, for online primary care, service providers respecting customers’ values needs and preferences do not translate into health-care customers actively collaborating with their own resources. Further, involving family and friends has mixed results for online primary care. In that setting, this study finds that involving family and friends only positively impacts service satisfaction, when care is provided using video and not voice only.

By identifying which PCC principles influence the health-care customer experience most, this research shows policymakers where they should invest resources to achieve beneficial outcomes for health-care customers, service providers and society, thus advancing current thinking and practice.

This research provides a health-care customer perspective on PCC and shows how the resources of the health-care system can activate the health-care customer’s own resources. It further shows the role of technology in online care, where it alters how care is experienced by the health-care customer.

Interactions between customers and service providers are ubiquitous. Some of these encounters are routine, but many are characterized by conflict and intense emotions. This chapter introduces a new theory, service encounter needs theory (SENT) that aims to elucidate the mechanisms through which service encounter behaviors affect outcomes for customers and employees. Evidence is presented for the preeminence within these encounters of eight psychosocial needs, and propositions are advanced regarding likely antecedents to fulfillment and violation of these needs. Emotional experiences and displays are viewed as important consequences of need fulfillment and violation, as are numerous cognitive, behavioral, and health-related outcomes.

The recent mobilization of many Hong Kong youth to engage in what are regarded as radical political activities is not a new area of investigation. Much has been discussed about this growing political activism and localism often giving an impression that Hong Kong youth are radical and disengaged from China as a nation. Yet little is known about the possible antecedents of such disengagement. The purpose of this paper is to identify whether there is empirical evidence of growth or decline in civic trust and national attitudes amongst Hong Kong young adolescents over the ten-year period from 1999 to 2009.

In this study latent profile analyses were used to classify cohorts of Hong Kong secondary students according to the levels of their self-reported trust in civic institutions and attitudes toward the nation. The cohorts were separated by a ten-year gap. Comparisons were made across groups and across the ten-year time span, in order to trace changes in civic attitudes of young adolescents following the return of Hong Kong to China in 1997.

Three distinct groups were identified in both cohorts – Activists, who had negative attitudes to trust and toward the nation, Nationalists who had positive attitudes toward trust and the nation and Moderates who endorsed average responses to the, two variables. The gaps between the groups tended to be greater in the 2009 group compared to the 1999 groups suggesting greater polarization amongst adolescents on these measures.

Young adolescents cannot be assumed to be politically neutral or lacking social values. Citizenship education needs to take this into account so that values can be clarified and major issues can be discussed in a safe and supportive environment.