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Article
Publication date: 25 March 2022

Rachel Marie Adams, Candace Evans, Amy Wolkin, Tracy Thomas and Lori Peek

Social vulnerability in the context of disaster management refers to the sociodemographic characteristics of a population and the physical, social, economic, and environmental…

3983

Abstract

Purpose

Social vulnerability in the context of disaster management refers to the sociodemographic characteristics of a population and the physical, social, economic, and environmental factors that increase their susceptibility to adverse disaster outcomes and capacity to anticipate, cope with, resist, and recover from disaster events. Because disasters do not impact people equally, researchers, public health practitioners, and emergency managers need training to meet the complex needs of vulnerable populations.

Design/methodology/approach

To address gaps in current education, the CONVERGE initiative, headquartered at the Natural Hazards Center at the University of Colorado Boulder, developed the Social Vulnerability and Disasters Training Module. This free online course draws on decades of research to examine the factors that influence social vulnerability to disasters. Examples of studies and evidence-based programs are included to illuminate common methods for studying social vulnerability and ways that research can guide practice. To evaluate the module, all trainees completed a pre- and post-training questionnaire.

Findings

Between July 2019 and September 2021, 1,089 people completed the module. Wilcoxon signed rank tests demonstrated a significant perceived increase in self-rated knowledge, skills, and attitudes (KSA). Students, members of historically underrepresented populations, and those new to or less experienced in the field, had the greatest perceived increase.

Practical implications

This training module can help participants understand the specific needs of socially vulnerable populations to help reduce human suffering from disasters.

Originality/value

This article describes a novel web-based training and offers evaluation data showing how it can help educate a broad hazards and disaster workforce on an important topic for disaster management.

Details

Disaster Prevention and Management: An International Journal, vol. 31 no. 6
Type: Research Article
ISSN: 0965-3562

Keywords

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Article
Publication date: 21 November 2016

Arun Kumar Tarofder, Seyed Rajab Nikhashemi, S.M. Ferdous Azam, Prashantini Selvantharan and Ahasanul Haque

The purpose of this paper is to examine the effect of explanation on customer satisfaction in the service failure stage. It seeks to better understand the dynamics of consumer…

3110

Abstract

Purpose

The purpose of this paper is to examine the effect of explanation on customer satisfaction in the service failure stage. It seeks to better understand the dynamics of consumer repurchase intention through a mediating effect of customer satisfaction.

Design/methodology/approach

A structured questionnaire was e-mailed to collect the primary data. With three reminders, this study managed to obtain 322 responses from customers who complained about their internet service in Malaysia. Structural equation modelling techniques were applied to examine both direct and mediating effects between variables.

Findings

Results reveal that all four dimensions of explanation have significant partial mediating effect on repurchase intention through customer satisfaction. Results also disclose that there is no significant relationship between excuse and customer satisfaction in service failure. Among all dimensions, reference and apology have higher influence on repurchase intention through customer satisfaction.

Research limitations/implications

The results are particularly valuable for managers, as it supports the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases.

Practical implications

The findings of this study will help organisations rethink their explanation strategies with the eye to foster greater customer repurchase intention.

Originality/value

The results are particularly valuable for managers, as they support the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases.

Details

International Journal of Quality and Service Sciences, vol. 8 no. 4
Type: Research Article
ISSN: 1756-669X

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Book part
Publication date: 2 May 2023

Natalie Glynn

Abstract

Details

Youth Transitions Out of State Care: Being Recognized as Worthy of Care, Respect, and Support
Type: Book
ISBN: 978-1-80262-487-8

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Article
Publication date: 3 January 2017

Thomas Kude, Hartmut Hoehle and Tracy Ann Sykes

Big Data Analytics provides a multitude of opportunities for organizations to improve service operations, but it also increases the threat of external parties gaining unauthorized…

3529

Abstract

Purpose

Big Data Analytics provides a multitude of opportunities for organizations to improve service operations, but it also increases the threat of external parties gaining unauthorized access to sensitive customer data. With data breaches now a common occurrence, it is becoming increasingly plain that while modern organizations need to put into place measures to try to prevent breaches, they must also put into place processes to deal with a breach once it occurs. Prior research on information technology security and services failures suggests that customer compensation can potentially restore customer sentiment after such data breaches. The paper aims to discuss these issues.

Design/methodology/approach

In this study, the authors draw on the literature on personality traits and social influence to better understand the antecedents of perceived compensation and the effectiveness of compensation strategies. The authors studied the propositions using data collected in the context of Target’s large-scale data breach that occurred in December 2013 and affected the personal data of more than 70 million customers. In total, the authors collected data from 212 breached customers.

Findings

The results show that customers’ personality traits and their social environment significantly influences their perceptions of compensation. The authors also found that perceived compensation positively influences service recovery and customer experience.

Originality/value

The results add to the emerging literature on Big Data Analytics and will help organizations to more effectively manage compensation strategies in large-scale data breaches.

Details

International Journal of Operations & Production Management, vol. 37 no. 1
Type: Research Article
ISSN: 0144-3577

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Book part
Publication date: 16 July 2018

Shane Connelly and Brett S. Torrence

Organizational behavior scholars have long recognized the importance of a variety of emotion-related phenomena in everyday work life. Indeed, after three decades, the span of…

Abstract

Organizational behavior scholars have long recognized the importance of a variety of emotion-related phenomena in everyday work life. Indeed, after three decades, the span of research on emotions in the workplace encompasses a wide variety of affective variables such as emotional climate, emotional labor, emotion regulation, positive and negative affect, empathy, and more recently, specific emotions. Emotions operate in complex ways across multiple levels of analysis (i.e., within-person, between-person, interpersonal, group, and organizational) to exert influence on work behavior and outcomes, but their linkages to human resource management (HRM) policies and practices have not always been explicit or well understood. This chapter offers a review and integration of the bourgeoning research on discrete positive and negative emotions, offering insights about why these emotions are relevant to HRM policies and practices. We review some of the dominant theories that have emerged out of functionalist perspectives on emotions, connecting these to a strategic HRM framework. We then define and describe four discrete positive and negative emotions (fear, pride, guilt, and interest) highlighting how they relate to five HRM practices: (1) selection, (2) training/learning, (3) performance management, (4) incentives/rewards, and (5) employee voice. Following this, we discuss the emotion perception and regulation implications of these and other discrete emotions for leaders and HRM managers. We conclude with some challenges associated with understanding discrete emotions in organizations as well as some opportunities and future directions for improving our appreciation and understanding of the role of discrete emotional experiences in HRM.

Details

Research in Personnel and Human Resources Management
Type: Book
ISBN: 978-1-78756-322-3

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Article
Publication date: 2 March 2015

Marcy Meyer

– The purpose of this paper is to examine diversified mentoring relationships (DMRs) at a mid-sized Midwestern state university (MMSU) in the USA.

204

Abstract

Purpose

The purpose of this paper is to examine diversified mentoring relationships (DMRs) at a mid-sized Midwestern state university (MMSU) in the USA.

Design/methodology/approach

The author conducted semi-structured interviews with 14 MMSU faculty members and professional personnel who comprised seven diversified mentoring dyads. The mentees were primarily members of underrepresented minority (URMs) groups, whereas the majority of mentors were members of the dominant culture.

Findings

A thematic analysis of the data, grounded in the literature on developmental relationships and relational dialectics theory (RDT), reveals tensions that diversified mentoring dyads experienced, as well as communication strategies that dyad members used to manage these tensions.

Research limitations/implications

Although this research is limited by its small sample size and unique geographic location, the findings offer in-depth insight and practical implications for URM faculty members in predominantly white institutions around the globe.

Practical implications

The findings of this study have important implications for training supervisors, mentors, and senior colleagues of URM faculty members.

Originality/value

This study is unique in that it examines DMRs from a dyadic communication perspective; moreover, it applies RDT to DMRs in organizations.

Details

International Journal of Mentoring and Coaching in Education, vol. 4 no. 1
Type: Research Article
ISSN: 2046-6854

Keywords

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Book part
Publication date: 23 September 2013

Carrie A. Bulger

The aim of this chapter is to define and explore the group of emotions known as self-conscious emotions. The state of the knowledge on guilt, shame, pride, and embarrassment is…

Abstract

The aim of this chapter is to define and explore the group of emotions known as self-conscious emotions. The state of the knowledge on guilt, shame, pride, and embarrassment is reviewed, with particular attention paid to research on these four self-conscious emotions in work and organizational settings. Surprisingly little research on self-conscious emotions comes from researchers interested in occupational stress and well-being, yet these emotions are commonly experienced and may be a reaction to or even a source of stress. They may also impact behaviors and attitudes that affect stress and well-being. I conclude the review with a call for more research on these emotions as related to stress and well-being, offering some suggestions for areas of focus.

Details

The Role of Emotion and Emotion Regulation in Job Stress and Well Being
Type: Book
ISBN: 978-1-78190-586-9

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Book part
Publication date: 7 September 2023

Pok Man Tang, Anthony C. Klotz, Joel Koopman, Elijah X. M. Wee and Yizhen Lu

Professional touching behavior (PTB), defined as intentional touching behavior that occurs between organizational members and that falls within the boundaries of appropriateness

Abstract

Professional touching behavior (PTB), defined as intentional touching behavior that occurs between organizational members and that falls within the boundaries of appropriateness and professionalism in the workplace, is prevalent in organizations. Scholars from multiple disciplines, including human resources researchers, have acknowledged the importance of physical contact for facilitating interpersonal communication and relationship-building. However, PTB may not only elicit positive reactions from those who receive it but also negative reactions as well, with implications for social dynamics in organizations. PTB can, on the one hand, fulfill employees’ desires for interpersonal connection; at the same time, such physical contact at work can represent a threat to employees’ health. To explain the nature and implications of these divergent effects of receiving PTB, the authors draw upon sociometer theory and behavioral immune system (BIS) theory to model the emotional, cognitive, and physiological processes via which, and the conditions under which, receiving such behavior will result in socially functional responses and prompt subsequent prosocial behavior, and when PTB will be perceived as a health risk and prompt withdrawal behavior. The theoretical framework of this chapter expands our conceptual understanding of the consequences of interpersonal physical contact at work and has important human resources management (HRM) implications for organizational managers.

Details

Research in Personnel and Human Resources Management
Type: Book
ISBN: 978-1-83753-389-3

Keywords

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Article
Publication date: 30 December 2019

Daniela Fishbein, Siddhartha Nambiar, Kendall McKenzie, Maria Mayorga, Kristen Miller, Kevin Tran, Laura Schubel, Joseph Agor, Tracy Kim and Muge Capan

Workload is a critical concept in the evaluation of performance and quality in healthcare systems, but its definition relies on the perspective (e.g. individual clinician-level vs…

1862

Abstract

Purpose

Workload is a critical concept in the evaluation of performance and quality in healthcare systems, but its definition relies on the perspective (e.g. individual clinician-level vs unit-level workload) and type of available metrics (e.g. objective vs subjective measures). The purpose of this paper is to provide an overview of objective measures of workload associated with direct care delivery in tertiary healthcare settings, with a focus on measures that can be obtained from electronic records to inform operationalization of workload measurement.

Design/methodology/approach

Relevant papers published between January 2008 and July 2018 were identified through a search in Pubmed and Compendex databases using the Sample, Phenomenon of Interest, Design, Evaluation, Research Type framework. Identified measures were classified into four levels of workload: task, patient, clinician and unit.

Findings

Of 30 papers reviewed, 9 used task-level metrics, 14 used patient-level metrics, 7 used clinician-level metrics and 20 used unit-level metrics. Key objective measures of workload include: patient turnover (n=9), volume of patients (n=6), acuity (n=6), nurse-to-patient ratios (n=5) and direct care time (n=5). Several methods for operationalization of these metrics into measurement tools were identified.

Originality/value

This review highlights the key objective workload measures available in electronic records that can be utilized to develop an operational approach for quantifying workload. Insights gained from this review can inform the design of processes to track workload and mitigate the effects of increased workload on patient outcomes and clinician performance.

Details

International Journal of Health Care Quality Assurance, vol. 33 no. 1
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 1 November 2006

Melissa N. Matusevich

In spite of required state curriculum objectives, American history textbooks often become the de facto curriculum defining history. Self-imposed censorship by textbook publishers…

189

Abstract

In spite of required state curriculum objectives, American history textbooks often become the de facto curriculum defining history. Self-imposed censorship by textbook publishers defines how individuals, groups, and events are portrayed. A 2004 Thomas B. Fordham Institute report concluded that today’s history textbooks are bland with no voice or storyline and have been sanitized and filled with history rewritten to meet the demands of special interest groups. The report also concluded that while American history textbooks now contain more pages, they include less content. Paradoxically, when a well-crafted textbook is created, students may never have access to it. Efforts by special interest groups to censor such books are not uncommon. A case study of one author’s efforts to have her award-winning history textbook adopted for classroom use and the ensuing censorship efforts by special interest groups are described.

Details

Social Studies Research and Practice, vol. 1 no. 3
Type: Research Article
ISSN: 1933-5415

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