This longitudinal study among Registered Nurses has four purposes: (1) to investigate whether emotional, quantitative and physical demands, and family-work conflict have a negative impact on nurses’ perceived effort; (2) to investigate whether quality of leadership, developmental opportunities, and social support from supervisors and colleagues have a positive impact on meaning of work; (3) to investigate whether burnout from the combined impact of perceived effort and meaning of work mediates the relationship with occupational turnover intention; and (4) whether the relationships in our overall hypothesized framework are moderated by age (nurses categorized under 40 years versus ≥ 40 years old). In line with our expectations, emotional, quantitative, and physical demands, plus family-work conflict appeared to increase levels of perceived effort. Quality of leadership, developmental opportunities, and social support from supervisors and colleagues increased the meaning of work levels. In addition, increased perceived stress resulted in higher burnout levels, while increased meaning of work resulted in decreased burnout levels. Finally, higher burnout levels appeared to lead to a higher occupational turnover intention. Obviously, a nursing workforce that is in good physical and psychological condition is only conceivable when health care managers protect the employability of their nursing staff, and when there is a dual responsibility for a sustainable workforce. Additionally, thorough attention for the character of job demands and job resources according to nurses’ age category is necessary in creating meaningful management interventions.
Artificial intelligence (AI) in the context of customer service, we define as a technology-enabled system for evaluating real-time service scenarios using data collected from digital and/or physical sources in order to provide personalised recommendations, alternatives, and solutions to customers’ enquiries or problems, even very complex ones. We examined, in a banking services context, whether consumers preferred AI or Human online customer service applications using an experimental design across three field-based experiments. The results show that, in the case of low-complexity tasks, consumers considered the problem-solving ability of AI to be greater than that of human customer service and were more likely to use AI while, conversely, for high-complexity tasks, they viewed human customer service as superior and were more likely to use it than AI. Moreover, we found that perceived problem-solving ability mediated the effects of customers’ service usage intentions (i.e., their preference for AI vs. Human) with task complexity serving as a boundary condition. Here we discuss our research and the results and conclude by offering practical suggestions for banks seeking to reach customers and engage with them more effectively by leveraging the distinctive features of AI customer service.
Purpose – The purpose of this paper is to explore the underlying mechanism of customer co-creation in service recovery (co-recovery), and investigates the impact of initiation on customer post-recovery evaluations and behavioural intentions. Design/methodology/approach – Researchers used a 3 (no co-recovery vs employee-initiated co-recovery vs customer-initiated co-recovery)×2 (male vs female)×2 (western vs eastern customers) between-subject experiential study in a hotel setting. Findings – When a service employee initiates a co-recovery, customers perceive higher justice, greater satisfaction and a higher tendency to repurchase in the future. But if the customer initiates such a co-recovery, little improvement on these outcomes is found compared to a recovery entirely managed by the company. The effect was moderated by culture: western customers were more sensitive to initiation in the co-recovery process than eastern customers. Research limitations/implications – Written scenarios using a hotel setting and a technical error were used, and may reduce the applicability of the findings to real life or other service categories or types of error. Subjects used may not be representative of other population groups. Further studies using real life situations, human error and a more diverse population group are recommended. Practical implications – A positive co-recovery can be achieved by service employees taking initiatives when a problem occurs. Originality/value – This study extends previous research on co-recovery by investigating the effect of initiation by service employees on customers’ perception of co-creation. Service companies can improve customers’ post-recovery evaluations by inviting them to co-create a feasible solution, and potentially reduce the company's compensation costs.
The COVID-19 pandemic has caused one of the most severe disruptions in the global economy in modern history (Gössling et al., 2020). When challenged by this dramatic disruption and instability in our lives, an understanding of consumer vulnerability and the consumption-related repercussions of this pandemic merits further exploration (Kirk & Rifkin, 2020). Overall, past research has not sufficiently addressed vulnerability issues relating to technology consumption in the wake of a disaster. The discourse of technology consumption has often been framed from either utopian (focusing on the opportunities that technology presents) or dystopian perspectives (focusing on the negative consequences of technology consumption) (Zolfagharian & Yazdanparast, 2017). However, in reality, technology consumption may not always be represented by this binary opposition; that is, human-technology relations are more complex than this deterministic view (Katz & Rice, 2002). Prior research points to a paradoxical fascination and anxiety about technologies (Foehr & Germelmann, 2020). The term 'paradox' is defined as 'a situation, act, or behavior that seems to have contradictory or inconsistent qualities' (Jarvenpaa & Lang, 2005, p. 7), which suggests that 'polar opposite conditions can simultaneously exist' (Mick & Fournier, 1998, p. 124). We adopt the lens of paradox in our theoretical investigation following Mick and Fournier's (1998, p. 124) argument that paradox is 'a highly relevant and resonant concept for advancing knowledge of contemporary consumer behaviour'.We found three conceptual articles relevant to the central premise of our work. The first article by Sheth (2020) discusses how the pandemic has disrupted consumers' lives and how they have learned to cope and improvise new habits in the contexts of social spaces, co-working spaces, technology and natural disasters. While Kirk and
The HIV epidemic continues to develop among older adults in China, including older female sex workers. Yet, few studies have been conducted among this relatively hidden population. The objectives of this study were to investigate the reasons for women's entry into sex work during their thirties and to develop typology of older women sex workers. Semi-structured in-depth interviews with sixty-three older women sex workers and six focus groups interviews with stakeholders were conducted in three cities in China in 2012. Data were analysed inductively using constant comparative method. The mean age of participants was 43 years old and the mean age of entry into sex work was 39 years old. The primary reasons for entry into sex work include heavy economic burdens, limited employment opportunities, and the appealing nature of sex work. Street-based and venue-based older sex workers were identified based on where they solicited clients. Street-based older sex workers were more likely to engage in unsafe commercial sex due to financial incentives, whereas those in entertainment venues were unlikely to use condoms with regular clients. The development of effective HIV interventions needs to consider older women sex workers unique characteristics and target factors that impede safer sex practices.
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