A comparison of motivations of American and Japanese volunteers in ladies professional golf association tournaments

This exploratory study examined and compared primary motives influencing American and Japanese volunteers of the Ladies Professional Golf Association (LPGA). Data were collected from 281 volunteers who participated in LPGA tournament events in America and Japan. Japanese volunteers were found to be more involved in volunteer service due to “Social/Leisure” and “Material” reasons, while American volunteers were found to be associated with “Egoistic” and “Purposive” motivations. There was no significant difference in the “External Influences” factor. The study contributes to personnel and administration research and provides insight on the ways in which the LPGA event volunteers are managed in America and Japan...

Evaluating health services with point of service feedback: perspectives and experiences of patients, staff and community volunteers in an inpatient rehabilitation facility

PURPOSE: To determine patient, staff and community volunteer opinions and experiences of point of service feedback (POSF) in an inpatient rehabilitation facility. METHOD: Participants were recruited by purposeful sampling. Two researchers conducted in-depth semi-scripted interviews with patients, staff or volunteers until no new issues emerged. Manually transcribed interview data underwent thematic analysis that grouped information into categories of related information. RESULTS: Twenty patients, 26 staff from 10 different professional groups, and 2 community volunteers were interviewed. Patient and volunteer data were grouped into five main categories: patients wanted their voice heard and acted on; patients could be positively and negatively affected by POSF; patients could be reluctant to evaluate staff; patients preferred POSF to post-discharge mailed questionnaires; and patients' feedback was influenced by the data collector. Staff wanted: feedback to help them improve the patient experience; and feedback that was trustworthy, usable and used. Staff believed that the feedback-collector influenced patients' feedback and affected how feedback could be used. CONCLUSIONS: Patients, staff and community volunteers identified issues that determine the appropriateness and usefulness of POSF. Policy and practise should address the preferences, needs and experiences of health service users and providers so that POSF produces maximum benefits for both patients and health services. Implications for Rehabilitation POSF can enhance patients' experiences of inpatient rehabilitation by providing a mechanism to be heard and communicating that patients are valued; care must be exercised with patients who find giving feedback stressful. Collecting POSF is most beneficial when coupled with methods to efficiently and effectively respond to feedback. POSF requires interpretation in light of its limitations including patients' ability to accurately and unreservedly communicate their experiences. Who collects POSF requires careful consideration; community volunteers have both advantages and disadvantages.

Impediments to improvements in service quality in luxury hotels

Purpose – The purpose of this article is to identify the key factors that impede service quality delivery in the context of luxury hotels (four- and five-star properties) in Sydney, Australia.

Design/methodology/approach – The empirical dataset for this qualitative study was collected through 22 individual semi-structured interviews with senior hotel managers of ten luxury hotels in Sydney, Australia. The technique used for analysing the data was progressive comparative analysis, after which constant comparative methodology was applied. The key themes emerging from these techniques have been categorised to form conclusions.

Findings – Analysis of the data revealed a number of impediments to developing and maintaining distinguishable, superior service. These impediments fell into four broad areas: Budget constraints, Staff attitude, Lack of mentoring and High customer expectations.

Research limitations/implications – The limitations with the current study are primarily related to the scope of the research in terms of the number of hotel properties participating, and the fact that it incorporates the views of managers only. Furthermore, the focus of this study was on the hotel sector, and thus the findings cannot be accepted as being necessarily relevant and applicable to services across the tourism/hospitality industry as a whole. Future research needs to be conducted to incorporate the views of all stakeholders in service quality, including non-management staff and customers.

Originality/value – The findings of this research can inform hotel sector researchers and practitioners of identified impediments to service quality, whether current strategies are addressing these impediments and, if not, how strategies may be modified to address to achieve this.

Recover fault services via complex service-to-node mappings in wireless sensor networks

With the motivation of seamlessly extending wireless sensor networks to the external environment, service-oriented architecture comes up as a promising solution. However, as sensor nodes are failure prone, this consequently renders the whole wireless sensor network to seriously faulty. When a particular node is faulty, the service on it should be migrated into those substitute sensor nodes that are in a normal status. Currently, two kinds of approaches exist to identify the substitute sensor nodes: the most common approach is to prepare redundancy nodes, though the involved tasks such as maintaining redundancy nodes, i.e., relocating the new node, lead to an extra burden on the wireless sensor networks. More recently, other approaches without using redundancy nodes are emerging, and they merely select the substitute nodes in a sensor node's perspective i.e., migrating the service of faulty node to it's nearest sensor node, though usually neglecting the requirements of the application level. Even a few work consider the need of the application level, they perform at packets granularity and don't fit well at service granularity. In this paper, we aim to remove these limitations in the wireless sensor network with the service-oriented architecture. Instead of deploying redundancy nodes, the proposed mechanism replaces the faulty sensor node with consideration of the similarity on the application level, as well as on the sensor level. On the application level, we apply the Bloom Filter for its high efficiency and low space costs. While on the sensor level, we design an objective solution via the coefficient of a variation as an evaluation for choosing the substitute on the sensor level. © 2014 Springer Science+Business Media New York.

The participation of volunteers in contemporary palliative care

Historically, in Australia, individuals with widely differing interests, skills and values have engaged collaboratively, in a voluntary capacity, to establish services to assist persons experiencing particular need or hardship. Gradual recognition and acceptance by the State of its social responsibilities to citizens with various needs in areas of health, welfare, education and others, have seen the provision of a range of statutory services available to all Australians. Volunteer participation in the delivery of modern health services, therefore, is not usual; palliative care is an exception rather than a norm. This article explores the relationship between understandings of death and dying in Western culture and the participation of volunteers in contemporary palliative care. The author presents a view that volunteers provide a distinctive contribution to the quality of care delivery and to enrichment of the social environment of the wider community also. The topic is of relevance to all nurses and especially those involved in the care of dying persons and of their families.

Community integration or community exposure? A review and discussion in relation to people with an intellectual disability

Background: This paper reviews the issue of integration as it applies to people with an intellectual disability. A compelling finding is the almost exclusive orientation of the literature to physical integration within the general community of non-disabled people. Moreover, it seems to be generally assumed that the more frequently people experience such integration the better their lives will be. Methods: We question the validity of this assumption on several grounds. It is social, not physical integration, that has a reliable positive influence on well-being. This is an important conclusion as some disabled people find effective social integration with the general community extremely difficult to achieve. Because of this, the consequences of an overly enthusiastic program of integration for such people has more potential to be more stressful than beneficial. Results: We further argue that, as integration is being pursued to benefit the individual, the essential goal of service provision should be to achieve a sense of community connectedness, rather than being concerned with physical integration within the general community.
Conclusion: It is proposed that such connectedness is more likely to be achieved within the community of people with an intellectual disability.

'They don't associate it with feminism' : in-service educators' conceptions of gender-inclusive curriculu

This article seeks to address significant gaps in educational policy discourses. Namely, to respond to professional development discourses that lack significant engagement with feminist perspectives, as well as to feminist discourses that fail to consider the significance of in-service education. The data reported here are drawn from a broader case study of Australian primary practitioners from 1975 who were interviewed about their enactment of gender-inclusive reform in the state of Victoria. This discussion takes as its focus the standpoint of 17 in-service educators in terms of their conceptualisation of gender inclusiveness. Three distinctive conceptions emerged in data analysis, which may be represented as three amalgams on a continuum according to a feminist perspective. Implications of this plurality of meaning for professional development are concluded.[2]

Gatekeeping or redressing social exclusion : expectations on social work educators in relation to incarcerated students

Until recently, the author was in Scotland, where professional registration in social work extends to students and involves criminal record checks prior to acceptance into a course of study. She is now teaching at Deakin University in Australia, which places a high priority on making higher education available to persons and groups who have traditionally been excluded, both through the provision of courses through off campus (distance education) study mode and an innovative and culturally sensitive mode of provision for indigenous Australians. One result of our attempts to redress social exclusion is that, on occasion, we discover that some of our students are incarcerated. There are important logistical issues which may emerge as a consequence of accepting prisoners into a program of social work education. However, it would seem that the inclusion of prisoners is symbolic of a fundamental difference in philosophy with programmes of social work education in countries where there is a strong expectation that social work educators act as gatekeepers to the profession, especially in respect of students with criminal convictions. This in tum reflects an expectation among social work educators in Australia that it may be more appropriate for professional associations or registration bodies to determine whether or not a graduate with a criminal record is suitable for employment as a professional social worker. In some settings, a prior criminal record is not a barrier to being an effective service provider, as well as international differences in understandings of the social work role and employment
destinations of social work graduates.

A construct of sequential service quality in service encounter chains

Studies of the construct of service quality have traditionally been undertaken from the perspective of the service receiver. More recently, research has focused on both the service provider's perspective and the service receiver's perspective. In addition, there have also been some triadic network approaches to the study of service quality. However, there has been very little research into sequential service quality in service-encounter chains (that is, consecutive service performances in a series of service encounters). The incorporation of connected service encounters in services management can improve understanding of sequential service quality in service-encounter chains. This paper provides a customized construct of sequential service quality and  highlights the importance of time, context, and performance threshold in service-encounter chains. Furthermore, the paper presents a customized six-dimensional construct of sequential service quality.

eCommerce in service industries : extending the socio-technical paradigm

The socio-technical framework (STF) is useful for describing how technologies are embedded in social systems and how people, groups and technologies are interrelated. This perspective, however, lacks theoretical specificity and has limited usefulness in explaining the dynamics of actual situations. In this paper we address the question of how to extend the STF to better analyse technologies in their social context. We build on the STF by including the concept of ‘information ecology’ and research on service provision to suggest a more empirically focussed way of analysing the relationships between people and technologies. In particular, we examine changes that have occurred as B2C eCommerce technologies have been implemented in service organisations, using case study findings from retail banking to introduce the concept of ‘Coactive Commerce Systems’. This concept provides a theoretically based descriptor for understanding the technologically-mediated interrelationships between organisations and their customers.

Heterogeneity in service delivery and inequity in access are common characteristics of chronic heart failure management programs

Background: The prevalence of heart failure in Australia is similar to that of Europe. In Australia, chronic heart failure management programs (CHF-MPs) have become part of standard care for patients with Chronic Heart Failure (CHF). However, heterogeneity among programs is common which can result in variable patient outcomes.

Method: A national survey was undertaken of 59 post-discharge CHF-MPs identified from within the Australian health care system. Two had ceased operating and one centre declined to participate in the study. A 33-item investigator-developed questionnaire, examining the characteristics and interventions used within each CHF-MP, was sent to the remaining 56 CHF-MPs. A response rate of 100% was achieved.

Results: Our survey revealed a disproportional distribution of CHF-MPs across the Australian continent: the State of Victoria had 3.6 CHF-MPs/million population, New South Wales had 3.7 CHF-MPs/million population, Queensland had 1 program/million population, South Australia had 0.3 CHF-MPs/million population and Western Australia had 1 program/million population.Overall, 8000 postdischarge CHF pts (median: 126; IQR: 26-260) were managed via CHF-MPs. Approximately 40,000 CHF pts are discharged from metropolitan institutions nationally, this represents only 22% of the potential caseload for these cost-effective CHF-MPs. Only 8% of these programs were located within rural regions. The majority of CHF-MPs were located within an acute metropolitan hospital (52%) and 36% were community based (all associated with a hospital). Heterogeneity of CHF-MPs in applied models of care was evident with 75% of CHF-MPs offering CHF outpatient clinics and 77% conducting home visits. Of the programs offering home visits 78% were funded by regional government (p<0.048). There were no nurse-led CHF outpatient clinics. A hybrid approach to CHF-MPs was common with many CHF-MPs comprising an outpatient clinic, home visits and inpatient visits. Various medications were titrated by nurses in 43% of CHF-MPs. In the programs that allowed nurses to titrate medications 79% were located in an acute hospital (p<0.011).

Conclusion: Variability of service availability is of concern within the context of universal coverage. In addition, heterogeneity between programs and the diversity in models of care delivery highlights the inconsistency and questions the quality of health related outcomes. We are currently analysing health outcome data from the 1015 patients managed in these CHF-MPs to describe the relationship between quality of care and health outcomes.

Business to employee (B2E) e-business model : service to employees or organisational management?

This paper is a discussion of the B2E e-business model from the perspectives of employee services and organisational management. It includes literature to support B2E as employee services and organisational management with benefits to both. Intranets and portals are technologies supporting the implementation of the B2E e-business model which are also discussed. A case study is included to understand the application of the B2E model in a large organisation. Case study analysis indicates that the B2E e-business model is a service to the employees, however, these services are to support organisational efficiencies.

Dual disability : the inherent difficulties in service provision and client management

Dual disability is a particularly important area of study, as the co-occurence of intellectual and psychiatric disability presents signficant challenges to professionals within the health and disability services. Four case studies are presented.

Web service to deliver filtered RSS items to a mobile application

In the past decade there has been massive growth of data on the internet. Many people rely on XML based RSS feeds to receive updates from websites. In this paper, we propose a method for managing the RSS feeds from various news websites. A web service is developed to deliver filtered news items from RSS feeds to a mobile client. Each news item is indexed, subsequently, the indexes are used for filtering news items. Indexing is done in two steps. First, classical text categorization algorithms are used to assign a category to each news item, second, geoparsing is used to assign geolocation data to each news item. An android application is developed to access filtered news items by consuming the proposed web service. A prototype is implemented using Rapid miner 5.0 as the data mining tool and SVM as the classification algorithm. Geoparsing and geocoding web services, and Android API are used to implement location-based access to news items. Experimental results prove that the proposed approach is effective and saves a significant amount of information overload processing time.