Cultivating Care: Understanding Intimate Partner Violence Experiences of Undocumented Latinas in Washington State

Thesis (Ph.D.)--University of Washington, 2016-06

La satisfacción del cliente bancario en Canadá: Diferencias entre canadienses e inmigrantes de la América Latina – Revisión y traducción

The measure of customer satisfaction level is one of the most important topics at present time in marketing science. In addition, its measure in the bank field takes force in view of the high level of competition inside it, even more so if the study counts “immigrants” as a variable in analysis, a much important variable in the demographic situation of Canada. Oliver (1980) proposes the model of “disconfirmation” to measure customer satisfaction level; this model confirms that the difference between customer perceived performance and customer expectations gives as result his satisfaction level (additional model). Presently multiple scales exist to evaluate and to quantify this satisfaction level, Parasuraman (1987) is the creator of the servqual scale, while Avkiran (1999) developed the bankserv scale in order to evaluate customer expectations and customer satisfaction level specifically inside the bank field; this scale was divided in four factors via factorial analysis. Literature suggests the presence of a relation between individual expectations and/or satisfaction level, and the individual tolerance level towards non-constructed situations (Newman, 2001). Hofstede (1980) developed five cultural dimensions worldwide; among these is the Uncertainty Avoidance Index (uai) that fits to the dimension directly related to customer expectations and customer satisfaction levels, since it measures the tolerance levels towards non-structured ituations. For this research I focused on the satisfaction model analysis proposed by Oliver (1980) based on Avkiran´s scale (1999), having the Latin American or Canadian origin as variables. The concept of Hofstede’s cultural differences leads me to propose two samples: 50 Canadian French speakers and 50 Latin American individuals (Canadian residents). Results demonstrate that in the Latin American group the expectations are in average higher that in the Canadian group, considering all four factors (Avkiran). Perceived performance and satisfaction level are higher in the Latin American group that in the Canadian group for “personal branch conduct” and “access to personalized services” factors, nevertheless, no statistically significant difference has been proved for “credibility” and “communication” factors. The expectations variable presents a mediating effect over the relation between variables uai (Latin American or Canadian origin) and satisfaction level. This effect is partial for “personal branch conduct” and perfect for “access to personalized services”.

La orientación en la diversidad: una mirada desde América Latina

La Orientación y la Diversidad, para la generalidad de los países Europeos y América del Norte, se relaciona con la atención a los niños(as) y jóvenes con necesidades especiales que asisten a una institución educativa y para quienes se elaboran programas educativos dirigidos a lograr una mejor adaptación al sistema social prevaleciente. En la mayoría de los casos se considera que la problemática de las necesidades especiales es imputable a factores genéticos o personales que sólo responden a factores internos a los individuos que las presentan obviando los factores externos, que en algunos casos pueden resultar más determinantes y decisivos a la hora de la manifestación conductual. En este trabajo se aboga porque los profesionales de la orientación, tanto en la práctica privada o pública de los países europeos, hagan consideraciones más específicas al momento de atender a niños (as), jóvenes y adultos(as), en su condición de inmigrantes, provenientes de América Latina. En un sentido amplio se propone hacer Orientación en la Diversidad más que Orientación para la Diversidad bajo la concepción de una Orientación para Todos que implica la eliminación de la expresión "necesidades especiales", cuya connotación en nuestros países no resulta la más apropiada, y que incluye la idea de una Orientación Étnica. Quizás la mejor manera de abordaje de estas concepciones es promoviendo un proceso de Orientación desde la Escuela y no sólo en la Escuela.

La orientación en la diversidad: una mirada desde América Latina

La Orientación y la Diversidad, para la generalidad de los países Europeos y América del Norte, se relaciona con la atención a los niños(as) y jóvenes con necesidades especiales que asisten a una institución educativa y para quienes se elaboran programas educativos dirigidos a lograr una mejor adaptación al sistema social prevaleciente. En la mayoría de los casos se considera que la problemática de las necesidades especiales es imputable a factores genéticos o personales que sólo responden a factores internos a los individuos que las presentan obviando los factores externos, que en algunos casos pueden resultar más determinantes y decisivos a la hora de la manifestación conductual. En este trabajo se aboga porque los profesionales de la orientación, tanto en la práctica privada o pública de los países europeos, hagan consideraciones más específicas al momento de atender a niños (as), jóvenes y adultos(as), en su condición de inmigrantes, provenientes de América Latina. En un sentido amplio se propone hacer Orientación en la Diversidad más que Orientación para la Diversidad bajo la concepción de una Orientación para Todos que implica la eliminación de la expresión "necesidades especiales", cuya connotación en nuestros países no resulta la más apropiada, y que incluye la idea de una Orientación Étnica. Quizás la mejor manera de abordaje de estas concepciones es promoviendo un proceso de Orientación desde la Escuela y no sólo en la Escuela.

La orientación en la diversidad: una mirada desde América Latina

La Orientación y la Diversidad, para la generalidad de los países Europeos y América del Norte, se relaciona con la atención a los niños(as) y jóvenes con necesidades especiales que asisten a una institución educativa y para quienes se elaboran programas educativos dirigidos a lograr una mejor adaptación al sistema social prevaleciente. En la mayoría de los casos se considera que la problemática de las necesidades especiales es imputable a factores genéticos o personales que sólo responden a factores internos a los individuos que las presentan obviando los factores externos, que en algunos casos pueden resultar más determinantes y decisivos a la hora de la manifestación conductual. En este trabajo se aboga porque los profesionales de la orientación, tanto en la práctica privada o pública de los países europeos, hagan consideraciones más específicas al momento de atender a niños (as), jóvenes y adultos(as), en su condición de inmigrantes, provenientes de América Latina. En un sentido amplio se propone hacer Orientación en la Diversidad más que Orientación para la Diversidad bajo la concepción de una Orientación para Todos que implica la eliminación de la expresión "necesidades especiales", cuya connotación en nuestros países no resulta la más apropiada, y que incluye la idea de una Orientación Étnica. Quizás la mejor manera de abordaje de estas concepciones es promoviendo un proceso de Orientación desde la Escuela y no sólo en la Escuela.

The utilisation of skilled immigrants and skilled Refugees in countries of destination

about 82 million immigrants in the OECD area; and worldwide, there are about 191 million immigrants and displaced persons, and some 30-40 million unauthorised immigrants. Also according to recent OECD report, little in-depth research has been carried out to-date to help decision makers in government, business, and society at large, to better understand the complexities and wider consequences of future migration flows. Literatures have also indicated that the lack of a skilled population in muchneeded occupations in countries of destination have contributed to the need to bring in skilled foreign workers. Furthermore, despite current global financial crisis, some areas of occupation are in need of skilled workers such that in a job-scarce environment jobs become fewer and employers are more likely to demand skilled workers from both natives and immigrants. Global competition for labour is expected to intensify, especially for top talent, highly qualified and semi-skilled individuals. This exacerbate the problems faced by current skilled immigrants and skilled refugees, particularly those from non-main English speaking countries who are not employed at optimal skill level in countries of destination. The research study investigates whether skilled immigrants are being effectively utilised in their countries of destination, in the context of employment. In addition to skilled immigrants, data sampling will also include skilled refugees who, although arriving under the humanitarian program, possess formal qualifications from their country of origin. Underlying variables will be explored such as the strength of social capital or interpersonal ties; and human capital in terms of educational attainment and proficiency in the English Language. The aim of the study is to explain the relationship between the variables; and whether the variables influence the employment outcomes. A broad-ranging preliminary literature review has been undertaken to explore the substantial bodies of knowledge on skilled immigrants worldwide, including skilled refugees; and to investigate whether the utilisation issues are universal or specific to a country. In addition, preliminary empirical research and analysis has been undertaken, to set the research focus and to identify the problems beyond literature. Preliminary findings have indicated that immigrants and refugees from non-main English speaking countries are particularly impacted by employment issues regardless of their skills and qualifications acquired in their country of origins; compared with immigrants from main-English speaking countries. Preliminary findings from the literature review also indicate that gaps in knowledge still exist. Although the past two decades have witnessed a virtual explosion of theory and research on international migration, no in-depth research has been located that specifically links immigrants and refugees social and human capitals in terms of employment outcomes. This research study aims to fill these gaps in research; and subsequently contribute to contemporary body of knowledge in literatures on the utilisation of skilled immigrants and skilled refugees, specifically those from non-main English speaking countries. A mixed methods design will be used, which incorporates techniques from both quantitative and qualitative research traditions that will be triangulated at the end of the data collection stage.

Immigrants and the utilization of hospital emergency departments

BACKGROUND: Immigrants with language barriers are at high risk of having poor access to health care services. However, several studies have indicated that immigrants tend to use emergency departments (EDs) as their primary source of care at the expense of primary care. This may place an additional burden on already overcrowded EDs and lead to a low level of patient satisfaction with ED care. The study was to review if immigrants utilize ED care differently from host populations and to assess immigrants’ satisfaction with ED care. DATA SOURCES: Studies about immigrants' utilization of EDs in Australia and worldwide were reviewed. RESULTS: There are confl icting results in the literature about the pattern of ED care use among immigrants. Some studies have shown higher utilization by immigrants compared to host populations and others have shown lower utilization. Overall, immigrants use ED care heavily, make inappropriate visits to EDs, have a longer length of stay in EDs, and are less satisfi ed with ED care as compared to host populations. CONCLUSIONS: Immigrants might use ED care differently from host populations due to language and cultural barriers. There is sparse Australian literature regarding immigrants' access to health care including ED care. To ensure equity, further research is needed to inform policy when planning health care provision to immigrants. KEY WORDS: Emergency department; Health service; Immigrants; Language; Utilization

Democratic participation in a globalised World : immigrants in Australia in the early 21st century

This study considers patterns of political participation in Australia in the early 21st Century, using recent data from the Australian Election Study. The paper reassesses how Australia fits within broader patterns of political participation and investigates major predictors of participation in Australia to see how these have or have not changed in a globalised era that has brought new challenges. Factors considered include socio-demographic variables, such as education, age, gender, birthplace and place of residence and also attitudinal orientations towards politics, such as political interest, efficacy and trust. The paper pays particular attention to those who have moved to Australia from other countries. One of the most important findings is that immigrants show little or no sign of any participatory disadvantage and indeed tend to participate more than the Australian-born in some modes of participation, such as campaign activities. The analysis also identifies a clear participatory divide within a number of socio-demographic groups in use of the internet for gaining election information.

Fostering wellbeing of immigrants and refugees? Evaluating the outcomes of work integration social enterprise

Work integration social enterprises (WISE) seek to create employment and pathways to employment for those highly disadvantaged in the labour market. This chapter examines the effects of WISE on the wellbeing of immigrants and refugees experiencing multiple barriers to economic and social participation. Drawing on an evaluation of a programme that supports seven such enterprises in the Australian state of Victoria, the effects of involvement for individual participants and their communities are examined. The study finds that this social enterprise model affords unique local opportunities for economic and social participation for groups experiencing significant barriers to meaningful employment. These opportunities have a positive impact on individual and community-level wellbeing. However, the financial costs of the model are high relative to other employment programmes, which is consistent with international findings on intermediate labour market programmes. The productivity costs of WISE are also disproportionately high compared to private sector competitors in some industries. This raises considerable dilemmas for social enterprise operators seeking to produce social value and achieve business sustainability while bearing high productivity costs to fulfil their mission. Further, the evaluation illuminates an ongoing need to address the systemic and structural drivers of health and labour market inequalities that characterize socio-economic participation for immigrants and refugees.

Labour, social and health outcomes of immigrants in Australia : effects of language proficiency using the IV approach

Language has been of interest to numerous economists since the late 20th century, with the majority of the studies focusing on its effects on immigrants’ labour market outcomes; earnings in particular. However, language is an endogenous variable, which along with its susceptibility to measurement error causes biases in ordinary-least-squares estimates. The instrumental variables method overcomes the shortcomings of ordinary least squares in modelling endogenous explanatory variables. In this dissertation, age at arrival combined with country of origin form an instrument creating a difference-in-difference scenario, to address the issue of endogeneity and attenuation error in language proficiency. The first half of the study aims to investigate the extent to which English speaking ability of immigrants improves their labour market outcomes and social assimilation in Australia, with the use of the 2006 Census. The findings have provided evidence that support the earlier studies. As expected, immigrants in Australia with better language proficiency are able to earn higher income, attain higher level of education, have higher probability of completing tertiary studies, and have more hours of work per week. Language proficiency also improves social integration, leading to higher probability of marriage to a native and higher probability of obtaining citizenship. The second half of the study further investigates whether language proficiency has similar effects on a migrant’s physical and mental wellbeing, health care access and lifestyle choices, with the use of three National Health Surveys. However, only limited evidence has been found with respect to the hypothesised causal relationship between language and health for Australian immigrants.