Search results

The purpose of this paper is to examine recovery through lived experience. It is part of a series that explores candid accounts of addiction and recovery to identify important components in the recovery process.

The G-CHIME model comprises six elements important to addiction recovery (growth, connectedness, hope, identity, meaning in life and empowerment). It provides a standard against which to consider addiction recovery, having been used in this series, as well as in the design of interventions that improve well-being and strengthen recovery. In this paper, a first-hand account is presented, followed by a semi-structured e-interview with the author of the account. Narrative analysis is used to explore the account and interview through the G-CHIME model.

This paper shows that addiction recovery is a remarkable process that can be effectively explained using the G-CHIME model. The significance of each component in the model is apparent from the account and e-interview presented.

Each account of recovery in this series is unique and, as yet, untold.

This study draws on insights from the theory of conservation of resources to explore the impact of servant leadership (SL), creative adaptability (CA), and psychological well-being (PWB) on the service recovery performance (SRP) of employees. More specifically, the objective of this study is twofold: one to ascertain whether employees' service recovery performance would increase significantly after their exposure to SL, and two, to determine whether CA and PWB serially mediate the link between SL and SRP.

To analyze the data collected from a sample of 371 air service providers’ front-line employees (FLEs), partial least squares structural equation modeling (PLS-SEM) was performed.

The result indicated that SL was positively related to SRP. Likewise, the results of the serial mediation analysis showed that CA and PWB independently and serially mediated the SL-SRP relationship. This study makes significant contributions to the literature on SL and SRP.

This study adds to the growing body of research on how FLEs effectively deal with customers who are dissatisfied with their service failure experiences. Specifically, this research expands on previous results by proving the favorable effect of leadership style on FLE’s service recovery performance. In addition, the current study examines how effective service recovery is by assessing the employee’s resources based on COR theory. Finally, this research provides new insight into the influence of SL on SRP through the serial mediation of CA and FLE’s well-being.

This study basically develops an omnichannel integration services (OIS) success model and further uses perceived value and stickiness to measure the actual net benefits. Furthermore, this study explores the role of service recovery in OIS success model.

A quantitative online survey study was mainly being conducted to statistically test these relationships among the customer experience, satisfaction, perceived value, stickiness and service recovery. The statistical data collected from 371 respondents were taken for analysis through partial least squares.

The findings revealed that the online and offline customer experiences have a significant influence on their level of online and offline satisfaction, respectively. Both online and offline satisfaction are major factors which are enhancing the perceived value and stickiness. Service recovery also has a significant effect on online and offline satisfaction.

The results of the hypotheses presented in the OIS success model may usually vary from one cultural context to another. Hence, additional studies should access the current research model, especially those that are culturally different from Taiwan.

The service failures are always inevitable and the recovery of such encounters represent to have a significant challenge for OIS. Thus, practitioners should allocate more such resources to enhance on customer experience of OIS, which in turn promotes to enhance customer satisfaction. Moreover, OIS practitioners seem to be more concerned with a thought on how to avoid service failures and provide satisfied customer experience than developing service recovery strategies.

Although the past studies on multichannel retail have yielded insights into the factors affecting consumers' channel preferences, there is a dearth of research that sheds bright light on the intense factors affect the success of OIS; hence, a conceptual framework of OIS success model, referenced to the model of updated information systems success (ISS), thus is used to act as the basis of this study. Furthermore, this study explores the role of service recovery in OIS success model.

The purpose of this study is to understand the potential of serious gaming as an imaginative and creative method to collect data in disaster studies that address key concerns such as extractive research, power inequalities, and bridging the theory-practice gap in exploring post-disaster recovery.

Novel serious gaming approach deployed to connect theory-practice by identifying and co-analysing post-disaster recovery gaps in a workshop setting.

The serious game has value in bridging theory-practice divides, identifying and exploring gaps/solutions in post-flood recovery, and serving as a novel social science research approach for disaster studies.

Outlining a dialogic approach to knowledge construction between academics, practitioners, policymakers and community voices on post-disaster recovery.

Fostering collaboration and knowledge construction on post-disaster recovery gaps across stakeholders is valuable in improving disaster resilience strategies that benefit communities affected by disasters.

The paper proposes a creative and co-developed serious game method of data collection for disaster studies.

The purpose of this paper is to examine recovery through lived experience. It is part of a series that explores candid accounts of addiction and recovery to identify important components in the recovery process.

The G-CHIME model comprises six elements important to addiction recovery (growth, connectedness, hope, identity, meaning in life and empowerment). It provides a standard to against which to consider addiction recovery, having been used in this series, as well as in the design of interventions that improve well-being and strengthen recovery. In this paper, a first-hand account is presented, followed by a semi-structured e-interview with the author of the account. Narrative analysis is used to explore the account and interview through the G-CHIME model.

This paper shows that addiction recovery is a remarkable process that can be effectively explained using the G-CHIME model. The significance of each component in the model is apparent from the account and e-interview presented.

Each account of recovery in this series is unique, and as yet, untold.

While many studies have focused on the effectiveness of service recovery after encountering service failure, few have considered for pre-recovery opportunities. Drawing on service guarantee research and the inoculation theory, this study examines the effect of pre-recovery strategy on customer’s satisfaction when faced with possible service failure. This study takes into consideration the uncertainty of service failure, including specific or unpredicted failures.

Three experimental studies were conducted to examine our research hypotheses, which include a total of 1203 subjects recruited from online and offline platforms.

The findings reveal that service guarantees and inoculation messages both effectively mitigate the negative consequences of a service failure. Specifically, the pre-recovery strategy is particularly effective for specific service failures. In addition, we thoroughly examined the mediating role of customer attribution.

This research significantly contributes to the existing literature on service research by delving into the potential positive impact of proactive measures undertaken by service enterprises. Furthermore, the findings of this research offer valuable insights for practitioners.

This study investigates the direct impact of app attachment on service recovery and customer advocacy and their combined impact on recommendation and purchase intention. The mediating mechanisms of service recovery and customer advocacy between app attachment and customer responses are also tested in the context of food delivery apps (FDAs).

Utilizing a quantitative approach, the authors surveyed 207 responses from users of FDAs who had experienced service failures. Structural equation modeling in Smart PLS 3.0 was used to analyze the data.

The results supported direct effects among all constructs in the model. The main contribution of the study confirms the mediating mechanisms of service recovery and customer advocacy between app attachment and customer responses.

Previous studies have mostly relied on the technology acceptance model (TAM). This theory posits that perceived usefulness and ease of use influence the decision of individuals to use a new technology. Although this theory is valuable in terms of accepting new technologies, it neglects psychological phenomena involving the individual and the technological entity – in this case, the FDA. Thus, our study is unique in applying attachment theory and putting emphasis on the importance of building trust in the relationship between FDAs and their customers. Social exchange theory is applied to explain the importance of overcoming the cost of experiencing a failure through service recovery. Thus, we extend the knowledge regarding psychological individual reactions to mobile technologies in the food context, an important sector within the hospitality market.

FDA managers should invest in developing emotional ties with customers. Specific actions include messaging customers on their birthdays or other festive dates. Short testimonial videos on TikTok or other social media with customers advocating in favor of the company could help spread recommendations and the intentions of other customers using the FDAs. To use these practical recommendations properly, we recommend that FDA managers consider the level of quality service recovery delivered and individuals’ cultures, beliefs and values regarding where the company operates to avoid misunderstandings.

This study is original in proposing a model to FDA operators considering app attachment, service recovery, customer advocacy, recommendation and purchase intention. It further supports the mediating effect of service recovery and customer advocacy between app attachment, recommendation and purchase intention on mobile phones.

Discovery Colleges are new, exciting innovations. The purpose of this paper is to describe the process of developing and implementing the first pilot of a Discovery College for young people in Ireland. This paper aims to assist in providing direction for future comparable projects.

The author takes a narrative approach to highlight the rationale for introducing the Discovery College model into an Irish context and to outline the project phases and participant feedback.

The pilot project is outlined and the key learnings are explained.

Recovery Education is a growing model both nationally and internationally, and this pilot was an innovative project, the first of its kind to bring Recovery Education to a younger audience in Ireland. This paper aims to assist in providing direction for future comparable projects.

The purpose of this paper is to explore the accomplishments of those who realise addiction recovery. To the best of the authors’ knowledge, this is the first in a series of recovery stories, where candid accounts of addiction and recovery are examined. In doing so, shared components of recovery are considered, along with the change and growth necessary to facilitate it.

The CHIME (Connectedness, Hope, Identity, Meaning and Empowerment) framework comprises five elements important to recovery. It provides a standard to qualitatively study mental health recovery, having also been applied to addiction recovery. In this paper, an additional element for Growth has been introduced to the model (G-CHIME), to consider both recovery and sustained recovery. A first-hand account of addiction recovery is presented, followed by a semi-structured e-interview with the author of the account. This is structured on the G-CHIME model.

This paper shows that successful and sustained recovery from alcohol addiction can be effectively explained using the G-CHIME model. Each element was well represented in the described process of reaching recovery.

Each account of recovery in this series is unique, and as yet, untold.

The purpose of this study is to compare lived recovery journeys in mental health with recovery models.

Unstructured interviews with prompts were conducted with two individuals.

Some recovery models correspond in part with the live experience of subjects. These narratives have personal emphasis that is incongruent with the highlighted models. In particular, the subjects have a place for therapeutic interventions, i.e. talking therapies and medication.

The live experience of the two people with mental health issues crosses boundaries of recovery models. Relevant models include those used in peer support; however, they too do not fit exactly with the detailed journeys.

A varied approach without preconceptions is appropriate to understand the components of these two recovery journeys.

The medical model approach to mental health is not discounted rather it is integral to these two recovery journeys.

This is qualitative research using stated models of mental health recovery. In addition to the principles of hope, meaning, connectedness, identity and empowerment, the two subjects include the essential part for medication and talking therapies in their recovery.