scholarly journals Omnichannel Customer Experience and Management: An Integrative Review and Research Agenda

2021 ◽  
Vol 13 (5) ◽  
pp. 2824
Author(s):  
Carmen Gerea ◽  
Fernanda Gonzalez-Lopez ◽  
Valeria Herskovic
Keyword(s):  
Customer Experience ◽  
Interdisciplinary Teams ◽  
Customer Behavior ◽  
Integrative Approach ◽  
Future Research ◽  
Management Approach ◽  
Research Gaps ◽  
Theoretical Perspectives ◽  
Depth Analysis ◽  
Customer Lifecycle

In a highly competitive landscape, adopting an omnichannel approach might lead to a market advantage in terms of acquiring and retaining customers, as well as a means to ensure business sustainability. Omnichannel organizations situate the customer at the core of their interaction. However, research on omnichannel customer experience (CX) is still fragmented. In this paper, by adopting an integrative approach, we aim to articulate the empirical evidence around omnichannel CX and its management. Moreover, we show how research around omnichannel CX emerged from different theoretical perspectives and disciplines such as marketing, sociology and computer science. Towards this goal, we conducted a systematic literature review—with in depth analysis of 50 papers—and identified that omnichannel CX literature has engaged a number of research streams from various theoretical perspectives. Based on the research gaps, we propose an agenda for future research including topics such as (1) understanding the customer lifecycle in an omnichannel context; (2) integrating new touchpoints and channels; (3) predicting the omnichannel customer behavior; and (4) approaching omnichannel CX in service-based organizations. We conclude that adopting an omnichannel CX management approach requires the entire organization to be customer-centric while articulating interdisciplinary teams. Available studies on omnichannel CX provide the foundations for extending the knowledge on this topic and developing tools for practitioners to use in the omnichannel management assessment, operationalization, and measurement.

scholarly journals Insights from Australians with respiratory disease living in the community with experience of self-managing through an emergency department ‘near miss’ for breathlessness: a strengths-based qualitative study

BMJ Open ◽  
2017 ◽  
Vol 7 (12) ◽  
pp. e017536 ◽  
Author(s):  
Tim Luckett ◽  
Jane Phillips ◽  
Miriam Johnson ◽  
Maja Garcia ◽  
Priyanka Bhattarai ◽  
...  
Keyword(s):  
Emergency Department ◽  
Self Efficacy ◽  
Near Miss ◽  
Self Management ◽  
Integrative Approach ◽  
Future Research ◽  
Management Approach ◽  
Chronic Obstructive ◽  
Pharmacological Management ◽  
Near Misses

ObjectivesBreathlessness ‘crises’ in people with chronic respiratory conditions are a common precipitant for emergency department (ED) presentations, many of which might be avoided through improved self-management and support. This study sought insights from people with experience of ED ‘near misses’ where they considered going to the ED but successfully self-managed instead.Design and methodsA qualitative approach was used with a phenomenological orientation. Participants were eligible if they reported breathlessness on most days from a diagnosed respiratory condition and experience of ≥1 ED near miss. Recruitment was through respiratory support groups and pulmonary rehabilitation clinics. Semistructured interviews were conducted with each participant via telephone or face-to-face. Questions focused on ED-related decision-making, information finding, breathlessness management and support. This analysis used an integrative approach and independent coding by two researchers. Lazarus and Cohen’s Transactional Model of Stress and Coping informed interpretive themes.ResultsInterviews were conducted with 20 participants, 15 of whom had chronic obstructive pulmonary disease. Nineteen interviews were conducted via telephone. Analysis identified important factors in avoiding ED presentation to include perceived control over breathlessness, self-efficacy in coping with a crisis and desire not to be hospitalised. Effective coping strategies included: taking a project management approach that involved goal setting, monitoring and risk management; managing the affective dimension of breathlessness separately from the sensory perceptual and building three-way partnerships with primary care and respiratory services.ConclusionsIn addition to teaching non-pharmacological and pharmacological management of breathlessness, interventions should aim to develop patients’ generic self-management skills. Interventions to improve self-efficacy should ensure this is substantiated by transfer of skills and support, including knowledge about when ED presentation is necessary. Complementary initiatives are needed to improve coordinated, person-centred care. Future research should seek ways to break the cyclical relationship between affective and sensory-perceptual dimensions of breathlessness.

Trends and Directions in the Development of a Strategic Management Theory of the Family Firm

2005 ◽  
Vol 29 (5) ◽  
pp. 555-575 ◽  
Author(s):  
James J. Chrisman ◽  
Jess H. Chua ◽  
Pramodita Sharma
Keyword(s):  
Strategic Management ◽  
Family Involvement ◽  
Family Business ◽  
Family Firms ◽  
Management Theory ◽  
Future Research ◽  
Management Approach ◽  
Resource Based View ◽  
Theoretical Perspectives ◽  
The Family

This article provides a review of important trends in the strategic management approach to studying family firms: convergence in definitions, accumulating evidence that family involvement may affect performance, and the emergence of agency theory and the resource–based view of the firm as the leading theoretical perspectives. We conclude by discussing directions for future research and other promising approaches to inform the inquiry concerning family business.

Dietary Modifications in Fissure-in-ano: A Qualitative Study Based on Persian Medicine

2020 ◽  
Vol 16 (6) ◽  
pp. 860-865
Author(s):  
Sedigheh Tavakoli-Dastjerdi ◽  
Mandana Tavakkoli-Kakhki ◽  
Ali R. Derakhshan ◽  
Azam Teimouri ◽  
Malihe Motavasselian
Keyword(s):  
Modern Medicine ◽  
Integrative Approach ◽  
Future Research ◽  
Common Disease ◽  
Fissure In Ano ◽  
High Fiber ◽  
Baked Goods ◽  
Persian Medicine

Background: Anal fissure (AF) is a common disease associated with severe pain and reduced quality of life. Factors related to lifestyle, including diet and bowel habits, play a pivotal role in its pathogenesis. Most of the chronic fissures are not responsive to drugs and more likely to recur. Given the significance of diet in Persian medicine (PM), investigation on physiopathology and appropriate foods can be useful for decreases in AF symptoms and consequences. Objective: This study was intended to evaluate the role of diet in the formation and progression of AF from the perspective of PM. Methods: In this study, the most important resources of PM dating back to thousands of years were reviewed. All these textbooks contained a section on AF, its causes, and treatment. Further analysis was performed on these resources in comparison with databank and resources of modern medicine to develop a food-based strategy for AF management. Results: From the view of PM, the warmth and dryness of anus temperament accounted for AF. Both Persian and modern medicine identified constipation as another cause for AF. Therefore, avoidance from some foods and commercial baked goods was recommended. Both Persian and modern medicine forbad the following foods: potato, cabbage, cauliflower, pasta, beef, fish, and so forth. High fiber and oligo-antigen diets with some limitations have garnered more attention. Conclusion: An integrative approach is recommended employing both Persian and modern medicine for AF. There have been some evidence in this regard, however standardized clinical trials are required for future research.

The psychological impact of active surveillance in men with prostate cancer: implications for nursing care

2021 ◽  
Vol 30 (10) ◽  
pp. S30-S37
Author(s):  
Sophie Biddle
Keyword(s):  
Prostate Cancer ◽  
Active Surveillance ◽  
Negative Impact ◽  
Psychological Impact ◽  
Future Research ◽  
Management Approach ◽  
Close Monitoring ◽  
Illness Uncertainty ◽  
Quantitative Studies ◽  
Positive Treatment

Introduction: Active surveillance is a conservative management approach to treating prostate cancer involving regular testing and close monitoring by the health professional. The aim of this literature review is to establish whether men experience a psychological impact of active surveillance and what the prevalent effects might be. Method: The search was carried out in three databases: CINAHL, Medline and PsycINFO. Articles published in English, from October 2015 to March 2018, which focused on the psychological impact of active surveillance, were included. Findings: A total of eight quantitative studies were included in this report. The review identified key psychological impacts of active surveillance, including anxiety, sub-clinical depression, illness uncertainty and hopelessness. Active surveillance was seen by some patients as a positive treatment approach that limited the side effects associated with active treatment. Conclusion: The evidence found a negative impact of active surveillance might be felt by men at any stage during treatment and at differing levels of severity. The article highlights key demographic areas, including ethnicity and age, for future research and recommends more qualitative studies are conducted.

scholarly journals Equality in the Youth Court: Meaning, Perceptions and Implications of the Principle of Equality in Youth Justice

Youth Justice ◽  
2021 ◽  
pp. 147322542110134
Author(s):  
Yannick van den Brink
Keyword(s):  
Conceptual Model ◽  
Ethnic Minorities ◽  
Fundamental Principle ◽  
Future Research ◽  
Youth Justice ◽  
Specific Context ◽  
Youth Court ◽  
Low Socioeconomic ◽  
Policy Practice ◽  
Theoretical Perspectives

Equality is a fundamental principle, also in youth justice. Nevertheless, children from ethnic minorities, children with disabilities and children from low socioeconomic backgrounds are vastly overrepresented in youth detention populations across the globe. This article combines interdisciplinary theoretical perspectives and empirical findings from interviews with practitioners from two English youth courts to explore the meaning, perceptions and implications of the principle of equality in the specific context of the youth court. Ultimately, this article presents the first contours of a conceptual model of equality in the youth court, which aims to inform policy, practice and future research.

State-of-the-art literature review on inventory models for perishable products

2018 ◽  
Vol 15 (3) ◽  
pp. 306-346 ◽  
Author(s):  
Vaibhav Chaudhary ◽  
Rakhee Kulshrestha ◽  
Srikanta Routroy
Keyword(s):  
Inventory Management ◽  
Systemic Review ◽  
Current Status ◽  
Future Research ◽  
Inventory Models ◽  
Research Gaps ◽  
Content Type ◽  
Perishable Items ◽  
Perishable Inventory ◽  
The Future

PurposeThe purpose of this paper is to review and analyze the perishable inventory models along various dimensions such as its evolution, scope, demand, shelf life, replenishment policy, modeling techniques and research gaps.Design/methodology/approachIn total, 418 relevant and scholarly articles of various researchers and practitioners during 1990-2016 were reviewed. They were critically analyzed along author profile, nature of perishability, research contributions of different countries, publication along time, research methodologies adopted, etc. to draw fruitful conclusions. The future research for perishable inventory modeling was also discussed and suggested.FindingsThere are plethora of perishable inventory studies with divergent objectives and scope. Besides demand and perishable rate in perishable inventory models, other factors such as price discount, allow shortage or not, inflation, time value of money and so on were found to be combined to make it more realistic. The modeling of inventory systems with two or more perishable items is limited. The multi-echelon inventory with centralized decision and information sharing is acquiring lot of importance because of supply chain integration in the competitive market.Research limitations/implicationsOnly peer-reviewed journals and conference papers were analyzed, whereas the manuals, reports, white papers and blood-related articles were excluded. Clustering of literature revealed that future studies should focus on stochastic modeling.Practical implicationsStress had been laid to identify future research gaps that will help in developing realistic models. The present work will form a guideline to choose the appropriate methodology(s) and mathematical technique(s) in different situations with perishable inventory.Originality/valueThe current review analyzed 419 research papers available in the literature on perishable inventory modeling to summarize its current status and identify its potential future directions. Also the future research gaps were uncovered. This systemic review is strongly felt to fill the gap in the perishable inventory literature and help in formulating effective strategies to design of an effective and efficient inventory management system for perishable items.

scholarly journals Gaps in social support resources in later life: An adaptational challenge in need of further research

2009 ◽  
Vol 26 (1) ◽  
pp. 103-112 ◽  
Author(s):  
Karen S. Rook
Keyword(s):  
Social Support ◽  
Older Adults ◽  
Later Life ◽  
Future Research ◽  
Support Needs ◽  
Adaptive Responses ◽  
Theoretical Perspectives ◽  
Support Resources ◽  
Further Development ◽  
Social Support Resources

Gaps in social support resources in later life may arise when older adults lose social network members due to illness, death, or residential relocation. Gaps also may arise when social networks remain intact but are not well suited to meet older adults' intensifying support needs, such as needs for extended or highly personal instrumental support. Significant gaps in support resources are likely to require adaptive responses by older adults. This discussion highlights theoretical perspectives and illustrates empirical findings regarding the nature and effectiveness of older adults' responses to gaps in their social support resources. The literature examining these issues is relatively small and, as a result, is ripe for further development. Promising directions for future research are suggested.

Social appreciation for the improvement of tourism management of 20th-century heritage: a methodological proposal

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gema Ramírez-Guerrero ◽  
Javier García-Onetti ◽  
Juan Adolfo Chica-Ruiz ◽  
Manuel Arcíla-Garrido
Keyword(s):  
20Th Century ◽  
Management Tool ◽  
Future Research ◽  
Analysis Tool ◽  
Content Type ◽  
Cultural Assets ◽  
Current State ◽  
The Social ◽  
Depth Analysis ◽  
The Creation

Purpose This paper attempts to fill the gap that exists in research regarding 20th-century heritage and its social appreciation. The purpose of this paper is to explore different ways of evaluating the heritage value and tourism potential and to propose an innovative model validated in the Zarzuela Hippodrome as an example of cultural asset from 20th century with important economic, social, cultural, aesthetic and architectural aspects. Design/methodology/approach This study opted for an interpretation of heritage from an ecosystem, integrating and global paradigm, understanding the asset as a set of resources that interact with each other, generating a common and enriched tourist experience among all the elements that make it up. From this perspective, it is conceived that by modifying one of the elements, the whole (tourist) ecosystem will be equally influenced. On the other side, it was incorporated non-parametric techniques based on the implementation of surveys for the validation of the tool to the case study of the Zarzuela hippodrome. Findings The results suggest that the hippodrome's internal values have been evaluated very positively, while its external values are low. Through this study, the paper has identified several weaknesses that impede its functioning as a viable “tourist product.” The distance from the city center, the lack of available information and the scarce diffusion and tourism promotion are its main weaknesses. The proposed analysis tool reveals the importance of the active participation of visitors to evaluate cultural assets through the combination of aspects related to the conservation of cultural assets and, in turn, elements that encourage their commodification as tourist products, break down barriers between these two disciplines. Research limitations/implications The management tool proposed in this study can be used to underpin the creation of tourism experiences in cultural or heritage assets by diagnosing the current state of its tourist potential, quantifying its value in relation to the visitors’ perception and making visible those problematic aspects to develop actions to solve them. Although the present study is support for future research, as well as for improving the marketing of heritage in tourist settings, an in-depth analysis of the technical elements of heritage, as well as of its intervention (if applicable), will be necessary for the managers who want to use the tool. Social implications One of the most differentiating characteristics between the construction typology of 20th-century historical buildings is perhaps the scarcity of decorative ornamentation, with exposed concrete being the main surface coating. Many of these constructions have an important cultural and historical relevance, however, the social perception, as regards its consideration as architectural and artistic heritage seems to reflect discordant aspects. This study provides support as a decision-making tool to determine the existing valuation of a building and how to enhance it. Originality/value This study takes steps toward the creation of a model that supports decision-makers and owners of cultural assets through a measurement system that makes it possible to quantify and determine the current state of tourism use through the social evaluation of heritage criteria. It defines which are the elements that favor the resilience of the property or, on the contrary, which are those that undermine its enhancement.

Managing the most important asset: a twenty year review on the performance management literature

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ebina Justin M.A. ◽  
Manu Melwin Joy
Keyword(s):  
Performance Management ◽  
Management Practices ◽  
Organizational Outcomes ◽  
Future Research ◽  
System Quality ◽  
Content Type ◽  
Non Profit ◽  
Quantitative Studies ◽  
Theoretical Perspectives ◽  
Human Resource Management Practices

Purpose The three objectives served by this review are to provide readers a limpid insight about the topic performance management (PM), to analyse the latest trends in PM literature and to illustrate the theoretical perspectives. It would be fascinating for the practitioners and researchers to see the latest trends in the PM system, which is not yet covered in previous reviews. The study covers the historical and theoretical perspectives of human resource management practices. We also try to unveil some of the theoretical debates and conflicts regarding the topic. Design/methodology/approach We reviewed 139 studies on PM published within the last 20 years (2000–2020). The method used here is the integrative review method. The criteria used to determine studies are articles from peer-reviewed journals regarding the PM system published between 2000 and 2020. The initial search for studies was conducted using an extensive journal database, and then an intensive reference-based search was also done. Each selected article was coded, themes were identified, and trends for every 5 years were determined. All the articles were analysed and classified based on the methodology used to identify qualitative and quantitative studies. Findings The review concludes that PM literature's emphasis shifted from traditional historical evaluations conducted once or twice a year to forward-looking, feedback-enriched PM systems. By segregating the studies into 5-year periods, we could extract five significant trends that prevailed in the PM literature from 2000 to 2020: reactions to PM system, factors that influence PM system, quality of rating sources, evaluating the PM system and types of the PM system. The review ends with a discussion of practical implications and avenues for future research. Research limitations/implications It is equally a limitation and strength of this paper that we conducted a review of 139 articles to cover the whole works in PM literature during the last 20 years. The study could not concentrate on any specific PM theme, such as exploring employee outcomes or organizational outcomes. Likewise, the studies on public sector and non-profit organizations are excluded from this review, which constitutes a significant share of PM literature. Another significant limitation is that the selected articles are classified only based on their methodology; further classification based on different themes and contexts can also be done. Originality/value The study is an original review of the PM literature to identify the latest trends in the field.

Raw milk collection in Ireland: insights into the challenges facing the industry

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Seán O'Callaghan ◽  
Declan O. Connor ◽  
David Goulding
Keyword(s):  
Positive Impact ◽  
Environmental Issues ◽  
Raw Milk ◽  
Transportation Costs ◽  
Transportation Infrastructure ◽  
Environmental Cost ◽  
Future Research ◽  
Content Type ◽  
Depth Analysis ◽  
Transportation Emissions

PurposeThis paper provides insights into national practices used to schedule, collect and manage the transportation infrastructure of raw milk by Irish processors.Design/methodology/approachA survey was designed and distributed to 14 processors, collecting details regarding suppliers, seasonality, costs per litre, planning, processing sites and emissions related to milk collection.FindingsIrish raw milk transportation costs €95 million per annum, with an average weighted cost of 1.1 cents per litre. Primary route clustering of suppliers is based on farm location. Typically, collections employ forty-eight-hour rotas. Just three of the processors reported transportation emissions data. A disjointed approach to the adoption of scheduling and transportation technology was revealed.Research limitations/implicationsGiven the broad scope of the survey covering financial, operational and environmental aspects of milk collection, it was challenging to find a single representative such as a transport manager who could be tasked with responding to the entire survey. Future research may consider a more focused interview-based approach with the various stakeholders to provide a more in-depth analysis.Practical implicationsProcessors can gain an improved understanding of diversified milk collection methods. The research supports policymakers in considering environmental issues related to milk transportation. Costs could be reduced if transportation was better managed collectively with benefits accruing to the industry, suppliers and wider rural community. Stakeholders will need to address aspects of responsibility concerning environmental issues going forward.Social implicationsIn this paper the authors recognise the environmental cost of milk collection. By improving the transportation infrastructure, this will have a positive impact on society in general.Originality/valueThe paper highlights the unique challenges and extends present knowledge in relation to milk collection; thus, this paves the way for new approaches to raw milk transportation.

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