Corporate image: a service recovery perspective

This article explores direct and indirect antecedents that contribute to corporate image formation in a service recovery context. Two studies were carried out in Egypt. Study 1 comprises 29 semistructured interviews with complainants of mobile phone network service providers in Egypt. Study 2 encompasses a mail survey of another 437 complainants. Findings reveal the importance of perceived justice, namely, interactional justice, in corporate image formation, as well as the mediating role of satisfaction with service recovery in the perceived justice-corporate image relationship. Results also reveal two empirical relationships: problem solving as a determinant of distributive justice and follow-up as a driver of procedural justice. Accordingly, this study contributes to the service field by providing the first empirical evaluation of new direct and indirect antecedents of corporate image formation in a service recovery context. Managerial recommendations are provided that encourage service practitioners to emphasize perceived justice and satisfaction with a service recovery process to enhance the company’s image. Additionally, companies should invest in implementing problem solving and follow-up as service recovery strategies since both significantly enhance perceived justice

Training measures and technologies for air contaminant risks

Abstract As air contaminants continue to pose a problem in organizations, more studies are needed to identify and reduce employees’ exposure to air contaminants. Limited research proposes methods for managing air contaminants, especially with focus on reducing exposure by improving safety behavior, safety knowledge, safety attitudes and safety motivation among employees in the workplace, by, for instance, using safety training.The aim of this thesis is to develop existing safety measures and analyze new measures for reducing air contaminants in typical industrial work situations by focusing on human aspects, such as safety attitudes and safety motivation. This is carried out by studying safety attitudes, safety motivation, and safety training in relation to air contaminant safety in current Swedish organizations by means of questionnaires, interviews, reviews of research, as well as the exposure monitoring method, PIMEX. This thesis comprises four papers.  Sammanfattning Luftföroreningar fortsätter att utgöra ett problem i organisationer. Fler studier behövs för att identifiera och minska exponering hos arbetare för luftföroreningar. För närvarande finns begränsat med forskning som är fokuserat på metoder för att hantera luftföroreningar, särskilt med fokus på att minska exponering genom att ändra beteenden, attityder, kunskap och motivation som relateras tillarbetsmiljöfrågor, genom exempelvis utbildning. Syftet med denna avhandling är att utveckla befintliga arbetsmiljöåtgärderoch analysera nya metoder för att hantera exponering i arbetssituationer där luftföroreningar finns. Detta görs genom att studera arbetsmiljöattityder, arbetsmiljömotivation och arbetsmiljöutbildningar som är relaterade till luftföroreningar i svenska organisationer. Attityder, motivation, utbildning och kontrollmetoder för att minska risker i form av luftföroreningar studeras med hjälp av enkäter, intervjuer, tidigare forskning och PIMEX-metoden. Avhandlingen består av 4 delarbeten/Papers.QC 20170504Spetsprojekte

Effective measures to decrease air contaminants through risk and control visualization : a study of the effective use of QR codes to facilitate safety training

Woodworking industries still consists of wood dust problems. Young workers are especially vulnerable to safety risks. To reduce risks, it is important to change attitudes and increase knowledge about safety. Safety training have shown to establish positive attitudes towards safety among employees. The aim of current study is to analyze the effect of QR codes that link to Picture Mix EXposure (PIMEX) videos by analyzing attitudes to this safety training method and safety in student responses. Safety training videos were used in upper secondary school handicraft programs to demonstrate wood dust risks and methods to decrease exposure to wood dust. A preliminary study was conducted to investigate improvement of safety training in two schools in preparation for the main study that investigated a safety training method in three schools. In the preliminary study the PIMEX method was first used in which students were filmed while wood dust exposure was measured and subsequently displayed on a computer screen in real time. Before and after the filming, teachers, students, and researchers together analyzed wood dust risks and effective measures to reduce exposure to them. For the main study, QR codes linked to PIMEX videos were attached at wood processing machines. Subsequent interviews showed that this safety training method enables students in an early stage of their life to learn about risks and safety measures to control wood dust exposure. The new combination of methods can create awareness, change attitudes and motivation among students to work more frequently to reduce wood dust.

Support and control of psychosocial OSH demands in psychiatric care

Psychosocial occupational safety and health (OSH) risks pose significant challenges in Swedish psychiatric inpatient care. This study seeks to explore demand, control, and support factors within this context. Utilizing a multi-methodological approach, the researchers analyzed data from the Synergi deviation system (The 736 measure reports that include actions and preventive activities, 463 risk reports) alongside focus-group interviews featuring 67 participants, including 24 registered nurses, 25 psychiatric aides, 9 managers, and 9 physicians. Data were deductively analyzed using the Job Demand-Control-Support (JDCS) model. Synergi Data results included quantitative demands, emotional demands, deficiency demands, emotional support, safety support, organizational support, and conversational strategies to enhance control. Focus-group participants reported experiences of emotional and quantitative demands, organization-based stigmatization, control factors (e.g., participation in decisions, mirroring, therapeutic meetings about aggression [TERMA] training), and emotional support to manage emotional demands. The increased digitalization has led to new forms of emotional demands, such as patient stalking on social media platforms and smartphone filming of employees. The results also indicate that improvements in patient safety, group dynamics, and collaborative efforts have positively influenced wellbeing among the employees. This study highlights identified JDCS factors of importance for practical implications to manage psychosocial OSH in psychiatric inpatient settings, and advocates for further multi- methodological studies to enhance control in psychiatric care

Implementing care-related services in care units : an interview study

Background The growing concern about a dwindling healthcare workforce, exacerbated by demographic changes, calls for innovative solutions. One viable approach involves implementing new professional roles and restructuring existing healthcare teams within hospital care units. Objectives To evaluate the implementation of an innovative task-shifting concept, care-related services (CRS), from the managers’ perspective in somatic care units across the hospitals in a region in Sweden. Methods The qualitative study was conducted in 2022, after the implementation of CRS. Individual interviews were conducted with 24 key stakeholders, including 14 care unit managers, six CRS managers, and four process managers. A qualitative content analysis was performed, utilizing the Consolidated Framework of Implementation Research (CFIR). Results The implementation of CRS involved collaboration between care unit managers, CRS managers, and project managers, alongside CRS staff, registered nurses (RNs), and licensed vocational nurses (LVNs). In particular, their roles encompassed defining boundaries, establishing routines, and managing personnel. Throughout the implementation process, challenges emerged, stemming from undefined goals, difficulties in recruiting qualified CRS staff, and issues associated with seamlessly integrating CRS into existing work routines. These challenges arose due to a constrained timeframe, widespread team apprehension, shortcomings in the training of CRS staff, unclear task allocation, and an increased workload for care unit managers. Factors associated with successful CRS implementation included effective cooperation among managers and an open-minded approach. Conclusions Our findings highlight the crucial role of clear communication, effective recruitment, integration of CRS staff, clarification of roles, responsibilities, and defined goals for successful CRS implementation

Implementing care-related services in care units - an interview study

BACKGROUND: The growing concern about a dwindling healthcare workforce, exacerbated by demographic changes, calls for innovative solutions. One viable approach involves implementing new professional roles and restructuring existing healthcare teams within hospital care units. OBJECTIVES: To evaluate the implementation of an innovative task-shifting concept, care-related services (CRS), from the managers' perspective in somatic care units across the hospitals in a region in Sweden. METHODS: The qualitative study was conducted in 2022, after the implementation of CRS. Individual interviews were conducted with 24 key stakeholders, including 14 care unit managers, six CRS managers, and four process managers. A qualitative content analysis was performed, utilizing the Consolidated Framework of Implementation Research (CFIR). RESULTS: The implementation of CRS involved collaboration between care unit managers, CRS managers, and project managers, alongside CRS staff, registered nurses (RNs), and licensed vocational nurses (LVNs). In particular, their roles encompassed defining boundaries, establishing routines, and managing personnel. Throughout the implementation process, challenges emerged, stemming from undefined goals, difficulties in recruiting qualified CRS staff, and issues associated with seamlessly integrating CRS into existing work routines. These challenges arose due to a constrained timeframe, widespread team apprehension, shortcomings in the training of CRS staff, unclear task allocation, and an increased workload for care unit managers. Factors associated with successful CRS implementation included effective cooperation among managers and an open-minded approach. CONCLUSIONS: Our findings highlight the crucial role of clear communication, effective recruitment, integration of CRS staff, clarification of roles, responsibilities, and defined goals for successful CRS implementation