PurposeSexuality and relationships education (SRE) often do not accommodate the needs of vulnerable young people in child and youth social care, (school) social work, and residential or foster care, leaving professionals in these fields a vital role in delivering SRE to these young people. This scoping review examines what competencies professionals need to facilitate adequate guidance and education about sexuality and relationships in their work with vulnerable children and young people.MethodsWe conducted a systematic literature search in five databases – PsychINFO, Eric, Medline, CINAHL and Social Services Abstracts – for articles published between 1991 and 2021 on March 6, 2021, using a set of predefined search strings. Articles on sexuality and relationship education (SRE) or sexual health, related to competencies of (future) professionals and published in English were included.ResultsOur review revealed a range of competencies that professionals may need, such as providing basic prevention, dealing with children struggling with their sexual orientation, handling disclosure of sexual abuse or dealing with problematic sexualized behavior (often combinations of the above), but also supporting young people in exploring positive aspects of relationships and sexuality.ConclusionSRE is an integral part of the work of professionals in child and youth social care. Wider organizational and educational commitment is needed for implementation of SRE to facilitate a safe environment for diverse young people.
MULTIFILE
Customer-supplier relationships are becoming more digital. However, a personal approach still seems to be a key success factor in the service journey, creating an optimal customer experience. In this research, we investigated the effects of a personal communication approach on customer experience and customer relationship. The personal touch was operationalised in two studies focusing on written forms of communication (Study 1) and spoken forms of communication (Study 2) amongst customers of an energy company. Both studies show that a personal tone of voice in customer contact results in a more positive customer experience (in terms of consumption emotions, customer satisfaction and recommendation intention). However, it does not impact the long term relationships between service provider and customers. Customers do not adjust previously built relationship norms when they are approached in a more or less personal way, as long as the chosen approach does not violate relationship norms. The research is relevant for organisations interested in the effects of a more personal approach in customer contact. The paper combines existing theories on customer experience and customer communication with the existing theories on relational models.
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For IT services companies, delivering high quality IT services is of eminent importance. IT service quality drives customer satisfaction, which in its turn drives firm performance. It is this link that is addressed in this paper: How can the performance of customer service delivery teams be improved, when looked upon from the perspective of firm performance? Based on the literature on excellent performing organizations, we apply the concepts that, according to Collins (2001), drove the development of 'good' companies to 'great' companies to a case study of an under performing service delivery team that developed into an excellent performing service delivery team. The lessons from this study were that most of the drivers behind the performance improvement of this team were in fact 'soft' factors that concerned the human side of the team more than the organizational, procedural or structural measures.
This project researches risk perceptions about data, technology, and digital transformation in society and how to build trust between organisations and users to ensure sustainable data ecologies. The aim is to understand the user role in a tech-driven environment and her perception of the resulting relationships with organisations that offer data-driven services/products. The discourse on digital transformation is productive but does not truly address the user’s attitudes and awareness (Kitchin 2014). Companies are not aware enough of the potential accidents and resulting loss of trust that undermine data ecologies and, consequently, forfeit their beneficial potential. Facebook’s Cambridge Analytica-situation, for instance, led to 42% of US adults deleting their accounts and the company losing billions. Social, political, and economic interactions are increasingly digitalised, which comes with hands-on benefits but also challenges privacy, individual well-being and a fair society. User awareness of organisational practices is of heightened importance, as vulnerabilities for users equal vulnerabilities for data ecologies. Without transparency and a new “social contract” for a digital society, problems are inevitable. Recurring scandals about data leaks and biased algorithms are just two examples that illustrate the urgency of this research. Properly informing users about an organisation’s data policies makes a crucial difference (Accenture 2018) and for them to develop sustainable business models, organisations need to understand what users expect and how to communicate with them. This research project tackles this issue head-on. First, a deeper understanding of users’ risk perception is needed to formulate concrete policy recommendations aiming to educate and build trust. Second, insights about users’ perceptions will inform guidelines. Through empirical research on framing in the data discourse, user types, and trends in organisational practice, the project develops concrete advice - for users and practitioners alike - on building sustainable relationships in a resilient digital society.
The increasing concentration of people in urban environments in an era of globalisation means that social, economic, and environmental resources for living and working are under pressure. Urban communities experience increased stress levels due to inadequate and overburdened infrastructure and services, challenges due to ethnic and cultural diversity, socio-economic inequalities as well as the impact of environmental degradation. For these communities to build resilience under these circumstances therefore requires a multipronged approach. The underlying question this project will answer is: “What are the key characteristics of experiencescapes that contribute to resilience-building in communities?” The project will dive into the identification of building blocks of experiencescapes and roles of relevant actors that can support communities in building resilience. Within the context of a multidisciplinary approach, this project applies a range of qualitative research methods, such as in-depth interviews, focus groups, participant observation, storytelling techniques, life stories, as well as various biometric quantitative methods, available through the experience lab of BUas. The outcome of the project will enable practitioners and researchers alike in various sectors to understand what and how they can contribute to creating an environment in which people can meaningfully interact in a way that builds resilience in communities. This outcome is communicated not only through academic publications and conference contributions, but also through public reports and a handbook for practitioners and students. These reports and handbooks support identification and application of building blocks of experiencescapes that support building resilience in communities. Finally, the knowledge generated in the project will contribute to the development of curricula of various educational programmes at Breda University of Applied Sciences by expanding the scope of experience design into the area of people-to-people relationships.
Client: COST (European Cooperation in Science and Technology) Funder: COST is an intergovernmental framework for European Cooperation in Science and Technology, allowing the coordination of nationally-funded research on a European level This project is based on bringing together principles of ecosystem services (ES), which focus on life support systems, with more non-material services such as culture, health and wellbeing through tourism. It aims to link research on wellbeing provided by ecosystems and their use via tourism, leisure and recreation activities. The underpinning issue of this proposal is to produce new and collaborative research on how and in what way can tourism be a catalyst for improving human health and wellbeing, by using in a symbiotic and sustainable way natural resources and services provided by ecosystems, as well as exploring the challenges of (e)valuation of such services. This will be achieved by creating a collaborative European network of research centres based around four key working groups, namely (a) theoretical relationships between tourism, wellbeing and ES ; (b) empirical and methodological research challenges and approaches; (c) interrelations between ageing, wellbeing and ES; and (d) policy frameworks' analysis and research-informed policy making
