资深志愿者在服务提供商环境中创造幸福

IF 3.9 3区 管理学 Q2 BUSINESS
K. Shirahada, Alan Wilson
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引用次数: 3

摘要

目的考虑到老年志愿者在老龄化社会中的重要性,本研究旨在从志愿者参与的动机和服务提供中的价值共创/共毁两方面加深对老年人如何通过志愿服务创造福祉的理解。设计/方法/方法本研究以作为旅游服务提供者的老年志愿者为研究对象,采用有目的的抽样方法,对日本和英国的15名老年志愿者导游进行了定性研究。采用Gioia方法对数据进行分析,识别数据结构并建立概念模型。研究结果:老年人开始有不同的动机,不仅仅是象征性的和健康的动机。然而,经过一段时间的培训,他们会更加意识到自己作为服务提供者的志愿者角色,并可能努力为客户带来最大的利益。这种角色的整体表现支持他们的幸福。他们也可能经历价值共同毁灭的时期;这些负面的经历可以通过与组织中的同事建立良好的关系来克服。实践意义本文从培训和改善组织成员之间的沟通方面确定了组织支持老年服务提供者志愿者的想法,旨在克服负面经历并实现幸福。原创性/价值本研究通过构建模型来展示志愿服务作为服务提供者的期望、服务提供和福利创造之间的关系,为变革性服务研究文献做出贡献。本文还讨论了志愿服务提供对老年志愿者幸福感的正、负影响。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Well-being creation by senior volunteers in a service provider context
PurposeGiven the importance of senior volunteers in an ageing society, this study aims to deepen the understanding of how seniors create well-being by volunteering as service providers in terms of motivations for volunteer participation and value co-creation/co-destruction in service provision.Design/methodology/approachFocussing on senior volunteers acting as service providers in the tourism sector, this study conducted a programme of qualitative research with 15 senior volunteer tour guides in Japan and the UK through the purposive sampling method. The data were analysed by the Gioia method to identify data structure and create a conceptual model.FindingsSeniors start with a mixture of different motivations, not only symbolic and health ones. However, after a certain period of training, they become more aware of their volunteer role as service providers and may strive to maximise the benefits to their clients. The overall performance of such a role supports their well-being. They may also experience episodes of value co-destruction; such negative experiences may be overcome by building good relationships with their colleagues in the organisation.Practical implicationsThe paper identifies organisational support ideas for senior service provider volunteers aimed at overcoming negative experiences and achieving well-being, in terms of training and improved communication between organisation members.Originality/valueThis study contributes to the transformative service research literature by constructing a model to showcase the relationship amongst expectations of volunteering as a service provider, service delivery and well-being creation. This paper also discusses the positive and negative effects of volunteer service delivery on senior volunteers' well-being.
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来源期刊
CiteScore
8.00
自引率
15.20%
发文量
29
期刊介绍: Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.
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