The effectiveness of complaint handling and service recovery policies in customer retention has been the focus of both scholars and service organizations. In the past decade, Justice Theory has provided the basis of the dominant theoretical framework for complaint management and service recovery. However, it does not explicitly address unfair trade practices, which constitute an ethical issue. Favorable outcomes in complaint handling may not be able to restore the reputation of a company and the potential harm perceived by consumers. Using (...) face-to-face interviews, this study applies Fairness Theory to explore the psychological responses of consumers in the post-complaint phase, particularly in ethical judgment. The findings suggest that an unfavorable outcome in the post-complaint stage leads to counterfactual thinking by the consumer about the consumer's state of well-being. The complaint must be due to the discretionary actions of the service provider whose accountability is assessed. Those harmful actions are then judged against an ethical standard. Explanations can reduce blame, and their effectiveness is moderated by outcome favorability but not ethical judgment. Favorable outcome, captured by "Would Perception," has only limited influence on Perceived Potential Harm (PPH), which is an important determinant of ethical judgment. This study makes both theoretical and practical contributions. It is the first study to validate Fairness Theory empirically and apply it to complaint handling as a complement of Justice Theory in the information and communication technology (ICT) service context. The study indicates that customers may condemn a service provider because of PPH even though the outcome is favorable. Unfair trade practices are what make customers hate ICT service providers. (shrink)

Objectives The objective of this research was to develop ethics accreditation standards for hospitals. Research design Our research methods included a literature review, an expert focus group, the Delphi technique and a hospital survey. The entire process was separated into two stages: (1) the development of a draft of hospital ethics accreditation standards; and (2) conducting a nationwide hospital survey of the proposed standards. Results This study produced a tentative draft of hospital ethics accreditation standards comprised of six chapters and (...) 62 standards based on the expert focus group and Delphi technique. The six chapters are: Medical ethics policies, regulations and leadership; The establishment and operation of a medical ethics committee; The establishment and operation of research-related ethics committees; Medical ethics education; Organisational ethical climate; and Respect for patients' rights and establishment of good hospital-patient relationships. The hospital survey indicated that the concept of an organisational ethical climate was new to most hospital managers, most hospitals disliked the idea of having a separate hospital ethics accreditation system, and small hospitals were concerned about their ability to comply with all of the standards. Conclusions Regardless of whether hospital ethics accreditation can be a stand-alone accreditation or just part of existing hospital accreditation programmes, we hope this draft can serve as a good reference for future endeavours by hospital accreditation authorities. (shrink)

Reason and Rationality in Health and Human Services Delivery is the first book to discuss the topic of decisionmaking and services from a multidisciplinary approach. It uses theory and social considerations, not just technology, as a basis for improved services. Health and human service students and professionals will learn how to form rational and reasonable decisions that take their clients'cultural backgrounds into consideration when identifying an illness or appropriating any kind of intervention. With a particular emphasis on theories, models, organizational (...) settings, technologies, and practitioner training methods that lead to culturally sensitive decisions, Reason and Rationality will help you deliver efficient and improved medical and social services to clients from all ethnic backgrounds. Recognizing reason as the centerpiece of most of Western philosophy, this text reveals how our idea of truth, fact, and order are wrongly thought to be universal; yet, Western principles are continually used in the decision-making process for health and social services. Focusing on the policy implications of decisionmaking in medical and social service settings, this text works to incorporate a broad range of factors into the reasoning process, such as cultural traditions and beliefs, that will result in better treatment for patients. Giving you suggestions and strategies for upgrading reasoning and decision-making processes and applying them to every area of service, Reason and Rationality discusses different themes that will help you improve services to patients, such as: the rationale currently used to justify decision-making strategies concerning medical and human services using computer technology to make clinical assessments revising administrative structure, management theories, and organizational strategies so that decision-making processes enhance the overall quality of service delivery how the practitioner/patient relationship is important in choosing the proper treatment soliciting community-based input to assess the public's health and human service needs in order to lessen political involvement in decision-making stages In addition, Reason and Rationality provides information and examples that show why you should consider the "life-world"--the values, beliefs, and commitments of a culture's history-- as the key to understanding the powers of reasoning that specify parameters of health and illness. (shrink)

Orestes has revealed himself to Electra and sworn with her to avenge Agamemnon. He outlines his plan and leaves the stage with a prayer to his father, after warning the chorus against indiscretion . They begin: Earth nurtures many dread hurts and fears; the sea's embrace is full of monsters hostile to man; lights in mid-air between earth and heaven also harm winged things and things that tread the earth; and one might also tell of the stormy wrath of (...) tempests. But who could tell of a man's unruly will, and of ruthless woman's unbridled passions, that share her heart with evil powers ruinous to mankind?3 But surpassing all is the wicked female passion whereby wedded union is worsted, among beasts and men alike. (shrink)

This co-edited volume compares Chinese and Western experiences of engineering, technology, and development. In doing so, it builds a bridge between the East and West and advances a dialogue in the philosophy of engineering. Divided into three parts, the book starts with studies on epistemological and ontological issues, with a special focus on engineering design, creativity, management, feasibility, and sustainability. Part II considers relationships between the history and philosophy of engineering, and includes a general argument for the necessity of dialogue (...) between history and philosophy. It continues with a general introduction to traditional Chinese attitudes toward engineering and technology, and philosophical case studies of the Chinese steel industry, railroads, and cybernetics in the Soviet Union. Part III focuses on engineering, ethics, and society, with chapters on engineering education and practice in China and the West. The book’s analyses of the interactions of science, engineering, ethics, politics, and policy in different societal contexts are of special interest. The volume as a whole marks a new stage in the emergence of the philosophy of engineering as a new regionalization of philosophy. This carefully edited interdisciplinary volume grew out of an international conference on the philosophy of engineering hosted by the University of the Chinese Academy of Sciences in Beijing. It includes 30 contributions by leading philosophers, social scientists, and engineers from Australia, China, Europe, and the United States. (shrink)

This edited volume illustrates the central importance of diversity of human values throughout healthcare. The readings are organised around the main stages of the clinical encounter from the patient's perspective. This introductory chapter opens up crucial issues of methodology and of practical application in this highly innovative approach to the role of ethics in healthcare.

We critically evaluate the ways in which competence in medical ethics has been evaluated. We report the initial stage in the development of a relevant, reliable and valid instrument to evaluate core critical thinking skills in medical ethics. This instrument can be used to evaluate the impact of medical ethics education programmes and to assess whether medical students have achieved a satisfactory level of performance of core skills and knowledge in medical ethics, within and across institutions.

Because no single person or group holds knowledge about all aspects of research, mechanisms are needed to support knowledge exchange and engagement. Expertise in the research setting necessarily includes scientific and methodological expertise, but also expertise gained through the experience of participating in research and/or being a recipient of research outcomes. Engagement is, by its nature, reciprocal and relational: the process of engaging research participants, patients, citizens and others brings them closer to the research but also brings the research closer (...) to them. When translating research into practice, engaging the public and other stakeholders is explicitly intended to make the outcomes of translation relevant to its constituency of users. In practice, engagement faces numerous challenges and is often time-consuming, expensive and ‘thorny’ work. We explore the epistemic and ontological considerations and implications of four common critiques of engagement methodologies that contest: representativeness, communication and articulation, impacts and outcome, and democracy. The ECOUTER methodology addresses problems of representation and epistemic foundationalism using a methodology that asks, “How could it be otherwise?” ECOUTER affords the possibility of engagement where spatial and temporal constraints are present, relying on saturation as a method of ‘keeping open’ the possible considerations that might emerge and including reflexive use of qualitative analytic methods. This paper describes the ECOUTER process, focusing on one worked example and detailing lessons learned from four other pilots. ECOUTER uses mind-mapping techniques to ‘open up’ engagement, iteratively and organically. ECOUTER aims to balance the breadth, accessibility and user-determination of the scope of engagement. An ECOUTER exercise comprises four stages: engagement and knowledge exchange; analysis of mindmap contributions; development of a conceptual schema ; and feedback, refinement and development of recommendations. ECOUTER refuses fixed truths but also refuses a fixed nature. Its promise lies in its flexibility, adaptability and openness. ECOUTER will be formed and re-formed by the needs and creativity of those who use it. (shrink)

This volume of articles, literature and case studies illustrates the central importance of human values throughout healthcare. The readings are structured around the main stages of the clinical encounter from the patient's perspective.

OrientationThis study employed a second stage moderated mediation analysis to investigate the influence of authentic leadership on employee flourishing via trust in the leader and job overload.Research PurposeTo explore the relationship between authentic leadership and flourishing by considering the indirect effect of trust in the leader as potentially moderated by job overload.Motivation for the StudyAn authentic leadership style, trust in the leader, and job overload may impact employee flourishing. A deeper understanding of the potential interaction effect of trust in (...) the leader and job overload in the relationship between authentic leadership and flourishing may improve individual and organizational productivity.Research Approach/Design and MethodThis study used a quantitative, cross-sectional survey design and PROCESS for moderated mediation. The sample consisted of 314 employees in a prominent steel manufacturing organization in South Africa. The Authentic Leadership Inventory, Workplace Trust Survey, Flourishing-at-Work Scale, and the Job Demands-Resources Scale were utilized.Main FindingsThe study found that authentic leadership was a significant predictor of flourishing through trust in the leader. Job overload did not moderate the relationship between trust in the leader and employee flourishing.Practical/Managerial ImplicationsThis study emphasizes the potential role of authentic leadership in fostering a trustful relationship between employees and their leaders. It might result in the increased flourishing of employees. The non-significant influence of job overload on trusting relationships in precarious work contexts was also illuminated.Contribution/Value-AddThrough the analysis of these relations, organizations may be favorably equipped to optimize the resources required to improve performance. Moreover, the investigation into trust in the leader combined with job overload increases our understanding of supporting and promoting employee flourishing at work. (shrink)

The history of Wakanda began thousands of years ago when five African tribes fought over a meteorite containing vibranium. In the world of Black Panther, Killmonger's plan to arm African descendants across the globe represents the beginning stages of the Pan‐African ideal, where Blacks all over the world fight for liberation by any means necessary. Pan‐Africanism represents the expression of shared values and common interests of Africans across the diaspora. In a departure from liberalism toward a more realist theoretical approach, (...) African Americans realized with frustration that the expectation that emancipation would end exploitation of Blacks and restore their dignity was mistaken. Whereas Killmonger wants Wakanda to free oppressed Black communities all over the world, T'Challa wants to work through global institutions and the international community. (shrink)

The world of John Dewey scholarship recently lost one of its most thoughtful contributors, and teachers of all kinds lost one of their most passionate and committed advocates. Philip W. Jackson was born in 1928 in Vineland, New Jersey, a locale known historically for its excellent grape-growing soil and veterinarian Arthur Goldhaft’s famous pledge to “put a chicken in every pot.” Jackson’s adoptive parents were, appropriately enough, chicken farmers, and, as the story goes, they noticed early on his indisputable knack (...) for singing and poetry recitation. Feeling very at home on the stage, the plucky six-year-old even tried his hand as a vaudevillian, performing a snake charmer act between reels at.. (shrink)

"Time. Perception. Imagination. Phenomenological Studies on the Question of Time by Augustine, Kant and Husserl". (rus), SPb, 2013. Summary: The monograph is devoted to the key elements of the philosophy of time which determine the necessity of historicism in the analysis of subjectivity. The main idea which defined the composition and design of this work is to trace how the Kantian definition of time as the “form of inner sense” is revealed in Husserl’s phenomenology. The original intention was to understand (...) all three components of this definition. Firstly, what is the inner form, in terms of phenomenology, what are the principles of its constitution and how one can talk about the property of formation? Secondly, what is the meaning of the term "inner" in philosophy, where the division into internal and external has always been a formality, not affecting the essence of things? And finally, what sort of “sensibility” is assumed in transcendental science, bound to become the basis of understanding the history and culture. Presumably, these three Kantian concepts constituted the original plan to analyze the nature of cognitive capabilities of the subject, claiming the gnoseological stage on which the philosophy of time is unfolded. In other words, this work deals with the historical and philosophical analysis of the phenomenological principles by which the concept of time as developed in the twentieth century emerged in the framework of phenomenology. The analyze of the structure of the subject assumes that time, perception and imagination combine in a special type of inner synthesis, which may not be relevant to certain aspects of the method but maintain the basis for a kind of anthropology of time, in continuation of the traditional “inner” contemplation. I consider the inner structure of time with the account of philosophy of St. Augustine, who in many respects not only anticipated the conclusions of phenomenology, but also in his reflections encompassed deeper layers of inner experience. The first chapter is devoted to the doctrine of St. Augustine, in which the theory of time is analyzed in conjunction with the doctrine of “inner word”, specifics of memory representations and notion of inner sense. Additionally, I consider St. Augustine’s reflections about numbers that constitute the basis of aesthetic perception of music (De Musica). Thus, the philosophy of St. Augustine already covers the whole spectrum of anthropology of time, including the question of relation between time and eternity, which remains practically unexplored in phenomenology and serves as the proof of that in interactions between philosophy and theology the tradition remains important. The second chapter of this study is devoted to analysis of the transcendental aesthetic of Kant, which includes all the methodological possibilities of considering the category of time as a formal condition for any experience, consequentially serving as a foundation for further logical development by Husserl, which includes the critical disengagement of the founder of phenomenology from Kant's transcendentalism. Particular attention is paid to the origin of the concept of inner sense, as well as possible interpretations of the function of imagination, which as a transcendental ability remains the most interesting type of synthesis. Handwritten fragments of Kant’s works are also of interest to the character of the imagery as considered in detail by Husserl. Chapter three discusses the phenomenology of inner time consciousness, represented in those important aspects, without which it is impossible to speak about the internal structure of temporal experience - the subjectivity of time, retention, "living present", and the character of synthesis. Particular attention is paid to Husserl's polemics with those representatives of psychological branch in the studies of consciousness, whose ideas greatly influenced the very motivation for creating the method. Apart from the well-known criticism of Brentano, the third chapter highlights the rarely analyzed psychological ideas that motivated the choice of Husserl’s terminology - the "Präsenzzeit” by W. Stern, the "psychological analysis" by A. Meinong, and the “fusion” (Verschmelzung) by K. Stumpf. Chapter four deals with the need to analyze the specifics of image as an element of consciousness and imagery as such, which includes a system of objectified acts. Thus is revealed the very nature of synthetic connections in the acts of consciousness, as well as the presumably imaginative character of the constitution of temporal form. (shrink)

In lieu of an abstract, here is a brief excerpt of the content:Reviewed by:Time, Will, and Purpose: Living Ideas from the Philosophy by Randall E. AuxierDavid W. RodickRandall E. Auxier Time, Will, and Purpose: Living Ideas from the Philosophy of Josiah Royce Chicago, Illinois: Open Court Press, 2013. 424 pages, incl. index.Randy Auxier’s long awaited book is a major milestone in Royce studies—a systematic tour de force engaging the entire course of Royce’s thought. Auxier’s goal is to achieve an all-round (...) reappraisal of Royce, setting the record straight about major misconceptions accrued throughout the course of Royce scholarship over the past 65 years—if not longer.One of the most significant events in Royce scholarship during the 20th Century was the appearance of John E. Smith’s Royce’s Social Infinite: The Community of Interpretation.1 As Auxier notes: “For the purposes for which it was intended, Smith’s book will never be surpassed in its excellence. Smith’s book is outstanding in numerous ways … but its clarity and brevity are high among its chief virtues” (13). The problem with Smith’s book, for Auxier, is that readers have used it for a purpose it was never intended to serve—that of a crutch or “shortcut to a full understanding of Royce” (13). This tendency has had a compounding effect: “[N]ot only scholarship, but scholarly consciousness about Royce is formed by Smith’s book” (14). [End Page 166]The shortcomings of Smith’s book are partly due lack of available historical information concerning the Peirce-Royce relationship at the time it was written: “The inferences about Peirce and Royce that Smith drew from the available resources were mostly warranted at the time, but they turned out to be only a drop in the pond, if not the ocean, of what was the case” (15–16). But the most damning consequence of Smith’s book is its claim that Royce’s thought underwent a decisive shift in its later stages: “[T]he all-important change in Royce’s conception of the Absolute consists in the shift from the idea that the Infinite thought is an all-embracing consciousness apprehending at a glance all truth … to the idea that the Infinite is actual as a well-ordered system … having a generally triadic form and involving a type of cognition called interpretation” (19).2 Once a bifurcation between the “early” and the “later” Royce is introduced, the tendency is to identify Royce’s “Peircean moment” of 1912 as the decisive point of rupture between the “two Royces”—an incorrect view stemming from the inability to take a longer view of the Peirce-Royce relationship:But our recognition of the intense, constant and long term character of their exchange also eliminates the supposition that that Royce took a sudden turn in 1912. It is not a “Peircean turn” due to some late discovery, it was an insight about how to use Peirce’s theory of signs (which Royce had known for years) as a tool for the application of his (long held) triadic theory of community. … Peirce did not save Royce from absolutism or turn him in any fundamentally new direction.(17)Failure to grasp the integral unity of Royce’s thought results in a tendency to miss the ethical basis of his philosophy—“ethics as first philosophy.” Unlike Smith, and others, who err toward the side of viewing Royce’s philosophical project as an epistemological attempt at a conception of knowledge warranted in terms of ability to provide truth and certainty, “Royce’s method is a hypothetical ontology … not aimed primarily at securing certainty or knowledge, but rather at maintaining intellectual norms … that govern clear thinking and facilitate intelligent practice and action” (23). Royce’s hypothetical ontology underscores the religious dimension of experience because practical, faith-based postulates are recognized as unavoidably intertwined in the process of knowing. Living in a universe of postulates requires formulating ideals as if they were ontologically constitutive; and acting in accordance with these ideals in a way that validates their existence—while recognizing the fallibility and risk of the entire enterprise. Royce’s argument amounts to saying “[W]ell no, we don’t get more than postulates, but don... (shrink)

This paper centers on a case study of CSR performativity during the COVID-19 pandemic. In the extant CSR literature, CSR performativity has focused on “walking the talk” and/or “talking the walk,” wherein narrative and action around CSR are typically treated as two different things with their relationships questioned. We focus on what has been called “t(w)alking” wherein speech is understood to be performative and wherein speech acts and CSR are merged, becoming one and the same thing. Performativity then entails what (...) is (and what is not) said, whereby CSR involves taking responsibility for speech and/or silences. Our thesis is that the COVID-19 pandemic led to the “presenting” of CSR as performativity, in the presence of Levinas' Other, as noble (speech) acts. We examine what became of CSR performativity in a for-profit medical services provider when the COVID-19 pandemic turned fatal for its main client group: the infirm elderly. The performativity of the statement: “The elderly and their carers must be protected” turned out to be crucial and set the stage for the provider's emergency action. Following on insights derived from Nietzsche and Levinas, and more specifically from their views on the particularity of ethical action, we find that CSR morphed into ethical performativity in the case study at hand. Against the backdrop of the views of these thinkers, the research potential of the performativity of “t(w)alking” in future CSR studies emerges and is critically discussed. (shrink)

In lieu of an abstract, here is a brief excerpt of the content:Reviewed by:The Transvestite Achilles: Gender and Genre in Statius' AchilleidNeil W. BernsteinP. J. Heslin. The Transvestite Achilles: Gender and Genre in Statius' Achilleid. Cambridge: Cambridge University Press, 2005. xx + 349 pp. Cloth, $80.You do a girl tolerable poor, but you might fool men, maybe. Bless you, child, when you set out to thread a needle, don't hold the thread still and fetch the needle up to it; hold (...) the needle still and poke the thread at it—that's the way a woman most always does; but a man always does t'other way.... Why, I spotted you for a boy when you was threading the needle; and I contrived the other things just to make certain.(Mark Twain, Huckleberry Finn, chap. 11)In the wake of important briefer studies by Barchiesi, Feeney, and Hinds, and new editions by Rosati and Shackleton Bailey, Heslin has now produced the first full-length monograph in English on Statius' Achilleid. Although he surveys the entire poem, Heslin devotes particular attention to the episode of Achilles' transvestism at the court of Lycomedes on Scyros. By turns as witty, sophisticated, and learned as its object of examination, this book focuses on the themes of "the relationship of the Achilleid to the epic tradition and to the mythical biography of Achilles, Statius' manner of characterization, and the way he explores the nature of sex and gender" (xviii).Chapter 1, "Opening Nights at the Opera 1641–1744," demonstrates the Scyros narrative's appeal to a performance genre that commonly features transvestite masquerade. Assuming that his readers have little familiarity with the history of opera, Heslin surveys nine operas over a century and provides an "Epilogue" that brings his discussion into the twentieth century. The extended discussions of operas such as Gay's Achilles and Metastasio's Achille in Sciro (and the latter's numerous revivals) skillfully relate the libretti and staging to contemporary political, social, and literary debates. This chapter succeeds admirably in bringing out many of the major issues to which subsequent chapters return, such as the opposition of biologically essentializing and socially constructed models of gender and the conflict between heroic and burlesque approaches to mythological narrative.Chapter 2, "The Design of the Achilleid," takes up more traditional questions of form and genre. Though clearly an incomplete narrative, the Achilleid was carefully revised, and the text features a coherent design. Heslin suggests that Statius produced a prospectus designed to attract further patronage and thus intentionally left the reader unable to determine the future course of the epic either from the proem or extant narrative. Viewing the Achilleid as a prospectus permits Heslin to account for the proem's lack of specificity (in contrast, for example, to the "table of contents" found in the Thebaid's proem). The latter part of the chapter offers a close analysis of the proem and an assessment of Statius' engagement with the literary tradition. The Achilleid's proem bluffs the reader by advertising a linear, non-Aristotelian narrative, where in fact the epic begins in medias res and proceeds selectively. In contrast to the mad, vatic poet of the Thebaid, this narrator asserts his control over the narrative. Through passages such as Achilles' song in Chiron's cave, the epic enters "an ongoing discussion [End Page 142] regarding the proper version of a myth" (91) in the manner of learned Hellenistic poetry. The chapter concludes with a discussion of Statius' corrections of Vergil, such as his introduction of Deidamia (Achilleid 1.290–300) that responds to contemporary criticisms leveled at Vergil's Dido/Diana simile.Chapter 3, "Womanhood, Rhetoric, and Performance," offers a reading of the performances of gender by Thetis, Deidamia, and Achilles. Thetis' incompetent use of rhetoric makes her "the Mrs. Malaprop of Latin epic" (137). In her entreaty of Neptune, she fails to recapitulate the success enjoyed by literary models such her Homeric counterpart and the Vergilian Juno and Venus, in part because of her misuse of mythological exempla. She continues to misuse exempla in her persuasion of Achilles, undermining her case by associating his transvestism with the transsexuality of Caenis/Caeneus. Heslin further claims that Thetis engages in "discursive 'transvestism'" (133... (shrink)