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Purpose Although health-care features prominently in transformative service research, there is little to guide service providers on how to improve well-being and social change transformations. This paper aims to explore actor-level interactions in transformative services, proposing that actors’ complementary health service literacy roles are fundamental to resource integration and joint value creation. Design/methodology/approach In-depth interviews with 46 primary health-care patients and 11 health-care service providers (HSPs) were conducted focusing on their subjective experiences of health literacy. An iterative hermeneutic approach was used to analyse the textual data linking it with existing theory. Findings Data analysis identified patients’ and HSPs’ health service literacy roles and corresponding role readiness dimensions. Four propositions are developed describing how these roles influence resource integration processes. Complementary service literacy roles enhance resource integration with outcomes of respect, trust, empowerment and loyalty. Competing service literacy roles lead to outcomes of discredit, frustration, resistance and exit through unsuccessful resource integration. Originality/value Health service literacy roles – linked to actor agency, institutional norms and service processes – provide a nuanced approach to understanding the tensions between patient empowerment trends and service professionals’ desire for recognition of their expertise over patient care. Specifically, the authors extend Frow et al.’s (2016) list of co-creation practices with practices that complement actors’ service literacy and role readiness. Based on a service perspective, the authors encourage transformative service researchers, service professionals and health service system designers, to recognize complementary health service literacy roles as an opportunity to support patients’ resources and facilitate value co-creation.

\"The Routledge Handbook on Financial Social Work explicates the financial needs, issues, and interventions within populations and theoretical approaches, and it assists clinician practitioners in intervening expertly and comprehensively. This book covers a range of issues in populations seeking services around complex financial needs and struggles, including those in the child welfare system; those with housing issues or facing homelessness; those coping with chronic and acute medical and psychiatric illnesses; those recovering from interpersonal violence; those facing recovery from incarceration; children and families involved in the child welfare system; and much more. In addition, policies will be woven in to inform the work. This book thoroughly explores research and evidence-based interventions around each population, and teaches clinicians to understand and treat financial distress holistically and empathically. This handbook will explain why understanding financial capability in these populations is so critical and how clinicians can step up their practices to meet those needs. Professionals from multiple disciplines ranging from financial therapists to social workers to financial coaches to financial planners will find this handbook eminently useful.\"--Provided by publisher.

Purpose -The purpose of the paper is to recognize different errands and responsibilities that the UAE academic libraries must undertake towards the trendy changes in researchers information seeking behavior, and fulfill to the advancements carried in by the emergence of Research 2.0. Design/methodology/approach- The researchers comprehensively reviewed the appropriate literature related to the academic libraries activities viz., information literacy (IL) education, research data services (RDS), awareness-raising, and support individual faculty members in the United Arab Emirates. Findings - The UAE librarians organize information literacy education for the students of all programs, primarily to research scholars and faculty in both Arabic and English languages. The faculty members are supported with discipline-specific databases, print and digital versions of books and journals along with other online services. Regarding raising awareness, library professionals in the country actively involved in the transformation of all types of knowledge sources and their updates to all stakeholders of the education, whereas research data service is slowly gearing up in many academic libraries. Originality/value - The paper proposes to be an addition to the body of knowledge about academic library support through information literacy, awareness raising, faculty attention and research data services to researchers in the UAE.

Migrants’ access and effective utilisation of settlement services depend on their level of settlement service literacy (SSL). However, SSL is multi-dimensional in nature and has many facets that are influenced by demographic and migration-related factors. Identifying factors that drive various components of SSL, and thus allowing for more focused development of specific dimensions, is critical. The aim of this study was to examine the relationship between components of SSL and migration-related and migrants’ demographic factors. Using a snowball sampling approach, trained multilingual research assistants collected data on 653 participants. Data were collected using face-to-face or online (phone and via video platforms such as Zoom and Skype) surveys. Our findings suggest that demographic and migration-related factors explained 32% of the variance in overall SSL; and 17%, 23%, 44%, 8%, 10% of the variance in knowledge, empowerment, competence, community influence, and political components of SSL respectively. SSL was positively associated with pre-migration and post-migration educational attainment, being employed in Australia, being a refugee, coming from the sub-Saharan region but negatively associated with age and coming from the East Asia and Pacific region. Across SSL dimensions, post-migration education was the only factor positively associated with the overall SSL and all SSL dimensions (except the political dimension). Employment status in Australia was also positively associated with competency and empowerment, but not other dimensions. Affiliating with a religion other than Christianity or Islam was negatively associated with knowledge and empowerment whilst being a refugee was positively associated with knowledge. Age was negatively associated with the empowerment and competency dimensions. The study provides evidence of the importance of some pre- and post-migration factors that can assist in developing targeted initiatives to enhance migrants’ SSL. Identifying factors that drive various components of SSL will allow for more focused development of specific dimensions and therefore is critical.

The purpose of the current research is to determine the correlation between the Pakistani university librarians' information literacy skills (ILSs) and their provided research support services (RSSs) to faculty/researchers. To collect data from the respondents a purposive sampling technique was used. A questionnaire was managed offline as well as online to collect data from 259 librarians of the universities of Pakistan. The tool consisted of eight dimensions of ILSs and four of RSSs. The Pearson correlation coefficient test was applied to gauge the strength of the correlation between ILSs and RSSs. The findings reveal that there is a strong positive significant correlation between all of the factors of ILSs and RSSs except for three sub-factors whose correlation is medium. The value of the overall correlation between ILSs and RSSs is r = .80 which indicates a strong positive significant correlation. The study reveals that ILSs of the university librarians are imperative and a precondition for offering better RSSs.

Purpose Understanding customers’ expertise for better service co-creation is of great importance. To be an effective co-creator, customers need to have much more knowledge than a basic literacy, which is appropriate for passive service consumption. This paper aims to propose the concept of customer service co-creation literacy (SCL) to capture not only the basic expertise but also the expertise for active service co-creation. This study then investigates how SCL can be cultivated and how it facilitates customer co-creation behavior, which subsequently leads to enhanced value. Design/methodology/approach A conceptual model was developed and tested in the health-care service context using a sample of 310 patients. CB-SEM/AMOS software package was used for data analysis. Findings SCL has different impacts on three components of co-creation behavior, which in turn influence the service value differently. SCL not only solely facilitates co-creation behavior but also directly increases customer value. SCL can be cultivated by social support and frontline employee interaction. Practical implications The findings offer managerial and societal implications for cognitive interventions to develop customers’ SCL, which is aligned to customers’ needed literacy for co-creation and well-being. Originality/value The newly proposed concept of SCL is shown to be more appropriate in research adopting the service-dominant logic. Its importance as one type of customer operant resource for value co-creation is underscored. Findings also uncover how other actors indirectly contribute to customers’ value co-creation via developing their SCL resources.

Introduction: This paper explores the impact of college e-service quality on student satisfaction in the context of the innovative practice of \"Internet + Education\" in order to research whether there is any difference in students' perception of college e-service quality under the influence of different levels of digital literacy. The research object of this paper is students of universities in Kunming, and the SERVQUAL model is extended. Among them, the independent variables are the five dimensions of e-service quality. The dependent variable is online education student satisfaction. The moderating variable is digital literacy. This research is based on relevant service theories. A combination of quantitative and qualitative methods is used. The results of the research show that the impact of service quality on college students' e-learning satisfaction is different under different levels of digital literacy.   Objective: The research objective of this paper is to investigate the impact of the quality of e-services in higher education on student satisfaction in order to research whether there are differences in students' perceptions of the quality of e-services in higher education under the influence of different levels of digital literacy.   Theoretical Framework: This research was expanded with the SERVQUAL model and followed the exploratory sequential mixed methods process of scientific investigation, from the initial selection of variables to the final discussion of recommendations and countermeasures.   Method: In this study, the scientific survey process of exploratory sequential mixed methods was used to research the satisfaction of college students with online education based on the theory of digital literacy and service quality, using college students in Kunming, China, as the target of the survey, and a combination of quantitative and qualitative research methods.   Results and Discussion: The results of the analysis showed that the independent variable: the five factors of e-services (the higher, the higher the satisfaction of students. And under the moderating variable, digital literacy moderated all the other factors, only the relationship between responsibility and e-learning student satisfaction had no significant moderating effect. [synthesize the main results of the research]. In the discussion section, these results will be correlated according to the theoretical framework, highlighting the identified effects and relationships. This section also considers possible limitations of the research.   Research Implications: 1. theoretical significance: by constructing a comprehensive theoretical model, this research aims to provide new insights into the field of e-learning. It not only helps to understand the impact of E-learning platform design and service quality, but also emphasizes digital literacy as an important moderating variable. 2. Practical significance: The research results will provide value to educational technology developers and educational policy makers, helping them to optimize e-learning platforms to enhance user experience and learning outcomes.   Originality/Value: This research expands the SERVQUAL model by taking online education as the background, combining the actual situation of online education in China, and taking digital literacy as the variable. It allows colleges and universities to break through the original traditional education model. And lifelong learning and personalized learning are the focus of the reform of continuing education in colleges and universities. The results of this research will promote colleges and universities to continuously improve the quality of online education and provide reference for schools and teachers to carry out online education and continuing education.

In 2000, the government of the Philippines launched its National Service Training Program (NSTP), a compulsory 2-semester course component for all the country's Bachelor and technical vocational students. There is a choice of three subject areas, one of which is the Literacy Training Service (LTS) module. This is designed to train students in teaching literacy and numeracy skills to schoolchildren, out-ofschool youths and other citizens in need of their services, including prison inmates. This article looks into the application of NSTP-LTS at New Bilibid Prison in Muntinlupa City, Metro Manila. The author's study involved 24 students (13 female, 11 male) from the University of the Philippines teaching 40 male inmate learners incarcerated in the national penitentiary's medium security compound over a period of two months. Many of the inmate learners (aged 14-61) had very low literacy and numeracy skills, and some had never been to school at all. The university students were immersed in an environment entirely unknown to them and performed roles from which they obtained a different perspective and understanding of society. The inmate learners were eager to avail of this opportunity to participate in secondchance education. Despite the many benefits of this learning process for all participants, in her conclusion, the author points out several challenges which still need to be overcome to optimise the application of NSTP-LTS in correctional institutions of the Philippines. Application du module Service de formation à alphabétisation du Programme national de service de formation dans la prison de New Bilibid (Philippines) – Le Gouvernement philippin a lancé en 2000 son programme national de formation, module didactique sur deux semestres obligatoire pour tous les élèves en formation professionnelle technique et les étudiants en licence du pays. Ils peuvent choisir entre trois domaines, dont le service d'alphabétisation. Ce dernier a pour but de former les étudiants à enseigner les compétences de base en alphabétisme et numératie aux écoliers, aux jeunes déscolarisés et à d'autres citoyens nécessitant ces prestations, dont les personnes incarcérées. Le présent article analyse l'application de ce module dans la prison de New Bilibid de Muntinlupa-Ville, Metro Manila. L'auteure a impliqué dans son étude 13 étudiantes et 11 étudiants de l'université des Philippines, qui ont dispensé pendant une période de deux mois un enseignement à 40 apprenants masculins incarcérés dans le centre pénitentiaire national de sécurité moyenne. Un grand nombre d'entre eux (âgés de 14 à 61 ans) avaient des compétences de base très succinctes, et quelques-uns n'avaient jamais été scolarisés. Les étudiants ont été immergés dans un environnement qui leur était entièrement inconnu, ils ont assumé des tâches qui leur ont ouvert une perspective et permis une appréhension diiférentes de la société. Les détenus apprenants étaient très désireux de saisir cette occasion de suivre un enseignement de la seconde chance. Malgré les nombreux bienfaits de cette démarche d'apprentissage pour tous les participants, l'auteure relève dans sa conclusion plusieurs défis qui restent à surmonter afin d'optimiser l'application de ce programme dans les établissements pénitentiaires des Philippines.

[Purpose/Significance] Information literacy refers to how people apply information in their real life. It is the essential quality for college students, which is of great significance to their future development. [Method/Process] By taking information literacy education at Shenyang Ligong University Library as an example, this paper shows that from the perspective of the development of college students' education, teacher's teaching quality and scientific research demand diversity, the University Library carried out information literacy education , and implemented a multi-level, systematic information literacy education system which is characterized by \"the integration of teaching resources of the service - lecture of resources - subject service - building campus environment where everyone loves reading\".[Results/Conclusions] The University Library has established a team of full-time information literacy teachers with complete subject knowledge, given full play to the advantages of new media technologies and actively developed new models of online education, strengthened communication and collaboration with well-known university libraries at home and abroad, and guided the information literacy education to develop steadily along the right path.