Purpose

While service inclusion principles raise the awareness of scholars to service that improves holistic well-being, little research explicitly investigates the spiritual dimensions of service inclusion. This study, therefore, aims to explore faith-based service inclusion in sub-Saharan Africa.

Design/methodology/approach

A qualitative case study of the Salvation Army’s Chikankata Services in Zambia was undertaken. Semi-structured interviews with the organization’s leaders and professionals were analyzed thematically.

Findings

Service inclusion pillars evince contextualized meaning and priority. In resource-constrained, vulnerable communities, faith-based service inclusion prioritizes two additional pillars – “fostering eudaimonic well-being” and “giving hope,” where existence is precarious, fostering (hedonic) happiness is of low priority. Findings reveal that pillars and processes are mutually reinforcing, harnessed by the individual and collective agency to realize transformative outcomes from service inclusion.

Research limitations/implications

This paper provides unique insight into faith-based service inclusion but acknowledges limitations and areas warranting further research.

Practical implications

The study yields important managerial implications. Service providers can use the framework to identify the contextual priority and/or meaning of service inclusion pillars and relevant reciprocal processes. The framework emphasizes the harnessing potential of individual agency and capability development for transformative well-being.

Social implications

Faith-based service inclusion, predicated on inclusion, human dignity and holistic well-being, has important implications for reducing the burden on scarce resources while building resilience in communities.

Originality/value

By examining a faith-based service in sub-Saharan Africa, this paper provides a holistic framework conceptualizing pillars, processes, agency and outcomes to extend Fisk et al.’s (2018) service inclusion pillars and to better understand the shaping of service delivery for service inclusion.

中文翻译：

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通过基于信仰的服务包容来塑造服务交付：赞比亚救世军的案例

目的

虽然服务包容原则提高了学者对改善整体福祉的服务的认识，但很少有研究明确调查服务包容的精神层面。因此，本研究旨在探索撒哈拉以南非洲地区基于信仰的服务包容性。

设计/方法/方法

对救世军在赞比亚的 Chikankata 服务进行了定性案例研究。对组织领导人和专业人士的半结构化访谈进行了专题分析。

发现

服务包容性支柱体现了情境化的意义和优先级。在资源受限、脆弱的社区，基于信仰的服务包容优先考虑另外两个支柱——“促进幸福感”和“给予希望”，在那里生存不稳定，促进（享乐）幸福是次要的。调查结果表明，支柱和流程是相辅相成的，个人和集体机构利用它们来实现服务包容性的变革成果。

研究限制/影响

本文提供了对基于信仰的服务包容性的独特见解，但承认局限性和需要进一步研究的领域。

实际影响

该研究产生了重要的管理意义。服务提供者可以使用该框架来确定服务包容支柱和相关互惠过程的上下文优先级和/或含义。该框架强调利用个人机构和能力发展的潜力来实现变革性福祉。

社会影响

基于信仰的服务包容性以包容性、人类尊严和整体福祉为基础，对于减轻稀缺资源的负担，同时建立社区的复原力具有重要意义。

原创性/价值

通过研究撒哈拉以南非洲的一项基于信仰的服务，本文提供了一个整体框架，将支柱、流程、机构和成果概念化，以扩展 Fisk等人的观点。的 (2018) 服务包容性支柱，并更好地了解服务交付的塑造以实现服务包容性。