Date of Conferral







Bharat S. Thakkar


AbstractAfter the cochlear implant (CI) activation period and therapy, adult CI users who travel overseas encounter culture shock factors that paralyze their coping capability, which need normalization through management strategies during the post-cochlear-implantation process (PCIP). In the structure of the conceptual framework, a plan is presented for addressing the management strategy. An integrated system of product-process-service-care portrays the product as an active implant within an individual bearer fostering a CI user’s physical, physiological, and psychological traits. The problematic aspects alter the end users’ coping capability in an unfamiliar host environment abroad. The qualitative research approach used was a single case study with five embedded units. The bounding of the study was to the United States and English-speaking regions of Canada, from which CI users may travel into host countries abroad. Participants are adult PCIP program managers. NVivo tools allow coding managerial opinions before analysis. The study results shed light on ways for innovation managers to (a) prevent inconsistencies producing a loss of quality during culture shock crisis, (b) positively integrate adult CI users for social change by locally or remotely mitigating culture shock factors through the social exchange, and (c) manage expectations. The management strategies needed to mitigate culture shock among adult CI users in crisis consists of (a) predicting the quality of the process, (b) executing mitigation strategy drivers, and (c) overcoming both standing disability and environmental factors. Total quality management aims at reducing the cost of quality and thus the PCIP system cost for raising the quality of a positive social exchange of adult CI users in a culture shock crisis.