时间：17/04/2026

地点：承泽园329

Formal social services often go unused not because they are unavailable, but because potential users judge them—consciously or not—as unfit, untrustworthy, or not worth the cost of engagement. Drawing on preliminary findings from semi-structured interviews with 31 older immigrants in British Columbia, Canada, this paper develops a process model of service inclusion organized around three linked judgments: whether a service fits participants' practical, linguistic, and cultural circumstances (i.e., service fit); whether the people and organizations involved can be trusted; and whether anticipated benefits justify the effort and dependence that participation entails (i.e., perceived value). Two findings are theoretically notable. First, a cultural norm of not burdening adult children operates as an independent suppressor of help-seeking, functioning alongside, and sometimes overriding, conventional access barriers. Second, bridge actors, i.e., trusted intermediaries who translate system logic in addition to language, emerge as critical enablers of engagement where other conditions fail. Together, these findings reframe social service inclusion as a behavioral and relational phenomenon, with implications for service design, trust-building, and the governance of intermediaries in complex service ecosystems.

张婕,加拿大维多利亚大学Peter B. Gustavson商学院副教授、教师发展副院长。博士毕业于美国波士顿大学运营与技术管理，并有布朗大学计算机科学硕士和社会学硕士学位，以及复旦大学经济学学士学位。主要研究领域为服务运营管理，重点关注健康老龄化、健康与社会照护服务、酒店与特许经营以及服务系统等。她通过实证研究分析服务系统与顾客如何共同创造价值，致力于提升服务质量，促进健康与福祉。相关研究成果发表在Journal of Operations Management、Production and Operations Management、Journal of Business Ethics、Journal of Business Research等国际权威期刊。加入维多利亚大学之前，她曾在美国佛蒙特大学任教，并在计算机技术服务管理领域拥有十余年工作经验。她是POMS等学术组织的活跃成员，担任En-ROADS气候大使，并在Journal of Operations Management和Service Science等期刊的编委会任职。