Experience-based Perspective Research Articles

The Mediating Role of Firm Prestige in the Relationship between Perceived Quality and Behaviour Intention in Customer Cafeteria Experiences

Customer experience is viewed from different perspectives as an economic, marketing, management, and competitive strategy. Regardless of the perspective, customer experience is a business strategy and a critical concept that plays a key role in firm success in the 21st century. In recent years, there has been an increasing focus on customer experience as a way for companies to differentiate themselves and build strong relationships with their customers. This approach is based on the idea that companies can build emotional bonds with their customers by providing memorable and positive experiences, leading to greater loyalty, repeat business and positive word-of-mouth. To create these experiences, companies adopt a customer-centric approach that involves understanding their customers’ needs, preferences and behaviours and using this information to design and deliver experiences that exceed their expectations. This approach requires moving away from traditional product-centric or sales-oriented strategies and instead places the customer at the centre of the company’s operations and decision-making processes. From a customer-centric perspective, meeting customer expectations in customer experiences is very important in shaping customer perceptions, attitudes and behaviours. From an experience-based perspective, a study was designed by taking into account the expectancy-affirmation theory, which is a psychological model that explains how customers evaluate their satisfaction with a product or service based on their expectations and perceptions of the experience, and a psychological theory that predicts that meeting customers’ expectations from their experiences may lead to a change in customer behaviour. The study examined the mediating role of firm prestige in the relationship between the perceived quality of customer experiences and customer behaviour intention. For this purpose, data were collected from 230 participants who had cafeteria experience through a questionnaire. The collected data were increased to 5000 by bootstrapping (derivative sampling) through the PLS-SEM algorithm. The study found that store prestige partially mediated the relationship between perceived experience quality and behavioural intention (customer satisfaction/loyalty) but did not mediate the relationship between food quality and behavioural intention (customer satisfaction/loyalty). The study also found that store prestige mediated the relationship between atmosphere quality and service quality, and behavioural intention (customer satisfaction/loyalty). Subsequently, cafeteria management policies should prioritise atmosphere and service quality. These factors directly impact the store’s prestige, leading to customer satisfaction and loyalty.

Emergence of Covid-19 as a Novel Concept Shifts Existing Semantic Spaces.

Conceptual knowledge is dynamic, fluid, and flexible, changing as a function of contextual factors at multiple scales. The Covid-19 pandemic can be considered a large-scale, global context that has fundamentally altered most people's experiences with the world. It has also introduced a new concept, COVID (or COVID-19), into our collective knowledgebase. What are the implications of this introduction for how existing conceptual knowledge is structured? Our collective emotional and social experiences with the world have been profoundly impacted by the Covid-19 pandemic, and experience-based perspectives on concept representation suggest that emotional and social experiences are critical components of conceptual knowledge. Such changes in collective experience should, then, have downstream consequences on knowledge of emotion- and social-related concepts. Using a naturally occurring dataset derived from the social media platform Twitter, we show that semantic spaces for concepts related to our emotional experiences with Covid-19 (i.e., emotional concepts like FEAR)-but not for unrelated concepts (i.e., animals like CAT)-show quantifiable shifts as a function of the emergence of COVID-19 as a concept and its associated emotional and social experiences, shifts which persist 6 months after the onset of the pandemic. The findings support a dynamic view of conceptual knowledge wherein shared experiences affect conceptual structure.

Continuity of Care Advocate Model (CCAM): Healthcare Workers' Perspectives on Quality Stroke Care at an Acute Unit, Rehabilitation Center and Community Rehabilitation Program in Singapore.

Physicians, nurses, social workers, and allied health professionals including physiotherapists and occupational therapists play important roles as they work closely with stroke survivors to improve functional independence in daily activities and quality of life. Yet, in Singapore little is known about their perspectives on what constitute quality stroke care based on their clinical experiences. In this project, our qualitative interviews with 15 healthcare workers at a major stroke center in the country yielded a Continuity of Care Advocate Model (CCAM) to help us better understand our participants' experience-based perspectives on quality stroke care. We found that CCAM, constructed based on the perspectives of HCWs across a stroke care continuum, is a holistic model of quality stroke care which prioritizes support for patients and their families throughout the patient's health trajectory. We conclude by discussing how this model is aligned with and differs from current research on definitions of care continuity.

Autism-friendly public bus transport: A personal experience-based perspective.

Transportation plays an essential role in daily life, allowing people to participate in the community and form social relationships. Many autistic people rely on public transportation to meet their mobility needs. However, research shows that it is not always easy for them to use it. The exact issues autistic individuals face when traveling with public transportation and how public transportation can be made more autism-friendly have yet to be researched. The current study allowed autistic individuals to express themselves regarding issues they face while traveling by public bus transportation, to raise awareness for making public transportation more autism-friendly. We interviewed 17 autistic individuals about their experiences riding the bus. Three main themes emerged from the results: creating predictability, limiting stimuli, and open and accessible communication. If transport companies take initiatives related to these themes, autistic people traveling by bus can have a more pleasant experience. Participants also described coping strategies for stressful or uncomfortable situations while using public bus transportation, such as using noise-cancelling headphones or digital applications for real-time route tracking, etc. These findings may lead to a more autism-friendly public transportation.

The Role of Chatbots in Academic Libraries: An Experience-based Perspective

ABSTRACT Today, with the rapid advancement of technology, Artificial Intelligence (AI)-powered chatbots have become omnipresent across sectors like e-commerce, travel, hospitality, banking, EdTech, etc.; but they still haven’t been predominantly adopted by academic libraries. This paper reports on a qualitative study aimed to explore the perceived risks and challenges behind the adoption of chatbots in libraries and how chatbots could help deliver superior experience to all library users as well as stakeholders. We conducted interviews with multiple stakeholders of academic libraries: the library staff, doctoral students and the faculty, to understand their perspectives on the adoption of Chatbots. We used CAQDAS NVIVO 12 content analysis software to analyse the interview transcripts. Our findings suggest that the majority of the stakeholders we interviewed favour the adoption of chatbots, as they believe that integrating chatbot technology with an existing library information system could deliver diverse services, which in turn would help in research and scholarly communication. However, ‘perceived risk’ with respect to employing chatbots among stakeholders was high. Also, the stakeholders raised some serious concerns with respect to privacy intrusion by chatbots, and with respect to chatbots’ comprehension of task complexity, which are issues that must be addressed by chatbot developers while designing them, specifically for libraries.

The call-bell in residential care homes: Experiences of residents and staff

Background/objectivesCall-bells are often taken-for-granted systems to heighten safety. In joint discussions among residential care home (RCH) residents, their family members, and staff, issues related to call-bell use in everyday life and work were repeatedly raised. In this article, we explore these experience-based perspectives, addressing several key questions important for call-bell use and communication. Research design/methodsWe inductively analyzed a series of individual interviews and group discussions with 44 individuals at two units of the same Swedish RCH, conducted as part of a participatory action research project to strengthen supportive end-of-life environments. ResultsWhile the call-bell was a central part of RCH communication, we found: fragmented understanding about how the call bell functioned among all participants; many residents lacked the physical and cognitive competencies demanded for call-bell use; tensions between use of the call-bell for social/existential communication versus purely discrete tasks; and that a call-bell system assuming room-bound residents exacerbated issues related to varied response times, lack of feedback mechanisms, and pressured work situations. Discussion and implicationsInvestigation of the call-bell system provides an empirical example of how complex relationships among stakeholders are played out in concrete situations. Tensions between different logics of care, and between clock and embodied time become evident.

Variations in Patients' Overall Assessment of Their Health Across and Within Disease Groups Using the EQ-5D Questionnaire: Protocol for a Longitudinal Study in the Swedish National Quality Registers.

BackgroundEQ-5D is one of the most commonly used questionnaires to measure health-related quality of life. It is included in many of the Swedish National Quality Registers (NQRs). EQ-5D health states are usually summarized using “values” obtained from members of the general public, a majority of whom are healthy. However, an alternative, which remains to be studied in detail, is the potential to use patients’ self-reported overall health on the visual analog scale (VAS) as a means of capturing experience-based perspective.ObjectiveThe aim of this study is to assess EQ VAS as a valuation method with an experience-based perspective through comparison of its performance across and within patient groups, and with that of the general population in Sweden.MethodsData on nearly 700,000 patients from 12 NQRs covering a variety of diseases/conditions and nearly 50,000 individuals from the general population will be analyzed. The EQ-5D-3L data from the 12 registers and EQ-5D-5L data from 2 registers will be used in the analyses. Longitudinal studies of patient-reported outcomes among different patient groups will be conducted in the period from baseline to 1-year follow-up. Descriptive statistics and analyses comparing EQ-5D dimensions and observed self-assessed EQ VAS values across and within patient groups will be performed. Comparisons of the change in health state and observed EQ VAS values at 1-year follow-up will also be undertaken. Regression models will be used to assess whether EQ-5D dimensions predict observed EQ VAS values to investigate patient value sets in each patient group. These will be compared across the patient groups and with the existing Swedish experience-based VAS and time trade-off value sets obtained from the general population.ResultsData retrieval started in May 2019 and data of patients in the 12 NQRs and from the survey conducted among the general population have been retrieved. Data analysis is ongoing on the retrieved data.ConclusionsThis research project will provide information on the differences across and within patient groups in terms of self-reported health status through EQ VAS and comparison with the general population. The findings of the study will contribute to the literature by exploring the potential of self-assessed EQ VAS values to develop value sets using an experience-based perspective.Trial RegistrationClinicalTrials.gov NCT04359628; https://clinicaltrials.gov/ct2/show/NCT04359628.International Registered Report Identifier (IRRID)DERR1-10.2196/27669

Me, You and the Big Picture: Top Academic Managers’ Narratives of Entrepreneurship

This case study examines how top academic managers make sense of entrepreneurship at the university. Based on semiotic analysis, the findings outline three management narratives. The entrepreneurial narrative emphasizes management by experience, the humanistic narrative focuses on management by networks and the development narrative highlights management by vision. Unpacking the dynamics of each narrative, our analysis sheds light on the conflicted role of academic managers at a crossroads between traditional academia and entrepreneurial management. Research Questions/Objective How top academic managers make sense of entrepreneurship at the university through narratives? Links to Theory The conceptual and theoretical framework of this case study is built based on academic entrepreneurship and narrative theory. Phenomenon Studied Academic entrepreneurship Case Context Academic top managers of a Finnish multidisciplinary university Findings The findings outline how top academic managers make sense of academic entrepreneurship through three management narratives. The entrepreneurial narrative centres around the idea of management by experience and emphasizes the manager’s own entrepreneurial experiences. The humanistic narrative centres around the idea of management by networks highlighting how the managers can guide and assist others who act as entrepreneurs. Finally, the development narrative centres around management by vision and focuses on the overall picture of the entrepreneurial university. Discussions The case study implies that academic entrepreneurship (AE) is understood and conceptualized by the managers in multifaceted and sometimes contradictory ways. Representing the frontline of academic management and changes in Finnish universities, the top academic managers are confronted with tensions between the ideals of traditional academia and the contemporary entrepreneurial developments in universities. This study contributes to the field of academic management by highlighting the much-needed experience-based perspective of top academic managers in relation to AE.

Mitigating dilemmas in postgraduate researcher mental health and well-being project implementation: critical reflections from three former implementers

Purpose This paper aims to present the critical reflections of three women implementers formerly working in projects that seek to support the mental health and well-being (MHW) of postgraduate researchers (PGRs), which has become a recent focus for UK researchers and policymakers. The paper offers an experience-based perspective on tensions in PGR-MHW project implementation by providing personal accounts of several social dilemmas the authors encountered. From reflecting on experiences, the authors derived recommendations for mitigating such dilemmas when designing and delivering future projects. Design/methodology/approach First, the experiences of dilemmas as female project implementers of PGR-MHW projects were recalled, listed and discussed and identified broad overarching themes. Second, one dilemma for each of the three themes was fleshed out according to the ones that carried meaning for how the role was personally experienced. Third, what the accounts of dilemmas meant for project implementation and outcomes was analyzed. Then the findings to existing literature where similar tensions were identified were linked, including how these could be mitigated. Findings The dilemmas experienced as implementers in PGR-MHW projects fit among three interconnected themes: identity, values, and motivations and relationships. It was showed that, although they may be hard to see, the dilemmas presented in this paper impede project’s success, outcomes for PGRs and implementers’ well-being. Mitigating such dilemmas when designing, funding, implementing and evaluating future projects is not straightforward, and the findings in this article open avenues to tackle this problem. Originality/value Focusing on reflections of female implementers, the paper provides an original perspective on PGR-MHW project evaluation. Using reflective writing as a research tool allowed us to identify overlooked dilemmas in project implementation. Honest and critical accounts of implementers’ experiences revealed important lessons such as different framings of project success, the intersection between the personal and the professional and individual responsibilities in project networks.

COVID-19 induced mental suffering is more painful than physical suffering: an experience-based perspective

COVID-19 pandemic has affected the lives of billions of human beings, either directly or indirectly. The physical presentation of the disease and its course to cure, permanent residual structural damage or death has been well documented. Few aspects that have recently been emphasized are the COVID fatigue and the mental suffering, not only by the general population, the COVID patients but also the healthcare professionals who are deputed to look after these patients. This manuscript throws some light on this very important aspect with long lasting impact.
 Keywords: COVID-19; Healthcare worker; Mental health; Stress
 Citation: Karim HMR.COVID-19 induced mental suffering is more painful than physical suffering: an experience-based perspective (Perspective). Anaesth. pain intensive care 2020;24(5):

La connessione analitica: riflessioni sul setting online.

Il lavoro cerca di offrire alcune riflessioni, da una prospettiva del tutto personale e basata sull'esperienza, sulla prassi della psicoterapia online. In apertura viene proposto un breve riassunto del dibattito italiano degli ultimi 17 anni sulla psicoterapia via internet. Due fattori vengono quindi enfatizzati quali binari di sviluppo della terapia online: l'impatto e l'influenza crescenti di internet nella vita di tutti, e l'importanza dell'alleanza e relazione terapeutiche rispetto ad altri fattori  in psicoterapia. Infine, vengono descritte alcune indicazioni sulla cura del setting online, sia rispetto  allo spazio analitico che alla dinamica della seduta. Tra queste, si trovano sia raccomandazioni di ordine pratico che inerenti alla tecnica. Viene in chiusura suggerita l'inclusione del tema della terapia a distanza nei programmi di training analitico.

Examining the Impact of Knowledge Mobilization Strategies to Inform Urban Stakeholders on Accessibility: A Mixed-Methods study.

Urban areas offer many opportunities for people with disabilities, but limited accessibility may prevent their full engagement in society. It has been recommended that the experience-based perspective of people with disabilities should be an integral part of the discussion on urban accessibility, complementing other stakeholder expertise to facilitate the design of more inclusive environments. The goals of this mixed-method study were to develop knowledge mobilization (KM) strategies to share experience-based findings on accessibility and evaluate their impact for various urban stakeholders. Using a participatory approach, various KM strategies were developed including videos, a photo exhibit and an interactive game. These strategies were evaluated based on various impact indicators such as reach, usefulness, partnerships and practice changes, using quantitative and qualitative methods. The findings suggested that the KM strategies were effective in raising the awareness of various urban stakeholders and providing information and guidance to urban planning practices related to accessibility.

Rehabilitation Programs for Incarcerated Drug Offenders in Malaysia: Experience-Based Perspectives on Reintegration and Recidivism

This study explores lived experiences of repeat drug offenders in Malaysia, their reasons for recidivating, and related shortcomings in prison rehabilitation programs. We categorize the prisoners’ descriptions and interpretations of their experiences after participating in rehabilitation programming. We are able, as a result, to shed light on these offenders’ perspectives on the treatment efforts in which they were involved.

"Who's Been Putting Socks in My Drawer?" Narrative Case Study of an Elder Role Model.

This article presents a narrative-based case study about vital involvement in an elder role model, exploring the dimensions of this man's current vital involvement and identifying its lifelong expressions that appear, in older adulthood, to have enabled him to become such an exemplar. This case was chosen from a larger study of "Elder Roles Models", that explores: (i) What about these particular older adults (identified by colleagues, friends, program directors, and service providers) constitutes their "elder role model-hood"; and (ii) How, developmentally, they got to be this way in older adulthood. This case study addresses the first of these questions by identifying five dimensions of vital involvement. Case study data were collected through five, semi-structured life-history interviews conducted over the 3 months. Interviews (90-120 minutes, each) were transcribed and analyzed using a thematic analysis approach. Five dimensions emerged as constituting this man's vital involvement in older adulthood: (i) enacting personal values and strengths; (ii) person-environment reciprocity; (iii) using environmental supports; (iv) enriching the environment; and (v) experience-based perspective. Dimensions are contextualized in terms of gerontological and life-cycle research, theory, and practice. A fundamental principle of Erikson's theory of lifelong psychosocial development, the vital involvement dynamic, is suggested as an "umbrella concept" for integrating disparate gerontological practices, theories, and research, and for conceptualizing older adulthood in the context of the life cycle as a whole.

The Score Is Not the Music: Integrating Experience and Practice Perspectives on Value Co-Creation in Collective Consumption Contexts

In response to recent calls for deeper understanding of value co-creation between multiple actors, this article explores co-creation in collective consumption contexts. These are defined as settings within which multiple consumers, and optionally multiple other actors such as service personnel, are co-present (physically and/or virtually) and coordinate with one another during product/service consumption. To understand co-creation in such contexts, this article argues for an integration of practice-based and experience-based perspectives, because while collective coordination occurs via social practices, the value that results is by definition an individual experience. By studying an orchestral music context in which multiple consumers and service providers participate, the authors develop a framework dialectically relating co-creation practices to value. Four variables emerge influencing the relationship between co-creation practices and value: role rigidity, consumer heterogeneity conflict, participation access, and signposting. Value can be constrained by role rigidity and by consumer heterogeneity conflict between consumers of differing competence; mitigating this requires that service providers pay attention to participation access and signposting (guiding consumers to select and combine practices in line with their skills and competences). Overall, the findings show how practices shape not just coordination among consumers, but also social learning. Implications for service organizations include how to facilitate social learning between novices and experts so as to optimize value for all.

An experience-based perspective on the relationship between indigenous and Western epistemic systems in research

An experience-based perspective on the relationship between indigenous and Western epistemic systems in research

Tuning to languages: experience-based approaches to the language science of bilingualism

AbstractExperience-based approaches to language hold that individuals become sensitive to distributed emergent phenomena in their linguistic experience. The purpose of this paper is to bring together experience-based perspectives from the domains of cognitive psychology and linguistics. First, we present an overview of the cognitive processes that underpin experience-based learning, and review the cognitive biases that have been attributed to the emergence of distributional regularities in language. We then discuss the P-chain (Dell, G. S. & F. Chang. 2014. The P-chain: Relating sentence production and its disorders to comprehension and acquisition.Philosophical Transactions of the Royal Society of London. Series B, Biological Sciences369(20120394). 1–9.), an influential experience-based framework for experience-based theory in psycholinguistics, and present data from bilingual speakers to substantiate the assumptions of the model. Our goal is to focus on language usage in bilinguals to illustrate how individuals can become attuned to linguistic variation in the input and how this input can act as constraining information with critical psycholinguistic implications.

International comparison of experience-based health state values at the population level

BackgroundDecision makers need to know whether health state values, an important component of summary measures of health, are valid for their target population. A key outcome is the individuals’ valuation of their current health. This experience-based perspective is increasingly used to derive health state values. This study is the first to compare such experience-based valuations at the population level across countries.MethodsWe examined the relationship between respondents’ self-rated health as measured by the EQ-VAS, and the different dimensions and levels of the EQ-5D-3 L. The dataset included almost 32,000 survey respondents from 15 countries. We estimated generalized linear models with logit link function, including country-specific models and pooled-data models with country effects.ResultsThe results showed significant and meaningful differences in the valuation of health states and individual health dimensions between countries, even though similarities were present too. Between countries, coefficients correlated positively for the values of mobility, self-care and usual activities, but not for the values of pain and anxiety, thus underlining structural differences.ConclusionsThe findings indicate that, ideally, population-specific experience-based value sets are developed and used for the calculation of health outcomes. Otherwise, sensitivity analyses are needed. Furthermore, transferring the results of foreign studies into the national context should be performed with caution. We recommend future studies to investigate the causes of differences in experience-based health state values through a single international study possibly complemented with qualitative research on the determinants of valuation.

Involvement of patients' perspectives on treatment with noninvasive ventilation in patients with chronic obstructive pulmonary disease-A qualitative study.

To clarify chronic obstructive pulmonary disease patients' perspectives on treatment with noninvasive ventilation and develop management strategies for the treatment based on these perspectives. The effect of treating chronic obstructive pulmonary disease patients with noninvasive ventilation is well-documented, as is the problem of patient difficulties in tolerating the treatment. Knowledge of how patients with chronic obstructive pulmonary disease experience and evaluate treatment with noninvasive ventilation is limited; therefore, more information of patient perspectives is needed to develop treatment practices in respiratory medicine. This study is based on critical psychological practice research. A co-researcher group comprising diverse health professionals was set up and headed by the principal researcher. The group convened seven times over 12months to develop new management strategies based on patients' perspectives on noninvasive ventilation. Health professionals contributed with experience-based perspectives, and the researcher contributed with data from participant observation in the department and semi-structured interviews with 16 patients and four relatives. Interviews revealed that patients with chronic obstructive pulmonary disease regarded noninvasive ventilation treatment positively even though they experienced discomfort and anxiety. Patients' perspectives revealed that patients with chronic obstructive pulmonary disease conduct their everyday lives with chronic obstructive pulmonary disease looking at chronic obstructive pulmonary disease as a basic life condition rather than an illness. This approach had a major impact on chronic obstructive pulmonary disease patients' attitudes to noninvasive ventilation treatment and hospitalisation. Investigation of patient perspectives generated results that were highly productive in facilitating multidisciplinary collaboration and in developing and sustaining new management strategies. Critical psychological practice research facilitated ongoing development of clinical practice related to noninvasive ventilation treatment. Focus on patients' perspectives in treatment with noninvasive ventilation resulted in the development of new management strategies regarding patient care, joint ward rounds, and in addition, one room at the ward, to which a nurse was assigned, was designated for chronic obstructive pulmonary disease patients treated with noninvasive ventilation.

Between Commodification and Emancipation: The Tango Encounter

This article offers an examination of the aesthetics and philosophy of Argentine tango, arguing for tango's contradictory power of resistance to the tendency of cultural commodification in contemporary society. The dancing couple achieves a sense of sovereignty and improvisational freedom which is in tension with the increasing commodification and standardisation of art in the age of globalisation. Written partly from an auto-ethnographic, experience-based perspective, the article foregrounds tango's choreography of otherness, relationality, passion and playful improvisation in an attempt to elaborate on tango's significance as a dance of intimate resistance to political economy. What is produced in tango's ‘space of touch’ remains unproductive, unexplainable, and non-commodifiable. It is argued that Argentine tango might be able to resist total codification due to its improvisational nature and the politics of touch, passion and transgression that emerge from the ephemerality of the encounter, the ineffable ‘tango moment’. Tango here is considered as a subversion of the social framing which it nevertheless needs in order to function; it performs the possibility of a transgression, intimately yet publicly.