Service Experience Research Articles

Metastatic medullary cancer treated with Sorafenib: Service experience

Metastatic medullary cancer treated with Sorafenib: Service experience

The influence of patient self-efficacy on value co-creation behavior and outcomes in chronic disease management: a cross-sectional study

BackgroundIn the medical field, value co-creation involves patients’ active involvement. By collaborating with service providers, patients can contribute to the creation of more targeted and effective value. Patients’ self-efficacy and behavior are crucial in this process, as their active participation and support can enhance their service experience. This study investigated the impact of chronic disease patients’ self-efficacy and value co-creation behaviors on the outcomes of value co-creation.MethodsRelevant data were acquired through a questionnaire survey using statistical methods, such as the t-test, analysis of variance, and stratified linear regression. This approach was used to examine the current conditions and factors influencing value co-creation outcomes among community-dwelling patients with chronic diseases. Additionally, a structural equation model was employed to systematically investigate and validate the impact pathways and mechanisms related to the influence of self-efficacy and value co-creation behaviors on value co-creation outcomes. We also explored the moderating effect of digital health technology application capabilities on the relationship between self-efficacy and value co-creation behaviors.ResultsSelf-efficacy, information search, interactive collaboration, feedback provision, and shared decision-making exert significant positive influences on the value co-creation outcomes among individuals with chronic diseases. The path analysis of the structural equation model indicates that self-efficacy and value co-creation behaviors may directly impact value co-creation outcomes. Concurrently, value co-creation behaviors partially mediate the association between self-efficacy and value co-creation outcomes. Furthermore, the digital health technology application capability exhibits a negative moderating effect in the pathway from self-efficacy to value co-creation behaviors.ConclusionsThe implementation of health education and social support measures by healthcare institutions and communities may augment patient self-efficacy, facilitate doctor-patient interactions, and promote shared decision-making. These initiatives could enhance the value of chronic disease services and optimize patient experiences. Additionally, healthcare institution managers are encouraged to focus on optimizing internet hospital platforms, organizing digital health training for patients, and bolstering patients’ proficiency in digital health technology applications. This strategy aims to instill a sense of health responsibility among patients with chronic diseases by fostering positive behaviors in interactive collaboration, information search, feedback provision, and other dimensions.

Unveiling barriers and opportunities for LGBTQIA+ customer’s financial well-being

Purpose This study aims to advance services marketing scholarship by examining the financial services experiences of LGBTQIA+ individuals in India and assessing the marketing readiness of financial service providers to serve this under-researched and potentially lucrative market segment. Design/methodology/approach Data was collected through semistructured interviews with LGBTQIA+ customers (23) and representatives (26) of financial institutions in India. The data collected through interviews was analyzed thematically to identify recurring patterns and experiences. Findings This study shows significant marketing challenges hindering the financial well-being of LGBTQIA+. Financial service providers create a disadvantageous customer experience for LGBTQIA+ individuals through overt discrimination, microaggressions and a lack of LGBTQIA+ representation. The absence of marketing strategies targeting LGBTQIA+ specific financial needs, such as joint accounts for same-sex couples or insurance coverage for gender-affirming procedures, hinders financial well-being within this community. Furthermore, a lack of understanding of LGBTQIA+ identities and needs perpetuates heteronormative marketing myopia, failing to resonate with this potential customer segment. Practical implications The findings highlight the need for a multifaceted approach to overcome the barriers and create opportunities to cater to the LGBTQIA+ segment of customers. Financial Institutions can develop LGBTQIA+friendly products and train staff on cultural competency to create a welcoming environment. Policymakers can implement regulations promoting LGBTQIA+ financial well-being, such as mandating insurance coverage for gender-affirming procedures or allowing joint accounts for unmarried partners. Community organizations can offer financial literacy workshops tailored to the LGBTQIA+ community. Business schools can integrate modules on LGBTQIA+ financial well-being into their curriculum to equip future leaders with the knowledge to create a more equitable financial system. Originality/value This research delves into a previously under-examined area: LGBTQIA+ financial well-being in the specific context of India.

A Scoping Review of the Effect and Experience of Participating in Dementia Rehabilitation When Living With Early Stage Dementia: Seen From a Lifelong Learning Perspective.

Rehabilitation services are important to improve the health and quality of life of those living with dementia but remain an under-researched area, regarding a lifelong learning perspective. The purpose of this scoping review was to map the characteristics, effects, and experiences of rehabilitation services for early stage dementia that draw upon cognitive stimulation, cognitive stimulation therapy, cognitive training, cognitive rehabilitation, and/or neuropedagogical approaches. Thus, to identify if any addressed a lifelong learning perspective. The literature search included the period 2003 to 2022 curated from the following databases: PubMed, CINAHL Complete, Cochrane Library, Medline, ERIC, PsycINFO, and Education Research Complete. We uploaded 204 references to Covidence, 15 of which were eligible. Eligible studies used many study designs with different sample sizes. The length of the interventions ranged from weeks and months to no defined periods, with a frequency of 1 to 3 times a week. The studies used various measurement tools. The services were inspired by cognitive stimulation therapy (n = 5), cognitive training (n = 2), cognitive rehabilitation (n = 4), or multiple approaches (n = 4). Most studies examined the effectiveness of the services, with only a few exploring their experience of them. There is a great variation in available services, with some showing promising but no longer-term effects. This review documents the importance of developing dementia rehabilitation services that focus on long-term effects and lifelong learning to ensure more efficient and relevant services in the future.

Impact of service quality on the quality of life of yoga tourists: a moderated mediation analysis

ABSTRACT Yoga retreats are programmes designed to give participants an immersive experience in yoga and related wellness practices like meditation, pranayama (breathing exercises), and workshops on healthy living. The study investigates the interrelationships between service quality at yoga retreats, the perceived experiences and benefits of yoga tourists, and their quality of life. The research also examines how the experiences and benefits of yoga tourists differ across age and gender. The study utilises structural equation modelling for data analysis. Purposive sampling was used to collect data from yoga tourists. The findings show that the quality of services provided at a yoga retreat, the experience and the benefits they perceive impact the positive feelings of yoga tourists about their lives. The study also found that gender and age influence the effect of service quality, experiences, and benefits on their quality of life. Specifically, women over 45 experience a stronger link between the quality of services and positive outcomes leading to life satisfaction. The results could help marketers develop strategies for segmenting and targeting wellness tourists. Yoga retreats should focus on improving service quality and customising experiences that meet the needs of different genders and age groups.

THE INTERPLAY OF CUSTOMER ENGAGEMENT AND E-SERVICE QUALITY IN SHAPING E-BANKING LOYALTY: EVIDENCE FROM NORTH INDIA

This study investigates the combined influence of customer engagement and e-service quality on customer loyalty in the e-banking sector, focusing on users across Punjab, Haryana, and Chandigarh. Utilizing a structured questionnaire and a sample of 600 valid respondents, the research employs advanced statistical techniques-including Exploratory Factor Analysis and MANOVA-to analyze the interplay of demographic and socio-economic variables with customer perceptions. The findings reveal that while state, gender, age, and locality do not significantly affect engagement or loyalty, occupation, education, and income are notable differentiators. Business professionals and highly educated individuals exhibit greater engagement and loyalty, while higher-income customers report stronger satisfaction with e-banking services. The study identifies nine key factors -Efficiency, System Availability, Fulfilment, Customer Support, Reliability, E-Satisfaction, E-Trust, Customer Retention, and Technical Issues-that collectively explain over 80% of the variance in customer perceptions. These results underscore the importance of fostering both engagement and high-quality digital service experiences to build enduring customer loyalty in the evolving landscape of Indian e-banking.

When immersive technologies drive service brand outcomes: the role of episodic future thinking

PurposeUsing the stimulus-organism-response (S-O-R) theory, this paper investigates the impact of an immersive experience with a service brand (stimulus) on consumer attitudes and intentions (response) by understanding the mediating role of episodic future thinking (organism).Design/methodology/approachWe used structural equation modeling to analyze the responses of participants who were exposed to an online questionnaire showcasing a 360° video of a destination brand.FindingsEpisodic future thinking mediates the relationship between immersive technology characteristics (i.e. vividness and presence) and consumer attitudes and intentions toward a service brand. Specifically, vividness induces the simulation of vivid images in consumers’ minds, while a sense of presence enhances anticipated satisfaction with the imagined service brand experience.Research limitations/implicationsThese findings contribute to a better understanding of the psychological mechanisms explaining the formation of service brand attitudes and intentions elicited by immersive technologies.Practical implicationsWe offer recommendations for businesses to enhance the vividness and presence achieved with accessible immersive technologies such as 360° videos.Social implicationsThe ability of immersive technologies such as 360° videos to foster episodic future thinking offers valuable applications in transformative contexts such as healthcare, education or psychological well-being.Originality/valueThis research strengthens the emerging idea that mental time travel experiences are inherent to the service experience, especially because consumers re-enact service brand stimuli when projecting themselves in imagined interactions with the service experience.

The Influence of Demographic Variables on the Pooled Rideshare Acceptance Model Multigroup Analyses (PRAMMA)

Building on our prior research with a national survey sample of 5385 US participants, the Pooled Rideshare Acceptance Model (PRAM) was built upon two factor analyses. This exploratory study extends the PRAM framework using the Pooled Rideshare Acceptance Model Multigroup Analyses (PRAMMA) to examine how 16 demographic variables influence and interact with the acceptance of Pooled Rideshare (PR), filling a gap in understanding user segmentation and personalization. Using a national sample of 5385 US participants, this methodological approach allowed for the evaluation of how PRAM variables such as safety, privacy, service experience, and environmental impact vary across diverse groups, including gender, generation, driver’s license, rideshare experience, education level, employment status, household size, number of children, income, vehicle ownership, and typical commuting practices. Factors such as convenience, comfort, and passenger safety did not show significant differences across the moderators, suggesting their universal importance across all demographics. Furthermore, geographical differences did not significantly impact the relationships within the model, suggesting consistent relationships across different regions. The findings highlight the need to move beyond a “one size fits all” approach, demonstrating that tailored strategies may be crucial for enhancing the adoption and satisfaction of PR services among various demographic groups. The analyses provide valuable insight for policymakers and rideshare companies looking to optimize their services and increase user engagement in PR.

Patterns of Lesbian, Gay, Bisexual, Transgender, and Queer Patient Experiences and Receipt of Preventive Services.

To identify patterns of LGBTQ+ patient experiences, to identify sociodemographic characteristics associated with patterns of LGBTQ+ patient experiences, and to assess the relationship between LGBTQ+ patient experience and receipt of preventive services. This observational cohort study included adults across the U.S. South. We conducted latent class analysis of seven indicators of clinical and cultural competency to identify patterns of LGBTQ+ patient experiences. Outcomes included the proportion of respondents with lifetime and recent influenza vaccination, HIV testing, and colorectal cancer screening. Data come from Waves 1 and 2 of the LGBTQ+ Social Networks, Aging, and Policy Study collected between April 2020 and October 2022. The sample included 954 LGBTQ+ adults ages 50-76 living in Tennessee, Georgia, Alabama, or North Carolina at baseline. We identified three patterns of LGBTQ+ patient experiences. 34% of the sample reported LGBTQ+ affirming care, 60% reported neutral care, and 6% reported discriminatory care. Gender identity, sexual orientation, race and ethnicity, state of residence, and HIV status predicted patterns of patient experiences (all p < 0.01). Compared to patients with affirming care, patients with neutral care were 12.4 percentage points less likely to have ever been tested for HIV (p < 0.0001) and 17.1 percentage points less likely to have been recently tested for HIV (p < 0.0001); patients reporting discriminatory care were 12.2 percentage points less likely to have recently received an influenza vaccination (p = 0.024) and 14.8 percentage points less likely to have recently completed a colorectal cancer screening (p = 0.035). In the absence of explicitly LGBTQ+ affirming patient experiences, LGBTQ+ midlife and older adults are less likely to receive preventive services such as colorectal cancer screenings, influenza vaccinations, and HIV testing. Interventions to increase the capacity of health systems to provide LGBTQ+ affirming care are needed to advance health equity.

Service user perspectives and experiences of their diagnosis of psychotic major depression: A qualitative study.

Evidence suggests psychotic major depression can be overlooked in clinical settings and thus lead to delays in diagnosis. There have been multiple theories about why this happens, however no research has investigated this from a service users' perspective. The aim of this study was to explore service users' perspectives and experiences of their diagnosis of psychotic major depression. Where there appeared to be a substantial delay between initial symptoms and diagnosis, reasons for this was explored in depth. This study used a qualitative approach based on semi-structured interviews with service users diagnosed with psychotic major depression. Interviews were audio recorded and transcribed verbatim. Data was analysed using thematic analysis. Ten interviews were conducted. Four overarching themes were identified: difficulty retelling the story, barriers to symptom identification, experiences following disclosure, responses to diagnosis. The theme of barriers to symptom identification highlighted that psychotic symptoms can be overlooked in the diagnostic process. Service users reported that health professionals do not always check for psychotic symptoms in clinical assessments. Service users have difficulty verbalising their symptoms, or find it difficult to disclose due to stigma, fear or shame. Short/rushed appointments, lack of consistency with health professionals, being moved between services and medicalising language made disclosure of psychotic symptoms less likely. Psychotic major depression should be actively considered as a differential diagnosis by healthcare professionals when assessing an individual for unipolar depression. Healthcare professionals should be mindful of the specific barriers to disclosure of psychotic symptoms, and building rapport should be prioritised to facilitate disclosure.

Cognizance of Available Resources and Student Utilization of the University Cashier Services

This study explored the cognizance of available resources and the utilization of university cashier services at Liceo de Cagayan University–RNP Campus. Specifically, it examined the level of awareness of payment modes, knowledge of university discount policies, and how these factors influenced transaction efficiency within the university’s cashier services. The study employed a descriptive correlational and causal research design, using a sample of 319 parents of students from the Grade School, Junior High, and Senior High departments. Data were collected through a structured survey, distributed online and in person, and analysed using frequency analysis, percentage calculation, mean, and standard deviation. The results indicated varying levels of awareness and utilization of cashier services, with significant implications for improving payment systems and discount policies. The findings suggested that enhancing transaction efficiency and increasing awareness of available discounts could contribute to a more streamlined service experience for parents and students. This study provided valuable insights for university administrators to consider adjustments to improve the accessibility and efficiency of cashier services.

Reports of Telemedicine Treatment Methodologies for Smoking Cessation - Experience in Service With 350 Patients During 3 Years, in Brazil

Reports of Telemedicine Treatment Methodologies for Smoking Cessation - Experience in Service With 350 Patients During 3 Years, in Brazil

Experiences of exercise services for individuals with severe mental illness: A qualitative approach.

Experiences of exercise services for individuals with severe mental illness: A qualitative approach.

Perinatal healthcare inequities: A qualitative causal network analysis

AbstractIntroductionPersistent healthcare inequities exist within the Military Health System (MHS). The objective of this study was to use qualitative interviews to assess the intersection of operational and cultural experiences of military service with the lived experience of individuals on their use and experience of perinatal health care.MethodsThis is an IRB‐approved qualitative study of the perinatal experience of servicemembers and TRICARE beneficiaries. A total of 36 semi‐structured interviews were conducted with individuals who delivered an infant within the last 5 years. Causation coding and deductive methods were used to generate a variable list of antecedent variables, mediating variables, and outcomes. Themes were organized into causal chains based on participant stories. A causal network was developed using cross‐case mapping to generate a thematic narrative from a systematic comparison of within‐case causal networks.ResultsA complex detailed causal network was developed, depicting structural and social factors affecting birth experiences. Such causal relationships impact individual experiences to varying degrees. Antecedent variables included experiences of dismissal, lack of support, concerns about the pregnancy, knowledge of poor outcomes, family experiences, and systemic issues. Mediating variables included delays in care, lack of command support, fragmented care, microaggressions, and fear of medications and interventions. Outcomes included mistrust of the medical system, fear and anxiety, early cessation of human milk feeding, and decreased military retention.ConclusionComprehensive and logical pathways illustrate challenges faced by birthing individuals in the MHS. Results suggest that outcomes including mistrust, fear, anxiety, and early cessation of human milk feeding may be mediated by participant healthcare experiences and concerns.

“Recommend or not Recommend” Topic Modelling of User Reviews in Airline Market

Understanding customers and the market in the airline industry, which has unique characteristics such as a competitive environment, diverse consumer expectations, and different service levels, is critical for marketing decision-making. Digital platforms offer valuable information sources through online reviews to companies, and it is essential to evaluate the data to evaluate the customers. The study aims to discover the topics in airline user reviews from a duality perspective by recommending reviews and not-recommending reviews. Consistent with the study aim, topic modeling methodology through BERTopic transformers-model is employed to detect the topics included in Skytrax online reviews on Airlinequality.com. 33.810 user reviews from 25 airline companies are used as the study sample. Individual topics detected by topic modeling methodology are grouped into topic groups in the study. Five main topic groups (flight experience, customer service, travel class, airline mentions, and other) for recommending status user reviews, and nine main topics groups (flight experience, service experience, customer service/operations, baggage, customer expressions, region/country-based expressions, seats, transferring process and special cases) for not-recommending status user reviews are concluded in the study.

Unleashing the power of salesforce: Integrating cutting-edge technologies for transformative solutions

The digital transformation landscape has propelled customer relationship management (CRM) systems from basic database tools into sophisticated platforms that harness emerging technologies. This article explores how Salesforce, a leading CRM provider, has strategically integrated Internet of Things (IoT), blockchain, and augmented/virtual reality (AR/VR) technologies to create transformative business solutions. Beginning with an examination of the theoretical underpinnings of technological convergence in CRM evolution, the discussion progresses through each integration's distinct contributions to enhancing customer experiences and operational efficiencies. IoT integration bridges physical and digital customer journeys, enabling predictive maintenance, usage-based pricing, and contextually relevant interactions that shift business models from transactional to relationship-based. Blockchain applications address fundamental challenges in data integrity and transparency, establishing trusted networks that reduce fraud and automate complex multi-party processes through smart contracts. AR/VR technologies reimagine customer engagement through immersive product demonstrations and guided service experiences while simultaneously enhancing employee training through simulation-based learning environments. The synthesis of these technologies within the Salesforce ecosystem creates multiplicative value that positions organizations to develop sustainable competitive advantages through deeper customer insights, enhanced trust architectures, and more responsive service delivery models. As these technological integrations mature, their strategic alignment with business objectives will determine which organizations fully capitalize on their transformative potential in an increasingly competitive marketplace.

서비스 경험 디자인을 활용한 디지털 심리 상담 시스템 연구

The advancement of digital technology has transformed the structure and operation of psychological counseling services, introducing a new paradigm for interactions between clients and counselors. This study applies Service Experience Design (SED) to develop an effective digital psychological counseling system, particularly exploring its potential application within Christian communities, church ministries, and mission fields. Using the Double Diamond model, this study analyzes user needs in counseling services and develops an optimized digital system. Through in-depth interviews and competitive service analysis, the study identifies key features to enhance accessibility, counseling continuity, and counselor support. The proposed system includes AI-driven counseling services (text and voice-based), metaverse-based group counseling, personalized healing content, session records and profile management, AI emotion analysis for counseling direction, integration with healthcare data, and a reward system for sustained engagement. Specifically, the system is designed for practical use in online churches, pastoral counseling, and missionary activities. This study provides practical insights into how digital counseling services can be effectively utilized by Christian communities and counseling professionals. Future research should focus on user testing and usability evaluation to validate the system's effectiveness and analyze its adaptability across different environments.

“We’re not for You”: Primary Care Support Seeking Among LGBTIQA + Individuals Experiencing Intimate-Partner Violence in Western Australia

Abstract Purpose Experiences of intimate partner violence (IPV) among LGBTIQA + individuals often differ from that of non-LGBTIQA + individuals. However, general understandings of IPV tend to reflect the experiences of cisgender heterosexual women. Consequently, LGBTIQA + individuals may encounter barriers to receiving support for IPV from primary care services that are predominantly guided by a heteronormative and cisgendered conceptualization of IPV. This research explored support seeking experiences of LGBTIQA + individuals experiencing IPV. Method Individual and group semi-structured interviews were conducted with 15 LGBTIQA + individuals who had experienced IPV. Participants were aged 20–68 and living in Western Australia. Data were thematically analyzed. Results Three themes emerged that together captured primary care service experiences, barriers, and needs when seeking support for IPV: ‘Recognizing and seeking support, ‘harmful service experiences’, and ‘building and promoting service inclusivity’. Conclusions LGBTIQA + individuals experience barriers to seeking and receiving support for IPV due to exclusionary, cisgendered and heteronormative primary care support systems. Addressing these systemic factors is critical to improving the responsiveness of primary care services for LGBTIQA + individuals seeking support for IPV. Active integration of inclusivity and support for LGBTIQA + individuals within primary care services and proactively engaging with LGBTIQA + populations to raise awareness of available support options are recommended.

Black and Minoritized Women's Experiences of Specialist Domestic Violence Services in the United Kingdom (UK): A Scoping Review.

This scoping review maps the existing available literature on Black and minoritized women's experiences with specialist Domestic Violence and Abuse (DVA) services in the UK to summarize current understanding and identify knowledge gaps. A comprehensive search was conducted across multiple databases and gray literature sources. All articles had to include Black and minoritized women's experiences of DVA services. In total, 29 UK-based studies published between 2000 and 2024 were identified. Data were synthesized to identify key themes and gaps. Thematic analysis of the findings revealed three main themes: additional service needs, barriers to accessing support, and the pivotal role of "by and for" services. Our review concludes that "by and for" services-provided by and for minoritized women-which adopt an intersectional approach are crucial in addressing the unique needs of Black and minoritized "survivor-victims", particularly in terms of language support, practical assistance, and community-related support. There is a need for more peer-reviewed literature to recognize the role of "by and for" services, using diverse methodologies to support Black and minoritized communities better.

Anthropomorphism of Artificial Intelligence Service Agent and Consumer Responses: A Systematic Literature Review and Future Research Agenda

ABSTRACTArtificial intelligence service agent (AISA) anthropomorphism is increasingly applied in service situations to deliver consumers a more personalized service experience. Extensive research has explored it over the past decade. However, the body of knowledge about this domain remains fragmented due to the lack of a comprehensive review. This paper aims to understand the domain through a framework‐based systematic literature review approach. We conducted an in‐depth analysis of 149 peer‐reviewed articles retrieved on April 25, 2024. Significant results include (a) analyzing research profiling (i.e., publication, journal, citation, and country analysis), (b) synthesizing findings based on the theories‐contexts‐characteristics‐methods (TCCM) framework, and (c) proposing future research agendas based on the TCCM framework. The present review concludes that research in the domain is experiencing rapid growth, evidenced by an increasing number of citations, a wide range of publications in reputable journals, and a notable surge in international collaboration. Furthermore, AISA anthropomorphism affects outcomes related to the AISA, the product, the brand, and even the company via cognitive, affective, and social mediators. Service‐, AISA‐, and consumer‐related factors moderate these effects. Based on the gap analysis, we propose future research directions. Our review advances the research domain of AISA anthropomorphism affecting consumer responses. It offers valuable insights for practitioners on effectively deploying anthropomorphic AISAs to serve consumers in appropriate contexts.