Service Experience Research Articles

Enhancement of Marina Service Quality of Yacht Tourism in Taiwan: A Euclidean Distance of Importance-Performance Analysis

In spite of COVID-19 struck tourism industry, the trend of yachting tourism is steadily increasing and provides a way for the tourism industry to resume after the epidemic. Marinas, a vital component of yachting tourism, deeply effects the yacht owners’ satisfactions and the coastal destinations attraction. Since the marina industry in Taiwan is still in its early stages, this study aims to identify ideal service quality standards to enhance competitiveness. With a limited cohort of 69 yacht owners in Taiwan possessing yachts exceeding 20 gross register tonnage (GRT), insights from our research, which engaged perspectives from 50 yacht owners, provide valuable understanding into their satisfaction regarding marina services in Taiwan. As the first study to explore key factors of marina service experience among yacht owners, this study applies importance-performance analysis (IPA) and Euclidean distance to provide the development strategy and improvement priority of Taiwan marina service. Overall, the result from improving IPA technique which adopted Euclidean distance reveal that yacht owners generally thought that the improvement priority of marina service quality is sewage, bilge water, and oil sludge treatment facilities, fueling facilities, high-voltage shore power facilities, land storage space. It is noteworthy that marina managers should embark on improving marina physical facilities as development strategy which highlight the performance of marina service quality for yacht owners and the improvement in those facilities can be developed to either increase the marina competition or to resume tourism industry.

Exploring black women's experiences of mental health services: a literature review.

The prevalence of mental health issues among black women is high, but they are underrepresented among mental health service users. This article details a systematised review of the literature that explored black women's perceptions and experiences of, and barriers to, engaging with mental health services. A total of 16 articles from the UK and North America were included in the review. Four main themes were identified as presenting barriers to black women's engagement with services: mistrust; sociocultural factors; lack of awareness; and practical barriers. The intersection of gender and race was evident in the 'strong black woman' ideal, which may have hindered their recognition and disclosure of mental health conditions, as well as in practical barriers such as costs and caring responsibilities. Historical and cultural perceptions of mental health issues and healthcare services, alongside their previous negative experiences of services, may prevent many black women from accessing essential support. Nurses and other healthcare professionals have an important role in engendering trust, challenging racism and promoting positive mental health.

Digital Marketing and Service Experience in a Peruvian Information Services Company

Digital Marketing and Service Experience in a Peruvian Information Services Company

Relationships Between Corporate Image Perception and Service Compensation Perception: A Study on Boutique Hotels in Core Cappadocia

Businesses' primary goal in providing a service is to ensure that the service is delivered correctly. Nowadays, companies face a great deal of customer pressure and are confronted with increasingly conscious consumer expectations. Service employees facing pressure can lead to errors and shortcomings in the service delivery process. In the intensely competitive environment, businesses need to pay more attention to service recovery to differentiate themselves. The literature review suggests that customer complaints affect corporate image perception. Based on this, this study investigates the effect of corporate image perception on service recovery perception. The research is designed quantitatively and the survey technique is selected as the data collection method. Local and foreign tourists staying in boutique hotels in the Core Cappadocia were included in the study. Data was obtained from 388 tourists. The analysis results indicate that the service experiences of customers at the hotel significantly influence the corporate image. Additionally, it is emphasized that hotels should develop an effective recovery strategy and respond quickly and positively to customer complaints. This study highlights the need for hotels to improve service quality and strengthen recovery policies to increase customer satisfaction and gain a competitive advantage.

친환경 화장품 브랜드의 경험디자인 구성요소 사례 연구

The value of eco-friendliness which has been continuously increasing since the Industrial Revolution and rapid industrial development has reached a major turning point after the COVID-19 pandemic. In particular cosmetics which are products closely related to the body are not simply products applied to the body but can secure a competitive advantage when they satisfy consumers' eco-friendly values and experience elements. Therefore, this study is a study that analyzes eco-friendly cosmetics brands as components of experience design in line with changing consumer needs and the eco-friendly cosmetics brand market. Through prior research we looked into the research trends of eco-friendly cosmetics and experience design and derived experience design components for analyzing eco-friendly cosmetics brand cases. For balanced research the cosmetics brands subject to the case analysis were selected as top brands according to brand reputation big data analysis results and five brands were selected by company size and domestic/overseas. For the analysis a workshop was held with five service experience design experts. The study was conducted by adopting a closed card sorting method that classifies and analyzes the information provided in the five categories of experience design components (Sensory Perception experience, Feeling & Emotions experience, Intellectual Cognition experience, Behavior experience, and Social Relationship experience). Through case analysis it was found that eco-friendly cosmetic brands with high brand reputation and preference have all five components of experience design and meet the needs of consumers. Therefore in order to secure a differentiated competitive advantage for eco-friendly cosmetics brands it is important to establish a strategy that balances the components of experience design and the study is significant in that it can be used as a reference paper when planning eco-friendly cosmetics brands.

Patient Experience in Older Adults Ambulatory Care services in a large Irish teaching hospital

Abstract Background Ambulatory care pathways aim to reduce hospital overcrowding, provide multidisciplinary, speciality outpatient care, in a timely and cost-effective manner to older people with complex care needs. The delivery of care is centred on the needs of the patient; obtaining and implementing personalized feedback is essential to upholding the highest standards of care. Methods All Patients attending ambulatory care services, at a large teaching hospital in 2023–2024 were offered a 30-question survey covering demographics, hospital access, facility usage, and care delivery, with yes/no responses, 5-point Likert scale and free text comments. Results This cohort represents 3.5% of overall service users (n=642). Of the group in question, 55% were between 65 and 85, and 10% were over 85, a quarter were under 65. A quarter of people were seen within a month, a further 38% within four months of referral. 63% of respondents travelled by car, 31% took public transportation, 5% walked, and 1% rode a bike. 68% of older adults commuted by car (12% by taxi). Taxi use was due to inability to conveniently access onsite parking. Over three quarters were accompanied to their appointment. A delay was reported by 24% of respondents, two thirds cited a parking issue on campus, with almost 20% identifying a traffic issue. 4% found the distance from the car park to the department challenging. The majority of concerns related to campus traffic and delays getting parking onsite. When asked to rate communication, the environment, and multidisciplinary care delivery, 99%-100% responded positively. Conclusion Care delivery was positively represented in this sample. This patient feedback highlights the need for accessible parking in hospital infrastructure planning. Vulnerable older adults requiring supportive care should be protected from the cost implications of hospital attendance, costly taxi use is indicated in this group. There is a need for national action on this.

Research on the Application of Data Governance for College Teachers

In recent years, many universities have embarked on the construction of the One Form project through one-stop service halls to address the challenge of teachers difficulties in filling out forms. However, in practical applications, data quality issues are prominent due to factors such as non-uniform data standards and untimely data maintenance, severely impacting teachers data application experience. This paper, through analyzing the current situation of teachers data quality, proposes a solution for teachers data governance based on the one-stop service platform. By establishing data standards, building a standard data warehouse, and instituting a data management guarantee system, this paper aims to continuously improve teachers data quality and enhance their data service experience.

Customer’s social cognition in service recovery satisfaction with human vs robot agent

Purpose Service failures evoke negative customer emotions, which human agents respond to through emotional labor. In turn, customers empathize with the human agent, providing a satisfying service recovery experience. However, robot agents could replace human agents and replicate emotional labor strategies. This study addresses whether customers empathize with apologetic robot agents and how it would affect the service recovery experience. Design/methodology/approach Drawing on emotional labor, social cognition and justice theory, two online scenario-based experiments (N1 = 411; N2 = 253) were designed in which customers watched a video simulating an interaction with a human or a robot agent during a service recovery procedure. Findings Study 1 shows that robot agents handle emotionally driven service recovery interactions and prompt desirable postrecovery behaviors (e.g. brand loyalty). Study 2 identifies customers’ empathy and compassion as mediators, explaining the effect of normative empathic display on customers' perceptions of interactional justice and behavioral intentions. Practical implications Robot agents are reliable substitutes for human agents in handling service recovery procedures. Customers can empathize with robot agents, leading to satisfying service experiences. Originality/value This study demonstrates customers’ capacity to empathize with robot agents during a service recovery procedure. It is also the first application in service research of the EmpaToM experimental procedure from social neuroscience to explore the social cognition dynamic between customers and service agents at the service encounter.

Uncovering airline service quality dimensions from passengers' online reviews: A text mining approach to validate and extend Servqual

This study investigates airline service quality dimensions by employing text-mining techniques to analyse passengers' emotional responses and experiences with airlines as reflected in their online reviews. The study aims to identify the relationship between these and SERVQUAL dimensions to confirm its reliability in the airline industry and reveal new and promising dimensions of airline service quality. The study contributes to academia by enriching literature on airline service quality and text mining applications, identifying areas for enhancement, and suggesting strategic directions for continuous improvement to practitioners based on passengers' quality perceptions of airline service experiences. With a large dataset from 100 airlines obtained from Skytrax, the study offers a deeper understanding of airline service quality. It encourages using big data and text-mining techniques to explore consumer preferences. The study's findings challenge traditional models and bring out new, context-specific service quality characteristics to provide a greater understanding of passenger experiences. These give the airlines insightful guidance on improving service offerings and fulfilling customer expectations, eventually improving customer satisfaction, loyalty, and competitive positioning.

Effects of customer inoculation on artificial intelligence service failure

Purpose This paper aims to explore the effectiveness of customer inoculation strategies in the context of AI service failures in the hospitality and tourism industries. Furthermore, it examines how these strategies can enhance customer complaint behavior and satisfaction with service recovery, thereby improving the overall service experience. Design/methodology/approach Four distinct studies were conducted: Study 1 investigated the influence of customer inoculation on complaint behavior post-AI service failure. Study 2 assessed the impact of service remedies on customer satisfaction. Study 3 explored the implications of initial purchase and usage intentions. Finally, Study 4 validated the findings using a large-scale online survey. Findings The results indicated that customer inoculation significantly increases customer complaint behavior and satisfaction with service remedies following AI service failures. They also showed that this relationship is mediated by psychological distance. Furthermore, customer inoculation positively affects initial purchase and usage intentions, demonstrating effectiveness at various customer engagement stages. Practical implications This study enriches the literature on AI hospitality service failure and recovery by introducing the novel concept of customer inoculation. Additionally, it significantly contributes to the inoculation theory literature, which covers diverse fields. Practically, this study proposes an efficient and low-cost strategy for marketers. Originality/value This study introduces the concept of customer inoculation in the context of AI service failures, a novel approach in the hospitality and tourism literature. It provides empirical evidence of the efficacy of the strategy, bridging a crucial gap in understanding customer behavior in the face of technological disruptions.

Customer Experience Rating for Achieving Loyalty & Satisfaction

Business organizations are turning to innovative goods, new markets, and inorganic growth prospects to generate income as global marketplaces change dramatically and player competition heats up. However, providing a superior and distinctive customer experience for financial services represents the biggest chance for long-term revenue development. Creating a Customer Experience Rating (CXR), a measurement of customer experience in the Malaysian banking industry is the primary goal of this project. According to the statistical analysis findings, the CXR had a high degree of reliability and proved construct validity by reaching both convergent and discriminant validity. The Malaysian population enjoys positive bank experiences, as indicated by the customer experience rating 7.37. The results of this study can be used by practitioners, managers, and regulators to better understand customer experiences and create marketing strategies that will enhance the operational environment, increase customer loyalty and satisfaction, and foster positive word-of-mouth.

Experiences of service and diagnosis among immigrant families of young children with suspected or diagnosed developmental disabilities

ABSTRACT Objectives While early diagnosis is fundamental to the development of children with developmental disabilities (DD), limited attention has been paid to immigrant parents’ experience of early encounters with systems when they begin seeking supports for their children with DD. This study aimed to contribute to better understanding of immigrant parents’ experiences of early encounters with services for families and children with suspected or diagnosed DD. Design A longitudinal, qualitative approach was adopted. Over 12 months, multiple interviews were conducted with four immigrant families with children aged between two and four years who were attending a mobile playgroup offering early learning supports for children with suspected or diagnosed DD in communities with low access to formal supports. During the first three months of the study, families were accompanied by the first author on weekly visits to the playgroup. Participant observations and informal discussions with staff delivering early intervention supports via the playgroup provided further insight into families’ initial and on-going encounters with services and supports. During the remaining nine months, multiple interviews were conducted with participating families, to document their on-going experiences and encounters with medical practitioners and therapists. Results Thematic analysis of data generated four key themes: Initial encounters with medical professionals, Confusion and ‘missed’ diagnosis, Gaps in understanding, collaboration and communication, and Families’ desire to learn and implement strategies. Conclusion Families made concerted efforts to locate appropriate supports. They also faced barriers including a lack of openness and genuine consultation, particularly in their encounters with health professionals. These barriers resulted in a level of mistrust and detachment from formalised supports. Results highlight the critical importance for health professionals of ‘tuning into’ family concerns through relationship-based approaches, in order to establish shared understanding and mutual respect between professionals and families, particularly for immigrant families seeking support for their young children.

The Impact of Child Protection Service Experience and Secondary School Completion on Employment Outcomes

This study utilizes registry data and logistic regression to investigate the relationship between Child Protection Service (CPS) experience, completion of upper secondary school, and subsequent gainful employment. The findings show that completion of upper secondary school is associated with later gainful employment. However, when control variables are included to adjust for substantial differences between the two groups, the results reveal that completion of upper secondary school has a more substantial impact on future gainful employment for former CPS clients compared to non-CPS clients.

Listening to the Perspectives of Black Women on Perinatal Health Disparities: Reversing the Tide and Improving Outcomes.

Pregnancy-related health in the USA fares worse than similarly resourced countries and the gap continues to widen. This trend however is disproportionately experienced by women of color. We have come to understand that this is due to the systems and structures that perpetuate racism. Despite our awareness of this, the voices of the community impacted by these systems have been largely left out of research. The authors aimed to utilize participatory research methods within a qualitative design to askBlack pregnant and parenting women about their lived experiences of pregnancy and perinatal health services. Over three focus groups, the authors gathered information from 12 participants. Participants were Black women currently pregnant or pregnant in the last year, ages 22-37years old. Participants shared their experiences and views on racial disparities within perinatal health care. Our analytic goal was to explore the questions: "What are Black women talking about in relation to perinatal health"; "Where do Black women get information about perinatal health disparities?"; and "How do Black women feel when they hear or talk about perinatal health risks?". In general, participants felt that the burden to understand their pregnancy risks and options was theirs alone to carry. This resulted in their utilization of and reliance on the internet, social supports, and holistic providers such as doulas for information about how to reduce their risk for maternal morbidity and mortality. Results demonstrate patients' receptivity to frank conversation about perinatal health disparities, and their willingness to partner with their providers to reduce risks in pregnancy. While interventions to reduce perinatal health risks must be systemic, they cannot move forward without including the voices of and partnering with the community they hope to positively impact.

EXPRESS: Cultivating Sustainable Return Migration to Lebanon: Supporting Young Migrants through Marketing Systems Amidst Ongoing Conflict

Amidst Lebanon's enduring conflict and its consequences, young Lebanese are driven to seek stability and opportunities abroad, impacting the demographic balance among religious communities, which generates tensions and threatens the fragile peace prevailing in the country. This study delves into these migration dynamics, exploring how marketing systems can mitigate challenges and encourage emigrants to return to Lebanon. Semi-structured interviews with Lebanese migrants across five continents were conducted to ascertain primary motivations for emigration, obstacles to return, and factors encouraging repatriation. Findings reveal that while young Lebanese pursue better lives abroad, insecurity and persistent barriers hinder their return. By integrating marketing systems and adapting the "Transformative Refugee Service Experience Framework," this research proposes comprehensive public policy and managerial strategies tailored to Lebanon’s context. Key recommendations include targeted job placement programs, enhanced communication with the diaspora, and community-based educational reforms. By fostering a hospitable environment, Lebanon can support sustainable development, resilience, and well-being, encouraging the return of its young migrants. This study bridges theory and practice, offering actionable insights for policymakers and extending existing frameworks to other socio-political settings.

Barriers to creating value with cognitive accessibility features in digital services

AbstractDigital services should be designed so that as many people as possible can use them. Designing digital services to be cognitively accessible brings value to the user if the user can use the digital service and understands its content. The benefits of cognitive accessibility, e.g., better customer experience or better usability in digital services, have been studied from the perspective of both users and organisations. Despite the benefits, there can be barriers to designing and implementing usable and understandable digital services. This paper aims to identify service providers’ perceptions of barriers to designing cognitively accessible digital services. When the barriers are understood, entrepreneurs can be supported to design digital services that generate value for customers. To better understand the barriers, qualitative research with semi-structured in-depth interviews was conducted with Finnish entrepreneurs. The results revealed different kinds of barriers to designing and implementing cognitively accessible digital services.

Outcomes that Matter to Youth and Families in Behavioral Health Services.

Patient-centered outcomes research helps youth and families using behavioral health services make informed decisions about treatments to help them achieve the outcomes most important to them. However, there are few efforts to identify the outcomes valued by youth and families systematically. This project aimed to support the development of behavioral health services that deliver outcomes valued by families by identifying the outcomes that youth and young adults with behavioral health needs and caregivers say matter most to them. We engaged 34 youth and young adults (YYA) with behavioral health needs, alongside 42 caregivers from six U.S. regions, in two rounds of one-hour virtual focus groups. The initial round involved participants identifying what they hoped to gain from using behavioral health services for personal, familial, and parental or child well-being and the attributes of positive service experiences. We coded responses using qualitative analytical software, culminating in synthesized reports. Subsequently, the second round entailed participants' review and refinement of initial findings. Across sessions, each group reported the top three outcomes deemed most important for children, YYA, parents, families, and their service experiences. YYA identified being understood by others, improving their interpersonal relationships, and feeling heard as the highest priority behavioral health service outcomes. Caregivers of children and youth with behavioral health needs identified having accessible services that meet their needs, having providers that collaborate effectively with parents and other service systems, and experiencing consistent and continuous behavioral health care for their child as the most important behavioral health service outcomes. Both YYA with behavioral health needs and caregivers of children and youth prioritized gaining the necessary knowledge, resources, and tools to support their or their child's behavioral health. Additionally, both participant groups emphasized the importance of effective communication with providers, within their families, and with peers. Minimizing judgment and stigma from society, providers, and other professionals also emerged as a critical outcome for these groups. It is essential for research and policy development to focus on and cater to the outcomes that are important and valued by YYA and their families to maximize family engagement in care.

Deployment and combat experiences and their impact on partner substance use

Despite burgeoning evidence of the negative effects of service experiences on service members’ spouses/partners, limited research has examined these effects in the context of substance use. Additionally, a strong literature demonstrates the protective role relationship satisfaction can play for health-related outcomes. The goal of the present research is to examine relations between service experiences (e.g., deployment, combat exposure) and partner substance use, as well as how relationship satisfaction may buffer these effects. Data from 275 civilian partners were drawn from Operation: SAFETY (Soldiers And Families Excelling Through the Years), a longitudinal study examining health among U.S. Army Reserve/National Guard (USAR/NG) soldiers and partners. Analyses examined relations between soldier service history (baseline) and civilian partner alcohol/drug use (2-year follow-up), as well as interactions with relationship satisfaction. Models controlled for civilian partner sex and age and soldiers’ self-reported posttraumatic stress disorder symptoms and substance use. Results revealed interactions between service experiences and partner satisfaction for models predicting alcohol consumption and heavy drinking. Greater relationship satisfaction mitigated overall alcohol consumption and heavy drinking frequency among partners of soldiers with two or more deployments and among partners of soldiers with greater combat exposure. Soldier service experiences were unrelated to civilian partner drug use. The effects of deployment and combat exposure extend beyond the service member to negatively influence civilian partner alcohol consumption and heavy drinking, with relationship satisfaction buffering these risks. Interventions that assist USAR/NG soldiers and spouses in strengthening their relationships may also help protect against spouse substance use related to soldier service experiences.

Telemedicine and transformative health access for millennials-Gen Z: PLS-SEM based behavioral exploration

Global health system is rapidly transitioning from conventional models to inclusive digital healthcare due to the pandemic and technological advancements. This transition has led to widespread telemedicine adoption in response to healthcare needs. In Indonesia, the implementation of telemedicine has increased significantly after enacting relevant policies due to limited healthcare accessibility. The younger demographic, namely Millennials and Gen Z plays an important role in adopting this technology, offering significant potential for future development and research. Despite the significance of this technology, existing literature lacks a comprehensive psychological analysis of digital transformation in telemedicine adoption, particularly concerning Millennials-Gen Z. Therefore, this research aimed to construct telemedicine adoption model by integrating psychological aspects of digital transformation and multidimensional planned behavior. A total of 205 Millennials-Gen Z telemedicine users were included in the survey. The results showed that commitment to digital health transformation among these age groups significantly influenced telemedicine adoption. Readiness to engage in transformation influenced behavioral planning, while beliefs, attitudes, social norms, and self-control intricately impacted an inclination and willingness. Furthermore, it was discovered that behavioral intention contributed to enhancing the user experience of telemedicine services. These results offered substantial theoretical and practical implications, guiding providers and policymakers in constructing telemedicine services that catered to public health equity.

Online and offline delivery qualities: O2O satisfaction and loyalty through technology acceptance model

This study presents an in-depth examination of customer satisfaction dynamics within the rapidly growing O2O food delivery (OFD) sector. Recognizing the exponential market growth and the gradual rise in consumer complaints, we seek to address the gaps in current academic research that tends to overlook the distinction between online and offline service experiences, as well as the psychological foundations of technology adoption. We propose a series of hypotheses grounded in a comprehensive theoretical framework that distinguishes between online and offline dimensions of consumer satisfaction and explores their interrelation by incorporating the technology acceptance model (TAM). We posit that, regarding online satisfaction, the quality of food information, the quality delivery tracking service, and user privacy protection functions from OFD applications hold positive significance for online customer satisfaction. Additionally, considering offline satisfaction, we assert that delivery quality and environment of the delivery service (i.e., delivery scape) contribute positively to offline customer satisfaction. We adopt trust transfer theory to hypothesize a positive relationship between online and offline satisfaction to comprehend a continuous flow in how consumer satisfaction develops. The paper also examines the pathway by which online satisfaction influences consumer loyalty through TAM. By investigating the dynamics regarding these relationships, this study contributes to offering valuable insights that could enhance OFD users’ satisfaction and their loyalty.