Service Experience Research Articles

A qualitative study on the psychological support service experiences and demands of mothers of school-age children with disabilities

A qualitative study on the psychological support service experiences and demands of mothers of school-age children with disabilities

First impressions vs. The Peak-End Rule: Episodic evaluations in a service experience and the moderating effect of retrospective delay

This article integrates prior research on episodic evaluations with the service experience literature to investigate the impact of multiple interactions with frontline employees on customer evaluations of the employees and overall satisfaction with the service experience. A field study was constructed of customer interactions with hotel staff, including over 5,000 customer stays across a 5-year period. The results reveal that key moments, specifically the first impression, peak impressions, and last impressions, significantly impact satisfaction with the overall hotel stay. Moreover, we also introduce a new construct, retrospective delay, which is the time lapse between the actual service experience and the evaluation of the experience. In doing so, unlike prior research indicating the robustness of the peak-end rule, our results find that first impressions are the most important contributor to frontline employee evaluations and overall satisfaction. Furthermore, we find that first impressions become more critical as retrospective delay increases. Our results suggest that first impressions not only impact frontline employee evaluations and satisfaction with the service encounter, but that measurement timing could explain some conflicting findings in the services literature regarding the efficacy of positive starts.

The metaverse experience: a big data approach to virtual service consumption

Purpose The experience of leaving the real world and entering a virtual service environment makes many individuals happy. This study heeds the call by multiple researchers to conceptualize, interpret and illustrate the impact of the perceived service experience in the metaverse in a holistic way. In particular, this study aims to understand how the consumption of experiences is perceived in a metaversal space. Design/methodology/approach The authors analyze mega virtual live events with famous artists broadcast in virtual worlds. The authors take a big data approach and include two studies to gain insight into the online public audience’s perceptions and experiences in the metaverse. In the first study, the authors analyze text from YouTube with Leximancer. In the second study, the authors go one step further to refine the conceptual model from Study 1. The authors scrutinize additional Facebook comments using seeded Latent Dirichlet Allocation (LDA). Findings The findings reveal that the meta service experience (MEX) encompasses four dimensions: immersion, metascape, immediacy and hedonism. Originality/value This research provides important guidance not only for consumer behavior scholars but also for service marketers and event planners. The study proposes research opportunities to advance service experience research in the metaverse.

Enhancing customer service and user experience through the use of machine learning powered intelligent chatbots

The implementation of machine learning powered intelligent chatbots have greatly enhanced customer service and user experience in various industries. With the advancements in artificial intelligence and natural language processing, chatbots have become an essential tool for businesses to effectively communicate with their customers. Machine learning algorithms enable chatbots to analyze customer queries and provide accurate responses, mimicking human conversation. This has led to an increase in customer satisfaction as chatbots can handle large volumes of inquiries and resolve them efficiently. Moreover, chatbots are available 24/7, providing round-the-clock service to customers. Implementing chatbots in businesses has also resulted in cost savings as they reduce the need for human customer service representatives. This has allowed companies to allocate their resources to other areas of their business, ultimately leading to increased productivity. In addition to improved customer service, intelligent chatbots also enhance user experience. By continuously learning from user interactions, chatbots can personalize responses and provide relevant information, making the customer experience more seamless and efficient. Furthermore, chatbots can be integrated into various platforms such as websites, social media, and messaging applications, making them easily accessible to users. This has also led to an increase in user engagement and retention rates. The potential challenges and limitations of this technology was also discussed and recommendations provided for future research in this field. Overall, the development and implementation of machine learning powered intelligent chatbots have greatly enhanced customer service and user experience, making it a valuable tool for businesses in today's digital age.

What are the functional outcomes and service experiences of patients with head and neck cancer treated during the COVID-19 pandemic?

IntroductionHead and neck cancer (HNC) care was significantly impacted by the COVID-19 pandemic. The current study aimed to explore the functional outcomes and service experiences of patients with HNC treated during and prior the COVID-19 pandemic.MethodsMixed methods were used to (1) retrospectively compare HNC patients’ functional outcomes and allied health service usage across two time-controlled cohorts and (2) understand the experiences of HNC care using validated surveys and qualitative interviews.ResultsRetrospective data was extracted for 78 participants (pre-COVID-19, n = 43; during-COVID-19, n = 35), with n = 28 and n = 18 completing surveys and an interview, respectively. Significant differences were found in service modality between groups with significantly more phone and telehealth services provided during COVID-19. Service usage and functional outcomes were not significantly different between groups. During-COVID-19 participants reported being significantly less informed about their care and care was significantly less appropriate and acceptable. Thematic analysis of interviews revealed six broad themes related to communication, person-centred care, treatment logistics, care availability, safety of care, and impacts on experiences.ConclusionsThis study revealed that whilst HNC care rapidly changed at the onset of COVID-19, patient access to treatment and functional outcomes did not differ significantly. Rather, factors related to the patient experience of care were discussed. Healthcare professionals working in HNC have further evidence supporting building relationships based on transparent communication and partnering with patients to overcome rapid clinical changes, as experienced during COVID-19.

The interplay between multichannel integration quality, service convenience, service experience, multichannel perceived value and e-WoM

PurposeThe study's goal is to assess the influence of multichannel integration quality on perceived value, service convenience and service experience in a multichannel banking context. Furthermore, the study investigated the impact of perceived value, service convenience and service experience on positive electronic word of mouth (e-WoM).Design/methodology/approachData were collected from 527 respondents using online surveys distributed on various social media platforms in Ghana. The data were analysed using the partial least squares approach to structural equation modelling.FindingsThe results showed that multichannel integration quality influences consumers' perceptions of value and service experience favourably. It also showed that the two factors influencing service convenience were service experience and perceived value. Further, the research revealed a significant relationship between positive electronic word of mouth and perceived value, service convenience and service experience.Practical implicationsThe study adds to the existing body of knowledge on multichannel integration by empirically testing the relationship between multichannel integration quality and consumer response in the context of multichannel banking.Originality/valueThe study is one of a few that provide important insights into the growing body of literature on multichannel integration quality from the consumers' perspective. The study further develops a model that explicates the relationship between multichannel integration quality, perceived value, service convenience and e-WoM.

The Role of Smart Travel Service in Intercity Travel Satisfaction: Does Traveler Heterogeneity Matter?

With the increasing intercity communications and the widespread application of smart travel technologies, it is of great significance to understand the mechanism of how the attributes of smart travel service affect the travel satisfaction among intercity travelers and the potential heterogeneity. This paper establishes a conceptual model with hypotheses from two paths: smart travel service and smart travel experience. Based on the intercity travel survey data of the Guanzhong Plain urban agglomeration in China, a latent class structural equation model is employed to divide the samples into “cold”, “rational”, and “enthusiastic” potential groups based on the use and attitude of smart travel services. From the model estimation results, this study confirms that smart travel service and travel experience satisfaction have significant positive impacts on the overall intercity travel satisfaction of travelers. However, the impact of smart travel satisfaction varies due to group heterogeneity. For the “cold” group, the impact of smart travel service satisfaction on the overall satisfaction of intercity travel is not significant, and smart travel service satisfaction only has a significant impact on the smart travel experience satisfaction of “enthusiastic” travelers. This study puts forward the importance of enhancing the quality of smart travel services and promoting travel experience through smart travel technologies and proposes measures for different groups from the perspective of market segmentation, which provides theoretical and practical value for the promotion of sustainable development of intercity transportation.

Wellness in the Global Hospitality and Tourism Industry

The concept of wellness is currently seen as an important driver of growth within the hospitality and tourism industry, but the ways that the large players within the industry have engaged with wellness has been largely ignored in the academic hospitality and tourism literature, and this represents a gap in that literature. This paper looks explore corporate approaches to wellness within the tourism and hospitality industry, and as such, the paper looks to help to contribute to filling the gap in the academic literature. The paper includes an introduction to the wellness concept and to its adoption by the hospitality and tourism industry, a short literature review, an outline of the frame of reference and method of enquiry, an examination of the wellness initiatives developed by some of the major players in the global hospitality industry, some wider reflections, and a brief conclusion. Keywords: wellness, hospitality and tourism industry, customer service experiences, sustainable development, leading hotel companies

Low-income consumers’ informal and formal financial service experiences: perceptions of access, inclusion, and social dependence

Purpose Low-income consumers’ perceptions of access and inclusion in financial services, remain underresearched. To fill this gap, the purpose of this study, is to investigate elements of low-income consumers’ informal and formal financial service experiences, from their personal experience. Design/methodology/approach Mixed methods using data collected from low-income consumers in Latin America, reveal a spectrum of consumer perceptions making up access, inclusion and social dependence within financial service experiences. Scales, grounded in the consumer experience, are developed, validated and used to test a model of consumers’ service inclusivity perceptions. Findings Service costs, information and documentation difficulty, convenience and social dynamics influence low-income consumers’ perceptions of financial service inclusivity. Research limitations/implications Analysis reveals differentiation in the impact of aspects of low-income consumers’ experiences between formal and informal financial services. Working directly with this unique population exposes the nuance of their financial service experiences. Practical implications This research provides a more holistic perspective on low-income consumers’ financial service experience and provides contextually relevant scales with robust psychometric properties. Services marketers can use this research to inform design and evaluation of financial service offerings for low-income consumers. Originality/value This research contributes to study of the wellbeing of low-income consumers by providing understanding of their financial service experiences from their point-of-view and providing contextually-relevant, empirically validated tools for future inquiry.

Pengaruh Knowledge Gap dan Service Quality terhadap Digital Financial Service Experience dengan Internet Usage sebagai Moderator

Presently, the widespread adoption of digital transformation is profoundly shaping various industries, driving businesses to expand their digital footprint. In the financial sector, not only traditional banks but also a variety of companies, particularly those in the technology domain like Goto, Shopee, and Traveloka, are entering the market to provide digital financial services, emerging as strong contenders. With numerous companies offering digital financial services in Indonesia, there is a compelling push for businesses to vie in delivering top-notch services to customers, thereby enriching satisfaction and user experience. This research aims to explore the factors influencing the user experience of digital services, specifically within the realm of digital financial services. Employing a purposive sampling technique, the researchers determined the appropriate number of reliable and valid samples for the study. Questionnaires were distributed to Indonesian users of digital financial services to gather primary data, resulting in the analysis of 112 samples. The study indicates that knowledge gaps impact an individual's evaluation of the quality of digital financial services, and service quality significantly influences how users perceive their experience with digital financial services. Notably, no moderating effect of internet usage was detected in the relationship between knowledge gaps and service quality concerning the experience of digital financial services.

South Asian women’s views on and experiences of maternity care services in Hong Kong: A qualitative study

BackgroundHealth disparities among ethnic minority and migrant women can lead to adverse maternal and neonatal outcomes. This study explores the maternity care experiences of South Asian women in Hong Kong, providing insights for woman-centred and culturally responsive care in the East Asia. ObjectiveTo understand South Asian women’s views and experiences regarding maternity care services in Hong Kong. MethodsA qualitative descriptive study was conducted with 20 English-speaking South Asian women who had used maternity care services in Hong Kong within the past 5 years. Data were analysed by thematic analysis. FindingsFour themes were identified: 1) Comparing maternity care services in their home country versus Hong Kong; birth location, mode of birth and care. 2) Navigating Hong Kong maternal medical care system; including private public dual care and learning information from other South Asians. 3) The discrepancy in perception of optimum care; including a preferring for assistance with daily tasks, epidural anaesthesia, doctor-led care, and priority to infants’ health. 4) The impact of the COVID-19 pandemic on maternity care experiences, including the cancellation of translation services and limited visiting hours. DiscussionSouth Asian appreciate Hong Kong’s public maternity services due to its perceived greater cost-effectiveness. The major incongruence between expectations and services provided being women-staff communication. ConclusionThe quality of healthcare in Hong Kong is appreciated. Individualized care should be offered to cater to diverse needs. Improvements in staff attitude and provision of detailed information should help alleviate feelings of differential treatment.

Addressing disparities in rural and remote access for rheumatology practice through a transformative tele-healthcare delivery system: Experience of a large cohort of patients in eastern India.

Background We present the experience of telerheumatology consultation services carried out in an eastern state of India. Methods We did this prospective, observational study of patients with rheumatological disorders and followed through telemedicine between December 2015 and May 2019. Results During the study period, we provided teleconsultation to 3583 patients with the help of 11 201 telemedicine visits. Patients resided at a median distance of 248 (13 to 510) km from the telemedicine hub. The cumulative savings of the patients as a result of this service were ₹2.4 crore (24 million). The median travel time saved was 7 hours (30 minutes to 12 hours) per patient per visit and a median of ₹6700 was saved per visit per patient. Conclusion Sustained efforts over a long period can lead to the delivery of essential rheumatology services via telemedicine to an under-priviledged population, reduce the financial burden of the poor, and help women to access healthcare services in remote parts of low- and middle-income countries (LMICs).

Exploring Job Seeker s Experience with AI Interview in Campus Recruitment

AI technology has been applied to human resource selection and interviewing, especially in campus recruitment in industries with greater employment demand, such as consumer goods manufacturing, sales and finance. Currently, research has been carried out on the experience of individual AI services, but there is insufficient study of the experiences of candidates who have actually participated in AI interviewing on campus. Using the rooted theory of the research path, interviewed 9 candidates involved in AI interviews in the course of campus, the result found that the candidates are not satisfied with the experience, the respondents have a poor overall sense of experience, and a lower willingness to continue to participate in an AI interview. Based on the above, the study proposes AI experience perception model for candidates recruited on campus. By understanding job seeker experiences, we can improve the effectiveness and fairness of AI interviews in campus recruitment.

Health professional retention in underserved areas: findings from the National Health Service Corps Loan Repayment Program participants in the United States, 2019-2021.

Health care provider retention is important for mitigating workforce shortages in underserved areas. The National Health Service Corps (NHSC) provides loan repayment for a two or three-year service commitment from clinicians to work in underserved areas. Prior studies have mixed findings as to what influences clinician retention and have focused mainly on individual-level background characteristics. We used measures of NHSC clinicians' work environment during their service experience, in addition to background characteristics, to identify patterns of experiences, and assess whether these patterns were associated with post-service intentions. We observed that technical assistance and job resources were more influential on clinicians' intentions, compared to individual- or community-level characteristics. Organizations with efficient and supportive work environments may help retain clinicians in underserved areas.

Attitudes of Emergency Department Staff Toward Individuals Who Have Attempted Suicide and Associated Factors.

To determine the attitudes of emergency department (ED) staff toward people who have attempted suicide and the factors associated with these attitudes. This study was conducted between January and February 2023 and included 147 participants working in an ED in a city in Türkiye. Data were collected using a personal information form and the Attitude Scale Towards Attempted Suicide Cases for Evaluating Emergency Medical Teams (ASETSA). Participants' mean years of experience in emergency services was 4.63 years (SD = 3.97 years) and mean perceived level of competence in intervening in suicidal behavior was 6.08 (SD = 2.16). Total mean ASETSA score of participants was 114.68 (SD = 12.31). Factors such as marital status, educational level, profession, working unit, working shift, having received training on how to approach a person who has attempted suicide, existence of a written procedure in the department, years of ED experience, and perceived level of competence in intervening in suicidal behavior were associated with positive attitudes toward people who have attempted suicide. It is recommended that formal education curricula address how to approach people who have attempted suicide, that randomized controlled trials regarding the impact of in-service training be performed, and that studies evaluating the contribution of trainings to improvements in patient outcomes be conducted. [Journal of Psychosocial Nursing and Mental Health Services, xx(xx), xx-xx.].

Design characteristics and service experience with e-government services: A public value perspective

We propose a model that explains how e-government service design characteristics influence citizens’ service experience. Drawing on the public value perspective, we define four categories of e-government impacts and identify their corresponding design characteristics: (1) capability—accuracy and completeness; (2) interactions—accessibility and self-service capability; (3) orientation—user support and personalization capability; and (4) value distribution—privacy protection. We propose that citizens’ perceptions of the design characteristics affect four core technology beliefs—i.e., performance expectancy, effort expectancy, facilitating conditions, and trust—that in turn affect two service experience outcomes—i.e., perceived service quality and continuance intention. We tested our model in a two-stage survey of 2623 users of two e-government services—i.e., an e-government portal and an online appointment booking service. The results showed that citizens’ perceptions of the design characteristics predict the core technology beliefs that in turn predict perceived service quality and eventually continuance intention. Further mediation analyses showed that the core technology beliefs significantly mediate the effects of design characteristics on perceived service quality, but with different patterns of full and partial mediation across the two services. These findings contribute to understanding the underlying mechanisms through which service design characteristics influence service experience. We discuss the theoretical and practical implications on e-government service design and delivery.

Exploring cognitive-behavioral drivers impacting consumer continuance intention of fitness apps using a hybrid approach of text mining, SEM, and ANN

Amidst the digital revolution, consumer wellness services have been transformed by the proliferation of health and fitness apps (HFAs). Leveraging the information systems continuance theory, this research investigates three primary cognitive and behavioral drivers involving satisfaction, attitude, and habit that impact continuance intention. It also examines the underlying antecedents of these drivers. The investigation into what shapes users' attitudes incorporates elements from the health belief model and the dual passion theory. Additionally, to determine what drives user satisfaction, the study analyzes online consumer reviews through structural topic modeling. This study utilizes a combination of topic modeling, PLS-SEM, and Artificial Neural Network (ANN) analysis for development and validation of conceptual model. After conducting a survey and analyzing 367 responses via PLS-SEM, the findings indicated that harmonious passion, health consciousness, and perceived disease threat greatly influenced users' attitudes toward these apps. The results emphasized satisfaction, attitude, and habit formation as crucial determinants of continued app use. An additional key contribution to the literature was the exploration of habit as a partial mediator between attitude and satisfaction in determining continued app usage, which has remained unexplored in the HFAs context. A comparison of results between the PLS-SEM and ANN analysis showed that there is a mismatch in the rankings of security and customization on satisfaction. This implies that there are possibly hidden factors that could affect security and customization differently in real-world settings. The study concludes by offering practical recommendations for managers of HFAs to enhance consumer service experiences and drive continuance intention.

"I was given PrEP, but had no privacy": Mystery shopper perspectives of PrEP counseling for adolescent girls and young women in Kisumu County, Kenya.

Pre-exposure prophylaxis (PrEP) is being scaled up to prevent HIV acquisition among adolescent girls and young women (AGYW) in Eastern and Southern Africa. In a prior study more than one-third of AGYW 'mystery shoppers' stated they would not return to care based on interactions with health providers. We examined the experiences of AGYW in this study to identify main barriers to effective PrEP services. Unannounced patient actors (USP/'mystery shoppers') posed as AGYWs seeking PrEP using standardized scenarios 8 months after providers had received training to improve PrEP services. We conducted targeted debriefings using open-ended questions to assess PrEP service provision and counseling quality with USPs immediately following their visit. Debriefings were audio-recorded and transcribed. Transcripts were analyzed using thematic analysis to explore why USPs reported either positive or negative encounters. We conducted 91 USP debriefings at 24 facilities and identified three primary influences on PrEP service experiences: 1) Privacy improved likelihood of continuing care, 2) respectful attitudes created a safe environment for USPs, and 3) patient-centered communication improved the experience and increased confidence for PrEP initiation among USPs. Privacy and provider attitudes were primary drivers that influenced decision-making around PrEP in USP debriefs. Access to privacy and improving provider attitudes is important for scale-up of PrEP to AGYW.

The construction of “criminal outsiders”: security services and whitening-securitization in higher education

This article examines students’ experiences of security services on university campuses. Drawing on semi-structured interviews and a national survey of UK students, we demonstrate that students’ perceptions of safety often rely on excluding non-student “outsiders” and “criminals” from campus. We argue that neither the figure of “the outsider” nor “the criminal” is race-neutral. Thus, the exclusionary impulses held by students and institutions legitimize securitization practices that disproportionately impact racially minoritised students. On the one hand, these practices (re)produce the deep-rooted association between Blackness and criminality. On the other, they (re)produce the whiteness of the university. We conceptualise whitening-securitization to underscore the previously overlooked role of security services in maintaining whiteness and perpetuating institutional racism. In so doing, we argue for a more comprehensive conceptualization of institutional racism in higher education than that found in existing literature, one that considers the peripheral, more informal spaces where racism is sustained.

People with dementia and family carers are welcoming of a model of dementia palliative care, but sceptical of its implementation.

A palliative care approach can improve quality-of-life for people with dementia. It is the preference of many people with dementia to remain living at home until death, with the appropriate care. To develop a successful model for dementia palliative care in the community, it is essential to assimilate the perspectives and experiences of those affected. The guiding research question for this study was: What are people with dementia and family carers' views on a model for dementia palliative care?. Focus groups (n = 3) were conducted with bereaved or current family carers (n = 11), and people with dementia (n = 2). Discussions centred around a proposed model of dementia palliative care. These were transcribed and analysed using thematic analysis. Three main themes were identified: living and dying well with dementia; reducing carer burden to fulfil the wish for home care; and lack of faith in the healthcare system. One statement which summarised the analysis was: "Dementia palliative care is a dream, but not a reality." This reflected participants' repeated "wish" for this "ideal" model of care, but simultaneous scepticism regarding its implementation, based on their prior experiences of healthcare services. All participants were welcoming of the proposed model for dementia palliative care and were generally positive about palliative care as a concept relating to dementia. There was consensus that the model would allow people to live and die well with dementia, and reducing the carer burden would fulfil the wish to remain at home. However systemic changes in the healthcare system will be needed to facilitate a truly person-centred, holistic, individualised and flexible model of care.