Service Experience Research Articles

How Brand Differentiation Influences Product Pricing Strategy Choices

In the context of increasingly fierce market competition, brand differentiation has become a key factor for companies seeking breakthroughs. Given the diversification of consumer demands and the growing issue of product homogeneity, brand differentiation is particularly crucial. It not only enables a company to stand out among competitors but also profoundly influences product pricing strategies. Brand differentiation involves more than just image shaping; it requires developing measures that align with a company's actual situation to enhance competitiveness. By creating a unique brand image, offering personalized product features, and delivering exceptional service experiences, companies can cultivate strong consumer identification and loyalty. Therefore, brand differentiation can help companies maintain a competitive position in intense industry competition. If competitors adopt a pricing cut strategy, companies with differentiated brands can maintain or increase price levels by offering value-added services or strengthening their brand image, avoiding price wars. Consequently, when formulating market strategies, companies should emphasize the construction and utilization of brand differentiation to achieve better market performance and economic benefits.

To Calm and to Commend: Veterans' Musical Preferences Anticipating End of Life.

Since World War 1, physicians have noted the calming effects of music for military personnel experiencing "shell shock," Post Traumatic Stress Disorder (PTSD), or stress. Researchers have documented that stress or PTSD-like symptoms re-emerge for veterans at the end of life, triggered by hospital-like settings, co-occurring conditions, and debilitation. Dying veterans also face integration of their service and combat experiences into summations of their lives. In response, there has been a national movement for bedside ceremonies, often with music, to honor veterans. The project elicited veterans' musical preferences for calming and for music for honor services, using non-hospitalized veterans as surrogates for veterans in hospice. Respondent-driven sampling protected confidentiality and likely resulted in participants being representative of US veterans in terms of ethnicity, gender, and military branch. Recruitment materials contained all elements of informed consent, with consent collected in the introduction to the online survey. The survey had embedded links to musical performances, as well as write-in musical choices, and allowed US veterans from the Army, Air Force, Marines, and Navy to note their preferences both for music that was calming and music to be used in honor ceremonies. Online queries also asked about stress during service, usual coping strategies for stress, and current or past symptoms of PTSD. Links to hot lines were provided. The study was approved by the University of Arizona Institutional Review Board. Listening to music was the most prevalent of the 20 coping mechanisms for stress in this sample of 30 veterans. Musical preferences were stable across age groups. For calming, music at resting heartbeat rhythms was chosen. Music from early adulthood or from the timelessness of the classics was selected most often. Modern music with lyrics has themes of duty, affirmation, gratitude, and relief. The nearly universal soothing effects of lullabies were recognized. For music for honor ceremonies, desires were often independent of the military branch. Patriotic songs, or songs recognizing multiple service branches, or with themes of peace and affirmation were more often chosen than music from a particular service branch. Listening to music is a frequent coping strategy for veterans. While themes representing classical music choices are readily available in anthologies, other music chosen by this sample is not; the veterans' preferred music is rarely found in compilations of popular, movie, and TV music. Hospice and hospital intakes that document and communicate veterans' musical preferences to music therapists and therapeutic musicians may better support service men and women. Further research may examine veterans' preference for live or recorded music at end of life given the importance of meaning-making and the presence of others documented in the literature.

Tourists’ willingness to adopt government-led smart tourism platforms: A mixed-methods study

The diversity of demands in the mass tourism market together with the complexity of innovative technologies makes promoting smart tourism a challenge. In recent years, government-led smart tourism platforms have become a representative product of smart tourism in China, but tourists do not seem ready to embrace innovative products. The current research adopted a mixed-methods approach by employing a decision-making trial and evaluation laboratory method followed by a survey-based study to explore key factors driving Chinese tourists’ adoption of government-led smart tourism platforms. The results revealed that the elements influencing tourists’ willingness to adopt are complex and include tourists’ innovativeness, performance expectancy, perceived cost, perceived risk, and perceived playfulness. Among them, tourists’ innovativeness showed a positive impact on tourists’ willingness to adopt through the mediation effects of performance expectancy. Meanwhile, the positive effect of performance expectancy on their willingness to adopt can be mediated by perceived playfulness. The findings enhance our understanding of which factors impact tourists’ adoption theoretically thereby practically helping the government provide better tourism service experiences in both online and offline contexts.

Direct and vicarious administrative burden: Experiences of UK public services as Homes for Ukraine host

Abstract This article shows, through a study of hosts’ experiences of the UK’s Homes for Ukraine scheme, the ways in which sponsoring refugees can impose burdens on sponsors by virtue of the state’s administrative processes. Specifically, it shows how sponsors incur learning, compliance, and psychological costs from administrative burdens and that these burdens are encountered both directly, through their own engagements with public bodies, and vicariously, through the experiences of their guests. The article thus makes a significant contribution to the understanding of the ground-level experience of refugee sponsorship while also expanding the burgeoning theory of administrative burden by demonstrating the relevance of burdens experienced vicariously.

Exploring the symmetric and asymmetric effects of mobile wallet service experience on brand loyalty in India: evidence from SEM and fsQCA

Exploring the symmetric and asymmetric effects of mobile wallet service experience on brand loyalty in India: evidence from SEM and fsQCA

Severe out-of-hospital hemorrhagic shock: experience of the first helicopter emergency medical service equipped for transfusions in Andalusia

Severe out-of-hospital hemorrhagic shock: experience of the first helicopter emergency medical service equipped for transfusions in Andalusia

Mothers' experiences living with diastasis recti abdominis - an interview study.

Diastasis recti abdominis (DRA) is a common postpartum condition. Knowledge is scarce on how mothers perceive living with DRA. The interaction between healthcare providers and patients plays a significant role in shaping the healthcare service experience. Women suffering from typical women's diseases tend to experience not being taken seriously or listened to when seeking healthcare. The aim of this study was to explore mothers' experiences living with DRA. Semi-structured individual interviews were conducted with six Norwegian mothers, age 32-41, presenting with a clinically significant DRA. Topics discussed were how the condition is experienced, how it affects different aspects of day-to-day life and experiences with healthcare services. The data was analyzed using systematic text condensation. DRA had an impact on everyday life among the mothers included in this study. Three major themes emerged: (I) The path to obtaining knowledge and understanding of DRA, (II) DRA - intertwined with health issues and physical limitations and (III) A changed belly - on self-image & social interactions. The mothers experienced uncertainties and frustration when trying to learn about DRA. The limited knowledge of the condition made it hard to differentiate if the experienced symptoms were caused by presence of DRA or from other health issues. Several mothers felt misunderstood. DRA is a multifaceted condition affecting many aspects of day-to-day life in various dimensions, like physical, emotional, and social. This study contributes to a wider understanding of living with DRA, which might guide healthcare professionals in providing support for mothers with this condition.

Services for a sustainable lifestyle targeting Generation Z

This research proposes a service design named "Retrend" with the purpose of promoting sustainable lifestyles by assisting Generation Z users in discovering vintage clothing within their local communities. Through desk research and interview methods for data collection, interviews were conducted with subjects to clarify the daily life needs of Generation Z users. During the data analysis phase, this study generated three personas while examining the users' requirements. In the development stage, user journey maps and user flows were implemented and tested to identify timelines from both customer and buyer perspectives. Finally, prototypes were constructed and subjected to low-fidelity and high-fidelity testing to assess their feasibility. The findings drawn from this research indicate that Retrend effectively caters to users' motivation for purchasing eco-friendly clothes aligned with their ethical values. The Retrend service enables personalized experiences, enhances trust and transparency, guides sustainable consumption behavior, and provides an improved service experience. The practical implications lie in the fact that Retrend service can advocate for a healthy and environmentally-friendly lifestyle by providing people with various environmental knowledge and skills, monitoring real-time environmental conditions, offering social functions so that individuals can better understand the cause of environmental protection and actively participate in it, thereby jointly promoting environmental development.

Optimizing Spatial Layout of Campsites for Self-Driving Tours in Xinjiang: A Study Based on Online Travel Blog Data

Within the economic and cultural context of Xinjiang, the tourism industry has rapidly developed as a strategic pillar of the national economy, with the self-driving tour market emerging prominently. However, the uneven spatial layout and insufficient service facilities of self-driving camps limit their development potential. This study aims to enhance the attractiveness of tourism in Xinjiang and improve the visitor service experience by constructing an evaluation system for the layout of self-driving camps based on online travel blog data, utilizing methods such as literature review, surveys, ArcGIS spatial analysis, and web text analysis. The Delphi method and entropy weight method were applied to determine the weights of the influencing factors. The findings reveal spatial imbalances in the layout of Xinjiang’s self-driving camps and propose eight preferred scenic areas for camp location. This study also suggests sustainable development strategies. These insights and recommendations aim to optimize the layout of self-driving camps, enhance the tourism experience, and promote the sustainable development of Xinjiang’s tourism industry.

Map retrieval intention recognition based on relevance feedback and geographic semantic guidance: For better understanding user retrieval demands

Effective retrieval is essential for finding resources in demand handily amidst extensive data records in data warehouse. Mainstream map retrieval methods suffer from intention gap problem and are incapable to describe sophisticated user demands precisely due to the limits of low- and middle-level text or visual feature matching, resulting in unsatisfactory retrieval results. Such limitations are more marked when map retrieval demands were characterized with joint constraints of geographic concepts. To address this issue, we propose a map retrieval intention recognition method to perceive user demands with relevance feedback samples and geographic semantics guidance. Specifically, we construct a hierarchical intention expression model to describe retrieval goals and their multi-dimensional attribute constrains; incorporate geographic ontologies to provide semantic guidance and facilitate recognition; utilize the frequent itemset mining (FIM) algorithm Apriori to generate intention candidates from relevance feedback samples, and search for the optimal intention set by adopting the minimum description length (MDL) principle. The experiments verify the effectiveness of Apriori algorithm and MDL principle on intention recognition. The proposed method outperforms the FIM algorithm Gene Ontology (RuleGO) and the Decision Tree algorithm with Hierarchical Features (DTHF) with higher recognition accuracy and noise tolerance. Furthermore, through our sample augmentation strategy, the method yields promising recognition accuracy even when the feedback sample size is as low as ten, substantially reducing the feedback burden in human-computer interactions. We envision that the application of our method in spatial data infrastructures (SDIs), such as geoportals and catalogue services, could enhance the quality of service and user experience in geospatial data discovery.

Understanding weight management in adult secure mental health services: findings from a mixed-methods study in Northern England

PurposeObesity and associated morbidity and mortality are major challenges for people with severe mental illness, particularly in secure (forensic) mental health care (patients who have committed a crime or have threatening behaviour). This study aims to explore experiences of weight management in secure mental health settings.Design/methodology/approachThis study used a mixed-methods approach, involving thematic analysis. A survey was delivered to secure mental health-care staff in a National Health Service (NHS) mental health trust in Northern England. Focus groups were conducted with current and former patients, carers and staff in the same trust and semi-structured interviews were undertaken with staff in a second NHS mental health trust.FindingsThe survey received 79 responses and nine focus groups and 11 interviews were undertaken. Two overarching topics were identified: the contrasting perspectives expressed by different stakeholder groups, and the importance of a whole system approach. In addition, seven themes were highlighted, namely: medication, sedentary behaviour, patient motivation, catered food and alternatives, role of staff, and service delivery.Practical implicationsSecure care delivers a potentially “obesogenic environment", conducive to excessive weight gain. In future, complex interventions engaging wide-ranging stakeholders are likely to be needed, with linked longitudinal studies to evaluate feasibility and impact.Originality/valueTo the best of the authors’ knowledge, this is the first study to involve current patients, former patients, carers and multidisciplinary staff across two large NHS trusts, in a mixed-methods approach investigating weight management in secure mental health services. People with lived experience of secure services are under-represented in research and their contribution is therefore of particular importance.

Exploration of Dementia Help Seeking Behaviours Amongst UK South Asian Communities: A Systematic Review

In the UK, 25,000 people from ethnic minority background live with dementia. Although dementia associated risk factors are common amongst South Asians, they tend to present at services later and when in crisis. This review explores UK South Asian communities perception of dementia to understand factors impacting their decision to seek help. Search terms assisted by the PICO strategy were inputted into five databases and ten qualitative papers identified. Meta-ethnography methodological framework was implemented for analysis. Four overarching understandings were identified: unfamiliarity with dementia (related to carers initial interpretation of dementia symptoms as normal ageing), cultural expectations to provide care (influenced by communities believes), services not being able to meet cultural needs impacted carers from seeking help and protective factors (religion and community belonging appear to help carers manage their needs). Carers decisions to seek help from dementia services were often influenced by cultural norms and negative experiences of services. They, consequently, turned to alternative approaches to best suit meet their needs. Understanding South Asian’s carers dementia help seeking behaviour would help services adapt and cater appropriately for service users’ needs.

'I'm still su!c!dal when you're done with the paperwork': an inductive framework thematic analysis of #camhs on TikTok.

Young people are sharing their experiences of Child and Adolescent Mental Health Services (CAMHS) in the United Kingdom on TikTok. Little is known about the content of these videos and their influence on young people's attitudes towards seeking professional mental health support. This study explored how CAMHS is represented in a sample of 100 #camhs TikTok videos using participatory inductive framework thematic analysis. Four themes were developed alongside young people as co-researchers: (a) CAMHS can be frustrating and unhelpful, but sometimes life-saving, (b) Young people can feel their distress is invalidated by CAMHS, (c) CAMHS makes young people feel responsible for their distress, and (d) Young people may not feel CAMHS professionals are trustworthy. Video content described dismissive responses to expressions of suicidal ideation, professional knowledge being privileged over lived experience, and breaches of confidentiality. Some shared positive experiences of CAMHS helping to keep them safe. Together, the themes reflect a representation of CAMHS as a service where adults are powerful and young people occupy a subjugated position. This may influence young people's professional help-seeking behaviour. Recommendations for clinical practice and future research are presented.

Predictors and experiences of seeking abortion services from pharmacies in Nepal.

Abortion was legalized in Nepal in 2002; however, despite evidence of safety and quality provision of medical abortion (MA) pills by pharmacies in Nepal and elsewhere, it is still not legal for pharmacists to provide medication abortion in Nepal. However, pharmacies often do provide MA, but little is known about who seeks abortions from pharmacies and their experiences and outcomes. The purpose of this study is to understand the experiences of women seeking MA from a pharmacy, abortion complications experienced, and predictors for denial of MA. Data was collected from women seeking MA from four pharmacies in two districts of Nepal in 2021-2022. Data was collected at baseline (N = 153) and 6 weeks later (N = 138). Using descriptive results and multi-variable regression models, we explore differences between women who received and did not receive MA and predictors of denial of services. Most women requesting such pills received MA (78%), with those who were denied most commonly reporting denial due to the provider saying they were too far along. There were few socio-demographic differences between groups, with the exception of education and gestational age. Women reported receiving information on how to take pills and what to do about side effects. Just under half (45%) of women who took pills reported no adverse symptoms after taking them and only 13% sought care. Most women seeking MA from pharmacists in Nepal are receiving services, information, and having few post-abortion symptoms. This study expands the previous limited research on pharmacy provision of MA in Nepal using a unique dataset that recruits women at the time of abortion seeking and follows them over time, overcoming potential biases present in other study designs. This suggests that expansion of the law to allow pharmacy distribution would increase accessibility and reflect current practice.

Architecture from an Alternative Power

In a revolution, governors can no longer govern, and the governed refuse to be so. In this sense, the experience of the Portuguese Local Support Service (Serviço de Apoio Ambulatório Local—SAAL) epitomizes the national revolution of 1974–5, allowing poor city workers to reclaim the right to housing and the city. This essay discusses the Catujal Workers Estate, built in this context, in Loures (Lisbon Region) with a plan by the brigade led by architect Francisco Pires Keil do Amaral. Most information is derived from the reports and drawings of the original SAAL intervention, with the aim of presenting an observation of this case and trying to highlight the process of cooperation that linked those designing the habitat with those who were to live in it.

Knowledge and Access to Information and Communication Technologies (ICTs) services among Research Faculties of CCS HAU, Hisar

The study was carried to determine the knowledge and access of ICTs services among the research faculties of CCS Haryana Agricultural University, Hisar. All the colleges of university were selected. Data were collected personally from 120 research faculties selected by simple random sampling technique through a structured questionnaire and analyzed with the help of appropriate statistical tools by using 26 version (SPSS). The findings revealed that majority of the respondents were male having age between 37-47 years with PhD with NET having service experience of 6-10 years belonged to nuclear type of family and had medium family educational status. Knowledge and access regarding MS office and online ICT applications was medium to high among majority of the respondents. Moreover, knowledge and access regarding internet were medium to low while knowledge and access regarding scientific portal/website/tools was found low among respondents.

Do AI-powered digital assistants influence customer emotions, engagement and loyalty? An empirical investigation

PurposeDigital voice assistants (DVAs) are revolutionising consumers’ interactions with technology and businesses. Whilst research on the adoption of these devices is rapidly expanding, few have explored post-adoption behaviour. To fill this gap, we investigate how functionality and human-like features shape customers’ emotions, engagement and loyalty towards DVAs.Design/methodology/approachThe data were collected through a self-administered online survey from 509 DVA users. Structural equation modelling was employed for data analysis.FindingsThe results reveal that distinct human-like and functional factors of DVA independently explain customers’ positive emotions and engagement with DVAs. Positive emotions and engagement significantly impact customer loyalty to DVAs. The study shows that localisation of DVAs has a significant positive moderating influence on the service experience-customer engagement relationship but a negative moderating influence on the anthropomorphism-customer engagement relationship.Originality/valueUnlike previous research, this study contributes to the literature by delving into post-adoption phenomena. It explains how DVAs’ human-like and functional attributes drive customers’ positive emotional responses, engagement and loyalty towards DVAs. The findings not only unveil new insights into the moderating role of localisation but also provide a crucial understanding regarding the boundary conditions of the influence of anthropomorphism and service experience on customer engagement.

Αναπαραστάσεις εκπαιδευτικών για τη γλωσσική εκπαίδευση μαθητών/τριών με προσφυγικό υπόβαθρο

This research aims to contribute to the debate on the need for an intercultural-inclusive school by focusing on the perceptions of teachers working in public schools regarding the language education of children with refugee background. Data was collected using a questionnaire distributed online to 54 teachers who taught in classes with refugee students during the school year 2021-2022. Descriptive statistical analysis techniques and inferential statistical analysis techniques (x²) were chosen for data analysis. The findings summarize the teachers' positive attitude towards refugee students, while highlighting their perceptions about the obstacles and suggestions for more effective learning of Greek. Finally, an attempt is made to record the variations in the teachers' responses in relation to the variables such as service experience and educational level.

Exploring Service Accessibility and Quality for Differently-Abled Students: A Qualitative Analysis at a South African University of Technology

This qualitative study investigates the service experiences of differently-abled students within the Financial Aid Department of a prominent South African University of Technology. Employing a semi-structured interview schedule aligned with the Service Quality model (SERVQUAL), five dimensions—tangibles, assurance, empathy, reliability, and responsiveness—are explored. The study unveils the significant challenges students face, including issues related to the location and accessibility of the department, staff approachability, and the reliability of communication systems. The discussion section draws on relevant literature to synthesise the findings, providing comprehensive insights into the intricacies of service delivery for differently-abled students. The study concludes with actionable recommendations for enhancing service quality and inclusivity, addressing the unique needs of this student demographic in the evolving landscape of South African higher education.

Online Medicine Application with Personalized Blockchain Wallet and AI-Based Doctor Consultation System

The "Online Medicine Application with Personalized Blockchain Wallet and AI-based Doctor Consultancy System" presents a visionary approach to address the evolving healthcare landscape by integrating cutting-edge technologies. This initiative encompasses an intuitive online medical application facilitating seamless healthcare service access, alongside a secure and personalized blockchain wallet for confidential health record management. Additionally, it features an AI-driven doctor consultancy system for intelligent diagnosis and treatment recommendations. Emphasizing digital transformation, accessibility, and data security, the project aims to enhance healthcare convenience and patient-centricity. Successful implementation promises to revolutionize healthcare delivery, empowering individuals while addressing regulatory challenges. This report delineates the project methodology, utilized technologies, system architecture, data privacy measures, implementation phases, and testing processes. Moreover, it discusses user training, support strategies, deployment plans, and future directions. By amalgamating these components, the project endeavours to redefine healthcare accessibility and quality, transforming the delivery and experience of healthcare services. Keywords: Blockchain Healthcare, Medical Records Security, Medication Catalog, Personalized Blockchain Wallet, AI Chatbot, Smart Contracts, Patient Privacy