Service Experience Research Articles

Wisdom and the Bible in Teaching-Learning through Global Service Experiences.

The authors, who are nursing faculty members and leaders at a faith-based institution of higher education, discuss their concept of wisdom and how it guides their teaching and practice. Wisdom is seen by them as a universal humanuniverse living experience that is inspired and cocreated with their faith and understanding of God with others. They apply the concept of wisdom in global service experiences that their institution supports. These experiences strengthen their inherent core whatness as they cocreate what is important in the moment while participating in teaching-learning.

Improving Outcomes for Regional Families in the Early Years: Increasing Access to Child and Family Health Services for Regional Australia.

Providing child and family health (CFH) services that meet the needs of young children and their families is important for a child's early experiences, development and lifelong health and well-being. In Australia, families living in regional and rural areas have historically had limited access to specialist CFH services. In 2019, five new specialist CFH services were established in regional areas of New South Wales, Australia. The purpose of this study is to understand the regional families' perceptions and experiences of these new CFH services. A convergent mixed-methods design involving a survey and semi-structured interviews with parents who had used the service was used for this study. Data collected include demographics, reasons for engaging with the service, perception, and experience of the service, including if the service provided was family centred. Triangulation of the quantitative and qualitative analysis uncovered three main findings: (i) The regional location of the service reduced the burden on families to access support for their needs; (ii) providing a service that is family-centred is important to achieve positive outcomes; and (iii) providing a service that is family-centred advances the local reputation of the service, enabling a greater reach into the community. Providing local specialist CFH services reduces the burden on families and has positive outcomes; however, providing services that are family-centred is key.

Customer experience of video teller machine service: drivers and behavioural outcomes

PurposeWe respond to the existing gaps regarding the drivers and outcomes of customer experience quality in the context of bank marketing by examining the interrelationships between distinct dimensions of VTM service quality, customer experience quality and customer loyalty.Design/methodology/approachThis research follows the Stimulus-Organism-Response theory to examine the antecedents and behavioural outcomes of customer experience quality during their journeys with video teller machine (VTM) services in the banking industry (also known as LiveBank or SmartBank). First, we conducted in-depth interviews with 34 bank customers to develop distinct measurement scales for customer experience quality and VTM service quality. A structural equation model linking six dimensions of VTM service quality, including tangibles, interaction quality, empathy, reliability, user’s friendliness and efficiency with the affective-sensory and intellectual values of customer experience quality and customer loyalty to VTM service is tested using data obtained from 405 individual customers.FindingsThe findings reveal that tangibles, interaction quality, reliability, user-friendliness and efficiency contribute to customer experience quality, which, in turn, drives customers’ intention to use VTM again. This research provides crucial theoretical background and practical implications to accelerate the penetration of VTM among bank customers and hence, foster financial inclusion among societies.Originality/valueThis paper presents the first research that empirically employs the value-based approach to measure customer experience quality in the banking service industry and examine its linkages to service quality and customer loyalty. Moreover, given the emergence of VTM, this is also among the pioneering studies which validate measurement scales for VTM service quality. This could be either reused or revisited for further research about VTM. Overall, our study contributes to the literature about customer retention in the banking service industry from not only the customers’ backwards-looking evaluations of service performance (i.e. service quality) but also their forward-looking evaluations (i.e. their own experience).

The Impact of Wellness Tourism Experiences on the Quality of Life of Tourists in Vietnam

The research clearly defines the concept of "wellness tourism" and introduces the concepts of "service experience," "perceived value," "experiential satisfaction," and "quality of life" of tourists to illustrate the current situation of tourism in Vietnam and establish a foundation for the development of wellness tourism. Through a survey of 503 domestic and international tourists, the authors demonstrate the positive impact of factors such as "personal experience" and "value motivation" on "customer satisfaction" and "improvement in quality of life" among participants in wellness tourism experiences. Furthermore, the study reveals that the majority of Vietnamese people are highly interested in and desire to improve both their physical and mental health, as domestic tourists tend to spend more and dedicate more time to wellness tourism compared to international tourists. Based on the research findings, the authors provide specific recommendations and solutions for tour operators offering wellness tourism services in Vietnam, as well as for the government in general, aiming to enhance the tourist experience and further develop this promising tourism sector in Vietnam in the future.

An Analysis of Service Experience And Perceived Value Influence on Patient’s Satisification At Regional Public Hospitals In South Sulawesi Province

Background: The service experience and perceived value that occurs in every interaction between patient and service provider will influence the patient’s satisfaction. This study aims to analyze the effect of service experience and perceived value on patient’s satisfaction at Regional Public Hospitals in South Sulawesi, Indonesia. Methods: The method used in this study was cross sectional by distributing questionnaires to 270 outpatients and 266 inpatients as respondents. Sampling was carried out by using proportional stratified random sampling technique from each participating hospital. Data were analyzed using multiple linear regression tests. Results: The results showed that service experience had an effect on patient’s satisfaction in inpatient care [β=0.598, t=3.163; p=0.002] and in outpatient care [β=0.13, t=2.89; p=0.004]. Perceived value had an effect on patient’s satisfaction in inpatient care [β=0.323, t=1.709; p=0.04] and in outpatient care [β=0.108, t=2.391; p=0.017]. Conclusion: Service experience and perceived value impact patient satisfaction.

Sexual health services for adolescents on Reunion Island: results from a descriptive interview-based study

ObjectivesTo describe the experiences of sexual health services available for adolescents aged 15–19 years on Reunion Island.DesignA qualitative descriptive study was conducted from 3 December 2022 to 24 October 2023....

Research on the relationship between nurses’ emergency public health response capacity and workplace resilience: A cross-sectional study

ObjectiveThis study aimed to investigate the factors influencing nurses’ ability to respond to public health emergencies and understand the relationship between nurses’ ability to respond to emergencies and workplace resilience. MethodsA cross-sectional study of 361 nurses from military hospitals was conducted from January 18 to September 6, 2022, using an online survey. The Infectious Diseases Emergency Response Capacity (IDERC) questionnaire and the Workplace Resilience Scale (WRS) were utilized, and sociodemographic information was also collected. Data were analyzed using descriptive statistics and frequency analysis. Differences between groups were identified by one-way analysis of variance, and linear regression was used to analyze the main factors influencing the infectious emergency response capacity. ResultsThe average infectious emergency response capacity score on the IDERC questionnaire and workplace resilience, measured by WRS, were 4.01 (SD = 0.76) and 3.85 (SD = 0.71), respectively, on a scale of 1–5, indicating high performance. Factors such as degree of education, nurses’ service years and experience in epidemic prevention participation were found to be the main influencing factors of the score of IDERC. The level of workplace resilience showed a positive correlation with the capacity to respond to infectious disease, the score of WRS and the service year accounted for 63.6% of the variance in emergency response capabilities. ConclusionThe results indicate an urgent need to strengthen the training of nurses with lower degree of education, shorter service years, no prior work, or no experience of epidemic prevention participation, and hospitals should also prioritize improving nurses’ workplace resilience through targeted interventions, enhancing their abilities in infectious disease prevention, preparation, first aid, and subsequent critical patient care.

Towards a framework for successful metaverse adoption in Small and Medium-sized Enterprises: An exploratory study

The digital transformation of our physical lives, driven by cutting-edge technologies like AI, 5G, and Extended Reality, is rapidly unfolding through the metaverse. This study investigates the factors influencing the adoption intention of the metaverse and its impact on small and medium-sized enterprises (SMEs) performance, employing the technology-organization-environment (TOE) framework. A cross-sectional analysis involving 173 owners/senior managers of SMEs in Canada was conducted to develop a conceptual model. Exploratory factor analysis and Cronbach’s alpha were employed to assess the questionnaire’s validity and reliability. Correlation, regression analysis, and Baron and Kenny’s method were used to evaluate relationships and mediation effects. The findings revealed seven significant factors influencing SMEs’ metaverse adoption intention. Notably, anxiety, security, and privacy did not impact adoption intention. Conversely, a positive correlation emerged between metaverse adoption intention and SME performance. The study demonstrated that metaverse adoption intention fully mediated the relationship between predictors and performance, with the indirect effect moderated by relationship qualities (RQs) like service experience and customer engagement. These insights provide decision-makers with valuable guidance for prioritizing essential factors crucial for successful metaverse technology implementation in SMEs.

Career paths of multiple jobholders: employers' perspectives and employees' experiences in retail and food service

PurposeMultiple jobholding (MJH) is assumed to be a growing phenomenon due to working life changes. This study presents new knowledge on the MJH career paths, from the perspectives of both employers and employees.Design/methodology/approachThe qualitative interview study was focused on retail trade and restaurant and food service industries in Finland, where MJH is a quite common work arrangement compared to other European countries. The data were analyzed with the concepts of the chaos theory of careers and with an abductive thematic content analysis.FindingsAccording to the results, several events and intertwined factors may lead individual careers gradually to MJH. Changing personal and family situations and leisure time needs attracted the careers towards MJH. MJH was not only a financial necessity to employees, but it also served their flexibility interests. The interviewed employers applied flexible non-standard employment arrangements mainly due to rapidly varying labor needs established in the industries. It was important for them to strengthen the non-standard core employees' sense of belonging to the work community. However, employees with work ability challenges were in risk to end up in peripheral positions at the labor market.Originality/valuePrevious research on multiple jobholding has not combined employers’ perspectives of MJH to employees’ experiences of career paths.

Adolescent boys’ experiences of mental health and school health services - an interview study from Norway

BackgroundMental health problems among adolescents is a global challenge. During the transition to adolescence, physiological, psychological, and social changes occur, leading to increased vulnerability. Thus, adolescent boys are less likely to seek help for mental health problems, which makes them an undetected group. The aim of this study was to gain a deeper understanding of adolescent boys’ experiences of mental health and school health service.MethodsAn inductive, qualitative design was chosen using three focus group interviews and three individual interviews. The study included 18 adolescent boys in 7th grade, in a school located in a medium-sized municipality in Norway. The interviews were analysed with qualitative content analysis. The consolidated criteria for reporting qualitative research (COREQ) were followed in this study.ResultsThe overall theme “barriers towards seeking help”, and three categories— navigating stigma and privacy concerns; perceptions of self-responsibility; and lacking knowledge of mental health problems and help-seeking—described the adolescent boys experiences. The awareness and willingness to seek help were present, but there are barriers preventing the adolescent boys from acting on that willingness.ConclusionsLack of knowledge and a non-permissive culture for mental health problems among adolescents contributes to decreased help-seeking behaviour among adolescent boys. The school health service is the most related health service for adolescents and should focus on being available and strengthening empowerment and mental health literacy through the development and implementation of interventions to promote mental health.

Brand Churn A Significant Percentage of Customers Leaving for Competitors

Abstract: Brand churn, characterized by a significant percentage of customers leaving for competitors, poses a substantial challenge for businesses across industries. To understand the underlying factors contributing to brand churn and devise effective retention strategies, a survey questionnaire method was employed. The questionnaire was designed to gather insights into customers' reasons for switching brands, their perceptions of competitor offerings, and their preferences for brand loyalty incentives. A diverse sample of respondents representing various demographic segments and purchasing behaviours was targeted to ensure comprehensive data collection. The survey findings revealed key drivers of brand churn, including dissatisfaction with product quality, pricing competitiveness, and customer service experiences. Additionally, insights into customers' perceptions of competitor brands and the effectiveness of loyalty programs in retaining customers were garnered. The results of this survey provide valuable insights for businesses seeking to mitigate brand churn by addressing customer needs and preferences effectively. By implementing targeted retention strategies informed by these findings, businesses can enhance customer loyalty, reduce churn rates, and maintain a competitive edge in the marketplace.

Lessons Learned: A Qualitative Study of Service Delivery and Experiences in Local Youth Workforce Programs

Lessons Learned: A Qualitative Study of Service Delivery and Experiences in Local Youth Workforce Programs

Survey-based investigation of sports and leisure horse owners' approaches to, and expectations of, equine veterinary care.

Client satisfaction depends on the balance between expectations and service experience. Previous research identified seven aspects of equine veterinary professional conduct that are important for client satisfaction: quality of care, quality of service, horsemanship, transfer of knowledge, financial aspects, interpersonal skills and professionalism. By employing a cross-sectional study design through a survey-based investigation, horse owners' initial contact preferences and their perceptions of the importance of various aspects of veterinary care in different scenarios were explored. Categories included professional versus amateur and competitive versus non-competitive horse owners. Quantitative data analysis was performed. Data from 1153 participants revealed that horse owners promptly contacted veterinarians for colic (92.7%) but delayed for lameness (51.8%) and pre-purchase examinations (63.0%). Overall, quality of care emerged as the most important aspect of veterinary care for horse owners, with financial aspects considered least important. Competitive and professional horse owners prioritised financial aspects and professionalism, whereas non-professional and non-competitive horse owners prioritised quality of care and interpersonal skills (p<0.005). Survey distribution relied on a snowball effect, internet access was necessary and the study exclusively represents the Western equine community. Potential bias should be acknowledged. The perceived importance of various aspects of veterinary care varies depending on the nature of the consultation and the horse owner type. Tailoring veterinary services can improve client satisfaction by aligning with diverse expectations.

Designing Empathetic Service Experiences Using Storytelling Approach: A Case Study

Storytelling is a well-known technique to emphasize emotions. This paper explores the integration of storytelling techniques into service design to cultivate empathetic service experiences. Emphasizing the significance of emotional connection in social service contexts, we designed services for Adolescents Living with HIV (ALHIV) in India. Due to a lack of awareness and social stigma, ALHIV are unable to make timely and responsible life decisions around intimacy and HIV status disclosure. We designed services that disseminate essential information and enable ALHIV to make informed life decisions. The solution is an interactive story media where users make decisions around in-design encounters that parallel with possible real-life encounters. As a result, they get to explore multiple possibilities in a safe space, leading to improved real-life decision-making. This paper demonstrates the replicable framework of orchestration of human and technology touchpoints through multiple dynamic and choice-based scenarios. The study examines the synergy between service design and narrative frameworks. Through a detailed case study, the research underscores the pivotal role of storytelling in fostering genuine user engagement by infusing empathy-driven narratives into service encounters. Overall, this research contributes a novel perspective on designing empathetic services, demonstrating the role of storytelling in crafting meaningful service experiences.

Users’ Experiences of Algorithm-Mediated Public Services: Folk Theories, Trust, and Strategies in the Global South

Despite the increasing prevalence of algorithm-mediated public services, there continues to be a limited understanding of citizens’ perspectives on this matter, particularly in the Global South. This study explores citizens’ experiences as users and affected stakeholders of algorithm-supported decision-making. From a qualitative perspective, we conducted and analyzed face-to-face interviews (N = 27) in Santiago, Chile. From the standpoint of folk theories as behavior guides, we identified that people tend to associate AI and algorithms with expanding the State’s monitoring, organizing, and decision-making capacity. At the same time, they express a prevailing sense of trust, but with certain boundaries. This trust is influenced by factors, such as a belief in AI’s future promise, a need for human mediation, and limitations related to structural inequalities. These findings underscore the responsibility placed on technology developers and public policymakers, emphasizing the importance of adopting an intersectional and position-based approach to AI design.

Optimization of Teachers' Verbal Communication Rhetoric in Improving the Quality of Education Services

Objective: This study aims to explore the important role of teachers' verbal communication in improving the quality of educational services and creating a conducive learning environment. Methods: Using a blended research design with a sequential exploratory approach, this study investigates how effective verbal communication from teachers can create interactive and motivating learning environments. Qualitative data from interviews and quantitative data from observations were analyzed to assess the impact of teachers' communication practices. Research Findings and Discussion: This research reveals that effective verbal communication, including stylistic variations and constructive feedback, significantly contributes to student engagement, understanding, and academic achievement. These findings underscore the importance of refining teachers' communication skills to improve the overall quality of education services in the secondary school context. Research Implications: The implication of this research is the need for further attention to teacher verbal communication skills training and development to improve student learning experience and overall quality of educational services. Originality/Value: This study contributes by highlighting the important role of teachers' verbal communication in the context of secondary education, as well as emphasizing the need for attention to the development of teachers' communication skills in order to improve the effectiveness of educational services.

How the communication style of chatbots influences consumers’ satisfaction, trust, and engagement in the context of service failure

This study examines consumers’ reactions to the communication styles of chatbots during failed service experiences. The current study explores whether the communication style adopted by a chatbot impacts consumer satisfaction and behavior intention and how expectancy violations can moderate these relationships in the service context. A pre-test examined the validity of the stimuli of chatbots that were either task-oriented or social-oriented after consumers encountered service failure. For more information, the experiment was designed to manipulate the AI-based chatbot agent’s process and style of communication and measure the role of expectancy violations. The main experiment results showed that interactions with social-oriented communication style chatbots enhance the level of consumers’ interaction satisfaction and intention of behavior. Respondents experienced a higher perception of warmth when interacting with social-oriented communication style chatbots than task-oriented. Moreover, expectancy violation moderates the mediation of warmth on the relationship between the chatbot’s communication style/type and interaction satisfaction, trust, and intention of patronage. Setting chatbots’ communication styles to be social-oriented can help reduce negative emotions among consumers caused by service failure; specifically, the perception of warmth created by the social-oriented communication style can alleviate negative evaluations of service agents and companies, such as dissatisfaction and loss of interest. Therefore, in managerial practice, the firm should choose the social-oriented communication style chatbot agent to recover the customer relationship after a service failure.

Empowering co-creation of services with artificial intelligence: an empirical analysis to examine adoption intention

PurposeCo-creation of services (CCOS) is a collaborative strategy that emphasises customer involvement and their expertise to increase the value of the service experience. In the service ecosystem, artificial intelligence (AI) plays a key role in value co-creation. Therefore, this study is undertaken to empirically uncover how AI can empower CCOS.Design/methodology/approachThe source data were collected from 305 service provider respondents and quantitative methodology was applied for data analysis.FindingsNew service development augmented with AI provides tangible value to service providers while also providing intangible value to supportive customers. With AI, service providers adapt to new innovations and enrich additional information, which eventually outperforms human-created services.Research limitations/implicationsAI adoption for CCOS empowerment in service businesses brings “service-market fit”, which represents the significant benefits wherein customers contribute to creativity, intuition, and contextual awareness of services, and AI contributes to large-scale service-related analysis by handling volumes of data, service personalisation, and more time to focus on challenging problems of the market.Originality/valueThis study presents theoretical concepts on AI-empowered CCOS, AI technological innovativeness, customer participation in human-AI interaction, AI-powered customer expertise, and perceived benefits in CCOS, and subsequently discusses the CCOS empowerment framework. Then, it proposes a novel conceptual model based on the theoretical concepts and empirically measures and validates the intention to adopt AI for CCOS empowerment. Overall, the study contributes to novel insight on empowering service co-creation with AI.

Mapping Temporal Experience: accounting for felt time in service design

A key aspect of service design practice is the utilization of diverse mapping methods to comprehend and depict service architectures. While a consensus exists regarding the importance of considering temporal experience as an aspect of service designing, the prevalent methods—customer journey maps, service blueprints, and system diagrams—fall short in capturing vital temporal dimensions. Contemporary tools spotlight physical touchpoints rather than address intricate narratives of more spontaneous customer/provider interactions. The task of documenting evolving temporal experiences necessitates a profound reorientation toward kairotic time, a dimension underrepresented in current discourse. This study explores alternative methodologies that elucidate time within the context of depicting evolving service experiences. Preliminary ventures into service design mapping attuned to temporality are also introduced.

The Study of Tourist Experience in Historical and Cultural Towns Based on Online Texts: A Case Study of Gongtan Ancient Town

This paper takes Gongtan Ancient Town of Chongqing as a case study, takes the online comment text of tourists on the websites of Ctrip and Dianping as data, analyzes the online text through content analysis, and uses ROST CM-6 software to conduct word frequency, emotion and semantic network analysis, aiming to deeply explore the tourist experience of Gongtan Ancient Town. The results show that: (1) Tourists' experience of Gongtan Ancient Town consists of five dimensions: tourist destination perception, sensory experience, physical and mental experience, tourist destination characteristic experience and service experience. (2) Natural scenery, local characteristics and service guarantee are the main tourist attractions of Gongtan Ancient Town.(3) Tourists' overall experience and perception of tourism in Gongtan Ancient Town tend to be positive emotions. Tourists' dissatisfaction mainly comes from heavy traffic jams during holidays, poor service attitude of staff and poor accommodation conditions. (4) The semantic network is divided into three levels: the core area is the tourists' objective cognition of the scenic spot name and location; The sub-core circle is the cultural cognition of the ancient town and the characteristic architecture and activity projects; The edge layer is the image characteristic cognition and tourism evaluation of the ancient town. In addition, some optimization suggestions are put forward for the existing problems of Gongtan Ancient Town. The research results not only provide a scientific basis for the tourism development and construction of Gongtan Ancient town, but also provide a reference for the optimization of tourist experience in other ancient towns.