Search results

Building on Stimulus-Organism-Response theory, the current study examines the influence of pickup service quality in buy-online pickup in-store service (BOPIS) on users' perceived relationship investment with the mediating role of users' perceived experience quality and relationship proneness. This research also demonstrates the subsequent impact of BOPIS users' perceived relationship investment on their relationship performance indicators, like their cross-buying behaviors (breadth), frequency of their purchase (depth) and longevity of their relationship (length) with the store. The moderating role of BOPIS users' service experience consciousness in a few proposed relationships was tested.

The research is descriptive, quantitative and cross-sectional investigation. The study employed a purposive sampling technique. It was conducted using data collected using a validated self-administered questionnaire from 786 Indian omnichannel shoppers who have used BOPIS services in the past. The proposed conceptual model was tested using Partial Least Squares-Structural Equation Modeling.

The results indicate that BOPIS users' perceived experience quality and relationship proneness positively mediate pickup service quality and perceived relationship investment. The users' perceived relationship investment subsequently significantly positively impacts different dimensions of their relationship performance with the store (breadth, depth and length). Additionally, BOPIS users' service experience consciousness has a significant negative moderating effect on the direct relationship between pickup service quality and different dimensions of relationship performance.

The study is conducted in the Indian population, where omnichannel retailing is still nascent.

This study addresses the need to investigate the relationship performance indicators of BOPIS users, like their cross-buying behaviors(breadth), frequency of their purchase(depth) and longevity of their relationship(length) with the store. This study is the first to show that pickup service quality might explain the relationship performance of BOPIS users through their perceived experience quality, relationship proneness and relationship investments. The moderating role of BOPIS users' service experience consciousness in a few proposed relationships was also tested for the first time.

Since the introduction of the outstanding web AI chat system, ChatGPT, it has caused a significant impact in both academia and the business world. Many studies have started to explore its potential applications in various fields. However, there is a lack of research from the perspective of user experience. To fill this theoretical gap and provide a theoretical basis for the operation and design of related services, this study plans to develop a set of evaluation scales for AI chat system user experience and explore the relationship between various factors and user satisfaction.

This study obtained 41 evaluation indicators through literature review and user research. Subsequently, these indicators were used as questionnaire items, combined with satisfaction metrics. A total of 515 questionnaires were distributed, and factor analysis and linear regression were employed to determine the specific elements influencing user experience and the user satisfaction model.

This study found that the factors influencing user experience are usefulness, accuracy, logical inference, interactivity, growth, anthropomorphism, convenience, credibility, ease of use, creativity, and security. Among these factors, only accuracy, anthropomorphism, creativity, and security indirectly influence satisfaction through usefulness, while the rest of the factors have a direct positive impact on user satisfaction.

This study provides constructive suggestions for the design and operation of related services and serves as a reference for future theoretical research in this area.

The purpose of this study is to analyse and discuss the influencing factors of user experience in university mobile libraries and the improvement path of user experience in the context of mobile learning.

The study adopted the grounded theory research method, and the sample included 28 students from five universities, with mobile libraries as the research objects and semi-structured interview as data acquisition method. A step-by-step coding analysis of the original interview materials was conducted, which comprehensively identified the main concerns and problems encountered by users of the university mobile library apps especially in the mobile learning behaviour mode, and then a theoretical model of the influencing factors of the app user experience of the university mobile library was constructed.

A theoretical model of influencing factors was constructed, which determined that system quality, interaction quality, content quality, interface quality and function quality were the key elements of mobile library user experiences. Furthermore, based on the research results and user feedback obtained in the research process, the content and key points relating to the user experience can be elaborated in detail. In addition, this study was able to determine users' perspectives and their behavioural characteristics when engaging in mobile learning.

This study establishes a theoretical model of the factors influencing of the user experience of university mobile libraries based on mobile learning, which could provide a valuable reference for the design of other programs and strategies to promote user learning experiences of mobile library app in colleges and universities.

The purpose of this study is to describe peer support work in a men’s mental health unit from a lived experience and service user’s perspective. The intertwining of process (a lived experience perspective) and subject (the therapeutic value of peer support) leads to greater knowledge and insight into peer support for people with mental health problems.

This service user narrative draws on the extracts from a reflective journal of interactions and conversations with people with mental health problems as well as feedback from service users and staff about the value of peer support. These methods allow a first-person, service user’s, reflective and narrative account of peer support work.

Peer support work, particularly hearing voices sessions, are found to be highly therapeutic and worthwhile. They promote insight and create feelings of safety and hope in what can sometimes be a frightening and hostile ward environment. Peer support provides emotional and practical support. Sharing stories and experiences of mental illness with people leads to trust, feelings of being valued, heard and accepted as well as better experiences of care and being seen as a person first. Due to their shared experiences, peer support workers are able to befriend people with mental health problems on the ward. Peer support work bridges the gap and vacuum of care between people with mental health problems and staff. It compensates for understaffing to provide more holistic and person-centred care and support.

Lived experience/ service user perspectives and narratives on peer support are rare, particularly in a hospital setting. This article provides a rich, perhaps overlooked and hidden narrative on the nature of peer support work. People with mental health problems, like Ben, are often excluded from society, health and social care, education, employment and research. This narrative opens up a pathway to understanding peer support from a service user perspective.

The purpose of this paper is to analyse the future of the implementation of artificial intelligence (AI) technologies in services experience provided by cultural institutions (e.g. museums, exhibition halls and cultural centres) from experts’, cultural tourists’ and users’ point of view under the Industry 5.0 approach.

The research was conducted using a qualitative approach, which was based on the analysis of the contents obtained from two roundtable discussions with experts and cultural tourists and users. A thematic analysis using NVivo was done to the data obtained.

From a futuristic Industry 5.0 approach, AI is considered to be more than a tool – it as an integral part of the entire experience. AI aids in connecting cultural institutions with users and is beneficial since it allows the institutions to get to know the users better and provide a more integrated and immersive experience. Furthermore, AI is critical in establishing a community and nurturing it daily.

The most important contribution of this research is the theoretical model focused on the user experience and AI application in services experiences of museums and cultural institutions from an Industry 5.0 approach. This model includes the visitors’ and managers’ points of view through the following dimensions: the pre-experience, experience and post-experience. This model is focused on human–AI coworking (HAIC) in museums and cultural institutions.

This article aims to reveal the factors influencing the sustainable development of mobile e-commerce from both user and operational perspectives. It fills the gap in qualitative research on the sustainable development of artificial intelligence (AI) technology in mobile e-commerce based on the grounded theory. This study provides valuable insights and inspiration for sustainable development in this field and lays the theoretical foundation and research reference for future studies.

Based on the grounded theory (GT), interview method was used to conduct the study.

The impact of AI applications on mobile e-commerce is mainly reflected in three stages of the customer shopping process. They are pre-shopping, mid-shopping and after-shopping AI services and each of the three stages has its own separate dimensions that need attention. The study and its persistence aspects are discussed.

The results of this study can provide forward-looking suggestions and paths for the construction and optimization of future e-commerce platforms, contribute to the sustainable development of e-commerce and contribute to the sustainable and healthy growth of the social economy.

This study proposes sustainable development measures for the application of AI in mobile e-commerce, from operation to supervision, which is an important reference for promoting coordinated and rapid socio-economic development.

This study examines academic librarians' perceptions and attitudes toward Internet of Things (IoT) applications in Hong Kong academic libraries and the problems and possible improvements in using IoT technologies to strengthen library services.

This qualitative research used video conferencing software for semi-structured, one-on-one interviews. Participants were given introductory material about the IoT and asked to complete an interview. The data were analyzed using inductive theme clustering for this study.

The analysis identified three themes: perception about applying IoT technology to the library, problems and improvements in using IoT. Participants were generally optimistic about the potential benefits of IoT for improving library operations and providing personalized services. However, they also expressed concerns about privacy and security, errors and extra efforts for information literacy training. They suggested improvements such as incorporating facial recognition technology, advanced RFID technology and collections identification technology to enhance user experience.

Most studies examined users' views rather than librarians' on IoT applications, which few studies cover, especially in East Asia.

Establishing and developing digital science and education evaluation platforms (DSEEPs) have several practical implications for the development of China's science, technology and education. Identifying and analyzing the key factors influencing DSEEP user experience (UX) can improve the users' willingness to use the platform and effectively promote its sustainable development.

First, a literature survey, a five-element model of UX and semi-structured interviews were used in this study to develop a DSEEP UX-influencing factor model, which included five dimensions and 22 influencing factors. Second, the model validity was verified using questionnaire data. Finally, the key influencing factors were identified and analyzed using a fuzzy decision-making trial and evaluation laboratory (fuzzy-DEMATEL) method.

Fourteen influencing factors, including diverse information forms and comprehensive information content, are crucial for the DSEEP UX. Its optimization path is “‘Function Services’ → ‘Information Resources’ → ‘Interaction Design’ → ‘Interface Design’ and ‘Visual Design’.” In this regard, platform managers can take the following measures to optimize UX: strengthening functional services, improving information resources, enhancing the interactive experience and considering interface effects.

This study uses a combination of qualitative and quantitative research methods to determine the key influencing factors and optimization path of DSEEP UX. Optimization suggestions for UX are proposed from the perspective of platform managers, who provide an effective theoretical reference for innovating and developing a DSEEP.

This study aims to conceptualise a customer-centric model based on an online customer experience (OCE) construct, mediated by e-loyalty (EL) and e-trust (ET), to improve the continuous usage intention (CUI) of Indian digital banks from Generation Y and Z perspectives.

This study used an online survey method to gather data from a sample of 466 digital banking users, from which usable questionnaires were obtained. The obtained data were subjected to thorough analysis using PLS-SEM to further study the research hypotheses.

The main factors that determine digital banks’ OCE are perceived enjoyment, e-service quality, information quality and e-convenience. Additionally, relevant constructs were evaluated using an importance-performance map analysis.

This study used convenience sampling for the urban population using digital banking; therefore, the outcome may be generalised to a limited extent. It would be valuable to imitate studies in other countries to strengthen digital banking further.

There is a lack of research on digital banking and OCE in India; thus, this study helps rectify this issue while providing valuable insights. This study differs from others in that it examines the connections between OCE, EL, ET and the bottom line of financial institutions, using these factors as dependent variables instead of traditional measures.

This service evaluation aims to understand the experiences of service users (SUs) who accessed an early intervention in psychosis (EIP) service during the Coronavirus pandemic using qualitative and quantitative methodologies and compare these to a previous pre-pandemic study conducted within the same service (Watkins et al., 2018).

This paper collated experiences of individuals accessing an EIP service to inform service development. Questionnaires and individual interviews were conducted to provide quantitative and qualitative data. Descriptive statistics and T-test confidence intervals were created from the results and compared to findings of Watkins et al. (2018). Interviews were transcribed verbatim and analysed using Braun and Clarke’s (2006) thematic analysis.

Data showed participants were largely satisfied with all areas of the service with “work or education”, “living skills”, and “addictions” scoring highest. Though participants reported no overall dissatisfaction, satisfaction levels dropped in “social activities” compared to the findings of Watkins et al. (2018), perhaps due to the national restrictions put in place to manage the spread of Coronavirus during this time. Interview analysis identified three themes of importance consistent with prior literature, highlighting the importance of relationships and validation during recovery.

This evaluation did not consider whether participants had accessed the service prior to the pandemic or only during, meaning that some participants could have a point of comparison with the service pre-pandemic, whereas others might not. Similarly, the participants were not the same as those of the Watkins et al.’s (2018) evaluation, meaning that direct comparisons of pre- and post-pandemic experiences were not possible. In addition, this evaluation collected data at only one time point early in the pandemic; therefore, it is unknown if client experiences of services differed as the pandemic and restrictions continued over time.

The Covid-19 pandemic has been an unprecedented challenge for health services, and the effects of this are becoming widely reported. This evaluation of clinical services offers a valuable perspective of service user experience of receiving mental health services during a global health crisis further offering a comparison to pre-pandemic services and the experiences of those who used them.