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In this closing chapter the editors review key themes that have emerged through the book. We recognize the varied and dynamic nature of information experience across…
In this closing chapter the editors review key themes that have emerged through the book. We recognize the varied and dynamic nature of information experience across multiple contexts, and present our own conceptualization of information experience. Finally, we consider possible future directions for information experience research.
The purpose of this book is to open a conversation on the idea of information experience, which we understand to be a complex, multidimensional engagement with…
The purpose of this book is to open a conversation on the idea of information experience, which we understand to be a complex, multidimensional engagement with information. In developing the book we invited colleagues to propose a chapter on any aspect of information experience, for example conceptual, methodological or empirical. We invited them to express their interpretation of information experience, to contribute to the development of this concept. The book has thus become a vehicle for interested researchers and practitioners to explore their thinking around information experience, including relationships between information experience, learning experience, user experience and similar constructs. It represents a collective awareness of information experience in contemporary research and practice. Through this sharing of multiple perspectives, our insights into possible ways of interpreting information experience, and its relationship to other concepts in information research and practice, is enhanced. In this chapter, we introduce the idea of information experience. We also outline the book and its chapters, and bring together some emerging alternative views and approaches to this important idea.
In today's economy, experiences are a distinct offering that have become the core selling point for some of the world's most successful companies. From banking and…
In today's economy, experiences are a distinct offering that have become the core selling point for some of the world's most successful companies. From banking and transportation, to home exercise and healthcare, companies have differentiated themselves by designing distinct experiences alongside their core goods and services. And at the heart of this transformation are the data, systems, processes, and culture needed to understand more about customers and employees in order to design unique experiences for every individual. In this chapter we explore how success in the experience economy is not simply a case of gathering more data, but instead looking at a different type of data – Experience Data. With examples and case studies from some of the world's most successful companies, we look at how the discipline of experience management (XM) and the technology available to organizations today is fundamentally changing how companies operate – and win – in the experience economy.
High patient satisfaction is not simply a customer service goal; it is an important dimension of quality and part of financial incentives and public reporting…
High patient satisfaction is not simply a customer service goal; it is an important dimension of quality and part of financial incentives and public reporting requirements. However, patient experience is often siloed within health system organizational charts and considered separately from quality and safety initiatives, instead of being seen predominantly as a “customer service” initiative. Representatives from 52 health care systems across the United States completed an online survey to explore both the processes and infrastructure hospitals employ to improve patient experience, and the metrics hospitals use to assess the quality of patient experience beyond patient satisfaction survey data. When asked about performance metrics beyond satisfaction, most hospitals or systems noted other metrics of the entire patient experience such as the rate of complaints or grievances and direct feedback from patient and family advisors. Additionally, respondents suggested that a broader definition of “quality of the patient experience” may be appropriate to encompass measures of access, clinical processes, and quality of care and patient safety outcomes. Almost all respondents that we surveyed listed metrics from these less traditional categories, indicating that performance improvement within the patient experience domain in these organizations is linked with other areas of hospital performance that rely on the same metrics, such as clinical quality and patient safety.
Social network sites are gaining increasing importance in tourism business and marketing. They have become a rich source of information by creating virtual destination…
Social network sites are gaining increasing importance in tourism business and marketing. They have become a rich source of information by creating virtual destination environments that offer pictures, videos, and other opportunities for sharing tourism experiences. These are significant electronic means that affect intentions of potential tourists to visit a destination. This chapter discusses how social network sites provide a great opportunity for individuals to virtually experience destinations prior to their potential journeys. This may, in turn, influence their expectations and satisfaction levels during their actual visits, followed by reinterpretation after the trip.
Within enterprise accounting, there is a significant degree of pragmatic logic. It is a suitable means toward the objective of making transaction-experience understandable. It is a combination of theory and practice and of ideology and methodology. The reason accounting function is so thoroughly acceptable is because of the pressing need in business to review the results of prior decisions in preparation for next decisions. Two compelling concepts for accounting are the following: (1) the reciprocal relation between its objectives and techniques that makes accounting an instrument for exploring the significance of enterprise transaction-experience and (2) accounting’s duty to preserve the integrity of its recorded data for the benefit of later review by interested parties.
The purpose of this study is to examine how phygital luxury experiences can be generated from mobile-mediated service activities while enabling luxury apparel shoppers to…
The purpose of this study is to examine how phygital luxury experiences can be generated from mobile-mediated service activities while enabling luxury apparel shoppers to attain status goals and hedonic goals. Phygital luxury experiences are defined in this context as shopping experiences that blend the participative and immersive components of mobile and ubiquitous media with physical luxury servicescapes.
This conceptual research draws on activity theory from the field of human-computer interaction to produce an activity-centric model of phygital luxury experiences. By drawing on activity theory, the authors develop research propositions and build a conceptual model. The conceptual model probes how phygital luxury experiences can be generated from mobile-mediated service activities that enable luxury apparel shoppers to attain status goals and hedonic goals. In turn, service activities are proposed to meld with luxury shopping goals when mobile devices allow luxury apparel shoppers to participate in community-, rules-, and labor-based service activities.
First, the conceptual model demonstrates that social validation and personalization are status and hedonic drivers for community-based service activities (e.g. content-sharing and multiplatform storytelling). Second, special privileges and new comforts are status and hedonic drivers for rules-based service activities (e.g. engaging in pseudo-webrooming, pseudo-showrooming, and seamless and on-demand resources). Third, know-how and domination are status and hedonic drivers for labor-based service activities (e.g. adopting self-service technologies and smart or intelligent displays).
This conceptual model contributes to the well-documented need for research on interactive luxury strategies and luxury retail innovation. Overall, these service activities provide luxury brands and shoppers new opportunities for building elite communities, bending store rules, and altering the division of labor within physical stores. At the same time, this model shows that exclusivity and allure of luxury consumption can be reproduced through luxury apparel shoppers’ embodied interactions with salespeople and relevant audiences in connected store environments.
This paper explores the accessibility barriers faced by neurodivergent individuals regarding the use of Extended Reality (XR) technologies and the difficulties faced by…
This paper explores the accessibility barriers faced by neurodivergent individuals regarding the use of Extended Reality (XR) technologies and the difficulties faced by developers in creating neurodivergent inclusive XR experiences.
The authors carried out a survey with neurodivergent participants, and a series of semi-structured interviews with neurodivergent adults and XR developers.
Neurodivergent individuals experience sensory overload when using XR technologies; these negative experiences are exacerbated by excessive multisensory stimulation. Allowing for the customization of sensory settings was seen as the only way to potentially limit negative experiences. The authors found that XR developers lacked awareness of accessibility requirements and struggled to integrate them in current software development practices.
Accessibility understanding regarding neurodivergence is increasingly available and the time has come to bring computing and information services within the reach of all neurodivergent individuals. The power in the design of XR, which is crucial, is decentralized from neurotypical XR developing practices to avoid artificial barriers that decrease the quality of life.
There is a lack of studies exploring how neurodivergent individuals experience XR considering their different sensory processing patterns. There is also no research exploring XR developers' awareness of accessibility needs of neurodivergent individuals. This paper presents an account of the challenges faced by neurodivergent XR users, the difficulties faced by XR developers to integrate neurodivergent accessibility requirements, and proposes specific strategies to overcome challenges.
The market segment of families with young children is significant for the cruise industry in China. This study aims to examine the cruise experience of them and facilitate…
The market segment of families with young children is significant for the cruise industry in China. This study aims to examine the cruise experience of them and facilitate the provision of family cruise vacation products and services.
This study collects online comments on the cruise experience of Chinese families with young children and analyzes the data in terms of text, sentiment and content.
The results of the text analysis indicate issues with several dimensions of the cruise experience. But the results of a sentiment analysis reveal that only 56.76% of the Chinese families with young children expressed positive feelings about cruise tourism. Almost one third (30.43%) expressed negative feelings, and the rest were neutral. In addition, by conducting a content analysis of the negative sentiment comments, this study identifies areas where cruise products and services need to be improved.
Cruise lines are advised to improve the provision of family cruise vacation products and services, such as enhancing physical experience elements, paying attention to human interaction and situational factors and caring for travelers’ personal needs.
This paper explores the cruise experience of Chinese families with young children, which is currently underdeveloped. A methodology approach including text analysis, sentiment analysis and content analysis is systematically applied to offer a holistic and deep understanding of travel experience. A framework for the cruise experience is proposed, which has theoretical and practical significance.
文本分析的结果表明邮轮体验的若干维度上存在问题。但情感分析的结果显示, 只有56.76%的有小孩的中国家庭对邮轮体验表达出了积极情绪。近三分之一 (30.43%) 表达了负面情绪, 其余的则持中立态度。此外, 通过对负面情绪评论进行内容分析, 本研究提出了邮轮产品和服务需要提升的方向。
建议邮轮公司根据本研究的结果改进家庭邮轮度假产品和服务, 如增强身体体验元素, 关注人际互动和情境因素, 关心旅客的个性化需求等。
本文对目前尚没有进行充分探讨的携儿童出行的中国家庭的邮轮体验进行了分析, 为了更全面深入地理解邮轮旅行体验, 本研究系统地应用了包括文本分析、情感分析和内容分析等方法, 提出了邮轮体验的研究框架, 具有一定的理论和实践意义。
Experiencias vacacionales en crucero para familias chinas con niños pequeños
El segmento de mercado de familias con niños pequeños es significativo para la industria de cruceros en China. Este estudio tiene como objetivo examinar la experiencia de crucero de este segmento, así como facilitar la oferta de productos y servicios de vacaciones familiares en crucero.
Este estudio recopila comentarios en línea sobre las experiencias de crucero en las familias chinas con niños pequeños, analizando los datos en términos de texto, sentimiento y contenido.
Los resultados del análisis del texto indican problemas con varias dimensiones de la experiencia del crucero. Pero los resultados del análisis de sentimientos, revela que solo el 56,76% de las familias chinas con niños pequeños expresaron sentimientos positivos sobre el turismo de cruceros. Casi un tercio (30,43%) expresó sentimientos negativos, y el resto fue neutral. Además, al realizar un análisis de contenido de los comentarios de sentimiento negativo, este estudio identifica áreas donde los productos y servicios de cruceros deben mejorarse.
Se recomienda a las líneas de cruceros que mejoren la oferta de productos y servicios vacacionales familiares, así como mejorar los elementos de la experiencia física, prestar atención a la interacción humana y los factores situacionales, y atender las necesidades personales de los viajeros.
Este trabajo explora la experiencia de crucero de las familias chinas con niños pequeños, que actualmente está poco desarrollada. Se aplica sistemáticamente un enfoque metodológico que incluye análisis de texto, análisis de sentimiento y análisis de contenido para ofrecer una comprensión holística y profunda de la experiencia de viaje. Se propone un marco para la experiencia del crucero, que tiene significado teórico y práctico.
This article proposes a new theoretical background against which to measure customer experience for omnichannel service deliveries and communications based on the concept…
This article proposes a new theoretical background against which to measure customer experience for omnichannel service deliveries and communications based on the concept of proximity. This represents a first step in developing a new measurement approach for omnichannel customer experience.
The methodological approach is based on literature review and theory development. Various streams of literature are integrated on the basis of their interactionist nature (service logic, psychological distance theory, and omnichannel customer experience literature), and theory is developed based thereon.
Successful omnichannel service deliveries and communications should build proximity with the customer during interactions at the different touchpoints. Proximity represents the value-in-use for the customer, who is coproducer of value at each interaction. Proximity can be applied to all touchpoints, thus strengthening seamlessness for omnichannel service deliveries and communications.
This research advances knowledge by integrating the concepts of omnichannel and proximity under the lenses of service logic. The author proposes a new theoretical background for the measurement of omnichannel customer experience that contributes to the literature. In modern omnichannel service deliveries and communications, a measurement approach based on proximity fulfills the need to reconcile customer experiences at both remote and physical touchpoints for a holistic and coherent customer experience. Use of the four proximity dimensions (social, temporal, spatial, and hypothetical) gives flexibility to managers to build proximity across remote and physical touchpoints in different industries.