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Book part
Publication date: 12 August 2014

Christine Bruce, Kate Davis, Hilary Hughes, Helen Partridge and Ian Stoodley

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…

Abstract

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.

Details

Information Experience: Approaches to Theory and Practice
Type: Book
ISBN: 978-1-78350-815-0

Keywords

Book part
Publication date: 12 August 2014

Christine Bruce, Kate Davis, Hilary Hughes, Helen Partridge and Ian Stoodley

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…

Abstract

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.

Details

Information Experience: Approaches to Theory and Practice
Type: Book
ISBN: 978-1-78350-815-0

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Book part
Publication date: 15 March 2021

Bruce Temkin

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…

Abstract

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.

Details

The Machine Age of Customer Insight
Type: Book
ISBN: 978-1-83909-697-6

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Book part
Publication date: 24 October 2019

Jennifer L. Hefner, Ann Scheck McAlearney, Nicole Spatafora and Susan D. Moffatt-Bruce

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…

Abstract

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.

Details

Structural Approaches to Address Issues in Patient Safety
Type: Book
ISBN: 978-1-83867-085-6

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Book part
Publication date: 12 October 2018

Seyedeh Fatemeh Mostafavi Shirazi

Social network sites are gaining increasing importance in tourism business and marketing. They have become a rich source of information by creating virtual destination…

Abstract

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.

Details

Quality Services and Experiences in Hospitality and Tourism
Type: Book
ISBN: 978-1-78756-384-1

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Book part
Publication date: 15 October 2016

Within enterprise accounting, there is a significant degree of pragmatic logic. It is a suitable means toward the objective of making transaction-experience

Abstract

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.

Details

A. C. Littleton’s Final Thoughts on Accounting: A Collection of Unpublished Essays
Type: Book
ISBN: 978-1-78635-389-4

Article
Publication date: 17 June 2022

Mahmut Selami Akin and Abdullah Okumuş

The study aims to guide private healthcare organizations to create value for patients through service encounters (SE) based on the value-in-use notion. It also intends to…

Abstract

Purpose

The study aims to guide private healthcare organizations to create value for patients through service encounters (SE) based on the value-in-use notion. It also intends to reveal whether SE experiences differ from reputation levels of hospitals.

Design/methodology/approach

Research embraces mixed methods for building theoretical construction and sampling, seven hospital managers and two private hospitals were interviewed and selected via analytical hierarchical process. A number of 1,023 valid data were obtained from patients through survey. Structural equation modeling, PROCESS macro and multigroup analysis were used to test for research model.

Findings

Call center experience among pre-core SE affected patient satisfaction positively and behavioral intention indirectly; however, online and social experiences did not. As core SE, physician and nursing interaction, trust, accessibility and perceived sufficient waiting positively influenced patient satisfaction and behavioral intention, though physical evidence and supportive staff interaction did not. In the post-core stage, patient satisfaction positively impacts behavioral intention. Additionally, those effects were equivalent for high and low reputations.

Originality/value

Study uniquely attempts to shift the paradigm from value-in-exchange to value-in-use in private healthcare context by embracing SE approach. Research differs from others by revealing the remarkable role of intangible assets instead of tangibles on holistic patient experience, essential for creating and managing value for patients.

Details

Asia Pacific Journal of Marketing and Logistics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 17 June 2022

Regina L. Rhodes, Kenji Noguchi and Lin-Miao L. Agler

Previous research studies have noted that veterinarians are up to four times more likely to die by suicide than the general population. Studies have indicated possible…

Abstract

Purpose

Previous research studies have noted that veterinarians are up to four times more likely to die by suicide than the general population. Studies have indicated possible catalysts for this increased risk, including exposure to euthanasia, depression, burnout, compassion fatigue, occupational stress, work–life imbalance and anxiety. With female veterinarians reporting higher rates of mental health issues and the fact that the ratio of female to male veterinarians is almost 2:1, the study focused on the female veterinarian population. Few research studies have been conducted to examine stressors directly related to human factors. The present study aims to examine the path to depression and burnout as it relates to positive versus negative interactions with human clients (owners of animal patients).

Design/methodology/approach

The study recruited 222 female veterinarians online (average age = 36.89). The participants completed three scales measuring (1) burnout; (2) depression, anxiety and stress; and (3) positive and negative experiences with human clients.

Findings

Using the structural equation modeling (SEM), the results showed contrasting patterns of positive versus negative client-related experience in relation to burnout and depression. Positive client experience showed a direct path to the lower levels of depression and client-related burnout while negative client experience revealed a non-direct path to depression but a direct path to more specific burnout such as client-related and work-related burnout.

Originality/value

Results of the study offered insight into the unique contribution of client-related experience in burnout and depression as positive versus negative client experience took on differential paths to depression and burnout.

Details

International Journal of Workplace Health Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1753-8351

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Article
Publication date: 15 June 2022

Debalina Maitra and Brooke Coley

The goal of this study is to explore an immediate step in understanding the lived experiences of under-represented students through metaphor construction and possibly…

Abstract

Purpose

The goal of this study is to explore an immediate step in understanding the lived experiences of under-represented students through metaphor construction and possibly collect more in-depth data through photograph-based interviews.

Design/Methodology/Approach

This article introduced photo-elicitation based narrative interviews as a qualitative methodology while interviewing fourteen undergraduate community college students mostly from underrepresented groups (URGs). At the beginning of each interview, the authors probed the participants with 8 photographs chosen by the research team to represent a diverse set of experiences in engineering. The authors conducted a thematic analysis of the interview data.

Findings

The findings suggested that the inclusion of photo-elicitation often catalyzed consumption of representations, images, metaphors, and voice to stories passed unnoticed; and finally produces more detailed descriptions and complements semi-structured narrative interviews.

Research Limitations/Implications

This study advances the scholarship that extends photograph driven interviews/photo elicitation methodology while interviewing marginalized population and offers a roadmap for what a multi-modal, arts-based analysis process might look like for in-depth interviews.

Practical Implications

The use of photo-elicitation in our research enabled a deeper, more poignant exploration of the URG students' experience of navigating engineering. The participants were able to relate to the photographs and shared their life narratives through them; hence, use of photographs can be adapted in future research.

Social Implications

Our research revealed that PEI has excellent potential to capture marginalized narratives of URGs, which is not well explored in educational research, specially, in higher education. In our research, PEI promoted more culturally inclusive approaches positioning the participants as experts of their own narratives.

Originality/Value

The study presented in this paper serves as an example of qualitative research that expands methodological boundaries and centers the role of power, marginalization, and creativity in research. This work serves as a unique and important contribution to the photo-elicitation literature, offering a critical roadmap for researchers who are drawn to photo elicitation/photograph driven interviews as a method to explore their inquiry.

Article
Publication date: 9 June 2022

Fu-Chieh Hsu, Jing Liu and Hua Lin

Our knowledge of what emotions are elicited explicitly from food consumption and gastronomy experiences in the travel destination and how these emotions establish a…

Abstract

Purpose

Our knowledge of what emotions are elicited explicitly from food consumption and gastronomy experiences in the travel destination and how these emotions establish a relationship with tourists’ behavior is limited. Thus, this study aims to enrich the current knowledge in the gastronomy tourism field from the affective experience perspective and develop a scale to measure tourists’ affective gastronomy experiences (TAGES).

Design/methodology/approach

Both qualitative scale development and quantitative scale validation were conducted to ensure the psychometric properties of TAGES.

Findings

With the focus group’s contributions and experts’ validation, 12 gastronomy experience affects were identified in the first stage. In the second stage, a quantitative data collection involving 650 samples helped refine the scale. Finally, a reliable and valid scale with five items measuring TAGES was successfully developed.

Originality/value

This study provides a novel perspective by viewing tourists’ gastronomy experiences through an affective lens. Moreover, this study successfully provides evidence for the psychometric properties of the newly developed TAGES by systematically applying item response theory (IRT) and classical test theory (CTT). This study enriches the gastronomy tourism domain by developing the TAGES and presenting a rigorous and exhaustive investigation of its psychometric properties based on an integration of IRT and CTT. A valid and reliable scale that measures the TAGES fills the gastronomy literature gap and proposes an effective tool for future gastronomy experience studies.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

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