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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 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 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 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 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 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.

In this chapter, we explore two intersecting plotlines of teacher knowledge and content knowledge through an experience in which we engaged our teacher candidates during our mathematics methods course. Teacher candidates were tasked with the challenge of creating hands-on, interactive activities for small groups of fifth-grade students based on a selected Common Core State Standard for Mathematics (CCSS-M) related to the area of fractions. Responsible for both planning and preparing their activities, the teacher candidates were the curriculum designers. What we designed as the practice teaching activity involved a morning of planning and implementing a fraction activity with small groups of fifth-graders in short sessions, making adjustments, prompting and cueing students, extending learning, managing behaviors and distractibility – experiencing the early challenges and rewards of their first experiences in teaching – gaining practice and feedback. Forming the core of this chapter is a narrative construction of Michelle’s personal experience working with teacher candidates and fifth-grade students in practice teaching spaces for the first time, discovering moments along with our students, when they bridged the expansive gap from living as education students to feeling like beginning teachers. Teacher candidates’ responses to the experience and reflections on their challenges and successes are shared.

Customer experience (CX) has become a major concern of business managers around the world and is considered a determinant factor of continuing corporate success. Despite the growing number of research studies focusing on the topic, knowledge remains underexamined in general, and specifically in terms of online users. Understanding how online platforms inspire travel experience is increasingly pertinent as visual contents acquire insignificance. This is especially relevant when travel is restricted such as during the COVID-19 outbreak. Nevertheless, there is a gap in the literature research on online CX in online visitor attractions. The study aimed to investigate the visitors' reviews of online visits during the lockdown. The research has followed the Netnography approach as modern qualitative research to understand the online CX of visiting virtually the attractions.

The results revealed three dimensions of cyber-tourist experiences related to the tourism-driven with its four subdimensions, the emotional reaction and expectation, and satisfaction and behavior intentions. The study adds to the better knowledge of the modern research methods dealing with the cyber-customer experience (CCX) by examining the Netnography method.

This research is a pioneering attempt to mitigate the impact of COVID-19 on tourists' experience and to highlight the opportunities for tourism practitioners to profit from the online presence, to be more accessible, and to increase their traffic to guaranty their online visibility.

This chapter renews the thought on conceptualizing customer experience (CX) through the perspective of customer knowledge management (CKM). It bridges two pathways: Tacit Knowledge and Lived experience of the customer. Hence, refreshing the CX conceptualization aims to grasp the depths of the in situ service lived experience by examining the tacit knowledge forms issued from the lived experience of the client-curist in the well-being tourism. Dealing primarily with the consumption of service experience into the thalassotherapy centers is already an uphill task. This is due to its subtle and embedded experiential nature. Notwithstanding these challenges, it offers substantial knowledge about the conceptualized customer experiential knowledge (CEK). Hence, a generation of a pool of items measuring the customer experiential knowledge-process competence construct (CEK-PC) comes to begin the empirical development of the customer experiential knowledge management (CEKM) approach (as developed by Jaziri, 2013, 2019a). It also offers empirical evidence that corroborates CEK conceptualization (Jaziri-Bouagina, 2017). Through the CEK-PC, this chapter explores the competence of management levels in adopting a phenomenological vision and a global approach of ethnography to acquire CEK for treating, sharing, and using it to implement an experience-based innovation. The thrust of the construct was preserved via the Q-sort technique that has assessed the content validity through two sorting rounds. Forty-two items are retained representing a first step of the measure development.

Purpose — The purpose of this chapter is to provide knowledge and insights gained into Canadian expatriates' perspectives of living and working in Indonesia and to enhance the reader's understanding of the lived experience of being immersed in another culture.

Methodology — A descriptive phenomenological qualitative method was employed, which uncovered paradoxes that were lived by Canadian expatriate managers.

Findings — The following paradoxes are presented using participants' words and lived experiences of the authors: powerful-powerless, understanding-not understanding, being supported-not supported, belonging-not belonging and freedom-restriction.

Research limitations — While the qualitative findings may not be ‘generalisable’ according to a quantitative viewpoint, they are certainly applicable to others' experiences as demonstrated by the authors' description of their own experiences.

Practical implications — Enhanced understanding of this lived experience will spark improved expatriation strategies and lead directly to significant improvement in the overall performance of international organisations because an effective expatriate will be more capable of facilitating the two-way sharing and blending of the local and exogenous knowledge, therefore fulfilling a key role in knowledge transfer.

Social implications –– The importance of being open to others' lived experiences and supporting others who are immersed in another culture has universal appeal from a social perspective.

Originality/value of chapter — This is a unique research chapter describing research findings and joining participants' words and experiences with the authors' experiences. As well it is hoped that readers will relate to the paradoxes.