Exploring Customers’ Internal Response to the Service Experience: An Empirical Study in Healthcare

The New Method and Mechanism for Determining Professional Stresses in the Service of Military Workers

International Journal of Multicultural and Multireligious Understanding ◽

10.18415/ijmmu.v8i10.3110 ◽

2021 ◽

Vol 8 (10) ◽

pp. 243

Author(s):

Fayzullo Toshtillaevich Shermatov

Keyword(s):

Empirical Study ◽

Military Personnel ◽

New Method ◽

Scientific Article ◽

Service Experience ◽

The Military

This scientific article examines the research and empirical study conducted by the co-authors based on their service experience and develops practical proposals, recommendations and software based on a new mechanism for detecting occupational stresses in the military personnel.

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Comparing Conventional versus Immersive Service Prototypes: An Empirical Study

International Journal of Virtual Reality ◽

10.20870/ijvr.2019.19.2.2914 ◽

2019 ◽

Vol 19 (2) ◽

Author(s):

Abdul Rahman Abdel Razek ◽

Christian Van Husen ◽

Marc Pallot ◽

Simon Richir

Keyword(s):

3D Printing ◽

Empirical Study ◽

Product Design ◽

Industrial Applications ◽

Service Development ◽

Main Concern ◽

Service Experience ◽

Agile Process ◽

Common Understanding ◽

Immersive Technologies

For years, Immersive Technologies and 3D printing, demonstrated their capacity to quickly build product prototypes in order to reach a common understanding among all stakeholders, especially potential users. Service prototyping is a novel agile process intended to accelerate the service development, while improving the overall anticipated service experience. The use of Immersive Technologies in service prototyping is intended to enable a co-creative and explorative service experience, even before the service really exists. Service prototyping transforms intangible processes into a real experience. Immersive Technologies are already deployed in several industrial applications ranging from product design to product and service exploration. They are also used for conducting training even before the product or service exists. The main concern remains in the fact that there is a lack of study for comparing and selecting the most appropriate form of Service Prototypes (SP) to explore a new service. This paper presents our empirical study comparing different SP forms and the results of two experiment sessions that were conducted at ENSAM Laval and Angers campuses. These results reveal that participants preferred immersive forms rather than conventional forms. However, it also unveils some difficulties in properly handling Immersive Technologies.

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Exploring internal mechanisms forming customer servicescape experiences

Journal of Service Management ◽

10.1108/09564231211269838 ◽

2012 ◽

Vol 23 (5) ◽

pp. 677-695 ◽

Cited By ~ 29

Author(s):

Jörg Pareigis ◽

Per Echeverri ◽

Bo Edvardsson

Keyword(s):

Empirical Study ◽

Customer Service ◽

Transport Systems ◽

Service Research ◽

Research Approach ◽

Service Experience ◽

Content Type ◽

Wide Range ◽

Video Documentation ◽

Empirical Context

PurposeThe purpose of this paper is to explore customer interactions with servicescapes and to explain in more depth the internal mechanisms that form the customer service experience.Design/methodology/approachThe paper draws on an empirical study of customers using Swedish public transport systems. Data collection is based on a microethnographic approach, using think‐aloud protocols and video documentation.FindingsThe results from the empirical study contribute with a framework of three constellations of activities and interactions: namely, identifying, sense‐making, and using, which, depending on the empirical context, form two main customer process practices – navigating and ticketing. These constructs are theoretical and have implications for service research in the sense that they explain how customer experiences are formed.Research limitations/implicationsWhile the conceptual framework is arguably applicable also to other servicescape processes and thus has the capacity to explain how a wide range of customer experiences are formed, the study is based on one industry. Consequently, it would be worthwhile to verify this framework in different service settings.Practical implicationsManagers should focus on making the servicescape design intuitive, meaningful and easy to use for their customers and, depending on the empirical context, support the customer processes of finding one's way and ticketing.Originality/valueThe study is novel by applying a microethnographic research approach in order to provide a systematic empirical analysis of how constellations of activities and interactions in servicescape processes create customer responses and thus form the customer's service experience.

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