The use of gamification mechanics to increase employee and user engagement in participative healthcare services

2017 ◽  
Vol 28 (4) ◽  
pp. 640-661 ◽  
Author(s):  
Wafa Hammedi ◽  
Thomas Leclerq ◽  
Allard C.R. Van Riel
Keyword(s):  
Game Design ◽  
Social Dynamics ◽  
Well Being ◽  
Healthcare Services ◽  
Service Research ◽  
User Engagement ◽  
Content Type ◽  
Service Employees ◽  
Positive Effects ◽  
The Individual

Purpose Gamification introduces game-like properties into routine service processes to make them more engaging for service employees and users alike. The purpose of this paper is to investigate the effects of gamification mechanics, or game design principles, on user engagement in gamified healthcare services. Design/methodology/approach Through observations, interviews and the study of desk materials, two cases of gamified healthcare services, each using different game mechanics, are analyzed. Findings Gamification mechanics produce four distinct experiential outcomes in patients: challenge, entertainment, social dynamics, and escapism. Patient engagement can be stimulated through these outcomes. However, to fully enjoy the benefits of gamified services, users are often expected to acquire and use new skills. The relative absence of these skills (or difficulties in acquiring them), depending on users’ medical predispositions and age, may defer or negatively moderate the positive effects of gamification on engagement. In the case of progressively decreasing capabilities (e.g. in the case of aging users or users with degenerative diseases, whose physical or mental disabilities may be emphasized by the mechanics), it is recommended that health professionals adapt the mechanics accordingly or search for alternative options to increase patient well-being. Research limitations/implications The study was conducted in healthcare, and caution must be exercised in generalizing the findings to other domains. However, the finding that gamified service users’ disabilities - or the lack of required abilities – may negatively impact the encouraging or engaging effects of the use of gamification appears to be relatively universal. Originality/value This study contributes to service research, specifically in the healthcare domain, by providing insight into employees’ and users’ motivations for using gamified service processes, the experiential impact of gamification mechanics, the individual factors that influence users’ gamified experience and multiple forms of cognitive, emotional and behavioral engagement outcomes. A research agenda is developed.

Healthcare service users as resource integrators: investigating factors influencing the co-creation of value at individual, dyadic and systemic levels

2020 ◽  
Vol 30 (3) ◽  
pp. 277-306 ◽  
Author(s):  
Justine Brigitte Virlée ◽  
Wafa Hammedi ◽  
Allard C.R. van Riel
Keyword(s):  
Healthcare Service ◽  
Well Being ◽  
Healthcare Services ◽  
Barriers And Facilitators ◽  
Service Users ◽  
Resource Integration ◽  
Content Type ◽  
Different Types ◽  
Systemic Factors ◽  
The Individual

PurposePatients, when using healthcare services, (co)create value by integrating their own resources with those of a range of stakeholders. These resource integration activities, however, require different types of skills and effort from the patients, and different types of interactions with stakeholders, while also having different effects on patients' well-being. The purpose of the present study is to develop a better understanding of why some patients are better able or willing to perform resource integration activities that impact their well-being. To reach this objective, barriers and facilitators of these activities in their interactions with various stakeholders were identified.Design/methodology/approachThe study uses a multiple case study design. Individual patients having received a lung transplant, together with their entourage (family, medical professionals, other patients) each represent a case. In-depth interviews were conducted with the patients and with various categories of stakeholders in their service delivery network who were relevant to their experience and with whom they integrated their resources.FindingsThe study identifies three levels on which barriers and facilitators of the resource integration process occur: the individual, relational and systemic level. Factors on these levels affect different aspects of the process.Originality/valueThis study takes a systems perspective and investigates how various systemic factors and stakeholders conduce or inhibit healthcare service users to perform resource integration activities, especially focusing on those activities that strongly affect their well-being.

scholarly journals Designing gamified transformative and social marketing services

2018 ◽  
Vol 28 (1) ◽  
pp. 26-51 ◽  
Author(s):  
Rory Francis Mulcahy ◽  
Rebekah Russell-Bennett ◽  
Nadia Zainuddin ◽  
Kerri-Ann Kuhn
Keyword(s):  
Social Marketing ◽  
Game Design ◽  
Research Priorities ◽  
Well Being ◽  
Service Research ◽  
Mixed Method Research ◽  
Content Type ◽  
Design Elements ◽  
Behavioural Intentions ◽  
Significant Relationships

Purpose The purpose of this paper is twofold: first, to extend transformative service and social marketing practitioners’ and academics’ understanding of how gamification and serious m-games are designed, and second, to model the effects of game design elements on key transformative service and social marketing outcomes, satisfaction, knowledge, and behavioural intentions. Design/methodology/approach The research adopted a two-study, mixed-method research design, encompassing focus groups (n=21) and online surveys (n=497), using four current marketplace serious m-games. Study 1 was qualitative and the data were analysed in two cycles using an inductive and deductive approach. Study 2 was quantitative and the data were analysed using PLS-SEM. Findings The qualitative results of Study 1 discovered a framework of five game design elements for serious m-games. In Study 2, a conceptual model and hypothesised relationships were tested at a full sample level and by each serious m-game. Results show different significant relationships for each serious m-game and moderate to high levels of explanation for satisfaction and knowledge, and low to high levels of explained variance for behavioural intentions. The findings are therefore not only robust across four different serious m-games, but also demonstrate the nuances of the relationships. Originality/value This research contributes to two service research priorities: leveraging technology to advance services, and improving well-being through transformative services. This research demonstrates that gamification through serious m-games is one form of technology that can be designed to create a satisfying and knowledge-creating service experience, which can also influence intentions to perform health and well-being behaviours.

Evidence-based design and transformative service research for the healthcare in hospitals

2016 ◽  
Vol 10 (2) ◽  
pp. 214-229 ◽  
Author(s):  
Sara Hamed ◽  
Noha El-Bassiouny ◽  
Anabel Ternès
Keyword(s):  
Physical Environment ◽  
Service Sector ◽  
Well Being ◽  
Healthcare Services ◽  
Service Research ◽  
Evidence Based ◽  
Sustainable Competitive Advantage ◽  
Content Type ◽  
Future Studies ◽  
Research Propositions

Purpose The purpose of this study is to combine the two fields of transformative service research (TSR) and evidence-based design (EBD) to improve the healthcare service provided in hospitals. TSR and EBD are two separate research fields that aim to improve the well-being of consumers within the service sector. Research propositions for making changes in the hospital physical environment to improve the patient well-being are developed to link the two fields. Design/methodology/approach This work takes a theoretical approach to develop research propositions based on the literature. The research propositions guide the development of the framework developed for future studies under TSR and EBD. Findings The research propositions should be tested empirically in future studies to develop a methodology for transforming a hospital physical environment. The implementation of these propositions would allow hospitals to reach a new and more sustainable competitive advantage. Originality/value The relationship between the domains of TSR and EBD has not been explored before in the literature. This study presents an unprecedented work that is needed to improve patient well-being. It contributes to TSR and EBD by providing a research agenda for healthcare practitioners and researchers to pave the way for achieving improved healthcare services focusing on patient well-being and sustainability.

Coproduction and cocreation in public care services: a systematic review

2020 ◽  
Vol 33 (5) ◽  
pp. 561-578
Author(s):  
Teresa Sofia Amorim Lopes ◽  
Helena Alves
Keyword(s):  
Systematic Review ◽  
Service Providers ◽  
Care Service ◽  
Well Being ◽  
Healthcare Services ◽  
Service Research ◽  
Public Healthcare ◽  
Public Care ◽  
Content Type ◽  
Trust Development

PurposeTo analyze and discuss the research on the public healthcare services (PHCS) through the lenses of coproduction/creation by systematizing the antecedents, the process enablers and the outcomes of coproduction/creation in terms of organizational and individual/patients factors.Design/methodology/approachA systematic review was performed based on 46 papers found in ISI Web of Science and Scopus databases following the Prisma Protocol for the search.FindingsThe results show that antecedents of coproduction/creation are connected to organizational/institutional capabilities (e.g. codesign of services or trust development) or patient/individual factors (e.g. physical and mental capabilities). The process of coproduction/creation relates with enablers, such as interactive and dynamic relationships between public care service providers and users. Finally, outcomes have diverse nature, namely quality of life, compliance, behavioral intentions, among others.Research limitations/implicationsThis study addresses the overlooked topic of coproduction/creation of value within PHCS. It contributes to public healthcare services literature wherein concepts of coproduction and cocreation of value are still on debate. It contributes to the transformative service research (TSR) by underlining that healthcare factors, processes and approaches may have a positive or negative (value codestructing) influence on the well-being. It yields crucial implications for PHCS.Originality/valueIt is the first attempt to systematize scientific knowledge on this topic, therefore conferring some novelty potential.

Transformative place management (TPM) in commercial settings and business performance

2020 ◽  
Vol 34 (7) ◽  
pp. 889-907
Author(s):  
Mauricio Losada-Otálora ◽  
Jose Ribamar Siqueira
Keyword(s):  
Emotional Labor ◽  
Place Attachment ◽  
Well Being ◽  
Service Research ◽  
Surface Acting ◽  
Place Management ◽  
Content Type ◽  
Positive Effects ◽  
Moderating Role

Purpose This study aims to introduce transformative place management – TPM – (defined as the deliberate efforts of place managers in commercial settings to provide a pool of restorative resources to improve the consumers’ emotional well-being) by merging the REPLACE framework and transformative service research. Additionally, this research analyzes the direct and indirect impacts of restorative resources as a form of TPM on consumers’ emotional well-being and place attachment, considering the moderating role of employee emotional labor. Design/methodology/approach A total of 240 customers were surveyed in an experience-based store in a developing country by using a questionnaire. Then, a moderated mediation model was applied to analyze the moderating role of employee emotional labor in the relationship between TPM and place attachment through consumers’ well-being. Findings TPM that provides restorative resources to consumers influences place attachment by improving consumer well-being. However, surface acting by employees reduces the ability of TPM to increase place attachment through the improvement of consumers’ emotional well-being. Deep acting, on the other hand, does not enhance the effect of TPM on place attachment through consumers’ emotional well-being. Originality/value This paper proposes new developments in the transformative service research (TSR) paradigm by introducing TPM. By showing how the place of consumption increases the well-being of customers, this paper helps TSR researchers to accomplish the purpose of transforming the lives of consumers through relevant research. Although marketing researchers and environmental psychologists have theoretically anticipated the positive effects on well-being from consumption settings, this paper explains how commercial places promote customer well-being through the provision of restorative resources. Also, this paper shows how the place of consumption transforms consumers’' lives and identifies some of the boundary conditions at which such a transformation occurs.

The role of organizational culture in the knowledge management process

2015 ◽  
Vol 19 (3) ◽  
pp. 433-455 ◽  
Author(s):  
Christina Ling-hsing Chang ◽  
Tung-Ching Lin
Keyword(s):  
Organizational Culture ◽  
Knowledge Management ◽  
Customer Service ◽  
Survey Methodology ◽  
Cultural Dimensions ◽  
Content Type ◽  
Knowledge Resources ◽  
Positive Effects ◽  
Wide Range ◽  
The Individual

Purpose – The purpose of the study is to focus on the enhancement of knowledge management (KM) performance and the relationship between organizational culture and KM process intention of individuals because of the diversity of organizational cultures (which include results-oriented, tightly controlled, job-oriented, closed system and professional-oriented cultures). Knowledge is a primary resource in organizations. If firms are able to effectively manage their knowledge resources, then a wide range of benefits can be reaped such as improved corporate efficiency, effectiveness, innovation and customer service. Design/methodology/approach – The survey methodology, which has the ability to enhance generalization of results (Dooley, 2001), was used to collect the data utilized in the testing of the research hypotheses. Findings – Results- and job-oriented cultures have positive effects on employee intention in the KM process (creation, storage, transfer and application), whereas a tightly controlled culture has negative effects. Research limitations/implications – However, it would have been better to use a longitudinal study to collect useful long-term data to understand how the KM process would be influenced when organizational culture dimensions are changed through/by management. This is the first limitation of this study. According to Mason and Pauleen (2003), KM culture is a powerful predictor of individual knowledge-sharing behavior, which is not included in this study. Thus, this is the second limitation of this paper. Moreover, national culture could be an important issue in the KM process (Jacks et al., 2012), which is the third limitation of this paper for not comprising it. Practical implications – In researchers’ point of view, results- and job-oriented cultures have positive effects, whereas a tightly controlled culture has a negative effect on the KM process intention of the individual. These findings provide evidences that challenge the perspective of Kayworth and Leidner (2003) on this issue. As for practitioners, management has a direction to modify their organizational culture to improve the performance of KM process. Social implications – Both behavioral and value perspectives of the organizational cultural dimensions (results-oriented, tightly control, job-oriented, sociability, solidarity, need for achievement and democracy) should be examined to ascertain their effects firstly on KM culture and then on the KM process intention of the individual. It is hoped that the current study will spawn future investigations that lead to the development of an integrated model which includes organizational culture, KM culture and the KM process intention of the individual. Originality/value – The results-oriented, loosely controlled and job-oriented cultures will improve the effectiveness of the KM process and will also increase employees’ satisfaction and willingness to stay with the organization.

Customer delight during a crisis: understanding delight through the lens of transformative service research

2020 ◽  
Vol 32 (1) ◽  
pp. 129-141 ◽  
Author(s):  
Donald C. Barnes ◽  
Jessica Mesmer-Magnus ◽  
Lisa L. Scribner ◽  
Alexandra Krallman ◽  
Rebecca M. Guidice
Keyword(s):  
Critical Incident ◽  
Service Providers ◽  
Psychological Theory ◽  
Well Being ◽  
Service Research ◽  
Service Encounters ◽  
Need Fulfillment ◽  
Content Type ◽  
Customer Delight ◽  
Service Experiences

PurposeThe unprecedented dynamics of the COVID-19 pandemic has forced firms to re-envision the customer experience and find new ways to ensure positive service encounters. This context has underscored the reality that drivers of customer delight in a “traditional” context are not the same in a crisis context. While research has tended to identify hedonic need fulfillment as key to customer well-being and, ultimately, to invoking customer delight, the majority of studies were conducted in inherently positive contexts, which may limit generalizability to more challenging contexts. Through the combined lens of transformative service research (TSR) and psychological theory on hedonic and eudaimonic human needs, we evaluate the extent to which need fulfillment is the root of customer well-being and that meeting well-being needs ultimately promotes delight. We argue that in crisis contexts, the salience of needs shifts from hedonic to eudaimonic and the extent to which service experiences fulfill eudaimonic needs determines the experience and meaning of delight.Design/methodology/approachUtilizing the critical incident technique, this research surveyed 240 respondents who were asked to explain in detail a time they experienced customer delight during the COVID-19 pandemic. We analyzed their responses according to whether these incidents reflected the salience of hedonic versus eudaimonic need fulfillment.FindingsThe results support the notion that the salience of eudaimonic needs become more pronounced during times of crisis and that service providers are more likely to elicit perceptions of delight when they leverage meeting eudaimonic needs over the hedonic needs that are typically emphasized in traditional service encounters.Originality/valueWe discuss the implications of these findings for integrating the TSR and customer delight literatures to better understand how service experiences that meet salient needs produce customer well-being and delight. Ultimately, we find customer delight can benefit well-being across individual, collective and societal levels.

Gaming the gamer? – The ethics of exploiting psychological research in video games

2016 ◽  
Vol 14 (2) ◽  
pp. 106-123 ◽  
Author(s):  
Johnny Hartz Søraker
Keyword(s):  
Video Games ◽  
Social Relations ◽  
Video Game ◽  
Game Design ◽  
User Behavior ◽  
Well Being ◽  
Psychological Research ◽  
Rating Systems ◽  
Content Type ◽  
Ethical Implications

Purpose The purpose of this paper is to investigate the ethical implications of video game companies employing psychologists and using psychological research in game design. Design/methodology/approach The author first argues that exploiting psychology in video games may be more ethically problematic than familiar application domains like advertising, gambling and political rhetoric. Then an overview of the effects particular types of game design may have on user behavior is provided, taking into account various findings and phenomena from behavioral psychology and behavioral economics. Findings Finally, the author concludes that the corresponding ethical problems cannot – and should not – be addressed by means of regulation or rating systems. The author argues instead that a more promising countermeasure lies in using the same psychological research to educate gamers (children in particular) and thereby increase their capacity for meta-cognition. Originality/value The importance of this lies in the tremendous effect these behavior-modifying technologies may have upon our self-determination, well-being and social relations, as well as corresponding implications for the society.

scholarly journals Transformative service research: a conceptual framework based on consumer's perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Veronica Ungaro ◽  
Laura Di Pietro ◽  
Maria Francesca Renzi ◽  
Roberta Guglielmetti Mugion ◽  
Maria Giovina Pasca
Keyword(s):  
Conceptual Framework ◽  
Well Being ◽  
Service Research ◽  
Future Research ◽  
Bottom Line ◽  
Content Type ◽  
Consumer Perspective ◽  
Social Environmental ◽  
The Relationship ◽  
Depth Interviews

PurposeThis study aims to investigate the consumer's perspective regarding the relationship between services and well-being, contributing to the knowledge base in transformative service research (TSR). More specifically the aim was to understand consumers' perceptions of the relationship between services and well-being and their views about how companies can contribute (directly and/or indirectly) to achieve the well-being.Design/methodology/approachTo reach the research aim, the study adopts an explorative inductive design, carried out through a qualitative approach and grounded in 30 in-depth interviews with consumers.FindingsService sustainability represents the fundamental characteristic that determines the service ability to be transformative, requiring the implementation of the triple bottom line dimensions: social, environmental and economic. It emerged that, in the consumer's mind, the service categories that present a stronger relationship between service and well-being are as follows: healthcare, financial and transport.Originality/valueThe paper proposes a conceptual framework to describe the consumer perspective of the services' transformative role in promoting well-being, providing a theoretical lens for conducting future research and continuing to expand transformative service research (TSR).

What Words Can’t Say

2018 ◽  
Vol 16 (1) ◽  
pp. 2-15 ◽  
Author(s):  
Alexis M. Elder
Keyword(s):  
Moral Psychology ◽  
Interpersonal Communication ◽  
Computer Mediated Communication ◽  
Relevant Literature ◽  
Well Being ◽  
Ethical Analysis ◽  
Mediated Communication ◽  
Positive Potential ◽  
Content Type ◽  
Positive Effects

Purpose This paper aims to survey the moral psychology of emoji, time-restricted messaging and other non-verbal elements of nominally textual computer-mediated communication (CMC). These features are increasingly common in interpersonal communication. Effects on both individual well-being and quality of intimate relationships are assessed. Results of this assessment are used to support ethical conclusions about these elements of digital communication. Design/methodology/approach Assessment of these non-verbal elements of CMC is framed in light of relevant literature from a variety of fields, including neuroscience, behavioral economics and social psychology. The resulting ethical analysis is informed by both Aristotelian and Buddhist virtue ethics. Findings This paper finds that emoji and other nonverbal elements of CMC have positive potential for individual well-being and interpersonal communication. They can be used to focus and direct attention, express and acknowledge difficult emotions and increase altruistic tendencies. Research limitations/implications This paper is conceptual, extrapolating from existing literature to investigate possibilities rather than reporting on novel experiments. It is not intended to substitute for empirical research on use patterns and their effects. But by identifying positive potential, it can help both users and designers to support individual and relational well-being. Practical implications The positive effects identified here can be incorporated into both design and use strategies for CMC. Social implications Situating ethical analysis of these trending technologies within literature from the social sciences on the effects of stylized faces, disappearing messages and directed attention can help us both understand their appeal to users and best practices for using them to enrich our social lives. Originality/value The paper uses empirically informed moral psychology to understand a deceptively trivial-looking phenomenon with wide-ranging impacts on human psychology and relationships.

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