scholarly journals RESEARCH NOTES Examining the Impact of Customer-To-Customer Interaction on Service Experiences: A Pilot Study

2020 ◽  
Author(s):  
Jasmine Zea Raziah Radha Rashid-Radha ◽  
Andrew Lockwood ◽  
Eimear-Marie Nolan-Davis
Keyword(s):  
Social Interaction ◽  
Pilot Study ◽  
Critical Incident ◽  
Target Market ◽  
Structured Interviews ◽  
Service Experience ◽  
Current Design ◽  
Specific Incident ◽  
The Right ◽  
The Impact

This research focuses on how the design of backpacker hostels influences social interaction among guests and how this could enhance or spoil their service experience. There are opposing views on how different aspects of hostel design and services contribute towards guests’ evaluation of their hostel stay. On one hand, it is suggested that a hostel environment which encourages social interaction adds value to the service experience while on the other hand, an environment that offers extra privacy, such as en-suite bedrooms, is more valued. The present research therefore argues that some aspects of the hostel’s current design and core services may now be redundant for certain market segments of the hostel guest. Empirical evidence is needed to illustrate the extent to which hostels are providing the right design and services to meet the current requirements of their target market. At this stage of the research, a pilot study has been carried out using semi-structured interviews with individuals who have stayed in backpacker hostels. Using the Critical Incident Technique (CIT), respondents were asked to recall a specific incident where they had interacted with other hostel guests. Details about the environment in which the interaction took place, as well as how the respondents felt about the interaction, were asked during the interview. It is expected that the findings of this research will shed light on which aspects of a hostel’s design and guests’ interaction would contribute towards enhancing the service experience.  

Psychological ownership in team-based entrepreneurship education activities

2015 ◽  
Vol 21 (4) ◽  
pp. 600-621 ◽  
Author(s):  
Thomas Wing Yan Man ◽  
Maris Farquharson
Keyword(s):  
Social Interaction ◽  
Group Dynamics ◽  
Critical Incident ◽  
Entrepreneurship Education ◽  
Psychological Ownership ◽  
Structured Interviews ◽  
Content Type ◽  
Self Reflection ◽  
Education Activity ◽  
The Impact

Purpose – The purpose of this study is to explore psychological ownership (PO) during team-based projects as part of entrepreneurship education. Design/methodology/approach – The critical incident technique using semi-structured interviews was adopted on a sample of 20 participants involved in team-based entrepreneurship education activities. From reported critical incidents interpretation of the participants’ perceived ownership behaviour centred on: “what” participants perceived they owned; “when” PO occurred; and “how” they perceived that ownership. Findings – Different forms of collective and individual levels PO exist as an important element in the context of team-based entrepreneurship education activities. The form of PO changes at junctures during different stages of team-based entrepreneurship education activity. Moreover, PO is heavily influenced by a range of individual and group-based factors, specifically the social interaction at the start of such projects and self-reflection towards the end. Research limitations/implications – Further investigations might be made on the measures of PO, and on the relationship between PO and learning outcomes in entrepreneurship education. The impact of group dynamics and culture on the formation of PO should be addressed. Practical implications – As an important element for effective entrepreneurship education, PO should be promoted through team oriented, authentic and experiential activities allowing nurturing and encouraging contacts with various stakeholders. Such activities should also be reflective, allowing rotation of team roles, and extending over a longer time horizon. Originality/value – This study is an attempt to empirically examine the role of PO in entrepreneurship project teams. It also contributes to our understanding of the dynamic nature of PO through social interaction and reflection.

Architects and rural post-disaster housing: lessons from South India

2015 ◽  
Vol 6 (2) ◽  
pp. 206-224 ◽  
Author(s):  
Gertrud Tauber
Keyword(s):  
South India ◽  
Social Dynamics ◽  
Participant Observation ◽  
Indian Ocean Tsunami ◽  
Primary Data ◽  
Structured Interviews ◽  
Content Type ◽  
The Right ◽  
The Impact ◽  
Post Disaster

Purpose – This research aims to examine three housing projects implemented by local non-governmental organizations (NGOs) and planned by local architects after the Indian Ocean tsunami of 2004 in rural South India. The key to the acceptance of post-disaster houses lies in meeting the peoples’ wishes and needs, and in integrating local know-how into the course of the project process (a premise intensively discussed in theory). After the tsunami of 2004, many (NGOs) appointed architects, assuming that these professionals would be qualified to facilitate the implementation of people-oriented houses (and villages). However, the architects’ roles vary significantly, which had, as will be shown here, a considerable impact on the degree of success of the project. Design/methodology/approach – Primary data for this study were gathered through household questionnaires (110); informal interaction; participant-observation (work assignment: 2.5 years; field survey: 4 months); semi-structured interviews (NGO representatives, architects and engineers). Secondary literature was studied on post-disaster housing, building cultures and cultures of knowledge. Findings – This study reveals that, in the course of rural post-disaster reconstruction, there is a crying need to appoint the “right” personnel having, first of all, the capacity to comply with the social dynamics at project level, and, second, being able to address those aspects critical for the realization of people-oriented housing. Architects can be a valuable resource for both the NGO and the villagers. However, this paper shows that key to this is, among other considerations, a thorough understanding of the rural (building) culture, its abilities and requirements, the strategic interplay of various roles and abilities during the course of an intricate building process and the design of appropriate roles for adequately-skilled architects. Originality/value – To this date, the debate on the role of architects in the context of post-disaster housing has neglected to examine empirically the implications of appointing these professionals in rural post-disaster contexts. This paper addresses this imbalance and complements the existing corpus of work by examining the impact of different roles of architects on the degree of success of the project at village level.

scholarly journals Language diversity and challenges to communication in Indian emergency departments

2021 ◽  
Vol 14 (1) ◽  
Author(s):  
Katherine Douglass ◽  
Lalit Narayan ◽  
Rebecca Allen ◽  
Jay Pandya ◽  
Zohray Talib
Keyword(s):  
Emergency Departments ◽  
Critical Incident ◽  
English Language ◽  
Rapid Assessment ◽  
Assessment Process ◽  
Language Diversity ◽  
Structured Interviews ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
The Impact

Abstract Background Communication in emergency departments (ED) in India is complicated by the country’s immense language diversity. Prior research has revealed challenges in language and communication as barriers to care. Our objective was to quantify language diversity among clinicians in Indian EDs and better understand issues related to clinician-clinician and clinician-patient communication. Methodology A cross-sectional survey of ED clinicians was conducted. Survey participants were recruited in-person and through email at six partner sites in India. ANOVA and binary logistic regression were used for subgroup analysis. Semi-structured interviews were conducted with ED clinicians. Interview data was analyzed using the rapid assessment process to determine predominant themes. Results 106 clinicians completed the survey. On average, clinicians spoke 3.75 languages. Seventy-one percent used a non-English language to speak to fellow clinicians most of the time, and 53% reported at least one critical incident over the last year where poor communication played a part. Interviews revealed challenges including low health literacy, high patient volume, and workplace hierarchy. Conclusions This study is the first to document the impact of language diversity and communication barriers in Indian EDs. The results highlight the need for effective strategies to improve communication between the multiple languages spoken by clinicians and patients.

scholarly journals Social interaction game to promote empathy among first year medical students: a pilot study

2018 ◽  
Vol 5 (7) ◽  
pp. 3096
Author(s):  
Liaquat R. Johnson ◽  
Ramiz Raja
Keyword(s):  
Social Interaction ◽  
Medical Students ◽  
Pilot Study ◽  
Repeated Measures ◽  
Cross Sectional Study ◽  
Internal Reliability ◽  
Cross Sectional ◽  
Scale Scores ◽  
The Impact ◽  
Interaction Game

Background: Empathy is integral to professionalism, but is lacking in medical students. There are few interventions that promote empathy. This pilot study describes the first use of a novel intervention to promote empathy.Methods: A novel social interaction game was developed and administered to first MBBS students. It provided an experiential simulation of persons belonging to lower socioeconomic strata over 4 simulated ‘days’. This cross-sectional study assessed the impact of the intervention on empathy using a 5-point Likert scale to score self-perceptions across several domains. The data were analyzed using repeated measures analysis of variance (RMANOVA).Results: There was a statistically significant decline in scale scores on all days following Day 1 (p<0.05). This was true across all domains. Cronbach’s alpha for internal reliability was 0.91 for Day 1; and 0.97 for Day 1 through Day 4. Open ended comments indicated empathic feelings were generated due to the intervention.Conclusions: A simulation experience like the social interaction game described here, may be used to improve the attitudes and empathy of medical students towards persons from low socioeconomic backgrounds.

scholarly journals TEAM FORMATION IN ENGINEERING DESIGN COURSES

2019 ◽  
Author(s):  
Mohamed Galaleldin ◽  
Justine Boudreau ◽  
Hanan Anis
Keyword(s):  
Student Satisfaction ◽  
Engineering Design ◽  
Engineering Students ◽  
Project Based Learning ◽  
Team Composition ◽  
Structured Interviews ◽  
Great Opportunity ◽  
Project Outcome ◽  
The Right ◽  
The Impact

Engineering design courses often include a team-based project. Project-based learning offers a great opportunity for engineering students to learn about teamwork and collaboration. It also gives students a chance to learn about themselves and improve their conflict management skills. Choosing the right team members for a specific project is not trivial, as the choice of the team often affects the project outcome and the students’ experience in the course. Moreover, there is a debate among engineering educators as to whether it is better to force team composition or not. In this paper, we investigate the impact of team composition and formation on project outcomes and student satisfaction in a second-year engineering design course at the University of Ottawa. The course is open to all engineering students and has an accessibility theme. Students work in teams with a client that has a specific accessibility need. Students meet the client three times during the semester and deliver a physical prototype by the end of the semester. For this study, students in the design course were divided into two groups. Students in the first group were allowed to pick their teams, while the instructor created the teams in the second group based on multidisciplinary composition and year of study. Both groups had the same instructor and the same course material, labs, project choices, etc. Semi-structured interviews were conducted with a few teams in each group.

scholarly journals Language Diversity and Challenges to Communication in Indian Emergency Departments

2021 ◽  
Author(s):  
Katherine Douglass ◽  
Lalit Narayan ◽  
Rebecca Allen ◽  
Jay Pandya ◽  
Zohray Talib
Keyword(s):  
Emergency Departments ◽  
Critical Incident ◽  
English Language ◽  
Rapid Assessment ◽  
Assessment Process ◽  
Language Diversity ◽  
Structured Interviews ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
The Impact

Abstract BackgroundCommunication in emergency departments (ED) in India is complicated by the country’s immense language diversity. Prior research has revealed challenges in language and communication as barriers to care. Our objective was to quantify language diversity among clinicians in Indian EDs and better understand issues related to clinician-clinician and clinician-patient communicationMethodologyA cross-sectional survey of ED clinicians was conducted. Survey participants were recruited in-person and through email at six partner sites in India. ANOVA and binary logistic regression were used for subgroup analysis. Semi-structured interviews were conducted with ED clinicians. Interview data was analyzed using the rapid assessment process to determine predominant themes.Results 106 clinicians completed the survey. On average, clinicians spoke 3.75 languages. 71% used a non-English language to speak to fellow clinicians most of the time. 53% reported at least one critical incident over the last year where poor communication played a part. Interviews revealed challenges including low health literacy, high patient volume,and workplace hierarchy.Conclusions This study is the first to document the impact of language diversity and communication barriers in Indian EDs. The results highlight the need for effective strategies to improve communication that account for the multiple languages spoken by clinicians and patients.

scholarly journals ‘Powerlessness’ or ‘doing the right thing’ – Moral distress among nursing home staff caring for residents at the end of life: An interpretive descriptive study

2017 ◽  
Vol 31 (9) ◽  
pp. 853-860 ◽  
Author(s):  
Amanda Young ◽  
Katherine Froggatt ◽  
Sarah G Brearley
Keyword(s):  
Nursing Home ◽  
Nursing Homes ◽  
End Of Life ◽  
Critical Incident ◽  
Nurse Managers ◽  
Moral Distress ◽  
Structured Interviews ◽  
Nursing Home Staff ◽  
The Right ◽  
Do The Right Thing

Background: Caring for dying people can contribute to moral distress experienced by healthcare professionals. Moral distress can occur when this caring is restricted by organisational processes, resources or the provision of futile care. These factors apply to end of life care in nursing homes but research is lacking. Aim: To describe how nursing home staff experience moral distress when caring for residents during and at the end of life. Methods: An interpretive descriptive design, using the critical incident technique in semi-structured interviews to collect data from nursing home staff. Data were analysed using a thematic analysis approach. Setting: Four nursing homes in one large metropolitan area. Participants: A total of 16 staff: 2 nurse managers, 4 nurses and 10 care assistants. Findings: Participants described holding ‘good dying’ values which influenced their practice. The four practice-orientated themes of advocating, caring, communicating and relating with residents were found to influence interactions with residents, relatives, general practitioners, and colleagues. These led staff to be able to ‘do the right thing’ or to experience ‘powerlessness’, which could in turn lead to staff perceiving a ‘bad death’ for residents. Conclusion: When there are incongruent values concerning care between staff and others involved in the care of residents, staff feel powerless to ‘do the right thing’ and unable to influence care decisions in order to avoid a ‘bad death’. This powerlessness is the nature of their moral distress.

scholarly journals The Ergonomics of the Islamic Ablution: Exploring Considerations for the Elderly in the Mosque

2020 ◽  
Vol 2 (1) ◽  
pp. 59-77
Author(s):  
Sarah Aliya Che Hasbi ◽  
Sufian Hamat
Keyword(s):  
The Elderly ◽  
Practical Experience ◽  
General Observation ◽  
Design Assessment ◽  
The People ◽  
Current Design ◽  
Physical Abilities ◽  
And Performance ◽  
The Right ◽  
The Impact

A general observation on the state and condition of the ablution area at some mosques in the country has pictured the place as slippery and unsafe and not properly used and maintained.  This has led to the assumptions that the design of the place had not thoroughly considered the ergonomic factors and right anthropometric of the users which has created discomfort in positioning oneself and accessing the fixtures during the act.  The impact of the problems has never been rationalized and always overlooked particularly on how it may affect the elderly group that is has become very common and being repeated in the provision of the ablution area in other mosque’s design and development.  In consideration of the pressing issues and needs for an appropriate ablution area as part of safety and cleanliness measures at Mosque or Surau, the design of the facility must be emphasized and be based on the needs and physical abilities of the users. This particular study on the ablution area is necessary as it has uncovered salient and common problem of the current design of the place.  The methodology selected for the study was a combination of several methods.  It encompassed onsite observation on the practical use and performance of the ablution area, interview survey on users’ practical experience and design assessment focusing on the ergonomic and anthropometric considerations of the place through measured drawing method.  The results were triangulated to determine the overall performance of the present design of ablution area in facilitating spiritual obligation of the people. For the purpose, three different mosques in Kuala Nerus district namely Masjid UNiSZA (Universiti Sultan Zainal Abidin), Masjid UMT (Universiti Malaysia Terengganu) and Masjid Tok Jembal were selected as case studies. The study on the 3 sites of ablution area has displayed results indicating problems generally based on the location and proximity of water faucet and seating provision at the area which apparently were not based on the right ergonomic. This has created discomfort to the users and leaving messy and slippery ground after use.

scholarly journals Social-family development: integral culture for the formation of the children of the zero program always in the municipality of Pamplona

2019 ◽  
Vol 11 (11) ◽  
pp. 31-43
Author(s):  
Fredy Andrés Cruz - Vega ◽  
Luz Eliana Figueroa - Granados
Keyword(s):  
Rural Areas ◽  
Primary Objective ◽  
Point Of View ◽  
Structured Interviews ◽  
The Social ◽  
The Right ◽  
Relationship Of ◽  
The Impact ◽  
The Relationship

The research makes it possible to recognize the judgments of the users who are enrolled in the zero to always family modality and, in turn, establish the relationship they give to the program in the training of their children. The use of qualitative research for this proposal contributes or it establishes the relationship of describing and giving points of view to problems of the social educational and experiential context, the primary objective was to determine the degree of use by users of the program from zero to always family modality, in the municipality of Pamplona. It can be said that the application of this research contributes in part to diagnosing from a personal point of view the impact generated by the program in the training of minors, evidencing in it the theoretical, political and real positions in order to make them aware of the importance of training of children. The instruments used for families in certain rural areas who are the objects of study were semi-structured interviews; validated by experts from the area, they managed to produce key information for the analysis and triangulation. Thanks to the analysis units and the categories established in the interview, it was possible to focus and provide solutions to the objectives set, demonstrating the perception that the beneficiaries of the program of zero They always have in relation to the operation in rural areas of Pamplona. With the information obtained it is clear to establish the conformity of the operation of the program in terms of the role of care for families, the training of minors and the integration of society is thus how the show is getting on the right tide.

The impact of social media platforms on book marketing and advertising : a case of selected South African authors

2020 ◽  
Vol 3 (2) ◽  
pp. 43-60
Author(s):  
Selaelo John Mabeba
Keyword(s):  
Social Media ◽  
South African ◽  
Primary Data ◽  
Target Market ◽  
Uses And Gratification ◽  
Uses And Gratification Theory ◽  
The Social ◽  
Social Media Platforms ◽  
The Right ◽  
The Impact

Authors use social media platforms to reach out to potential readers. Social media play an important role in book marketing and advertising and is convenient for meeting authors' goals of finding a wide target market in a short space of time. In light of this, this paper assessed the impact of social media platforms (Facebook, Twitter, Instagram and WhatsApp) on marketing and advertising books: poetry, fiction, and non-fiction. The paper emanates from an empirical study undertaken to establish whether such platforms do guarantee optimum sales for authors. The paper is grounded on the Uses and Gratification Theory (UGT) that explains the different reasons that inspire social media users to choose certain media to satisfy their specific needs. These needs develop out of the social territory. The theory states that receivers select the types of media and media content to fulfil their needs. UGT links the need for gratification to a specific medium choice that rests with the audience member. As a result, a qualitative method was used with an unstructured questionnaire to collect primary data. The findings show that authors have a challenge in terms of identifying the right target market on their social media accounts. The findings further show that social media platforms do not necessarily guarantee sales; instead, they are crucial for creating awareness.

Sign in / Sign up

Export Citation Format

Share Document