The service encounter – one of the foundational concepts in service research – is fundamentally changing due to rapid evolutions in technology. In this paper, we offer an updated perspective on what ...we label the “Service Encounter 2.0”. To this end, we develop a conceptual framework that captures the essence of the Service Encounter 2.0 and provides a synthesis of the changing interdependent roles of technology, employees, and customers. We find that technology either augments or substitutes service employees, and can foster network connections. In turn, employees and customers are taking on the role of enabler, innovator, coordinator and differentiator. In addition, we identify critical areas for future research on this important topic.
A negative birth experience may influence both women and men and can limit their process of becoming a parent.
This study aimed to analyze and describe women's and men's perceptions and experiences ...of childbirth.
A cross-sectional study of women and their partners living in one Swedish county were recruited in mid pregnancy and followed up two months after birth. Women (n=928) and men (n=818) completed the same questionnaire that investigated new parents’ birth experiences in relation to socio-demographic background and birth related variables.
Women (6%) and men (3%) with a negative birth experiences, experienced longer labours and more often emergency caesarean section compared to women (94%) and men (97%) with a positive birth experience. The obstetric factors that contributed most strongly to a negative birth experience were emergency caesarean and was found in women (OR 4.7, 95% CI 2.0–10.8) and men (OR 4.5, Cl 95% 1.4–17.3). In addition, pain intensity and elective caesarean section were also associated with a negative birth experiences in women. Feelings during birth such as agreeing with the statement; ‘It was a pain to give birth’ were a strong contributing factor for both women and men.
A negative birth experience is associated with obstetric factors such as emergency caesarean section and negative feelings. The content of negative feelings differed between women and men. It is important to take into account that their feelings differ in order to facilitate the processing of the negative birth experience for both partners.
Technology is critical for facilitating the experience value cocreation process in tourism. Online platforms in particular enable consumers to develop realistic expectations and to cocreate their ...experiences. Limited empirical research has been done to investigate the experience value cocreation process, especially in tourism. This study fills this gap by proposing a cognition–emotion–behavior model. A scenario experiment approach is used to investigate the experience value cocreation process on destination online platforms in the pretravel stage. Structural equation modeling analysis shows that online platform experience significantly affects the destination emotional experience. This, in turn, has significant effects on the five dimensions of destination engagement intention. The mediating effect of destination emotional experience on the relationship between online platform experience and destination engagement intention is supported. These findings contribute to a better understanding of the experience value cocreation process and theoretical and managerial implications are proposed.
What informs the process of remembering and forgetting? Is it merely about our capability to store and retrieve experiences in a purely functional sense? What about ′collective memories′, not just ...those of the individual - how do these manifest themselves in the passages of time? The authors present a new, fascinating insight into the social psychology of experience drawing upon a number of classic works (particularly by Frederick Bartlett, Maurice Halbwachs & Henri Bergson) to help develop their argument. The significance of their ideas for developing a contemporary psychology of experience is illustrated with material from studies focused on settings at home and at work, in public and commercial organizations where remembering and forgetting are matters of concern, involving language and text based communication, objects and place. As their argument unfolds, the authors reveal that memories do not solely reside in a linear passage of time, linking past, present and future, nor do they soley rest within the indidvidual′s conciousness, but that memory sits at the very heart of ′lived experience′; whether collective or individual, the vehicle for how we remember or forget is linked to social interaction, object interaction and the different durations of living that we all have. It is very much connected to the social psychology of experience.
Shamanism-the practice of entering a trance state to experience
visions of a reality beyond the ordinary and to gain esoteric
knowledge-has been an important part of life for indigenous
societies ...throughout the Americas from prehistoric times until the
present. Much has been written about shamanism in both scholarly
and popular literature, but few authors have linked it to another
significant visual realm-art. In this pioneering study, Rebecca R.
Stone considers how deep familiarity with, and profound respect
for, the extra-ordinary visionary experiences of shamanism
profoundly affected the artistic output of indigenous cultures in
Central and South America before the European invasions of the
sixteenth century.
Using ethnographic accounts of shamanic trance experiences,
Stone defines a core set of trance vision characteristics,
including enhanced senses, ego dissolution, bodily distortions,
flying, spinning and undulating sensations, synaesthesia, and
physical transformation from the human self into animal and other
states of being. Stone then traces these visionary characteristics
in ancient artworks from Costa Rica and Peru. She makes a
convincing case that these works, especially those of the Moche,
depict shamans in a trance state or else convey the perceptual
experience of visions by creating deliberately chaotic and
distorted conglomerations of partial, inverted, and incoherent
images.
Purpose: This study was to test Sensory Experience Tourist Equity, Affective Experience, Tourist Delight, Cognitive, Behavioral Experience, Tourist Delight, Tourist Equity effect on Tourist Loyalty.
...
Theoretically framework: The article is portraited various research which includes quantitative, and case studies available in various databases like a web of science, Scopus is illustrated for a better understanding of the topic.
Design/methodology/approach: This study are tourism tourists who have visited Huta Tinggi once a year. The sample in this study were 200 respondents using a purposive sampling technique with the criteria of tourists who had visited Huta Tinggi once a year. This research is a quantitative research with a survey method. The data collection tool in this study used a questionnaire. Data analysis using PLS-SEM.
Findings: showed that Affective Experience had a positive and significant effect on Tourist Delight, Cognitive Experience had a positive and significant effect on Tourist Delight and Tourist Equity, Sensory Experience had a positive and significant effect on Tourist Delight and Tourist Equity, Social Experience had a positive and significant effect on Tourist Delight and Tourist Equity, Tourist Delight has a positive and significant effect on Tourist Equity, Tourist Delight has a positive and significant effect on Tourist Loyalty, Tourist Equity has a positive and significant effect on Tourist Loyalty.
Originality/value: This study provides empirical evidence and will be a useful guide for tourism in building more strategic destinations for tourists' enjoyment or tourist delight.
The use of robots in hospitality and tourism is rapidly evolving. Restaurants progressively include robots as part of their staff, not only as waiters but also as chefs. The robotization of tourism ...and gastronomic experiences is a vital challenge that both service providers and customers need to cope with. Within this context, the paper investigates the perceptions of tourists towards the use of robots in restaurants. Drawing from a qualitative research design and built on a grounded theory approach, the results reveal the opportunities derived from the implementation of robots in hospitality and tourism. On the other hand, tourists also perceive the growing presence of robots in food services as a form of dehumanization of the gastronomic experience. Theoretical and practical implications are discussed with regard to a new experiencescape that is increasingly dominated by human-robot interactions.
•Human-service robot interactions are conceptualized in a restaurantscape.•A qualitative approach is used to explore perceptions of restaurant robotization.•Robots are welcomed to optimize food services but are feared for their potential to dehumanize dining.•Robot chefs are perceived to create unique eatertainment experiences.
Despite the hype surrounding Artificial Intelligence (AI), the potential of AI in customer relationship management (CRM) remains underexplored in academia. A between-subjects experiment examined the ...effects of the type of relationship (virtual assistantship versus virtual friendship) consumers build with AI-enabled chatbots on brand personality perception, parasocial interaction (PSI), and CRM. The main effects of the relationship type on brand personality perception appeared for competent brand personality, but not for sincere brand personality. The consumer-chatbot relationship type had effects on CRM-related outcomes (behavioral intention, satisfaction, and trust) through competent brand personality. Consumers who interacted with a friend chatbot experienced stronger PSI with the chatbot, and the relationship type had an influence on brand personality perception through PSI. This mediating effect of PSI was observed for both brand personalities - competence and sincerity. The moderating role of ideological views (technopians versus luddites) in explaining the effect of the relationship type on brand personality perception was detected for sincere brand personality. AI designers and marketers need to develop AI user interface (UI) and user experience (UX) along with marketing strategies that not only can appeal to technopians ready to adopt innovative AI customer representatives but also can ultimately help alleviate luddites’ AI anxiety in the emerging “feeling economy” envisioned by Rust and Huang.
•Chatbots can form virtual assistantship versus virtual friendship with customers.•Chatbots can represent a brand in customer relationship management (CRM).•Brand personality perception and parasocial interaction (PSI) affect CRM.•Virtual friend chatbots induce stronger PSI than virtual assistant chatbots.•Technopians and luddites respond differently to AI-manifested brand personality.
Background:
This article is part one of a series presenting the findings of stakeholder surveys with ostomates and stoma care nurses for stoma services in England. Due to the volume of data and ...publication limits this article focuses on the views and experiences of 2504 people living with a stoma (ostomates).
Aim:
To understand the experience of ostomates in relation to the current services provided in hospital and at home, the delivery of care and views on areas that work well and areas that require improvement.
Methods:
Ostomates were asked to share their experiences in a national online survey, promoted via multiple organisations. The survey included sections for respondent demographics, interactions with the stoma care nurse (SCN), products and dispensing services, as well as patients' experiences relating to both hospital-based care and home-based care. Free-text responses relating to service delivery in hospital and at home were coded and thematically analysed.
Findings:
Results are presented, and verbatim quotes used to demonstrate themes. These include care provision and access to visits from the SCN, physical and psychological care, information sharing, specialist knowledge and products.
Conclusion:
Overall, the survey respondents praised the care given, however, the experiences and views shared via the survey show significant variation in the care and services received. This article presents the findings of a survey of ostomates living in England. A second article, presenting the findings about the experiences of stoma care nurses will be published in a forthcoming issue.
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