43 research outputs found
23rd Recent Advances in Retailing & Services Science Conference, July 11-14, 2016, Edinburgh, Scotland:book of abstracts
23rd Recent Advances in Retailing & Services Science Conference, July 11-14, 2016, Edinburgh, Scotland:book of abstracts
This book includes the (edited) abstracts of the papers that will be presented at the 23rd Recent Advancesin Retailing and Services Science Conference, at the Carlton/Hilton hotel, Edinburgh, Scotland, July 11-16, 2016.The aim of the conference is to bring together an international and multidisciplinary audience working ondifferent topics in retailing and consumer behavior research. Both completed work and work in progresswill be presented. This is reflected in the kind of papers that have been accepted for presentation
Triggering Service Employees' Empathy through Design Methods
Empathy is key in user-centered design. It drives designers to take users’ perspectives to understand their experiences. Moreover, empathy is vital for service companies as it ensures quality, fosters customer loyalty and forgiveness, and ultimately improves customer satisfaction. Empathy supports the service employees’ awareness of their role in users’ experience (even those without design background). At the organizational level, empathy is the ground for breaking silos between teams and increasing overall user experience maturity. However, the methods and processes for triggering service employees’ empathy are still under-researched. Design research needs more studies on empathic methods to train service employees’ empathy. The field also needs more research on measuring empathy in a design context to deepen knowledge of empathy mechanisms. This knowledge will help designers shape their empathic design approach and observe the empathy tendencies evolution of the other service employees after participating in empathic design interventions.
Our research investigates the use of empathic design methods to promote the understanding of customer experiences inside an organization and deliver high-quality experience services. How do empathic design methods influence service employees’ empathy towards users? We studied three empathic methods to trigger employees’ empathy inside the Luxembourgish railway service company (CFL): the physical journey map, the love and breakup method, and the co-creation method. In parallel, we developed and validated a self-reported measurement instrument, the Empathy in Design scale (EMPA-D), measuring three dimensions of service employees’ empathy: emotional interest and perspective-taking, personal experience, and self-awareness.
Researching methods triggering and measuring service employees’ empathy is primordial for supporting the design of services through user-centric approaches. This thesis brings reflections and guidelines to consolidate empathic methods and research on empathy in design
Innovative Approaches for Sustainable Agriculture and Food Systems Development : Conference proceedings
2022-2023 Xavier University Undergraduate and Graduate University Catalog
https://www.exhibit.xavier.edu/coursecatalog/1275/thumbnail.jp
Electronic Imaging & the Visual Arts. EVA 2019 Florence
The Publication is following the yearly Editions of EVA FLORENCE. The State of Art is presented regarding the Application of Technologies (in particular of digital type) to Cultural Heritage. The more recent results of the Researches in the considered Area are presented. Information Technologies of interest for Culture Heritage are presented: multimedia systems, data-bases, data protection, access to digital content, Virtual Galleries. Particular reference is reserved to digital images (Electronic Imaging & the Visual Arts), regarding Cultural Institutions (Museums, Libraries, Palace - Monuments, Archaeological Sites). The International Conference includes the following Sessions: Strategic Issues; New Science and Culture Developments & Applications; New Technical Developments & Applications; Cultural Activities – Real and Virtual Galleries and Related Initiatives, Access to the Culture Information. One Workshop regards Innovation and Enterprise. The more recent results of the Researches at national and international level are reported in the Area of Technologies and Culture Heritage, also with experimental demonstrations of developed Activities