161,812 research outputs found
The influence of angry customer outbursts on service providers’ facial displays and affective states
This article explores the existence and extent of emotional
contagion, as measured by facial displays and
reported affective states, in a service failure event. Using
video vignettes of customers complaining about a service
failure as stimulus material, the authors measured the
facial displays and affective states of service providers as
proxies for emotional contagion. Following a two-step
approach, service providers’ facial expressions were first
recorded and assessed, revealing that service providers’
facial displays matched those of the angry consumer.
Second, a mixed ANOVA revealed service providers
reported stronger negative affective states after exposure
to an angry complaint than prior to exposure. The results
demonstrated that during a complaint situation, angry
outbursts by consumers can initiate the emotional contagion
process, and service providers are susceptible to
“catch” consumer anger through emotional contagion.
Implications for complaint management and future
research are discussed
Exploring Patient Satisfaction among Transgender and Non-Binary Identified Healthcare Users: The Role of Microaggressions and Inclusive Healthcare Settings
Patient satisfaction is an important indicator of quality of healthcare delivery. Transgender and non-binary (TGNB) people regularly report experiencing discrimination when in healthcare settings and few TGNB-inclusive services are available. Researchers have not examined how discrimination and access to TGNB-inclusive services are associated with patient satisfaction among TGNB healthcare users. Among a convenience sample of TGNB people (n = 146) from Canada and the United States, I examined the relationship between patient satisfaction, experiencing microaggressions from primary healthcare providers, and receiving care in a TGNB-inclusive healthcare setting.
The results from a multivariable linear regression suggest that experiencing microaggressions is negatively associated with patient satisfaction while obtaining services from an inclusive healthcare setting is positively associated with satisfaction. These findings emphasize the importance of preparing healthcare providers to engage in inclusive practice with TGNB healthcare users, especially in terms of avoiding microaggressions. They also highlight the importance of creating TGNB-inclusive healthcare settings in fostering patient satisfaction. Researchers, medical professionals, and others working towards health equity, should consider the implications of these findings when developing solutions to improve healthcare access and patient satisfaction
Designing a smooth service experience: Finding the balance between online and offline service
Tutkimuksen tavoitteena on selvittää, kuinka digitaalisen ja analogisen palvelun voi paremmin
yhdistää kokonaispalveluksi niin, että asiakas saa mahdollisimman sujuvan palvelukokemuksen.
Tutkimuksen aihe nousee Tunteesta arvoa palvelulle –hankkeesta, jossa
toteutettiin palvelumuotoilun kehitysprojekteja yhdessä viiden yrityksen kanssa. Niistä
useammassa konseptien osana oli digitaalinen palvelu, mutta haasteeksi nousi digitaalisen
kanavan yhdistäminen analogiseen, eli fyysisessä tilassa tapahtuvaan palveluun.
Nykypäivänä digitaalisten palveluiden yleisyys on kasvanut ja ihmiset ovat yhä tottuneempia
käyttämään digitaalisia kanavia osana palvelukokonaisuutta. Toisaalta käyttäjät ovat
myös tietoisia digitaalisten kanavien tarjoamista mahdollisuuksista ja siten heidän odotuksensa
ja vaatimuksensa palvelua kohtaan kasvavat. Eri palvelukanavien välillä on kuitenkin
havaittavissa eroavaisuuksia ja siten yhtenäisen ja sujuvan palvelukokemuksen syntyminen
asiakkaalle on vaikeaa. Asiakkaan tarpeiden ja odotusten sekä yrityksen tavoitteiden
huomioiden palvelupolun luomisessa mahdollistavat palvelun sujuvan etenemisen palvelukanavien
välillä.
Tässä on laadullisessa tutkimuksessa tutkimusaineisto on kerätty puolistrukturoituina
teemahaastatteluina. Tutkimusaineisto on analysoitu teemoittelemalla ja tutkimuksen
löydökset vastaavat kysymyksiin, miten sujuva palvelukokemus muotoillaan palvelumuotoilun
menetelmin, ja miten digitaalisia ja analogisia palvelukanavia tasapainotetaan palvelupolussa.
Tutkimuksen tuloksen muodostaa seitsemästä osasta koostuva työkalu, jonka
tarkoituksena on toimia palvelun muotoilun ja kehittämisen tukena.While working as a research assistant in Value through Emotion research project at University
of Lapland and doing service design projects with several companies, I noticed that there
is a challenge in designing a service that combines online and offline service channels.
Nowadays the trend is to have an online service, such as service application, as a part of the
overall service path, but there is often a gap between the online and offline elements of the
service in regards of the communication and the quality of service delivery.
The customers are more and more used to digital service channels and they are aware of the
possibilities that online channels can provide. Therefore the customers have high expectations
about the service delivery. Designing a service that keeps the continuity throughout
the service despite the form of delivery channel would be a solution for providing the customer
a smooth service experience.
In this research I study how a smooth service experience can be built using service design
methods. I also study how the balance between online and offline service channels can be
found in the overall service path. The research data of partly structured theme interviews
are analysed by qualitative research methods. As a result for this case study I present a toolkit
with seven templates that can be used as a guideline and support in the service design
process when combining online and offline service elements as a smooth service experience
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Assessing the value dimensions of outsourced maintenance services
Purpose
- The purpose of this paper is to investigate the diverse nature of tangible and intangible value dimensions that contribute to customers' perception of value from outsourced maintenance services.
Design/methodology/approach
- A multiple case study approach has been adopted. Repertory grid, an in-depth structured interviewing technique, has been used in order to draw out the respondents' hidden constructs in evaluating outsourced maintenance services. Data have been collected from four customer organizations of outsourced maintenance services, and a total of 33 interviews have been undertaken.
Findings
- The paper has identified a range of tangible and intangible value dimensions that are of importance in maintenance outsourcing decision making. The most important value dimensions for maintenance outsourcing were found to be specialist knowledge, accessibility (of the service provider), relational dynamic, range of products and services, delivery, pricing and locality. Although the paper has identified the most important value dimensions the paper also emphasizes the need to take into account the full range of value dimensions in order to understand the whole value pattern in an organization.
Practical implications
- The results will be of use for maintenance service providers to help them to improve value-adding capacity of maintenance services. The results can also be applied by customers to help them assess the value they receive from outsourced maintenance services.
Originality/value
- A different perspective on maintenance outsourcing value is provided. The value patterns in different organizations and the viewpoints of respondents in different organizational roles are described. The dynamic nature of these tangible or intangible values over time and their interrelationships has also been explored
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