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"human experience"
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Elevating the human experience (HX) through service research collaborations: introducing ServCollab
PurposeElevating the human experience (HX) through research collaborations is the purpose of this article. ServCollab facilitates and supports service research collaborations that seek to reduce human suffering and improve human well-being.Design/methodology/approachTo catalyze this initiative, the authors introduce ServCollab's three human rights goals (serve, enable and transform), standards of justice for serving humanity (distributive, procedural and interactional justice) and research approaches for serving humanity (service design and community action research).Research implicationsServCollab seeks to advance the service research field via large-scale service research projects that pursue theory building, research and action. Service inclusion is the first focus of ServCollab and is illustrated through two projects (transformative refugee services and virtual assistants in social care). This paper seeks to encourage collaboration in more large-scale service research projects that elevate the HX.Practical implicationsServCollab seeks to raise the aspirations of service researchers, expand the skills of service research teams and build mutually collaborative service research approaches that transform human lives.Originality/valueServCollab is a unique organization within the burgeoning service research community. By collaborating with service researchers, with service research centers, with universities, with nonprofit agencies and with foundations, ServCollab will build research capacity to address large-scale human service system problems. ServCollab takes a broad perspective for serving humanity by focusing on the HX. Current business research focuses on the interactive roles of customer experience and employee experience. From the perspective of HX, such role labels are insufficient concepts for the full spectrum of human life.
Journal Article
Places to be
We have so many places to be! Places to be loud and lovely and scared and jubilant. This picture book celebrates all our wide-ranging emotions -- and the adventures that await us each day.
Book
Customer experience (CX), employee experience (EX) and human experience (HX): introductions, interactions and interdisciplinary implications
PurposeThe purpose of this paper is to provide an overview of what (service) experience is and examine it using three distinct perspectives: customer experience (CX), employee experience (EX) and human experience (HX).Design/methodology/approachThe present conceptualization blends the marketing and organizational behavior/human resources management (OB/HRM) disciplines to clarify and reflect over the meaning of (service) experience. The marketing discipline illuminates the concept of CX, whereas the OB/HRM discipline illuminates the concept of EX. The concept of HX, which transcends CX and EX, is examined in light of its recent development in service research. For each of the three concepts, key themes are identified, and future research directions are proposed.FindingsBecause the goal that individuals seek to achieve depends on the role they are enacting, each of the three perspectives on experience (CX, EX and HX) should have a different focal point. CX requires to focus on the process of solving customer goals. EX necessitates to think in terms of organizational context and job content that support employees. Finally, the focus of HX should be on well-being via enhanced gratification, and reduced violation, of basic human needs.Originality/valueThis paper offers an interdisciplinary perspective on (service) experience and simultaneously addresses CX, EX and HX in order to reconcile the different perspectives on experience in service research.
Journal Article
Lazybones
Meet Lazybones! He isn't really lazy. In fact, he teaches his owner tricks all the time! He just doesn't like to go out. When he hears Dad call ... he hides! But one day Lazybones runs out of hiding places, and then he HAS to go on a walk. It's hard to try something new! But could it mean making a new friend too?
Book
Meanings and Interpretations of Spirituality in Nursing and Health
Numerous spirituality models and tools have been developed in health education and research, but a gap still exists around the conceptual clarity and articulation of spirituality among nurses and healthcare providers. Nurses and healthcare providers still find it difficult to interpret and apply the concepts of spirituality in their practice settings. This paper provides a concept analysis of spirituality using the Walker and Avant method of conceptual analysis. Several databases including conceptual and empirical literature from various disciplines have been used. The defining attributes of spirituality included spirituality and religion as a separable or mutual construct, spirituality as a personal construct, wholeness and integration, meaning making and purpose, sense of connectedness and relationship, transcendence, inner source of power, energy, and strength. Major antecedents of spirituality found were faith, personal values, and belief systems, and life adversities. Consequences of spirituality included personal/spiritual growth and wellbeing, resilience, and religiousness. Spirituality is a unique and personal human experience, an individualised journey characterised by multiple experiential accounts such as meaning making, purpose, connectedness, wholeness and integration, energy, and transcendence. Spiritual experiences are often difficult to examine and measure using scientific tools and empirical language. Healthcare providers need to fully understand and apply spirituality and spiritual care aspects to provide holistic person-centred care.
Journal Article
A small thing--but big
Lizzie meets an elderly man and his companion Cecile at the park, but Lizzie's afraid of dogs, so she relies on her new friend to help her take things one step at a time.
Book
Human Experience in HSM Versus AI in HSM
High-Speed Machining (HSM) involves the use of advanced machining techniques to cut materials at significantly higher speeds than traditional methods. The comparison between human-operated machining and AI-driven machining can be analyzed in various aspects like we present in the paper below.
Journal Article
Elevating the human experience through service standards: insights from the global refugee crisis
PurposeThis article proposes a set of three service standards for serving humanity; develops the Agency, Dignity and Diversity (ADD) Service Standards Framework; integrates these standards with human experience; and then applies this framework to refugee service experiences.Design/methodology/approachBuilding on Transformative Service Research (TSR), we propose service standards for humanity and connect these standards to elevating the human experience. Subsequently, the ADD Service Standards Framework for serving humanity is presented and applied to the human experiences of refugees.FindingsThree service standards for serving humanity are proposed: empowering human agency, respecting human dignity and honoring human diversity. Further, we apply these three standards to offer a set of standard-specific practical actions adapted to the plight of refugees.Practical implicationsThe practical implications affect all aspects of humanity’s service systems. Service standards should be universal, responsive to various needs of individuals and groups and adaptable to changing needs.Originality/valueThis paper contributes service standards for guiding service systems of any kind in serving humanity and provides a comprehensive framework for designing and implementing service standards that can elevate the human experience.
Journal Article
Customer experience management in medical tourism (case study: Iranian hospital’s medical tourists)
Purpose
The purpose of this paper is to focus on the emerging phenomenon of medical tourism in the context of Iran from a customer experience management perspective and benchmark of their judgment including positive or negative, of the experience they have achieved of the Iranian health (medical) experience (CE) and suggest scenarios for the improvement of the Iranian customer experience management (CEM).
Design/methodology/approach
The research methodologies and research methods that are used in this descriptive-analytical research are based on an inspection of the remarkable literature related to medical tourism and customer experience management. The data gathering instrument is a researcher-made questionnaire based on the variables in the conceptual model extracted from the research literature. The study was conducted from May to August 2019. The population cohort of this study was the foreign patients calling selected Iranian hospitals and the sampling method was a purposive and snowball sample of prospective medical tourists. As the study was conducted throughout Iran, some important hospitals in Iran were selected by stratified sampling Yang et al. (2020b). The sample size and data saturation were 500 participants Lv and Song (2019). The collected data using the questionnaire were analyzed by SPSS software and statistical tests.
Findings
According to the results, the customer experience management statistical significance in the task aspect is (p = 0.0523), in the mechanical aspect is (p = 0.0563), in the human aspect is (p = 0.0544). The study showed positive customer experience among the patients who had been treated in the Iranian hospitals.
Originality/value
There is a lack of study that focuses on medical tourism and customer experience management in Iran. Therefore, based on the results of this study, the experience of medical tourists in Iran proved to be positive and satisfying. As little research has been conducted in the area of customer experience management (CEM) in Iranian medical tourism, future researchers can use these valuable results precisely and in more detail to benchmark more accurately the customer experience in all areas of medical and health tourism and other research areas in different aspects of CEM in Iran.
Journal Article