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Background Follow-up is a necessary step in the management of chronic disease patients. Cloud follow-up as a new form of follow-up may improve the quality of follow-up. However, there is currently a lack of patient-oriented evaluation tools for cloud follow-up service quality. Objective To develop a scale for evaluating the service experience of chronic disease patients in cloud follow-up and to examine its reliability and validity, in order to provide a tool for evaluating the quality of cloud follow-up services. Methods Guided by the service quality evaluation model, the scale was developed by using methods including literature review, semi-structured interview, expert consultation. During August to October 2022, a survey was conducted among chronic disease patients (n=480) discharged from a tertiary hospital and lived under the network of a community service center in Hangzhou, China. Item analysis and tests of reliability and validity were test on the developed scale. Results The developed scale for evaluating the service experience of chronic disease patients in cloud follow-up had 37 items distributed in 5 dimensions. Patients' perceptions and expectations to each item were evaluated simultaneously. The overall Cronbach's α coefficient of the developed scale was 0.962, with split-half reliability of 0.732 and test-retest reliability of 0.844. The content validity index of the scale was 0.980. The correlation coefficient between the scale and satisfaction scores was 0.754 (P

Improving nutritional intake contributes to maintaining the health and quality of life of the older population and reducing individual and societal healthcare costs. We collaborated with two community service hubs and a public health center in Taipei's Daan District to develop a personalized community-based health and nutrition program using service design. The design was validated through a model encompassing perceived usefulness, service experience, perceived value, and behavioral intention, analyzed using PLS-SEM modeling on 76 individuals. The results showed bidirectional influences among these factors. This study provides practical recommendations for formulating public health policies and health promotion programs for older adults. [ABSTRACT FROM AUTHOR]

A shift from memorable to transformative experiences is taking place in the emerging transformation economy. Experiences constitute the essence of the tourism industry. While the literature has recognized the link between sustainability and local food, how local food affects tourists’ perceived sustainability, service experience, satisfaction, and advocacy is little known. This paper contributes to filling this research gap by examining the relationship between local food and sustainability at Spanish destinations within the transformative service theoretical framework. We conducted a questionnaire on 1476 Spanish tourists to show that service experience, perceived sustainability, and local food, are fundamental to any tourist destination strategy. Data reveal that perceived sustainability is a determining factor of tourists’ service experience at the destination, and the perception of local food reinforces perceived sustainability. Moreover, tourists’ service experience significantly and positively affects satisfaction and, consequently, advocacy. The significance of safe experience as an additional dimension of the service experience is also shown. This paper contributes to the transformative service literature in the field of tourism by demonstrating the enhancing role of local food over visitors’ sustainable experiences. [ABSTRACT FROM AUTHOR]

With increasing public environmental awareness, accelerating green transformation has become inevitable for enterprises to achieve long‐term development. Sustainable customer engagement (sustainable CE) is a core concept of consumer participation in sustainable consumption. Based on partial least squares‐structural equation modeling, this study establishes a prediction model for sustainable CE and explores the impacts of service experience, green perceived value, and customer satisfaction on sustainable customer engagement. This study collected 682 valid data points from customers of green hotels and analyzed the relationships between sustainable CE and its antecedent variables. The results showed that peace of mind and product experience can directly promote sustainable customer engagement. Service experience can enhance sustainable CE through the serial mediation of green perceived value and customer satisfaction. The conclusions enrich the existing knowledge in the field of sustainable consumption and engagement marketing and provide effective suggestions for green hotel managers. [ABSTRACT FROM AUTHOR]

To enhance the competitiveness of the traditional handicraft industry, providers should offer service experiences using their products (i.e., servitization) instead of merely selling them. Effective management for servitization in the traditional handicraft industry must consider the differences in customers’ prior knowledge. Nevertheless, previous studies have overlooked how this knowledge about traditional handicrafts impacts service experiences. This study explores which factors of consumer behavior (during services) and service outcomes (post-services) are affected by customers’ prior knowledge about a traditional handicraft. An organic food restaurant booth was provided at an annual summer festival about pottery as an experiment, and data were collected on customers’ meal experiences with a pottery plate through a questionnaire. The findings suggest that customers’ prior knowledge about a traditional handicraft promotes their search for information from service resources (i.e., organic foods) which are integrated with the traditional handicraft and their creativity during services, thereby changing their understanding of service resources and increasing satisfaction with service experience. This study contributes to services marketing by identifying the factors of during and post-services that are affected by customers’ prior knowledge about a traditional handicraft in the context of servitization.

ABSTRACT Youth in foster care are at high risk of internalizing problems. However, research is scarce regarding their experiences of mental health treatment. This knowledge is important if mental health services are to meet their needs. Through qualitative interviews, we explored the experiences of youth in foster care (N = 9, aged 16–18 years) having been treated for anxiety and depression. Systematic text condensation was used to analyse the transcribed interviews. The youth reported different paths to accessing treatment. They conveyed the need for therapists to build trust and demonstrate genuine care by advocating for them. They valued learning strategies to manage their symptoms and reported that to adopt these strategies, introspection and psychoeducation were necessary. Finally, they emphasized the importance of the treatment setting (e.g., outdoors versus in a traditional office setting). Findings indicate that it was arbitrary as to who helped the youth access treatment. Moreover, for youth to feel they benefitted from the treatment, certain features of the youth–therapist relationship and treatment content proved central. The findings are relevant for clinicians and policymakers within child welfare and youth's mental health services. [ABSTRACT FROM AUTHOR]

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Contextualized in health care service, the authors contribute to service experience theory and practice in three important ways. First, by means of qualitative interviews with patients and health care providers (clinicians and professionals), the authors empirically show that digital technology (mobile application—"app" with its companion portal) can perform the roles of a service provider in health care experiences, identifying six key roles. Second, the authors illustrate how apps, as service providers, can potentially transform the health care experience, influencing the roles and forms of interactions with other actors in the service ecosystem. Third, a typology of roles and key functions highlighting interactions and impact of the app and portal on the health care experience is developed. Drawing on institutional logics and role theory, this article aims to provide new insights into service provider roles that are not confined solely to humans. Our goal is to show that apps can undertake a range of roles to enrich interactions and potentially enhance the health care experience. First, the authors provide evidence that an app can perform the roles of connector, coordinator, counselor, enabler, instructor, and watchperson, impacting on the roles of others in the service ecosystem and the health care experience. Then, guidelines to assist organizations in designing a service using an app as a service provider are offered, together with an agenda to guide future research. [ABSTRACT FROM AUTHOR]

Scholarly understanding of customer journeys has evolved from a linear, single service provider perspective to encompass complex service delivery networks that involve multiple touchpoints governed by various service providers. This intricate setting often gives rise to experiential pain points for customers. To investigate this phenomenon within the context of airport services, our research employs critical incident and problem‐centered interviews as well as an analysis of 7192 online airport reviews. In Studies 1a and 2a, we explore the crucial pain points that travelers encounter throughout their airport journey. Complementing these insights, Studies 1b and 2b assess the impact of the identified pain points on travelers' emotions. Building upon a classification of pain points into information, performance, and hospitality themes, Study 3 further examines how smart service solutions, as new technologies, can address and resolve these pain points, ultimately enhancing the customer experience (CX). By accomplishing these objectives, our work contributes a comprehensive classification scheme for experiential pain points in complex customer journeys to the academic discourse on customer journeys. Furthermore, it establishes a connection to the emerging field of research on the impact of smart service solutions on the CX. [ABSTRACT FROM AUTHOR]

To enhance the competitiveness of the traditional handicraft industry, providers should offer service experiences using their products (i.e., servitization) instead of merely selling them. Effective management for servitization in the traditional handicraft industry must consider the differences in customers' prior knowledge. Nevertheless, previous studies have overlooked how this knowledge about traditional handicrafts impacts service experiences. This study explores which factors of consumer behavior (during services) and service outcomes (post-services) are affected by customers' prior knowledge about a traditional handicraft. An organic food restaurant booth was provided at an annual summer festival about pottery as an experiment, and data were collected on customers' meal experiences with a pottery plate through a questionnaire. The findings suggest that customers' prior knowledge about a traditional handicraft promotes their search for information from service resources (i.e., organic foods) which are integrated with the traditional handicraft and their creativity during services, thereby changing their understanding of service resources and increasing satisfaction with service experience. This study contributes to services marketing by identifying the factors of during and post-services that are affected by customers' prior knowledge about a traditional handicraft in the context of servitization. [ABSTRACT FROM AUTHOR]

Background: The service experience and perceived value that occurs in every interaction between patient and service provider will influence the patient’s satisfaction. This study aims to analyze the effect of service experience and perceived value on patient’s satisfaction at Regional Public Hospitals in South Sulawesi, Indonesia. Methods: The method used in this study was cross sectional by distributing questionnaires to 270 outpatients and 266 inpatients as respondents. Sampling was carried out by using proportional stratified random sampling technique from each participating hospital. Data were analyzed using multiple linear regression tests. Results: The results showed that service experience had an effect on patient’s satisfaction in inpatient care [β=0.598, t=3.163; p=0.002] and in outpatient care [β=0.13, t=2.89; p=0.004]. Perceived value had an effect on patient’s satisfaction in inpatient care [β=0.323, t=1.709; p=0.04] and in outpatient care [β=0.108, t=2.391; p=0.017]. Conclusion: Service experience and perceived value impact patient satisfaction.

GuIded by equity theory, expectation-confirmation paradigm and savoring literature, this research investigates how pre-experience information search effort influences consumers' actual experience. The research finds that consumers expending a high (vs. low) amount of information search effort prior to the experience show lower post-experience evaluations, and this effect is particularly salient when the consumption experience does not conform to consumers' expectation. A serial-mediation analysis further reveals that this effect is mediated by experience serendipity and subsequent enjoyment. This research bears implications as to how the changing information search practices facilitated by the emerging mobile technology may impact consumers' actual experiences. [ABSTRACT FROM AUTHOR]

Knowing the reasons for mobility choices, how users evaluate the characteristics of public transport and how satisfied they are with their travel experience is essential to promote the use of LPT (local public transport), especially in rural or suburban areas where the use of private cars is often prevalent. The present study aimed to investigate the mobility experience and the reasons for use and nonuse of the LPT in a suburban area by the people traveling to a large hospital center in a province of the north-east of Italy. An anonymous questionnaire was completed by people from different categories traveling to the hospital (students, employees, clients), who were user and nonusers of the LPT. The results showed that insufficient hourly coverage and accessibility of the service are the primary reasons for opting not to use LPT and, together with reliability and comfort, these factors contribute to user satisfaction with their travel experience. The perceived sustainability of LPT contributes to overall travel satisfaction. However, perceived sustainability alone does not appear to influence the choice of LPT if the service lacks adequate accessibility and does not meet the needs of travelers in terms of hourly coverage. [ABSTRACT FROM AUTHOR]

Food has become a crucial factor in attracting tourists to destinations. Providing tourists with satisfying food experiences has become a significant concern for tourist destinations. This study examines how tourists' food experiences contribute to their subjective well-being. After conducting a questionnaire survey of 360 tourists who experienced Zibo barbecue food, and analyzing the data using structural equation modeling, it was found that: tourists' food sensory experience, service experience, and environmental experience positively affect their satisfaction and subjective well-being; The effect of these experiences on tourists' satisfaction is mediated by tourist attitude; Tourist attitude and satisfaction play a chain mediating role in the effect of sensory experience, service experience, and environmental experience on tourists' subjective well-being. The research findings help to deepen the understanding of the relationship between food tourism experience and subjective well-being, enrich the theoretical research on food experience and tourists' well-being, and have insightful significance for the development and construction of other tourist destinations.

Abstract Heart failure impacts patients’ quality of life and life expectancy and significantly affects the daily behaviours and feelings of family caregivers. At the end-of-life, the burden for family caregivers depends on their emotional and sentimental involvement, as well as social costs. Objectives: The aim of this work is to determine whether and how family caregivers’ experiences and expectations vary in relation to the places of care and teams involved in heart failure management. Methods: A systematic literature review was conducted, by screening manuscripts dealing with the experience of Family Care Givers’ (FCGs) of patients with Advanced Heart failure. Methods and results were reported following the PRISMA rules. Papers were searched through three databases (PubMed, Scopus and Web of Science). Seven topics were used to synthetize results by reporting qualitative information and quantitative evidence about the experience of FCGs in places of care and with care teams. Results: Thirty-one papers, dealing with the experience of 814 FCGs, were selected for this systematic review. Most manuscripts came from the USA (N = 14) and European countries (N = 13) and were based on qualitative methods. The most common care setting and provider profile combination at the end of life was home care (N = 22) and multiprofessional teams (N = 27). Family caregivers experienced “psychological issues” (48.4%), impact of patients’ condition on their life (38,7%) and “worries for the future” (22.6%). Usually, when family caregivers were unprepared for the future, the care setting was the home, and there was a lack of palliative physicians on the team. Discussion: At the end-of-life, the major needs of chronic patients and their relatives are not health related. And, as we observed, non-health needs can be satisfied by improving some key components of the care management process that could be related to care team and setting of care. Our findings can support the design of new policies and strategies.

The aim of this study is to determine whether the customer's experience of the service offered in Starbucks, which operates as a chain of coffee shops, has an effect on their customer citizenship behavior and whether the service satisfaction of the customers plays a mediating role in the formation of this effect. In line with the purpose of the study, quantitative research method was used to analyze the data. 403 survey data collected by convenience sampling method were analyzed using SPSS 18 and AMOS 22 programs. The results of the analyzes regarding hypothesis testing were confirmed through the structural equation model. Research results; showed that service experience partially and positively affects customer citizenship behavior. When the effect of service experience on service satisfaction is examined, it shows that the service experience experienced by customers is sufficient for them to exhibit customer citizenship behavior. In addition, it was determined that service satisfaction did not have a mediating effect on the effect of service experience on customer citizenship behavior. Based on this result, it is possible to say that customers may tend to show customer citizenship behavior even if their service experience is not at the level of satisfaction. In recent years, it has become extremely important to provide unique experiences to customers by activating their feelings. Therefore, customers who see themselves as an employee of the business are likely to be impressed by their service experience. [ABSTRACT FROM AUTHOR]

This study investigates whether personal commitment moderates the effect of aerospace education on service experience through quality design. A cross-sectional study using a close-ended questionnaire was administered to a sample of 174 aviation students of Moi University, Kenya. Moderated mediation analyses were conducted using the PROCESS macro in order to investigate the relationship among variables. The results showed that the association between aerospace education and service experience was significant, and this association was mediated by quality design. The mediated effect of quality design was moderated by personal commitment. Based on the findings, companies involved in aviation should focus on improving the good environment of the service encounter (i.e., education, quality design and commitment) to enhance service experience. The findings made a contribution in terms of allowing us to understand the factors that can enhance service experience in the aviation industry. [ABSTRACT FROM AUTHOR]

The purpose of this paper is to empirically examine the role of tourist participation on their well-being and satisfaction. It also contributes to the transformative service research literature by examining the mediated effect of service experience and tourist empowerment on well-being and satisfaction. A structural model was developed and tested using a convenient sample of 597 tourists. Further, structure equation modelling technique and mediation analysis was performed to test the hypotheses. These findings revealed that tourist participation has a positive effect on satisfaction as well as eudaimonic well-being. The results showed that there is partial mediation effect of service experience on satisfaction as well as eudaimonic well-being. Also, tourist empowerment plays a mediating role between tourist participation and service experience. This study highlights the role of tourism firms to adopt a participatory approach wherein the tourist as collaborators can use their knowledge skills and abilities to help in better designing and delivery of tourism services. [ABSTRACT FROM AUTHOR]

Emerging technologies not only pose challenges for how sport organizations are managed but also create opportunities for sport organizations to become more competitive by enhancing consumers' service experience. The integration of wearable fitness technology (WFT) by health and fitness clubs provides an opportunity to examine the influence of WFT on the service experience. Although existing research on technology innovations typically examines either the individual or the organizational perspective in isolation, we use the sport experience design framework to comprehensively examine the influence of WFT on the management and perceptions of service experiences. Participants (N = 37) who took part in the qualitative study included fitness club owners (n = 13), fitness club instructors (n = 7), and fitness club members (n = 17). Findings indicate that integrating WFT enhances the service experience via increased social interaction, gamification, and accountability. However, findings also suggest that technology innovations must be integrated carefully to avoid misalignment between providers' and users' perceptions. Despite the potential for misalignment, emerging technologies can enhance and expand the service experience beyond the physical environment, presenting sport organizations with technology-mediated opportunities to engage consumers. [ABSTRACT FROM AUTHOR]

The aim of this study is to examine the effect of service experience on negative patient behaviors and the mediating role of corporate reputation on this effect. The research data were obtained from the adult individuals using health services in Turkey in the last year, by using the online questionnaire, using the easy probabilistic sampling method. The questionnaire form consists of four parts. The first part consists of three statements (age, gender, hospital type) containing the demographic characteristics of the participants. In the second part, negative behavioral responses scale developed by Zeithaml et al. was used. In the third part, the service experience scale developed by Boakye et al. was used. In the last part, the corporate reputation scale developed by Torres et al. was used. According to the research findings, service experience affects the behaviors of complaining (β=-0.147), negative word of mouth (β=-0.233) and switching (β=-0.165), but has no effect on interia. In addition, perceived corporate reputation has a mediating role in the effect of service experience on patient behavior. As a result, when patients experience a negative experience, they may complain, change or verbally disparage the health institution. In addition, healthcare providers can prevent negative patient behaviors if they strengthen their reputations. Therefore, healthcare institutions should strive to improve the service experience of patients and strengthen their reputations. [ABSTRACT FROM AUTHOR]

Exploring future scenarios can consider future generations and society from a long-term perspective. A Futures Triangle is an approach used for mapping future scenarios. In general, the Futures Triangle collects weak signals using qualitative research methods. However, collecting weak signals qualitatively is limited by its small data size and manual data analysis errors. To overcome those limitations, this study proposes the data-driven futuristic scenario approach. This approach analyzes a large number of social perceptions existing in social networks as weak signals via semantic network analysis. Using our proposed data-driven approach, researchers can quantitatively collect weak signals for a Futures Triangle. To verify the applicability of the proposed method, we conducted a case study on the Chinese smart home service experience. The dataset consists of 2421 posts containing the keyword "smart home experience" on the Chinese social media platform Weibo. Three future scenarios were constructed using the proposed method. The results demonstrate the feasibility of the proposed methodology. The data-driven futuristic scenario approach has the advantage of quantitatively analyzing a large amount of stakeholder data to provide weak signals for the Futures Triangle. We suggest that the data-driven futuristic scenario approach serves as a supplementary method, combined with the traditional Futures Triangle approach, to comprehensively explore future scenarios. [ABSTRACT FROM AUTHOR]

Heart failure impacts patients' quality of life and life expectancy and significantly affects the daily behaviours and feelings of family caregivers. At the end-of-life, the burden for family caregivers depends on their emotional and sentimental involvement, as well as social costs. Objectives: The aim of this work is to determine whether and how family caregivers' experiences and expectations vary in relation to the places of care and teams involved in heart failure management. Methods: A systematic literature review was conducted, by screening manuscripts dealing with the experience of Family Care Givers' (FCGs) of patients with Advanced Heart failure. Methods and results were reported following the PRISMA rules. Papers were searched through three databases (PubMed, Scopus and Web of Science). Seven topics were used to synthetize results by reporting qualitative information and quantitative evidence about the experience of FCGs in places of care and with care teams. Results: Thirty-one papers, dealing with the experience of 814 FCGs, were selected for this systematic review. Most manuscripts came from the USA (N = 14) and European countries (N = 13) and were based on qualitative methods. The most common care setting and provider profile combination at the end of life was home care (N = 22) and multiprofessional teams (N = 27). Family caregivers experienced "psychological issues" (48.4%), impact of patients' condition on their life (38,7%) and "worries for the future" (22.6%). Usually, when family caregivers were unprepared for the future, the care setting was the home, and there was a lack of palliative physicians on the team. Discussion: At the end-of-life, the major needs of chronic patients and their relatives are not health related. And, as we observed, non-health needs can be satisfied by improving some key components of the care management process that could be related to care team and setting of care. Our findings can support the design of new policies and strategies. [ABSTRACT FROM AUTHOR]

In the global world, service cultures interact. The co-shaping interaction of local and global service cultures is a form of glocalization. In China, interaction between traditional Chinese medicine (TCM) and Western medicine (WM) has produced glocalized versions of both services. Through analysis of customers' experience of healthcare service in southwestern China, this paper addresses two research questions: What distinctive cultural resources do informants associate with WM and TCM? And how do tensions emerge in the contrast between customers' expected and experienced cultural resources in glocalized healthcare service? The resource integration construct provides theoretical language to analyze customers' service experiences in glocalized service cultures. One theoretical contribution resulting from this analysis is showing that culturally specific resources embedded in service systems emerge phenomenologically through resource integration in customers' experiences. A second theoretical contribution resulting from this analysis is demonstrating how the mix of culturally specific resources from two glocalized services causes tensions and effects how experience is interpreted and valued. The article's managerial contribution is a four-step culture-comparative resource framework. The framework can help managers identify tensions in customer expectations and experiences in glocalized service and identify needed changes to facilitate customers' positive service experiences. [ABSTRACT FROM AUTHOR]

This study aims to determine the effect of service experience on repurchase intention, by looking at the mediating role of customer satisfaction and moderation of perceived quality. This research was conducted on students at several universities who use online business applications, with a total of 250 respondents. Research data was collected online, and respondents were asked to fill out a questionnaire distributed through Google Forms. The results of this study indicate that service experience has an effect on customer satisfaction and repurchase intention. The findings of this study also indicate that customer satisfaction mediates the relationship between service experience and repurchase intention. Finally, this study looks at the moderating role of perceived quality, and finds that perceived quality can moderate the relationship between service experience and customer satisfaction, the relationship between customer satisfaction and repurchase intention, and the indirect relationship of service experience on repurchase intention through customer satisfaction. Abstrak dalam Bahasa Indonesia. Penelitian ini bertujuan untuk mengetahui pengaruh service experience terhadap repurchase intention, dengan melihat peran mediasi kepuasan pelanggan dan moderasi persepsi kualitas. Penelitian ini dilakukan pada mahasiswa di beberapa perguruan tinggi yang menggunakan aplikasi bisnis online, dengan jumlah responden sebanyak 250 orang. Data penelitian dikumpulkan secara online, dan responden diminta untuk mengisi kuesioner yang disebarkan melalui Google Forms. Hasil penelitian ini menunjukkan bahwa pengalaman layanan berpengaruh terhadap kepuasan pelanggan dan niat beli ulang. Temuan penelitian ini juga menunjukkan bahwa kepuasan pelanggan memediasi hubungan antara pengalaman layanan dan niat membeli kembali. Akhirnya, penelitian ini melihat peran moderasi persepsi kualitas, dan menemukan bahwa kualitas yang dirasakan dapat memoderasi hubungan antara pengalaman layanan dan kepuasan pelanggan, hubungan antara kepuasan pelanggan dan niat membeli kembali, dan hubungan tidak langsung dari pengalaman layanan pada niat pembelian kembali melalui kepuasan pelanggan.

An increase in the number of privately-owned higher education institutions (HEIs) in South Africa has created greater competition among private and public HEIs since all are competing for the same pool of potential students. Thus, marketers of HEIs have begun to realize the importance of placing a renewed focus on their students’ (customers’) needs. This study aimed to establish whether students perceive themselves as customers of HEIs, as well as the extent to which they perceive the attitude of academic and administrative staff toward them as being customer-focused. A total of 411 online questionnaires were administered to students at select private and public HEIs in the province of KwaZulu-Natal, South Africa. Descriptive and inferential statistical analyses were conducted on the survey data using the Statistical Package for Social Sciences. As a result, the majority of students perceived themselves as customers of the HEI. Furthermore, students’ perception of the attitude of academic and administrative staff toward them reinforced the view that they are indeed customers of their HEI. Thus, by working with the academics and administrators, HEIs should consistently identify and satisfy the service needs of students.

Background The integrated medical-elderly-nursing (IMEN) services are promising to be very effective in addressing healthcare problems in multiple chronic disease patients in an aging society, but the quality of the services has been less focused. Objective To identify the factors associated with community-dwelling chronic disease patients' experience of IMEN services, so as to provide a reference for improving the quality of IMEN services and the experience of this group. Methods From June to September 2020, a questionnaire survey was conducted with a convenience sample of 525 community-dwelling chronic disease patients with IMEN services selected from Hanghou, Zhejiang Province, to collect their individual characteristics, process of IMEN services, and experience of IMEN services. The Chinese version of SERVQUAL developed based on the GAP Model of Service Quality was used to measure the discrepancy between patients' expectations for IMEN services and their perceptions of the services. With referring to the structure-process-outcome model, a structural equation model was developed, assuming that the features of IMEN services (process factors) were influenced by patients' individual characteristics (structure factors) , and both of them affected patients' experience of IMEN services (outcome factors) . Results The total average score of feeling and expectation of IMEN services for community patients with chronic diseases in Hangzhou was (5.14±0.44) , (6.80±0.01) , and the total average score of the gap between feeling and expectation was (-1.65±0.44) . Multiple linear regression analysis showed that gender, monthly income, payment method of medical expenses, number of illnesses suffered, prevalence of changing the service team, service items and number of service delivery patterns were associated with the discrepancy between patients' expectations for IMEN services and their perceptions of the services (P

This paper examines the effects of online travel agency (OTA) service experience (via OTA company websites and mobile apps, and social media) on customer perceived (utilitarian and epistemic) value. The data of 404 usable responses from tourists with experience using OTAs revealed that service experience through company websites and mobile apps was only related to utilitarian value. However, service experience through social media influenced both utilitarian and epistemic value. Compared to epistemic value, utilitarian value had a larger effect on customers' intention to book via OTAs. Political instability negatively moderated the relationship between utilitarian value and behavioral intention. [ABSTRACT FROM AUTHOR]

In these years, the service industry in China has seen rapid development, while the consumption level and dressing idea of consumers have witnessed constant changes. Suits, as a common clothing category in most workplaces, have been favored by large number of consumers, and have also presented a development trend of customization, leisure and diversification because of their broad shape, wide applicability, comfort and good body modification effect. However, suit customization in China is still in the development stage presently, and there is a big gap between the provision of suit customization services and consumers’ consumption experience needs. The purpose of this paper is to have a further study of consumers’ needs for suit customization, and improve the matching degree between consumers’ expectation and actual experience in suit customization to offer better suit customization services. Based on the Kano model, from the perspective of consumer demand, we analyzed the factors that affect consumer customization experience and discussed the optimization strategy of suit customization service. First of all, we analyzed the traditional suit customization process and digital suit customization process, extracting 62 initial concepts related to suit customization. Interviews and focus group discussions method were adopted to research six experienced users in garment customization and six users without garment customization experience, obtaining nine demand categories and 38 demand factors of suit customization. Secondly, we conducted expert interviews to extract 22 demand factors from the 38 demand factors mentioned above. Then, the questionnaire was designed by combining the demand factors with the Kano model, and the Better-Worse coefficient was introduced to analyze the survey results. By establishing the Better-Worse quadrant distribution diagram, the importance ranking of the the 22 demand factors was obtained. According to customization experience, gender, monthly income and age, the research groups were divided into four categories, and the priority ranking of the 22 customization demand factors in different types of user groups was discussed. The results show that users with customization experience pay more attention to offline customization services than those who without customization experience. Male users attach more importance to the practicality and convenience of customization services, while female users consider that the diversity and privacy of customization services are more important. The users whose monthly incomes are less than RMB 10 000 pay more attention to the integrity of the service; however, the users whose monthly incomes are more than RMB 10 000 attach more importance to the efficiency and private specificity of customization services. The users under the age of 35 pay more attention to the integrity and the detailed experience of the service, while users aged above 35 attach more importance to the pertinence and effectiveness of the service content. In general, the information introduction before customization, such as the introduction of customization cases, customization process and body-measuring service, is the primary factor affecting user satisfaction. The content of suit customization, such as fabric introduction, clothing style, and personalized options, is the critical factor affecting user satisfaction. In addition, free repair within seven days and other after-sales service are essential factors affecting user satisfaction. Studying the suit customization service demands of different user groups and the importance ranking of demand factors can inspire enterprises to improve the content and service process of suit customization, so as to improve the customization experience of consumers. In follow-up research, the price factor of suit customization should be included in the research scope, the research channels should be expanded online and offline simultaneously, and sample quantity of different types of user groups should be balanced well. Meanwhile, we will strengthen comprehensive research and analysis, enrich and consummate users’ customization demand factors to offer more thorough reference for suit customization services. [ABSTRACT FROM AUTHOR]

BackgroundIt's necessary to pay urgent attention to the quality of the integration of medical treatment-nursing-rehabilitation in the service promotion process, especially the evaluation from the perspective of patients is lacking.ObjectiveTo investigate patients' perspective on the quality of integration of medical treatment-nursing-rehabilitation for chronic disease patients in the community in Hangzhou, to provide help for improving the quality of such services.MethodsA questionnaire survey was conducted from June to September 2020 with 550 chronic disease patients selected by convenient sampling method from the service population of 10 community health centers in five major urban districts (Jianggan, Gongshu, Xihu, Shangcheng, and Xiacheng Districts) of Hangzhou, Zhejiang Province, for collecting their general demographic information, and diseases and treatment-related information, as well as experience of receiving integration of medical treatment-nursing-rehabilitation (using the Chinese version of SERVQUAL Scale consisting of effectiveness, responsiveness, reliability, communication and empathy) .ResultsA total of 525 (95.5%) of the respondents returned responsive questionnaire. Among 525 patients with chronic diseases, 165 (31.4%) were satisfied with integration of medical treatment-nursing-rehabilitation. The patients' total average score of the service perception (5.14±0.44) did not reach their expected level (6.80±0.01) . From high to low the scores of each dimension were reliability (5.69±0.87) , effectiveness (5.43±0.85) , empathy (5.13±1.81) , communication (4.86±1.53) , responsiveness (4.77±0.98) . There was tiny difference among the scores of each dimension of the service expectation. The largest gap between perception and expectation was responsiveness (-2.01±0.14) and the smallest was reliability (-1.11±0.17) . Excluding the 20 "other" respondents in the satisfaction survey, a total of 505 respondents were analyzed by Spearman rank correlation. The results showed that the patients' service satisfaction was positively correlated with the service perception level in terms of total average score (rs=0.741, P