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41	Contextualizing Customer Feedback: A Research-through-Design Approach - Alternative Approaches and Dialogical Engagement in Survey Design Svensson, Rasmus January 2023 (has links) Providing context behind customer feedback remains a challenge for company’s who rely on approaching Customer Experience (CX) through standardized Customer Satisfaction (CS) metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Practical guidelines for monitoring CS throughout the customer journey are limited, creating a gap in academic research. This study addresses this gap by offering practical guidelines for CS, actionable insights, and alternative survey design strategies within the context of invoicing. Utilizing a Research-through-Design (RtD) approach guided by the Double Diamond design model, the study consists of four phases: Discover, Define, Develop, and Deliver. From a service design perspective using qualitative methods, the study acquires and analyzes both organizational and customer insights. Synthesized empirical findings emphasize the need for a more comprehensive approach that targets specific phases of the customer journey utilizing a more customer- centric approach, paving the way for alternative methods that reaches beyond just simply measuring CS. Introducing the concept of a personal companion, the study presents a dialogical approach where surveys are experienced as ongoing interactions rather mere tasks. By highlighting the importance of contextualization, alternative survey approaches, and a dialogical approach, this research aims to guide company’s in managing customer feedback strategies. Human-Computer Interaction Research-through-Design (RtD) Digital Service Design Invoicing Customer Experience (CX) Customer Satisfaction (CS) Contextualization Dialogical Approach Customer Journey Survey design Questionnaire design Net Promoter Score (NPS) Customer Satisfaction Score (CSAT) Customer Effort Score (CES) Chatbot Virtual Agent Customer Support Agent Design Guidelines Double Diamond User Experience (UX) User Interface (UI) Interaction Design (ID) Human Computer Interaction
42	Self-esteem of aids orphans: a descriptive study Zivor, Jacqueline Carol Ann 30 November 2007 (has links) In the light of the child's self-esteem that is affected by traumatic events, the goal of the research was to explore and describe the self-esteem of children orphaned by HIV/AIDS. The researcher made use of a quantitative research method. 30 (N=30) respondents, both male (n=16) and female (n=14), between the ages of 11 to 15, were randomly sampled for inclusion in the study. Each participant completed a self-report measure of self-esteem, The Culture-free Self-esteem Inventory for Children, which yielded a score of Global Self-esteem, as well as in four sub-domains including: General, Social, Academic and Parent-related Self-esteem. The results of this study demonstrated that the participants experienced a lowered self-esteem. These findings were explored in light of a literature review, after which conclusions and recommendations were provided. / Social Work / M. Diac. (Play Therapy) Emotional trauma Cross-Sectional Survey Design Quantitative research AIDS orphans Self-esteem HIV/AIDS 362.196979200968 Self-esteem in children -- South Africa Child psychotherapy -- South Africa Child development deviations Orphans -- Counseling of -- South Africa Play therapy -- South Africa Orphans -- South Africa Orphans -- Care -- South Africa Orphans -- Services for -- South Africa Self-esteem -- South Africa -- Testing
43	Self-esteem of aids orphans: a descriptive study Zivor, Jacqueline Carol Ann 30 November 2007 (has links) In the light of the child's self-esteem that is affected by traumatic events, the goal of the research was to explore and describe the self-esteem of children orphaned by HIV/AIDS. The researcher made use of a quantitative research method. 30 (N=30) respondents, both male (n=16) and female (n=14), between the ages of 11 to 15, were randomly sampled for inclusion in the study. Each participant completed a self-report measure of self-esteem, The Culture-free Self-esteem Inventory for Children, which yielded a score of Global Self-esteem, as well as in four sub-domains including: General, Social, Academic and Parent-related Self-esteem. The results of this study demonstrated that the participants experienced a lowered self-esteem. These findings were explored in light of a literature review, after which conclusions and recommendations were provided. / Social Work / M. Diac. (Play Therapy) Emotional trauma Cross-Sectional Survey Design Quantitative research AIDS orphans Self-esteem HIV/AIDS 362.196979200968 Self-esteem in children -- South Africa Child psychotherapy -- South Africa Child development deviations Orphans -- Counseling of -- South Africa Play therapy -- South Africa Orphans -- South Africa Orphans -- Care -- South Africa Orphans -- Services for -- South Africa Self-esteem -- South Africa -- Testing

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