Background: The concept of Customer Experience Management (CEM) is growing as a marketing tool used in order to remain a competitive actor on the market. By designing a customer experience, companies are able to differentiate themselves by offering a holistic customer experience.                                                                                             Problem: The existing body of knowledge regarding CEM in the B2B setting is limited. However, recent studies have begun to examine the fact that the buying process in B2B does not only concern task related and rational decision-making criteria, but also that emotional consideration plays a part in the buying process. Additionally, during recent years the Office Space Interior Solutions (OSIS) companies have gone through the development from selling simple furniture to offering activity-based environments as well as using a profile as design companies.                                                                                             Purpose: The aim of this thesis is to create an understanding regarding how the phenomena of CEM is implemented within the B2B industry, more specifically Swedish OSIS companies within the regions of Småland and Västra Götaland.                                                                                            Method: Through semi-structured interviews with four case companies that all are operating within the OSIS industry, qualitative data has been collected and analysed through a thematic analysis approach. The answers have later been revised through a conceptual framework that has been identified through a review of existing literature concerning CEM.   Result: The findings suggested that OSIS companies do practice all the dimensions identified in the conceptual framework regarding customer experience and experience value. However, implementing the dimensions as a holistic experience design did not seem to be practiced by the companies. Finally, by providing a customer experience, OSIS companies are able to influence the purchase intentions, establish relationships and generate WOM which in turn can attract and retain customers.

The purpose of the research reported in this thesis is to investigate the occurrence and recognition of “limit experience” among some Catholic High School students in their final year at selected secondary colleges in Brisbane. “Limit” experience was defined as an experience that reveals a reality of life beyond the self, beyond the here and now. It may be recognition of our own fragility and vulnerability as much as a joyous awareness of a reality beyond our normal encounter with life.” The research work of the Alistair Hardy Research Centre and of Hay (1987) in particular has centred on the question, asked in various ways: Have you ever been aware of, or influenced by, a presence or power, whether you call it God or not, which is different from your everyday life? The survey instrument for this research was designed to divorce questions on such experiences from the direct reference to the term “religious”, although individuals might indeed interpret them as “religious”. To approach the issue, an extensive open-ended survey was administered to senior high school students. It was designed first to determine the extent of recognition of such experiences among the students and second to examine whether factors such as home background, regular religious practice, type of school, subject choice or co-curricula activities may make a difference in enhancing the awareness of such experience. This research has also been designed to enable comparison with similar studies. Major research in Australia by Flynn (1975, 1985, 1993) highlighted the factors above as influencing student achievement. Flynn also made connections to religious practice and attitudes to church but not to religious experience as such. Robinson and Jackson (1987) had undertaken extensive research on religious experience in Great Britain that also has important parallels to this research. Some of the techniques of both studies and in some cases actual questions have formed part of this research instrument. This research has gone further than both studies by incorporating the Hay (1987) categorisation of types of religious experience to form the basis for direct questions on student experience. The data gathering, treatment and analysis focused on four catholic secondary schools in the Brisbane Archdiocese. While the research focus was by definition limited, and while the results have of necessity to be treated with some caution before wider generalisation, the outcomes of the research do illuminate some of the important issues identified in the literature. The results of the survey showed that over 90% of the respondents could affirm some association with a “limit” experience along the lines of the Hay (1987) framework. With significant strengthening of criteria to allow for meaningful statistical analysis, this reduced to 76% of respondents. Results for this smaller group were shown to be essentially independent of home background, type of school attended, co-curricula programs and level of religious practice. With the significant exception of religious education, their recognition of “limit” experience was also independent of subject choice. This last is in contrast to the earlier work of Robinson and Jackson (1987). Exploratory analyses of the data enabled comparisons to be made with a suggested framework for “spiritual sensitivity” and the context of “relational consciousness”, both of which were first proposed by Hay and Nye (1998). This suggests some possible directions for further research into adolescent spirituality. The exploratory analyses also highlight some of the conflict between the reality of these experiences for students and their experience of dissonance with institutional religion.

Nowadays, the luxury market is experiencing an intensive competition trend. Business is hard to survive from distinguish itself from other brands. Creating superior customer experience seems to be one of the vital objectives to remain competitive advantage in current retailing environments. This study was designed to investigate differences between levels of loyalty, perceived brand experience and retail experience, among shoppers from a luxury brand. Data for this study were collected from a convenience sample of 200 participants who were selected with personally experienced of a luxury brand. Descriptive statistics were compiled on data for all respondents. Data were analyzed by confirmatory factor analysis (CFA) to further assess the reliability of the scale. In addition, structural equation modeling (SEM) was employed to observe the relationships among the constructs and to test the remaining hypotheses. Results of the study demonstrated differences among brand and retail experience that suggested as drivers to afford experience to customer that successfully effectively affacting customer¡¦s emotion positively towards a significant luxury brand. Furthermore, the degree of expectation fulfillments generates satisfaction which, in turn intensifies intentions toward repatronage decision in the future. Therefore, both brand experience and retail experience embrace valuable feedback and feedforward to brand development strategies and assist in achieving a mutually beneficial commitment for the brand to gain the edge.

Background. In Canadian baccalaureate nursing education, many schools pair their nursing students with a nurse preceptor to complete a consolidation placement in their final year of studies. The preceptor plays an important role in students’ learning and their success in the program. Although there are many factors that may influence preceptors’ ability to be successful in the role, the literature suggests that self-efficacy may affect their performance as a preceptors and may have an impact on students’ learning and their preceptorship experience. Self-efficacy is defined as a person’s confidence in their abilities to complete a task or goal. As such, preceptors with greater self-efficacy may be more effective in their role and may have a positive impact on students’ learning. Therefore, it is important to assess factors that influence preceptors’ self-efficacy as this knowledge could help inform and target the development of preceptor training programs, preceptor selection criteria and preceptor supports. Objectives. The purpose of this thesis is to explore the factors that affect the self-efficacy of preceptors. Five factors were investigated, including: (1) nursing experience, (2) preceptor experience, (3) vicarious preceptor experience, (4) preceptor training, and (5) the personality trait neuroticism. These variables are derived from Bandura’s (1986) theory of self-efficacy. Design. This study was conducted using a cross-sectional, non-experimental study design. Methods. A total of 95 nurse preceptors participated in the study by completing an online survey and were recruited using multiple strategies, including social media. The survey was comprised of demographic questions, a measure of the Big-Five personality traits, and a measure of clinical teaching self-efficacy. Correlation, independent t-tests and ANOVAs were done to analyze the data. Results. A statistically significant correlation was found between self-efficacy and two independent variables: nursing experience (r = 0.33, p < 0.01) and the personality trait of neuroticism (r = -0.21, p = .05). Additionally, self-efficacy was correlated with agreeableness (r = 0.22, p = .03) and age (r = 0.41, p < 0.01). A statistically significant difference in self-efficacy was found between diploma and bachelor degree nurses (mean difference = 0.37, p = .02), and bachelor degree and graduate degree nurses (mean difference = -0.45, p = .02). Conclusion. Three key results were found to influence the self-efficacy of nurse preceptors. This knowledge can be incorporated into preceptor training, preceptor support and the preceptor selection process.

Abstract User experience has become a popular term in research and industry. There has been a great attempt to study and design user experiences. This thesis gives a practical view to user experience studies and methods by reporting test settings and results of the ADAMOS case studies. The goal of the ADAMOS project was to investigate context- and action-sensitive services in terms of how users experience when the system can detect one’s location and actions, and then adjust according to this information. The aim of this thesis is to investigate problems and issues in studying user experiences of mobile services and to find out in which conditions the study of user experience is possible and meaningful. As a contribution this thesis provides practical information for conducting user experience studies and evaluating experiences. The first contribution is a framework (U2E-Frame), which I created and improved iteratively in each test case. The framework is method-independent and it can be used for planning and conducting tests. The second contribution of the thesis is the practical view to all methods that are created, applied, presented and evaluated in this thesis. Especially during this thesis work three novel methods (Mobile Feedback, 3E-Diary and SUE methodology) have been developed and evaluated. The evaluation of the research methods illustrates that the best practice to study user experience is to use several methods together. This enables deeper understanding of user experiences. As the third contribution of this thesis I introduce a proposal of ten user experience heuristics for design and evaluation of user experiences. The aim of these heuristics is to enable designers to understand what meaning user experience has in product design. Developers can use these heuristics for designing and evaluating user experience aspects in product design. This thesis presents the main challenges in user experience research: know what to study (comprehensive user experience), know how to study it (find appropriate methods) and know how to evaluate and design it (user experience heuristics). An answer to the research problem is that it is both possible and meaningful to study user experience when we know user experience targets, and features of the services we want to investigate, and we can use the most appropriate methods, ensure the participant’s commitment to the test and ensure analysing relationships between results collected with different methods.

Abstract In order to respond to the challenges posed by technological development, new interdisciplinary concepts and methods in the fields of research and design of information and communication technology are required. The researchers in this fields have been trying to solve design problems by, for example, concentrating on designing for the user experience (UX). Nevertheless, the concept of UX has been widely disseminated and rapidly adapted in many areas of design without it being clearly defined or deeply understood. Not only theoretical study of the phenomenon is needed but also analytical tools to more comprehensively analyse and understand UX. Such an important tool would be a concept that can be used to study practical phenomena in a comprehensive manner. The theoretical objective of this thesis was to formulate a new, “expanded” concept of UX that can be used to describe human experience with technology so that both short-term and longer-term aspects of this experience can be taken into account. Based on the review of the literature, it seemed that Dewey’s concept of aesthetic experience could provide a theoretical frame of reference for an approach aiming at understanding UX in a more comprehensive manner. A broad theoretical concept, such as Dewey’s concept of aesthetic experience, is not directly applicable to empirical research, however. The practical objective of the thesis was to outline a method or a set of methods how the concept can be operationalised. A comprehensive and operational concept of UX is generated based on Dewey’s concept of aesthetic experience that is divided into two levels utilising Leontjev’s activity theory. As a result of the research, the concept of expanded user experience (eUX) and the reflective research method for studying it has been created. This research has shown that by studying longer-term UX in addition to temporal UX and by focusing on analysing the user’s activity it is possible to see a larger and more meaningful view on UX. The reflective research method is particularly beneficial as a long-term research method focusing on the everyday environments of users. / Tiivistelmä Teknologian kehityksen asettamiin haasteisiin vastaaminen edellyttää uusia tieteen rajat ylittäviä käsitteitä ja menettelytapoja informaatio- ja kommunikaatioteknologian alan tutkimuksessa ja suunnittelussa. Alan tutkijat ovat alkaneet etsiä ratkaisuja suunnittelun ongelmiin mm. keskittymällä käyttäjäkokemuksen suunnitteluun. Käyttäjäkokemus käsitteen käyttö on yleistynyt ja se on omaksuttu nopeasti monilla suunnittelun alueilla huolimatta siitä, että käsitettä ei ole selkeästi määritelty tai syvällisesti ymmärretty. Käyttäjäkokemuksen tutkimuksessa tarvitaan paitsi tutkittavan ilmiön teoreettista tarkastelua, myös analyyttisiä välineitä käyttäjäkokemuksen kokonaisvaltaisempaan analysoimiseen ja ymmärtämiseen. Keskeinen väline on käyttäjäkokemuksen kokonaisvaltaista, moniulotteista ja reflektiivistä luonnetta kuvaava käsite, jonka avulla käytännön ilmiöitä voidaan tarkastella kokonaisvaltaisesti. Tämän tutkimuksen teoreettinen tavoite oli kehittää uusi ”laajennettu” käyttäjäkokemuksen käsite, jolla voidaan kuvata käyttäjäkokemusta ottamalla huomioon inhimillisen kokemuksen muodostumiseen vaikuttavia lyhyt- ja pitkäkestoisia aspekteja. Kirjallisuuskatsauksen perusteella vaikutti siltä, että Dewey’n esteettisen kokemuksen käsite voisi ratkaista useita aikaisemman käyttäjäkokemuksen tutkimuksessa ilmenneitä puutteellisuuksia tarjoamalla teoreettisen viitekehyksen lähestymistavalle, jonka tavoitteena on ymmärtää käyttäjäkokemusta aikaisempaa kokonaisvaltaisemmin. Laaja teoreettinen käsite, kuten Dewey’n esteettisen kokemuksen käsite, ei kuitenkaan ole suoraan sovellettavissa empiiriseen tutkimukseen. Näin ollen tutkimuksen käytännöllinen tavoite oli hahmotella menetelmä tai joukko menetelmiä, joiden avulla Dewey’n esteettisen kokemuksen käsite voidaan operationalisoida. Tutkimuksessa kehitetty, aikaisempaa kokonaisvaltaisempi ja operationaalinen käyttäjäkokemuksen käsite perustuu Dewey’n esteettisen kokemuksen käsitteeseen, joka on operationalisoitu jakamalla se kahteen tasoon Leontjev’n toiminnan teorian avulla. Tutkimuksen tuloksena syntyi laajennettu käyttäjäkokemuksen käsite (the expanded user experience), ja sen tutkimiseen tarkoitettu reflektiivinen käyttäjätutkimusmenetelmä (the reflective research method). Tässä tutkimuksessa havaittiin, että keskittymällä pidempikestoisen käyttäjäkokemuksen tutkimiseen hetkellisesti muodostuvan käyttäjäkokemuksen rinnalla sekä analysoimalla käyttäjän toimintaa, voidaan käyttäjäkokemus nähdä aikaisempaa laajempana ja merkityksellisempänä ilmiönä. Reflektiivinen tutkimusmenetelmä soveltuu erityisesti käyttäjien jokapäiväisessä arjessa tapahtuvaan pitempiaikaiseen käyttäjätutkimukseen.

<p>“Daka Travel” is trending to become a popular travel style in Chinese tourism market in recent years, especially for Chinese millennial travelers. This study is concerned with understanding the characteristics of Daka travel and deeply investigate travelers’ travel experience of Daka travel. To investigate the travel experience, a conceptual model based on experience economy was proposed and empirically tested. The context of the empirical study was conducted among Chinese millennials travelers. The study includes two steps. Firstly, 15 travelers who had Daka travel experience selected randomly via social media platforms were invited to participate in the semi-structured interview, the interviews were performed to identify interesting characteristics of Daka travelers and attributes of Daka travel. Secondly, people who had Daka travel experience was selected randomly online to participate in the survey. A total of 471 valid questionnaires were collected. Factor analysis and mediation analysis were conducted by using Statistical Product and Service Solutions (SPSS) 26.0. According to the findings of this study, there are several distinctive characteristics of Daka travelers could be concluded: 1. Daka travelers get Daka tourism information from social media especially short-video applications; 2.<i> </i>Social envy is one of major motivations of Daka Travel; 3. Daka travelers share travel experience with the main purposes of recording travel memory; 4. Natural scenic spots and Food & Beverage shops are the two most popular Daka destinations. For the travel experience, the research verified that all of the dimensions (includes entertainment, esthetics, education, escapism, personalization, serendipity, localness and communitas) of experience-scape model significantly influenced the perception of travel experience for Daka travelers. Further, travel experience could contribute to creating memorable travel experience which potentially influenced travelers’ sense of well-being and meaningfulness. In addition, the multiple regression analysis revealed interesting results showing that among the eight dimensions of travel experience-scape, each realm had different influence on travelers’ sense of well-being and meaningfulness. For well-being, “Entertainment” was the most influential factor, however, “Localness” did not have significant influence at all. In contrast, for meaningfulness, “Communitas” and “Personalization” played the most important role. “Entertainment”, “Esthetic” and “Escapism” did not have significant influence. The findings of this research contribute both conceptually and practically to Daka travel destination planning and management to create a satisfying and memorable travel experience. They can improve their ability of providing tourism products and services in a more targeted and meaningful way. More detailed findings and implications will be presented in the manuscript. </p>

In the ever changing business climate, the service sector has become a major focus of attention. One key aspect of this competitive environment is the effort of many businesses to differentiate themselves by creating unique customer experiences that accompany their products and services. The challenge to creating memorable consumer experiences is the proper identification of specific characteristics that influence experiences and gaining better understanding of how these impact consumers perceived values. To this end, this study attempted to develop a model that identifies influencing dimensions of consumer experiences and investigates the composition of consumer experiences and the relative outcome on consumer's perceived values in a hospitality setting. To facilitate this research objective, a model was presented which proposed that consumer experiences are composed of both physical and human interaction characteristics. The consumer's perspective of these characteristics, and hence the actual service experience, are affected by situational factors and individual characteristic which in return impact perceived emotive and cognitive values. A set of propositions are presented based on the model and literature review to measure the relationship between these factors. To initiate this research, an intercept survey approach was taken. Four hundred sixty-two (462) surveys were completed by hotel guests staying in one of three market segments in Orlando, FL. Participants completed the self-administered survey by answering questions concerning their current stay experience relating to physical environment, human encounters, trip-related factors, individual characteristics, and perceived values. Overall, the results found that trip-related factors and individual characteristics affect perceptions of physical environment and human interactions consumer experiences during their hotel stay. In addition, the results revealed that both physical environment and human interactions have significant and positive relationship with perceived values. These results can give lodging managers a better understanding of the composition of consumer experiences and how these events influence perceived values.

This study investigated the academic and athletic experiences of African-American males in a Division I football bowl subdivision football program. Critical race theory, identity development model, and social learning model were the theoretical frameworks used as the critical lenses in a qualitative design to examine the participants. The participants’ responses were analyzed and interpreted using thematic analysis. A qualitative research design, which included individual interviews with 10 second year African-American male football players, was used to address this research problem. The goal was to bring together both the psychological and sociological perspectives and to challenge participants to candidly describe their academic and athletic experiences and attitudes toward obtaining an undergraduate degree. Four themes were determined in the data analysis: differential treatment and determining oneself, time management, relationships, and career aspirations. In relation to the theoretical frameworks, the development of self-confidence and knowledge of balancing their academic and athletic schedules was critical for all participants. The sense of feeling different and challenged because of the differences in culture and experience was evident. From this study, university and collegiate athletics administrators may better understand the backgrounds, challenges, and learning needs of this population. As a result, higher education personnel may improve the services they provide these young men in hopes of educating and developing whole persons—physically, emotionally, intellectually, socially, and spiritually—to become well-rounded and functional in contemporary society.

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