This is a multi-article format dissertation that explores emotional and cognitive engagement in higher education classrooms. Student engagement in higher education classrooms has been associated with desired outcomes such as academic achievement, retention, and graduation. Student engagement is a multi-faceted concept, consisting of behavioral, emotional, and cognitive components. A deeper understanding of how these components interact would allow instructors and course designers to facilitate more engaging learning experiences for students. The first article is an extended literature review that investigates the extant empirical research on the relationship between emotional and cognitive engagement, and between emotional engagement and academic outcomes in post-secondary classrooms. I find that this topic has been scantily researched in the past 16 years and conclude that the relationship between emotional and cognitive engagement is cyclical, rather than linear, and is influenced by student control appraisals, value appraisals, achievement goals, and the classroom environment. The second article investigates the longitudinal relationship between emotional and cognitive engagement in university blended learning courses across 2 institutions, with 68 students. Using intensive longitudinal data collection and structural equation modeling, I find that course design and student perception variables have a greater influence on engagement than individual student characteristics and that student multitasking has a strong negative influence on engagement. Students' perceptions of the importance of the activity has a strong positive influence on both cognitive and emotional engagement. An important outcome of engagement is the students' perceptions that they were learning and improving. While emotional and cognitive engagement are highly correlated, the results do not indicate that emotional engagement leads to higher levels of cognitive engagement.

<p><em>Syfte:</em> Utvärdering av hur patienter upplever den förbokade återbesökstiden, väntetiden samt personalens bemötande vid återbesöket. Syftet är även att undersöka hur personal på ortopedens nyinrättade ”snabbmottagningen” vid AS upplever stress, patientflöde samt telefonförfrågningarna, efter införandet enligt Lean-modellen</p><p><strong></strong><em>Metod:</em> Deskriptiv kvantitativ enkätstudie. Slumpmässigt urval utfördes på patienter och av hundra procent (n=55) tillfrågade, deltog fyrtionio procent (n=27). Av hundra procent tillfrågad personal (n=14), deltog sextiofyra procent (n=9). Urvalet utförde avdelningschefen.</p><p><strong></strong><em>Resultat<strong>:</strong></em> Utvärderingen av patienternas upplevelser av planerad återbesökstid, bemötande och väntetid på snabbmottagningen var generellt mycket bra. Personal på ortopedmottagningens snabbmottagning upplevde ingen större förändring efter införandet enligt Lean-modellen.</p><p><strong></strong><em>Slutsats:</em> Resultatet visar att patienterna upplevde den planerade återbesökstiden generellt mycket bra. Personalens upplevde inte att arbetet förändrats. Fler och större studier behövs för att utvärdera organisationsförändringar som initierats av Lean-modellen.</p> / <p><em>Aim:</em> Evaluation of paitents’ experiences of the prebooked time for next appointment, the waiting time and the staff’s treatment at the next appointment. The aim is also to examine how the staff at the newly established orthopedic “quickreception” at the Uppsala University hospital experience stress, patientflow and the telephonerequests, after the introduction according to the Lean-model.</p><p><em>Method</em>: Descriptive quantitative inquirystudy. Patients were selected randomly and out of one hundred percent (n=55) who were asked, fortynine percent (n=27) participated. Out of one hundred percent (n=14) of the staff asked, sixtyfour percent (n=9) participated. The selection was made by the head of the ward.</p><p><em>Results</em>: Evaluation of the patients’ experiences of the planned time for next appointment, treatment and waiting time at the “quickreception” was generally very good. The staff at the orthopedic “quickreception” did not experience a big change after the introduction according to the Lean-model.</p><p><em>Conclusion:</em> The results show that the patients experienced the planned time for next appointment generally very good. The staff did not experience that the work had changed. More and larger studies are needed to evaluate changes of organisations that were initiated by the Lean-model.</p>

Considering the continuous design activities that are performed throughout the design projects, design students go through several stages of decision makings, and sometimes they experience problematic situations in between consecutive supervisory meetings. Revealing all experiences during the discussions with supervisors, thus communicating the ideas could be sometimes difficult. In order to provide a better guidance, it is also important for supervisors to understand students&rsquo / process in between these meetings. There are available tools used in the fields like education or health in order to monitor an individual&rsquo / s daily life in relation to the context (e.g. time, place, activity) and personal circumstances (e.g. emotions, feelings, ideas). These tools are developed based on experience sampling method (ESM), a research method focus on collecting self-reported data from participants in order to measure their daily life experiences, especially during a long period of time. Since the target group and experience has different characteristics for each context, design of experience sampling tools are also gaining importance to address these specific experience according to individuals&rsquo / needs and expectations. Aiming at assisting design students to do regular self-reporting on their experiences, this study presents a background research for designing experience sampling tools that would be used by students and supervisors to keep track of students&rsquo / experiences throughout design projects. In this sense, this study intends assisting students self-reporting activities, translate the main design requirements of experience sampling tools into the context of design projects, as well as revealing guidelines for the future implications of ESM tools in design education

Experiences have become a new trend within the world economy today and a new way to add value to companies. A new economy is emerging named the Experience Economy. The customers’ demands of experiences are increasing and companies need to satisfy these demands and adapt them-selves to this emerging economy. The Experience Economy is today the fastest growing industry in Sweden and has grown steadily during the last decade. The Experience Economy is something that needs to be adapted within all industries in the society and is seen as the key factor towards economic success. Purpose: The purpose of this thesis is to study how Swedish compa-nies have implemented experiences in the society and give future recommendations for their industries. Frame of reference: In this section theories and definitions regarding the Experience Economy from a producer perspective are presented. The theoretical frame does also contain the evolvement, culture, design and added value of experiences in today’s society. Method: In order to answer the purpose of the thesis a qualitative method has been utilized. The data collection contains of 14 companies within 13 sections of industries providing experiences in the Swedish market. Conclusion: The results presents the spreading of experiences in the Swedish society, the industries that are better suited for the Experience Economy and further more the future aspects of the development of this economy. / Upplevelser har utvecklats till att bli en ny trend inom världsekonomin idag. Denna trend är sedd som ett nytt sätt att generera mervärde till företag. En ny ekonomi har uppkommit vid namn Upplevelseekonomi. Konsumenterna idag efterfrågar mer upplevelser vilket företagen måste tillfredsställa. Upplevelseekonomin är idag den snabbaste växande industri i Sverige och har ökat under det senaste årtiondet. Upplevelseekonomin är något som är nödvändigt att implementeras inom alla samhällets industrier och ses idag som nyckeln till ekonomisk framgång. Syfte: Syftet med denna uppsats är att studera hur svenska företag har implementerat upplevelser i det svenska samhället och vidare ge framtida rekommendationer för de olika industri-erna. Referensram: I denna del presenteras teorier och definitioner rörande Upplevelseekonomin från ett producent perspektiv. Refe-rensramen innehåller även utvecklingen, kulturen, designen och mervärdet av upplevelser i dagens samhälle. Metod: För att genomföra syftet av denna uppsats på bästa sätt har en kvalitativ ansats valts. Insamlad data består av 14 företag inom 13 industrier som tillhör Upplevelseindustrin i Sverige. Slutsats: Resultatet visar spridningen av upplevelser inom det svenska samhället, industrier som visat sig vara bättre lämpad för Upplevelseekonomin, samt framtida aspekter.

The purpose of this study is to develop and practically evaluate a new approach for the introduction of changes in internal and external processes in a customer front, but with the aim of maintaining or increasing customer perceived quality during insertion. A working model has been developed and is used in a qualitative research in the form of a case study carried out in a customer front, on a customer group in Telia's mobile customer service in Sweden. There is currently little research that has studied the implementation phase. The results of the study show that the designed working model works satisfactorily, but also that it can be developed more. Employees are satisfied and the sale was a positive boost, however, declined the customer experience a little bit. Employees raises questions as leader behavior, confidence in the group ahead, everyone's different circumstances and desire for the individual choice. The biggest challenge for future leaders will be to manage and lead continuous change. By creating opportunities for employees so that the customer experience should not be adversely affected during the introduction of the ever ongoing change. / Syftet med det här examensarbetet är att utveckla och praktiskt utvärdera ett nytt arbetssätt för införande av förändrade interna och externa processer i en kundfront, men med ambitionen att bibehållen eller högre kundupplevd kvalité under införandet. En arbetsmodell är utvecklad och är använd i en kvalitativ undersökning i form av att en fallstudie. Studien har genomförts i en kundfront, på en kundtjänstgrupp på Telias mobila kundtjänst i Sverige. I dag finns det lite forskning som har studerat själva införandefasen. Resultatet av studien visar att den utformade arbetsmodellen fungerar tillfredställande, men att den kan utvecklas mer. Medarbetarna är nöjda och försäljningen fick en positiv skjuts, men kundupplevelsen minskade lite. Framgångsfaktorer för ett lyckat förändringsarbete är enligt medarbetarna ledarens agerande, trygghet i gruppen, framförhållning, allas olika förutsättningar och önskan om det individuella valet. Den största utmaningen för framtidens ledare torde bli att hantera och leda ständiga förändringar. En ledare behöver skapa förutsättningar för medarbetarna så att kundens upplevelse inte påverkas negativt under införandet av de ständigt pågående förändringarna.

Detta examensarbete undersöker hur materiella och immateriella ledtrådar används vid förmedling av ett tjänstevarumärke i en internationell franchisekontext. Begreppet experience room (Edvardsson, Enquist och Johnston, 2005) tillämpas för att undersöka konceptet ICEBAR BY ICEHOTEL i egenskap av testkörning (prepurchase service experience) av ICEHOTELs erbjudande, samt hur franchisegivaren hanterar de särskilda förhållanden som uppstår vid förmedling av tjänster via franchisetagare i egenskap av varumärkesambassadörer. Hur går det till när en upplevelse, lika flyktig och förgänglig som isen på Torne älv, görs materiell och flyttbar i form av ett franchisekoncept? Och vad händer med ett tjänstevarumärke när det förmedlas av en franchisetagare på andra sidan jordklotet? Studien konstaterar att franchisekonceptet ICEBAR BY ICEHOTEL uppfyller designdimensionerna för ett experience room; fysiska och immateriella artefakter, teknologi, kundplacering, kunddeltagande och interaktion med de anställda förekommer alla i någon utsträckning. Dock är den otydliga kopplingen till ICEHOTEL – en konsekvens av det tidigare namnet Absolut Icebar – avgörande för att konceptet inte kan anses utgöra en PSE (prepurchase service experience). I det studerade fallet sammanfattas det interna varumärkesarbetet i fem kategorier; dokument, materiella ledtrådar, personer och aktiviteter med anknytning till ICEHOTEL samt storytelling vilken bidrar till att skapa mening och en personlig koppling till varumärket. Det framgår av studien att kopplingen till Jukkasjärvi och upplevelsen av ishotellet är avgörande för att franchisetagarens representanter ska ”leva varumärket”.  Detta medför också att den frekventa kontakten mellan franchisetagarens kontaktpersoner och franchisegivaren skapar bättre förutsättningar för buy-in av varumärkeskonceptet hos kontaktpersonerna jämfört med den juridiska franchisetagaren. Studien visar också att franchisegivarens organisationskultur präglas av en stark entreprenörsanda vilken bidragit till att varumärkeskonceptet inte bedrivits som en traditionell franchise. Härigenom får franchisetagarnas egna organisationer ett stort genomslag i exempelvis rekryteringsfrågor vilket i sin tur får effekter på den förmedlade varumärkesbilden. För att den särskiljande varumärkesbilden som förmedlas genom franchisetagarna ska motsvara den som franchisegivaren avser, behövs en förståelse för varumärket i samtliga led i organisationen samt gemensamma värdeord till stöd för exempelvis rekrytering på lokalt plan. Det framgår av studien att franchisetagarnas representanter tar ett större ägandeskap över varumärkets värderingar i de fall materiella och immateriella ledtrådar kombineras och förmedlas på ett involverande sätt. Att förmedla ett tjänstevarumärke i en internationell franchisekontext innebär en balansgång mellan franchisegivarens och den lokala franchisetagarens organisationskulturer – och preferenserna hos respektive marknad kontra varumärkets kärnvärden. Det studerade fallet illustrerar ett dilemma som uppstår när ett förgängligt erbjudande förmedlas genom franchise; hur mycket konstnärlig och entreprenöriell frihet ryms egentligen i ett kopierbart koncept? Studien ger också ett bidrag till diskussionen kring skillnader mellan tjänster och upplevelser genom att använda begreppet experience brand för att beskriva det studerade varumärket.

Topic: Co-creation of experience Research gap: The number of papers focusing on customer involvement and customer experience has increased significantly in recent years. However, there is a lack of studies on how companies can use customer involvement for creating a better customer experience jointly with customers, which Prahalad &amp; Ramaswamy (2000, 2003, 2004) refer to as the co-creation of experience. Purpose: By this paper we want to develop an understanding of how e-commerce companies can use customer involvement to create a superior online shopping experience. Theoretical basis of our paper: Customer involvement (e.g. von Hippel); experience co-creation (Prahalad &amp; Ramaswamy) Methodology: We conducted in-depth interviews with nine Swedish, Norwegian and Chinese e-commerce companies from different industries to collect data on how they use customer involvement and/or co-creation. The interviews were semi-structured interviews which consisted mostly of open-ended questions. In order to be able to identify patterns and learn about the nature of how companies involve customers, a qualitative multi-case study design was used. Findings: The main findings are that some e-commerce companies have already realized the importance of the customer experience and also already involve their customers in various forms for co-creating experience. However, none of the companies completely fulfils the criteria of experience co-creation as defined in the theoretical articles by Prahalad &amp; Ramaswamy (2000, 2003, 2004). Practical implications: E-commerce companies have many options to provide a better online shopping experience by involving customers as co-creators. Research limitations: Due to the sample size and the fact that a convenience sample was chosen, the results cannot be generalized. Originality/value: This study can provide insights into opportunities for the co-creation of experience in the case of e-commerce companies. Keywords: Customer involvement, Experience co-creation, Experience, E-commerce, Innovation community

In these years, people¡¦s standard of living began to increase, so that the pattern of consumption is different from past way that pursued to meet the physical need. It means that the age of experienced economy is coming. Consumers require not only tangible goods or intangible services , but the satisfying and memorable consumer experiences. In addition, consumers want to get feeling from the products, and realize something from the process of consumption, so as to feeling toughed. These are the influence of customer emotions and touched circumstances known as ¡§Qualia¡¨. In this study, explanation of ¡§Qualia space design¡¨ as spatial environment design with five qualia factors: attractiveness, beauty, creativeness, delicacy, and engineering, then this study expect to construct scale of qualia space design through five qualia factors matrix with store atmosphere for measuring score of qualia space design and make it bring contribution to enterprises and academic field. The qualia space design appertains to static perception, but the experience marketing can be regard as dynamic feeling. So, this study explores these two variables relationship with customer satisfaction, customer loyalty, and purchasing intention by questionnaire survey. Among this, 363 valid questionnaires were returned, and this research use regression analysis to analyze relationship between variables. In general, the results show that qualia space design or experience value would improve customer satisfaction, and in turn, it would increases customer loyalty. As a result, the qualia space design and experience value are the one of important competitiveness in current high competitive environment.

In Turkey, one of the main problems of architecture and urban design seem to be the rapid transformation of physical environments, street experiences, and consequently the transformation of collective memory. One consequence of this basic problem can be the loss of the meaning of urban space. This calls for an historical examination of salient features of urban space that compose the collective memory. In this respect, this thesis aims to explore the changing physical characteristics of the boulevards through examining the transformation of collective memory. To provide empirical evidence for this, the thesis will study the transformation of collective memory of inhabitants from different age groups about the Atat&uuml / rk Boulevard, by exploring the changing salient features of urban space and human experiences in space through a period of the last 60 years.

The main focus of the multidisciplinary nature of design is to provide users a better life in terms of enabling the products to be safe, usable and pleasurable to use. Therefore, physical pain is always avoided. However, physical pain is involved in our daily lives, not only as an avoided concept, but also as a constructive concept. It is used for functional or hedonic purposes / whether consciously or not. The focus in this research is exploring these &lsquo / used&rsquo / pains, and their relations to product design / in other words, how products are (or how they may be) used or manipulated to use pain instead of avoiding it. Eventually, the aim is to map the pain experience as a constructive element of experience and to come up with a statement for the usage of physical pain in product design as a beneficial tool, instead of just being a tool for pleasure as it has been used in product design till now. In order to explore the pain experience with products, a contexmapping study and a focus group study have been done. The phenomena of &lsquo / good, transitional and bad pain&rsquo / were introduced. Following this, pain experience with products model was proposed utilizing the results of the studies and for the exploration of the implementation of the model in practicum, a generative session study to obtain initial design ideas was done.