The Smart Servicescape Framework in Smart Home Healthcare Service Experience

Kang, Hyo‐Jin; Kim, Bora; Kwon, Gyu Hyun

doi:10.1111/dmj.12051

Cited by 11 publications

(16 citation statements)

References 23 publications

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“…Extending the significance of the traditional servicescape, we argue that the servicescape perspective is also relevant and required for the smart services context, which encompasses the characteristics of both physical and digital services. In line with Kang et al (2017), we propose the concept of a 'smart servicescape' for smart services. While taking into consideration the differentiating characteristics of smart services, the 'smart servicescape' framework incorporates new dimensions that have not been identified in conventional servicescape frameworks.…”

Section: Smart Servicescape (S)mentioning

confidence: 99%

“…While taking into consideration the differentiating characteristics of smart services, the 'smart servicescape' framework incorporates new dimensions that have not been identified in conventional servicescape frameworks. These include smart device, datascape, connected scape, and design aspects (Kang et al, 2017). The smart servicescape consists of the direct and indirect interactions between consumers, smart devices and service firms and other elements in the service environment.…”

Section: Smart Servicescape (S)mentioning

confidence: 99%

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The rise of smart consumers: role of smart servicescape and smart consumer experience co-creation

Roy

Singh

Hope

et al. 2019

Journal of Marketing Management

100

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Rapid technological advancements have led to the emergence of smart services and smart consumers. This study focuses on smart consumers who voluntarily engage in value creation activities, in order to conceptualise smart experience co-creation (SEC) and the smart servicescape. Drawing on the Stimulus-Organism-Response (SOR) framework, a model is proposed and tested around the impacts of smart servicescape dimensions (aesthetics, superior functionality, social presence, perceived interactivity and perceived personalisation) on smart consumer experience co-creation. SEC is conceptualised as a second order construct consisting of cognitive, hedonic, social/personal, and pragmatic/economic first order dimensions. Results show that the technological environmental cues of the smart servicescape (S) collectively influence smart experience co-creation (O), and this co-created experience eventually influences consumers' service brand equity and word-of-mouth (WOM) intentions (R). A major novelty of this study lies in uncovering the relationship between experience co-creation and service brand equity. Findings have theoretical and managerial implications for smart services.

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Section: Smart Servicescape (S)mentioning

confidence: 99%

Section: Smart Servicescape (S)mentioning

confidence: 99%

The rise of smart consumers: role of smart servicescape and smart consumer experience co-creation

Roy

Singh

Hope

et al. 2019

Journal of Marketing Management

100

View full text Add to dashboard Cite

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“…No entanto, as atividades realizadas no processo do serviço e sua relação com o ambiente construído, são pouco exploradas no servicescape. Frente a isso, uma segunda abordagem é explorada nesta pesquisa, o Service Blueprint, um método de representar o processo do serviço (Kang et al, 2017;Silva et al, 2021) através de um diagrama. Assim, é possível maior compreensão do processo para a gestão do serviço de maneira mais objetiva e quantificável (Shostack, 1984).…”

Section: Introductionunclassified

O serviscape na experiência do usuário: avaliação de percepções em serviços de conciergeria hospitalar

Quadros

Leitte-Teixeira

Silva

et al. 2022

RSD

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Acredita-se que a conciergeria hospitalar pode trazer incremento e proporcionar uma melhoria nos serviços prestados. Por fazer parte da experiência do usuário durante a internação em um hospital, o serviço e o ambiente oferecido desempenham importante papel, uma vez que podem impactar no processo de restabelecimento da saúde do paciente. Sendo assim, a atenção à percepção do usuário quanto ao serviço prestado, bem como a identificação de melhorias no serviço oferecido a partir dessas percepções se faz necessária. O presente trabalho objetiva avaliar a percepção dos pacientes sobre as evidências físicas e elementos intangíveis do ambiente de serviços (servicescape) na sua experiência com entrega dos serviços de conciergeria hospitalar, a fim de apontar melhorias na unidade de internação avaliada. Para isso, foi desenvolvido um framework que integra a abordagem do service blueprint da experiência à abordagem do servicescape nas evidências físicas, a partir do qual foi estruturado um questionário aplicado a 100 pacientes e/ou cuidadores (usuários do serviço) para avaliação de percepção dos pacientes, em uma unidade de internação clínico cirúrgica. Os resultados indicam para quais atributos avaliados (tangíveis e intangíveis) os usuários atribuíram nota média mais elevada, indicando maior importância na percepção da avaliação da qualidade do serviço prestado e, em contrapartida, para quais atributos foram atribuídas as menores notas médias, exigindo-se nesses últimos alguma mudança para melhoria na percepção dos usuários do serviço.

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“…Furthermore, direct interactions between users and service providers (ie, service encounters) are largely supplemented or replaced by interactions with smart devices and environmental elements. Consequently, users are inclined to perceive the service quality and service experience from the environments of smart services—namely, the smart servicescape [51]—thus, from the direct, visible, and tangible interactions with the smart servicescape. In this way, health care services and smart services commonly have a particular significance of servicescape from the viewpoint of service experience; for this reason, this study used the concept of smart servicescape for SHHSs.…”

Section: Introductionmentioning

confidence: 99%

“…Founded on the notion of servicescape embracing physical and social aspects, we had proposed the concept of smart servicescape regarding smart services in a prior study [51]. Analyzing the cases of smart home service experiences, new dimensions, including datascape , were introduced to reflect the key characteristics of smart services (ie, real-time data collection and the continuous data exchange of intelligent objects) [51].…”

Section: Introductionmentioning

confidence: 99%

An Ecological Approach to Smart Homes for Health Care Services: Conceptual Framework of a Smart Servicescape Wheel

Kang

Han

Kwon

2019

JMIR Mhealth Uhealth

Self Cite

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Background Smart homes are considered effective solutions for home health care for the elderly, as smart home technologies can reduce care costs and improve elderly residents’ independence. To develop a greater understanding of smart homes for health care services (SHHSs), this study accentuated the necessity of ecological approaches with an emphasis on environmental constraints. This study was based on 2 rationales: (1) users are inclined to perceive the service quality and service experience from environments (ie, servicescape) owing to the intangibility of health care and the pervasiveness of smart home technologies, and (2) both service domains are complex adaptive systems in which diversified and undefined service experiences—not only a few intended service flows—can be generated by complex combinations of servicescape elements. Objective This study proposed the conceptual framework of a Smart Servicescape Wheel (SSW) as an ecological approach delineating the extensive spectrum of environmental constraints in SHHSs. Methods The SSW framework was established based on a literature review. Results Generally divided by perceptible and imperceptible servicescapes, the SSW consists of the perceptible Physical scape (ie, hardware components, environmental cues, and human states) and Social scape (ie, service relationships and social relationships) as well as the imperceptible Datascape (ie, computing intelligence, databases, and communication networks). Following the ecological approach, each category of the SSW is subdivided and defined at the level of components or functions. Conclusions The SSW’s strengths lie in the various application opportunities for SHHSs. In terms of service planning and development, the SSW can be utilized to (1) establish the requirements for SHHS development, (2) associate with work domain analysis by defining component layers, and (3) understand the real contexts of SHHSs for the enhanced prediction of diverse service experiences. Regarding service management, it can be applied to develop measurement items for the operation and evaluation of SHHSs.

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The Smart Servicescape Framework in Smart Home Healthcare Service Experience

Cited by 11 publications

References 23 publications

The rise of smart consumers: role of smart servicescape and smart consumer experience co-creation

The rise of smart consumers: role of smart servicescape and smart consumer experience co-creation

O serviscape na experiência do usuário: avaliação de percepções em serviços de conciergeria hospitalar

An Ecological Approach to Smart Homes for Health Care Services: Conceptual Framework of a Smart Servicescape Wheel

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