@inproceedings{2feb77bc683146beb8f032539fec444d,
title = "Student experience in times of crisis: A chilean case study",
abstract = "Customer eXperience (CX) includes all physical and emotional responses during the interactions with the products, systems and services that a company or an organization offers. We can consider a student as a particular case of customer, and Student eXperience (SX) as a particular case of CX. Higher education students are using not only the educational service, but they are interacting with a wide range of products, systems and services that a university offers. Chile was affected by crises since October 2019: a social outbreak crisis first, then the COVID-19 pandemic crisis. They have influenced the way in which students and universities interact, and consequently the SX. We carried out an exploratory study in order to identify how these crises have impacted the SX in the particular case of Escuela de Ingenier{\'i}a Inform{\'a}tica (School of Informatics Engineering) of the Pontificia Universidad Cat{\'o}lica de Valpara{\'i}so (PUCV), in Chile. The paper presents our preliminary findings.",
keywords = "COVID-19 pandemic, Customer experience, Social outbreak, Student experience",
author = "Cristian Rusu and Sandra Cano and Virginica Rusu and Nicol{\'a}s Matus and Daniela Qui{\~n}ones and Iv{\'a}n Mercado",
note = "Funding Information: We would like to thank to all students involved in the study. The study has been supported by the project UE2020.12.INV.FIN.INF.02, financed by Pontificia Universidad Cat?lica de Valpara?so (Chile). Authors are participating in the HCI-Collab Project ? The Collaborative Network to Support HCI Teaching and Learning Processes in IberoAmerica (http://hci-col lab.com/). Publisher Copyright: {\textcopyright} Springer Nature Switzerland AG 2021.; null ; Conference date: 24-07-2021 Through 29-07-2021",
year = "2021",
doi = "10.1007/978-3-030-77685-5_22",
language = "English",
isbn = "9783030776848",
series = "Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)",
publisher = "Springer Science and Business Media Deutschland GmbH",
pages = "270--285",
editor = "Gabriele Meiselwitz",
booktitle = "Social Computing and Social Media",
}