TY - GEN
T1 - Student experience in times of crisis
T2 - 13th International Conference on Social Computing and Social Media, SCSM 2021, held as part of the 23rd International Conference, HCI International 2021
AU - Rusu, Cristian
AU - Cano, Sandra
AU - Rusu, Virginica
AU - Matus, Nicolás
AU - Quiñones, Daniela
AU - Mercado, Iván
N1 - Publisher Copyright:
© Springer Nature Switzerland AG 2021.
PY - 2021
Y1 - 2021
N2 - 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 Ingeniería Informática (School of Informatics Engineering) of the Pontificia Universidad Católica de Valparaíso (PUCV), in Chile. The paper presents our preliminary findings.
AB - 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 Ingeniería Informática (School of Informatics Engineering) of the Pontificia Universidad Católica de Valparaíso (PUCV), in Chile. The paper presents our preliminary findings.
KW - COVID-19 pandemic
KW - Customer experience
KW - Social outbreak
KW - Student experience
UR - http://www.scopus.com/inward/record.url?scp=85120042094&partnerID=8YFLogxK
U2 - 10.1007/978-3-030-77685-5_22
DO - 10.1007/978-3-030-77685-5_22
M3 - Conference contribution
AN - SCOPUS:85120042094
SN - 9783030776848
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 270
EP - 285
BT - Social Computing and Social Media
A2 - Meiselwitz, Gabriele
PB - Springer Science and Business Media Deutschland GmbH
Y2 - 24 July 2021 through 29 July 2021
ER -