Student experience in times of crisis: A chilean case study

Cristian Rusu; Sandra Cano; Virginica Rusu; Nicolás Matus; Daniela Quiñones; Iván Mercado

doi:10.1007/978-3-030-77685-5_22

Student experience in times of crisis: A chilean case study

Cristian Rusu, Sandra Cano, Virginica Rusu, Nicolás Matus, Daniela Quiñones, Iván Mercado

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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 Ingeniería Informática (School of Informatics Engineering) of the Pontificia Universidad Católica de Valparaíso (PUCV), in Chile. The paper presents our preliminary findings.

Original language	English
Title of host publication	Social Computing and Social Media
Subtitle of host publication	Applications in Marketing, Learning, and Health - 13th International Conference, SCSM 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Proceedings
Editors	Gabriele Meiselwitz
Publisher	Springer Science and Business Media Deutschland GmbH
Pages	270-285
Number of pages	16
ISBN (Print)	9783030776848
DOIs	https://doi.org/10.1007/978-3-030-77685-5_22
State	Published - 2021
Externally published	Yes
Event	13th International Conference on Social Computing and Social Media, SCSM 2021, held as part of the 23rd International Conference, HCI International 2021 - Virtual, Online Duration: 24 Jul 2021 → 29 Jul 2021

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	12775 LNCS
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	13th International Conference on Social Computing and Social Media, SCSM 2021, held as part of the 23rd International Conference, HCI International 2021
City	Virtual, Online
Period	24/07/21 → 29/07/21

Keywords

COVID-19 pandemic
Customer experience
Social outbreak
Student experience

Access to Document

10.1007/978-3-030-77685-5_22

Cite this

Rusu, C., Cano, S., Rusu, V., Matus, N., Quiñones, D., & Mercado, I. (2021). Student experience in times of crisis: A chilean case study. In G. Meiselwitz (Ed.), Social Computing and Social Media: Applications in Marketing, Learning, and Health - 13th International Conference, SCSM 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Proceedings (pp. 270-285). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 12775 LNCS). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-3-030-77685-5_22

Rusu, Cristian ; Cano, Sandra ; Rusu, Virginica et al. / Student experience in times of crisis : A chilean case study. Social Computing and Social Media: Applications in Marketing, Learning, and Health - 13th International Conference, SCSM 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Proceedings. editor / Gabriele Meiselwitz. Springer Science and Business Media Deutschland GmbH, 2021. pp. 270-285 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

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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.",

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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",

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Rusu, C, Cano, S, Rusu, V, Matus, N, Quiñones, D & Mercado, I 2021, Student experience in times of crisis: A chilean case study. in G Meiselwitz (ed.), Social Computing and Social Media: Applications in Marketing, Learning, and Health - 13th International Conference, SCSM 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Proceedings. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 12775 LNCS, Springer Science and Business Media Deutschland GmbH, pp. 270-285, 13th International Conference on Social Computing and Social Media, SCSM 2021, held as part of the 23rd International Conference, HCI International 2021, Virtual, Online, 24/07/21. https://doi.org/10.1007/978-3-030-77685-5_22

Student experience in times of crisis : A chilean case study. / Rusu, Cristian; Cano, Sandra; Rusu, Virginica et al.

Social Computing and Social Media: Applications in Marketing, Learning, and Health - 13th International Conference, SCSM 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Proceedings. ed. / Gabriele Meiselwitz. Springer Science and Business Media Deutschland GmbH, 2021. p. 270-285 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 12775 LNCS).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AU - Rusu, Cristian

AU - Cano, Sandra

AU - Rusu, Virginica

AU - Matus, Nicolás

AU - Quiñones, Daniela

AU - Mercado, Iván

N1 - 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: © Springer Nature Switzerland AG 2021.

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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.

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Rusu C, Cano S, Rusu V, Matus N, Quiñones D , Mercado I. Student experience in times of crisis: A chilean case study. In Meiselwitz G, editor, Social Computing and Social Media: Applications in Marketing, Learning, and Health - 13th International Conference, SCSM 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Proceedings. Springer Science and Business Media Deutschland GmbH. 2021. p. 270-285. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). doi: 10.1007/978-3-030-77685-5_22

Student experience in times of crisis: A chilean case study

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