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 proceedingConference contributionpeer-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 languageEnglish
Title of host publicationSocial Computing and Social Media
Subtitle of host publicationApplications in Marketing, Learning, and Health - 13th International Conference, SCSM 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Proceedings
EditorsGabriele Meiselwitz
PublisherSpringer Science and Business Media Deutschland GmbH
Pages270-285
Number of pages16
ISBN (Print)9783030776848
DOIs
StatePublished - 2021
Externally publishedYes
Event13th 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 202129 Jul 2021

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume12775 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference13th International Conference on Social Computing and Social Media, SCSM 2021, held as part of the 23rd International Conference, HCI International 2021
CityVirtual, Online
Period24/07/2129/07/21

Keywords

  • COVID-19 pandemic
  • Customer experience
  • Social outbreak
  • Student experience

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