Analyzing the Impact of Culture on Students: Towards a Student eXperience Holistic Model

Nicolás Matus, Ayaka Ito, Cristian Rusu

Resultado de la investigación: Capítulo del libro/informe/acta de congresoContribución a la conferenciarevisión exhaustiva

Resumen

Ensuring customer’s satisfaction is an imperative for companies and institutions; as a result of a satisfactory experience, the customer will enhance their overall well-being, in addition to meeting their needs. The brand, similarly, benefits commercially from each positive customer experience. The User eXperience (UX) concept is closely related to user-product or user-service interactions. This is framed within the Human-Computer Interaction (HCI) area. The focus on UX, while useful, is unrealistic in everyday situations. This is because users generally interact with more than one service or product offered by a brand. Therefore, Customer eXperience (CX) is a relevant concept in many areas. It analyzes the perceptions and interactions of users with brands that offer products and services. Nowadays, Student eXperience (SX) has become a widely used term, with a great variety of approaches. One of them is from the CX point of view. In this way SX may be considered as a particular case of CX, where the customer is a student of a Higher Education Institution (HEI). Unfortunately, several aspects of the SX are usually omitted by scholars, mainly due to the high level of specialization of the solutions developed in the academic field. However, by not analyzing SX in a holistic way, studies may fall short. Culture is an aspect that is frequently underestimated when analyzing solutions regarding students’ experiences. This is a problem considering the increasing number of exchange students at universities, and the culture shock entails for students, classmates, and academic staff. In this work we analyze the way in which cultural aspects are related to SX and its dimensions. For this, we analyze the concepts of culture and SX, the culture-communication and culture-perception relationship, and the culture role in education. In this way we expect to develop an SX model that explicitly incorporates cultural aspects. We expect this will help analyze SX in detail.

Idioma originalInglés
Título de la publicación alojadaSocial Computing and Social Media
Subtítulo de la publicación alojadaApplications in Education and Commerce - 14th International Conference, SCSM 2022, Held as Part of the 24th HCI International Conference, HCII 2022, Proceedings
EditoresGabriele Meiselwitz
EditorialSpringer Science and Business Media Deutschland GmbH
Páginas127-135
Número de páginas9
ISBN (versión impresa)9783031050633
DOI
EstadoPublicada - 2022
Publicado de forma externa
Evento14th International Conference on Social Computing and Social Media, SCSM 2022 Held as Part of the 24th HCI International Conference, HCII 2022 - Virtual, Online
Duración: 26 jun. 20221 jul. 2022

Serie de la publicación

NombreLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volumen13316 LNCS
ISSN (versión impresa)0302-9743
ISSN (versión digital)1611-3349

Conferencia

Conferencia14th International Conference on Social Computing and Social Media, SCSM 2022 Held as Part of the 24th HCI International Conference, HCII 2022
CiudadVirtual, Online
Período26/06/221/07/22

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