Student experience in times of crisis: A chilean case study

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

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

Resumen

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.

Idioma originalInglés
Título de la publicación alojadaSocial Computing and Social Media
Subtítulo de la publicación alojadaApplications in Marketing, Learning, and Health - 13th International Conference, SCSM 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Proceedings
EditoresGabriele Meiselwitz
EditorialSpringer Science and Business Media Deutschland GmbH
Páginas270-285
Número de páginas16
ISBN (versión impresa)9783030776848
DOI
EstadoPublicada - 2021
Publicado de forma externa
Evento13th International Conference on Social Computing and Social Media, SCSM 2021, held as part of the 23rd International Conference, HCI International 2021 - Virtual, Online
Duración: 24 jul. 202129 jul. 2021

Serie de la publicación

NombreLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volumen12775 LNCS
ISSN (versión impresa)0302-9743
ISSN (versión digital)1611-3349

Conferencia

Conferencia13th International Conference on Social Computing and Social Media, SCSM 2021, held as part of the 23rd International Conference, HCI International 2021
CiudadVirtual, Online
Período24/07/2129/07/21

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