Literature
Collaborative workplaces for innovation in service companies.
Customer Experience Creation
Engagement and the Global Workplace
The effect of open plan furniture settings on sustained attention
Understanding the impact of generational issues in the workplace
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Researches have focused on measuring customer satisfaction and service quality.
Background on customer experience
Conceptual model
Social environment
Branding and customers experience
Customer experience dynamics
Customer experience management strategies
The link
Findings
Innovation and knowledge sharing
Engaged employees have more control over their experiences at work
Fixed technology
Employee engagement positively correlates with workplace satisfaction
Cultural context influences engagement levels
Baby Boomers --> work is and was an exciting adventure
Generation X’ers --> work is a challenge, work and life should be separate
Traditionalists --> work is an obligation and a duty that involved sacrifice
Millennials --> full integration of work and life
Results
Discussion
Methods
Conclusion
The findings indicate that the work environment can either augment or hinder efforts to boost employee engagement. It also identifies areas of change to the workplace that can have the most positive impact...
introduction
Experimental design
open offices originated negative experiences
Physical layout and facilities
Information and communication technologies
Human resource and work practices
Organizational culture and structure
Lack of concentration
Distration
How will four generations work together in different ways and explore organisational strategies for managing the transition of knowledge through the generations?
Lack of privacy
Evaluating Customer Experience
affect of furniture settings on tasks
Internal Barriers and Internal Enablers
Service Blueprints
Benefits & Disadvantage OF
4 key design principles which, are argued to be key to providing intelligent working environments
Foster collaboration
Take advantage of technologies
Support mobility
Adapt your HR structure and culture
Customer Journey Mapping
customer-centered process
improve interation +
visual representation
remove hierarchy +
social wellbeing +
reduce costs +
customer behaviours and motivations
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Distraction -
interruption -
increase sick days -
low productivity
Pre-Touch: Interactions that happen before directly starting the journey with the library.
First Touch: Initial interactions that participants have with the library.
Core Touch: Interactions that take place throughout the journey.
Last Touch: Final interactions with the library before the end of the journey.
In-Touch: Interactions that take place after the journey has ended.
open furniture settings
Hypotheses
no research in settings
furniture settings affect sustained attention in IWE more than Bench
reserach design SART
Participants
Process
better performance on IWE than Bench
percent of errors of commission
mean response time for GO before NO GO trial
mean response time of GO trial
stimulus impact individual ability to sustain attention
stimulus overload leads to dissatisfaction
limited cognitive resources
others presence lead to negative outcome
limitations
SART
Ecological validity
furnitures settings affect performance and the need of sustained attention