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