Abstract
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.
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Matus, N., Ito, A., Rusu, C. (2022). Analyzing the Impact of Culture on Students: Towards a Student eXperience Holistic Model. In: Meiselwitz, G. (eds) Social Computing and Social Media: Applications in Education and Commerce. HCII 2022. Lecture Notes in Computer Science, vol 13316. Springer, Cham. https://doi.org/10.1007/978-3-031-05064-0_10
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