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Validating and Improving the Smart Servicescape Wheel: A Qualitative Video Analysis

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Part of the Advances in Intelligent Systems and Computing book series (AISC,volume 1208)

Abstract

We previously proposed a conceptual framework of a smart servicescape wheel (SSW) in order to delineate the broad continuum of environmental constraints in smart homes for health care services (SHHSs) [1]. This framework was established through expert analysis and an extensive literature review, and its structure and applicability must be validated. Accordingly, in this study, we aimed to qualitatively verify the SSW framework and improve it in order to improve its applicability. Thirty scenario-portraying movie clips on SHHSs were collected from the official YouTubeTM channels of ICT companies. The categories of the SSW were prepared for an analytic framework. We analyzed the movie clips using framework analysis and validated the SSW’s applicability along with some improvement points. Moreover, the results implied the opportunity for new service ideations and additional dimensions of constraint layers such as service interactions.

Keywords

  • Smart servicescape wheel
  • Ecological approach
  • Smart home healthcare services
  • Video analysis
  • Framework validation

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Acknowledgments

This work was supported by the Ministry of Science and ICT of the Republic of Korea and the National Research Foundation of Korea (NRF-2019R1G1A1100180).

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Correspondence to Gyu Hyun Kwon .

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Kang, HJ., Han, J., Yun, B., Kwon, G.H. (2020). Validating and Improving the Smart Servicescape Wheel: A Qualitative Video Analysis. In: Spohrer, J., Leitner, C. (eds) Advances in the Human Side of Service Engineering. AHFE 2020. Advances in Intelligent Systems and Computing, vol 1208. Springer, Cham. https://doi.org/10.1007/978-3-030-51057-2_31

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  • DOI: https://doi.org/10.1007/978-3-030-51057-2_31

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