Proposing a SX Model with Cultural Factors
Source abstract
Abstract
Student eXperience (SX) is a particular case of Customer eXperience (CX). It consists of all the physical and emotional perceptions that a student or future student experiences in response to interaction with products, systems, or services provided by a Higher Education Institution (HEI). SX has three dimensions: (1) social, (2) educational, and (3) personal. Currently, there is a lack of studies that address cultural aspects as an impact factor in the SX dimensions. The development of a model that encompasses these aspects would serve to develop solutions that improve the quality of education and the student’s overall well-being. A holistic SX model would better address the student’s environmental problems, and the SX evaluation. We present a proposal for a holistic SX model focused on undergraduate students that includes culture as a factor related to the SX dimensions. This model allows for developing holistic student solutions that could increase the HEIs perceived quality, student academic performance, and retention rates.
Source: crossref · Quality: baseline
Research context
OpenAlex topics: Customer Service Quality and Loyalty · Management and Marketing Education · International Student and Expatriate Challenges
SciVX discovery tags are terminology-based. OpenAlex topics are source-provided classifications.
Affiliations
Escuela de Ingenieriáa Informaática, Pontificia Universidad Católica de Valparaíso, Valparaíso 2340000, Chile
Instituto Centro de Investigación Operativa, Universidad Miguel Hernández de Elche, Avenida de la Universidad s/n, 03202 Elche, Spain
Funding
ANID-PFCHA/Doctorado · PUCV PhD Scholarship 2022, in Chile
References (52)
Show source-provided references
1. Matus, N., Rusu, C., and Cano, S. (2021). Student eXperience: A Systematic Literature Review. Appl. Sci., 11.10.3390/app11209543 ↗
2. Effects of Culture on the Balance Between Mathematics Achievement and Subjective Wellbeing10.3389/fpsyg.2022.894774 ↗
3. Socio-cultural differences in the self-descriptions of two groups of Azerbaijanian students learning in the Russian and Azerbaijani languages10.11621/pir.2017.0410 ↗
4. Hofstede, G. (2001). Culture’s Consequences: Comparing Values, Behaviours, Institutions, and Organizations across Nations, 2nd ed, Sage Publications.
5. (2018). Standard No. ISO 9241-210.
6. Wright, P., Blythe, M., and McCarthy, J. (2006). Lecture Notes in Computer Science, Springer.
7. Hill, N., Roche, G., and Allen, L. (2007). The Customer Experience Through the Customer’s Eye, Cogent Publishing. [1st ed.].
8. Understanding customer experience throughout the customer journey10.1509/jm.15.0420 ↗
9. How to Sustain the Customer Experience: An Overview of Experience Components that Co-create Value with the Customer10.1016/j.emj.2007.08.005 ↗
10. Holbrook, M.B. (1999). Consumer Value, Routledge.
11. Meiselwitz, G. (2021). Social Computing and Social Media: Applications in Marketing, Learning, and Health. HCII 2021, Lecture Notes in Computer Science; Springer.10.1007/978-3-030-77685-5 ↗
12. The development of a conceptual model of student satisfaction with their experience in higher education10.1108/09684880810848396 ↗
13. Harvey, L., and Knight, P.T. (1996). Transforming Higher Education, Society for Research into Higher Education, Open University Press.
14. Mind the gap: Staff and postgraduate perceptions of student experience in higher education
15. Cultural capital and agency: Connecting critique and curriculum in higher education10.1080/01425692.2011.527723 ↗
16. Bista, K. (2018). Global Perspectives on International Student Experiences in Higher Education: Tensions and Issues, Routledge. [1st ed.].10.4324/9781315113456 ↗
17. Mediating transnational spaces: International students and intercultural responsibility10.1080/14675986.2017.1333691 ↗
18. Identifying attrition risk based on the first year experience10.1080/07294360.2017.1370438 ↗
19. Improving distance student retention through satisfaction and authentic experiences10.4018/IJOPCD.2018070105 ↗
20. Marketing public and private higher education institutions: A total experiential model of international student’s satisfaction, performance and continues intention10.1007/s12208-018-0198-2 ↗
21. Studies of student life: An overview10.1111/j.1465-3435.2004.00192.x ↗
22. Mobile learning in the institution of higher learning for Malaysia students: Culture Perspectives10.18517/ijaseit.1.3.59 ↗
23. Analysis of the essential factors for the adoption of mobile learning in higher education: A case study of students of the university of technology10.1016/j.tele.2017.09.016 ↗
24. Effects of communication style and culture on ability to accept recommendations from robots10.1016/j.chb.2008.12.025 ↗
25. Perceived usefulness, perceived ease of use, and user acceptance of information technology10.2307/249008 ↗
26. Bond, M.H. (1991). Oxford University Press.
27. Long-versus short-term orientation: New perspectives10.1080/13602381003637609 ↗
28. Minkov, M. (2007). What Makes Us Different and Similar: A New Interpretation of the World Values Survey and Other Cross-Cultural Data, Klasika i Stil.
29. Hofstede, G., Hofstede, G.J., and Minkov, M. (2010). Cultures and Organizations. Software of the Mind, McGraw Hill. [3rd ed.].
30. Chinese Culture Connection (1987). Chinese values and the search for culture-free dimensions of culture. J. Cross-Cult. Psychol., 18, 143–164.10.1177/0022002187018002002 ↗
31. Beyond Individualism-Collectivism: New Cultural Dimensions of Values
32. Inglehart, R. (1997). Modernization and Postmodernization: Cultural, Economic and Political Change in 43 Societies, Princeton University Press.10.1515/9780691214429 ↗
33. Díaz, J., Rusu, C., Pow-Sang, J.A., and Roncagliolo, S. (2013, January 11-15). A cultural-oriented usability heuristics proposal. Proceedings of the 2013 Chilean Conference on Human—Computer Interaction, ChileCHI 2013, Temuco, Chile. ACM International Conference Proceeding Series.10.1145/2535597.2535615 ↗
34. Matus, N., Cano, S., and Rusu, C. (2021, January 8–10). Emotions and Student eXperience: A Literature Review. Proceedings of the CEUR Workshop Proceedings 2021, Sao Paulo, Brazil.
35. Meiselwitz, G. (2021). Social Computing and Social Media: Applications in Marketing, Learning, and Health. HCII 2021, Lecture Notes in Computer Science; Springer.10.1007/978-3-030-77685-5 ↗
36. Meiselwitz, G. (2022). Social Computing and Social Media: Applications in Education and Commerce. HCII 2022, Lecture Notes in Computer Science; Springer.10.1007/978-3-031-05064-0 ↗
37. Half a century of measuring culture: Review of approaches, challenges, and limitations based on the analysis of 121 instruments for quantifying culture10.1016/j.intman.2008.08.005 ↗
38. Cross-Cultural comparison of digital natives in flipped classrooms10.1016/j.ijme.2021.100559 ↗
39. When online learning and cultural values intersect: Indonesian EFL students’ voices
40. Woods, J.C., Murzi, H., and Schuman, A.L. (2021, January 26). Effects of Uncertainty Avoidance and Country Culture on Perceptions of Power Distance in the Learning Process. Proceedings of the (2021) ASEE Annual Conference and Exposition, Conference Proceedings, Online.
41. Kasuya, M. (2008). Language Teaching Methodology and Classroom Research and Research Methods, Available online: https://www.birmingham.ac.uk/documents/college-artslaw/cels/essays/languageteaching/languageteachingmethodologymichikokasuya.pdf.
42. Power Distance and Individualism-Collectivism in EFL Learning Environment10.24093/awej/vol8no2.10 ↗
43. Power distance: Implications for English language teaching
44. Book review: Culture’s Consequences: Comparing Values, Behaviours, Institutions, and Organizations across Nations10.1177/147059580112007 ↗
45. Hofstede, G.H., Hofstede, G., and Arrindell, W.A. (1998). Masculinity and Femininity: The Taboo Dimension of National Cultures, Sage.
46. Developmental intergroup theory: Explaining and reducing children’s social stereotyping and prejudice10.1111/j.1467-8721.2007.00496.x ↗
47. Lynn, R. (1971). Personality and National Character, Pergamon Press.
48. Increasingly certain about uncertainty: Intolerance of uncertainty across anxiety and depression10.1016/j.janxdis.2012.01.011 ↗
49. Servqual: A multiple-Item Scale for measuring consumer perceptions of service quality
50. A general approach to confirmatory maximum likelihood factor analysis10.1007/BF02289343 ↗
51. Batista-Toledo, S., and Gavilan, D. (2023). Student Experience, Satisfaction and Commitment in Blended Learning: A Structural Equation Modelling Approach. Mathematics, 11.10.3390/math11030749 ↗
52. Applying structural equation modelling in educational research / La aplicación del modelo de ecuación estructural en las investigaciones educativas10.1080/11356405.2017.1367907 ↗