Hacia una Metodología de Evaluación de la Experiencia del Consumidor de Información

Maria Paz Godoy Olivares; Cristian Rusu; Toni Granollers

doi:10.65234/interaccion.94

Autores/as

Maria Paz Godoy Olivares Universidad de Valparaíso https://orcid.org/0000-0002-3819-7422
Cristian Rusu Pontificia Universidad Católica de Valparaíso https://orcid.org/0000-0002-1504-2540
Toni Granollers Universidad Lleida https://orcid.org/0000-0001-9189-7308

DOI:

https://doi.org/10.65234/interaccion.94

Palabras clave:

Experiencia del Consumidor de Información, Experiencia del Cliente, Metodología de Evaluación

Resumen

La información es uno de los bienes más preciados para las organizaciones en la búsqueda de ganar ventajas competitivas frente a sus competidores. Actualmente, el uso de información organizacional permite identificar las preferencias de los clientes, mejorar procesos internos, entre otros beneficios. Si bien el consumo de información se ha estudiado en la literatura, la Experiencia del Consumidor de Información (ICX) carece de una metodología formal para su evaluación. En este sentido, este estudio presenta una metodología estructurada para la evaluación de ICX en organizaciones, como una iteración del trabajo desarrollado previamente por los autores. Esta metodología se compone de tres etapas: Caracterización, Experimentación y Análisis. En la etapa de Caracterización para realizar un análisis exploratorio de los consumidores y proveedores de información de la organización. La etapa de Experimentación se enfoca aplicar instrumentos cualitativos y cuantitativos para recopilar información acerca de la percepción de los consumidores. Mientras que en la etapa de Análisis se procesan dicha información para generar métricas de evaluación. Esta metodología representa el primer enfoque formal para evaluar la ICX, aplicable en cualquier tipo de organización que gestione una gran demanda de información, a fin de evaluar la experiencia de los consumidores y ofrecer recomendaciones para su mejora.

Referencias

Ahmad, K. Z. B., Jasimuddin, S. M., & Kee, W. L. (2018). Organizational climate and job satisfaction: do employees’ personalities matter? Management Decision, 56(2), 421–440. doi:10.1108/md-10-2016-0713 DOI: https://doi.org/10.1108/MD-10-2016-0713

Azemi, N. A., Zaidi, H., & Hussin, N. (2018). Information quality in organization for better decision-making. International Journal of Academic Research in Business and Social Sciences, 7(12). doi:10.6007/ijarbss/v7-i12/3624 DOI: https://doi.org/10.6007/IJARBSS/v7-i12/3624

De Alwis, S., Hernwall, P., & Adikaram, A. S. (2022). “It is ok to be interrupted; it is my job” – perceptions on technology-mediated work-life boundary experiences; a sociomaterial analysis. Qualitative Research in Organizations and Management An International Journal, 17(5), 108–134. doi:10.1108/qrom-01-2021-2084 DOI: https://doi.org/10.1108/QROM-01-2021-2084

DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research : ISR, 3(1), 60–95. doi:10.1287/isre.3.1.60 DOI: https://doi.org/10.1287/isre.3.1.60

Dhamija, P., Gupta, S., & Bag, S. (2019). Measuring of job satisfaction: the use of quality of work life factors. Benchmarking An International Journal, 26(3), 871–892. doi:10.1108/bij-06-2018-0155 DOI: https://doi.org/10.1108/BIJ-06-2018-0155

Díaz-Oreiro, I., López, G., Quesada, L., & Guerrero, L. (2019). Standardized questionnaires for user experience evaluation: A systematic literature review. UCAml 2019, 14. DOI: https://doi.org/10.3390/proceedings2019031014

Dorsey, J., Kaye, M., Barratt, J., Biondi, J., Habrial, A., Lane, A., … Singletary, A. (2016). Using the WEIS-SR to evaluate employee perceptions of their college work environment. Work (Reading, Mass.), 54(1), 103–111. doi:10.3233/WOR-162281 DOI: https://doi.org/10.3233/WOR-162281

Emran Hossain, M., Mahmud, I., & M Idrus, R. (2021). Modelling end users’ continuance intention to use information systems in academic settings: Expectation-confirmation and stress perspective. Interdisciplinary Journal of Information Knowledge and Management, 16, 371–395. doi:10.28945/4841 DOI: https://doi.org/10.28945/4841

Fabbri, T., Mandreoli, F., Martoglia, R., & Scapolan, A. C. (2019, July). Employee attitudes and (digital) collaboration data: A preliminary analysis in the HRM field. 2019 28th International Conference on Computer Communication and Networks (ICCCN). Presented at the 2019 28th International Conference on Computer Communication and Networks (ICCCN), Valencia, Spain. doi:10.1109/icccn.2019.8846957 DOI: https://doi.org/10.1109/ICCCN.2019.8846957

Ganeshan, M. K. C. (2020). Electronic Human Resource Management Practices And Employees Perception Towards Information Technology Industry. International Journal of Scientific Technology Research, 9, 86–90.

Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience:: An overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395–410. (N.d.-b). doi:10.3390/app122412630, DOI: https://doi.org/10.1016/j.emj.2007.08.005

Godoy, M. P., Rusu, C., & Ugalde, J. (2022). Information Consumer Experience: A Systematic Review. Applied Sciences, 12(24), 12630. DOI: https://doi.org/10.3390/app122412630

Godoy, M., Rusu, C., & Ugalde, J. (2023, July). A Preliminary Methodology for Information Consumer Experience Evaluation. In International Conference on Human-Computer Interaction (pp. 506-519). Cham: Springer Nature Switzerland. DOI: https://doi.org/10.1007/978-3-031-35915-6_36

Goetz, T. M., & Boehm, S. A. (2020). Am I outdated? The role of strengths use support and friendship opportunities for coping with technological insecurity. Computers in Human Behavior, 107, 106265. DOI: https://doi.org/10.1016/j.chb.2020.106265

Gunadham, T., & Thammakoranonta, N. (2019, June). Knowledge management systems functionalities enhancement in practice. Proceedings of the 5th International Conference on Frontiers of Educational Technologies. Presented at the ICFET 2019: The 5th International Conference on Frontiers of Educational Technologies, Beijing China. doi:10.1145/3338188.3338213 DOI: https://doi.org/10.1145/3338188.3338213

Hepworth, J. B., Vidgen, G. A., Griffin, E., & Woodward, T. (1992). Adopting an information management approach to the design and implementation of information systems. Health Services Management Research, 5(2), 115–122. doi:10.1177/095148489200500204 DOI: https://doi.org/10.1177/095148489200500204

Igbaria, M., & Tan, M. (1997). The consequences of information technology acceptance on subsequent individual performance. Information & Management, 32(3), 113–121. doi:10.1016/s0378-7206(97)00006-2 DOI: https://doi.org/10.1016/S0378-7206(97)00006-2

Ishak, N., & Azizan, M. A. (2021, July). Efficiency management of quality working environment in construction industry. In AIP Conference Proceedings (Vol. 2347, No. 1). AIP Publishing. DOI: https://doi.org/10.1063/5.0051520

Kabicher-Fuchs, S., Mangler, J., & Rinderle-Ma, S. (2013). Experience breeding in process-aware information systems. In Notes on Numerical Fluid Mechanics and Multidisciplinary Design. Notes on Numerical Fluid Mechanics and Multidisciplinary Design (pp. 594–609). doi:10.1007/978-3-642-38709-8_38 DOI: https://doi.org/10.1007/978-3-642-38709-8_38

Kashfi, P., Nilsson, A., & Feldt, R. (2017). Integrating User eXperience practices into software development processes: implications of the UX characteristics. PeerJ Computer Science, 3, e130. DOI: https://doi.org/10.7717/peerj-cs.130

Klesel, M., Mokosch, G., & Niehaves, B. (2015). Putting flesh on the duality of structure: The case of it consumerization.

Kordsmeyer, A. C., Mette, J., Harth, V., & Mache, S. (2019). Job demands and resources in virtual teamwork. Zentralblatt für Arbeitsmedizin, Arbeitsschutz und Ergonomie, 69, 239-244. DOI: https://doi.org/10.1007/s40664-018-0317-2

Laumer, S., Maier, C., Eckhardt, A., & Weitzel, T. (2016). Work routines as an object of resistance during information systems implementations: Theoretical foundation and empirical evidence. European Journal of Information Systems, 25, 317-343. DOI: https://doi.org/10.1057/ejis.2016.1

Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. doi:10.1509/jm.15.0420 DOI: https://doi.org/10.1509/jm.15.0420

Lim, C., Kim, K. H., Kim, M. J., Heo, J. Y., Kim, K. J., & Maglio, P. P. (2018). From data to value: A nine-factor framework for data-based value creation in information intensive services. International Journal of Information Management, 39, 121–135. DOI: https://doi.org/10.1016/j.ijinfomgt.2017.12.007

Malik, N., Tripathi, S. N., Kar, A. K., & Gupta, S. (2022). Impact of artificial intelligence on employees working in industry 4.0 led organizations. International Journal of Manpower, 43(2), 334–354. doi:10.1108/ijm-03-2021-0173 DOI: https://doi.org/10.1108/IJM-03-2021-0173

Marquez, J. J., Downey, A., & Clement, R. (2015). Walking a mile in the user’s shoes: Customer journey mapping as a method to understanding the user experience. Internet Reference Services Quarterly, 20(3–4), 135–150. doi:10.1080/10875301.2015.1107000 DOI: https://doi.org/10.1080/10875301.2015.1107000

Meske, C., Kissmer, T., & Stieglitz, S. (2020). Bridging formal barriers in digital work environments – Investigating technology-enabled interactions across organizational hierarchies. Telematics and Informatics, 48(101342), 101342. doi:10.1016/j.tele.2020.101342 DOI: https://doi.org/10.1016/j.tele.2020.101342

Molino, M., Cortese, C. G., & Ghislieri, C. (2021). Technology acceptance and leadership 4.0: A Quali-quantitative study. International Journal of Environmental Research and Public Health, 18(20), 10845. doi:10.3390/ijerph182010845 DOI: https://doi.org/10.3390/ijerph182010845

Oldham, G. R., & Da Silva, N. (2015). The impact of digital technology on the generation and implementation of creative ideas in the workplace. Computers in Human Behavior, 42, 5–11. doi:10.1016/j.chb.2013.10.041 DOI: https://doi.org/10.1016/j.chb.2013.10.041

Parasuraman, A. B. L. L., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40.

Peters, R. (2001, March 31). Exploring the design space for personal information management tools. CHI ’01 Extended Abstracts on Human Factors in Computing Systems. Presented at the CHI01: Human Factors in Computing Systems, Seattle Washington. doi:10.1145/634067.634309 DOI: https://doi.org/10.1145/634295.634309

Petrie, H., & Bevan, N. (2009). The evaluation of accessibility, usability, and user experience. The universal access handbook, 1, 1-16. DOI: https://doi.org/10.1201/9781420064995-c20

Pigg, S., Lauren, B., & Keller, E. J. (2017, August 11). Designing for learning experiences. Proceedings of the 35th ACM International Conference on the Design of Communication. Presented at the SIGDOC ’17: The 35th ACM International Conference on the Design of Communication, Halifax Nova Scotia Canada. doi:10.1145/3121113.3121127 DOI: https://doi.org/10.1145/3121113.3121127

Quiñones, D., & Rusu, C. (2017). How to develop usability heuristics: A systematic literature review. Computer standards & interfaces, 53, 89-122. DOI: https://doi.org/10.1016/j.csi.2017.03.009

Rieh, S.-Y. (2002). Judgment decision, and choice in web searching behavior - information quality and cognitive authority -. Journal of the Korean Society for Library and Information Science, 36(2), 119–138. doi:10.4275/kslis.2002.36.2.119 (N.d.-c). doi:10.3390/ijerph182211888, DOI: https://doi.org/10.4275/KSLIS.2002.36.2.119

Rowley, J. (1998). Towards a framework for information management. International Journal of Information Management, 18(5), 359–369. doi:10.1016/s0268-4012(98)00025-5 DOI: https://doi.org/10.1016/S0268-4012(98)00025-5

Shamsi, M., Iakovleva, T., Olsen, E., & Bagozzi, R. P. (2021). Employees’ work-related well-being during COVID-19 pandemic: An integrated perspective of technology acceptance model and JD-R theory. International Journal of Environmental Research and Public Health, 18(22), 11888. doi:10.3390/ijerph182211888 DOI: https://doi.org/10.3390/ijerph182211888

Stone, R. W., Good, D. J., & Baker-Eveleth, L. (2007). The impact of information technology on individual and firm marketing performance. Behaviour & Information Technology, 26(6), 465–482. doi:10.1080/01449290600571610 DOI: https://doi.org/10.1080/01449290600571610

Strong, D. M., Lee, Y. W., & Wang, R. Y. (1997). Data quality in context. Communications of the ACM, 40(5), 103-110. DOI: https://doi.org/10.1145/253769.253804

Temkin, B. D. (2010). Mapping the customer journey. Forrester Research, 3, 20.

Vasilieva, E., & Tochilkina, T. (2020). Design thinking and process transformation: Synergy of these approaches. In CEUR Workshop Proceedings. DOI: https://doi.org/10.26425/2309-3633-2020-1-83-93

Wu, M.-S. (2019). Information literacy, creativity and work performance. Information Development, 35(5), 676–687. doi:10.1177/0266666918781436. DOI: https://doi.org/10.1177/0266666918781436

Zarraga-Rodriguez, M., & Alvarez, M. J. (2015). Experience. ACM Journal of Data and Information Quality, 6(2–3), 1–14. doi:10.1145/2774223 (N.d.-a). doi:10.1063/5.0051520. DOI: https://doi.org/10.1145/2774223

Zaza, I., & Junglas, I. IT Self-Service Engagement: A Theory of Trying Perspective.