The Smart Servicescape Framework in Smart Home Healthcare Service Experience

Abstract

The dramatic advancement of Internet of Things technology and smart serviceshas encouraged the integration of smart home and healthcare service. Despitevarious research studies on the technology of smart home healthcare services, itis essential to approach those services from the service experience perspective.Moreover, it would be signi ficant to consider the context and environment ofsmart services, namely, “smart servicescapes,” as they can influence users’perceptions and experiences. With this background, the aim of this study wasto examine the smart servicescape framework that was developed based on thesmart home services in the prior study from the domain of smart homehealthcare services and to ameliorate the framework to better reflect thecharacteristics of smart services.During the qualitative analysis of 21 user-scenario movie clips on smart home healthcare services, the smart servicescapeelements were recategorized and relabeled, and the structure of smartservicescape framework was modified. The values of the improved smartservicescape framework can be identified in two aspects. First, the frameworkcan demonstrate the characteristics of smart services, namely, the omnipresenceof Datascape and Connection infra and the mediating role of artificialintelligence. Second, this framework can be used to establish designrequirements about service elements, relationships, and interactions when thesmart service experiences, including smart home healthcare, are designed.