Validating and improving the smart servicescape wheel: A qualitative video analysis

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.