The Smart Servicescape Framework in Smart Home Healthcare Service Experience

Abstract

The dramatic advancement of Internet of Things technology and smart services has encouraged the integration of smart home and healthcare service. Despite various research studies on the technology of smart home healthcare services, it is essential to approach those services from the service experience perspective. Moreover, it would be significant to consider the context and environment of smart services, namely, “smart servicescapes,” as they can influence users’ perceptions and experiences. With this background, the aim of this study was to examine the smart servicescape framework that was developed based on the smart home services in the prior study from the domain of smart home healthcare services and to ameliorate the framework to better reflect the characteristics of smart services.

During the qualitative analysis of 21 user-scenario movie clips on smart home healthcare services, the smart servicescape elements were recategorized and relabeled, and the structure of smart servicescape framework was modified. The values of the improved smart servicescape framework can be identified in two aspects. First, the framework can demonstrate the characteristics of smart services, namely, the omnipresence of Datascape and Connection infra and the mediating role of artificial intelligence. Second, this framework can be used to establish design requirements about service elements, relationships, and interactions when the smart service experiences, including smart home healthcare, are designed.