Table 1 Technology-enhanced CX for the... | Emerald Publishing

Table 1

Technology-enhanced CX for the healthy aging

Technology as value enhancer	Hedonic value	Utilitarian value
Services and their service environments	Objectives: Enhance enjoyment, increase fun, and happiness	Objectives: Improve convenience, reduce time, effort, and hassle
• Physical	Common roles: Enhancing, facilitating, socializing, and engaging Primary focus: Enhancing socio-emotional well-being Examples: • Sensory aids (e.g. personalized audio settings and noise-cancelling environments at a restaurant) • Social interaction technologies (e.g. social companion robots)	Common roles: Guiding, assisting, enabling, and monitoring Primary focus: Supporting physical capacity Examples: • Assistive devices (e.g. service robots for wayfinding, audio guides, hearing aids, and smart carts carrying shopping items) • Mobility aids (e.g. intelligent automation of slowing down escalators)
• Digital	Common roles: Personalizing, optimizing, socializing and entertaining Primary focus: Enhancing socio-emotional well-being Examples: • Personalized experiences (e.g. adaptive algorithmic online content curation) • Social connectivity tools (e.g. video chats, screen-sharing, and synchronized viewing sessions for groups)	Common roles: Fail-safing, de-risking, integrating and educating Primary focus: Promoting cognitive capacity Examples: • Accessibility features (e.g. customizable font size and contrast settings, easy language and suitable default settings) • AI concierge systems (e.g. daily-life organizers, automated re-stocking, reminders, search, and support agents)

Technology as value enhancer	Hedonic value	Utilitarian value
Services and their service environments	Objectives: Enhance enjoyment, increase fun, and happiness	Objectives: Improve convenience, reduce time, effort, and hassle
• Physical	Common roles: Enhancing, facilitating, socializing, and engagingPrimary focus: Enhancing socio-emotional well-beingExamples:• Sensory aids (e.g. personalized audio settings and noise-cancelling environments at a restaurant) • Social interaction technologies (e.g. social companion robots)	Common roles: Guiding, assisting, enabling, and monitoringPrimary focus: Supporting physical capacityExamples:• Assistive devices (e.g. service robots for wayfinding, audio guides, hearing aids, and smart carts carrying shopping items) • Mobility aids (e.g. intelligent automation of slowing down escalators)
• Digital	Common roles: Personalizing, optimizing, socializing and entertainingPrimary focus: Enhancing socio-emotional well-beingExamples:• Personalized experiences (e.g. adaptive algorithmic online content curation) • Social connectivity tools (e.g. video chats, screen-sharing, and synchronized viewing sessions for groups)	Common roles: Fail-safing, de-risking, integrating and educatingPrimary focus: Promoting cognitive capacityExamples:• Accessibility features (e.g. customizable font size and contrast settings, easy language and suitable default settings) • AI concierge systems (e.g. daily-life organizers, automated re-stocking, reminders, search, and support agents)

Source(s): Table created by the authors