| Abstract [eng] |
As consumer expectations and their willingness to choose different services and channels increase, excellence in customer service becomes crucial. Both public and private sector organisations face similar challenges and public service organisations have additional specifications. These organisations are focused on the public interest, on creating public value, and are constrained by political decisions and dependent funding. The conceptualisation of user experience is a complex field of research that has been shaped by a wide range of researchers, and effective user experience management requires an understanding of the stages and points of interaction in the development of user experience. Improving the experience management of educators requires both theoretical and practical research in order to develop an appropriate model for the management of the experience of educational professionals that contributes to effective professional development. In practice, many organisations providing education services focus on a narrow product, concentrating on learning programmes and classroom environments with little attention to other interactions. There is a lack of research focus on user experience management in educational institutions. Most work looks at services in general or by specific sectors, but educational research focuses on the learning aspect of higher education, ignoring the service and experience aspects. The research problem - how is user experience management implemented in the Jurbarkas Education Centre in the context of the implementation of teacher qualification development? The object of the research is user experience management. The aim of the research is to analyse the management of teachers' experience in the process of their qualification improvement in the Jurbarkas Education Centre. To achieve the aim of the study, three tasks were set: 1) to propose a theoretical model of public service user experience management; 2) to apply the theoretical model of public service user experience management to the management of educational user experience in Lithuania; 3) to test the model of learners' experience management in educational services in the educational centre in Jurbarkas. The study consists of several parts. The first part analyses the scientific literature in order to reveal the concept and management of public service user experience and proposes a theoretical model of public service user experience management. The second part discusses the legal framework and strategic documents on education and presents a refined theoretical model - the management model of the learner experience in educational services. In the third part, an empirical study identified the strengths and areas for improvement of the Jurbarkas Education Centre, the results of which are detailed in the third section. In the Master's thesis, a model for the management of the learners' experience in the educational service was proposed and tested in the empirical research. |
