VR-Based Relaxation Therapy for Customer Service Staff: A Pilot Study
Ergonomics; Occupational risks; Sales; Surveys; Customer-service; First-stop; Organization wellbeing; Pilot studies; Stress and workplace; Stress levels; VR-based relaxation therapy; VR-based stress therapy; VR-based therapy; Wellbeing; Virtual reality
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Springer Science and Business Media Deutschland GmbH
2023
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my.uniten.dspace-264422023-05-29T17:10:34Z VR-Based Relaxation Therapy for Customer Service Staff: A Pilot Study Ibrahim N. Mohd Mahidin E.M. Mohd Yusof A. Rusli M.E. Iskandar N.S. Zaharuddin F.A. Mahalil I. 9337335600 57211604360 57221646078 16246214600 57361355600 57211608539 56582302800 Ergonomics; Occupational risks; Sales; Surveys; Customer-service; First-stop; Organization wellbeing; Pilot studies; Stress and workplace; Stress levels; VR-based relaxation therapy; VR-based stress therapy; VR-based therapy; Wellbeing; Virtual reality Customer service staff are the frontliners of any organisation. They act as the first stop centre for customer or client to report complaints or feedback. However, this job also comes with a stressful working condition. For this reason, XperionVR�, a Virtual Reality-based relaxation therapy system was developed with the intention of providing easy access for employees to manage their stress by practising relaxation techniques. This paper describes the evaluation of XperionVR� conducted among the staff of a customer service unit of a large utility company. This pilot study aims to gather participants� perception of the effectiveness of each element in the therapy component of the VR-based relaxation therapy system in helping them to relax or reduce their stress level. The procedure involves participants going through the therapy session, and feedback on the experience was gathered using questionnaire, direct observation, and interview. Forty participants had voluntarily participated in the pilot study. Based on the result of the analysis, it could be observed that most participants felt that the system managed to make them feel more relaxed and reduce their stress level. However, two challenges observed were i) due to the nature of customer service staff who only have short break time, it is important for any VR-based relaxation therapy system to be designed with the ability to provide optimal therapy outcome within a short period of time and ii) the system should consist of a feature that can provide a quick demonstration for users with no experience of using a virtual reality system on how to navigate the system. Without the demonstration, users will have difficulty using the system, which in turn, will cause adverse effect to the overall therapy experience. � 2021, Springer Nature Switzerland AG. Final 2023-05-29T09:10:34Z 2023-05-29T09:10:34Z 2021 Conference Paper 10.1007/978-3-030-90235-3_15 2-s2.0-85120535219 https://www.scopus.com/inward/record.uri?eid=2-s2.0-85120535219&doi=10.1007%2f978-3-030-90235-3_15&partnerID=40&md5=16744ea868470d412c3d34f517289e8c https://irepository.uniten.edu.my/handle/123456789/26442 13051 LNCS 171 183 Springer Science and Business Media Deutschland GmbH Scopus |
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| description |
Ergonomics; Occupational risks; Sales; Surveys; Customer-service; First-stop; Organization wellbeing; Pilot studies; Stress and workplace; Stress levels; VR-based relaxation therapy; VR-based stress therapy; VR-based therapy; Wellbeing; Virtual reality |
| author2 |
9337335600 |
| author_facet |
9337335600 Ibrahim N. Mohd Mahidin E.M. Mohd Yusof A. Rusli M.E. Iskandar N.S. Zaharuddin F.A. Mahalil I. |
| format |
Conference Paper |
| author |
Ibrahim N. Mohd Mahidin E.M. Mohd Yusof A. Rusli M.E. Iskandar N.S. Zaharuddin F.A. Mahalil I. |
| spellingShingle |
Ibrahim N. Mohd Mahidin E.M. Mohd Yusof A. Rusli M.E. Iskandar N.S. Zaharuddin F.A. Mahalil I. VR-Based Relaxation Therapy for Customer Service Staff: A Pilot Study |
| author_sort |
Ibrahim N. |
| title |
VR-Based Relaxation Therapy for Customer Service Staff: A Pilot Study |
| title_short |
VR-Based Relaxation Therapy for Customer Service Staff: A Pilot Study |
| title_full |
VR-Based Relaxation Therapy for Customer Service Staff: A Pilot Study |
| title_fullStr |
VR-Based Relaxation Therapy for Customer Service Staff: A Pilot Study |
| title_full_unstemmed |
VR-Based Relaxation Therapy for Customer Service Staff: A Pilot Study |
| title_sort |
vr-based relaxation therapy for customer service staff: a pilot study |
| publisher |
Springer Science and Business Media Deutschland GmbH |
| publishDate |
2023 |
| _version_ |
1806423325552934912 |
| score |
13.19449 |