Abstract
The service industry has the closest contact with people, and frontline service personnel usually need to face all customer's problems. In response to the post-epidemic learning trend, many service industry training has started using distance learning. Online learning is more challenging to create a sense of the context of a real situation to arouse learners' motivation. This study used Gather Town to build a virtual learning space for a travel agency, combines the interaction mechanism of Google Form to simulate the communication and interaction in the service process, and designs an educational game called "Difficult Customers" The game integrates realistic interaction and video guidance, and learners can solve travelers' problems step by step through video situations and menu choices. In this study, 8 participants were recruited openly, and a preliminary empirical study was conducted to investigate the flow state, anxiety, and game acceptance of learners in the game. According to the analysis of the study, the overall anxiety of the learners averaged 1.91, which was significantly lower than 3 (the median of the five-point Likert scale), indicating that this game mechanism did not cause anxiety in the learners. And the overall flow of the learners after the game reached 4.15, which was significantly higher than 3. This indicates that the game design mechanism can effectively improve the flow of the learners. Furthermore, the learner's acceptance of the game was above 4, indicating that the learner agrees that the game mechanism can help the service industry train communication skills and adaptability.
Author Information
Yen-Ting Ho, National Taiwan University of Science and Technology, Taiwan
Huei-Tse Hou, National Taiwan University of Science and Technology, Taiwan
Paper Information
Conference: SEACE2023
Stream: Adult
This paper is part of the SEACE2023 Conference Proceedings (View)
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To cite this article:
Ho Y., & Hou H. (2023) Design and Evaluation of an Online Educational Game for the Development of Communication and Response Skills in the Service Industry ISSN: 2435-5240 The Southeast Asian Conference on Education 2023: Official Conference Proceedings https://doi.org/10.22492/issn.2435-5240.2023.38
To link to this article: https://doi.org/10.22492/issn.2435-5240.2023.38
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