Customer eXperience: A Bridge Between Service Science and Human-Computer Interaction

Virginica Rusu; ALEXANDRU CRISTIAN RUSU; Federico Botella; DANIELA CONSTANZA QUIÑONES OTEY; Camila Bascur; Virginia Zaraza Rusu

doi:10.1007/978-3-030-27928-8_59

Customer eXperience: A Bridge Between Service Science and Human-Computer Interaction

Virginica Rusu, ALEXANDRU CRISTIAN RUSU, Federico Botella, DANIELA CONSTANZA QUIÑONES OTEY, Camila Bascur, Virginia Zaraza Rusu

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

5 Scopus citations

Abstract

User eXperience (UX) and Usability are key concepts in Human-Computer Interaction (HCI). Customer eXperience (CX) is traditionally related to Service Science, but lately becomes a relevant topic in HCI. It offers a more comprehensive approach to the user as customer of several products, systems or services that a company offers. We focused for years our research on tourist as user of dedicated software systems and digital products. We are now focusing on tourist as customer, involving not only interactive software systems, but also the whole range of products and services that she or he interacts with. The paper examines CX as an extension of UX, and as a bridge between HCI and Service Science, focusing on tourist as customer.

Original language	English
Title of host publication	Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design
Subtitle of host publication	Future Trends and Applications, IHSED 2019
Editors	Tareq Ahram, Waldemar Karwowski, Stefan Pickl, Redha Taiar
Publisher	Springer Verlag
Pages	385-390
Number of pages	6
ISBN (Print)	9783030279271
DOIs	https://doi.org/10.1007/978-3-030-27928-8_59
State	Published - 2020
Externally published	Yes
Event	2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019 - Munich, Germany Duration: 16 Sep 2019 → 18 Sep 2019

Publication series

Name	Advances in Intelligent Systems and Computing
Volume	1026
ISSN (Print)	2194-5357
ISSN (Electronic)	2194-5365

Conference

Conference	2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019
Country/Territory	Germany
City	Munich
Period	16/09/19 → 18/09/19

Keywords

Customer experience
Online travel agencies
Service science
Tourism
User experience

Access to Document

10.1007/978-3-030-27928-8_59

Cite this

Rusu, V., RUSU, ALEXANDRU. CRISTIAN., Botella, F., QUIÑONES OTEY, DANIELA. CONSTANZA., Bascur, C., & Rusu, V. Z. (2020). Customer eXperience: A Bridge Between Service Science and Human-Computer Interaction. In T. Ahram, W. Karwowski, S. Pickl, & R. Taiar (Eds.), Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019 (pp. 385-390). (Advances in Intelligent Systems and Computing; Vol. 1026). Springer Verlag. https://doi.org/10.1007/978-3-030-27928-8_59

Rusu, Virginica ; RUSU, ALEXANDRU CRISTIAN ; Botella, Federico ; QUIÑONES OTEY, DANIELA CONSTANZA ; Bascur, Camila ; Rusu, Virginia Zaraza. / Customer eXperience : A Bridge Between Service Science and Human-Computer Interaction. Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019. editor / Tareq Ahram ; Waldemar Karwowski ; Stefan Pickl ; Redha Taiar. Springer Verlag, 2020. pp. 385-390 (Advances in Intelligent Systems and Computing).

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title = "Customer eXperience: A Bridge Between Service Science and Human-Computer Interaction",

abstract = "User eXperience (UX) and Usability are key concepts in Human-Computer Interaction (HCI). Customer eXperience (CX) is traditionally related to Service Science, but lately becomes a relevant topic in HCI. It offers a more comprehensive approach to the user as customer of several products, systems or services that a company offers. We focused for years our research on tourist as user of dedicated software systems and digital products. We are now focusing on tourist as customer, involving not only interactive software systems, but also the whole range of products and services that she or he interacts with. The paper examines CX as an extension of UX, and as a bridge between HCI and Service Science, focusing on tourist as customer.",

keywords = "Customer experience, Online travel agencies, Service science, Tourism, User experience",

author = "Virginica Rusu and RUSU, {ALEXANDRU CRISTIAN} and Federico Botella and {QUI{\~N}ONES OTEY}, {DANIELA CONSTANZA} and Camila Bascur and Rusu, {Virginia Zaraza}",

note = "Publisher Copyright: {\textcopyright} Springer Nature Switzerland AG 2020. Copyright: Copyright 2019 Elsevier B.V., All rights reserved.; null ; Conference date: 16-09-2019 Through 18-09-2019",

year = "2020",

doi = "10.1007/978-3-030-27928-8_59",

language = "English",

isbn = "9783030279271",

series = "Advances in Intelligent Systems and Computing",

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Rusu, V, RUSU, ALEXANDRUCRISTIAN, Botella, F, QUIÑONES OTEY, DANIELACONSTANZA, Bascur, C & Rusu, VZ 2020, Customer eXperience: A Bridge Between Service Science and Human-Computer Interaction. in T Ahram, W Karwowski, S Pickl & R Taiar (eds), Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019. Advances in Intelligent Systems and Computing, vol. 1026, Springer Verlag, pp. 385-390, 2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019, Munich, Germany, 16/09/19. https://doi.org/10.1007/978-3-030-27928-8_59

Customer eXperience : A Bridge Between Service Science and Human-Computer Interaction. / Rusu, Virginica; RUSU, ALEXANDRU CRISTIAN; Botella, Federico; QUIÑONES OTEY, DANIELA CONSTANZA; Bascur, Camila; Rusu, Virginia Zaraza.

Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019. ed. / Tareq Ahram; Waldemar Karwowski; Stefan Pickl; Redha Taiar. Springer Verlag, 2020. p. 385-390 (Advances in Intelligent Systems and Computing; Vol. 1026).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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T1 - Customer eXperience

AU - Rusu, Virginica

AU - RUSU, ALEXANDRU CRISTIAN

AU - Botella, Federico

AU - QUIÑONES OTEY, DANIELA CONSTANZA

AU - Bascur, Camila

AU - Rusu, Virginia Zaraza

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AB - User eXperience (UX) and Usability are key concepts in Human-Computer Interaction (HCI). Customer eXperience (CX) is traditionally related to Service Science, but lately becomes a relevant topic in HCI. It offers a more comprehensive approach to the user as customer of several products, systems or services that a company offers. We focused for years our research on tourist as user of dedicated software systems and digital products. We are now focusing on tourist as customer, involving not only interactive software systems, but also the whole range of products and services that she or he interacts with. The paper examines CX as an extension of UX, and as a bridge between HCI and Service Science, focusing on tourist as customer.

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KW - Online travel agencies

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BT - Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design

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ER -

Rusu V, RUSU ALEXANDRUCRISTIAN, Botella F, QUIÑONES OTEY DANIELACONSTANZA, Bascur C, Rusu VZ. Customer eXperience: A Bridge Between Service Science and Human-Computer Interaction. In Ahram T, Karwowski W, Pickl S, Taiar R, editors, Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019. Springer Verlag. 2020. p. 385-390. (Advances in Intelligent Systems and Computing). https://doi.org/10.1007/978-3-030-27928-8_59

Customer eXperience: A Bridge Between Service Science and Human-Computer Interaction

Abstract

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Keywords

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