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 proceedingConference contributionpeer-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 languageEnglish
Title of host publicationHuman Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design
Subtitle of host publicationFuture Trends and Applications, IHSED 2019
EditorsTareq Ahram, Waldemar Karwowski, Stefan Pickl, Redha Taiar
PublisherSpringer Verlag
Pages385-390
Number of pages6
ISBN (Print)9783030279271
DOIs
StatePublished - 2020
Externally publishedYes
Event2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019 - Munich, Germany
Duration: 16 Sep 201918 Sep 2019

Publication series

NameAdvances in Intelligent Systems and Computing
Volume1026
ISSN (Print)2194-5357
ISSN (Electronic)2194-5365

Conference

Conference2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019
Country/TerritoryGermany
CityMunich
Period16/09/1918/09/19

Keywords

  • Customer experience
  • Online travel agencies
  • Service science
  • Tourism
  • User experience

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