@inproceedings{46dda0e5a69e4ff2a801eafb3df9f8a5,
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 Cristian Rusu and Federico Botella and Daniela Qui{\~n}ones 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.; 2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019 ; 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",
publisher = "Springer Verlag",
pages = "385--390",
editor = "Tareq Ahram and Waldemar Karwowski and Stefan Pickl and Redha Taiar",
booktitle = "Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design",
}