Customer experience in e-learning: a systematic mapping study

Iván Balmaceda Castro, ALEXANDRU CRISTIAN RUSU, Silvana Aciar

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

This article investigates the application of the concept of Customer eXperience (CX) in the education and presents the results of Systematic Mapping Study (SMS) of the literature on CX specifically in e-Learning, also User Experience (UX) and Usability. Studies show that usability and UX in such platforms may influence in this process. The aim of this work aims to analyze scientific publications to characterize this context of CX. Existing studies on the subject were identified, specifying the type of research, its purpose, the use of techniques and method. The literature shows that the concept of CX has different definitions. The purpose of CX is identified as to deliver satisfaction throughout the customer experience that, in turn, leads to brand loyalty and advocacy, but results show there are few publications concerning the subject, especially in the domain of e-learning, and therefore is clear the need to encourage research and academic production.

Original languageEnglish
Title of host publicationSocial Computing and Social Media. Participation, User Experience, Consumer Experience, and Applications of Social Computing - 12th International Conference, SCSM 2020, Held as Part of the 22nd HCI International Conference, HCII 2020, Proceedings
EditorsGabriele Meiselwitz
PublisherSpringer
Pages158-170
Number of pages13
ISBN (Print)9783030495756
DOIs
StatePublished - 2020
Externally publishedYes
Event12th International Conference on Social Computing and Social Media, SCSM 2020, held as part of the 22nd International Conference on Human-Computer Interaction, HCII 2020 - Copenhagen, Denmark
Duration: 19 Jul 202024 Jul 2020

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume12195 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference12th International Conference on Social Computing and Social Media, SCSM 2020, held as part of the 22nd International Conference on Human-Computer Interaction, HCII 2020
CountryDenmark
CityCopenhagen
Period19/07/2024/07/20

Keywords

  • Customer eXperience
  • E-learning
  • Education
  • Systematic Mapping Study
  • User eXperience

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