Evaluation of customer experience and behaviour: a literature review

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

Abstract

This article presents a review of the literature from the last 5 years in research related to methods they have used to evaluate the Customer eXperience. Following the area of computer science, we observe how different works have integrated artificial intelligence or physiological signals to evaluate the emotional state or perceptions of a customer. However, most of these works are very oriented towards a single channel of communication. Models and evaluation methods have also been implemented, where the interest of researchers in deepening the customer experience from different disciplines can be observed.

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
Pages181-192
Number of pages12
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
Country/TerritoryDenmark
CityCopenhagen
Period19/07/2024/07/20

Keywords

  • Consumer behaviour
  • Customer eXperience
  • User eXperience

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