Evaluation of customer experience and behaviour: a literature review

Sandra Cano; Cristian Rusu; Daniela Quiñones

doi:10.1007/978-3-030-49576-3_13

Evaluation of customer experience and behaviour: a literature review

Sandra Cano, Cristian Rusu, Daniela Quiñones

SCHOOL OF COMPUTER ENGINEERING

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-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 language	English
Title of host publication	Social 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
Editors	Gabriele Meiselwitz
Publisher	Springer
Pages	181-192
Number of pages	12
ISBN (Print)	9783030495756
DOIs	https://doi.org/10.1007/978-3-030-49576-3_13
State	Published - 2020
Event	12th 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 2020 → 24 Jul 2020

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	12195 LNCS
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	12th 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/Territory	Denmark
City	Copenhagen
Period	19/07/20 → 24/07/20

Keywords

Consumer behaviour
Customer eXperience
User eXperience

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

10.1007/978-3-030-49576-3_13

Cite this

Cano, S., Rusu, C., & Quiñones, D. (2020). Evaluation of customer experience and behaviour: a literature review. In G. Meiselwitz (Ed.), Social 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 (pp. 181-192). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 12195 LNCS). Springer. https://doi.org/10.1007/978-3-030-49576-3_13

Cano, Sandra ; Rusu, Cristian ; Quiñones, Daniela. / Evaluation of customer experience and behaviour : a literature review. Social 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. editor / Gabriele Meiselwitz. Springer, 2020. pp. 181-192 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

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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.",

keywords = "Consumer behaviour, Customer eXperience, User eXperience",

author = "Sandra Cano and Cristian Rusu and Daniela Qui{\~n}ones",

note = "Publisher Copyright: {\textcopyright} Springer Nature Switzerland AG 2020. Copyright: Copyright 2020 Elsevier B.V., All rights reserved.; 12th International Conference on Social Computing and Social Media, SCSM 2020, held as part of the 22nd International Conference on Human-Computer Interaction, HCII 2020 ; Conference date: 19-07-2020 Through 24-07-2020",

year = "2020",

doi = "10.1007/978-3-030-49576-3_13",

language = "English",

isbn = "9783030495756",

series = "Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)",

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editor = "Gabriele Meiselwitz",

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Cano, S, Rusu, C & Quiñones, D 2020, Evaluation of customer experience and behaviour: a literature review. in G Meiselwitz (ed.), Social 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. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 12195 LNCS, Springer, pp. 181-192, 12th 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, 19/07/20. https://doi.org/10.1007/978-3-030-49576-3_13

Evaluation of customer experience and behaviour: a literature review. / Cano, Sandra; Rusu, Cristian ; Quiñones, Daniela.
Social 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. ed. / Gabriele Meiselwitz. Springer, 2020. p. 181-192 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 12195 LNCS).

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

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AB - 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.

KW - Consumer behaviour

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KW - User eXperience

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BT - Social 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

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Cano S, Rusu C , Quiñones D. Evaluation of customer experience and behaviour: a literature review. In Meiselwitz G, editor, Social 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. Springer. 2020. p. 181-192. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). doi: 10.1007/978-3-030-49576-3_13

Evaluation of customer experience and behaviour: a literature review

Abstract

Publication series

Conference

Keywords

UN SDGs

Access to Document

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Cite this