Students’ perception on customer experience: a comparative study

ALEXANDRU CRISTIAN RUSU, Virginica Rusu, Federico Botella, DANIELA CONSTANZA QUIÑONES OTEY, Bogdan Alexandru Urs, Ilie Urs, Jenny Morales, Sandra Cano, Silvana Aciar, Iván Balmaceda Castro

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

Abstract

Traditionally related to Service Science, Customer eXperience (CX) is also becoming a relevant Human-Computer Interaction (HCI) topic. The well-known concepts of usability and User eXperience refer to a single system, product or service. CX extends the UX concepts in a holistic approach, focusing on customer’s interactions (touchpoints) with all systems, products and services that a company offers. CX has a highly interdisciplinary nature; our approach on CX comes from HCI, as many of the customer – company interactions are based on interactives software systems and digital products. Forming CX professionals is challenging. We think that including CX as topic in HCI courses is becoming a necessity. The paper presents a 2019 comparative study on students’ perception on CX, which follows-up a similar study that we have done in 2018. The survey includes students from Chile, Spain, Romania, Colombia and Argentina, enrolled in CS and Law programs. The results help prioritizing the CX topics and designing a CX course.

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
Pages236-246
Number of pages11
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

  • Curricula
  • Customer eXperience
  • Service Science
  • User eXperience

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