TY - GEN
T1 - Students’ perception on customer experience
T2 - 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
AU - Rusu, Cristian
AU - Rusu, Virginica
AU - Botella, Federico
AU - Quiñones, Daniela
AU - Urs, Bogdan Alexandru
AU - Urs, Ilie
AU - Morales, Jenny
AU - Cano, Sandra
AU - Aciar, Silvana
AU - Balmaceda Castro, Iván
N1 - Publisher Copyright:
© Springer Nature Switzerland AG 2020.
Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.
PY - 2020
Y1 - 2020
N2 - 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.
AB - 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.
KW - Curricula
KW - Customer eXperience
KW - Service Science
KW - User eXperience
UR - http://www.scopus.com/inward/record.url?scp=85088498183&partnerID=8YFLogxK
U2 - 10.1007/978-3-030-49576-3_18
DO - 10.1007/978-3-030-49576-3_18
M3 - Conference contribution
AN - SCOPUS:85088498183
SN - 9783030495756
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 236
EP - 246
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
A2 - Meiselwitz, Gabriele
PB - Springer
Y2 - 19 July 2020 through 24 July 2020
ER -