Analyzing Methods, Instruments, and Tools for Evaluating the Customer eXperience

Luis Rojas, Daniela Quiñones

Resultado de la investigación: Capítulo del libro/informe/acta de congresoContribución a la conferenciarevisión exhaustiva

Resumen

There are multiple evaluation approaches (methods, instruments, and tools) that can be used for evaluating the CX0. However, these may not be considered by different companies/organizations because they assume that these are not related to the CX. This research analyze 29 evaluation approaches identified in a previous study (Rojas and Quiñones 2021) used in the areas of usability, user experience (UX), and satisfaction. We differentiate and examine these evaluation approaches indicating: (1) the type of participants required to apply them (experts or users); (2) the overall costs needed to use them (cheap or expensive); (3) some disadvantages or potential risks of them; and (4) the CX dimensions that could be evaluated. We found that: (1) most evaluation approaches (69%) require representative users rather than expert evaluators; (2) most evaluation approach (86,2%) are inexpensive to use since they do not need equipment or training; and (3) the most evaluated CX dimension corresponded to “sensorial”, while the least evaluated CX dimension was “emotional”.

Idioma originalInglés
Título de la publicación alojadaSocial Computing and Social Media
Subtítulo de la publicación alojadaApplications in Education and Commerce - 14th International Conference, SCSM 2022, Held as Part of the 24th HCI International Conference, HCII 2022, Proceedings
EditoresGabriele Meiselwitz
EditorialSpringer Science and Business Media Deutschland GmbH
Páginas317-330
Número de páginas14
ISBN (versión impresa)9783031050633
DOI
EstadoPublicada - 2022
Publicado de forma externa
Evento14th International Conference on Social Computing and Social Media, SCSM 2022 Held as Part of the 24th HCI International Conference, HCII 2022 - Virtual, Online
Duración: 26 jun. 20221 jul. 2022

Serie de la publicación

NombreLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volumen13316 LNCS
ISSN (versión impresa)0302-9743
ISSN (versión digital)1611-3349

Conferencia

Conferencia14th International Conference on Social Computing and Social Media, SCSM 2022 Held as Part of the 24th HCI International Conference, HCII 2022
CiudadVirtual, Online
Período26/06/221/07/22

Huella

Profundice en los temas de investigación de 'Analyzing Methods, Instruments, and Tools for Evaluating the Customer eXperience'. En conjunto forman una huella única.

Citar esto