@inproceedings{d2d1e75df61e4845890c1799281dc893,
title = "Analyzing Methods, Instruments, and Tools for Evaluating the Customer eXperience",
abstract = "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 Qui{\~n}ones 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”.",
keywords = "Customer eXperience, Evaluation, Evaluation approaches, Instruments, Methods, Tools",
author = "Luis Rojas and Daniela Qui{\~n}ones",
note = "Publisher Copyright: {\textcopyright} 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.; null ; Conference date: 26-06-2022 Through 01-07-2022",
year = "2022",
doi = "10.1007/978-3-031-05064-0_24",
language = "English",
isbn = "9783031050633",
series = "Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)",
publisher = "Springer Science and Business Media Deutschland GmbH",
pages = "317--330",
editor = "Gabriele Meiselwitz",
booktitle = "Social Computing and Social Media",
}