Customer experience in e-learning: a systematic mapping study

Iván Balmaceda Castro, ALEXANDRU CRISTIAN RUSU, Silvana Aciar

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

1 Cita (Scopus)

Resumen

This article investigates the application of the concept of Customer eXperience (CX) in the education and presents the results of Systematic Mapping Study (SMS) of the literature on CX specifically in e-Learning, also User Experience (UX) and Usability. Studies show that usability and UX in such platforms may influence in this process. The aim of this work aims to analyze scientific publications to characterize this context of CX. Existing studies on the subject were identified, specifying the type of research, its purpose, the use of techniques and method. The literature shows that the concept of CX has different definitions. The purpose of CX is identified as to deliver satisfaction throughout the customer experience that, in turn, leads to brand loyalty and advocacy, but results show there are few publications concerning the subject, especially in the domain of e-learning, and therefore is clear the need to encourage research and academic production.

Idioma originalInglés
Título de la publicación alojadaSocial 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
EditoresGabriele Meiselwitz
EditorialSpringer
Páginas158-170
Número de páginas13
ISBN (versión impresa)9783030495756
DOI
EstadoPublicada - 2020
Publicado de forma externa
Evento12th 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, Dinamarca
Duración: 19 jul. 202024 jul. 2020

Serie de la publicación

NombreLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volumen12195 LNCS
ISSN (versión impresa)0302-9743
ISSN (versión digital)1611-3349

Conferencia

Conferencia12th International Conference on Social Computing and Social Media, SCSM 2020, held as part of the 22nd International Conference on Human-Computer Interaction, HCII 2020
País/TerritorioDinamarca
CiudadCopenhagen
Período19/07/2024/07/20

Huella

Profundice en los temas de investigación de 'Customer experience in e-learning: a systematic mapping study'. En conjunto forman una huella única.

Citar esto