short-paper

Customer eXperience: Is This the Ultimate eXperience?

Authors:

Virginica Rusu,

Federico Botella,

Daniela QuiñonesAuthors Info & Claims

Interacción '18: Proceedings of the XIX International Conference on Human Computer Interaction

Article No.: 21, Pages 1 - 4

https://doi.org/10.1145/3233824.3233848

Published: 12 September 2018 Publication History

Abstract

"Abilities" and "Xperiences" are well-known and intensely scrutinized in Human-Computer Interaction (HCI). A lot of work was done and published on Usability and User experience (UX). Both concepts are still evolving, and other related concepts arise. Customer experience (CX) is relatively new in HCI; traditionally, CX is more related to the Service Science field. There is no generally agreed definition on CX. The paper expresses our (subjective) point of view on CX, its relationship with UX/Usability, and its relevance for HCI.

References

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All About UX. Retrieved April 24, 2018 from www.allaboutux.org

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George Bithas, Konstadinos Kutsikos, Damianos P. Sakas, and Konstantopoulos Nikolaos. 2015. Business Transformation Through Service Science: The Road Ahead. Procedia - Social and Behavioral Sciences, 175 (2015), 439 - 446.

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CX Goes Mainstream. The Customer Experience Industry Report. 2018. UserTesting Inc. Retrieved April 24 2018 from https://www.usertesting.com/

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Digital Library

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ISO 9241-210. 2010. Ergonomics of human-system interaction --- Part 210: Human-centered design for interactive systems. International Organization for Standardization, Geneva, 2010

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Digital Library

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Virginica Rusu, Cristian Rusu, Daniel Guzmán, Diego Espinoza, Daniel Rojas, Silvana Roncagliolo and Daniela Quiñones. 2016. Assessing the Customer eXperience Based on Quantitative Data: Virtual Travel Agencies. In Design, User Experience, and Usability. Design Thinking and Methods, Aaron Marcus (eds.) Lecture Notes in Computer Science, Vol. 9746, Springer, 499--508.

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Virginica Rusu, Cristian Rusu, Daniel Guzmán, Silvana Roncagliolo and Daniela Quiñones. 2017. Online Travel Agencies as Social Media: Analyzing Customers' Opinions In Social Computing and Social Media. Human Behavior, Gabriele Meiselwitz (eds). Lecture Notes in Computer Science, Vol. 10282, Springer, 200--209.

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Digital Library

Cited By

Quiñones DRojas L(2023)Understanding the customer experience in human-computer interaction: a systematic literature reviewPeerJ Computer Science10.7717/peerj-cs.12199(e1219)Online publication date: 10-Feb-2023
https://doi.org/10.7717/peerj-cs.1219
Rusu VRusu CMatus NBotella F(2023)Tourist Experience Challenges: A Holistic ApproachSustainability10.3390/su15171276515:17(12765)Online publication date: 23-Aug-2023
https://doi.org/10.3390/su151712765
Rusu VRusu CCastro M(2023)A Scale to Evaluate the Post-pandemic Tourist Experience in ValparaísoSocial Computing and Social Media10.1007/978-3-031-35927-9_26(371-388)Online publication date: 9-Jul-2023
https://doi.org/10.1007/978-3-031-35927-9_26
Show More Cited By

Index Terms

Customer eXperience: Is This the Ultimate eXperience?
1. Human-centered computing
  1. Human computer interaction (HCI)
    1. HCI theory, concepts and models

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Published In

cover image ACM Other conferences

Interacción '18: Proceedings of the XIX International Conference on Human Computer Interaction

September 2018

232 pages

ISBN:9781450364911

DOI:10.1145/3233824

Conference Chairs:
Cristina Manresa-Yee,
Ramon Mas Sansó

Copyright © 2018 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 12 September 2018

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Short-paper
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Interacción 2018

Interacción 2018: XIX International Conference on Human Computer Interaction

September 12 - 14, 2018

Palma, Spain

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Interacción '18 Paper Acceptance Rate 47 of 73 submissions, 64%;

Overall Acceptance Rate 109 of 163 submissions, 67%

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Cited By

Quiñones DRojas L(2023)Understanding the customer experience in human-computer interaction: a systematic literature reviewPeerJ Computer Science10.7717/peerj-cs.12199(e1219)Online publication date: 10-Feb-2023
https://doi.org/10.7717/peerj-cs.1219
Rusu VRusu CMatus NBotella F(2023)Tourist Experience Challenges: A Holistic ApproachSustainability10.3390/su15171276515:17(12765)Online publication date: 23-Aug-2023
https://doi.org/10.3390/su151712765
Rusu VRusu CCastro M(2023)A Scale to Evaluate the Post-pandemic Tourist Experience in ValparaísoSocial Computing and Social Media10.1007/978-3-031-35927-9_26(371-388)Online publication date: 9-Jul-2023
https://doi.org/10.1007/978-3-031-35927-9_26
Morales JCornide-Reyes HRossel PSáez PSilva-Aravena F(2023)Virtual Reality, Augmented Reality and Metaverse: Customer Experience Approach and User Experience Evaluation Methods. Literature ReviewSocial Computing and Social Media10.1007/978-3-031-35915-6_40(554-566)Online publication date: 9-Jul-2023
https://doi.org/10.1007/978-3-031-35915-6_40
Rusu VMárquez LGonzález PRusu C(2022)Evaluating the Post-pandemic Tourist Experience: A Scale for Tourist Experience in Valparaíso, ChileSocial Computing and Social Media: Applications in Education and Commerce10.1007/978-3-031-05064-0_25(331-343)Online publication date: 16-Jun-2022
https://doi.org/10.1007/978-3-031-05064-0_25
Rusu CCano SRusu VMatus NQuiñones DMercado I(2021)Student eXperience in Times of Crisis: A Chilean Case StudySocial Computing and Social Media: Applications in Marketing, Learning, and Health10.1007/978-3-030-77685-5_22(270-285)Online publication date: 24-Jul-2021
https://dl.acm.org/doi/10.1007/978-3-030-77685-5_22
Rusu CRusu VBotella FQuiñones DUrs BUrs IMorales JCano SAciar SBalmaceda Castro I(2020)Students’ Perception on Customer eXperience: A Comparative StudySocial Computing and Social Media. Participation, User Experience, Consumer Experience, and Applications of Social Computing10.1007/978-3-030-49576-3_18(236-246)Online publication date: 10-Jul-2020
https://doi.org/10.1007/978-3-030-49576-3_18
Rusu CRusu VBotella FQuiñones DBascur CUrs BUrs IMazilu IGorgan DOniga S(2019)Forming Customer eXperience Professionals: A Comparative Study on Students’ PerceptionHuman Systems Engineering and Design II10.1007/978-3-030-27928-8_60(391-396)Online publication date: 14-Aug-2019
https://doi.org/10.1007/978-3-030-27928-8_60
Rusu VRusu CBotella FQuiñones DBascur CRusu V(2019)Customer eXperience: A Bridge Between Service Science and Human-Computer InteractionHuman Systems Engineering and Design II10.1007/978-3-030-27928-8_59(385-390)Online publication date: 14-Aug-2019
https://doi.org/10.1007/978-3-030-27928-8_59

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