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Customer eXperience: A Bridge Between Service Science and Human-Computer Interaction

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Human Systems Engineering and Design II (IHSED 2019)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1026))

Abstract

User eXperience (UX) and Usability are key concepts in Human-Computer Interaction (HCI). Customer eXperience (CX) is traditionally related to Service Science, but lately becomes a relevant topic in HCI. It offers a more comprehensive approach to the user as customer of several products, systems or services that a company offers. We focused for years our research on tourist as user of dedicated software systems and digital products. We are now focusing on tourist as customer, involving not only interactive software systems, but also the whole range of products and services that she or he interacts with. The paper examines CX as an extension of UX, and as a bridge between HCI and Service Science, focusing on tourist as customer.

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References

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Acknowledgments

Camila Bascur has been granted the “INF-PUCV” Graduate Scholarship.

Author information

Authors and Affiliations

  1. Universidad de Playa Ancha, Av. Playa Ancha 850, 2340000, Valparaíso, Chile

    Virginica Rusu

  2. Pontificia Universidad Católica de Valparaíso, Av. Brasil 2241, 2340000, Valparaíso, Chile

    Cristian Rusu, Daniela Quiñones, Camila Bascur & Virginia Zaraza Rusu

  3. Universidad Miguel Hernández de Elche, Avinguda de la Universitat d’Elx s/n, 03202, Elche, Spain

    Federico Botella

Authors
  1. Virginica Rusu
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  2. Cristian Rusu
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  3. Federico Botella
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  4. Daniela Quiñones
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  5. Camila Bascur
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  6. Virginia Zaraza Rusu
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Corresponding author

Correspondence to Cristian Rusu .

Editor information

Editors and Affiliations

  1. Institute for Advanced Systems Engineering, University of Central Florida, Orlando, FL, USA

    Tareq Ahram

  2. University of Central Florida, Orlando, FL, USA

    Waldemar Karwowski

  3. Department of Computer Science, Universität der Bundeswehr München, Neubiberg, Germany

    Stefan Pickl

  4. Université de Reims Champagne Ardenne, Reims Cedex 2, France

    Redha Taiar

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Rusu, V., Rusu, C., Botella, F., Quiñones, D., Bascur, C., Rusu, V.Z. (2020). Customer eXperience: A Bridge Between Service Science and Human-Computer Interaction. In: Ahram, T., Karwowski, W., Pickl, S., Taiar, R. (eds) Human Systems Engineering and Design II. IHSED 2019. Advances in Intelligent Systems and Computing, vol 1026. Springer, Cham. https://doi.org/10.1007/978-3-030-27928-8_59

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