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Customer eXperience Evaluation Methodologies: A Literature Review
X Latin American Conference on Human Computer Interaction, 2021Despite the multiple evaluation approaches (methods, instruments, and tools) available to evaluate the Customer eXperience (CX), there is a dearth of CX evaluation methodologies. This research presents a review of 12 studies mainly related to methodologies and evaluation approaches within them that are used –or can be used as a reference– to evaluate ...
Luis Felipe Rojas, Daniela Quiñones
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EVALUATION OF DIGITAL CUSTOMER EXPERIENCE AND CUSTOMER LOYALTY WHEN BUYING GOODS ONLINE
EKONOMIKA I UPRAVLENIE: PROBLEMY, RESHENIYA, 2023The article presents the results of a statistical study of the dynamics of the development of digital skills of the Russian population, as well as studies the trends of changes in their involvement in the digital space when searching and buying goods in real time.
Elena S. Kravchenko +1 more
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Evaluation of Customer eXperience and Behaviour: A Literature Review
2020This article presents a review of the literature from the last 5 years in research related to methods they have used to evaluate the Customer eXperience. Following the area of computer science, we observe how different works have integrated artificial intelligence or physiological signals to evaluate the emotional state or perceptions of a customer ...
Sandra P. Cano +2 more
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Customer Experience of Smart Hotel Based on Network Evaluation Information
2021The paper analyzes the development background of smart hotels in China and points out that the homogenization of technology and user experience is the main problem at present. The research is carried out through combining “user experience” with “Servicescape” and “smart technologies”.
Ruiguang Tan +4 more
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Customer Experience Evaluation in the Omnichannel Environment
2018The omnichannel strategy allows the customer to have the same experience through multiple different channels, which can greatly improve the customer experience and thus benefit businesses. This research paper studies the evaluation of customer experience in the omnichannel environment.
Janne Föhr +5 more
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2021
How do customers evaluate purchased products? Prior research assumes that customers compare perceived actual performance with expected performance, resulting in customer satisfaction or dissatisfaction. While customer satisfaction and its influencing factors (e. g., customers’ mood, the form of communication, or the experienced variety of product usage)
Bucher, Jan-Hendrik +1 more
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How do customers evaluate purchased products? Prior research assumes that customers compare perceived actual performance with expected performance, resulting in customer satisfaction or dissatisfaction. While customer satisfaction and its influencing factors (e. g., customers’ mood, the form of communication, or the experienced variety of product usage)
Bucher, Jan-Hendrik +1 more
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Customer Evaluations of Service Complaint Experiences in the Public Sector
Journal of Nonprofit & Public Sector Marketing, 2000ABSTRACT There is considerable evidence to suggest that the ability to recover effectively from service failures can contribute to a customer's overall evaluation of an organization. The theory of justice serves as a useful research framework to investigate customers' opinions of organizational complaints handling in the public sector.
Deon Nel +3 more
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MicroTCA and AdvancedTCA equipment evaluation and customization for LHC experiments
Journal of Instrumentation, 2015The MicroTCA and AdvancedTCA industry standards are candidate modular electronics platforms for the upgrade of the current generation of high energy physics experiments at CERN. The PH-ESE group at CERN launched an xTCA evaluation project with the aim of performing technical evaluations and providing support for commercially available components.
M Di Cosmo +5 more
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Journal of Trade Science, 2021
In a challenging market and an increasingly important role of customers in banking sector, customer-based brand equity is receiving much attention from researchers and administrators. However, few studies have focused on the dimensions of the customer’s emotion to enhance brand equity. Based on the S-O-R theory, the aim of this study is to evaluate the
Hoa Le Quynh +2 more
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In a challenging market and an increasingly important role of customers in banking sector, customer-based brand equity is receiving much attention from researchers and administrators. However, few studies have focused on the dimensions of the customer’s emotion to enhance brand equity. Based on the S-O-R theory, the aim of this study is to evaluate the
Hoa Le Quynh +2 more
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Evaluating the Mckinsey’s Choices Framework: A Chilean Experiment of Online Customers
2019Users learn patterns of thought, activities, and communications by being in a specific social environment. An application or website interface is the environment in which the user and the system interact. It makes sense that the interface should facilitate users to use their own style.
Jaime Díaz +3 more
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