The customer experience maturity model in the e-commerce processes

Diego Torres-Davila; Julio Porles-Arevalo; David Santos Mauricio Sanchez

doi:10.1109/INTERCON.2019.8853590

The customer experience maturity model in the e-commerce processes

Diego Torres-Davila, Julio Porles-Arevalo, David Santos Mauricio Sanchez

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

Electronic commerce is having an exponential growth. In consequence, it is presence in various economics areas increases, even in many cases sales channels are being replaced by online channels. Despite this, the expansion of online website is not enough for the customers since companies do not see a good shopping experience as priority. This means they do not finalize the purchase or a future purchase due to a bad experience. On this basis, this study suggests a maturity model that gauges the E-commerce customer experience, using emotions, metrics and tactics. The maturity model application in a Small and Medium Enterprise of the retail area showed its simple and practical use.

Original language	English
Title of host publication	Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019
Publisher	Institute of Electrical and Electronics Engineers Inc.
ISBN (Electronic)	9781728136462
DOIs	https://doi.org/10.1109/INTERCON.2019.8853590
State	Published - Aug 2019
Externally published	Yes
Event	26th IEEE International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019 - Lima, Peru Duration: 12 Aug 2019 → 14 Aug 2019

Publication series

Name	Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019

Conference

Conference	26th IEEE International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019
Country	Peru
City	Lima
Period	12/08/19 → 14/08/19

Keywords

Customer experience
Customer Journey
Ecommerce
Maturity model
Web analytic

UN SDGs

This output contributes to the following Sustainable Development Goal(s)

Access to Document

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Torres-Davila, D., Porles-Arevalo, J., & Mauricio Sanchez, D. S. (2019). The customer experience maturity model in the e-commerce processes. In Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019 [8853590] (Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/INTERCON.2019.8853590

Torres-Davila, Diego ; Porles-Arevalo, Julio ; Mauricio Sanchez, David Santos. / The customer experience maturity model in the e-commerce processes. Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019. Institute of Electrical and Electronics Engineers Inc., 2019. (Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019).

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abstract = "Electronic commerce is having an exponential growth. In consequence, it is presence in various economics areas increases, even in many cases sales channels are being replaced by online channels. Despite this, the expansion of online website is not enough for the customers since companies do not see a good shopping experience as priority. This means they do not finalize the purchase or a future purchase due to a bad experience. On this basis, this study suggests a maturity model that gauges the E-commerce customer experience, using emotions, metrics and tactics. The maturity model application in a Small and Medium Enterprise of the retail area showed its simple and practical use.",

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Torres-Davila, D, Porles-Arevalo, J & Mauricio Sanchez, DS 2019, The customer experience maturity model in the e-commerce processes. in Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019., 8853590, Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019, Institute of Electrical and Electronics Engineers Inc., 26th IEEE International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019, Lima, Peru, 12/08/19. https://doi.org/10.1109/INTERCON.2019.8853590

The customer experience maturity model in the e-commerce processes. / Torres-Davila, Diego; Porles-Arevalo, Julio; Mauricio Sanchez, David Santos.

Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019. Institute of Electrical and Electronics Engineers Inc., 2019. 8853590 (Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AB - Electronic commerce is having an exponential growth. In consequence, it is presence in various economics areas increases, even in many cases sales channels are being replaced by online channels. Despite this, the expansion of online website is not enough for the customers since companies do not see a good shopping experience as priority. This means they do not finalize the purchase or a future purchase due to a bad experience. On this basis, this study suggests a maturity model that gauges the E-commerce customer experience, using emotions, metrics and tactics. The maturity model application in a Small and Medium Enterprise of the retail area showed its simple and practical use.

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Torres-Davila D, Porles-Arevalo J, Mauricio Sanchez DS. The customer experience maturity model in the e-commerce processes. In Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019. Institute of Electrical and Electronics Engineers Inc. 2019. 8853590. (Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019). https://doi.org/10.1109/INTERCON.2019.8853590