The customer experience maturity model in the e-commerce processes

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

doi:10.1109/INTERCON.2019.8853590

The customer experience maturity model in the e-commerce processes

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

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

1 Scopus citations

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
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/Territory	Peru
City	Lima
Period	12/08/19 → 14/08/19

Bibliographical note

Publisher Copyright:
© 2019 IEEE.

Keywords

Customer Journey
Customer experience
Ecommerce
Maturity model
Web analytic

Access to Document

10.1109/INTERCON.2019.8853590

Cite this

Torres-Davila, D., Porles-Arevalo, J., & Mauricio, D. (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 Article 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, David. / 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).

@inproceedings{2f672216da53453a8fecf414ece3ae82,

title = "The customer experience maturity model in the e-commerce processes",

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.",

keywords = "Customer Journey, Customer experience, Ecommerce, Maturity model, Web analytic",

author = "Diego Torres-Davila and Julio Porles-Arevalo and David Mauricio",

note = "Publisher Copyright: {\textcopyright} 2019 IEEE.; 26th IEEE International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019 ; Conference date: 12-08-2019 Through 14-08-2019",

year = "2019",

month = aug,

doi = "10.1109/INTERCON.2019.8853590",

language = "Ingl{\'e}s",

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

publisher = "Institute of Electrical and Electronics Engineers Inc.",

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

address = "Estados Unidos",

}

Torres-Davila, D, Porles-Arevalo, J & Mauricio, D 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, David.
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

TY - GEN

T1 - The customer experience maturity model in the e-commerce processes

AU - Torres-Davila, Diego

AU - Porles-Arevalo, Julio

AU - Mauricio, David

PY - 2019/8

Y1 - 2019/8

N2 - 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.

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.

KW - Customer Journey

KW - Customer experience

KW - Ecommerce

KW - Maturity model

KW - Web analytic

UR - http://www.scopus.com/inward/record.url?scp=85073551661&partnerID=8YFLogxK

U2 - 10.1109/INTERCON.2019.8853590

DO - 10.1109/INTERCON.2019.8853590

M3 - Contribución a la conferencia

AN - SCOPUS:85073551661

T3 - Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019

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

PB - Institute of Electrical and Electronics Engineers Inc.

T2 - 26th IEEE International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019

Y2 - 12 August 2019 through 14 August 2019

ER -

Torres-Davila D, Porles-Arevalo J, Mauricio D. 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). doi: 10.1109/INTERCON.2019.8853590

The customer experience maturity model in the e-commerce processes

Abstract

Publication series

Conference

Bibliographical note

Keywords

Access to Document

Other files and links

Fingerprint

Cite this