TY - GEN
T1 - The customer experience maturity model in the e-commerce processes
AU - Torres-Davila, Diego
AU - Porles-Arevalo, Julio
AU - Mauricio Sanchez, David Santos
N1 - Publisher Copyright:
© 2019 IEEE.
Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.
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 experience
KW - Customer Journey
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.
Y2 - 12 August 2019 through 14 August 2019
ER -
