The customer experience maturity model in the e-commerce processes

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

Resultado de la investigación: Capítulo del libro/informe/acta de congresoContribución a la conferenciarevisión exhaustiva

Resumen

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.

Idioma originalInglés
Título de la publicación alojadaProceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019
EditorialInstitute of Electrical and Electronics Engineers Inc.
ISBN (versión digital)9781728136462
DOI
EstadoPublicada - ago 2019
Publicado de forma externa
Evento26th IEEE International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019 - Lima, Perú
Duración: 12 ago 201914 ago 2019

Serie de la publicación

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

Conferencia

Conferencia26th IEEE International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019
País/TerritorioPerú
CiudadLima
Período12/08/1914/08/19

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