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

Producción científica: Capítulo del libro/informe/acta de congreso › Contribución a la conferencia › revisión exhaustiva

1 Cita (Scopus)

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 original	Inglés
Título de la publicación alojada	Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019
Editorial	Institute of Electrical and Electronics Engineers Inc.
ISBN (versión digital)	9781728136462
DOI	https://doi.org/10.1109/INTERCON.2019.8853590
Estado	Publicada - ago. 2019
Publicado de forma externa	Sí
Evento	26th IEEE International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019 - Lima, Perú Duración: 12 ago. 2019 → 14 ago. 2019

Serie de la publicación

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

Conferencia

Conferencia	26th IEEE International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019
País/Territorio	Perú
Ciudad	Lima
Período	12/08/19 → 14/08/19

Nota bibliográfica

Publisher Copyright:
© 2019 IEEE.

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10.1109/INTERCON.2019.8853590

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Torres-Davila, D., Porles-Arevalo, J., & Mauricio, D. (2019). The customer experience maturity model in the e-commerce processes. En Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019 Artículo 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).

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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.",

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

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Torres-Davila, D, Porles-Arevalo, J & Mauricio, D 2019, The customer experience maturity model in the e-commerce processes. En 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, Perú, 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).

Producción científica: Capítulo del libro/informe/acta de congreso › Contribución a la conferencia › revisión exhaustiva

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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 D. The customer experience maturity model in the e-commerce processes. En 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

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