{"id":"https://openalex.org/W2886482957","doi":"https://doi.org/10.1145/3233824.3233848","title":"Customer eXperience","display_name":"Customer eXperience","publication_year":2018,"publication_date":"2018-08-14","ids":{"openalex":"https://openalex.org/W2886482957","doi":"https://doi.org/10.1145/3233824.3233848","mag":"2886482957"},"language":"en","primary_location":{"id":"doi:10.1145/3233824.3233848","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3233824.3233848","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the XIX International Conference on Human Computer Interaction","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5029932214","display_name":"Virginica Rusu","orcid":"https://orcid.org/0000-0002-5434-4453"},"institutions":[{"id":"https://openalex.org/I4210100945","display_name":"Universidad de Playa Ancha de Ciencias de la Educaci\u00f3n","ror":"https://ror.org/0171wr661","country_code":"CL","type":"education","lineage":["https://openalex.org/I4210100945"]}],"countries":["CL"],"is_corresponding":true,"raw_author_name":"Virginica Rusu","raw_affiliation_strings":["Universidad de Playa Ancha, Valpara\u00edso, Chile"],"affiliations":[{"raw_affiliation_string":"Universidad de Playa Ancha, Valpara\u00edso, Chile","institution_ids":["https://openalex.org/I4210100945"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5029063847","display_name":"Cristi\u00e1n Rusu","orcid":"https://orcid.org/0000-0002-1504-2540"},"institutions":[{"id":"https://openalex.org/I130474213","display_name":"Pontificia Universidad Cat\u00f3lica de Valpara\u00edso","ror":"https://ror.org/02cafbr77","country_code":"CL","type":"education","lineage":["https://openalex.org/I130474213"]}],"countries":["CL"],"is_corresponding":false,"raw_author_name":"Cristian Rusu","raw_affiliation_strings":["Pontificia Universidad Cat\u00f3lica de Valpara\u00edso, Valpara\u00edso, Chile"],"affiliations":[{"raw_affiliation_string":"Pontificia Universidad Cat\u00f3lica de Valpara\u00edso, Valpara\u00edso, Chile","institution_ids":["https://openalex.org/I130474213"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5077167602","display_name":"Federico Botella","orcid":"https://orcid.org/0000-0003-3631-5066"},"institutions":[{"id":"https://openalex.org/I111262870","display_name":"Universitat de Miguel Hern\u00e1ndez d'Elx","ror":"https://ror.org/01azzms13","country_code":"ES","type":"education","lineage":["https://openalex.org/I111262870"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Federico Botella","raw_affiliation_strings":["I.U.Centro de Investigaci\u00f3n Operativa, Universidad Miguel Hern\u00e1ndez, Elche, Espa\u00f1a"],"affiliations":[{"raw_affiliation_string":"I.U.Centro de Investigaci\u00f3n Operativa, Universidad Miguel Hern\u00e1ndez, Elche, Espa\u00f1a","institution_ids":["https://openalex.org/I111262870"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5001623713","display_name":"Daniela Qui\u00f1ones","orcid":"https://orcid.org/0000-0001-8616-4839"},"institutions":[{"id":"https://openalex.org/I130474213","display_name":"Pontificia Universidad Cat\u00f3lica de Valpara\u00edso","ror":"https://ror.org/02cafbr77","country_code":"CL","type":"education","lineage":["https://openalex.org/I130474213"]}],"countries":["CL"],"is_corresponding":false,"raw_author_name":"Daniela Qui\u00f1ones","raw_affiliation_strings":["Pontificia Universidad Cat\u00f3lica de Valpara\u00edso, Valpara\u00edso, Chile"],"affiliations":[{"raw_affiliation_string":"Pontificia Universidad Cat\u00f3lica de Valpara\u00edso, Valpara\u00edso, Chile","institution_ids":["https://openalex.org/I130474213"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5029932214"],"corresponding_institution_ids":["https://openalex.org/I4210100945"],"apc_list":null,"apc_paid":null,"fwci":1.5667,"has_fulltext":false,"cited_by_count":13,"citation_normalized_percentile":{"value":0.8711938,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"4"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9850000143051147,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14074","display_name":"Persona Design and Applications","score":0.9750000238418579,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/usability","display_name":"Usability","score":0.8649389147758484},{"id":"https://openalex.org/keywords/user-experience-design","display_name":"User experience design","score":0.6759488582611084},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6542351245880127},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.6176176071166992},{"id":"https://openalex.org/keywords/relevance","display_name":"Relevance (law)","score":0.5867161750793457},{"id":"https://openalex.org/keywords/point","display_name":"Point (geometry)","score":0.49532046914100647},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4887678325176239},{"id":"https://openalex.org/keywords/field","display_name":"Field (mathematics)","score":0.4542246162891388},{"id":"https://openalex.org/keywords/user-interface","display_name":"User interface","score":0.4278852939605713}],"concepts":[{"id":"https://openalex.org/C170130773","wikidata":"https://www.wikidata.org/wiki/Q216378","display_name":"Usability","level":2,"score":0.8649389147758484},{"id":"https://openalex.org/C201025465","wikidata":"https://www.wikidata.org/wiki/Q11248500","display_name":"User experience design","level":2,"score":0.6759488582611084},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6542351245880127},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.6176176071166992},{"id":"https://openalex.org/C158154518","wikidata":"https://www.wikidata.org/wiki/Q7310970","display_name":"Relevance (law)","level":2,"score":0.5867161750793457},{"id":"https://openalex.org/C28719098","wikidata":"https://www.wikidata.org/wiki/Q44946","display_name":"Point (geometry)","level":2,"score":0.49532046914100647},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4887678325176239},{"id":"https://openalex.org/C9652623","wikidata":"https://www.wikidata.org/wiki/Q190109","display_name":"Field (mathematics)","level":2,"score":0.4542246162891388},{"id":"https://openalex.org/C89505385","wikidata":"https://www.wikidata.org/wiki/Q47146","display_name":"User interface","level":2,"score":0.4278852939605713},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C202444582","wikidata":"https://www.wikidata.org/wiki/Q837863","display_name":"Pure mathematics","level":1,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3233824.3233848","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3233824.3233848","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the XIX International Conference on Human Computer Interaction","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":11,"referenced_works":["https://openalex.org/W1975988952","https://openalex.org/W1999184323","https://openalex.org/W2023900384","https://openalex.org/W2037021691","https://openalex.org/W2044822119","https://openalex.org/W2069162033","https://openalex.org/W2082420525","https://openalex.org/W2489440348","https://openalex.org/W2613626272","https://openalex.org/W3005208738","https://openalex.org/W4297081765"],"related_works":["https://openalex.org/W3048212026","https://openalex.org/W2893969762","https://openalex.org/W317925544","https://openalex.org/W2751424329","https://openalex.org/W3216880090","https://openalex.org/W3114627777","https://openalex.org/W4389299097","https://openalex.org/W145924344","https://openalex.org/W2562776005","https://openalex.org/W4308086122"],"abstract_inverted_index":{"\"Abilities\"":[0],"and":[1,5,18,22,31,76],"\"Xperiences\"":[2],"are":[3,28],"well-known":[4],"intensely":[6],"scrutinized":[7],"in":[8,42],"Human-Computer":[9],"Interaction":[10],"(HCI).":[11],"A":[12],"lot":[13],"of":[14,68],"work":[15],"was":[16],"done":[17],"published":[19],"on":[20,60,70],"Usability":[21],"User":[23],"experience":[24,37],"(UX).":[25],"Both":[26],"concepts":[27,34],"still":[29],"evolving,":[30],"other":[32],"related":[33,48],"arise.":[35],"Customer":[36],"(CX)":[38],"is":[39,46,55],"relatively":[40],"new":[41],"HCI;":[43],"traditionally,":[44],"CX":[45],"more":[47],"to":[49],"the":[50],"Service":[51],"Science":[52],"field.":[53],"There":[54],"no":[56],"generally":[57],"agreed":[58],"definition":[59],"CX.":[61],"The":[62],"paper":[63],"expresses":[64],"our":[65],"(subjective)":[66],"point":[67],"view":[69],"CX,":[71],"its":[72,77],"relationship":[73],"with":[74],"UX/Usability,":[75],"relevance":[78],"for":[79],"HCI.":[80]},"counts_by_year":[{"year":2023,"cited_by_count":7},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":3}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}