A holistic customer experience design on the internet

Nai Wen Kuo

Research output: Contribution to journalArticle

6 Citations (Scopus)

Abstract

This paper proposes a holistic customer experience framework on the internet. According to the framework, we can effectively manage the direct experience, indirect experience, primary experience and secondary experience through web interface, and enhancing the holistic customer experience to pleasurable experience(including vivid experience, consummatory experience and aesthetic experience), which can unite the consumer's sensory, emotional, social, and intellectual experiences in a new and positive way. The framework proposed here can achieve a more successful customer pleasurable experiences and increase customer satisfaction on the internet. Furthermore, we make the theories and applications of customer experience will be more extensive and convenient for researches and businesses.

Original languageEnglish
Pages (from-to)110-117
Number of pages8
JournalAdvances in Information Sciences and Service Sciences
Volume3
Issue number1
DOIs
Publication statusPublished - Jan 1 2011
Externally publishedYes

Keywords

  • Holistic customer experience
  • Pleasurable experience
  • Web interface

ASJC Scopus subject areas

  • Computer Science(all)
  • Mathematics(all)

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