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Understanding the customer experience in human-computer interaction: a systematic literature review
BACKGROUND: In recent years, there has been an increasing interest in customer experience (CX) and its relation to the human-computer interaction (HCI) field. The CX is different depending on the domain in which it is studied, and therefore its dimensions may vary. METHODOLOGY: This research present...
Autores principales: | , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
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PeerJ Inc.
2023
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10280563/ https://www.ncbi.nlm.nih.gov/pubmed/37346508 http://dx.doi.org/10.7717/peerj-cs.1219 |
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author | Quiñones, Daniela Rojas, Luis |
author_facet | Quiñones, Daniela Rojas, Luis |
author_sort | Quiñones, Daniela |
collection | PubMed |
description | BACKGROUND: In recent years, there has been an increasing interest in customer experience (CX) and its relation to the human-computer interaction (HCI) field. The CX is different depending on the domain in which it is studied, and therefore its dimensions may vary. METHODOLOGY: This research presents an extensive review of 122 studies related to CX definitions and dimensions that have been proposed in different domains, including an analysis from an HCI perspective. The guidelines proposed by Kitchenham & Charters (2007) were used, complementing the review with a snowballing approach. RESULTS: We identified 71 CX definitions (where 14 definitions highlight HCI aspects), 81-dimensional proposals (where 24 proposals contain HCI aspects), and 39 application domains (where 18 domains cover topics related to HCI). However, we did not find CX definitions or dimensions directly focused on HCI. Based on the results, a novel CX definition and dimensions—focused on the HCI area—are proposed and activities that the authors should perform when proposing new CX dimensions in domains related to HCI are suggested, i.e., domains that involve the interaction of a user (or customer) with a software product. CONCLUSIONS: Implications for future practice focus on facilitating the understanding of the CX concept and its relationship with HCI; recognizing the key CX dimensions for different domains and how they relate to HCI dimensions; and helping in the creation of new CX dimensions by suggesting activities that can be performed. The results show that there are opportunities for HCI/CX researchers and practitioners to propose new dimensions of CX for a domain related to HCI, develop instruments that allow the evaluation of CX from an HCI point of view, and perform reviews on a particular domain relevant to HCI but less studied. |
format | Online Article Text |
id | pubmed-10280563 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2023 |
publisher | PeerJ Inc. |
record_format | MEDLINE/PubMed |
spelling | pubmed-102805632023-06-21 Understanding the customer experience in human-computer interaction: a systematic literature review Quiñones, Daniela Rojas, Luis PeerJ Comput Sci Human-Computer Interaction BACKGROUND: In recent years, there has been an increasing interest in customer experience (CX) and its relation to the human-computer interaction (HCI) field. The CX is different depending on the domain in which it is studied, and therefore its dimensions may vary. METHODOLOGY: This research presents an extensive review of 122 studies related to CX definitions and dimensions that have been proposed in different domains, including an analysis from an HCI perspective. The guidelines proposed by Kitchenham & Charters (2007) were used, complementing the review with a snowballing approach. RESULTS: We identified 71 CX definitions (where 14 definitions highlight HCI aspects), 81-dimensional proposals (where 24 proposals contain HCI aspects), and 39 application domains (where 18 domains cover topics related to HCI). However, we did not find CX definitions or dimensions directly focused on HCI. Based on the results, a novel CX definition and dimensions—focused on the HCI area—are proposed and activities that the authors should perform when proposing new CX dimensions in domains related to HCI are suggested, i.e., domains that involve the interaction of a user (or customer) with a software product. CONCLUSIONS: Implications for future practice focus on facilitating the understanding of the CX concept and its relationship with HCI; recognizing the key CX dimensions for different domains and how they relate to HCI dimensions; and helping in the creation of new CX dimensions by suggesting activities that can be performed. The results show that there are opportunities for HCI/CX researchers and practitioners to propose new dimensions of CX for a domain related to HCI, develop instruments that allow the evaluation of CX from an HCI point of view, and perform reviews on a particular domain relevant to HCI but less studied. PeerJ Inc. 2023-02-10 /pmc/articles/PMC10280563/ /pubmed/37346508 http://dx.doi.org/10.7717/peerj-cs.1219 Text en © 2023 Quiñones and Rojas https://creativecommons.org/licenses/by/4.0/This is an open access article distributed under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/) , which permits unrestricted use, distribution, reproduction and adaptation in any medium and for any purpose provided that it is properly attributed. For attribution, the original author(s), title, publication source (PeerJ Computer Science) and either DOI or URL of the article must be cited. |
spellingShingle | Human-Computer Interaction Quiñones, Daniela Rojas, Luis Understanding the customer experience in human-computer interaction: a systematic literature review |
title | Understanding the customer experience in human-computer interaction: a systematic literature review |
title_full | Understanding the customer experience in human-computer interaction: a systematic literature review |
title_fullStr | Understanding the customer experience in human-computer interaction: a systematic literature review |
title_full_unstemmed | Understanding the customer experience in human-computer interaction: a systematic literature review |
title_short | Understanding the customer experience in human-computer interaction: a systematic literature review |
title_sort | understanding the customer experience in human-computer interaction: a systematic literature review |
topic | Human-Computer Interaction |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10280563/ https://www.ncbi.nlm.nih.gov/pubmed/37346508 http://dx.doi.org/10.7717/peerj-cs.1219 |
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