Customer experience modeling: from customer experience to service design
Journal of Service management, 2012•emerald.com
… To fill this research gap and provide a robust toolset for service designers, we present
customer experience modeling (CEM) as a method for capturing the rich and complex
elements that shape an experience. CEM systematizes and represents customer
experience to support service design efforts. The creative transition from understanding the …
In conclusion, by combining several multidisciplinary contributions to build a model‐based
method, CEM captures and systematizes the holistic nature of customer experience while …
customer experience modeling (CEM) as a method for capturing the rich and complex
elements that shape an experience. CEM systematizes and represents customer
experience to support service design efforts. The creative transition from understanding the …
In conclusion, by combining several multidisciplinary contributions to build a model‐based
method, CEM captures and systematizes the holistic nature of customer experience while …
Customer experience has become increasingly important for service organizations that see it as a source of sustainable competitive advantage, and for service designers, who consider it fundamental to any service design project.
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