TY - JOUR
T1 - A holistic customer experience design on the internet
AU - Kuo, Nai Wen
PY - 2011/1/1
Y1 - 2011/1/1
N2 - 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.
AB - 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.
KW - Holistic customer experience
KW - Pleasurable experience
KW - Web interface
UR - http://www.scopus.com/inward/record.url?scp=79952763239&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=79952763239&partnerID=8YFLogxK
U2 - 10.4156/aiss.vol3.issue1.13
DO - 10.4156/aiss.vol3.issue1.13
M3 - Article
AN - SCOPUS:79952763239
VL - 3
SP - 110
EP - 117
JO - Advances in Information Sciences and Service Sciences
JF - Advances in Information Sciences and Service Sciences
IS - 1
ER -