ACIAR Silvana Vanesa
capítulos de libros
Customer eXperience in e-Learning: A Systematic Mapping Study
IVAN BALMACEDA; CRISTIAN RUSU; SILVANA ACIAR
Social Computing and Social Media
Año: 2020; p. 158 - 170
This article investigates the application of the concept of Customer eXperience (CX) in the education and presents the results of Systematic Mapping Study (SMS) of the literature on CX specifically in e-Learning, also User Experience (UX) and Usability. Studies show that usability and UX in such platforms may influence in this process. The aim of this work aims to analyze scientific publications to characterize this context of CX. Existing studies on the subject were identified, specifying the type of research, its purpose, the use of techniques and method. The literature shows that the concept of CX has different definitions. The purpose of CX is identified as to deliver satisfaction throughout the customer experience that, in turn, leads to brand loyalty and advocacy, but results show there are few publications concerning the subject, especially in the domain of e-learning, and therefore is clear the need to encourage research and academic production.