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Communication Dans Un Congrès Année : 2010

Towards a service delivery based on customer eXperience ontology : shift from service to eXperience

Résumé

Customer eXperience is a blue print of customer requirements. In this era of heightened competition and volatile global economy, delivering services originating from diverse sources, without satisfying thorough customer experience practices may increase customer dissatisfaction, and churn rate. In order to guarantee rich customer experience, the service delivery mechanism should shift towards customer experience centric approach. This shift from service to experience brings customer in the driving seat, whose intentions and needs trigger service delivery. This paper introduces ontological model for customer experience, intended for use in run time environments by policy based management systems, to initiate and enable service delivery based on customer experience. The work presented here can have valuable implications for future studies of customer experience based service delivery approach.

Dates et versions

hal-01306841 , version 1 (25-04-2016)

Identifiants

Citer

Khalil Ur Rehman Laghari, Noel Crespi, Imen Grida Ben Yahia. Towards a service delivery based on customer eXperience ontology : shift from service to eXperience. MACE '10 : The 5th International Workshop on Modelling Autonomic Communication Environments, Oct 2010, Niagara Falls, Canada. pp.51 - 61, ⟨10.1007/978-3-642-16836-9_5⟩. ⟨hal-01306841⟩
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