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Customer eXperience in e-Learning: A Systematic Mapping Study

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Social Computing and Social Media. Participation, User Experience, Consumer Experience, and Applications of Social Computing (HCII 2020)

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Abstract

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.

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Acknowledgment

Authors from Pontificia Universidad Católica de Valparaíso (Chile) and Universidad Nacional de San Juan (Argentina) are participating in the HCI-Collab Project – The Collaborative Network to Support HCI Teaching and Learning Processes in IberoAmerica (http://hci-collab.com/). And Iván Balmaceda Castro is a beneficiary of one CONICET (Argentina) doctoral scholarship since 2019 at 2023.

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Authors and Affiliations

  1. Consejo Nacional de Investigaciones Científicas y Técnicas (CONICET), San Juan, Argentina

    Iván Balmaceda Castro & Silvana Aciar

  2. Pontificia Universidad Católica de Valparaíso, Av. Brasil 2241, 2340000, Valparaíso, Chile

    Cristian Rusu

Authors
  1. Iván Balmaceda Castro
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  2. Cristian Rusu
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  3. Silvana Aciar
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Corresponding author

Correspondence to Iván Balmaceda Castro .

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Editors and Affiliations

  1. Towson University, Towson, MD, USA

    Gabriele Meiselwitz

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Balmaceda Castro, I., Rusu, C., Aciar, S. (2020). Customer eXperience in e-Learning: A Systematic Mapping Study. In: Meiselwitz, G. (eds) Social Computing and Social Media. Participation, User Experience, Consumer Experience, and Applications of Social Computing. HCII 2020. Lecture Notes in Computer Science(), vol 12195. Springer, Cham. https://doi.org/10.1007/978-3-030-49576-3_11

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  • DOI: https://doi.org/10.1007/978-3-030-49576-3_11

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-49575-6

  • Online ISBN: 978-3-030-49576-3

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