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Annals of Data Science

, Volume 3, Issue 1, pp 101–118 | Cite as

Customer Experience Management for Smart Commerce Based on Cognitive Maps

  • Mikhail Komarov
  • Zinaida AvdeevaEmail author
Article

Abstract

A huge amount of internet connected devices affect people‘s day-to-day lives. People now try to find a way to operate all the devices they have in the most efficient way. Cognitive maps are used as models for problem analysis on a strategic level in enterprise. In this paper a Web of Service concept is defined and a further business model of a Social Web of Service-based company is suggested. We also developed a mathematical model of customer experience based on cognitive maps which should further be applied to the proposed business model which should improve customer experience management in enterprise.

Keywords

Smart commerce Web of Service Cognitive maps  Customer experience management 

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Copyright information

© Springer-Verlag Berlin Heidelberg 2016

Authors and Affiliations

  1. 1.National Research University Higher School of EconomicsMoscowRussia

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