Customer eXperience: A Bridge Between Service Science and Human-Computer Interaction

  • Virginica Rusu
  • Cristian RusuEmail author
  • Federico Botella
  • Daniela Quiñones
  • Camila Bascur
  • Virginia Zaraza Rusu
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 1026)


User eXperience (UX) and Usability are key concepts in Human-Computer Interaction (HCI). Customer eXperience (CX) is traditionally related to Service Science, but lately becomes a relevant topic in HCI. It offers a more comprehensive approach to the user as customer of several products, systems or services that a company offers. We focused for years our research on tourist as user of dedicated software systems and digital products. We are now focusing on tourist as customer, involving not only interactive software systems, but also the whole range of products and services that she or he interacts with. The paper examines CX as an extension of UX, and as a bridge between HCI and Service Science, focusing on tourist as customer.


Customer experience User experience Service science Tourism Online travel agencies 



Camila Bascur has been granted the “INF-PUCV” Graduate Scholarship.


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Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  • Virginica Rusu
    • 1
  • Cristian Rusu
    • 2
    Email author
  • Federico Botella
    • 3
  • Daniela Quiñones
    • 2
  • Camila Bascur
    • 2
  • Virginia Zaraza Rusu
    • 2
  1. 1.Universidad de Playa AnchaValparaísoChile
  2. 2.Pontificia Universidad Católica de ValparaísoValparaísoChile
  3. 3.Universidad Miguel Hernández de ElcheElcheSpain

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