顾客体验评价方法:文献综述

L. Rojas, Daniela Quiñones
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引用次数: 0

摘要

尽管有多种评估方法(方法、工具和工具)可用于评估客户体验(CX),但仍然缺乏客户体验评估方法。本研究对12项研究进行了回顾,这些研究主要涉及用于评估客户体验的方法和评估方法,或者可以作为参考。我们对发表在ScienceDirect、Scopus和Google Scholar上的论文进行文献综述。该审查基于Kitchenham(2007)提出的指导方针,并表明:(1)缺乏正式的客户体验评估方法;(2)客户体验研究未考虑接触点、渠道和维度等因素;(3)所审查的CX研究没有验证其阶段,也没有为两个阶段和其中的评估方法提供足够的细节;(4)有可能使用其他领域的方法来填补所审查的客户体验研究中发现的缺陷。
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Customer eXperience Evaluation Methodologies: A Literature Review
Despite the multiple evaluation approaches (methods, instruments, and tools) available to evaluate the Customer eXperience (CX), there is a dearth of CX evaluation methodologies. This research presents a review of 12 studies mainly related to methodologies and evaluation approaches within them that are used –or can be used as a reference– to evaluate the CX. We conduct a literature review of papers published on ScienceDirect, Scopus, and Google Scholar. The review was based on the guidelines proposed by Kitchenham (2007) and shows that: (1) there is a lack of formal CX evaluation methodologies; (2) CX studies reviewed do not consider factors, such as touchpoints, channels, and dimensions; (3) CX studies reviewed do not validate their stages and do not provide sufficient detail for both stages and evaluation approaches within them; and (4) it is possible to use methodologies from other domains to fill the shortcomings found in CX studies reviewed.
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