Customer eXperience: A Bridge Between Service Science and Human-Computer Interaction (2020), T. Ahram et al. (Eds.): IHSED 2019, AISC 1026, pp. 385–390.

Virginica Rusu (Universidad de Playa Ancha), Cristian Rusu (Pontificia Universidad Católica de Valparaíso), Federico Botella (MHU), Daniela Quiñones (Pontificia Universidad Católica de Valparaíso), Camila Bascur (Pontificia Universidad Católica de Valparaíso) and Virginia Zaraza Rusu (Pontificia Universidad Católica de Valparaíso).
Abstract:  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.
Keywords: Customer experience; User experience; Service science; Tourism; Online travel agencies.