Customer Journey Mapping of an Experience-Centric Service by Mobile Self-reporting: Testing the Qualiwall Tool.
Inka KojoMikko HeiskalaJuho-Pekka VirtanenPublished in: HCI (8) (2014)
Keyphrases
- customer service
- customer satisfaction
- mobile services
- mobile environments
- service times
- computing environments
- service requirements
- service providers
- mobile devices
- web services
- user experience
- mobile phone
- telecommunications industry
- wireless internet
- steady state
- value added services
- customer support
- service management
- mobile technologies
- management system
- data analysis
- customer requirements
- call center
- mobile networks
- service quality
- business intelligence
- electronic commerce
- mobile learning
- service composition
- middleware architecture
- mobile applications
- mobile users
- m learning
- online stores
- multimedia services
- online services
- internet services
- mobile terminals
- location aware