Customer Experience Management for Smart Commerce Based on Cognitive Maps

Mikhail Komarov () and Zinaida Avdeeva ()
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Mikhail Komarov: National Research University Higher School of Economics
Zinaida Avdeeva: National Research University Higher School of Economics

Annals of Data Science, 2016, vol. 3, issue 1, No 7, 118 pages

Abstract: 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 (search for similar items in EconPapers)
Date: 2016
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DOI: 10.1007/s40745-016-0073-0

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