Art der Publikation: Beitrag in Sammelwerk

Holistic customer experience in smart city service systems – a conceptual model

Autor(en):

Muschkiet, Michel; Wulfert, Tobias

Titel des Sammelbands:

13th International Conference on Applied Human Factors and Ergonomics (AHFE2022)

Ort(e):

New York City, USA

Veröffentlichung:

2022

Digital Object Identifier (DOI):

doi:10.54941/ahfe1002567

Zitation:

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Kurzfassung

Recent developments such as increasing online competition, changing customer behavior, and the impact of the COVID-19 pandemic result in a decoupling of service provision and consumption from physical service loci. This tremendously decreases city attractiveness for customers. Against this backdrop, we propose an experienceoriented and integrated perspective on service development in smart cities. Research lacks in examining how customer experience can be created in complex service systems involving multiple actors, such as smart cities. Therefore, we develop a customer experience model consisting of ten determinants (social environment, service interface, atmosphere, service selection, price, access, alternative channels, brand, city brand, and previous experience) and two moderators (situation and consumer moderators) in a design science research (DSR) approach (Peffers et al., 2007) involving an extensive literature review and the analysis of 40 international real-world smart city services. Our artifact supports researchers and practitioners in the design and evaluation of customer-oriented smart services in smart city contexts.