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01-03-2016

Customer Experience Management for Smart Commerce Based on Cognitive Maps

Authors: Mikhail Komarov, Zinaida Avdeeva

Published in: Annals of Data Science | Issue 1/2016

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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.

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Title: Customer Experience Management for Smart Commerce Based on Cognitive Maps
Authors: Mikhail Komarov
Zinaida Avdeeva
Publication date: 01-03-2016
Publisher: Springer Berlin Heidelberg
Published in: Annals of Data Science / Issue 1/2016
Print ISSN: 2198-5804
Electronic ISSN: 2198-5812
DOI: https://doi.org/10.1007/s40745-016-0073-0

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