Options
2018
Conference Paper
Titel
Using the Wizard-of-Oz method for exploring deep customer experience preferences
Titel Supplements
Analysis and evaluation of customer experience with regard to smartphone-based vehicle telematics services for the Chinese market using the Wizard-of-Oz method
Abstract
When almost eighty percent of the senior executives from 362 companies claimed they provided an exceptional customer experience, only eight percent of their customers agreed [1]. It is challenging and necessary to evaluate customer experiences in a proper way, especially under the Chinese cultural background. This paper describes the new application of the Wizard-of-Oz method aimed at exploring deep customer experience preferences. In the following article the authors illustrate the essence of customer experience and present the overview of the Wizard-of-Oz method across the sections. Furthermore the article details the practice of the Wizard-of-Oz experiment based on a development project of smartphone-based vehicle telematics services. Finally the article analyzes the results from the Wizard-of-Oz experiment in the form of sentiment trend matrix.