User Experience Is Brand Experience

Sand, Felix van de; Frison, Anna-Katharina; Zotz, Pamela; Riener, Andreas; Holl, Katharina

doi:10.1007/978-3-030-29868-5

Cited by 18 publications

(9 citation statements)

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“…Especially in the automotive industry, the "experience" of a vehicle and its interior gains utmost attention. Particularly this industry is facing new competitive pressure coming from digital products [1,3]. For example, the intuitive operability of a smartphone or tablet sets the new standard of human-machine interaction.…”

Section: Discussionmentioning

confidence: 99%

“…User Experience (UX), as a central concept of modern digital business strategies, has developed to a significant success factor to deliver optimized products to customers [1]. Due to its popularity, it can be considered as a buzzword [2,3]. UX exceeds the provision of sole functionality of products and adds an explicit user orientation [4].…”

Section: Introductionmentioning

confidence: 99%

“…UX is mostly associated with the design and presentation of online software solutions such as websites or apps [1]. The associated field of human-computer interaction (HCI) started back in the 1950s with the elaboration of conventions and rules for interactive user interfaces [1,3]. However, the fundamental understanding of UX takes up the subjective experience of products both physically and non-physically [3,5].…”

Section: Introductionmentioning

confidence: 99%

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User Experience (UX) in Business, Management, and Psychology: A Bibliometric Mapping of the Current State of Research

Luther

Tiberius

Brem

2020

MTI

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User Experience (UX) describes the holistic experience of a user before, during, and after interaction with a platform, product, or service. UX adds value and attraction to their sole functionality and is therefore highly relevant for firms. The increased interest in UX has produced a vast amount of scholarly research since 1983. The research field is, therefore, complex and scattered. Conducting a bibliometric analysis, we aim at structuring the field quantitatively and rather abstractly. We employed citation analyses, co-citation analyses, and content analyses to evaluate productivity and impact of extant research. We suggest that future research should focus more on business and management related topics.

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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User Experience (UX) in Business, Management, and Psychology: A Bibliometric Mapping of the Current State of Research

Luther

Tiberius

Brem

2020

MTI

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“…The number of technology touchpoints between customers and organisations has risen. Customers can access an organisation through many interfaces that are intertwined and any single touchpoint that does not deliver what was expected could have a negative impact on customers' experiences and attitudes (Van de Sand et al 2020).…”

Section: Self-service Experiencementioning

confidence: 99%

Useful chatbot experience provides technological satisfaction: An emerging market perspective

Lubbe

Ngoma

2021

SA Journal of Information Management

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Background: Chatbots have revolutionised marketing and specifically customer services by delivering 24/7 customer care. This technology saves resources and time, whilst enhancing customer experience that has become a critical differentiating factor in an increasing competitive and hyperconnected landscape.Objectives: This research examined how perceived ease of use (PEOU), perceived playfulness (PP) and perceived usefulness (PU) of chatbots influence customer experience and how these experiences influence users’ satisfaction in an emerging market context.Method: A self-administered questionnaire was distributed to 333 South African millennials and subjected to exploratory factor analysis and multiple regression analysis to test the proposed hypotheses.Results: The results indicate that all the hypotheses suggested have been positive and significant. Whilst experience significantly predicted satisfaction, it is worth noting that PU was the strongest predictor of experience.Conclusion: Marketers should devote time, money and recourses in developing and incorporating self-service technologies, such as chatbots, that are useful for their marketing strategies that will enhance customer experience.

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“…It refers to the objective and subjective components of consumers’ beliefs regarding the PED, which plays a significant role in the formation of their attitudes and behaviours (Han et al , 2020). Researchers (Pak, 2017; Kim and Sullivan, 2019; Van de Sand et al , 2020) have revealed that PED that is highly convincing influences sensorium, behaviour and happiness, whereas PED that lacks notability, fails to achieve emotional impact and is mostly ignored and avoided by consumers (Kim and Sullivan, 2019; Rodrigues and Brandão, 2021). As a result, PED in a retail setting compels the consumers to seek emotional aspects, where it is defined within the cultural sphere as involving aesthetic judgement and social recognition by them (Sorrentino, 2020).…”

Section: Literature Reviewmentioning

confidence: 99%

The effects of physical environment design on the dimensions of emotional well-being: a qualitative study from the perspective of design and retail managers

Khaneja¹,

Hussain

Melewar

et al. 2022

QMR

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Purpose This study aims to use place identity theory to examine the concept of physical environment design (PED) and its effects on consumers’ emotional well-being (EWB) dimensions such as sensorium, behaviour and happiness. Design/methodology/approach The authors used a qualitative approach. Thirty interviews were conducted among participants drawn from the city of London, which is one of the flourishing and world’s most famous international trade centre, providing paramount access to the global market. The data was analysed using thematic analysis. Findings The findings suggest that PED is defined precisely using the terms like atmosphere, appealing, attractive, impressing, inviting, ambient, compelling and design cues. The findings also suggest that PED has a positive effect on consumers’ sensorium, behaviour and happiness. However, these effects are lower when the retail stores have unwelcoming themes than when they have mesmerising PED. The different names can also be advantageous, specifically when online shopping dominates today’s retail industry. The findings also illustrate that the theoretical model used in this study is valid and suggest that PED has positive effects on consumers’ sensorium, behaviour and happiness. Originality/value To the best of the authors’ knowledge, while other authors tried to identify the effect of PED on consumers buying behaviour, this study is the first one to show how PED effects consumers’ sensorium, behaviour and happiness. The results of personal interviews highlight the importance of design elements and a gap in the application of novel elements to improve consumers’ sensorium, behaviour and happiness.

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User Experience Is Brand Experience

Cited by 18 publications

References 0 publications

User Experience (UX) in Business, Management, and Psychology: A Bibliometric Mapping of the Current State of Research

User Experience (UX) in Business, Management, and Psychology: A Bibliometric Mapping of the Current State of Research

Useful chatbot experience provides technological satisfaction: An emerging market perspective

The effects of physical environment design on the dimensions of emotional well-being: a qualitative study from the perspective of design and retail managers

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