Exploring the total customer experience : usability evaluations of ( B 2 C ) e-commerce environments Conference Item

@inproceedings{Minocha2005ExploringTT,
  title={Exploring the total customer experience : usability evaluations of ( B 2 C ) e-commerce environments Conference Item},
  author={Shailey Minocha and Liisa H. Dawson},
  year={2005}
}
The term Total Customer Experience (TCE) encapsulates the customer’s experience of interacting with an E-Commerce environment. With increasing competition in the E-Marketplace, creating value and generating a positive TCE is important for E-Commerce environments in order to attract and retain customers. Traditional usability evaluation techniques in HCI such as heuristic evaluations and controlled user-observations yield usability problems with the E-Commerce Web site but are unable to uncover… CONTINUE READING

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