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Customer loyalty and experience design in e‐business
Author(s) -
Long Karl
Publication year - 2004
Publication title -
design management review
Language(s) - English
Resource type - Journals
eISSN - 1948-7169
pISSN - 1557-0614
DOI - 10.1111/j.1948-7169.2004.tb00163.x
Subject(s) - oxymoron , loyalty , reputation , loyalty business model , hierarchy , value (mathematics) , ephemeral key , marketing , constant (computer programming) , business , customer relationship management , computer science , knowledge management , advertising , world wide web , sociology , economics , service (business) , computer security , service quality , market economy , social science , philosophy , linguistics , machine learning , programming language
Digital environments have a reputation for being ephemeral, confusing, and in a constant state of flux, a world in which an enduring relationship is an oxymoron. Karl Long counters that it does not have to be that way. Based on a hierarchy of “experience design” parameters, he richly illustrates a framework for making Web encounters a platform for an ongoing exchange that consumers value and depend on .