Conference Paper

Modelling customer experience in insurance: Context-System-Trajectory Theory

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ecscw2018-dc06-beaudon.pdf (34.44 KB)

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2018

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Proceedings of 16th European Conference on Computer-Supported Cooperative Work - Doctoral Colloquium
Doctoral Colloquium

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European Society for Socially Embedded Technologies (EUSSET)

Abstract

My doctoral research is about modelling customer experience in insurance. Analyzing new insurers’ problematics with in the third French mutual health-insurer has emphasized the customer experience as a relevancy and complex subject. This application will describe our exploratory interviews methodology, our first finding: a new theoretical framework to analyze customer experience (our object), and considered next steps.

Description

Beaudon, Gilles (2018): Modelling customer experience in insurance: Context-System-Trajectory Theory. Proceedings of 16th European Conference on Computer-Supported Cooperative Work - Doctoral Colloquium. DOI: 10.18420/ecscw2018_dc6. European Society for Socially Embedded Technologies (EUSSET). PISSN: 2510-2591. Doctoral Colloquium. Nancy, Frace. 4 - 8 June 2018

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DOI

10.18420/ecscw2018_dc6

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ECSCW 2018 Doctoral Colloquium

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