Christian Zagel presents a new way of innovating, measuring, and improving self-service systems for retail environments in the context of Customer Experience Management. He shows that technology is used to evoke positive emotions during the shopping experience to not only satisfy the consumer,...

We present iMapping, a diagrammatic zooming and nesting based approach for visually structuring information objects on the desktop with a special focus on personal knowledge management. It was designed based on a set of requirements gathered from the analysis of existing knowledge mapping...

This study addresses the process by which differences in web site benefit salience arise in consumers' minds for different anticipated usage situations. We investigate two routes by which situation may determine consumer benefit salience and find support for both route structures. The results...

Personalization and recommendation systems require knowledge about the users (user profiles), in order to be able to target products, promotions and advertisements. The faster the profiles are learnt, the sooner the site can start benefiting from these systems. We study how a site can learn the...