The Impact of Incremental eService Changes on Customer Experience
- Author(s)
- Bela Philip Kramer, Gabriele Kotsis, Christine Strauss, Andreas Mladenow
- Abstract
Businesses are depending more and more on small adjustments to their eServices in the face of rapidly accelerated digital transformation in order to stay competitive and satisfy changing client demands. This study looks at how these small-scale developments affect customer experience (CX), pointing out both the advantages and disadvantages. Based on a thorough examination of the literature, the study investigates how usability, personalization, trust, and cultural variations influence how customers react to changes in digital services. The results highlight the importance of user-centered design, open communication, and agile innovation processes by indicating that even minor adjustments can have a big impact on CX. In addition to providing useful implications for matching innovation objectives with customer expectations, the paper adds to the current conversation on digital service management.27th International Conference, iiWAS 2025 Matsue, Japan, December 8–10, 2025 Proceedings
- Organisation(s)
- Department of Marketing and International Business
- External organisation(s)
- Department of Computer Science, Johannes Kepler Universität Linz
- Pages
- 326-333
- No. of pages
- 8
- DOI
- https://doi.org/10.1007/978-3-032-11976-6_24
- Publication date
- 2026
- Peer reviewed
- Yes
- Austrian Fields of Science 2012
- 502050 Business informatics, 102010 Database systems, 102031 Theoretical computer science
- Keywords
- ASJC Scopus subject areas
- General Computer Science, Theoretical Computer Science
- Portal url
- https://ucrisportal.univie.ac.at/en/publications/f450bb2e-1a4d-4637-98a3-3e20eb52de44