Emotionate: Emotional awareness in the design of digital channel engagements
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Karla Straker Thesis (PDF 29MB) |
Description
The emergence of new technologies has revolutionised the way companies interact, engage and build relationships with customers. 'Emotionate' is a process to provide innovative business solutions through an awareness of customer emotions. This is done by gaining customer insights, understanding business requirements and knowing technical possibilities. This thesis is a meta-disciplinary study, examining customer emotions and experiences in the design of digital channel engagements. Outcomes of this research provide implications for industry by explaining how a process of collecting and analysing customers' emotions can lead to designing successful digital channel engagements.
Impact and interest:
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| ID Code: | 95790 |
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| Item Type: | QUT Thesis (PhD by Publication) |
| Supervisor: | Wrigley, Cara & Rosemann, Michael |
| Additional Information: | The Faculty has granted an embargo until 1st May 2019. |
| Keywords: | Design and Emotion, Design and Innovation, Digital Channels, Digital Engagements, Emotion |
| DOI: | 10.5204/thesis.eprints.95790 |
| Divisions: | Past > QUT Faculties & Divisions > Science & Engineering Faculty Current > Schools > School of Information Systems |
| Institution: | Queensland University of Technology |
| Deposited On: | 24 Jan 2017 02:26 |
| Last Modified: | 01 May 2019 14:00 |
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