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Article

Customer experience management for smart commerce based on cognitive maps

Annals of Data Science. 2016. Vol. 3. No. 1. P. 101-118.

Huge amount of internet connected devices affect the usual way of people lives. People now try to find a way to operate all devices they have in the most efficient way. Cognitive maps are used as models for problems analysis on a strategic level in enterprises. In this paper Web of Service concept is defined and further business model of a Social Web of Service-based company is suggested. We also developed mathematical model of customer experience based on cognitive maps which should further be applied to the proposed business model which should improve customer experience management in the enterprise.