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M Dolores Méndez-Aparicio

M Dolores Méndez-Aparicio
Association for the Development of the Customer Experience (DEC) · Customer Experience

Doctor of Legal, Economic and Business Sciences
Publication in congresses, books, journals, reports and blogs. Reviewer since 2017. https://orcid.org/0000-0003-1787-803

About

15
Publications
2,407
Reads
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9
Citations
Introduction
PhD in Legal, Economic and Social Sciences. Certified in Customer Experience. Degree in computing and advertising and public relations. As an Applications manager of a leading insurance company, the digital empathy of services has always been a constant. Researching about it has become a vocation and divulging it a commitment. Convinced that the commercial relationship is an exchange of value between people, more than ever it is necessary to investigate a common place in virtual relationships.
Additional affiliations
September 2012 - June 2014
Universitat Oberta de Catalunya
Position
  • Master's Student
Education
January 1982 - June 2012
Ingeniería informática (UPM y UNED) Licenciada en Publicidad y Relaciones Públicas (UOC),Máster en Sociedad de la Información y el Conocimiento (UOC)
Field of study

Publications

Publications (15)
Chapter
The globalization of the economy – and with it, new emerging markets – has increased competitive pressure exponentially, rendering customer retention a highly relevant factor in attracting new consumers. As a result of differentiation and technological globalization, competitive strategies must increasingly leverage the digital channel to not only...
Chapter
Data science has established itself as a discipline of study in the new technological paradigm of the 21st century. Customer data and metadata are not only a unique opportunity for companies, which are interested in collecting, processing and elaborating useful information for customer-centric business management. It is also starting to feed other...
Method
Nace como una hoja de ruta que ayuda a las compañías a recorrer todos los caminos necesarios para desarrollarse en la Experiencia de Empleado. Esta Onda no tiene principio ni fin, y todos los puntos son igual de relevantes”. https://asociaciondec.org/otros-eventos-dec/onda-del-empleado/45496/
Conference Paper
La Asociación para el Desarrollo de la Experiencia de Cliente (DEC) y la consultora estratégica, Bain&Company, han presentado hoy, 17 de diciembre, el “V Informe de Estado de Madurez de la Experiencia de Cliente en España” realizado a partir de la opinión de 20.000 encuestados y directores de CX de 150 empresas de 15 sectores diferentes.
Article
Full-text available
Digital transformation has allowed to offer additional services—which complement the main product—both in terms of use, emotional, and relationship terms. Focusing on a traditionally rational insurance customer offering a value that explores the customer’s emotions, from co-creating with the user, allows brand differentiation. Given this idea, this...
Thesis
Full-text available
La estrategia competitiva de las empresas en busca de la diferenciación, la universalización de las TIC y la globalización de la economía hace necesario conocer qué factores interactúan en la relación cliente-empresa en medios virtuales. El efecto sorpresa se convierte así en la clave de la experiencia de cliente digital, que antecederá a la satisf...
Thesis
Full-text available
https://riubu.ubu.es/handle/10259/5145 The competitive strategy of companies in search of differentiation, the universalization of ICT and the globalization of the economy makes it necessary to know what factors play a role regarding the client-company relationship in virtual media. The surprise effect becomes the key to the digital client experien...
Presentation
Como sostienen ciertos autores, la navegación se puede considerar un objetivo en su mismo, más allá de la utilidad y de la necesidad inicial. En ese momento sucede la magia de la experiencia de flujo o telepresencia. Es asombroso que la aseveración de Csikszentmihalyi en 1989 sea más actual que nunca cuando dijo que “el flujo es alcanzado cuando un...
Article
Full-text available
Today, the customer-brand relationship is fundamental to a company’s bottom line, especially in the service sector and with services offered via online channels. In order to maximize its effects, organizations need (1) to know which factors influence the formation of an individual’s service expectations in an online environment; and (2) to establis...
Conference Paper
Full-text available
El área personal, o intranet, se ha convertido en un elemento fundamental en las relaciones entre la compañía y sus clientes. Multitud de empresas de servicios definen sus estrategias de negocio en el uso de la web como canal de comunicación, relación y dialogo entre ambos. Sin embargo, la decisión final de utilizar de forma habitual este canal se...

Network

Cited By

Projects

Projects (3)
Project
I finished my PhD in June 2019, with the Cum Laude qualification on electronic commerce and investigate how it affects the customer experience, more than satisfaction and recommendation. Tttle: " Determinants and consequences of the Customer Experience and Satisfaction in the digital field: an analysis of the use of private areas." https://riubu.ubu.es/handle/10259/5145 I contribute on the blog of the Association for the development of customer experience, DEC