مطالب

Purpose : Customer experience management is one of the most important activities for managers who are trying to grow and develop to achieve a favorable competitive position. The purpose of this study is to evaluate the dimensions of customer experience in the process of using electronic services in information technology organizations (Hamrah-e-Aval). Method : The method of this study is quantitative. In this regard, a questionnaire was designed and distributed among the statistical population by the available sampling method. The data analysis method is structural equation modeling and the software used is SPSS25 and SMART PLS 3.0. Findings : Findings show that awareness is the first step in managing customer experience. The second step deals with the active organizational actor. The third step, or evaluation, is based on service characteristics and service arrangements. The fourth step (buying decision). Purchasing and the resulting experience is the fifth step. Step 6 (Use) is a function of activities including delivery and use. The seventh step is to repeat the purchase, complain or not react to the use of the product (service). Finally, the customer's secondary response is the last step of the customer experience model. Conclusion : Based on the findings of the present study, information interface can play a decisive role in shaping customer experiences. Therefore, it is suggested that in the active businesses in the information and communication technology industry, by studying the media and customer information tools, the most optimal and effective tools should be selected and used.

Purpose : Library users need to have integrated access to digital library content and services. Preparing these services needs syntactic and semantic interoperability infrastructure. Nowadays most digital library applications syntactically have the ability to exchange with each other. Therefore the purpose of this paper is to propose semantic integration architecture for digital libraries to enable them to prepare new semantic services for their users. Method : This study was carried out in the following steps: firstly research literature was collected and studied. Studying research literature helps the researcher to prepare a primary version of the checklist to collect data in this study. The next step aimed to survey the semantic interoperability ability of digital library management systems. In this regard, 26 Iranian digital library management systems were studied by the researcher-made checklist in the previous step. The studied digital library management systems have syntactic interoperability functionalities. Then this study’s semantic integration architecture was proposed according to the analysis and results of the study. Finally, the "demonstration" method was used to assess the proposed architecture. Findings : Findings showed that studied digital library management systems focused on textual materials and paid very little attention to other library information resource formats. Moreover, in many cases, the studied digital library systems did not fill the contents of semantically needed metadata fields. On average, they attempt to document metadata fields such as subject and keywords, by existing reference materials such as Library of Congress Subject Headings and subjective thesauruses that they needed. Conclusion : According to the findings, the architecture of the semantic integration model based on the results of this study was proposed with three data, inference machine, and application layers.