The Impact of Incremental eService Changes on Customer Experience: A Conceptual Review

Bela Philip Kramer; Gabriele Kotsis; Christine Strauss; Andreas Mladenow

doi:10.1007/978-3-032-11976-6_24

The Impact of Incremental eService Changes on Customer Experience: A Conceptual Review

Bela Philip Kramer
, Gabriele Kotsis^*
, Christine Strauss
, Andreas Mladenow

^*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceeding › Conference proceedings › peer-review

Original language	English
Title of host publication	Information Integration and Web Intelligence - 27th International Conference, iiWAS 2025, Proceedings
Editors	Eric Pardede, Qiang Ma, Gabriele Kotsis, Toshiyuki Amagasa, Akiyo Nadamoto, Ismail Khalil
Publisher	Springer Science and Business Media Deutschland GmbH
Pages	326-333
Number of pages	8
Edition	1
ISBN (Print)	9783032119759
DOIs	https://doi.org/10.1007/978-3-032-11976-6_24
Publication status	Published - 03 Dec 2025
Event	27th International Conference on Information Integration and Web Intelligence, iiWAS 2025 - Matsue, Japan Duration: 08 Dec 2025 → 10 Dec 2025

Publication series

Name	Lecture Notes in Computer Science
Volume	16330 LNCS
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	27th International Conference on Information Integration and Web Intelligence, iiWAS 2025
Country/Territory	Japan
City	Matsue
Period	08.12.2025 → 10.12.2025

Fields of science

102 Computer Sciences
102013 Human-computer interaction
102002 Augmented reality
102006 Computer supported cooperative work (CSCW)
102027 Web engineering
202038 Telecommunications
102021 Pervasive computing
102015 Information systems
102025 Distributed systems

JKU Focus areas

Sustainable Development: Responsible Technologies and Management
Digital Transformation

Access to Document

10.1007/978-3-032-11976-6_24

Cite this

Kramer, B. P., Kotsis, G., Strauss, C., & Mladenow, A. (2025). The Impact of Incremental eService Changes on Customer Experience: A Conceptual Review. In E. Pardede, Q. Ma, G. Kotsis, T. Amagasa, A. Nadamoto, & I. Khalil (Eds.), Information Integration and Web Intelligence - 27th International Conference, iiWAS 2025, Proceedings (1 ed., pp. 326-333). (Lecture Notes in Computer Science; Vol. 16330 LNCS). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-3-032-11976-6_24

Kramer, Bela Philip ; Kotsis, Gabriele ; Strauss, Christine et al. / The Impact of Incremental eService Changes on Customer Experience : A Conceptual Review. Information Integration and Web Intelligence - 27th International Conference, iiWAS 2025, Proceedings. editor / Eric Pardede ; Qiang Ma ; Gabriele Kotsis ; Toshiyuki Amagasa ; Akiyo Nadamoto ; Ismail Khalil. 1. ed. Springer Science and Business Media Deutschland GmbH, 2025. pp. 326-333 (Lecture Notes in Computer Science).

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title = "The Impact of Incremental eService Changes on Customer Experience: A Conceptual Review",

keywords = "Customer Experience (CX), Digital Transformation, eService Innovation, Incremental Change",

author = "Kramer, \{Bela Philip\} and Gabriele Kotsis and Christine Strauss and Andreas Mladenow",

note = "Publisher Copyright: {\textcopyright} The Author(s), under exclusive license to Springer Nature Switzerland AG 2026.; 27th International Conference on Information Integration and Web Intelligence, iiWAS 2025 ; Conference date: 08-12-2025 Through 10-12-2025",

year = "2025",

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language = "English",

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series = "Lecture Notes in Computer Science",

publisher = "Springer Science and Business Media Deutschland GmbH",

pages = "326--333",

editor = "Eric Pardede and Qiang Ma and Gabriele Kotsis and Toshiyuki Amagasa and Akiyo Nadamoto and Ismail Khalil",

booktitle = "Information Integration and Web Intelligence - 27th International Conference, iiWAS 2025, Proceedings",

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Kramer, BP, Kotsis, G, Strauss, C & Mladenow, A 2025, The Impact of Incremental eService Changes on Customer Experience: A Conceptual Review. in E Pardede, Q Ma, G Kotsis, T Amagasa, A Nadamoto & I Khalil (eds), Information Integration and Web Intelligence - 27th International Conference, iiWAS 2025, Proceedings. 1 edn, Lecture Notes in Computer Science, vol. 16330 LNCS, Springer Science and Business Media Deutschland GmbH, pp. 326-333, 27th International Conference on Information Integration and Web Intelligence, iiWAS 2025, Matsue, Japan, 08.12.2025. https://doi.org/10.1007/978-3-032-11976-6_24

The Impact of Incremental eService Changes on Customer Experience: A Conceptual Review. / Kramer, Bela Philip; Kotsis, Gabriele; Strauss, Christine et al.
Information Integration and Web Intelligence - 27th International Conference, iiWAS 2025, Proceedings. ed. / Eric Pardede; Qiang Ma; Gabriele Kotsis; Toshiyuki Amagasa; Akiyo Nadamoto; Ismail Khalil. 1. ed. Springer Science and Business Media Deutschland GmbH, 2025. p. 326-333 (Lecture Notes in Computer Science; Vol. 16330 LNCS).

Research output: Chapter in Book/Report/Conference proceeding › Conference proceedings › peer-review

TY - GEN

T1 - The Impact of Incremental eService Changes on Customer Experience

T2 - 27th International Conference on Information Integration and Web Intelligence, iiWAS 2025

AU - Kramer, Bela Philip

AU - Kotsis, Gabriele

AU - Strauss, Christine

AU - Mladenow, Andreas

N1 - Publisher Copyright: © The Author(s), under exclusive license to Springer Nature Switzerland AG 2026.

PY - 2025/12/3

Y1 - 2025/12/3

KW - Customer Experience (CX)

KW - Digital Transformation

KW - eService Innovation

KW - Incremental Change

UR - https://www.scopus.com/pages/publications/105024547710

U2 - 10.1007/978-3-032-11976-6_24

DO - 10.1007/978-3-032-11976-6_24

M3 - Conference proceedings

AN - SCOPUS:105024547710

SN - 9783032119759

T3 - Lecture Notes in Computer Science

SP - 326

EP - 333

BT - Information Integration and Web Intelligence - 27th International Conference, iiWAS 2025, Proceedings

A2 - Pardede, Eric

A2 - Ma, Qiang

A2 - Kotsis, Gabriele

A2 - Amagasa, Toshiyuki

A2 - Nadamoto, Akiyo

A2 - Khalil, Ismail

PB - Springer Science and Business Media Deutschland GmbH

Y2 - 8 December 2025 through 10 December 2025

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Kramer BP, Kotsis G, Strauss C, Mladenow A. The Impact of Incremental eService Changes on Customer Experience: A Conceptual Review. In Pardede E, Ma Q, Kotsis G, Amagasa T, Nadamoto A, Khalil I, editors, Information Integration and Web Intelligence - 27th International Conference, iiWAS 2025, Proceedings. 1 ed. Springer Science and Business Media Deutschland GmbH. 2025. p. 326-333. (Lecture Notes in Computer Science). doi: 10.1007/978-3-032-11976-6_24

The Impact of Incremental eService Changes on Customer Experience: A Conceptual Review

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