Customer loyalty and experience design in e‐business

Abstract

Digital environments have a reputation for being ephemeral, confusing, and in a constant state of flux, a world in which an enduring relationship is an oxymoron. Karl Long counters that it does not have to be that way. Based on a hierarchy of “experience design” parameters, he richly illustrates a framework for making Web encounters a platform for an ongoing exchange that consumers value and depend on .