The Creation of User Experience and Evolution of Management

This book explores how organizations can transform marketing and management by placing customer well-being at the center of value creation. As AI, data analytics, and digital technologies continue to reshape markets and society, success increasingly depends not only on customer satisfaction but also on richer customer experiences, human-centered innovation, and sustainable relationships.

Moving beyond traditional marketing approaches focused on transactions, segmentation, and recommendation systems, the volume argues that customers should be viewed as active participants in value co-creation. The emphasis shifts from predicting purchasing behavior to understanding how products, services, and experiences contribute to personal development, quality of life, and overall well-being.

Drawing on insights from service informatics, customer experience research, data science, and artificial intelligence, leading scholars and practitioners demonstrate how organizations can leverage digital technologies and explainable AI to design experiences that create both economic and societal value. The chapters further illustrate how customer experiences accumulate over time to shape consumer well-being and long-term organizational success.

Offering a forward-looking perspective on the next generation of marketing, this volume provides valuable insights for researchers, graduate students, and professionals in marketing, management, information systems, service science, artificial intelligence, and consumer behavior who seek to understand the evolving relationship between technology, customer experience, and human well-being.