@incollection{,
	
					
					
					F72961C579460B4754FEFCD63341F64D
				,
	author={{EricTorres-Velasco} and {Ana LiliaLaureano-Cruces} and {Gustavo De LaCruz-Martínez} and {LourdesSánchez-Guerrero} and {Universidad Autonoma Metropolitana}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}214917
}

@book{b0,
	
	
		,
	title={{Journey Mapping 101}}
		,
	author={{
			SGibbons
		}}
		
		
			,
	year={2018}
		
		
			Nielsen Norman Group
		
	

}

@book{b1,
	
	
		,
	title={{Mental models: towards a cognitive science of language, inference, and consciousness}}
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	author={{
			PNJohnson-Laird
		}}
		
			,
	year={1983}
			,
	publisher={Cambridge University Press}
			,
	address={Cambridge}
		
	

}

@book{b2,
	
	
		,
	title={{The Computer and the Mind: An Introduction to Cognitive Science}}
		,
	author={{
			PNJohnson-Laird
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			,
	year={1989}
			,
	publisher={Harvard University Press}
			,
	address={USA}
		
	

}

@book{b3,
	
	
		,
	title={{Mapping experiences: a complete guide to creating value through journeys, blueprints, and diagrams}}
		,
	author={{
			JKalbach
		}}
		
			,
	year={2016}
			,
	address={Canada: O'Reilly}
		
	

}

@incollection{b4,
	
	
		,
	title={{7 UX Deliverables: What will I be making as a UX designer?}}
		,
	author={{
			AKomninos
		}}
		
	
	
		,
	journal={{Interaction Design Foundation}}
		
			,
	year={2020}
		
	

}

@book{b5,
	
	
		,
	title={{Interacción Dinámica en Sistemas de Enseñanza Inteligentes}}
		,
	author={{
			ALLaureano-Cruces
		}}
		
		
			,
	year={2000}
		
		
			Universidad Nacional Autónoma de México
		
	
	,
	note={Ph. D. Thesis. Instituto de Investigaciones Biomédicas}

}

@book{b6,
	
	
		,
	title={{Memorias XVII Congreso Nacional y III Congreso Internacional de Informática y Computación de la ANIEI [Memories XVII National Congress and III International Congress of Informatics and Computing of the ANIEI]}}
		,
	author={{
			ALLaureano-Cruces
		}}
		
		
			,
	year={2004. 20-22 October 2004}
			,
	address={Tepic}
		
	
	,
	note={Agentes Pedagógicos}

}

@incollection{b7,
	
	
		,
	title={{Design and Implementation of an Educational Virtual Pet Using the OCC Theory}}
		,
	author={{
			ALLaureano-Cruces
		} and {
			ARodríguez-García
		}}
		
	
	
		,
	journal={{Journal of Ambient Intelligence and Humanized Computing}}
		
			3
			1
			
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	year={2012}
		
	

}

@incollection{b8,
	
	
		,
	title={{The interface: an object that is hated and loved}}
		,
	author={{
			ALLaureano-Cruces
		} and {
			LSanchez-Guerrero
		} and {
			PVelasco-Santos
		} and {
			MMora-Torres
		}}
		
		
		
		
	
	
		,
	booktitle={{Proceedings of E-Learn: World Conference on E-Learning in Corporate, Government, Healthcare, and Higher Education}}
				,
	editor={
			JDron
			&SMishra
		}
		E-Learn: World Conference on E-Learning in Corporate, Government, Healthcare, and Higher EducationVancouver, British Columbia, Canada
		
			,
	publisher={AACE}
			,
	year={2017}
			
		
	
	,
	note={Association for the Advancement of Computing in Education}

}

@book{b9,
	
	
		,
	title={{Universal methods of design: 100 Ways to research complex problems, develop innovative ideas, and design effective solutions}}
		,
	author={{
			BMartin
		} and {
			BHanington
		}}
		
		
			,
	year={2012}
			,
	publisher={Rockport Publishers}
			,
	address={USA}
		
	

}

@book{b10,
	
	
		,
	title={{}}
		,
	author={{
			MMora-Torres
		} and {
			ALLaureano-Cruces
		} and {
			PVelasco-Santos
		}}
		
		
		
			,
	year={2011}
		
		
			Estructura de las Emociones dentro de un Proceso de Enseñanza-Aprendizaje
		
	

}

@incollection{b11,
	
	
		,
	title={{}}
	
	
		,
	journal={{Revista Perfiles Educativos}}
		
			
			,
	publisher={UNAM, XXXIII}
		
	

}

@incollection{b12,
	
	
		,
	title={{An Affective-Motivational Interface for a Pedagogical Agent}}
		,
	author={{
			MMora-Torres
		} and {
			ALLaureano-Cruces
		} and {
			FGamboa-Rodri?uez
		} and {
			JRami?ez-Rodri?uez
		} and {
			LSa?chez-Guerrero
		}}
		
		
		
		
	
	
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	journal={{International Journal of Intelligence Science}}
		
			4
			1
			
			,
	year={2014}
		
	

}

@book{b13,
	
	
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	title={{Emotional Design: Why We Love (Or Hate) Everyday Things}}
		,
	author={{
			DANorman
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			,
	year={2005}
			,
	publisher={Basic Books}
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	address={USA}
		
	

}

@book{b14,
	
	
		,
	title={{Living with complexity}}
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	author={{
			DANorman
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			,
	year={2011}
			,
	publisher={The MIT Press}
			,
	address={USA}
		
	

}

@book{b15,
	
	
		,
	title={{User Centered System Design: new Perspectives on Human-computer Interaction}}
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	author={{
			DANorman
		} and {
			SWDraper
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			,
	year={1986}
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			USA: University of California
		
	

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	title={{Understanding Motivation and Emotion}}
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	year={2009}
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	publisher={WILEY}
		
	
	,
	note={Fifth Edition}

}

@book{b17,
	
	
		,
	title={{A beginner's guide to customer journey maps}}
		,
	author={{
			ESchroeter
		}}
		
		
			,
	year={2019}
		
	

}

@book{b18,
	
	
		,
	title={{Design thinking: lidera el presente, crea el futuro}}
		,
	author={{
			MSerrano
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			PBlázquez
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			,
	year={2016}
			,
	publisher={Madrid: ESIC}
		
	

}

@book{b19,
	
	
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	title={{The Science of the Artificial}}
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			HASimon
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			,
	year={1996}
			,
	publisher={The MIT Press}
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	address={USA}
		
	

}

@book{b20,
	
	
		,
	title={{The basics of user experience design}}
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	author={{
			MSoegaard
		}}
		
			,
	year={2002}
			,
	publisher={Interaction Design Foundation}
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	address={USA}
		
	

}

@book{b21,
	
	
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	title={{This Is Service Design Thinking: Basics, Tools, Cases}}
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	author={{
			MStickdorn
		} and {
			JSchneider
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			,
	year={2010}
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	publisher={BIS Publishers}
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	address={Amsterdam}
		
	

}

@incollection{b22,
	
	
		,
	title={{Journey mapping: a brief overview}}
		,
	author={{
			HTharon
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		10.1145/2644448.2644451
		
	
	
		,
	journal={{Commun. Des. Q. Rev}}
		
			2
			3
			
			,
	year={2014. May 2014}
		
	

}

@book{b23,
	
	
		,
	title={{Customer Journey Map}}
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	author={{
			ThinkersCo
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}

@book{b24,
	
	
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	title={{Visualización a}}
		,
	author={{
			EOTorres-Velasco
		} and {
			ALLaureano-Cruces
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			ASantillán-González
		}}
		
		
		
			,
	year={2021}
		
	

}