Customer experience research: intellectual structure and future research opportunities

• Type: Article in International Scientific Journal
• Date: 2021

Authors

Silva, JHO (Author) Other; Mendes, GHS (Author) Other; Miguel, PCA (Author) Other; Amorim, M (Author) Other; Jorge Teixeira (Author) FEUP

Journal

Title: Journal of Service Theory and Practice

Vol. 31

Pages: 893-931

ISSN: 2055-6225

Publisher: Emerald

Indexing

ISI Web of Knowledge - 8 Citations

Scopus - 10 Citations

Other information

Authenticus ID: P-00V-5FM

DOI: 10.1108/jstp-08-2020-0193

Abstract (EN): Purpose This article aims to synthesize and integrate current research on customer experience (CX), identifying the intellectual structure of the field, systematizing a conceptual framework and identifying future research opportunities. Design/methodology/approach To analyze 629 articles published in peer-reviewed journals in almost four decades, this study employs both bibliometric co-keyword and thematic literature analysis in a complementary way. Findings This article maps the CX literature by describing its intellectual structure in terms of three research domains (customer, organizational and technological), their corresponding most relevant research themes and topics. Moreover, this study develops a conceptual framework and research propositions to summarize and integrate the CX literature. This work recognizes technology as an important driver for the development of CX research. Lastly, this article provides future research opportunities for moving the field forward, considering an integrative view among domains. Originality/value This paper complements other reviews on CX by using a novel methodological approach (co-keyword and thematic analysis) that enables the identification and visualization of the CX intellectual structure. In addition, the study explores the increasing connection between technology and CX research, by raising evidence that technology, by continuously modifying services and consequently CX, has become a transversal component in the research field. These outcomes may be useful for academics and practitioners.

Language: English

Type (Professor's evaluation): Scientific

No. of pages: 39