| Yazarlar |
Hasan Evrim Arici
Kastamonu University, Turkey |
|
Mehmet Ali Köseoglu
Metropolitan State University, United States |
|
Alptekin Sökmen
Kastamonu University, Turkey |
| Özet |
| This study presents a framework and viewpoint on the intellectual structure and evolution of customer experience research in the service literature. Using the Scopus database, journal articles on customer experience have been extracted and examined to unearth the source knowledge and main themes via a two-step approach of bibliometric (citation and co-citation) and content analyses. The bibliometric analysis has revealed five main clusters of the knowledge domain: (1) methodology and information technology, (2) customer co-creation of value, (3) service quality and customer satisfaction, (4) tourist experience, (5) customer perception in service environments. Based on the literature review, content analysis was subsequently performed to reveal recent articles from each cluster. Overall, this article comprehensively examines customer experience literature in the service industries. Results present a holistic comprehension of the knowledge domain, reveal scientific progress, and provide main directions and questions for further academic efforts. |
| Anahtar Kelimeler |
| bibliometric analysis | Customer experience | service quality | service scholarship | technology | value co-creation |
| Makale Türü | Özgün Makale |
| Makale Alt Türü | SCOPUS dergilerinde yayımlanan tam makale |
| Dergi Adı | Service Industries Journal |
| Dergi ISSN | 0264-2069 |
| Makale Dili | İngilizce |
| Basım Tarihi | 01-2022 |
| Cilt No | 42 |
| Sayı | 7 |
| Sayfalar | 514 / 550 |
| Doi Numarası | 10.1080/02642069.2022.2043286 |
| Atıf Sayıları | |
| SCOPUS | 28 |
