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Measuring customer experience in service: A systematic review

Author

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  • Eduardo Veiga Bueno
  • Tiziana Brenner Beauchamp Weber
  • Emerson Luiz Bomfim
  • Heitor Takashi Kato

Abstract

The aim of this systematic review is to identify how customer experience in the service sector has been measured in relevant publications in the marketing field. A sample of 33 papers was collected from two electronic databases—the Web of Science (Thomson Reuters) and Scopus (Elsevier)—covering a large number of publications. After analyzing the articles and reviewing the customer experience literature, the following are our main contributions: (i) clarification of the concepts that appear in the literature review of customer experience in the service sector; (ii) classification of the variables, scales, and constructs related to customer experience in service; (iii) demonstration of the service experience as the preponderant construct that is used to measure customer experience in service; and (iv) proposal of a new dimension—the concept of ‘pre-experience’—to measure customer experience in service. These contributions can provide a more solid basis for measuring customer experience in service.

Suggested Citation

  • Eduardo Veiga Bueno & Tiziana Brenner Beauchamp Weber & Emerson Luiz Bomfim & Heitor Takashi Kato, 2019. "Measuring customer experience in service: A systematic review," The Service Industries Journal, Taylor & Francis Journals, vol. 39(11-12), pages 779-798, September.
    • Handle: RePEc:taf:servic:v:39:y:2019:i:11-12:p:779-798
    DOI: 10.1080/02642069.2018.1561873
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    Cited by:

    1. Zha, Dongmei & Marvi, Reza & Foroudi, Pantea, 2023. "Synthesizing the customer experience concept: A multimodularity approach," Journal of Business Research, Elsevier, vol. 167(C).
    2. Dhananjay Bapat & Devika Vashisht, 2024. "Experience in financial services: a bibliometric analysis and thematic content analysis," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 904-921, September.
    3. Wen-Kuo Chen & Venkateswarlu Nalluri & Man-Li Lin & Ching-Torng Lin, 2021. "Identifying Decisive Socio-Political Sustainability Barriers in the Supply Chain of Banking Sector in India: Causality Analysis Using ISM and MICMAC," Mathematics, MDPI, vol. 9(3), pages 1-23, January.
    4. Prakash Singh & Lokesh Arora & Abdulaziz Choudhry, 2022. "Consumer Behavior in the Service Industry: An Integrative Literature Review and Research Agenda," Sustainability, MDPI, vol. 15(1), pages 1-30, December.
    5. Chia-Ying Li & Yu-Hui Fang & Badri Munir Sukoco, 2021. "Value proposition as a catalyst for innovative service experience: the case of smart-tourism destinations," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 281-308, June.
    6. Galalae, Cristina & Kipnis, Eva & Demangeot, Catherine, 2020. "Reassessing positive dispositions for the consumption of products and services with different cultural meanings: A motivational perspective," Journal of Business Research, Elsevier, vol. 115(C), pages 160-173.
    7. António Azevedo, 2023. "Pull and Push Drivers of Giant-Wave Spectators in Nazaré, Portugal: A Cultural Ecosystem Services Assessment Based on Geo-Tagged Photos," Land, MDPI, vol. 12(2), pages 1-23, January.
    8. Filieri, Raffaele & Alguezaui, Salma & Galati, Francesco & Raguseo, Elisabetta, 2023. "Customer experience with standard and premium Peer-To-Peer offerings: A mixed-method combining text analytics and qualitative analysis," Journal of Business Research, Elsevier, vol. 167(C).
    9. Gamini Gunawardane, 2023. "Enhancing customer satisfaction and experience in financial services: a survey of recent research in financial services journals," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 255-269, June.

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