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Using bibliometric analysis to perform a longitudinal review of the technology-driven literature on customer experience

Author

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  • Stephanie Nguyen

    (CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon)

  • Sylvie Llosa

    (CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon)

Abstract

This paper proposes a systematic review of the literature on customer experience, focused on technology-driven contributions. It is based on the bibliometric analysis of a large set of 846 articles published from 1982 until 2020. The combination of various methods, namely bibliographic coupling and co-occurrence analysis, allows us to identify key contributing academic journals as well as the longitudinal trend of major research topics. Moreover, the results of a co-citation analysis based on 35,658 cited references show that four different clusters compose the intellectual structure of this stream of literature: (1) addressing the conceptualization of customer experience and its components, centered on customers; (2) firms' performance and competitiveness; (3) centered on users' technology acceptance; (4) various contributions related to consumers' perspective and perceptions (e.g. satisfaction, trust).

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  • Stephanie Nguyen & Sylvie Llosa, 2021. "Using bibliometric analysis to perform a longitudinal review of the technology-driven literature on customer experience," Post-Print hal-03324147, HAL.
    • Handle: RePEc:hal:journl:hal-03324147
    Note: View the original document on HAL open archive server: https://hal.science/hal-03324147
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    References listed on IDEAS

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    1. Gentile, Chiara & Spiller, Nicola & Noci, Giuliano, 2007. "How to Sustain the Customer Experience:: An Overview of Experience Components that Co-create Value With the Customer," European Management Journal, Elsevier, vol. 25(5), pages 395-410, October.
    2. Verhoef, Peter C. & Kannan, P.K. & Inman, J. Jeffrey, 2015. "From Multi-Channel Retailing to Omni-Channel Retailing," Journal of Retailing, Elsevier, vol. 91(2), pages 174-181.
    3. Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
    4. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    5. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    6. Hélder Ferreira & Aurora A.C. Teixeira, 2013. "‘Welcome to the experience economy’: assessing the influence of customer experience literature through bibliometric analysis," FEP Working Papers 481, Universidade do Porto, Faculdade de Economia do Porto.
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    Keywords

    bibliometry; customer; technology;
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