Measuring customer experience in service: A systematic review

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

The Service Industries Journal, 2019, vol. 39, issue 11-12, 779-798

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.

Date: 2019
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Citations: View citations in EconPapers (9)

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DOI: 10.1080/02642069.2018.1561873

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