How do macro-environmental factors impact customer experience? A refined typology, integrative framework, and implications

Jesús Cambra-Fierro, Lily (Xuehui) Gao, María Eugenia López-Pérez and Iguácel Melero-Polo

The Service Industries Journal, 2022, vol. 42, issue 9-10, 653-687

Abstract: In increasingly turbulent times shaped by macro-environmental shifts, the complexity of customer experience has radically intensified. Augmenting this complexity, myriad contingency factors are involved in customer experience delivery. Therefore, scholars have called for the development of a comprehensive view of the extent to which customer experience literature has viewed and studied the roles of macro-environmental factors, and an integrative understanding of how customer experience can be affected by different macro-environmental factors. To this end, this study (1) differentiates the concept of macro-environmental factors; (2) summarizes extant knowledge by conducting a systematic literature review via qualitative and quantitative analysis to identify relevant research gaps; and (3) grounded in the service-dominant logic service ecosystem perspective, develops an integrative framework that integrates a holistic, novel view and understanding of the dynamic relationship between customer experience and macro-environmental factors while accounting for different contingency factors of lower environmental factors (meso and micro). Using the COVID-19 crisis, we vividly illustrate the real-life applicability of the integrative framework we develop. The study broadens the scope of customer experience research, offers actionable ideas for business managers in a turbulent environment, and puts forth a research agenda identifying key research lines for advancing the customer experience research field.

Date: 2022
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/02642069.2022.2070613 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:42:y:2022:i:9-10:p:653-687

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20

DOI: 10.1080/02642069.2022.2070613

Access Statistics for this article

The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().