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

Stephanie Nguyen () and Sylvie Llosa ()
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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

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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).

Keywords: bibliometry; customer; technology (search for similar items in EconPapers)
Date: 2021-05-25
New Economics Papers: this item is included in nep-ban and nep-ino
Note: View the original document on HAL open archive server: https://hal.science/hal-03324147v1
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Published in European Marketing Association Conference (EMAC), May 2021, Madrid, Spain

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