Bibliometric analysis of the customer experience literature

Bibliographic Data

ID15066404
AuthorsJavier Gallardo-Garcia (ESIC Business & Marketing School, València, Spain, corresponding author), Esther Pagán-Castaño (0000-0001-6208-4180, ESIC Business & Marketing School, València, Spain), Javier Sánchez-Garcia (Department of Business Administration and Marketing, JI Universitat Jaume I, Castellón, Spain), Javier Sánchez (0000-0002-7865-0076, Universitat Jaume I), María Guijarro-García (0000-0003-3755-7788, ESIC Business & Marketing School, València, Spain)
Year2023
Volume36
Issue2
Publication date2023-07-10
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueEconomic Research-Ekonomska Istraživanja (JOURNAL)
Journal identifiersISSN: 1331-677X • E-ISSN: 1848-9664
PublisherInforma UK Limited (PUBLISHER • GB)
DOI10.1080/1331677x.2022.2137822
OpenAlexW4308842149
LanguageEN
References cited79

This article provides an extensive review and analysis of the customer experience (CX) literature. This growing, highly topical research area draws on contributions from multiple disciplines, including marketing, philosophy, management and psychology. The present analysis was performed using 1,358 articles published between 1996 and 2021 and indexed in the Web of Science (WoS) database. These articles were analysed using bibliometric methods. The analysis provides insights into the volume of publications, most cited articles and authors, most prolific institutions and countries, and keywords in CX research. The findings provide an up-to-date picture of CX as an academic concept. They also help identify new lines of research on CX and other associated concepts

Computer Science · Consumer Behavior in Brand Consumption and Identification · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty

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