An assessment of customer experience concept: looking back to move forward

Dongmei Zha; Reza Marvi; Pantea  Foroudi; Charles  Dennis; Akiko Ueno; Zhongqi  Jin; TC  Melewar

An assessment of customer experience concept: looking back to move forward

Dongmei Zha, Reza Marvi, Pantea Foroudi , Charles Dennis , Akiko Ueno, Zhongqi Jin, TC Melewar

Marketing & Strategy

Research output: Chapter in Book/Published conference output › Chapter

Abstract

The goals of this study are (1) to identify the main knowledge structure of customer experience and (2) to understand how the knowledge structure of customer experience has changed over time. This study is based on three bibliometric methods: i.e. multidimensional scaling, hierarchical cluster analysis and exploratory factor analysis. This chapter identifies insularity of service marketing contributions, ambiguities of experiential marketing contributions as well as inadequacies of branding contributions as the three main issues to be dealt with to attain a fuller conceptualisation of customer experience.

Original language	English
Title of host publication	Building Corporate Identity, Image and Reputation in the Digital Era
Editors	T.C. Melewar, Charles Dennis, Pantea Foroudi
Chapter	10
Number of pages	29
ISBN (Electronic)	9781003080572
Publication status	Published - 30 Jul 2021

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title = "An assessment of customer experience concept: looking back to move forward",

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AU - Ueno, Akiko

AU - Jin, Zhongqi

AU - Melewar, TC

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An assessment of customer experience concept: looking back to move forward

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