Original scientific paper
https://doi.org/10.1080/1331677X.2022.2137822
Bibliometric analysis of the customer experience literature
Javier Gallardo-Garcia
Esther Pagán-Castaño,
Javier Sánchez-Garcia
María Guijarro-García
Abstract
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.
Keywords
Customer experience; customer journey; customer persona; customer experience management; net promoter score; bibliometrics
Hrčak ID:
306699
URI
Publication date:
30.4.2023.
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