Measuring customer experience in service: A systematic review

被引：86

作者：

Bueno, Eduardo Veiga ^{[1
]}

Beauchamp Weber, Tiziana Brenner ^{[1
]}

Bomfim, Emerson Luiz ^{[1
]}

Kato, Heitor Takashi ^{[1
]}

机构：

[1] Pontificia Univ Catolica ParanaPUCPR, Business Sch, Curitiba, Parana, Brazil

来源：

SERVICE INDUSTRIES JOURNAL | 2019年 / 39卷 / 11-12期

关键词：

Customer experience; service; measurement; marketing; MULTIPLE-ITEM SCALE; CONSUMER PERCEPTIONS; DOMINANT-LOGIC; SATISFACTION; QUALITY; DESIGN; OPERATIONS; MANAGEMENT; LOYALTY; CONCEPTUALIZATION;

D O I：

10.1080/02642069.2018.1561873

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

The aim of this systematic review is to identify how customer experience in the service sector has been measured in relevant publications in the marketing field. A sample of 33 papers was collected from two electronic databases-the Web of Science (Thomson Reuters) and Scopus (Elsevier)-covering a large number of publications. After analyzing the articles and reviewing the customer experience literature, the following are our main contributions: (i) clarification of the concepts that appear in the literature review of customer experience in the service sector; (ii) classification of the variables, scales, and constructs related to customer experience in service; (iii) demonstration of the service experience as the preponderant construct that is used to measure customer experience in service; and (iv) proposal of a new dimension-the concept of 'pre-experience'-to measure customer experience in service. These contributions can provide a more solid basis for measuring customer experience in service.

引用

页码：779 / 798

页数：20

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