Measuring customer experience in service: A systematic review

By E. Bueno, Tiziana Brenner Beauchamp Weber, Emerson Luiz Bomfim, Heitor Takashi Kato. Service Industries Journal, 2019

126 citations recorded by the source corpus.

ABSTRACT 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.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/fc9f160af0fcd4bab7ec79c3c6abff42635d1ef2

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In Organizational Behavior and Human Resource Management

  1. Muhammad Usman
  2. Moazzam Ali
  3. Muhammad Luqman Tauheed Rana
  4. Muhammad Khalid Anser
  5. Zahid Yousaf

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