Customer Experience Management: Scientometric Analysis to Record the Past and Illustrate the Future

Subject Areas : Marketing

pegah Hoodi ¹ , Tahmours Hasangholi Pouryasouri ²

1 - International branch of University of Tehran, Kish, Iran
2 - University of Tehran, Tehran, Iran

Received: 2023-01-31 Accepted : 2023-04-02 Published : 2023-07-01

Keywords: research trends, bibliographic analysis, Customer Experience Management,

Abstract :

Purpose: One of the debates that has received much attention by many researchers in recent years and provided a platform to examine its various fields is customer experience management. Companies can differentiate themselves from competitors, create greater customer loyalty, and provide stronger brand relations via the experiences provided to their customers. The present study is aimed to identify the changes and progress made in customer experience management. Methodology: For this purpose, the papers available in the Web of Science database were analyzed over a period of 24 years (1998 to 2022) using scientometric methods.Findings: The results of the study present a comprehensive review of the field of customer experience management by identifying its basics, provide influential works and intellectual link between the works. It is noteworthy that the present analysis reveals more cited articles, key authors, keywords, intellectual turning points, and emerging research trends in this field. Conclusion: These results help researchers to perceive the boundaries of the researches conducted in customer experience management and gain valuable scientific information through which they can determine the development process of their future studies.