#5435. Customer experience research: intellectual structure and future research opportunities

August 2026publication date
Proposal available till 16-05-2025
4 total number of authors per manuscript0 $

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Journal’s subject area:
Strategy and Management;
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Abstract:
Purpose: This article aims to synthesize and integrate current research on customer experience (CX), identifying the intellectual structure of the field, systematizing a conceptual framework and identifying future research opportunities. Design/methodology/approach: To analyze 629 articles published in peer-reviewed journals in almost four decades, this study employs both bibliometric co-keyword and thematic literature analysis in a complementary way.
Keywords:
Bibliometry; Co-creation; Customer experience; Service experience; Technology

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