IDEAS home Printed from https://ideas.repec.org/a/afy/journl/v3y2019i2p57-69.html
   My bibliography  Save this article

Is Consumer Experience the Next Best Thing? Reflections from a systematic review and research agenda proposition

Author

Listed:
  • Fernanda Bueno Cardoso Scussel

    (Federal University of Santa Catarina - UFSC)

Abstract

Literature recognizes consumer experience as an important construct to understand consumer behavior as well as the dominant basis for market differentiation. There is a growing body of knowledge on consumer experience, but little is known about the characteristics of its scientific production. Considering this, we performed a systematic review in order to provide an overview on consumer experience developments. We selected 414 articles for the final analysis and categorized them according to demographic, institutional and methodological criteria. Results indicated the predominance of empirical work, quantitative methods and organizational perspective. We concluded consumption experience is at the top of marketing agenda on research and practice, but it is still an incipient construct, lacking theoretical discussions, especially concerning its conceptualization, and the development of consumer perspective, which will lead consumer experience to the comprehension of consumption phenomena on its totality and complexity.

Suggested Citation

  • Fernanda Bueno Cardoso Scussel, 2019. "Is Consumer Experience the Next Best Thing? Reflections from a systematic review and research agenda proposition," CBR - Consumer Behavior Review, Universidade Federal de Pernambuco (UFPE), vol. 3(2), pages 57-69, December.
    • Handle: RePEc:afy:journl:v:3:y:2019:i:2:p:57-69
    as

    Download full text from publisher

    File URL: https://periodicos.ufpe.br/revistas/cbr/article/view/241195/33876
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. B. Joseph Pine & James H. Gilmore, 2013. "The experience economy: past, present and future," Chapters, in: Jon Sundbo & Flemming Sørensen (ed.), Handbook on the Experience Economy, chapter 2, pages 21-44, Edward Elgar Publishing.
    2. Arnould, Eric J & Price, Linda L, 1993. "River Magic: Extraordinary Experience and the Extended Service Encounter," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(1), pages 24-45, June.
    3. Holbrook, Morris B & Hirschman, Elizabeth C, 1982. "The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(2), pages 132-140, September.
    4. Firat, A Fuat & Venkatesh, Alladi, 1995. "Liberatory Postmodernism and the Reenchantment of Consumption," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 22(3), pages 239-267, December.
    5. Kevin Lane Keller & Donald R. Lehmann, 2006. "Brands and Branding: Research Findings and Future Priorities," Marketing Science, INFORMS, vol. 25(6), pages 740-759, 11-12.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Nuttavuthisit, Krittinee, 2014. "How consumers as aesthetic subjects co-create the aesthetic experience of the retail environment," Journal of Retailing and Consumer Services, Elsevier, vol. 21(4), pages 432-437.
    2. Andreini, Daniela & Pedeliento, Giuseppe & Zarantonello, Lia & Solerio, Chiara, 2018. "A renaissance of brand experience: Advancing the concept through a multi-perspective analysis," Journal of Business Research, Elsevier, vol. 91(C), pages 123-133.
    3. Sørensen, Flemming & Jensen, Jens Friis, 2015. "Value creation and knowledge development in tourism experience encounters," Tourism Management, Elsevier, vol. 46(C), pages 336-346.
    4. Andreini, Daniela & Pedeliento, Giuseppe & Zarantonello, Lia & Solerio, Chiara, 2019. "Reprint of "A renaissance of brand experience: Advancing the concept through a multi-perspective analysis"," Journal of Business Research, Elsevier, vol. 96(C), pages 355-365.
    5. Anne-Marie Lebrun & Che-Jen Su & Patrick Bouchet, 2021. "A More Sustainable Management of Domestic Tourists in Protected Natural Parks: A New Trend in Sport Tourism after the Covid-19 Pandemic?," Sustainability, MDPI, vol. 13(14), pages 1-21, July.
    6. Ramaswamy, Venkat & Ozcan, Kerimcan, 2016. "Brand value co-creation in a digitalized world: An integrative framework and research implications," International Journal of Research in Marketing, Elsevier, vol. 33(1), pages 93-106.
    7. Schembri, Sharon, 2009. "Reframing brand experience: The experiential meaning of Harley-Davidson," Journal of Business Research, Elsevier, vol. 62(12), pages 1299-1310, December.
    8. Skandalis, Alexandros & Byrom, John & Banister, Emma, 2019. "Experiential marketing and the changing nature of extraordinary experiences in post-postmodern consumer culture," Journal of Business Research, Elsevier, vol. 97(C), pages 43-50.
    9. Ulusoy, Emre, 2016. "Subcultural escapades via music consumption: Identity transformations and extraordinary experiences in Dionysian music subcultures," Journal of Business Research, Elsevier, vol. 69(1), pages 244-254.
    10. Holmqvist, Jonas & Diaz Ruiz, Carlos & Peñaloza, Lisa, 2020. "Moments of luxury: Hedonic escapism as a luxury experience," Journal of Business Research, Elsevier, vol. 116(C), pages 503-513.
    11. Jérôme Lacoeuilhe & Selima Ben Mrad & Samy Belaïd & Maria Petrescu, 2017. "Are brand benefits perceived differently in less developed economies ? A scale development and validation," Post-Print hal-01672929, HAL.
    12. Imran Khan & Mobin Fatma, 2022. "Using Netnography to Understand Customer Experience towards Hotel Brands," Sustainability, MDPI, vol. 15(1), pages 1-11, December.
    13. Hufrish Majra & Rajan Saxena & Sumi Jha & Srinath Jagannathan, 2016. "Structuring Technology Applications for Enhanced Customer Experience: Evidence from Indian Air Travellers," Global Business Review, International Management Institute, vol. 17(2), pages 351-374, April.
    14. DUBOIS, Bernard & LAURENT, Gilles & CZELLAR, Sandor, 2001. "Consumer rapport to luxury : Analyzing complex and ambivalent attitudes," HEC Research Papers Series 736, HEC Paris.
    15. Troiville, Julien & Hair, Joe F. & Cliquet, Gérard, 2019. "Definition, conceptualization and measurement of consumer-based retailer brand equity," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 73-84.
    16. Aurélie Hemonnet-Goujot & Pierre Valette-Florence, 2022. "“All you need is love”. From product design value perception to luxury brand love: An integrated framework," Post-Print hal-03562015, HAL.
    17. Calver, Stephen J. & Page, Stephen J., 2013. "Enlightened hedonism: Exploring the relationship of service value, visitor knowledge and interest, to visitor enjoyment at heritage attractions," Tourism Management, Elsevier, vol. 39(C), pages 23-36.
    18. Gry Agnete Alsos & Dorthe Eide & Einar Lier Madsen, 2014. "Introduction: innovation in tourism industries," Chapters, in: Gry Agnete Alsos & Dorthe Eide & Einar Lier Madsen (ed.), Handbook of Research on Innovation in Tourism Industries, chapter 1, pages 1-24, Edward Elgar Publishing.
    19. Jon Sundbo & Flemming Sørensen, 2013. "Introduction to the experience economy," Chapters, in: Jon Sundbo & Flemming Sørensen (ed.), Handbook on the Experience Economy, chapter 1, pages 1-18, Edward Elgar Publishing.
    20. Jiang, Kai & Luk, Sherriff Ting-kwong & Cardinali, Silvio, 2018. "The role of pre-consumption experience in perceived value of retailer brands: Consumers' experience from emerging markets," Journal of Business Research, Elsevier, vol. 86(C), pages 374-385.

    More about this item

    Keywords

    Consumer experience; Literature review; Research agenda;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:afy:journl:v:3:y:2019:i:2:p:57-69. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Marconi Costa (email available below). General contact details of provider: https://periodicos.ufpe.br/revistas/cbr .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.