IDEAS home Printed from https://ideas.repec.org/a/ids/ijemre/v13y2022i2p137-156.html
   My bibliography  Save this article

Twenty years of online customer experience: a bibliometric review and research agenda

Author

Listed:
  • Mehak Goyal
  • Pankaj Deshwal

Abstract

Online customer experience (OCE) has become a major source of competitive advantage therefore, have been emphasised in literature by practitioners and academicians. This study is an attempt to better understand the intellectual structure of online customer experience research in extant literature. The purpose of this review is to examine and evaluate the subsisting theories, components, facets and various methodology of OCE research studied during 2000-2020. In the study 585 research articles from various reputed journals published in the last two decades are used for performing bibliometric analysis. VOSviewer software based on smart local moving (SML) algorithm is used for conducting both co-citation and co-word analysis. Findings revealed the most eminent research articles, most influential author and most occurred keywords. This holistic review will provide future directions and act as a foundation of emerging issues in the domain of OCE.

Suggested Citation

  • Mehak Goyal & Pankaj Deshwal, 2022. "Twenty years of online customer experience: a bibliometric review and research agenda," International Journal of Electronic Marketing and Retailing, Inderscience Enterprises Ltd, vol. 13(2), pages 137-156.
    • Handle: RePEc:ids:ijemre:v:13:y:2022:i:2:p:137-156
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=121803
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    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:ids:ijemre:v:13:y:2022:i:2:p:137-156. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=43 .

    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.