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Customer experience: a systematic literature review and consumer culture theory-based conceptualisation

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  • Muhammad Waqas

    (University of Malaya)

  • Zalfa Laili Binti Hamzah

    (University of Malaya)

  • Noor Akma Mohd Salleh

    (University of Malaya)

Abstract

The study aims to summarise and classify the existing research and to better understand the past, present, and the future state of the theory of customer experience. The main objectives of this study are to categorise and summarise the customer experience research, identify the extant theoretical perspectives that are used to conceptualise the customer experience, present a new conceptualisation and conceptual model of customer experience based on consumer culture theory and to highlight the emerging trends and gaps in the literature of customer experience. To achieve the stated objectives, an extensive literature review of existing customer experience research was carried out covering 49 journals. A total of 99 empirical and conceptual articles on customer experience from the year 1998 to 2019 was analysed based on different criteria. The findings of this study contribute to the knowledge by highlighting the role of customer attribution of meanings in defining their experiences and how such experiences can predict consumer behaviour.

Suggested Citation

  • Muhammad Waqas & Zalfa Laili Binti Hamzah & Noor Akma Mohd Salleh, 2021. "Customer experience: a systematic literature review and consumer culture theory-based conceptualisation," Management Review Quarterly, Springer, vol. 71(1), pages 135-176, February.
    • Handle: RePEc:spr:manrev:v:71:y:2021:i:1:d:10.1007_s11301-020-00182-w
    DOI: 10.1007/s11301-020-00182-w
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    More about this item

    Keywords

    Customer experience; Literature review; Consumer culture theory; Online experience;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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