‘Welcome to the experience economy’: assessing the influence of customer experience literature through bibliometric analysis
AbstractSome publications strongly influence how research in a field evolves and in which direction, particularly by introducing and developing new concepts and insights. The analysis of such seminal publications is an interesting way to examine a scholar’s or a theory’s influence on a discipline. It is a sound and valuable method for introducing newcomers to a field, while also providing incumbent researchers with thorough and encompassing updates. In the last few years there has been increasing interest from both academia and practitioners in the topic of customer experience. Pine II and Gilmore’s article published in 1998 in the Harvard Business Review (‘Welcome to the experience economy’) is seen by many as a key forerunner in this area of research. The present paper explores the ‘small world’ of Pine II and Gilmore, based on bibliometric tools. An in-depth analysis of the scientific influence of this article was performed, based on the citations it has received since it was published (1998) to 2012. The results confirm the broad scope of influence of the concept of ‘customer experience’. Indeed, Pine II and Gilmore’s article has been cited by authors from a wide range of scientific areas, not only in business and management but also tourism, sport, leisure and hospitality. Moreover, measurement and innovation emerge as underrepresented sub-topics within customer experience research. Finally, an appeal is made for more quantitative-led research in this field of study.
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Bibliographic InfoPaper provided by Universidade do Porto, Faculdade de Economia do Porto in its series FEP Working Papers with number 481.
Length: 26 pages
Date of creation: Jan 2013
Date of revision:
Customer experience; Scientific influence; Bibliometrics; Citations;
Find related papers by JEL classification:
- M39 - Business Administration and Business Economics; Marketing; Accounting - - Marketing and Advertising - - - Other
- C89 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - Other
This paper has been announced in the following NEP Reports:
- NEP-ALL-2013-04-13 (All new papers)
- NEP-SOG-2013-04-13 (Sociology of Economics)
- NEP-TUR-2013-04-13 (Tourism Economics)
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Gentile, Chiara & Spiller, Nicola & Noci, Giuliano, 2007. "How to Sustain the Customer Experience:: An Overview of Experience Components that Co-create Value With the Customer," European Management Journal, Elsevier, vol. 25(5), pages 395-410, October.
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FEP Working Papers
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- Ana Pinto Borges & Didier Laussel & João Correia-da-Silva, 2013.
"Multidimensional Screening with Complementary Activities: Regulating a Monopolist with Unknown Cost and Unknown Preference for Empire Building,"
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