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‘Welcome to the experience economy’: assessing the influence of customer experience literature through bibliometric analysis

Author

Listed:
  • Hélder Ferreira

    (Faculdade de Economia, Universidade do Porto)

  • Aurora A.C. Teixeira

    (CEF.UP, Faculdade de Economia, Universidade do Porto; INESC Porto; OBEGEF)

Abstract

Some 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.

Suggested Citation

  • Hélder Ferreira & Aurora A.C. Teixeira, 2013. "‘Welcome to the experience economy’: assessing the influence of customer experience literature through bibliometric analysis," FEP Working Papers 481, Universidade do Porto, Faculdade de Economia do Porto.
    • Handle: RePEc:por:fepwps:481
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    File URL: http://www.fep.up.pt/investigacao/workingpapers/wp481.pdf
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    References listed on IDEAS

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    1. Silva, Ester G. & Teixeira, Aurora A.C., 2008. "Surveying structural change: Seminal contributions and a bibliometric account," Structural Change and Economic Dynamics, Elsevier, vol. 19(4), pages 273-300, December.
    2. Ben Van Calster, 2012. "It takes time: A remarkable example of delayed recognition," Journal of the American Society for Information Science and Technology, Association for Information Science & Technology, vol. 63(11), pages 2341-2344, November.
    3. Stuart, F. Ian, 2006. "Designing and executing memorable service experiences: Lights, camera, experiment, integrate, action!," Business Horizons, Elsevier, vol. 49(2), pages 149-159.
    4. Nigel Hemmington, 2007. "From Service to Experience: Understanding and Defining the Hospitality Business," The Service Industries Journal, Taylor & Francis Journals, vol. 27(6), pages 747-755, September.
    5. Antonio‐Rafael Ramos‐Rodríguez & José Ruíz‐Navarro, 2004. "Changes in the intellectual structure of strategic management research: a bibliometric study of the Strategic Management Journal, 1980–2000," Strategic Management Journal, Wiley Blackwell, vol. 25(10), pages 981-1004, October.
    6. Pedro Cosme Vieira & Aurora A. C. Teixeira, 2010. "Are finance, management, and marketing autonomous fields of scientific research? An analysis based on journal citations," Scientometrics, Springer;Akadémiai Kiadó, vol. 85(3), pages 627-646, December.
    7. Aurora A. C. Teixeira & Luisa Mota, 2012. "A bibliometric portrait of the evolution, scientific roots and influence of the literature on university–industry links," Scientometrics, Springer;Akadémiai Kiadó, vol. 93(3), pages 719-743, December.
    8. J.J. Brakus & B.H. Schmitt & L. Zarantonello, 2009. "Brand Experience: What Is It? How Do We Measure It? And Does It Affect Loyalty?," Post-Print hal-00799102, HAL.
    9. Grewal, Dhruv & Levy, Michael & Kumar, V., 2009. "Customer Experience Management in Retailing: An Organizing Framework," Journal of Retailing, Elsevier, vol. 85(1), pages 1-14.
    10. Ben Calster, 2012. "It takes time: A remarkable example of delayed recognition," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 63(11), pages 2341-2344, November.
    11. 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.
    12. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
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    Citations

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    Cited by:

    1. Pop Ciprian Marcel & Băcilă Mihai Florin & Slevaș-Stanciu Clarisa Doriana, 2018. "Students’ Total Experience within a Romanian Public University," Marketing – from Information to Decision Journal, Sciendo, vol. 1(1), pages 29-40, January.
    2. 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," Games, MDPI, vol. 4(3), pages 1-29, September.
    3. Felix Amoah & Laetitia Radder & Marlà van Eyk, 2018. "A Comparison of Rural and Urban Tourism Experiences: A South African Example," Journal of Economics and Behavioral Studies, AMH International, vol. 10(2), pages 239-249.
    4. João Correia-da-Silva & Joana Pinho & Hélder Vasconcelos, 2013. "Cartel stability and profits under different reactions to entry in markets with growing demand," FEP Working Papers 487, Universidade do Porto, Faculdade de Economia do Porto.
    5. Stephanie Nguyen & Sylvie Llosa, 2021. "Using bibliometric analysis to perform a longitudinal review of the technology-driven literature on customer experience," Post-Print hal-03324147, HAL.

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    More about this item

    Keywords

    Customer experience; Scientific influence; Bibliometrics; Citations;
    All these keywords.

    JEL classification:

    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other
    • C89 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - Other

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