IDEAS home Printed from
MyIDEAS: Log in (now much improved!) to save this paper

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

Listed author(s):
  • Hélder Ferreira


    (Faculdade de Economia, Universidade do Porto)

  • Aurora A.C. Teixeira


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

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.

If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

File URL:
Download Restriction: no

Paper provided by Universidade do Porto, Faculdade de Economia do Porto in its series FEP Working Papers with number 481.

in new window

Length: 26 pages
Date of creation: Jan 2013
Handle: RePEc:por:fepwps:481
Contact details of provider: Postal:
Rua Dr. Roberto Frias, 4200 PORTO

Phone: 351-22-5571100
Fax: 351-22-5505050
Web page:

More information through EDIRC

References listed on IDEAS
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.:

in new window

  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. 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.
  3. 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.
  4. Pedro Cosme Vieira & Aurora A.C. Teixeira, 2006. "Are Finance, Management, and Marketing Autonomous Fields of Scientific Research? An Analysis Based on Journal Citations," FEP Working Papers 233, Universidade do Porto, Faculdade de Economia do Porto.
  5. Stuart, F. Ian, 2006. "Designing and executing memorable service experiences: Lights, camera, experiment, integrate, action!," Business Horizons, Elsevier, vol. 49(2), pages 149-159.
Full references (including those not matched with items on IDEAS)

This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

When requesting a correction, please mention this item's handle: RePEc:por:fepwps:481. See general information about how to correct material in RePEc.

For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: ()

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 references are entirely missing, you can add them using this form.

If the full references list an item that is present in RePEc, but the system did not link 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 profile, as there may be some citations waiting for confirmation.

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

This information is provided to you by IDEAS at the Research Division of the Federal Reserve Bank of St. Louis using RePEc data.