Abstract
Purpose
In recent decades, customer experiences (CXs) have gained considerable attention from both academics and service industries. However, the role of digital technologies in CXs is largely ignored. This study aims to explore the manners of digital experience (DX) and to leverage these manners for service design.
Design/methodology/approach
A total of 2,178 journal articles published as of January 2022 were collected from nine high-impact service journals. Social network analysis and cluster analysis were used to analyze 5,289 keywords and 22,645 edges.
Findings
Four DX manners (utility, sociability, informativeness and arousal) are identified from the keywords of the qualifying articles.
Originality/value
A digital experience service model is developed based on the concept of CX and DX manners. Academic and managerial contributions are discussed.
Reference70 articles.
1. Brand equity, online reviews, and message trust: the moderating role of persuasion knowledge;Journal of Product & Brand Management,2020
2. The intellectual structure of customer experience research in service scholarship: a bibliometric analysis;The Service Industries Journal,2022
3. Direct and indirect negatively valenced engagement behavior;Journal of Services Marketing,2020
4. Service encounter microblog word of mouth and its impact on firm reputation;Journal of Services Marketing,2020
5. Customer experience: fundamental premises and implications for research;Journal of the Academy of Marketing Science,2020
Cited by
6 articles.
订阅此论文施引文献
订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献