Affiliation:
1. Department of Managerial Psychology and Sociology, Faculty of Management University of Warsaw Warsaw Poland
2. Department of Entrepreneurship and Management Systems, Faculty of Management University of Warsaw Warsaw Poland
Abstract
AbstractThis review aims to examine the latest research on online customer experience (OCE), which can be defined as consumer's cognitive, emotional, and behavioral response to interactions between customer and company occurring through digital channels (e.g., websites, social media, mobile apps). To achieve this, we utilized a hybrid review approach that incorporates quantitative bibliometric analysis and qualitative systematic literature review techniques. We identified publication trends, prominent authors and outlets, and the evolution of research themes based on 141 articles published since the last systematic review 11 years ago. Our framework‐based review identified frequently studied antecedents, dimensions, and outcomes of OCE, and identified new themes related to m‐commerce and augmented/virtual reality. We also identified gaps in the current literature and proposed 14 areas of future research using the TCM framework.
Subject
Marketing,Public Health, Environmental and Occupational Health,Economics and Econometrics,Applied Psychology
Reference215 articles.
1. ABDC. (2019).Australian Business Deans Council Journal Quality List.
2. Emotional Conservatism: The Basis of Social Behavior?
3. Patient experience in the digital age: An investigation into the effect of generational cohorts;Alkire L.;Journal of Retailing and Consumer Services,2020
4. Examining consumers' continuous usage of multichannel retailers' mobile applications;Al‐Nabhani K.;Psychology & Marketing,2022
5. Examining tourism consumers' attitudes and the role of sensory information in virtual reality experiences of a tourist destination;Alyahya M.;Journal of Travel Research,2021
Cited by
13 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