Comprehensive Literature Review of Customer Experience Paradigms
Document Type
Article
Publication Date
4-2024
Abstract
This paper aims to explore customer experience extensively within the existing literature. Commencing with a critical examination of the current landscape and the controversies it encapsulates, the paper will focus on diverse definitions of customer experience and its constituent elements such as touchpoints, individual context, and discrete emotions. Subsequently, an evaluative review of the arguments employed to measure customer experience will be presented, emphasizing their differentiation from crucial marketing metrics. Lastly, the paper will culminate in a synthesis that addresses the primary research lacunae in this field. We benefit from a more detailed exploration of how these differing perspectives impact the practical application of customer experience strategies in marketing or business contexts. This further enhances the understanding of why reaching a consensus on its definition remains challenging and why various interpretations persist.
Recommended Citation
Triviño, J.B. (2024). Comprehensive Literature Review of Customer Experience Paradigms, Journal of Business, Ethics and Society, 4(1), 1-12.
