Customer experience: a systematic literature review and consumer culture theory-based conceptualisation
- Published: 15 February 2020
- Volume 71 , pages 135–176, ( 2021 )
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- Muhammad Waqas 1 ,
- Zalfa Laili Binti Hamzah 1 &
- Noor Akma Mohd Salleh 2
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The study aims to summarise and classify the existing research and to better understand the past, present, and the future state of the theory of customer experience. The main objectives of this study are to categorise and summarise the customer experience research, identify the extant theoretical perspectives that are used to conceptualise the customer experience, present a new conceptualisation and conceptual model of customer experience based on consumer culture theory and to highlight the emerging trends and gaps in the literature of customer experience. To achieve the stated objectives, an extensive literature review of existing customer experience research was carried out covering 49 journals. A total of 99 empirical and conceptual articles on customer experience from the year 1998 to 2019 was analysed based on different criteria. The findings of this study contribute to the knowledge by highlighting the role of customer attribution of meanings in defining their experiences and how such experiences can predict consumer behaviour.
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Waqas, M., Hamzah, Z.L.B. & Salleh, N.A.M. Customer experience: a systematic literature review and consumer culture theory-based conceptualisation. Manag Rev Q 71 , 135–176 (2021). https://doi.org/10.1007/s11301-020-00182-w
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DOI : https://doi.org/10.1007/s11301-020-00182-w
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Customer satisfaction is considered as the "cornerstone" of marketing, which is presented in many works the final aim of marketing function. Although the specialty literature has tried to provide multiple definitions of the concept of consumer satisfaction, has not yet reached a consensus on the elements of a widely accepted definition. The lack of consensus limits the contribution of the consumer satisfaction theory. This paper analyzes the main problems that persist in defining consumer satisfaction and suggest some implications for managers.
Ahmet Nuri KUCUKOSMANOGLU
"This paper provides a review on consumer satisfaction in four areas: 1) definition and importance of satisfaction, 2) antecedents or determinants, 3) measurement of satisfaction, 4) consequences of consumer satisfaction. An emphasis is placed on providing a conceptual basis for understanding existing literature in definition part."
Théophile B . Nassè
The purpose of this research is to redefine the construct of customer satisfaction in a marketing perspectives. This research relies on qualitative approach and it is characterized by a comprehensive systematic literature review, and a thorough documentary analysis on the construct of customer satisfaction. The findings imply that there should be a consideration of customer satisfaction by marketers and other industry players. Customer satisfaction should be highly valued in marketing strategic decisions for companies to be competitive and performant. To the best of the author's knowledge, this research reveals how marketers and industry players should understand customer satisfaction and how it is important for companies' success.
Marketing Science eJournal
Anne Suhaniya
Customer satisfaction is a primary marketing construct in the last three decades. In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing once. However, in this present decade, companies have gained better understanding of the importance of customer satisfaction (especially service producing companies) and adopted it as a high priority operational goal. This review examines with the variety of literature support the relationship of variables with respect to customer satisfaction. To broaden and make possible further studies contextually and empirically, a mind-map is presented to show how these relationship variables relate to customers satisfaction. This would improve the studies related to customer satisfaction in particular.
The main objective of this work is to develop a practical approach to improve customer satisfaction, which is generally regarded as the pillar of customer loyalty to the company. Today, customer satisfaction is a major challenge. In fact, listening to the customer, anticipating and properly managing his claims are stone keys and fundamental values for the enterprise. From a perspective of the quality of the product, skills, and mostly, the service provided to the customer, it is essential for organizations to differentiate themselves, especially in a more competitive world, in order to ensure a higher level of customer satisfaction. Ignoring or not taking into account customer satisfaction can have harmful consequences on both the economic performances and the organization's image. For that, it is crucial to develop new methods and have new approaches to THE PROBLEMATIC customer dissatisfaction, by improving the services quality provided to the costumer. This work describes a simple and practical approach for modeling customer satisfaction for organizations in order to reduce the level of dissatisfaction; this approach respects the constraints of the organization and eliminates any action that can lead to loss of customers and degradation of the image of the organization. Finally the approach presented in this document is tested and evaluated.
Thusyanthy Vadivelu
In marketing, customer satisfaction is considered as a key construct in the last few decades. Previously it is a less acceptable construct, since most of the marketing oriented organizations are perceived that attracting new customers better than retaining existing one. However, currently, these organizations are using customer satisfaction as a prime business performance indicator and a weapon in the dynamic environment to get the sustainable competitive advantage. This customer satisfaction is impact by several variables and dimensions. Therefore, this qualitative comprehensive review examines with the variety of literature support the relationship of variables with respect to customer satisfaction. To broaden and make possible further studies contextually and empirically, a mind-map is presented to show how these relationship variables relate to customers satisfaction. This would improve the studies related to customer satisfaction in particular. Abstract-In marketing, customer satisfaction is considered as a key construct in the last few decades. Previously it is a less acceptable construct, since most of the marketing oriented organizations are perceived that attracting new customers better than retaining existing one. However, currently, these organizations are using customer satisfaction as a prime business performance indicator and a weapon in the dynamic environment to get the sustainable competitive advantage. This customer satisfaction is impact by several variables and dimensions. Therefore, this qualitative comprehensive review examines with the variety of literature support the relationship of variables with respect to customer satisfaction. To broaden and make possible further studies contextually and empirically, a mind-map is presented to show how these relationship variables relate to customers satisfaction. This would improve the studies related to customer satisfaction in particular.
International Journal of Tourism and Hospitality Management in the Digital Age
Dr.Sara Sarwari
In the service industry, one of the main challenges is to provide customer satisfaction. Though the number of budget hotel in Bangladesh is increasing, but customer satisfaction of these hotels are still ignored. The aim of the study is to identify the determinants that satisfy the customers in these hotels. The research targeted a total of 350 selected respondents from different budget hotels in Bangladesh. The descriptive analyses were conducted by using Amos SPSS 24. Findings reveal that price is the ultimate preference for budget hotels along with products and service quality for satisfying customers. Customers are unconcerned with the services provided by the hotel staff and the location of the hotel as well.
Journal of marketing Research
GILBERT A. CHURCHILL, JR., and CAROL SURPRENANT* ... The authors investigate whether it is necessary to include disconfirmation as an intervening variable affecting satisfaction as is commonly argued, or whether the effect of ...
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II. LITERATURE REVIEW A. Customers’ Satisfaction Customer satisfaction represents a modern approach for quality in organizations that serves the development of a truly customer-focused management and culture. An immediate, meaningful and objective feedback about clients’ preference and expectations
- Noradiva Hamzah , N. Ishak , Nurul Izzah Mohd
- Business, Economics
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17 References
Relationship between customer satisfaction and service quality of islamic banks, customer satisfaction measurement in the private bank sector.
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Service quality in the banking sector in an emerging economy: a consumer survey
Factor influences selection of islamic banking: a study on malaysian customer preferences, islamic banking: a study of customer satisfaction and preferences in jordan, banking behavior of islamic bank customers: perspectives and implications, why do malaysian customers patronise islamic banks, the selection of banks and banking services among corporate customers in south africa, determinants of customer satisfaction in retail banking, conventional and islamic banks: patronage behaviour of jordanian customers, related papers.
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LITERATURE REVIEW CUSTOMER SATISFACTION DETERMINATION AND LEVEL OF COMPLAINT: PRODUCT QUALITY AND SERVICE QUALITY
- Yusuf Indra Wibowo Management Program, Open University, Indonesia
Previous research or relevant research is very important in a scientific research or article. Previous research or relevant research serves to strengthen the theory and influence of relationships or influences between variables. Article ini review customer satisfaction determination and complaint level: Product Quality and Service Quality Analysis , A Study of Marketing Management Literature. The purpose of writing this article is to build a hypothesis of influence between variables to be used in future research. The result of this risearch library is that: 1) Product Quality affects Customer Satisfaction; 2) Service Quality affects Customer Satisfaction; 3) Product Quality affects complaint level; 4) Service Quality affects complaint level; and 5) Customer Satisfaction affects complaint level.
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The literature pertaining to relationships among customer satisfaction, customer loyalty, and profitability has two dimenstions: The first, service management literature, proposes that customer satisfaction influences customer loyalty, which in turn affects profitability.
Customer satisfaction (CS) has attracted serious research attention in the recent past. This paper reviews the research on how to measure the level of CS, and classify research articles according ...
This systematic literature review concludes that customer experience is a burgeoning research area that requires more scholarly attention due to the ever-changing technological landscape.
Therefore, the goal This article aims to provide a clearer understanding of the relationship between satisfaction and customer loyalty by conducting a systematic literature review of 200 Scopus ...
Customer satisfaction is interesting to study because it is one of the most important factors for businesses to increase their income. This research examined earlier research on customer ...
Customer satisfaction (CS) has attracted serious research attention in the recent past year. Customer satisfaction is now for all companies the primary criterion for the assessment of their relationship with the market, a permanent object of their operating policies and an important element for the reinforcement of company reputation, as well as a fundamental guide to direct operational ...
The subject of this article is customer satisfaction, loyalty, knowledge and business competitiveness from the perspective of a food-industry customer. This article aims to analyse the relationship...
Literature Review This section overviews the existing literature, case studies, and pieces of evidence about the elements of the SERVQUAL model, namely, the dimension of service quality, customer satisfaction, and customer loyalty.
How is the research that illuminates customer-related improvements conducted? How are customer-related improvements described in the research literature? How can the research and practice of customer-related improvement be developed? A systematic literature review has been conducted to answer the research questions and accomplish the purpose.
The rest of the article includes literature review that covers the theoretical framework on customer experience, satisfaction, word-of-mouth intention and customer loyalty.
Literature Review Customer Satisfaction Understanding Satisfaction is the level of a person's feelings after comparing the performance or perceived results compared with expectations (Susanto, 2010).
A THOROUGH LITERATURE REVIEW OF CUSTOMER SATISFACTION DEFINITION, FACTORS AFFECTING CUSTOMER SATISFACTION AND MEASURING CUSTOMER SATISFACTION. Razafimanjary MaminiainaAimee Published in International Journal of… 30 September 2019 Business
The review of literature on CS brings to light some significant concepts about satisfaction that may be necessary to clarify in measuring the construct. First, while some authors perceive satisfaction as cumulative, others view it as transactional.
By delivering excellent service, a company builds trust, satisfaction, loyalty, and enhances the overall customer experience.
Abstract There is a desperate need for new research that will advance customer satisfaction (CS) and service quality (SO) methodologies in the hospitality industry. This comprehensive review of the theories and methodologies reported in CS and SQ studies cited in the hospitality literature provides suggestions for future CS and SQ research in the hospitality field. First, the theoretical and ...
A Literature Review and Critique on Customer Satisfaction. Huan Liu. Abstract: The concept of customer satisfaction has attracted much attention in recent years. Organizations that try to analyze this concept should begin with an understanding of various customer satisfaction models. In this paper, the emphasis is on reviewing the main concepts ...
An extensive review of the literature suggests a lack of bibliometric studies that examine and scientifically map the body of knowledge related to service quality and customer satisfaction. This research aims to examine the trends in service quality and customer satisfaction research, identify the gaps, and propose future research agenda.
LITERATURE REVIEW A. Customers' Satisfaction Customer satisfaction represents a modern approach for quality in organizations that serves the development of a truly customer-focused management and culture.
This article discusses the influence of Product Quality and Quality of Service on Customer Satisfaction and their impact on Complaint Levels, (A Study of Marketing Management Literature).
Article ini review customer satisfaction determination and complaint level: Product Quality and Service Quality Analysis, A Study of Marketing Management Literature.
PDF | On Sep 30, 2019, Razafimanjary MaminiainaAimee published A THOROUGH LITERATURE REVIEW OF CUSTOMER SATISFACTION DEFINITION, FACTORS AFFECTING CUSTOMER SATISFACTION AND MEASURING CUSTOMER ...
Abstract Customer satisfaction is at the heart of any successful business entity. The influence of service quality on the role of customer orientation in achieving greater customer satisfaction in the banking industry from the perspective of customers has not received the required attention in the marketing literature.
There exist definitely other factors other than customer satisfaction that form the customer loyalty and retention such as personal determinism and social factors.
Attaining customer satisfaction and loyalty is seen as a prerequisite for successful bank management. ... The following were analyzed in the studies included in the systematic literature review ...