An assessment of customer experience concept: looking back to move forward

Zha, Dongmei, Marvi, Reza ORCID: https://orcid.org/0000-0002-2583-4613, Foroudi, Pantea ORCID: https://orcid.org/0000-0003-4000-7023, Dennis, Charles ORCID: https://orcid.org/0000-0001-8793-4823, Ueno, Akiko ORCID: https://orcid.org/0000-0001-6157-3193, Jin, Zhongqi ORCID: https://orcid.org/0000-0002-2881-2188 and Melewar, T. C. (2021) An assessment of customer experience concept: looking back to move forward. In: Building Corporate Identity, Image and Reputation in the Digital Era. Melewar, T. C., Dennis, Charles ORCID: https://orcid.org/0000-0001-8793-4823 and Foroudi, Pantea ORCID: https://orcid.org/0000-0003-4000-7023, eds. Routledge Studies in Marketing . Routledge, London, pp. 289-306. ISBN 9780367531232, e-ISBN 9781003080572, pbk-ISBN 9780367531249. [Book Section] (doi:10.4324/9781003080572-13)

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Abstract

Based on the overarching research purpose of this paper centered around building a new CX conceptual framework, the research objectives are: (1) to identify the main knowledge structure of customer experience; (2) to understand how the knowledge structure of customer experience has changed over time.

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