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Cited by 323

The DOI matches its Crossref record; 16 of the 16 references it cites were found in a registry or an index.

Two decades of customer experience research in hospitality and tourism: A bibliometric analysis and thematic content analysis

Kim, Hyunsu, So, Kevin Kam Fung·2022·International Journal of Hospitality Management
DOI 10.1016/j.ijhm.2021.103082
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Abstract

This article presents a state-of-the-art systematic review of the evolution and structure of empirical research on customer experience in hospitality and/or tourism settings based on 1248 articles published in 13 leading hospitality and tourism journals between January 1998 and May 2021. Using Web of Science database and the PRISMA technique, research articles on customer experience were extracted and analyzed to uncover this topic’s intellectual development and key themes through a mixed-methods approach of quantitative bibliometric and qualitative content analyses. The bibliometric analysis enabled scientific investigation and visualization of the scholarly customer experience research. Based on grounded theory, content analysis was subsequently conducted to establish theoretical building blocks of customer experience, providing a conceptual model of this concept. Overall, this study extensively investigates customer experience literature in the hospitality and tourism. Findings provide a holistic understanding of customer experience, illustrate the topic’s scholarly evolution, and reveal key directions for future research.

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Metadata

Authors
Kim, H., & So, K. K. F.
Venue
International Journal of Hospitality Management
Publisher
Elsevier BV
Published
2022-01
Volume
100
Pages
103082
ISSN
0278-4319 (ISSN-L)
DOI
10.1016/j.ijhm.2021.103082
OpenAlex
W3209752261
Cited by
323
References
16
FWCI
44.82
Type
journal article
Language
en
Open access
closed

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Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.