Gaps, Inconsistencies, Contradictions and Future Research Directions Within Customer Experience Management
Proceedings of The 24th World Multi-Conference on Systemics, Cybernetics and Informatics (WMSCI 2020) Systematic Literature Overview: Gaps, Inconsistencies, Contradictions and Future Research Directions within Customer Experience Management Gundars KOKINS Faculty of Engineering Economics and Management, Riga Technical University Riga, Latvia Anita STRAUJUMA Faculty of Engineering Economics and Management, Riga Technical University Riga, Latvia ABSTRACT oriented/driven” marketing as the replacement for the already outdated “goods -oriented marketing”, the research of The topic of Customer Experience Management has been customer experience turned to establishing processes, actively debated over the last 25 years, however, marketing measurements, tools and methods of mapping, designing and practitioners and theorists still don’t seem to agree on the measuring customer experiences in organizations in the dimensions, definitions and nature of the construct. New second half of the 2000’s. emerging technologies such as wearable gadgets, IoT and natural language processing constantly offer new frontiers in However, despite this construct growing larger and wider, both practical and theoretical research. The purpose of this papers published in the past few years are pointing out the literature overview is to identify the various research topics, lack of the most basic and fundamental of research questions issues and criticism within previous research and further having been answered and established within “customer research directions suggested, to identify reoccurring topics experience management” construct – such as definition, and points of issue, gaps within the theory or empirical proof, context, dimensions and foundation [3]. Some even question and be able to determine whether those points are addressed the novelty and independence of this research stream, in later research.
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