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Lookup NU author(s): Dr Saurabh BhattacharyaORCiD
This is the authors' accepted manuscript of an article that has been published in its final definitive form by Routledge, 2016.
For re-use rights please refer to the publisher's terms and conditions.
A substantial body of literature has been built up in experience marketing. In spite of that there is no cohesive framework that has systematically examined antecedents, formation and implications of customer experience, or has classified different aspects of customer experiences. The purpose of this article is to derive an integrative review of published articles on consumer experience and its related topics. The study synthesizes the research on customer experience through two different but interrelated streams: (1) experience as a product attribute or a complete product and (2) consumer experience created due to customer interaction with the physical environment or people. This article develops a framework that corroborates literature related to (1) definitional aspects of customer experience, (2) formation of customer experience, (3) asserting consumer psychology in engaging in the creation of experience and its consumption and (4) the effects of customer experience. We first review available prior research and present the salient features of these articles and their findings. The research gaps are then identified and a set of propositions provided, followed by directions for future research. This article also identifies some methodological issues that are relevant in the context of individual level effect on customer experience.
Author(s): Adhikari A, Bhattacharya S
Publication type: Article
Publication status: Published
Journal: Current Issues in Tourism
Year: 2016
Volume: 19
Issue: 4
Pages: 296-321
Online publication date: 12/10/2015
Acceptance date: 08/08/2015
Date deposited: 26/11/2018
ISSN (print): 1368-3500
ISSN (electronic): 1747-7603
Publisher: Routledge
URL: http://dx.doi.org/10.1080/13683500.2015.1082538
DOI: 10.1080/13683500.2015.1082538
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