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Lookup NU author(s): Dr Ying Tueanrat, Dr Eleftherios Alamanos, Professor Savvas PapagiannidisORCiD
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License (CC BY-NC-ND).
Customer journey has become an increasingly important concept to understand complex customer behaviours and get insights into their experiences. While the term has been used in diverse disciplines since the 1990s and its literature has grown more than sevenfold over the last eight years, understanding of the topic remains incoherent. This paper adopted a stream-based systematic review approach to identify the underlying themes of the customer journey presented in the business literature up to May 2020. 147 relevant papers were retrieved from Scopus, Web of Science and EBSCO for the analysis. The quantitative content analysis identified five underlying themes of the customer journey, namely, service satisfaction, failure and recovery, co-creation, customer response, channels and technological disruption. The results section reviewed and discussed each theme and its sub-themes in turn. The review identified important gaps in the literature related to the key stages of a customer journey.
Author(s): Tueanrat Y, Alamanos E, Papagiannidis E
Publication type: Article
Publication status: Published
Journal: Journal of Business Research
Year: 2021
Volume: 125
Pages: 336-353
Print publication date: 01/03/2021
Online publication date: 28/12/2020
Acceptance date: 11/12/2020
Date deposited: 13/12/2020
ISSN (print): 0148-2963
ISSN (electronic): 1873-7978
Publisher: Elsevier Inc.
URL: https://doi.org/10.1016/j.jbusres.2020.12.028
DOI: 10.1016/j.jbusres.2020.12.028
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