Mapping customer experience: a taxonomical study using bibliometric visualization

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Pranay Sindhu ◽  
Kumkum Bharti
Keyword(s):  
Web Of Science ◽  
Software Tool ◽  
Customer Experience ◽  
Research Field ◽  
Future Research ◽  
Asian Countries ◽  
Content Type ◽  
Research Areas ◽  
Practical Implications ◽  
Taxonomical Study

Purpose This study aims to examine the trends and themes in the field of customer experience using a bibliometric analysis between 1957 and 2017. Design/methodology/approach The paper analyses 1,767 papers selected from Web of Science (WoS) database using VOS Viewer software tool to create bibliometric networks. The results of the study were classified under the following bibliometric indicators: evaluation of the number of studies analyzed; most cited documents; most influential authors; and highly influential journals, institutions and countries with the highest productivity. Additionally, the paper also presents three co-citation studies analyzing most co-cited references, first authors and journals. Findings Authors and institutes from the American and European countries dominate the contribution to the development of the field. The presence of Asian countries signifies the rising importance being given to the research field. The findings establish the argument that most of the ideas that follow today in the development of the field are mostly sourced from the works published in highly reputed journals. Co-citation analysis indicates the presence of multi-disciplinarity in the research field with journals representing different research areas such as management, strategy and psychology. Research limitations/implications The papers analyzed in the study were retrieved only from the WoS. Furthermore, the precise number of clusters obtained during the analysis depends on the parameter set by the authors which is subjective. Researchers are encouraged to draw further insights by manipulating the parameter criteria. Practical implications The findings in the study can be used to enrich the understanding of customer experience and future research on the topic. Originality/value To the best of the authors’ knowledge, this paper is one of the first comprehensive papers offering a general overview of the leading trends in the field over a period of 60 years.

scholarly journals A systematic review on organizational empowerment

2019 ◽  
Vol 27 (5) ◽  
pp. 1336-1361
Author(s):  
Linda Rothman ◽  
Frans De Vijlder ◽  
René Schalk ◽  
Martine Van Regenmortel
Keyword(s):  
Systematic Review ◽  
Web Of Science ◽  
Service Organizations ◽  
Future Research ◽  
Content Type ◽  
Starting Point ◽  
Broad Concept ◽  
Organizational Empowerment ◽  
Further Development ◽  
Practical Implications

Purpose This paper aims to present a systematic review on organizational empowerment (OE) using Peterson and Zimmerman´s model (2004) as a starting point. The aim is to further conceptualize OE, discover how the components in the model influence each other and identify recommendations for future research. Design/methodology/approach All articles that cited the OE model, published in 2004 by Peterson and Zimmerman, have been systematically reviewed. In total, 37 studies of 410, found in Google Scholar and Web of Science, are included in the review. Findings The review revealed that intra-, inter- and extra-organizational empowerment affect each other and that evidence for the processes and outcomes on intra-organizational empowerment have increased, but there is limited additional evidence for the other two components. Research limitations/implications Literature was searched in two databases, focusing on the OE model. A search using other databases on OE as a broad concept might provide additional sources. Practical implications Findings are relevant for professionals, leaders in human service organizations, educators and researchers. Practice can be improved by applying the knowledge; educators can use the results in their program and researchers may use the findings for the further development of OE. Originality/value Since the OE model was presented in 2004, no systematic review has been performed. Therefore, this review contributes to the further conceptualization of OE.

scholarly journals Capacity building for transnationalisation of higher education

2020 ◽  
Vol 32 (3) ◽  
pp. 459-484 ◽  
Author(s):  
S.M. Riad Shams ◽  
Rajibul Hasan
Keyword(s):  
Knowledge Management ◽  
Capacity Building ◽  
Future Research ◽  
Content Type ◽  
Research Areas ◽  
Management Capacity ◽  
Ecological Development ◽  
Research Stream ◽  
Practical Implications ◽  
Research Domain

Purpose Transnationalism and transnational concept are extensively researched in many social science areas; however, transnational management and transnational marketing is relatively a less explored research domain. Also, knowledge management for transnational education (TNE) marketing is not well-researched. Capacity building is an established research-stream, with a key focus on socio-economic and ecological development; however, prior research on capacity building from the context of TNE’s knowledge management and marketing is scarce. The purpose of this study is to analyse TNE marketing mix, to understand the influence of transnational stakeholders’ causal scope(s) on knowledge management in TNE to uphold their transnatioalisation processes through capacity building in TNEs’ marketing management. Design/methodology/approach An inductive constructivist method is followed. Findings Organisational learning from the context of transnational market and socio-economic competitive factors, based on analysing the transnational stakeholders’ causal scope(s) is imperative for proactive knowledge management capacity in TNE marketing. Following the analysis of transnational stakeholders’ causal scope(s) to learn about the cause and consequence of the transnational stakeholders’ relationships and interactions, an initial conceptual framework of knowledge management for TNE marketing is proposed. Practical insights from different TNE markets are developed in support of this novel knowledge management capacity building framework of TNE, and its generalisation perspectives and future research areas are discussed. Practical implications These insights will be useful for TNE administrators to better align their knowledge management perspectives and propositions with their transnational stakeholders to underpin TNE marketing. Academics will be able to use these insights as a basis for future research. Originality/value This study proposes a novel conceptual stakeholder-centred capacity building framework for TNE’s knowledge management to uphold TNE marketing and supports the framework, based on practical insights from three different transnational markets.

A mapping analytic approach to trace development of multidisciplinary research field

2015 ◽  
Vol 6 (2) ◽  
pp. 98-113 ◽  
Author(s):  
Xi Zhang ◽  
Xiangda Yan ◽  
Patricia Ordóñez de Pablos ◽  
jinghuai She ◽  
Yang Gao ◽  
...  
Keyword(s):  
Health Literacy ◽  
Health Information ◽  
Domain Knowledge ◽  
Early Stage ◽  
Research Field ◽  
Future Research ◽  
The Internet ◽  
Content Type ◽  
The Future ◽  
Practical Implications

Purpose – This paper aims to provide clear domain knowledge and recent progresses on electronic healthcare (e-healthcare). Design/methodology/approach – In this paper, the authors use citation analysis to describe the trends of study on e-health with the help of CiteSpace II, a software for visualizing citation-based analysis. By analyzing the 2,752 publications and their citation data in ISI database, the authors proposed renewable figures and tables on ranking critical people, institutes, keywords and journals. Through the most influential articles given by CiteSpace, the authors can grasp the main direction in e-health researches. Furthermore, the authors analyzed the literature at e-health literacy as a case, to better understand the development of research viewpoints. Findings – Through the analysis, the authors found that e-health is a multi-disciplinary research field and the major research about it has changed. During the early stage, health information quality on the Internet dominates. Gradually, the role of information technology (IT) becomes more important. The authors also found that some researchers, recently, have proposed the effects of IT on e-health literacy which can then improve the ability to use health information on the Internet. Research limitations/implications – This paper has some research limitations, such as using an ISI database with most English publications. The future research may be conducted for collecting local publications data in China. It also has some implications. Based on the results, the authors claimed that IT may significantly improve people’s healthcare variance, e.g. e-health literacy. It is necessary to build new IT-based healthcare theories. Practical implications – This paper also has some practical implications. Practitioners and institute may easily come to know which are the hot topics, top institutes and tendencies in the e-healthcare field. Social implications – This paper may help practitioners to find common interests with other institutions and societies. Originality/value – This paper reported the status and trend of research in this field visually, and the result will help researchers to do more in-depth research in the future.

Customer experience research: intellectual structure and future research opportunities

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge H.O. Silva ◽  
Glauco H.S. Mendes ◽  
Paulo A. Cauchick Miguel ◽  
Marlene Amorim ◽  
Jorge Grenha Teixeira
Keyword(s):  
Conceptual Framework ◽  
Methodological Approach ◽  
Customer Experience ◽  
Research Field ◽  
Intellectual Structure ◽  
Future Research ◽  
Content Type ◽  
Research Opportunities ◽  
Integrative View ◽  
Research Propositions

PurposeThis article aims to synthesize and integrate current research on customer experience (CX), identifying the intellectual structure of the field, systematizing a conceptual framework and identifying future research opportunities.Design/methodology/approachTo analyze 629 articles published in peer-reviewed journals in almost four decades, this study employs both bibliometric co-keyword and thematic literature analysis in a complementary way.FindingsThis article maps the CX literature by describing its intellectual structure in terms of three research domains (customer, organizational and technological), their corresponding most relevant research themes and topics. Moreover, this study develops a conceptual framework and research propositions to summarize and integrate the CX literature. This work recognizes technology as an important driver for the development of CX research. Lastly, this article provides future research opportunities for moving the field forward, considering an integrative view among domains.Originality/valueThis paper complements other reviews on CX by using a novel methodological approach (co-keyword and thematic analysis) that enables the identification and visualization of the CX intellectual structure. In addition, the study explores the increasing connection between technology and CX research, by raising evidence that technology, by continuously modifying services and consequently CX, has become a transversal component in the research field. These outcomes may be useful for academics and practitioners.

Defining the big social data paradigm through a systematic literature review approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gianluca Solazzo ◽  
Gianluca Elia ◽  
Giuseppina Passiante
Keyword(s):  
Machine Learning ◽  
Literature Review ◽  
Systematic Literature Review ◽  
Research Agenda ◽  
Web Of Science ◽  
Future Research ◽  
Content Type ◽  
Definition Of ◽  
Practical Implications

Purpose This study aims to investigate the Big Social Data (BSD) paradigm, which still lacks a clear and shared definition, and causes a lack of clarity and understanding about its beneficial opportunities for practitioners. In the knowledge management (KM) domain, a clear characterization of the BSD paradigm can lead to more effective and efficient KM strategies, processes and systems that leverage a huge amount of structured and unstructured data sources. Design/methodology/approach The study adopts a systematic literature review (SLR) methodology based on a mixed analysis approach (unsupervised machine learning and human-based) applied to 199 research articles on BSD topics extracted from Scopus and Web of Science. In particular, machine learning processing has been implemented by using topic extraction and hierarchical clustering techniques. Findings The paper provides a threefold contribution: a conceptualization and a consensual definition of the BSD paradigm through the identification of four key conceptual pillars (i.e. sources, properties, technology and value exploitation); a characterization of the taxonomy of BSD data type that extends previous works on this topic; a research agenda for future research studies on BSD and its applications along with a KM perspective. Research limitations/implications The main limits of the research rely on the list of articles considered for the literature review that could be enlarged by considering further sources (in addition to Scopus and Web of Science) and/or further languages (in addition to English) and/or further years (the review considers papers published until 2018). Research implications concern the development of a research agenda organized along with five thematic issues, which can feed future research to deepen the paradigm of BSD and explore linkages with the KM field. Practical implications Practical implications concern the usage of the proposed definition of BSD to purposefully design applications and services based on BSD in knowledge-intensive domains to generate value for citizens, individuals, companies and territories. Originality/value The original contribution concerns the definition of the big data social paradigm built through an SLR the combines machine learning processing and human-based processing. Moreover, the research agenda deriving from the study contributes to investigate the BSD paradigm in the wider domain of KM.

Criteria for selecting actors for the value co-creation in startups

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Andrei Bonamigo ◽  
Adrianne Alves da Silva ◽  
Beatriz Pereira da Silva ◽  
Steffan Macali Werner
Keyword(s):  
Value Creation ◽  
Design Methodology ◽  
Web Of Science ◽  
Future Research ◽  
Key Factors ◽  
Content Type ◽  
Future Studies ◽  
Value Cocreation ◽  
Practical Implications ◽  
Selection Of

Purpose The purpose of this paper is to identify the main criteria for selecting actors to compose these business platforms and addressing the co-creation of value and improve the performance of startups. Design/methodology/approach The methodology is based on the search for key factors for the selection of actors and the understanding of co-creation of value and the concept of startups. The content of this paper is substantiated on an extensive review of the literature related to the subjects’ value-cocreation and new startups, and the review is based on the articles found in the databases of Ebsco, Emerald, Science Direct, Scopus, Village and Web of Science. Findings This paper identifies the main key-factors found in the literature for selecting actors to co-create value in startups and organizes the findings in five categories: value creation, interaction, actor behavior, client and partnership. It also presents the possibility of future research that will be able to put the study in practice. Research limitations/implications The results of this research have not been tested empirically, which opens the door for future studies that can prove the effectiveness of the findings. It is also important to mention that there are few articles in the literature that directly address this topic, and some definitions of actor/co-creation of value/business model may also change. Practical implications The selection criteria of the actors listed are useful for service entrepreneurs and managers to assist in decision-making at the stage of choosing their partners for value co-creation in startups. Furthermore, it involves mitigating waste in startups and maximizing the economic gains of partners through value co-creation in startups. Originality/value This study is one of the first attempts to recognize the key factors for selecting actors to co-create value in startups, aiming at their success in the market.

The disruption of blockchain in auditing – a systematic literature review and an agenda for future research

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rosa Lombardi ◽  
Charl de Villiers ◽  
Nicola Moscariello ◽  
Michele Pizzo
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Empirical Studies ◽  
Theory And Practice ◽  
Future Research ◽  
Content Type ◽  
Main Research ◽  
Research Areas ◽  
The Impact ◽  
Practical Implications

PurposeThis paper presents a systematic literature review, including content and bibliometric analyses, of the impact of blockchain technology (BT) in auditing, to identify trends, research areas and construct an agenda for future research.Design/methodology/approachThe authors include studies from 2010 to 2020 in their structured literature review (SLR), using accounting journals on the Scopus database, which yielded 40 articles with blockchain and auditing at its core.FindingsOne of the contributions of the authors’ analyses is to group the prior research, and therefore also the agenda for future research, into three main research areas: (1) Blockchain as a tool for auditing professionals to improve business information systems to save time and prevent fraud; (2) Smart contracts enabling Audit 4.0 efficiency, reporting, disclosure and transparency; (3) Cryptocurrency and initial coin offerings (ICOs) as a springboard for corporate governance and new venture financing. The authors’ findings have several important implications for practice and theory.Practical implicationsThe results of this study emphasise that (1) the disruption of blockchain in auditing is in a nascent phase and there is a need for compelling empirical studies and potential for the involvement of practitioners; (2) there may be a need to reconsider audit procedures especially suited for digitalisation and BT adoption; (3) standards, guidelines and training are required to pivot towards and confront the challenge BT will represent for auditing; and (4) there are two sides to the BT coin for auditing, enthusiasm about the potential and risk upon implementation. These practical implications can also be seen as a template for future research in a quest to align theory and practice.Originality/valueThe authors’ SLR facilitates the identification of research areas and implications, forming a useful baseline for practitioners, professionals and academics, as they draft the state of the art on the disruption of blockchain in auditing, highlighting how BT is changing auditing activities and traditions.

A multi-perspective approach to knowledge production

Kybernetes ◽  
2014 ◽  
Vol 43 (9/10) ◽  
pp. 1412-1424 ◽  
Author(s):  
William Seaman
Keyword(s):  
Knowledge Production ◽  
Design Methodology ◽  
Survey Methodology ◽  
Future Research ◽  
Content Type ◽  
Contemporary Research ◽  
Research Areas ◽  
Technological Concepts ◽  
Brain Sciences ◽  
Practical Implications

Purpose – The purpose of this paper is to discuss a Multi-perspective approach to knowledge production in terms of a set of cybernetic concepts relevant to the approach; to describe a software system that computationally embodies the approach; and to articulate a research project that pragmatically employs the approach. Design/methodology/approach – A definition is provided. The paper uses a survey methodology, exploring relevant cybernetic and contemporary technological concepts. An operational software mechanism (The Insight Engine) is discussed that enables the bridging of transdisciplinary concepts by a user in the service of accretive research –Recombinant Informatics. Findings – Many cybernetic concepts are relevant to contemporary research into cognition and Neosentience research. More study needs to be undertaken related to historical BCL projects in terms of articulating relevance to contemporary research. Research limitations/implications – Future research seeks to extend the computational functionality of “The insight engine”, as well as uncover relevant BCL/cybernetic materials. Practical implications – The software is unique in the field and already there is interest in its use by differing research communities including the Duke Institute for Brain Sciences, and at Stanford, research under Ian Hodder. Social implications – The Insight Engine has potential to be used as a multi-perspective tool for many different fields enabling different forms of distributed, transdisciplinary team-based research. Originality/value – This text is valuable to researchers interested in new forms of interface, augmentation of thought and learning via computational approaches; and the development of bridges between novel research areas, including contemporary, historical BCL, and other cybernetic inquiry.

Measuring environmental performance in business to business relationships: a bibliometric review

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Umar Burki ◽  
Usama Najam ◽  
Robert Dahlstrom
Keyword(s):  
Environmental Performance ◽  
Web Of Science ◽  
Future Research ◽  
Business Relationships ◽  
Comprehensive Overview ◽  
Content Type ◽  
Research Themes ◽  
Bibliometric Review ◽  
Business To Business ◽  
Practical Implications

PurposeThis study presents a bibliometric review of environmental performance in business to business relationships research.Design/methodology/approachWe applied suitable keywords to retrieve relevant peer-reviewed articles from the Web of Science database between 1992 and 2019. The study uses bibliographic coupling as a tool to screen 358 relevant articles' titles, abstracts, keywords, frameworks and headings for analysis. For visualization analysis, the study applied the visualizing scientific landscapes viewer.FindingsOur review systematically reports about the evolution of environmental performance in business-to-business literature relationships. Bibliometric procedures reveal prominent authors and publication outlets (journals) as well as noteworthy thematic and theoretical contributions to the literature.Practical implicationsThis study provides a comprehensive overview of environmental performance in business relationships and theoretical directions for further research.Originality/valueThe paper contributes to business literature by outlining emerging research themes and theoretical clusters on environmental performance for future research.

scholarly journals Hypercompetition: a review and agenda for future research

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Annesofie Lindskov
Keyword(s):  
Empirical Studies ◽  
Research Field ◽  
Future Research ◽  
Competitive Advantages ◽  
Competitive Situation ◽  
Content Type ◽  
The Past ◽  
Relevant Variables ◽  
Managerial Implications ◽  
Practical Implications

Purpose The purpose of this study is to review and understand the dimensionality of hypercompetition, factors causing a hypercompetitive environment and the consequences of hypercompetition on markets. Thereby, the purpose of the study is to cover the main contributors in the research field of hypercompetition and explore their findings and different views on hypercompetition. Design/methodology/approach Systematically review 131 conceptual and empirical studies published or presented at a conference in the past 25 years, with the focus on the definitions, causes and consequences (or presumed effects) of hypercompetition. In the paper, I follow the well-known systematic literature review method by Tranfield et al. (2003). Findings The contribution of the study is to advance the knowledge of researchers and managers, in such a way that it becomes easier for them to select relevant variables to measure hypercompetition and identify strategies for gaining temporary competitive advantages in hypercompetitive environments. The construct of hypercompetition required a consolidation of commonalities in the definitions and characteristics used by scholars, to ensure that proper assumptions and variables are being used to measure hypercompetition in future research. Several ways to measure the effects of hypercompetition on firms, industries and individuals have been proposed, but the field still lacks of a clear definition on how to directly measure the construct. Practical implications In this paper, I highlight three managerial implications of hypercompetition as follows: action-based strategy, the determinants of hypercompetition and the importance for managers of accurately establishing their firm’s competitive situation. Originality/value Previous reviews in the area have either focussed on specific components or effects of hypercompetition. The present study collectively takes into consideration the definitions, causes and consequences of hypercompetition on firms, industries and individuals. The contribution of the paper is to indicate future opportunities and challenges within research on hypercompetition.

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