Silva, Jorge H.O.; Mendes, Glauco H.S.; Cauchick … - In: Journal of Service Theory and Practice 31 (2021) 6, pp. 893-931
Purpose: This 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/approach: To analyze 629 articles...