Abstract

SCUSSEL, Fernanda; DEMO, Gisela; ENES, Yuri de Souza Odaguiri  and  CANEPPELE, Nairana Radtke. Consumption experience: state of the art review and agenda proposition. TMStudies [online]. 2022, vol.18, n.2, pp.39-49.  Epub June 30, 2022. ISSN 2182-8458.  https://doi.org/10.18089/tms.2022.180203.

Despite the growing interest in consumption experience, literature claims for a unifying perspective, combining elements from consumers and marketers, depicting the complexity of this phenomenon. This article addresses this research gap and aims to develop a literature review on consumption experience, drawing its social and intellectual structure, and set a research agenda. In a hybrid literature review composed of bibliometric analysis and a systematic review, we examined 90 papers from high-quality journals on business and management areas. Findings indicate six research interests: escape experiences, virtual experiences, customer journey, customer experience innovation, service experience, and customer experience management. This analysis led us to draw a research agenda composed of the main gaps in consumption experience, engendering the main contribution of this paper. The future of this literature must consider developments in escape experiences, online customer experience, service experience, customer experience management, and the intersection between these themes.

Keywords : Consumer experience; systematic literature review; bibliometric analysis; research agenda.

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