Consumption Experience: State of the Art Review and Agenda Proposition
Main Article Content
Issue section:
Research
Keywords:
Consumer Experience, Systematic Literature Review, Bibliometric Analysis, Research Agenda.
Abstract
Combinamos revisão sistemática e análise bibliométrica, analisando 90 artigos sobre experiência de consumo publicados entre 2016 e 2020. Os resultados revelam uma crescente combinação de perspectivas do consumidor e organizacionais, motivadas pela tentativa de entender a experiência de consumo como um processo interacional que gera valor experiencial para ambas as partes . A experiência de consumo é composta por quatro trilhas de pesquisa: experiências de fuga, experiências online, experiência de serviço e gestão da experiência do cliente. A partir dessas categorias, traçamos uma agenda de pesquisa, revelando diferentes nuances a serem exploradas e melhor compreendidas. A principal contribuição deste artigo é a apresentação da estrutura intelectual da experiência de consumo, com base nas pesquisas anteriores e nas trilhas de trabalho atuais, o que nos permitiu propor uma agenda de pesquisa para orientar o desenvolvimento empírico e teórico desse corpo de conhecimento. Em síntese, pesquisas futuras devem abranger todos os pontos de contato onde o cliente interage com a empresa, marca, produto ou serviço, representando uma estratégia que resulte em uma troca de valor ganha-ganha entre empresas e consumidores.
Article Sidebar
Published
May 30, 2022
Downloads
Download data is not yet available.
Article Details
Issue
Section
Business/Management: Research Papers
The journal retains published articles’ copyrights, but they are simultaneously licensed under the Creative Commons Attribution License (CC BY-NC-ND), which allows individuals’ to share the relevant papers as long as authorship and publication in this journal are duly acknowledged.
Author Biographies
Fernanda Scussel, Universidade Federal de Santa Catarina (UFSC)
Programa de Pós-Graduação em Administração, Universidade Federal de Santa Catarina (UFSC), Brasil
Gisela Demo, Universidade de Brasília (UbB)
Postgraduate Program in Administration, University of Brasília (UnB), Brazil
Yuri de Souza Odaguiri Enes, Universidade de Brasília (UbB)
Postgraduate Program in Administration, University of Brasília (UnB), Brazil
Nairana Radtke Caneppele, Centro Universitário Unihorizontes
Postgraduate Program in Administration, University Nine of July (UNINOVE), Brazil
References
Addis, M., & Holbrook, M. B. (2001). On the conceptual link between mass customisation and experiential consumption: an explosion of subjectivity. Journal of Consumer Behaviour: An International Research Review, 1(1), 50-66.
Aguinis, H., Ramani, R. S., & Alabduljader, N. (2020). Best-practice recommendations for producers, evaluators, and users of methodological literature reviews. Organizational Research Methods, 2020, 1-31.
Akaka, M. A., Vargo, S. L., & Schau, H. J. (2015). The context of experience. Journal of Service Management. 26(2), 206-223.
Bravo, R., Martinez, E., & Pina, J. M. (2019). Effects of service experience on customer responses to a hotel chain. International Journal of Contemporary Hospitality Management, 31(1), 389-405.
Chadegani, A., Salehi, H., Yunus, M., Farhadi, H., Fooladi, M., Farhadi, M., & Ale Ebrahim, N. (2013). A comparison between two main academic literature collections: Web of Science and Scopus databases. Asian social science, 9(5), 18-26.
Ciuchita, R., Mahr, D., & Odekerken-Schröder, G. (2019). “Deal with it”: How coping with e-service innovation affects the customer experience. Journal of Business Research, 103, 130-141.
Cova, B. (2020). The new frontier of consumer experiences: escape through pain. AMS Review, 1-10.
Cova, V., & Cova, B. (2019). Pain, suffering and the consumption of spirituality: a toe story. Journal of Marketing Management, 35(5-6), 565-585.
Dacko, S. G. (2017). Enabling smart retail settings via mobile augmented reality shopping apps. Technological Forecasting and Social Change, 124, 243-256.
Dion, D., & Borraz, S. (2017). Managing status: How luxury brands shape class subjectivities in the service encounter. Journal of Marketing, 81(5), 67-85.
Flacandji, M., & Krey, N. (2020). Remembering shopping experiences: the shopping experience memory scale. Journal of Business Research, 107, 279-289.
Foroudi, P., Jin, Z., Gupta, S., Melewar, T. C., & Foroudi, M. M. (2016). Influence of innovation capability and customer experience on reputation and loyalty. Journal of business research, 69(11), 4882-4889.
Grenha Teixeira, J., Patrício, L., Huang, K. H., Fisk, R. P., Nóbrega, L., & Constantine, L. (2017). The MINDS method: integrating management and interaction design perspectives for service design. Journal of Service Research, 20(3), 240-258.
Grewal, D., Kroschke, M., Mende, M., Roggeveen, A. L., & Scott, M. L. (2020). Frontline cyborgs at your service: How human enhancement technologies affect customer experiences in retail, sales, and service settings. Journal of Interactive Marketing, 51, 9-25.
Grewal, D., Roggeveen, A. L., & Nordfält, J. (2017). The Future of Retailing. Journal of Retailing, 93(1), 1-6.
Grewal, D., Roggeveen, A. L., Sisodia, R., & Nordfält, J. (2017). Enhancing customer engagement through consciousness. Journal of Retailing, 93(1), 55-64.
Grønholdt, L., Martensen, A., Jørgensen, S., & Jensen, P. (2015). Customer experience management and business performance. International Journal of Quality and Service Sciences, 7(1), 90-106.
Harkison, T., Hemmington, N., & Hyde, K. F. (2018). Creating the luxury accommodation experience: case studies from New Zealand. International Journal of Contemporary Hospitality Management, 30(3), 1724-1740.
Holbrook, M. B., & Hirschman, E. C. (1982). The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun. Journal of Consumer Research, 9(2), 132.
Hollebeek, L., & Rather, R. A. (2019). Service innovativeness and tourism customer outcomes. International Journal of Contemporary Hospitality Management, 31(11), 4227-4246.
Holmlund, M., Van Vaerenbergh, Y., Ciuchita, R., Ravald, A., Sarantopoulos, P., Ordenes, F. V., & Zaki, M. (2020). Customer experience management in the age of big data analytics: A strategic framework. Journal of Business Research, 116, 356-365.
Hui, M. K., & Bateson, J. E. (1991). Perceived control and the effects of crowding and consumer choice on the service experience. Journal of Consumer Research, 18(2), 174-184.
Husemann, K. C., & Eckhardt, G. M. (2019). Consumer deceleration. Journal of Consumer Research, 45(6), 1142-1163.
Jain, R., Aagja, J., & Bagdare, S. (2017). Customer experience–A review and research agenda. Journal of Service Theory and Practice, 27(3), 642-662.
Kandampully, J., Zhang, T. C., & Jaakkola, E. (2018). Customer experience management in hospitality. International Journal of Contemporary Hospitality Management, 30(1), 21-56.
Keyser, A., Verleye, K., Lemon, K. N., Keiningham, T. L., & Klaus, P. (2020). Moving the customer experience field forward: introducing the touchpoints, context, qualities (TCQ) nomenclature. Journal of Service Research, 23(4), 433-455.
Kim, S. S., Badu-Baiden, F., Oh, M. M., & Kim, J. (2020). Effects of African local food consumption experiences on post-tasting behavior. International Journal of Contemporary Hospitality Management.
Klein, J. F., Falk, T., Esch, F. R., & Gloukhovtsev, A. (2016). Linking pop-up brand stores to brand experience and word of mouth: The case of luxury retail. Journal of Business Research, 69(12), 5761-5767.
Kraak, J. M., & Holmqvist, J. (2017). The authentic service employee: Service employees' language use for authentic service experiences. Journal of Business Research, 72, 199-209.
Kranzbühler, A. M., Kleijnen, M. H., Morgan, R. E., & Teerling, M. (2017). The multilevel nature of customer experience research: an integrative review and research agenda. International Journal of Management Reviews, 20(2), 433-456.
Lee, M., Lee, S. A., & Koh, Y. (2019). Multisensory experience for enhancing hotel guest experience: Empirical evidence from big data analytics. International Journal of Contemporary Hospitality Management.
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96.
Liu, W., Sparks, B., & Coghlan, A. (2017). Fun, inspiration and discovery: from momentary experiences to overall evaluations. International Journal of Contemporary Hospitality Management.
Maggioni, I., Sands, S., Kachouie, R., & Tsarenko, Y. (2019). Shopping for well-being: The role of consumer decision-making styles. Journal of Business Research, 105, 21-32.
Mclean, G., Al-Nabhani, K., & Wilson, A. (2018). Developing a mobile applications customer experience model (MACE)-implications for retailers. Journal of Business Research, 85, 325-336.
McLeay, F., Lichy, J., & Major, B. (2019). Co-creation of the ski-chalet community experiencescape. Tourism Management, 74, 413-424.
Novak, T. P., Hoffman, D. L., & Yung, Y.-F. (2000). Measuring the Customer Experience in Online Environments: A Structural Modeling Approach. Marketing Science, 19(1), 22–42.
Palmer, A. (2010). Customer experience management: a critical review of an emerging idea. Journal of Services Marketing, 24(3), 196–208.
Pelet, J. É., Ettis, S., & Cowart, K. (2017). Optimal experience of flow enhanced by telepresence: Evidence from social media use. Information & Management, 54(1), 115-128.
Pine, B. J., Pine, J., & Gilmore, J. H. (1999). The experience economy: work is theatre & every business a stage. Harvard Business Press.
Pizzi, G., Vannucci, V., & Aiello, G. (2020). Branding in the time of virtual reality: Are virtual store brand perceptions real?. Journal of Business Research, 119, 502-510.
Roggeveen, A. L., Grewal, D., & Schweiger, E. B. (2020). The DAST framework for retail atmospherics: The impact of in-and out-of-store retail journey touchpoints on the customer experience. Journal of Retailing, 96(1), 128-137.
Roschk, H., & Hosseinpour, M. (2020). Pleasant ambient scents: a meta-analysis of customer responses and situational contingencies. Journal of Marketing, 84(1), 125-145.
Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes. Journal of Retailing, 88(2), 308–322.
Scott, R., Cayla, J., & Cova, B. (2017). Selling pain to the saturated self. Journal of Consumer Research, 44(1), 22-43.
Scussel, F. B. C., Fogaça, N., & Demo, G. (2021). Consumption Experience: Proposal for an Unifying Concept. Revista Brasileira de Marketing, 20(1), 175-198.
Shi, S., Wang, Y., Chen, X., & Zhang, Q. (2020). Conceptualization of omnichannel customer experience and its impact on shopping intention: A mixed-method approach. International Journal of Information Management, 50, 325-336.
Story, V., Zolkiewski, J., Verleye, K., Nazifi, A., Hannibal, C., Grimes, A., & Abboud, L. (2020). Stepping out of the shadows: Supporting actors’ strategies for managing end-user experiences in service ecosystems. Journal of Business Research, 116, 401-411.
Sugathan, P., & Ranjan, K. R. (2019). Co-creating the tourism experience. Journal of Business Research, 100, 207-217.
Sundbo, J. (2015). From service quality to experience–and back again?. International Journal of Quality and Service Sciences, 7(1), 107-119.
Templier, M., & Paré, G. (2015). A framework for guiding and evaluating literature reviews. Communications of the Association for Information Systems, 37(1), 6.
Thomas, T. C., Epp, A. M., & Price, L. L. (2020). Journeying together: Aligning retailer and service provider roles with collective consumer practices. Journal of Retailing, 96(1), 9-24.
Tranfield, D., Denyer, D., & Smart, P. (2003). Towards a methodology for developing evidence-informed management knowledge by means of systematic review. British Journal of Management, 14(3), 207-222.
Vakulenko, Y., Shams, P., Hellström, D., & Hjort, K. (2019). Service innovation in e-commerce last mile delivery: Mapping the e-customer journey. Journal of Business Research, 101, 461-468.
Valentini, S., Neslin, S. A., & Montaguti, E. (2020). Identifying omnichannel deal prone segments, their antecedents, and their consequences. Journal of Retailing, 96(3), 310-327.
Viana, M. F., Costa, A. P., & Brito, M. J. D. (2016). A hermenêutica crítica e estudos em marketing: aproximações e possibilidades. Organizações & Sociedade, 23, 92-109.
Von Briel, F. (2018). The future of omnichannel retail: A four-stage Delphi study. Technological Forecasting and Social Change, 132, 217-229.
Wei, W., Torres, E. N., & Hua, N. (2017). The power of self-service technologies in creating transcendent service experiences: The paradox of extrinsic attributes. International Journal of Contemporary Hospitality Management.
Witell, L., Kowalkowski, C., Perks, H., Raddats, C., Schwabe, M., Benedettini, O., & Burton, J. (2020). Characterizing customer experience management in business markets. Journal of Business Research, 116, 420-430.
Wu, S.-H., & Gao, Y. (2019). Understanding emotional customer experience and co-creation behaviours in luxury hotels. International Journal of Contemporary Hospitality Management, 31(11), 4247–4275.
Zha, D., Melewar, T. C., Foroudi, P., & Jin, Z. (2020). An assessment of brand experience knowledge literature: Using bibliometric data to identify future research direction. International Journal of Management Reviews, 22(3), 287-317.
Zheng, X., Baskin, E., & Dhar, R. (2019). By-brand or by-category? The effect of display format on brand extension evaluation. Journal of Retailing, 95(3), 76-85.
Zupic, I., & ?ater, T. (2015). Bibliometric methods in management and organization. Organizational research methods, 18(3), 429-472.
Aguinis, H., Ramani, R. S., & Alabduljader, N. (2020). Best-practice recommendations for producers, evaluators, and users of methodological literature reviews. Organizational Research Methods, 2020, 1-31.
Akaka, M. A., Vargo, S. L., & Schau, H. J. (2015). The context of experience. Journal of Service Management. 26(2), 206-223.
Bravo, R., Martinez, E., & Pina, J. M. (2019). Effects of service experience on customer responses to a hotel chain. International Journal of Contemporary Hospitality Management, 31(1), 389-405.
Chadegani, A., Salehi, H., Yunus, M., Farhadi, H., Fooladi, M., Farhadi, M., & Ale Ebrahim, N. (2013). A comparison between two main academic literature collections: Web of Science and Scopus databases. Asian social science, 9(5), 18-26.
Ciuchita, R., Mahr, D., & Odekerken-Schröder, G. (2019). “Deal with it”: How coping with e-service innovation affects the customer experience. Journal of Business Research, 103, 130-141.
Cova, B. (2020). The new frontier of consumer experiences: escape through pain. AMS Review, 1-10.
Cova, V., & Cova, B. (2019). Pain, suffering and the consumption of spirituality: a toe story. Journal of Marketing Management, 35(5-6), 565-585.
Dacko, S. G. (2017). Enabling smart retail settings via mobile augmented reality shopping apps. Technological Forecasting and Social Change, 124, 243-256.
Dion, D., & Borraz, S. (2017). Managing status: How luxury brands shape class subjectivities in the service encounter. Journal of Marketing, 81(5), 67-85.
Flacandji, M., & Krey, N. (2020). Remembering shopping experiences: the shopping experience memory scale. Journal of Business Research, 107, 279-289.
Foroudi, P., Jin, Z., Gupta, S., Melewar, T. C., & Foroudi, M. M. (2016). Influence of innovation capability and customer experience on reputation and loyalty. Journal of business research, 69(11), 4882-4889.
Grenha Teixeira, J., Patrício, L., Huang, K. H., Fisk, R. P., Nóbrega, L., & Constantine, L. (2017). The MINDS method: integrating management and interaction design perspectives for service design. Journal of Service Research, 20(3), 240-258.
Grewal, D., Kroschke, M., Mende, M., Roggeveen, A. L., & Scott, M. L. (2020). Frontline cyborgs at your service: How human enhancement technologies affect customer experiences in retail, sales, and service settings. Journal of Interactive Marketing, 51, 9-25.
Grewal, D., Roggeveen, A. L., & Nordfält, J. (2017). The Future of Retailing. Journal of Retailing, 93(1), 1-6.
Grewal, D., Roggeveen, A. L., Sisodia, R., & Nordfält, J. (2017). Enhancing customer engagement through consciousness. Journal of Retailing, 93(1), 55-64.
Grønholdt, L., Martensen, A., Jørgensen, S., & Jensen, P. (2015). Customer experience management and business performance. International Journal of Quality and Service Sciences, 7(1), 90-106.
Harkison, T., Hemmington, N., & Hyde, K. F. (2018). Creating the luxury accommodation experience: case studies from New Zealand. International Journal of Contemporary Hospitality Management, 30(3), 1724-1740.
Holbrook, M. B., & Hirschman, E. C. (1982). The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun. Journal of Consumer Research, 9(2), 132.
Hollebeek, L., & Rather, R. A. (2019). Service innovativeness and tourism customer outcomes. International Journal of Contemporary Hospitality Management, 31(11), 4227-4246.
Holmlund, M., Van Vaerenbergh, Y., Ciuchita, R., Ravald, A., Sarantopoulos, P., Ordenes, F. V., & Zaki, M. (2020). Customer experience management in the age of big data analytics: A strategic framework. Journal of Business Research, 116, 356-365.
Hui, M. K., & Bateson, J. E. (1991). Perceived control and the effects of crowding and consumer choice on the service experience. Journal of Consumer Research, 18(2), 174-184.
Husemann, K. C., & Eckhardt, G. M. (2019). Consumer deceleration. Journal of Consumer Research, 45(6), 1142-1163.
Jain, R., Aagja, J., & Bagdare, S. (2017). Customer experience–A review and research agenda. Journal of Service Theory and Practice, 27(3), 642-662.
Kandampully, J., Zhang, T. C., & Jaakkola, E. (2018). Customer experience management in hospitality. International Journal of Contemporary Hospitality Management, 30(1), 21-56.
Keyser, A., Verleye, K., Lemon, K. N., Keiningham, T. L., & Klaus, P. (2020). Moving the customer experience field forward: introducing the touchpoints, context, qualities (TCQ) nomenclature. Journal of Service Research, 23(4), 433-455.
Kim, S. S., Badu-Baiden, F., Oh, M. M., & Kim, J. (2020). Effects of African local food consumption experiences on post-tasting behavior. International Journal of Contemporary Hospitality Management.
Klein, J. F., Falk, T., Esch, F. R., & Gloukhovtsev, A. (2016). Linking pop-up brand stores to brand experience and word of mouth: The case of luxury retail. Journal of Business Research, 69(12), 5761-5767.
Kraak, J. M., & Holmqvist, J. (2017). The authentic service employee: Service employees' language use for authentic service experiences. Journal of Business Research, 72, 199-209.
Kranzbühler, A. M., Kleijnen, M. H., Morgan, R. E., & Teerling, M. (2017). The multilevel nature of customer experience research: an integrative review and research agenda. International Journal of Management Reviews, 20(2), 433-456.
Lee, M., Lee, S. A., & Koh, Y. (2019). Multisensory experience for enhancing hotel guest experience: Empirical evidence from big data analytics. International Journal of Contemporary Hospitality Management.
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96.
Liu, W., Sparks, B., & Coghlan, A. (2017). Fun, inspiration and discovery: from momentary experiences to overall evaluations. International Journal of Contemporary Hospitality Management.
Maggioni, I., Sands, S., Kachouie, R., & Tsarenko, Y. (2019). Shopping for well-being: The role of consumer decision-making styles. Journal of Business Research, 105, 21-32.
Mclean, G., Al-Nabhani, K., & Wilson, A. (2018). Developing a mobile applications customer experience model (MACE)-implications for retailers. Journal of Business Research, 85, 325-336.
McLeay, F., Lichy, J., & Major, B. (2019). Co-creation of the ski-chalet community experiencescape. Tourism Management, 74, 413-424.
Novak, T. P., Hoffman, D. L., & Yung, Y.-F. (2000). Measuring the Customer Experience in Online Environments: A Structural Modeling Approach. Marketing Science, 19(1), 22–42.
Palmer, A. (2010). Customer experience management: a critical review of an emerging idea. Journal of Services Marketing, 24(3), 196–208.
Pelet, J. É., Ettis, S., & Cowart, K. (2017). Optimal experience of flow enhanced by telepresence: Evidence from social media use. Information & Management, 54(1), 115-128.
Pine, B. J., Pine, J., & Gilmore, J. H. (1999). The experience economy: work is theatre & every business a stage. Harvard Business Press.
Pizzi, G., Vannucci, V., & Aiello, G. (2020). Branding in the time of virtual reality: Are virtual store brand perceptions real?. Journal of Business Research, 119, 502-510.
Roggeveen, A. L., Grewal, D., & Schweiger, E. B. (2020). The DAST framework for retail atmospherics: The impact of in-and out-of-store retail journey touchpoints on the customer experience. Journal of Retailing, 96(1), 128-137.
Roschk, H., & Hosseinpour, M. (2020). Pleasant ambient scents: a meta-analysis of customer responses and situational contingencies. Journal of Marketing, 84(1), 125-145.
Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes. Journal of Retailing, 88(2), 308–322.
Scott, R., Cayla, J., & Cova, B. (2017). Selling pain to the saturated self. Journal of Consumer Research, 44(1), 22-43.
Scussel, F. B. C., Fogaça, N., & Demo, G. (2021). Consumption Experience: Proposal for an Unifying Concept. Revista Brasileira de Marketing, 20(1), 175-198.
Shi, S., Wang, Y., Chen, X., & Zhang, Q. (2020). Conceptualization of omnichannel customer experience and its impact on shopping intention: A mixed-method approach. International Journal of Information Management, 50, 325-336.
Story, V., Zolkiewski, J., Verleye, K., Nazifi, A., Hannibal, C., Grimes, A., & Abboud, L. (2020). Stepping out of the shadows: Supporting actors’ strategies for managing end-user experiences in service ecosystems. Journal of Business Research, 116, 401-411.
Sugathan, P., & Ranjan, K. R. (2019). Co-creating the tourism experience. Journal of Business Research, 100, 207-217.
Sundbo, J. (2015). From service quality to experience–and back again?. International Journal of Quality and Service Sciences, 7(1), 107-119.
Templier, M., & Paré, G. (2015). A framework for guiding and evaluating literature reviews. Communications of the Association for Information Systems, 37(1), 6.
Thomas, T. C., Epp, A. M., & Price, L. L. (2020). Journeying together: Aligning retailer and service provider roles with collective consumer practices. Journal of Retailing, 96(1), 9-24.
Tranfield, D., Denyer, D., & Smart, P. (2003). Towards a methodology for developing evidence-informed management knowledge by means of systematic review. British Journal of Management, 14(3), 207-222.
Vakulenko, Y., Shams, P., Hellström, D., & Hjort, K. (2019). Service innovation in e-commerce last mile delivery: Mapping the e-customer journey. Journal of Business Research, 101, 461-468.
Valentini, S., Neslin, S. A., & Montaguti, E. (2020). Identifying omnichannel deal prone segments, their antecedents, and their consequences. Journal of Retailing, 96(3), 310-327.
Viana, M. F., Costa, A. P., & Brito, M. J. D. (2016). A hermenêutica crítica e estudos em marketing: aproximações e possibilidades. Organizações & Sociedade, 23, 92-109.
Von Briel, F. (2018). The future of omnichannel retail: A four-stage Delphi study. Technological Forecasting and Social Change, 132, 217-229.
Wei, W., Torres, E. N., & Hua, N. (2017). The power of self-service technologies in creating transcendent service experiences: The paradox of extrinsic attributes. International Journal of Contemporary Hospitality Management.
Witell, L., Kowalkowski, C., Perks, H., Raddats, C., Schwabe, M., Benedettini, O., & Burton, J. (2020). Characterizing customer experience management in business markets. Journal of Business Research, 116, 420-430.
Wu, S.-H., & Gao, Y. (2019). Understanding emotional customer experience and co-creation behaviours in luxury hotels. International Journal of Contemporary Hospitality Management, 31(11), 4247–4275.
Zha, D., Melewar, T. C., Foroudi, P., & Jin, Z. (2020). An assessment of brand experience knowledge literature: Using bibliometric data to identify future research direction. International Journal of Management Reviews, 22(3), 287-317.
Zheng, X., Baskin, E., & Dhar, R. (2019). By-brand or by-category? The effect of display format on brand extension evaluation. Journal of Retailing, 95(3), 76-85.
Zupic, I., & ?ater, T. (2015). Bibliometric methods in management and organization. Organizational research methods, 18(3), 429-472.
How to Cite
Consumption Experience: State of the Art Review and Agenda Proposition. (2022). Industrial and Systems Engineering , 18(2), 39-49. https://ojs3x.com/index.php/ectms/article/view/1644
.png)
