Consumption Experience: State of the Art Review and Agenda Proposition

Authors

DOI:

https://doi.org/10.18089/tms.2022.180203

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.

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

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Published

30.04.2022

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Section

Business/Management: Research Papers

How to Cite

Scussel, F., Demo, G., de Souza Odaguiri Enes, Y., & Radtke Caneppele, N. (2022). Consumption Experience: State of the Art Review and Agenda Proposition. Tourism & Management Studies, 18(2), 39-49. https://doi.org/10.18089/tms.2022.180203