Accessibility

, 75

Acquisition (A)

, 116–117, 119

methods of CEK

, 119–121

Acquisition-capture (AC)

, 121–122

Adaptive bi-square spatial kernel function

, 254

Advertising firms

, 235

Affect Grid

, 92

Affective components of customer experience

, 90–91

advantages and limitations of customer experience measures

, 93–94

cardiovascular measures

, 97

electrodermal activity

, 96–97

electromyography

, 97

ESM

, 95

event-related potentials

, 98

functional magnetic resonance imaging

, 98–99

measuring

, 91–99

psychophysiological measures

, 96

pupillometry

, 97–98

self-reported scales

, 92–95

social media sentiment analysis

, 95–96

American Alliance of Museums

, 198

Antecedents

, 214–216

comprehension

, 216

of customer experience and customer satisfaction

, 250–251

involvement

, 214–215

sharing

, 215–216

Anthropology

, 6

Art(s)

antecedents

, 214–216

consequences

, 211–214

construct

, 207–211

customer engagement in

, 200–202

engagement

, 199–202, 207, 211

market

, 200–201

Artificial intelligence

, 149

Augmented reality (AR)

, 148

Autohermeneutic phenomenology

, 51, 53, 55–56, 281–282

a guiding framework for autohermeneutic phenomenological studies

, 58

approach

, 50–52

center self as subject and object of observation

, 56

embrace eclectic techniques

, 57

framework development

, 56–58

guidelines for capturing experience extremities

, 56–58

hermeneutic phenomenology

, 53–55

move along hermeneutic circle

, 57

ordinary value

, 56

putting “I” in equation

, 55–56

safeguard depth of think piece

, 57–58

setting stage

, 52–53

theoretical underpinnings

, 52–56

Average variance extracted (AVE)

, 273

Behavioral intention

, 77

behavioral intentions-oriented customer experience

, 35–39

Beneficiary

, 52

Beverage tourism

, 178–179

Bibliographic coupling

, 24–25, 27, 31, 36, 38–39

behavioral intentions-oriented customer experience

, 35–39

customer experience as driver of well-being

, 34

customer experience in physical environment

, 32–33

emotional value in consumption experience

, 35

future research questions

, 39–42

technology-oriented customer experience

, 33–34

total customer experience

, 39

Bibliometric analysis

, 24–25

Bibliometric analysis techniques

, 281–282

Brand

attachment

, 272

brand-related antecedents

, 246

brand-related outcomes

, 246

Business

business-oriented issues

, 227–228

perspective

, 133–134

Capture (C)

, 116–117, 119

Capturing experience

, 202

Cardiovascular measures

, 93–94, 97

CEK-Process competence

, 109

CEKM competence (CEKMC)

, 115

“Certified knowledge”

, 27

Citation analysis

, 24–25, 27–28

Cloud-based CRM

, 148

Cluster analysis

, 27

Co-creation

, 6, 9, 270, 272

Co-occurrence analysis

, 24–25, 27

Co-occurrence by all keywords

, 29–30, 33

Competitive advantage

, 134

Complaints reviews

, 111

Complete ethnography approach

, 281–282

Comprehension

, 216

Confidence interval (CI)

, 274

Consensus map

, 211

unfamiliar and familiar young adults

, 212–213

Consequences

, 211–214

Construct

, 207–211

Constructive research approach (CRA)

, 137

“Consume” transcends

, 4–5

Consumer

, 5

Consumer behavior theory

, 3–4

customer experience and consumer value

, 11–15

from customer to consumer value

, 9–11

literature review

, 4–11

roots of consumption experience

, 4–9

Consumer culture theory

, 5

Consumer experience (CX)

, 228

Consumer value (CV)

, 4

consumption experience and consumer value in tourism research

, 12–15

customer experience and

, 11–15

customer to

, 9–11

as framework analysis to customer experience

, 11

Consumption experience

, 3–4, 7–9

and consumer value

, 11–15

perspectives

, 6–7

and tourism field

, 9

Consumption narrations

, 14–15

Contemporary approach of film experience

, 232–235

Contemporary art

, 198, 211

value of

, 199–200

Contemporary marketing logics

, 52

Content analysis

, 117–119

Context-based marketing

, 11

Core competencies

, 134–136

Corrected Akaike Information Criterion score (AICc)

, 254

Covariance-based SEM (CB-SEM)

, 273

COVID-19 pandemic

, 198, 267–268

Cross-cultural experiences

, 231

Cultural probe

, 164–165

Cultural tourism

, 198

arts engagement

, 207, 211, 214

contemporary art

, 198–200

customer engagement in arts

, 200–202

findings

, 207–216

methods

, 202–207

Culture motivation

, 74

Current Mood Questionnaire (CMQ)

, 92

Customer

to consumer value

, 9–11

customer-centered accounting

, 140

customer-centered approach

, 139

customer-related antecedents

, 248

customer-related outcomes

, 246

perspective

, 9

resource integration

, 150

satisfaction

, 246

Customer co-creation (CC)

, 268, 283

as antecedent of CX

, 270

Customer engagement (CE)

, 198–199, 268, 283

as antecedent of CX

, 270

in arts

, 200–202

Customer experience (CX)

, 66, 89–90, 108, 198, 246, 267–270, 281

analysis and results

, 273–274

antecedents of customer experience and customer satisfaction

, 250–251

articles and citation trends

, 27–28

bibliographic coupling

, 31–39

CC as antecedent of

, 270

CE as antecedent of

, 270

co-occurrence by all keywords

, 29–30

conceptualization of

, 24

customer experience-oriented business models

, 24

CX-centered nomological network

, 270

data collection and research design

, 272

existing reviews and conceptualizations

, 25

impact on CL

, 271

impact on EA

, 270–271

implications

, 274–276

limitations and future research

, 276

management

, 281

measurement model evaluation

, 273

mediating role of

, 271

mediation analysis

, 274

method

, 25, 27, 272

path analysis

, 273–274

practical and social implications

, 42–43

practical implications

, 275–276

relevance of customer satisfaction in customer experience studies

, 248–249

relevance of online reviews in customer experience studies

, 249–250

results

, 27–42

review and conceptual studies on

, 26

and spatial analysis

, 252–253

structural model assessment

, 273

theoretical background and hypotheses development

, 269–271

theoretical contributions

, 42

theoretical implications

, 274–275

top contributing journals and studies

, 28–29

in tourism

, 91–92

in tourism and hospitality

, 42

variables and measurement

, 272

Customer experiential knowledge

, 113

Customer experiential knowledge management (CEKM)

, 108, 132–133, 135, 281–284

operationalization of

, 109

Customer experiential knowledge-process competence (CEK-PC)

, 108, 282–284

acquisition methods of CEK

, 119–121

components definitions

, 116–117

conceptualization

, 114–115

content analysis

, 117–119

customer experiential knowledge

, 113

customer knowledge management process

, 112–113

definition

, 115

ethnography approach studying customer experience

, 111–112

literature review

, 109–113

methodological choices and qualitative items generation of CEK-PC

, 117

phenomenological understanding of tacit knowledge

, 110–111

Q-Sort technique

, 121–122

renewing thought on definition of customer experience

, 114–115

service experience concept

, 110

Customer inclusion in process

, 139–140

Customer introspection (CI approach)

, 4, 13, 281–282

Customer Journey Mapping (CJM)

, 163–164

Customer journeys

, 53

Customer knowledge (CK)

, 112

management process

, 112–113

Customer loyalty (CL)

, 268, 283

CX’s impact on

, 271

Customer satisfaction through spatial analysis

antecedents of customer experience and customer satisfaction

, 250–251

customer experience and spatial analysis

, 252–253

literature review

, 248–253

methodology

, 253–254

relevance of customer satisfaction in customer experience studies

, 248–249

relevance of online reviews in customer experience studies

, 249–250

research framework, variables, and model specification

, 253–254

results

, 254–257

Customer-driven restaurant analysis (CDRA)

, 139

“Customer-provider”

, 14–15

Cyber communities

, 68

Cyber tourism experience

, 74

Cyber-customer experience (CCX)

, 66, 69, 72

cyber-customer experience and flow theory

, 69–70

dimensions of

, 66–67

Cybertourist experiences

, 282

Data collection method

, 272

Descriptive richness

, 57–58

Destination

expectations

, 231

promotion

, 227–228, 230

providers

, 151

Destination Emotions Scale

, 92–94

Diary study

, 164–165

Differential Emotions Scale (DES)

, 92

Digital tourism

, 149

Digital tourist experience

, 150

Digitalization

, 148

Dimensional model of emotions

, 91

Discrete emotions model

, 91

Discriminant validity (DV)

, 273

Disney movies

, 234–235

Eclectic techniques

, 51

Ecotourism

, 175–176

Effectiveness

, 67

Electrodermal activity (EDA)

, 93–94, 96–97

Electroencephalography (EEG)

, 165–166

Electromyography (EMG)

, 97, 165–166

Electronic word-of-mouth (eWOM)

, 33

Emotional attachment (EA)

, 268, 283

CX’s impact on

, 270–271

“Emotional reaction and expectation”

, 76

Emotional value in consumption experience

, 35

Emotions

, 148–150

measurement

, 90–91

Emotions Profile Index (EPI)

, 92

Enterprise architects

, 24

Entertainment

, 74–75

Esthetic criteria

, 7

Ethnography approach studying customer experience

, 111–112

Ethnology

, 6

Event-related potentials (ERPs)

, 93–94, 98

Ex situ postexperience

, 111–112

Ex-situ post-experience

, 13–14

Expectation Confirmation Theory

, 251

Expectation disconfirmation theory (EDT)

, 250

Experience

, 50, 52, 228

economy

, 24

and resource utilization

, 133

revisiting concept of

, 5–6

satisfaction

, 225

Experience accounting approach (EA)

, 136, 281–283

business perspective

, 133–134

challenges

, 136–137

conceptualization

, 137–139

directions for future research

, 142

experiences and resource utilization

, 133

inclusion of customer in process

, 139–140

literature review

, 133–137

readjust offerings

, 140–141

resource-based view and core competencies

, 134–136

theoretical and practical advancements within field

, 137–139

Experience Sampling Method (ESM)

, 90, 93–95

Experiential quality

, 147–148

Experimental design

, 95

Externalization methods

, 120

Extrinsic value

, 10

Eye-tracking (ET)

, 165–166

Facial recognition

, 165–166

Feelings

, 3–4

Film tourism. See also Tea tourism

, 224, 227

conceptualizations

, 229–232

experiences

, 228–229

literature review

, 224–235

storytelling

, 232–235

tourism experiences

, 227–228

Film tourist destinations

, 234–235

Film-induced tourism

, 225–226

Firm

knowledge assets

, 135

perspective

, 9

Flow theory, cyber-customer experience and

, 69–70

Food tourism

, 178–179

“Forum Trabzon Tea Festival”

, 188

4-dimensional model

, 269–270

Foursquare website

, 173–174

Fragmented society

, 4–5

Free-format narrative recording

, 57

Functional magnetic resonance imaging (fMRI)

, 93–94, 98–99

Galvanic skin response (GSR)

, 165–166

Game of Thrones

, 234–235

Gastronomy-based tea tours

, 173–174

Geographic information system (GIS)

, 247

Geographically Weighted Regression (GWR)

, 247–248, 255

Geolocation

, 252

Global health emergency

, 267–268

Global pandemic situation

, 25

Google Keyword Planner

, 74

Guided Introspection

, 13

Happy marriage in conceptualization and methodology

, 11–15

Harry Potter

, 234–235

Head-mounted devices (HMD)

, 159–162

Heart rate variability

, 165–166

Hedonic answers

, 7

“Hermeneutic circle”

, 51

Hermeneutic phenomenology

, 53–55

Hermeneutics

, 50–51

Heuristic questioning

, 57–58

Hierarchical Value Maps (HVM)

, 207–208, 210

Holbrook typology

, 12

Holbrook’s typology

, 10–11

Homo cogitans

, 7

Homo sensans

, 7

Horizontal content analyses

, 121

Hospitality

, 132

customer experience in

, 42, 246

Hotel industry

, 247

Human sense stimulation

, 149–150

Humanics

, 149

Immersive technology

, 148–149

In situ experience

, 55, 109, 111–112

In situ self-interviews

, 57

In-depth analysis

, 246

In-depth interview

, 200, 203–206

In-situ consumption experience

, 13–14

Inceptual epiphany

, 57–58

Inclusion of customer in process

, 139–140

Individuals approach contemporary artworks

, 199

“Informant controlled reflexivity”

, 13–14

Information and communication technologies

, 67

Innovative customer-centered management system

, 132–133

Integration (INT)

, 116–117, 119

Intellectual structures

, 27

Internal due diligence process

, 135

International Journal of Contemporary Hospitality Management (IJCHM)

, 28–29

International Journal of Hospitality Management (IJHM)

, 28–29

“Internet experience”

, 69

Interpretive autoethnography

, 51

Interpretive consumer research (ICR)

, 13

Interpretive depth

, 57–58

Interpretive research methodology

, 66

Intra-interaction CE

, 275

Intra-variable approach

, 12

Intrinsic value

, 10

Introspective techniques

, 51

Introspective-praxis approach

, 51

Involvement

, 214–215

“Journey metaphor”

, 52

Journey(s)

, 50

mapping techniques

, 53

pre-core-post experience in

, 51–52

Key Concepts in Tourism Studies

, 225–226

Knowledge

management

, 112–113

views through service-dominant logic paradigm

, 110

Kozinets’ framework

, 73

“Logos”

, 54

Lord of the Rings

, 234–235

Loyalty

, 269, 271

Marketing tea tourism

, 176

Martian, The

, 234–235

Mechanics

, 149

Media

, 224

Mediation analysis

, 274

Memorable digital tourism experience (MDTE)

, 148–150, 283

emotions gestures and expressions captured by technological and digital devices

, 160–161

framework of

, 157

future of

, 158–166

prior literature on actors’ interaction in tourism ecosystem

, 152–156

methodological insights

, 162–166

practical insights

, 159–162

service-dominant logic in tourism

, 150–158

Memorable experience components of tourists

, 173–174

Memorable tourism experiences (MTE)

, 147–148

tea tourism and

, 177–180

Meta-analysis

, 24–25

Metadata

, 24–25

Microsoft Excel

, 27

Millennials

, 198–199

Mixed method

, 27

Mixed reality (MR)

, 148

Modern communication technologies

, 75

Modern hospitality firms

, 132

Mortal Kombat

, 234–235

Motivation

, 74

Mountain tourism

, 175–176

Movie-induced tourism

, 225–226

Multidata techniques

, 112

Multidimensional approaches

, 10

Multidimensionality of value

, 12

Multiple Affect Adjective Check List

, 92

Multisensory dimensions

, 148–149

Museums

, 198

Negative emotions in MDTE

, 159–162

Netnography

, 66–68, 281–282

cyber-customer experience and user-generated content through

, 69–72

data analysis

, 73–74

data collection

, 73

defining review objective

, 72–73

feedback of visitors of online attractions

, 87

guidelines

, 68–69

literature review

, 67–72

methodology

, 72–73

results

, 74–77

selection process resulted in attractions

, 86

Non-self-reported emotions measurements

, 165–166

Notting Hill

, 232

O_Quality

, 253

Objective quality

, 251, 256

On-site destination experiences

, 231–232

On-site experience

, 90

On-site film tourist’s experiences

, 230

Online cultures and communities

, 67

“Online experience”

, 69

“Online purchase experience”

, 69

Online review

, 247

in customer experience studies

, 249–250

rating

, 253

“Online shopping experience”

, 69

Online visitors

, 73–74, 76

Overtourism

, 11

Pandemic-based tourism

, 11

Partial least squares structural equation modeling (PLS-SEM)

, 273

Participant observation technique

, 180–181

Personas

, 235

Phenomenological understanding of tacit knowledge

, 110–111

Phenomenological views through service-dominant logic paradigm

, 110

Phenomenology

, 50–51, 54

interview

, 15

“Phenomenon”

, 54

Philanthropic marketing

, 200–201

Physical environment, customer experience in

, 32–33

Picture-based emotion recognition

, 165–166

Placebo effect

, 250

Plateau tourism

, 175–176

Pleasure, Arousal, and Dominance scales (PAD scales)

, 92

Positive and Negative Affect Schedule (PANAS)

, 92

Positive emotions

, 159

Positive–negative emotion

, 148–149

Postmodern consumer

, 5

Postmodern tourism experience development

, 233

Postmodernism

, 5

Postvisit experience

, 90

Pre-COVID-19, Spanish hotel industry in

, 253

Previsit experience

, 90

Price

, 250, 253

Product differentiation distance measure

, 253

Product Emotion Measurement Instrument (PrEMO)

, 92

Psychophysiological measures

, 93–94, 96

Psychophysiological methods

, 90, 281–282

Pupillometry

, 93–94, 97–98

Q-Sort technique

, 121–122

Qualitative method

, 27

Qualitative research techniques

, 180, 200, 203

Quantitative method

, 27

Reality

, 231

“Reflective objectivization”

, 54

Research design method

, 272

Research priorities

, 274–275

Resource utilization

, 133

Resourced-based view (RBV)

, 134, 136, 283

Rize province

, 176

S_Quality

, 253

Safety

, 75

Satisfaction

, 253

“Satisfaction and behavior intentions”

, 77

Self-Assessment Manikin approach

, 92

Self-Monitoring, Analysis and Reporting Technology (smart)

, 66

Self-oriented value

, 10

Self-report biases

, 89–90

Self-report methods

, 94

Self-reported scales

, 89–90, 92, 95

Semistructured interview technique

, 173–174, 180–181

Sentiment analysis

, 95–96

Service blueprint

, 164

Service dominant (S-D)

, 268–269

Service experience concept

, 110

Service provider-related antecedents

, 248

Service-Dominant Logic (S-DL)

, 13–14, 110, 149–150

exemplifications of

, 151

S-D logic-led CE

, 271

in tourism

, 150–158

Sharing (S)

, 116–117, 119, 215–216

Small and medium-sized enterprises (SMEs)

, 132

Social anthropology

, 6

Social interaction

, 111–112

Social media

, 11, 268

sentiment analysis

, 90, 93–96

Social-local-mobile apps (SoLoMo apps)

, 148

Sound of Music, The

, 232

Spanish hotel industry in pre-COVID-19

, 253

Spatial analysis

, 247–248, 281–282

customer experience and

, 252–253

Standardized root mean squared residual (SRMR)

, 273

“Story and character” based storytelling

, 236

Storytelling

, 15, 232, 235

Subjective personal introspection

, 51

Subjective quality

, 246, 251, 256

Symbolic meanings

, 7

Systematic literature review

, 24–25

Tacit knowledge

management

, 108

phenomenological understanding of

, 110–111

Tea tourism. See also Film tourism

, 173–174

applications in world

, 175–176

direct quotations, codes and themes

, 183–186

information about tea

, 186

interaction

, 188

method

, 180–181

profile of interview respondents

, 182

purpose and importance of study

, 180

results

, 181

taste of tea

, 188

tea and

, 174–175

tea tourism and memorable tourist experience

, 177–180

tea-related environments

, 186–187

Technology-oriented customer experience

, 33–34

Temporality

, 55

Three-phase business model

, 137–138

Top destination for seawater-based thalasso-therapy

, 108–109

Total customer experience

, 39

Tourism

, 11, 148, 224, 228

businesses

, 224

consumption experience and consumer value in tourism research

, 12–15

customer experience and tourism field

, 9

customer experience in

, 42, 91–92, 246

digitalization in

, 148

driven

, 74

experiences

, 227–228

industry

, 268–269

long-established industry of

, 66

management literature

, 198

managers

, 132

marketing

, 148–149

products

, 90–91

research

, 76

service-dominant logic in

, 150–158

services

, 228

social media

, 119–120

tourism-derived CE impact on CX

, 268

types

, 175–176

Tourist

, 180

destination marketing

, 199

experience

, 228

managing

, 229–230

onsite experience

, 151

participating in tea tourism

, 188

Trans-interaction CX

, 275

“Transcend” phenomena

, 54

Transcendental phenomenology

, 54

Transformative value research

, 11

Travel motivation

, 74

Treatment (T)

, 116–117, 119

TripAdvisor

, 71–72, 119–120, 173–174

Turkey, tea tourism in

applications in world

, 175–176

direct quotations, codes and themes

, 183–186

information about tea

, 186

interaction

, 188

method

, 180–181

profile of interview respondents

, 182

purpose and importance of study

, 180

results

, 181

taste of tea

, 188

tea and

, 174–175

tea tourism and memorable tourist experience

, 177–180

tea-related environments

, 186–187

Two-dimension engagement

, 207–211

Typology

, 10

Uniform System of Accounts for Restaurants (USAR)

, 137–138

User-generated content (UGC)

, 70–71

through netnography

, 70–72

Value creation model (VCM)

, 139

Value-cognitive nature

, 10

Value-research

, 9

Virtual communities

, 268

Virtual educational attractions

, 148

“Virtual ethnography”

, 67

Virtual reality (VR)

, 148

“Virtual tour”

, 74

Voice recognition

, 165–166

VOSviewer software

, 24–25

Wearable devices

, 149

Web of Science (WoS)

, 24–25, 282

“Website brand experience”

, 69

Well-being, customer experience as driver of

, 34

World Economic Forum (WEF)

, 267–268

World Health Organization (WHO

, 267–268

Young cultural consumers

, 200

Young individuals

, 199

Young people consume arts

, 200

Zaltman Metaphor Elicitation Technique (Z-Met)

, 200, 203, 281–283