Nature of Customer Experience in the Sharing Economy
Abstract
In recent years, customer experience has become a primary concern for several multinational corporations, with very senior roles committed to it in their hierarchy. Research on the nature, determinants, and consequences of customer experience is widely presented in the literature and, however, often divergent in many aspects. The advent of the sharing economy where the customer can also be a producer of value and a service provider has made certain concepts of the customer experience very controversial, starting with the notion of the customer itself. This literature review aims to explore to what extent certain notions of customer experience remain valid and could adapt well to this new booming economy. The analysis we conducted covered 104 articles. This literature review has shown the existence of certain determinants of the customer experience and the customer journey that are specific to the collaborative economy and has identified avenues for future research on the measurement, determinants, and quality of customer experience and journey in this new economy.
Keywords: sharing economy, customer experience, customer journey, quality of customer experience.
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