https://tmstudies.net/index.php/ectms/issue/view/75

Abstract

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.

In search of restaurant excellence in Peru: key insights on food values

“…Considering the key role of food, when assessing customer satisfaction in restaurants, it is important to take into account the concepts of food consumption experience and satisfaction with the foods consumed. On the one hand, consumption experience is a topic that has been studied in the field of marketing since the 1960s (Jain et al, 2017;Lemon and Verhoef, 2016;Scussel et al, 2022). However, research in this field took an important turn due to Holbrook and Hirshman (1982), which made it possible for experience to begin to be conceived as a personal experience, marked by presenting emotional value and based on the interaction with the products or services consumed (Holbrook and Hirschman, 1982).…”

“…During the 1990s, the appearance of the work by Pine and Gilmore (1999) gave greater attention to the experiential paradigm, particularly in the managerial perspective, based on the premise that developing goods and services was no longer sufficient to maintain the competitiveness of organisations, confirming the need to combine the tangible and intangible aspects involved in the experiential context. The emergence of the experiential paradigm promoted an approximation between the service and experience marketing literature, a context in which experience is conceived as the provision of a service of excellence (Hui and Bateson, 1991;Scussel et al, 2022). With the increasing importance of service industries in a global economy, customer brand experiences have become critical to the success of service firms (Ong et al, 2018;Pine and Gilmore, 1998;Schmitt and Rogers, 2008), as is also the case for restaurants (Huang and Chen, 2022).…”

“…On the one hand, consumption experience is a topic that has been studied in the field of marketing since the 1960s (Jain et al. , 2017; Lemon and Verhoef, 2016; Scussel et al. , 2022).…”