Management Theories’ Potential for Better Digital Service Customer Experience

Digital service provision has undergone a period of considerable change because of the COVID-19 pandemic, and the challenges of delivering a positive customer experience through digital services are still relevant to this day. The bibliometric analysis carried out in the study showed that this has a...

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Main Authors: Raišys Simonas Juozapas, Raišienė Agota Giedrė
Format: Article
Language:English
Published: Sciendo 2023-06-01
Series:Organizacijų Vadyba: Sisteminiai Tyrimai
Subjects:
Online Access:https://doi.org/10.2478/mosr-2023-0006
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author Raišys Simonas Juozapas
Raišienė Agota Giedrė
author_facet Raišys Simonas Juozapas
Raišienė Agota Giedrė
author_sort Raišys Simonas Juozapas
collection DOAJ
description Digital service provision has undergone a period of considerable change because of the COVID-19 pandemic, and the challenges of delivering a positive customer experience through digital services are still relevant to this day. The bibliometric analysis carried out in the study showed that this has accelerated research on the modeling of customer experience in digital services, in which researchers are looking for new ways to overcome the challenges encountered. The analysis of the main research themes and seminal publications revealed through the bibliometric analysis concludes that contemporary management theories have the potential to contribute to addressing the emerging challenges in customer experience modeling in digital services.
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spelling doaj.art-88ef13a06e55453081ed9ccd11e342902023-10-02T07:40:14ZengSciendoOrganizacijų Vadyba: Sisteminiai Tyrimai2335-87502023-06-018918710110.2478/mosr-2023-0006Management Theories’ Potential for Better Digital Service Customer ExperienceRaišys Simonas Juozapas0Raišienė Agota Giedrė11PhD student at Institute of Management and Political Science, Mykolas Romeris University, Lithuania.2Professor at Institute of Management and Political Science, Mykolas Romeris University, Lithuania.Digital service provision has undergone a period of considerable change because of the COVID-19 pandemic, and the challenges of delivering a positive customer experience through digital services are still relevant to this day. The bibliometric analysis carried out in the study showed that this has accelerated research on the modeling of customer experience in digital services, in which researchers are looking for new ways to overcome the challenges encountered. The analysis of the main research themes and seminal publications revealed through the bibliometric analysis concludes that contemporary management theories have the potential to contribute to addressing the emerging challenges in customer experience modeling in digital services.https://doi.org/10.2478/mosr-2023-0006customer experiencedigital servicescontemporary management theories
spellingShingle Raišys Simonas Juozapas
Raišienė Agota Giedrė
Management Theories’ Potential for Better Digital Service Customer Experience
Organizacijų Vadyba: Sisteminiai Tyrimai
customer experience
digital services
contemporary management theories
title Management Theories’ Potential for Better Digital Service Customer Experience
title_full Management Theories’ Potential for Better Digital Service Customer Experience
title_fullStr Management Theories’ Potential for Better Digital Service Customer Experience
title_full_unstemmed Management Theories’ Potential for Better Digital Service Customer Experience
title_short Management Theories’ Potential for Better Digital Service Customer Experience
title_sort management theories potential for better digital service customer experience
topic customer experience
digital services
contemporary management theories
url https://doi.org/10.2478/mosr-2023-0006
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