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...
Main Authors: | , |
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Format: | Article |
Language: | English |
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Sciendo
2023-06-01
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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. |
first_indexed | 2024-03-11T20:32:25Z |
format | Article |
id | doaj.art-88ef13a06e55453081ed9ccd11e34290 |
institution | Directory Open Access Journal |
issn | 2335-8750 |
language | English |
last_indexed | 2024-03-11T20:32:25Z |
publishDate | 2023-06-01 |
publisher | Sciendo |
record_format | Article |
series | Organizacijų Vadyba: Sisteminiai Tyrimai |
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 |
work_keys_str_mv | AT raisyssimonasjuozapas managementtheoriespotentialforbetterdigitalservicecustomerexperience AT raisieneagotagiedre managementtheoriespotentialforbetterdigitalservicecustomerexperience |