<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>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.</p>
</abstract>

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.

Management Theories’ Potential for Better Digital Service Customer Experience

Management of Organizations: Systematic Research

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Digital service provision has undergone a period of considerable change because of the COVID-19 pandemic, and the challenges of delivering a positive customer...

Management Theories’ Potential for Better Digital Service Customer Experience

Publié en ligne: 28 sept. 2023

Pages: 87 - 101

Reçu: 20 avr. 2023

Accepté: 20 août 2023

DOI: https://doi.org/10.2478/mosr-2023-0006

Mots clés
customer experience, digital services, contemporary management theories

© 2023 Simonas Juozapas Raišys et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Management Theories’ Potential for Better Digital Service Customer Experience

Publié en ligne: 28 sept. 2023

Pages: 87 - 101

Reçu: 20 avr. 2023

Accepté: 20 août 2023

DOI: https://doi.org/10.2478/mosr-2023-0006

Mots cléscustomer experience, digital services, contemporary management theories

© 2023 Simonas Juozapas Raišys et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Mots clés
customer experience, digital services, contemporary management theories