바로가기메뉴

본문 바로가기 주메뉴 바로가기

logo

Distribution of other Customer Perception on Brand Experience: A Bibliometrics Analysis Study

The Journal of Distribution Science / The Journal of Distribution Science, (P)1738-3110; (E)2093-7717
2022, v.20 no.11, pp.47-59
https://doi.org/https://doi.org/10.15722/jds.20.11.202211.47
NGUYEN, Linh Thi Dieu
TRINH, Anh Thuy

Abstract

Purpose: The study aims to synthesize research trends regarding the distribution of 'other customer perception' on 'brand experience'; concurrently, to identify the promising research directions and suggest useful for managers. Research design, data, and methodology: The paper deals with the distribution of 'other customer perception' on 'brand experience' through evaluating a systematic review combined with biological mapping analysis (VOS viewer) with 226 documents published in 142 journals from 1987 to 2021. Results: The study synthesizes and analyzes existing literature reviews on the distribution of 'other customer perception' on 'brand experience', which mainly highlights three research topic groups. Exploring the component of relationship should be considered in the brand experience scale when the research context is the social interactions surrounding the customer's purchasing process. Moreover, the presence of mindfulness in several publications has suggested a potential research direction in the consumer behavior field. Conclusions: The systematic reports can be a useful reference for managers towards building brand experience based on distribution of 'other customer perception' with moderating of mindfulness - a new finding of behavioral interaction that has just experienced the Covid-19 pandemic which is experienced directly at the store and lead to many changes in consumer psychology.

keywords
Distribution, Other Customer Perception, OCP, Brand Experience, Mindfulness, Bibliometrics

Reference

1.

Alloza, A. (2008). Brand Engagement and Brand Experience at BBVA, the Transformation of a 150 Years Old Company. Corporate Reputation Review, 11(4), 371–379. https://doi.org/10.1057/crr.2008.31

2.

Argo, J. J., Dahl, D. W., & Manchanda, R. V. (2005). The Influence of a Mere Social Presence in a Retail Context. Journal of Consumer Research, 32(2), 207–212. https://doi.org/10.1086/432230

3.

Bahl, S., Milne, G. R., Ross, S. M., Mick, D. G., Grier, S. A., Chugani, K., Chan, S., Gould, S. J., Cho, Y., Dorsey, J. D., Robert, M., Murdock, M. R., & Boesen, S. (2016). Mindfulness: The Transformative Potential for Consumer, Societal, and Environmental Well-Being. Journal of Public Policy & Marketing, 35(2), 25–37. https://doi.org/10.1509/jppm.15.139.

4.

Baker, J. (1986). The role of the environment in marketing services: the consumer perspective. The Role of the Environment in Marketing Services: The Consumer Perspective, 1(January), 79–89.

5.

Barnes, S., Brown, K. W., Krusemark, E., Campbell, W. K., & Rogge, R. D. (2007). The role of mindfulness in romantic relationship satisfaction and responses to relationship stress. Journal of Marital and Family Therapy, 33(4), 482–500. https://doi.org/10.1111/j.1752-0606.2007.00033.x

6.

Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience: What is It? How is it Measured? Does it Affect Loyalty? Journal of Marketing, 73(3), 52–68. https://doi.org/10.1509/jmkg.73.3.052

7.

Bresciani, S., Ciampi, F., Meli, F., & Ferraris, A. (2021). Using big data for co-innovation processes: Mapping the field of data-driven innovation, proposing theoretical developments and providing a research agenda. International Journal of Information Management, 60 (October), 1-15. https://doi.org/10.1016/j.ijinfomgt.2021.102347

8.

Brocato, E. D., Voorhees, C. M., & Baker, J. (2012). Understanding the Influence of Cues from Other Customers in the Service Experience: A Scale Development and Validation. Journal of Retailing, 88(3), 384–398. https://doi.org/10.1016/j.jretai.2012.01.006

9.

Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81–93. https://doi.org/10.1509/jmkg.65.2.81.18255

10.

Denyer, D., & Tranfield, D. (2009). Producing a Systematic Review. In The SAGE Handbook of Organizational Research Methods, 671–689.

11.

Ding, C. G., & Tseng, T. H. (2015). On the relationships among brand experience, hedonic emotions, and brand equity. European Journal of Marketing, 49(7–8), 994–1015. https://doi.org/10.1108/EJM-04-2013-0200

12.

Erika, R. L. (2005). Mindfulness and consumerism. In T. Kasser & A. D. Kanner (Eds.), Psychology and consumer culture: The struggle for a good life in a materialistic world, 107–125, American Psychological Association. https://doi.org/10.1037/10658-007

13.

Falagas, M. E., Pitsouni, E. I., Malietzis, G. A., & Pappas, G. (2008). Comparison of PubMed, Scopus, Web of Science, and Google Scholar: strengths and weaknesses. The FASEB Journal, 22(2), 338–342. https://doi.org/10.1096/fj.07-9492lsf

14.

Gilboa, S., I., V.-Y., & Chebat, J. . (2016). Capturing the multiple facets of mall experience: developing and validating a scale. Journal of Consumer Behaviour, 15(1), 48–59. https://doi.org/10.1002/cb

15.

Higgins, J. P. T., Thomas, J., Chandler, J., Cumpston, M., Li, T., Page, M. J., & Welch, V. A. (2019). Cochrane handbook for systematic reviews of interventions. In Cochrane Handbook for Systematic Reviews of Interventions. https://doi.org/10.1002/9781119536604

16.

Huaman-Ramirez, R., & Merunka, D. (2019). Brand experience effects on brand attachment: the role of brand trust, age, and income. European Business Review, 31(5), 610–645. https://doi.org/10.1108/EBR-02-2017-0039

17.

Hwang, J., & Han, H. (2015). Understanding Other Customer Perceptions in the Private Country Club Industry. Asia Pacific Journal of Tourism Research, 20(8), 875–896. https://doi.org/10.1080/10941665.2014.936476

18.

Japutra, A., & Molinillo, S. (2019). Responsible and active brand personality: On the relationships with brand experience and key relationship constructs. Journal of Business Research, 99(August), 464–471. https://doi.org/10.1016/j.jbusres.2017.08.027

19.

Keller, K. L. (2013). Strategic Brand Management: Building, Measuring, and Managing Brand Equity. In Pearson Education Limited, 1-591. https://doi.org/10.2307/1252315

20.

Klein, J. F., Falk, T., Esch, F. R., & Gloukhovtsev, A. (2016). Linking pop-up brand stores to brand experience and word of mouth: The case of luxury retail. Journal of Business Research, 69(12), 5761–5767. https://doi.org/10.1016/j.jbusres.2016.04.172

21.

Kraus, S., Breier, M., & Dasí-Rodríguez, S. (2020). The art of crafting a systematic literature review in entrepreneurship research. International Entrepreneurship and Management Journal, 16(3), 1023–1042. https://doi.org/10.1007/s11365-020-00635-4

22.

Kruger, L.-M. (2018). Brand loyalty: Exploring self-brand connection and brand experience. Journal of Product & Brand Management, 27(2), 172-184. https://doi.org/10.1108/JPBM-07-2016-1281

23.

Langer, E. J. (1989). Mindfulness. MA:Addision-Wesley, 1-136.

24.

Langer, E. J. (1992). Matters of mind: Mindfulness/mindlessness in perspective. Consciousness and Cognition, 1(3), 289–305. https://doi.org/10.1016/1053-8100(92)90066-J

25.

Langer, E. J. (2000). Mindful learning. Current Directions in Psychological Science, 9(6), 220–223. https://doi.org/10.1111/1467-8721.00099

26.

Langer, E. J., & Moldoveanu, M. (2000). Mindfulness research and the future. Journal of Social Issues, 56(1), 129–139. https://doi.org/10.1111/0022-4537.00155

27.

Lehtinen, J. R. (1991). Two approaches to service quality dimensions. The Service Industries Journal, 11(3), 287–303. https://doi.org/10.1080/02642069100000047

28.

Martin, Brett A. S. (2012). A Stranger’s Touch: Effects of Accidental Interpersonal Touch on Consumer Evaluations and Shopping Time. Journal of Consumer Research, 39(1), 174–184. https://doi.org/10.1086/662038

29.

Martin, C. L. (1996). Consumer-to-consumer relationships: Satisfaction with other consumers’ public behavior. Journal of Consumer Affairs, 30(1), 146–169. https://doi.org/10.1111/j.1745-6606.1996.tb00729.x

30.

McGrath, M. A., & Otnes, C. (1995). Unacquainted influencers: When strangers interact in the retail setting. Journal of Business Research, 32(3), 261–272. https://doi.org/10.1016/0148-2963(94)00051-F

31.

Merz, M. A., He, Y., & Vargo, S. L. (2009). The evolving brand logic: A service-dominant logic perspective. Journal of the Academy of Marketing Science, 37(3), 328–344. https://doi.org/10.1007/s11747-009-0143-3

32.

Mitra, J. L., & Greenberg, M. T. (2016). Hanbook of Mindfulness. Springer International Publishing Switzerland, 1-539. https://doi.org/10.1007/978-3-319-44019-4_27

33.

Moore, R., Moore, M. L., & Capella, M. (2005). The impact of customer-to-customer interactions in a high personal contact service setting. Journal of Services Marketing, 19(7), 482–491. https://doi.org/10.1108/08876040510625981

34.

Morgan-Thomas, A., & Veloutsou, C. (2013). Beyond technology acceptance: Brand relationships and online brand experience. Journal of Business Research, 66(1), 21–27. https://doi.org/10.1016/j.jbusres.2011.07.019

35.

Moscardo, G. (2017). Exploring mindfulness and stories in tourist experiences. International Journal of Culture, Tourism, and Hospitality Research, 11(2), 111–124. https://doi.org/10.1108/IJCTHR-11-2016-0108

36.

Naylor, G., Kleiser, S. B., Baker, J., & Yorkston, E. (2008). Using transformational appeals to enhance the retail experience. Journal of Retailing, 84(1), 49–57. https://doi.org/10.1016/j.jretai.2008.01.001

37.

Ndubisi, N. O. (2012). Mindfulness, quality and reliability in small and large firms. In International Journal of Quality & Reliability Management, 29(6), 600–606. https://doi.org/10.1108/02656711211245683

38.

Ndubisi, N. O. (2014). Consumer Mindfulness and Marketing Implications. Psychology and Marketing, 31(4), 237–250. https://doi.org/10.1016/j.jbusres.2011.02.019

39.

Ngo, L. V., Gavin, N., Sarah, D., Hoang, T. P. T., & Tam, T. H. Le. (2016). Perceptions of others, mindfulness, and brand experience in retail service setting. Journal of Retailing and Consumer Services, 33, 43–52. https://doi.org/10.1016/j.jretconser.2016.07.003

40.

Nysveen, H., Pedersen, P. E., & Skard, S. (2012). Brand experiences in service organizations: Exploring the individual effects of brand experience dimensions. Journal of Brand Management, 20(5), 404–423. https://doi.org/10.1057/bm.2012.31

41.

Payne, A., Storbacka, K., Frow, P., & Knox, S. (2009). Co-creating brands: Diagnosing and designing the relationship experience. Journal of Business Research, 62(3), 379–389. https://doi.org/10.1016/j.jbusres.2008.05.013

42.

Prahalad, C. K., & Ramaswamy, V. (2000). Co-Opting Customer Competence. Harvard Business Review, 78(1), 79–87.

43.

Prahalad, C. K., & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18(3), 5–14. https://doi.org/10.1002/dir.20015

44.

Pratscher, S. D., Rose, A. J., Markovitz, L., & Bettencourt, A. (2018). Interpersonal Mindfulness: Investigating Mindfulness in Interpersonal Interactions, co-Rumination, and Friendship Quality. Mindfulness, 9(4), 1206–1215. https://doi.org/10.1007/s12671-017-0859-y

45.

Pratscher, S. D., Wood, P. K., King, L. A., & Bettencourt, B. A. (2019). Interpersonal Mindfulness: Scale Development and Initial Construct Validation. Mindfulness, 10(6), 1044–1061. https://doi.org/10.1007/s12671-018-1057-2

46.

Roswinanto, W., & Strutton, D. (2014). Investigating the Advertising Antecedents to and Consequences of Brand Experience. Journal of Promotion Management, 20(5), 607–627. https://doi.org/10.1080/10496491.2014.946206

47.

Schmitt, B. (2009). The concept of brand experience. Journal of Brand Management, 16(7), 417–419. https://doi.org/10.1057/bm.2009.5

48.

Schmitt, B., Joško Brakus, J., & Zarantonello, L. (2015). From experiential psychology to consumer experience. Journal of Consumer Psychology, 25(1), 166–171. https://doi.org/10.1016/j.jcps.2014.09.001

49.

Sheth, J. (2020). Impact of Covid-19 on consumer behavior: Will the old habits return or die? Journal of Business Research, 117, 280–283. https://doi.org/10.1016/j.jbusres.2020.05.059

50.

Sreejesh, S., Sarkar, J. G., Sarkar, A., Eshghi, A., & M.R, A. (2018). The impact of other customer perception on consumer-brand relationships. Journal of Service Theory and Practice, 28(2), 130–146. https://doi.org/10.1108/JSTP-11-2016-0207

51.

Todeschini, R., & Baccini, A. (2016). Handbook of bibliometric indicators. Wiley-VCH. https://doi.org/10.1002/9783527681969

52.

Tombs, A., & McColl-Kennedy, J. R. (2003). Social-servicescape conceptual model. Marketing Theory, 3(4), 447–475. https://doi.org/10.1177/1470593103040785

53.

Tranfield, D., Denyer, D., & Smart, P. (2003). Towards a Methodology for Developing Evidence-Informed Management Knowledge by Means of Systematic Review. British Journal of Management, 14(3), 207–222. https://doi.org/10.1111/1467-8551.00375

54.

Trudeau, H. S., & Shobeiri, S. (2016). Does Social Currency Matter in Creation of Enhanced Brand Experience? Journal of Product & Brand Management, 25(1), 98–114. https://doi.org/10.1108/EUM0000000001126

55.

van Eck, N. J., & Waltman, L. (2010). Software survey: VOSviewer, a computer program for bibliometric mapping. Scientometrics, 84(2), 523–538. https://doi.org/10.1007/s11192-009-0146-3

56.

Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1–10. https://doi.org/10.1007/s11747-007-0069-6

57.

Wang, C., Pan, R., Wan, X., Tan, Y., Xu, L., McIntyre, R. S., Choo, F. N., Tran, B., Ho, R., Sharma, V. K., & Ho, C. (2020). A longitudinal study on the mental health of general population during the COVID-19 epidemic in China. Brain, Behavior, and Immunity, 87(April), 40–48. https://doi.org/10.1016/j.bbi.2020.04.028

58.

Wikström, S. (1996). The customer as co‐producer. European Journal of Marketing, 30(4), 6–19. https://doi.org/10.1108/03090569610118803

59.

Wohlin, C. (2014). Guidelines for snowballing in systematic literature studies and a replication in software engineering. ACM International Conference Proceeding Series, 29-38. https://doi.org/10.1145/2601248.2601268

60.

Wohlin, C. (2016). Second-generation systematic literature studies using snowballing. ACM International Conference Proceeding Series, 03(June), 3–8. https://doi.org/10.1145/2915970.2916006

The Journal of Distribution Science