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Journal : JER

Mapping The Evolution of Customer Experience Management Research in Indonesia Pasuhuk, Lefrand S.; Kainde, Sandra J. R.; Mandagi, Deske W.
Jurnal Economic Resource Vol. 9 No. 1 (2026): October - March
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v9i1.2104

Abstract

Customer Experience Management (CEM) has emerged as a critical strategic paradigm for enhancing customer satisfaction, strengthening loyalty, and sustaining competitive advantage in increasingly digital and experience-driven markets. This study conducts a systematic literature review (SLR) to map the evolution, intellectual structure, and thematic development of CEM research in the Indonesian context. Following the PRISMA framework, 210 records were initially retrieved from the Scopus database, yielding a final sample of 67 peer-reviewed journal articles published between 2010 and 2025. Bibliometric and keyword co-occurrence analyses reveal four dominant research clusters: customer experience and relationship management; brand management and brand equity development; digital and technology-enabled marketing; and sales performance and market-driven strategy. The findings indicate that Indonesian CEM research has evolved from traditional service quality and satisfaction perspectives toward more integrated, experience-centric, and digitally enabled frameworks. Despite this progress, several areas remain underexplored, including emotional and psychological dimensions of customer experience, advanced analytics and artificial intelligence integration, ethical and cultural considerations, and the development of robust, context-sensitive experience measurement frameworks. By synthesizing fragmented research streams into a coherent thematic structure, this study offers theoretical insights into the maturation of CEM research. It provides a foundation for advancing future scholarship and managerial practice in Indonesia and similar emerging market contexts.
A Decade of Brand Experience Research in Indonesia: Evolution, Patterns, and Future Directions Kainde, Sandra J.R.; Pasuhuk, Lefrand S.; Mandagi, Deske W.
Jurnal Economic Resource Vol. 9 No. 1 (2026): October - March
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v9i1.2109

Abstract

In contemporary branding and marketing scholarship, brand experience has become a pivotal construct for explaining how firms create value, cultivate loyalty, and maintain competitive advantage in increasingly digital and experience-intensive markets. Responding to this shift, the present study conducts a systematic literature review (SLR) to examine the evolution, intellectual structure, and thematic composition of brand experience research in the Indonesian context. Guided by the PRISMA framework, the review process screened 14,326 records retrieved from the Scopus database, resulting in a final sample of 132 peer-reviewed journal articles published between 2015 and 2025. Bibliometric and keyword co-occurrence analyses reveal five dominant thematic clusters: (1) core brand experience and relational outcomes, (2) brand management and brand equity formation, (3) digital and technology-mediated brand experience, (4) service quality and experience design, and (5) context-specific and market applications. The findings indicate that brand experience research in Indonesia has transitioned from early service quality and satisfaction-oriented perspectives toward more integrative, strategically grounded, and digitally enabled experiential frameworks. Despite this progression, several vital areas remain underdeveloped, including the emotional and psychological foundations of brand experience, the deeper integration of advanced analytics and artificial intelligence, ethical and cultural dimensions of experiential value, and the development of robust, context-sensitive measurement approaches. By synthesizing fragmented research streams into a coherent thematic structure, this study advances theoretical understanding of brand experience. It provides a structured foundation for future scholarly inquiry and managerial application in Indonesia and comparable emerging market settings.