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Demirkan, H., Kauffman, R. J., Vayghan, J. A., Fill, H., Karagiannis, D., & Maglio, P. P. (2008). Service-Oriented Technology and Management: Perspectives on Research and Practice for the Coming Decade. Electronic Commerce Research and Applications, 7, 356-376.
https://doi.org/10.1016/j.elerap.2008.07.002

has been cited by the following article:

• TITLE: Systematic Literature Review on Product and Customer Centricity, Customer Experience, and Loyalty

  AUTHORS: Jairo da Silva Muniz Sobrinho, Murillo de Oliveira Dias, Guilherme Vieira Marcolino, Poliano Bastos da Cruz

  KEYWORDS: Systematic Literature Review (SLR), Product Centrism, Customer Experience, Loyalty

  JOURNAL NAME: Open Journal of Business and Management, Vol.13 No.2, March 11, 2025

  ABSTRACT: In this article, we present a systematic literature review (SLR) focused on Product and Customer Centrism, as well as Customer Experience and Customer Loyalty—topics that are often studied together. Our goal was to map the evolution of these subjects over the past 125 years, offering a significant advancement compared to a traditional bibliographic review. We collected a total of 12,000 records of scholarly publications from four different databases using keyword searches, resulting in 15,343 publications (657 exclusions) with a combined total of 2,937,235 citations, excluding patents. Using these records, we conducted a bibliometric analysis, which revealed that academic research primarily revolves around two themes: customer centricity. Notably, the number of citations related to Customer Experience and Customer Loyalty has increased sevenfold over the past 50 years and is projected to double in the coming decades. Our findings also show trends in research studies and the geographical distribution of academic contributions. Furthermore, our article offers implications and recommendations for future research in this field.