... and defined avenues for future research. Design/methodology/approach The review covered 105 papers from the Scopus database, published in English between January 2017 and August 2025. Narrative and supplemental semantic analyses were conducted of their abstracts to find key themes and concepts...

.... The themes are analysed across time periods and then compared to dominant themes identified in contemporary service research agendas. Recommendations are made based on the gaps found. This retrospective review will be useful to numerous key stakeholders including the editorial board and both existing...

...Dominik Mahr; Susan Stead; Gaby Odekerken-Schröder Purpose The purpose of this paper is to systematically review the concepts and theories underlying customer service experience (CSE) and its underlying five dimensions (physical, social, cognitive, affective and sensorial). In this research...

... and its dimensions on important marketing outcomes are tested. Design/methodology/approach – The narrative review of extant research helps formulate a conceptual model of SIQ, which is investigated using the univariate and multivariate meta-analysis. Findings – There are interdependencies...