نوع مقاله : مقاله علمی پژوهشی
نویسندگان
1 مدیریت عملیات و فناوری اطلاعات/ دانشکده مدیریت و حسابداری دانشگاه علامه طباطبائی
2 دانشکده مدیریت و حسابداری دانشگاه علامه طباطبایی. تهران. ایران
3 مدیریت فناوری و کارآفرینی/ دانشکده مدیریت و حسابداری دانشگاه علامه طباطبائی
چکیده
کلیدواژه‌ها
موضوعات
عنوان مقاله [English]
نویسندگان [English]
This study aims to propose a framework for enhancing customer experience within service-oriented digital ecosystems. To this end, a systematic literature review was conducted, and the results of thematic analysis (qualitative) were integrated with those obtained from topic modeling (quantitative). Factors influencing the improvement of customer experience in service-oriented digital ecosystems were identified and categorized into 11 main factors and 33 sub-factors. These factors were then analyzed through the lens of service-dominant logic (SDL), and their management was delineated according to the five core principles of SDL.
The findings clarify the approaches and perspectives that should be adopted to pave the way for creating deeper, more sustained, and more meaningful customer experiences. By offering a framework for understanding the multifaceted nature of customer experience in digital ecosystems, this research contributes to the growing body of literature on digital ecosystems. Furthermore, it develops an innovative and comprehensive framework that is both empirically grounded (derived from 11 factors) and theoretically enriched (viewed through the lens of SDL). Beyond listing influential factors, it elucidates insights and approaches through which customer experience can be enhanced in service-oriented digital ecosystems. By highlighting the dual role of factors in both co-creating and co-destructing customer experience, this study provides profound theoretical and practical insights for architects of digital ecosystems.
کلیدواژه‌ها [English]
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