N. Meenakshi

Bio: N. Meenakshi is an academic researcher from International Management Institute, New Delhi. The author has contributed to research in topics: The Internet. The author has an hindex of 1, co-authored 1 publications receiving 1 citations.

Evolution of Electronic Word of Mouth: A Systematic Literature Review Using Bibliometric Analysis of 20 Years (2000–2020):

Abstract: The internet has transformed the consumer approach to evaluate products and services. Consumers follow various internet-based platforms to evaluate products and services. Electronic word of mouth (...

Let us talk about something: The evolution of e-WOM from the past to the future

Abstract: Because e-WOM is one of the useful digital marketing elements for any organization, a better understanding of its process will help individuals take more advantage of this concept. e-WOM enables individuals to form relationships with firms, brands, and other customers, which leads to benefits for both consumers and companies. It plays a significant role in a firm’s performance. The present study implements a different approach to reviewing by combining two bibliometric methods, multidimensional scaling analysis (MDS) and hierarchical cluster analysis (HCA), via Bibexcel software to have a deeper investigation of the process. Considering the 468 journal papers on e-WOM allowed us to study the intellectual streams and significant perceptions underpinning e-WOM. By dividing the study timeframe into three periods, we realized that there have always been three main concepts in this field: consumer behavior, sales, and the tourism and hotel industry. Further, by proposing a framework, we have expanded these concepts accompanied by the role of artificial intelligence and robots in the process of e-WOM. Consequently, new concepts “r-WOM”, “automated user engagement”, and “smart selling” are introduced and demonstrated as a consequence of using technology-based tools in the process of e-WOM. Finally, the future scope of this field has been designed. We contribute to the literature by offering theoretical and managerial implications.

How do macro-environmental factors impact customer experience? A refined typology, integrative framework, and implications

Abstract: ABSTRACT In increasingly turbulent times shaped by macro-environmental shifts, the complexity of customer experience has radically intensified. Augmenting this complexity, myriad contingency factors are involved in customer experience delivery. Therefore, scholars have called for the development of a comprehensive view of the extent to which customer experience literature has viewed and studied the roles of macro-environmental factors, and an integrative understanding of how customer experience can be affected by different macro-environmental factors. To this end, this study (1) differentiates the concept of macro-environmental factors; (2) summarizes extant knowledge by conducting a systematic literature review via qualitative and quantitative analysis to identify relevant research gaps; and (3) grounded in the service-dominant logic service ecosystem perspective, develops an integrative framework that integrates a holistic, novel view and understanding of the dynamic relationship between customer experience and macro-environmental factors while accounting for different contingency factors of lower environmental factors (meso and micro). Using the COVID-19 crisis, we vividly illustrate the real-life applicability of the integrative framework we develop. The study broadens the scope of customer experience research, offers actionable ideas for business managers in a turbulent environment, and puts forth a research agenda identifying key research lines for advancing the customer experience research field.

A Bibliometric Review of Publication Trends in the Application of Landscape Metrics in Urban and Regional Planning

Abstract: Abstract Landscape metrics have been gaining popularity in urban and regional planning since the early 2000s. Primarily used to assess landscapes’ ecological composition and configuration, the field has expanded to include studies on the environment, land use studies, ecosystem services, spatiotemporal changes in land uses, perception studies, and peri-urban studies. However, a summarization and review of published literature in landscape metrics and its application in urban and regional planning is missing. The present study proposes to familiarize researchers with an overview of the publications in the field. Hence, the review aims at identifying the most prominent authors, papers, journals, keywords, and countries conducting studies in the subject domain. The Web of Science database was selected owing to the broader coverage. The selected articles from the Web of Science database are analyzed using Bibliometrix and Vosviewer software to gather relevant publication trends and identify the most significant networks. The present paper is limited to bibliometric analysis and has identified advances in using landscape metrics in urban and regional planning. The paper also indicates the potential future research areas.

Mapping the Field of Social Media Engagement: A Literature Review Using Bibliometric Analysis

Abstract: The aim of this article is to analyse the existing literature on social media engagement using bibliometric techniques to examine its evolution since its introduction in the business, management and accounting domains. This study comprises the following techniques based on a bibliometric analysis of 305 research papers extracted from Elsevier’s Scopus from 2011 to February 2021: citation analysis, co-citation analysis, co-occurrence of author keywords. The analysis highlights the essence of research in the field of social media engagement over the last 10 years. Social media engagement based on content, different platforms and various industries emerges as prominent themes in the extant literature. Further, the analysis identifies the most influential authors and journals, pertaining to the field of social media engagement. Lastly, directions for future research have been explained. Journal of Business Research has been a significant contributor to this concept among various other journals. This research will help practitioners obtain a deep understanding of the concept of social media engagement, which they can then use as a strategy to engage with customers.

Systematic review of eWOM literature in emerging economy using ACI framework

Abstract: PurposeThe purpose of this study is to conduct a systematic study of important research trends and published electronic word of mouth (eWOM) studies over the past 20 years in the emerging economy. This research is designed to identify the key areas of eWOM based on the Antecedents-Consequence-Intervention (ACI) framework. This paper is also aimed to analyze the current research status of each WOM area and critically review each area for developing future research directions.Design/methodology/approach616 articles were selected from 112 journals for in-depth review analysis. For the systematic review of articles, an ACI framework was adopted. This paper used systematic review analysis methodology to critically analyze important research studies in each area of the ACI framework with a set of research questions.FindingsResults identify six significant areas of eWOM, i.e. WOM antecedents, outcomes, senders, receivers, eWOM platform and eWOM management representing the whole environment. The result highlights increasing research interest on mixed eWOM and rich eWOM content and market-level source credibility factors. Research also identifies research gaps based on the ACI framework.Originality/valueAnalyzing the recent trends in the eWOM environment with the SLR approach and linking these trends to the ACI framework with a future research agenda in the emerging market indicated a pioneering attempt in eWOM research.