Customer Journey Analysis

Customer Journey Analysis is a longitudinal analytical framework within marketing analytics that systematically maps and evaluates the sequential touchpoints and interactions a customer engages with across multiple channels over time to understand the progression toward a desired behavioral outcome.

213

Publications

18.9K

Citations

578

Authors

295

Institutions

Publications per year

2017–2026

144

Variants

Customer Journey Analytics

Parents

Marketing Analytics

Children

B2b Customer JourneyCustomer Decision JourneyCustomer Lifetime Journey AnalysisCustomer Retention JourneyCustomer Transition AnalysisJourney Analytics DashboardsJourney Stage AnalysisJourney-based Customer SegmentationMobile Customer JourneyService Journey Analysis

Publications

213

Understanding Customer Experience Throughout the Customer Journey

Katherine N. Lemon, Peter C. Verhoef · Journal of Marketing · 2016 · 5.2K citations · Full text

Business, Marketing, Marketing Management +14

The impact of social media influencers on travel decisions: the role of trust in consumer decision journey

Rebeka-Anna Pop, Zsuzsa Săplăcan, Dan‐Cristian Dabija et al. · Current Issues in Tourism · 2021 · 653 citations

Management, Marketing, Tourism Management +17

Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens

Clay M. Voorhees, Paul W. Fombelle, Yany Grégoire et al. · Journal of Business Research · 2017 · 469 citations · Full text

Business, Marketing, Marketing Management +14

How to create a realistic customer journey map

Mark S. Rosenbaum, Mauricio Losada-Otálora, Germán Contreras Ramírez · Business Horizons · 2016 · 423 citations

Business, Marketing, Marketing Management +12

Customer journeys: a systematic literature review

Asbjørn Følstad, Knut Kvale · Journal of Service Theory and Practice · 2018 · 374 citations · Full text

Business, Marketing, Service Design +15

1–5 of 213

Authors

578

RH
Ragnhild Halvorsrud
SINTEF, Norway
4 publications · 317 citations
4
h-index
AF
Asbjørn Følstad
SINTEF, Norway
4 publications · 673 citations
4
h-index
MH
Marwan Hassani
RWTH Aachen University, Germany
4 publications · 127 citations
4
h-index
KK
Knut Kvale
Telenor (Norway), Norway
4 publications · 673 citations
4
h-index
LD
Linda D. Hollebeek
Tallinn University of Technology, Estonia
3 publications · 317 citations
3
h-index

1–5 of 578

Institutions

295

1–8 of 295

Venues

Journal of Retailing and Consumer Services
10 publications · 655 citations
10
h-index
Journal of Business Research
JBR · 9 publications · 1.3K citations
9
h-index
Journal of the Academy of Marketing Science
6 publications · 616 citations
6
h-index
Journal of service management
7 publications · 317 citations
6
h-index
Journal of Service Theory and Practice
JSTP · 5 publications · 694 citations
5
h-index

1–5