Concepedia

Journey Mapping

Journey Mapping is a representational method within experience and service design disciplines that systematically visualizes the temporal, emotional, and operational progression of a user’s or guest’s interactions with a service, product, or environment over time, distinguishing itself by emphasizing stakeholder touchpoints, pain points, and moments of value across distinct phases of engagement.

189

Publications

11.1K

Citations

577

Authors

289

Institutions

Publications per year

2017–2026

105

Parents

Children

Publications

189

How to create a realistic customer journey map

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

, , +12

Process mapping the patient journey: an introduction

T. M. Trebble, N. Hansi, Theresa Hydes et al. · BMJ · 2010 · 389 citations

, , +14

Customer journeys: a systematic literature review

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

, , +15

Servicescape elements, customer predispositions and service experience: The case of theme park visitors

Ping Dong, Noel Yee‐Man Siu · Tourism Management · 2012 · 369 citations

, , +14

Relationship journeys in the internet of things: a new framework for understanding interactions between consumers and smart objects

Thomas P. Novak, Donna L. Hoffman · Journal of the Academy of Marketing Science · 2018 · 315 citations

, , +15

1–5 of 189

Authors

577

  1. AK
    André Kushniruk

    University of Victoria, Canada

    4 publications · 172 citations

    4

    h-index

  2. AL
    Amanda L. Joseph

    University of Victoria, Canada

    3 publications · 152 citations

    3

    h-index

  3. JK
    Janet Kelly

    The University of Adelaide, Australia

    3 publications · 148 citations

    3

    h-index

  4. FA
    Frédéric Adam

    University College Cork, Ireland

    2 publications · 269 citations

    2

    h-index

  5. TM
    Tamara Mackean

    Flinders University, Australia

    2 publications · 50 citations

    2

    h-index

1–5 of 577

Institutions

289

  1. Loughborough University

    Loughborough, United Kingdom

    5 h-index

    5 publications

    265 citations

  2. Monash University

    Melbourne, Australia

    4 h-index

    10 publications

    554 citations

  3. University of Victoria

    Victoria, Canada

    4 h-index

    14 publications

    591 citations

  4. University of Cambridge

    Cambridge, United Kingdom

    3 h-index

    7 publications

    578 citations

  5. Queensland University of Technology

    Brisbane, Australia

    3 h-index

    5 publications

    134 citations

  6. University of Warwick

    Coventry, United Kingdom

    3 h-index

    6 publications

    185 citations

  7. Flinders University

    Adelaide, Australia

    3 h-index

    8 publications

    539 citations

  8. Amsterdam University Medical Centers

    Amsterdam, The Netherlands

    2 h-index

    10 publications

    290 citations

1–8 of 289

Venues

  1. Tourism Management

    9 publications · 1K citations

    9

    h-index

  2. Journal of Retailing and Consumer Services

    4 publications · 294 citations

    4

    h-index

  3. Journal of Hospitality and Tourism Management

    3 publications · 150 citations

    3

    h-index

  4. Journal of Destination Marketing & Management

    3 publications · 169 citations

    3

    h-index

  5. 3

    h-index

1–5