VR/AR in Customer Experience: A Bibliometric Review
DOI:
https://doi.org/10.58812/wsshs.v4i06.2943Keywords:
Virtual Reality (VR), Augmented Reality (AR), Customer Experience, Bibliometric Analysis, VOSviewerAbstract
The current study offers a bibliometric analysis of academic research on VR/AR in customer experience, whose objectives include exploring the intellectual structure, thematic trends, and global patterns of cooperation within the research area. Data for the analysis were collected from a scientific database and analyzed via bibliometric methods such as co-word analysis, co-authorship mapping, density visualization, and citation analysis in VOSviewer software. The findings show that VR and AR represent the main research constructs which have close relationships with user experience, e-commerce, digital marketing, and human-computer interaction. Thematic trend analysis shows a transformation from basic research on the usability and immersivity of the interface towards more applied studies focused on e-commerce, tourism, and metaverse customer experiences. Citation analysis highlights a number of highly impactful publications that have contributed significantly to the theoretical and methodological development of the field, in particular, to experiential marketing and technology-driven customer experience. Network analysis also highlights the global, although uneven, nature of collaboration networks and certain hub countries in international cooperation.
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