Customer Experience Literature Analysis Based on Bibliometry. Customer experience (CX) has attracted an increasing interest of practitioners and scholars, since it has become an important basis for the competitiveness of organizations. To better understand how the literature in the customer experience field has evolved, this study presents a bibliometric study of 613 articles published in peerreviewed journals from 1991 to 2018 using citation and reference cocitation analyses. The results show that service quality, service encounter, and servicedominant logic literature encompass the foundations (intellectual roots) of the CX research field. This work brings four main contributions. Firstly, it demonstrates the emergence of customercentric theories that have contributed to the development of the CX field. Secondly, initial studies emphasized the hedonic aspects of consumption, although subsequent studies have broadened the CX scope. Thirdly, customer experience has evolved from a static to a dynamic view. Lastly, as the field consolidates, the role of technology has gained prominence.

Agility : customers perspective In competitive environments agility is emerging as an important determinant of success. Despite the widely accepted importance of agility there has been paucity in research on this construct, especially the customerxe2x80x99s perspective of agility. Rise of digital natives together with growth of ubiquitous information systems has changed the way firms engage with their customers. Firms are finding it difficult to establish sustained loyalty hence the long term sustained advantage over competition. Hence, firms are increasingly investing substantial resources on dynamic Customer Relationship Management systems such as mobileCRMS to better engage with customers to sense and respond quickly (Agility of the firm) to their demands. This paper investigates firmxe2x80x99s customer agility from customerxe2x80x99s perspective, and we propose a model to understand firmxe2x80x99s customer agility from customerxe2x80x99s point of view. The proposed model is derived based on previous conceptions of agility and the expectation confirmation theory (ECT). This paper reports the initial findings of this study obtained through a pilot test. The findings of the study demonstrate that customerxe2x80x99s view point on firmxe2x80x99s customer agility is an important determinant of achieving success through sustained competitive advantage.