Methodological proposals for the study of consumer experience

Larissa Becker*

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

19 Citations (Scopus)

Abstract

Purpose
As the consumer experience literature broadens in scope – specifically, from dyads to ecosystems and from provider-centric to consumer-centric perspective – traditional data collection methods are no longer adequate. In that context, the paper aims to discuss three little-used data collection methods that can contribute to this broader view of consumer experience.
Design/methodology/approach
The paper identifies methodological requirements for exploring the broadened view of consumer experience and reviews data collection methods currently in use.
Findings
The paper elaborates tailored guidelines for the study of consumer experience through first-hand, systemic and processual perspectives for three promising and currently underused data collection methods: phenomenological interviews, event-based approaches and diary methods.
Research limitations/implications
Although the list of identified methods is not exhaustive, the methods and guidelines discussed here can be used to advance empirical investigation of consumer experience as more broadly understood.
Practical implications
Practitioners can apply these methods to gain a more complete view of consumers’ experiences and so offer value propositions compatible with those consumers’ lifeworlds.
Originality/value
The paper principally contributes to the literature in two ways: by defining the methodological requirements for investigating consumer experience from consumer-centric, systemic and processual perspectives, and by specifying a set of data collection methods that meet these requirements, along with tailored guidelines for their use.
Original languageEnglish
Peer-reviewed scientific journalQualitative Market Research: An International Journal
Volume21
Issue number4
Pages (from-to)465-490
ISSN1352-2752
DOIs
Publication statusPublished - 2018
MoE publication typeA1 Journal article - refereed

Keywords

  • 512 Business and Management
  • process
  • consumer experience
  • diary
  • phenomenology
  • ecosystem
  • consumer-centric

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