Antecedents and Consequences of Customer Experience: A Meta-analysis

Customer experience has evolved significantly across different eras, becoming increasingly complex, particularly with the advent of technological advancements. These developments have led to the emergence of new frameworks and conceptual models within the existing body of literature. Despite this growing interest, there remains a lack of comprehensive meta-analytic studies that systematically synthesize the antecedents and outcomes of customer experience. The present study addresses this gap by conducting a meta-analysis to identify and examine key drivers and consequences of customer
experience. This research also aims to contribute to the ongoing academic conversation by offering an extensive literature review and providing an evidence-based framework grounded in empirical data. To achieve this, a thorough and systematic review of the literature was conducted, resulting in the
identification of 170 relevant articles comprising a total sample size of 106,503 participants. Based on the data extracted from these studies, a research model was developed that highlights the antecedents and outcomes of customer experience. Using meta-structural equation modeling, the study found that
factors such as the information systems success model, service interfaces, and service environment (servicescape) dimensions significantly influence customer experience. Customer loyalty is the ultimate dependent variable in the proposed research model.