{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,11]],"date-time":"2026-05-11T12:16:50Z","timestamp":1778501810586,"version":"3.51.4"},"reference-count":99,"publisher":"Emerald","issue":"10","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2025,10,28]]},"abstract":"<jats:sec>\n                    <jats:title>Purpose<\/jats:title>\n                    <jats:p>This research is the first to use bibliometric analysis to provide insight into the landscape and forecast the future of customer experience research in the banking sector.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Design\/methodology\/approach<\/jats:title>\n                    <jats:p>We used bibliographic coupling and co-word analysis to delineate the existing knowledge structure after reviewing 338 articles from the Web of Science database.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Findings<\/jats:title>\n                    <jats:p>The bibliographic coupling analysis revealed five key clusters: customer engagement and experience in digital banking; customer experience and service management; customer experience and market resilience; digital transformation and customer experience; and digital technology and customer experience\u2014each representing a significant strand of current research. In addition, the co-word analysis revealed four emerging themes: customer experience through AI and blockchain, digital evolution in banking, experience-driven ecosystems for customer satisfaction, and trust-based holistic banking experience.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Practical implications<\/jats:title>\n                    <jats:p>These findings not only sketch an overview of the current research domain but also hint at emerging areas ideal for scholarly investigation. While highlighting the industry\u2019s rapid adaptation to technological advances, this study calls for more integrative research to unravel the complexities of customer experience in the evolving digital banking ecosystem.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Originality\/value<\/jats:title>\n                    <jats:p>This review presents a novel state-of-the-art analysis of customer banking experience research by employing a science mapping via bibliometric analysis to unveil the knowledge and temporal structure.<\/jats:p>\n                  <\/jats:sec>","DOI":"10.1108\/k-11-2023-2251","type":"journal-article","created":{"date-parts":[[2024,5,26]],"date-time":"2024-05-26T07:42:24Z","timestamp":1716709344000},"page":"5845-5866","source":"Crossref","is-referenced-by-count":4,"title":["Unveiling current and future trends in customer banking experience research: a bibliometric analysis"],"prefix":"10.1108","volume":"54","author":[{"ORCID":"https:\/\/orcid.org\/0009-0001-1198-4266","authenticated-orcid":true,"given":"Mengxi","family":"Yang","sequence":"first","affiliation":[{"name":"International Education College, Hebei Finance University , ,","place":["Baoding, China"]}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-0369-4082","authenticated-orcid":true,"given":"Walton","family":"Wider","sequence":"additional","affiliation":[{"name":"Faculty of Business and Communications, INTI International University , ,","place":["Nilai, Malaysia"]}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Shuoran","family":"Xiao","sequence":"additional","affiliation":[{"name":"School of Financial Technology, Hebei Finance University , ,","place":["Baoding, China"]}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Leilei","family":"Jiang","sequence":"additional","affiliation":[{"name":"Faculty of Education and Liberal Arts, INTI International University , ,","place":["Nilai, Malaysia"]}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Muhammad Ashraf","family":"Fauzi","sequence":"additional","affiliation":[{"name":"Faculty of Industrial Management, Universiti Malaysia Pahang Al-Sultan Abdullah , ,","place":["Gambang, Malaysia"]}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Alex","family":"Lee","sequence":"additional","affiliation":[{"name":"Hertfordshire Business School, University of Hertfordshire , ,","place":["Hatfield, UK"]}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","published-online":{"date-parts":[[2024,5,28]]},"reference":[{"issue":"2","key":"2025102701171066100_ref001","doi-asserted-by":"publisher","first-page":"258","DOI":"10.1108\/jec-06-2020-0126","article-title":"Digital transformation in financial services provision: a Nigerian perspective to the adoption of chatbot","volume":"15","author":"Abdulquadri","year":"2021","journal-title":"Journal of Enterprising Communities"},{"key":"2025102701171066100_ref002","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1016\/j.ijinfomgt.2021.102387","article-title":"Algorithmic bias in data-driven innovation in the age of AI","volume":"60","author":"Akter","year":"2021","journal-title":"International Journal of Information Management"},{"key":"2025102701171066100_ref003","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1016\/j.chb.2020.106548","article-title":"Customer experiences in the age of artificial intelligence","volume":"114","author":"Ameen","year":"2021","journal-title":"Computers in Human Behavior"},{"issue":"13","key":"2025102701171066100_ref004","doi-asserted-by":"publisher","first-page":"1","DOI":"10.3390\/electronics12132857","article-title":"Word-of-mouth engagement in online social networks: influence of network centrality and density","volume":"12","author":"Anastasiei","year":"2023","journal-title":"Electronics (Switzerland)"},{"issue":"4","key":"2025102701171066100_ref005","doi-asserted-by":"publisher","first-page":"460","DOI":"10.1177\/1094670514539395","article-title":"Misalignment and its influence on integration quality in multichannel services","volume":"17","author":"Banerjee","year":"2014","journal-title":"Journal of Service Research"},{"issue":"1","key":"2025102701171066100_ref006","doi-asserted-by":"publisher","first-page":"69","DOI":"10.1007\/s10961-022-09978-2","article-title":"How do entrepreneurs perform digital marketing across the customer journey? 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