Tendencias emergentes en el bienestar del consumidor: un análisis bibliométrico
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A lo largo de los años, numerosos investigadores han intentado profundizar en el concepto de bienestar del cliente. Sin embargo, se ha encontrado una falta de investigaciones bibliométricas que ordenen e identifiquen de manera exhaustiva este campo de estudio. Por lo tanto, el objetivo de esta investigación es analizar críticamente los estudios relevantes que abordan el concepto de bienestar del cliente, con el fin de proporcionar una visión completa de las prácticas y enfoques relacionados con este concepto, con el fin de mejorar la comprensión de las necesidades y temáticas de investigación futura a través de un análisis bibliométrico sistemático. Para lograr esto, se recopilaron un total de 410 artículos publicados entre los años 2000 y 2023, los cuales fueron procesados utilizando el software VOSviewer. Los resultados revelan un aumento significativo en el número de publicaciones y la existencia de cinco clústeres que representan las corrientes de investigación, a saber: la experiencia transformadora, la satisfacción del cliente, el bienestar subjetivo del cliente, la psicología de la satisfacción, y el bienestar motivacional. Se discute la fragmentación de la literatura con base en variables propias de los procesos mentales del cliente como la motivación, emociones y la experiencia.
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