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Full-Text Articles in Social and Behavioral Sciences
Mapping The Literature Using The Systematic Mapping Study Method For Customer Frustration Research, Taharuddin Taharuddin, Ria Arifianti, Tetty Herawaty, Arianis Chan, Erna Maulina, Margo Purnomo
Mapping The Literature Using The Systematic Mapping Study Method For Customer Frustration Research, Taharuddin Taharuddin, Ria Arifianti, Tetty Herawaty, Arianis Chan, Erna Maulina, Margo Purnomo
Library Philosophy and Practice (e-journal)
Abstract
The primary purpose of this article is to do classification and thematic analysis of previous research on customer frustration using a systematic mapping study (SMS). The main research was carried out by combining automatic and manual search. The automatic search was through electronic journal database references: ProQuest Research Library, EBSCOhost: Academic Search Complete, Google Scholar, Emerald Insight and Scopus, while the manual one was performed on Google search with the snowball sampling method. A total of 28 studies on costumer frustration in the form of journal articles and proceedings were included in the inclusion criteria. The results of the …