A bibliometric investigation of service failure literature and a research agenda
A bibliometric investigation of service failure literature and a research agenda
Purpose: this paper aims to study the citations made in service failure literature and assesses the knowledge construction of this region of exploration to date.
Design/methodology/approach: the bibliometric investigation assesses 416 service failure articles in business associated research. Multidimensional scaling is used to uncover the scope of the scholarly impacts that have helped understand the nature of the service failure literature. The establishment of knowledge in the service failure literature is revealed by analysing co-citation data to identify significant topical impacts.
Findings: the theoretical model combines five areas with significant propositions for the future improvement of service failure as an area of investigation. The most important research themes in service failure literature are service failure, service failure communication, recovery process, recovery offer and intention.
Research limitations/implications: potential research concentrating on the service failure literature could use search terms improved from the literature review, or use a comparable approach whereby a board of well-informed scholars approved the key words used. Practical implications: This paper is beneficial for any reader who is interested in understanding the components of the perception of justice and recovery and how it improves repurchase intention.
Originality/value: the study seeks to influence resource and recovery-based concepts and utilises the five supporting knowledge groups to suggest a plan for future research that fills existing gaps and offers the possibility of expanding and enhancing the service failure literature.
Cluster analysis, Customer attitudes, Factor analysis, Intention, Perception of justice, Promotion, Research methods
2575-2619
Foroudi, Pantea
c237afb7-4c2a-4b96-87c4-4263f2c49ce8
Kitchen, Philip J
ab1af139-c884-4c39-a94a-9a3e7a20ff7f
Marvi, Reza
4e6d71b4-0a72-45cd-bdee-eb37f4e2fb05
Akarsu, Tugra
55dfe523-451c-47d2-a912-4beca0c1dced
Uddin, Helal
6b70d07c-dd41-4b41-846b-6ed2aa185b29
13 October 2020
Foroudi, Pantea
c237afb7-4c2a-4b96-87c4-4263f2c49ce8
Kitchen, Philip J
ab1af139-c884-4c39-a94a-9a3e7a20ff7f
Marvi, Reza
4e6d71b4-0a72-45cd-bdee-eb37f4e2fb05
Akarsu, Tugra
55dfe523-451c-47d2-a912-4beca0c1dced
Uddin, Helal
6b70d07c-dd41-4b41-846b-6ed2aa185b29
Foroudi, Pantea, Kitchen, Philip J, Marvi, Reza, Akarsu, Tugra and Uddin, Helal
(2020)
A bibliometric investigation of service failure literature and a research agenda.
European Journal of Marketing, 54 (10), .
(doi:10.1108/EJM-07-2019-0588).
Abstract
Purpose: this paper aims to study the citations made in service failure literature and assesses the knowledge construction of this region of exploration to date.
Design/methodology/approach: the bibliometric investigation assesses 416 service failure articles in business associated research. Multidimensional scaling is used to uncover the scope of the scholarly impacts that have helped understand the nature of the service failure literature. The establishment of knowledge in the service failure literature is revealed by analysing co-citation data to identify significant topical impacts.
Findings: the theoretical model combines five areas with significant propositions for the future improvement of service failure as an area of investigation. The most important research themes in service failure literature are service failure, service failure communication, recovery process, recovery offer and intention.
Research limitations/implications: potential research concentrating on the service failure literature could use search terms improved from the literature review, or use a comparable approach whereby a board of well-informed scholars approved the key words used. Practical implications: This paper is beneficial for any reader who is interested in understanding the components of the perception of justice and recovery and how it improves repurchase intention.
Originality/value: the study seeks to influence resource and recovery-based concepts and utilises the five supporting knowledge groups to suggest a plan for future research that fills existing gaps and offers the possibility of expanding and enhancing the service failure literature.
Text
Paper-A_bibliometric_investigation_of_service_failure- Accepted paper
- Accepted Manuscript
More information
Accepted/In Press date: 25 July 2020
e-pub ahead of print date: 13 October 2020
Published date: 13 October 2020
Keywords:
Cluster analysis, Customer attitudes, Factor analysis, Intention, Perception of justice, Promotion, Research methods
Identifiers
Local EPrints ID: 444731
URI: http://eprints.soton.ac.uk/id/eprint/444731
ISSN: 0309-0566
PURE UUID: 1afb3703-445a-4e6b-ac0c-706068bbc01a
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Date deposited: 02 Nov 2020 17:32
Last modified: 17 Mar 2024 03:58
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Contributors
Author:
Pantea Foroudi
Author:
Philip J Kitchen
Author:
Reza Marvi
Author:
Tugra Akarsu
Author:
Helal Uddin
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