Knowledge structures in service recovery: a bibliometric analysis

Atefeh Saniee, Aron O'Cass, Vida Siahtiri, Shahin Sharifi

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contributionpeer-review


Service recovery research has evolved into an extensive, diversified body of knowledge in its fourth decade of investigation. Despite the growth of the field, the fundamental formation of the literature which serves as the basis for future research directions has not received adequate attention. This study investigates the knowledge structure underlying the service recovery literature applying multivariate bibliometric methods: exploratory factor analysis (EFA), hierarchical cluster analysis (HCA), and multidimensional scaling (MDS). We use these techniques to explore the developments of theoretical themes and research streams in the literature over past 40 years. The bibliometric results drawn from our analysis provides a holistic outline of the literature and offer guidelines for future research in service recovery.
Original languageEnglish
Title of host publicationANZMAC 2019 Winds of Change
Subtitle of host publicationConference Proceedings
EditorsJames E. Richard, Djavlonbek Kadirov
Place of PublicationWellington
PublisherAustralian and New Zealand Marketing Academy (ANZMAC)
Number of pages4
Publication statusPublished - 2019
EventAustralian and New Zealand Marketing Academy Conference (ANZMAC 2019): Winds of Change - Wellington, New Zealand
Duration: 2 Dec 20194 Dec 2019


ConferenceAustralian and New Zealand Marketing Academy Conference (ANZMAC 2019)
Country/TerritoryNew Zealand


  • service recovery
  • systematic review
  • bibliometric analysis


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