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.
|Title of host publication||ANZMAC 2019 Winds of Change|
|Subtitle of host publication||Conference Proceedings|
|Editors||James E. Richard, Djavlonbek Kadirov|
|Place of Publication||Wellington|
|Publisher||Australian and New Zealand Marketing Academy (ANZMAC)|
|Number of pages||4|
|Publication status||Published - 2019|
|Event||Australian and New Zealand Marketing Academy Conference (ANZMAC 2019): Winds of Change - Wellington, New Zealand|
Duration: 2 Dec 2019 → 4 Dec 2019
|Conference||Australian and New Zealand Marketing Academy Conference (ANZMAC 2019)|
|Period||2/12/19 → 4/12/19|
- service recovery
- systematic review
- bibliometric analysis
Saniee, A., O'Cass, A., Siahtiri, V., & Sharifi, S. (2019). Knowledge structures in service recovery: a bibliometric analysis. In J. E. Richard, & D. Kadirov (Eds.), ANZMAC 2019 Winds of Change: Conference Proceedings (pp. 1160-1163). Wellington: Australian and New Zealand Marketing Academy (ANZMAC).