Research themes, concepts and relationships

Alan Pilkington · Kah‐Hin Chai

77 citations0/0 files storedInternational Journal of Service Industry Management

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Customer Service Quality and Loyalty scientometrics and bibliometrics research Service and Product Innovation

Abstract

Purpose The purpose of this paper is to investigate the core themes of service research by analysing citations in theInternational Journal of Service Industry Management(IJSIM). It also aims to discuss changes in the discipline's sub‐fields and identifies emerging topics. Design/methodology/approach The paper is an empirical analysis of citations and co‐citations from theIJSIM. Network and factor analysis are used to analyse and group the data. The study is unique in performing the analysis at the individual publication level, rather than following the normal aggregated author co‐citation analysis method. Research limitations/implications The study examines onlyIJISM. Future study on other top journal such asJournal of Service Researchwould provide a more complete picture on service research. Findings The study identifies that the core ideas of service research centred on service quality and customer satisfaction. Also identified are periphery areas which may become more significant. Originality/value The main contribution of this article is the use of the novel network analysis technique to analyze the 15,003 citations in the 435 articles published inIJSIMbetween 1990‐2005. This is a quantitative analysis unlike previous review articles which rely largely on the observations and reflections of pioneering researchers.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1984Case Study Research: Design and Methods 1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 1989User Acceptance of Computer Technology: A Comparison of Two Theoretical Models 1994The Commitment-Trust Theory of Relationship Marketing 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence

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