Javed Ali, Masroor Ali, Sadaf Latif, M. S. Korejo, Aisha Ghori
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引用次数: 0
摘要
本研究旨在探讨 "SERVQUAL"、其在文献中的变体、与服务环境及其服务质量的关联。数据提取自 Scopus,时间跨度为 1987 年至 2020 年,并通过 MS Excel 和 VOSviewer 软件进行分析。通过共著分析和共现分析,确定了全球各项目(作者、国家和作者关键词)之间的联系与合作。文献计量制图的结果表明,Han H. 和 Lee S. 与其他作者的关联度最高,美国在合作和关联方面位居其他国家之首,总关联强度(TLS)较大。针对不同的服务环境,SERVQUAL 也有不同的变体。研究结果提出了尚未充分探索的 SERVQUAL 变体、服务环境和未来研究方向的主题领域。本研究就文献中已开发的 SERVQUAL 变体和未来研究的服务背景提出了有价值的见解。
Retrospective view of SERVQUAL for prospective directions: A bibliometric analysis
The current study aims to explore ‘SERVQUAL’, its variants in the literature, associations with service contexts and their service quality. Data is extracted from Scopus for the timeline of 1987 to 2020, and it is analysed in MS Excel & VOSviewer software. Co-authorship and Co-occurrence analysis have been performed to identify the links and collaborations among the items (authors, countries, and author keywords) globally. Findings of bibliometric mapping show that Han H. and Lee S. both have highest association with other authors, United States is on the top of other countries in collaborations and affiliations with greater total link strength (TLS). Diverse variants of SERVQUAL have been identified for different service contexts. Findings suggested underexplored SERVQUAL variants, services context, and subject areas for future research directions. This study presents the valuable insights regarding the variants of SERVQUAL that have been developed in the literature and the service context for future research.