Análisis bibliométrico de la investigación en calidad de servicio

JENNIFER KAREN RIVERA-ARROYO, LUIS ARAYA-CASTILLO, FRANCISCO GANGA-CONTRERAS, JUAN PABLO TORRES, FRANCISCO SÁNCHEZ MORALES

Resultado de la investigación: Contribución a una revistaArtículorevisión exhaustiva

Resumen

This work aims to present the main trends published on the subject of quality of service in the literature of administration, economics, education, marketing, psychology and sociology. The work compiles quantitative information on the studied top-ics by performing cluster analysis between articles according to the shared references cited by them between 1978 and 2018. We collected data from 11,255 articles published on quality of ser-vice from the Web database of Science (WoS) with a systematic search based on a series of common keywords. The bibliomet-ric map represents seven clusters that refer to different dimen-sions of the quality of service literature. Besides, the results show that Purasuraman et al. (1988) was the article with a the largest number of citations, and Cronin et al. (2000) wrote the article with the most significant number of bibliographic coupling. The journal with the most articles on quality of service is Total Quality Management & Business, and the journal that collects the most citations is the Journal of Marketing. Considering the research centers that published the most on quality of service, Hong Kong Polytech University and Texas A&M University stand out. Finally, the United States dominates the scientific production on quality of services in terms of the number of publications and citations. This review serves as a guide, offering information on the most cited content, topics of interest, sources and authors in the area of service quality.

Título traducido de la contribuciónBibliometric analysis of service quality research
Idioma originalEspañol
Páginas (desde-hasta)404-415
Número de páginas12
PublicaciónInterciencia
Volumen46
N.º11
EstadoPublicada - nov. 2021

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