Autor según el artículo: Sánchez-Rebull, M.-V.; Rudchenko, V.; Martín, J.-C.

Departamento: Gestió d'Empreses

Autor/es de la URV: Sánchez-Rebull, M.-V.; Rudchenko, V.; Martín, J.-C.

Palabras clave: Satisfacció dels consumidors Aproximació analítica Satisfacción de los consumidores Aproximación analítica Analytical approach. Client satisfaction literature review

Resumen: The objective of this study is to analyze publication's evolution on the topic of client satisfaction using the Scopus database in the English language for the period 1954-2016. The methodology used in this paper is a literature review conducted on 2753 scientific articles and 156 journals. After establishing 100 top publications topics on client satisfaction, the contributors find that authors used almost the same methods of research and data collection. The main results demonstrate the increase of interest over the theme in different social and economic sciences, as well as in different countries. Important scientific journals also increase the number of publications on client satisfaction. Besides the high interest over this theme in the academia, the international literature reviews are still scarce. The approach, based on the construction of a database using a systematic selection process that was applied to the English language publications on social and economic science areas, is a valid tool that can be applied for literature reviews in all areas within social and economic sciences. To the contributors knowledge, the bibliometric analysis is applied for the first time on client satisfaction, so this is also a novel aspect of the paper to highlight.

Grupo de investigación: Economia i Gestió del Sector Turístic

Áreas temáticas: Economia i empresa Economía y empresa Economics and business

Acceso a la licencia de uso: https://creativecommons.org/licenses/by/3.0/es/

ISSN: 1727-7051

Identificador del autor: 0000-0002-9920-4104; 0000-0002-9779-4374;

Fecha de alta del registro: 2017-10-17

Página final: 106

Volumen de revista: 15

Versión del articulo depositado: info:eu-repo/semantics/publishedVersion

Enlace a la fuente original: https://businessperspectives.org/journals/problems-and-perspectives-in-management/issue-1-contents/bibliometric-analysis-over-research-on-client-satisfaction

URL Documento de licencia: http://creativecommons.org/licenses/by-nc/4.0/

DOI del artículo: 10.21511/ppm.15(1).2017.10

Entidad: Universitat Rovira i Virgili

Año de publicación de la revista: 2017

Página inicial: 99

Tipo de publicación: Article Artículo Article