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Three decades of service recovery research: a bibliometric review

Author

Listed:
  • Akuthota Sankar Rao
  • Damodar Suar
  • Bimal Kishore Sahoo

Abstract

The goal of this research is to provide a bibliometric summary of the key trends in service recovery (SR) from 1990 to 2020. Between 1990 and 2020, the study employed the Scopus database including bibliometric metrics to reflect bibliographic data, such as the total number of publications as well as citations. The paper uses the VOSviewer to map journals, keywords, as well as institutions using bibliographic coupling and co-citation evaluation, resulting in a graphical display of the bibliographic information. Findings suggest that the most productive country is the USA, and the most productive journals are service-related. Using a co-citation analysis of the past literature, three major areas pertaining to theoretical developments, the emergence of SR, and the role of frontline employees for service recovery are identified. This study is useful to understand service failure and subsequent recovery such as papers related to scientific productivity thereby adding novelty to the research.

Suggested Citation

  • Akuthota Sankar Rao & Damodar Suar & Bimal Kishore Sahoo, 2024. "Three decades of service recovery research: a bibliometric review," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 49(3), pages 289-310.
    • Handle: RePEc:ids:ijsoma:v:49:y:2024:i:3:p:289-310
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