Title: Three decades of service recovery research: a bibliometric review

Authors: Akuthota Sankar Rao; Damodar Suar; Bimal Kishore Sahoo

Addresses: Department of Humanities and Social Sciences, Indian Institute of Technology Kharagpur, West Bengal, India ' Department of Humanities and Social Sciences, Indian Institute of Technology Kharagpur, West Bengal, India ' Department of Humanities and Social Sciences, Indian Institute of Technology Kharagpur, West Bengal, India

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.

Keywords: service recovery; bibliometric review; three decades; co-citation; scientific productivity.

DOI: 10.1504/IJSOM.2024.143064

International Journal of Services and Operations Management, 2024 Vol.49 No.3, pp.289 - 310

Received: 08 Apr 2022
Accepted: 04 Aug 2022
Published online: 03 Dec 2024 *

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