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Thematic Evolution of Service Quality (2011-2023): Insights for Future Research Directions

Author

Listed:
  • Javed Ali

    (Assistant Professor, SMBS University of Southampton, Malaysia Author-2-Name: Erum Neseer Korejo Author-2-Workplace-Name: "Faculty of Economics and Management The National University of Malaysia (UKM) Bangi, 43600, Selangor, Malaysia " Author-3-Name: Aisha Ghouri Author-3-Workplace-Name: "Department of Media and Communication Studies, University Malaya, 50603, Kuala Lumpur, Malaysia " Author-4-Name: Muhammad Azeem Abro Author-4-Workplace-Name: "Department of Business Administration Sukkur IBA University, Pakistan " Author-5-Name: Author-5-Workplace-Name: Author-6-Name: Author-6-Workplace-Name: Author-7-Name: Author-7-Workplace-Name: Author-8-Name: Author-8-Workplace-Name:)

Abstract

" Objective - The current study is designed to explore service quality (SQ). It aims to review the bibliometric data of SQ literature and present insights. Method/ Approach - Thematic keyword analysis is performed to identify broader themes. A total of 9618 documents (after limiting to different filters) from 2011 to 2023 in Scopus were included for analysis which were then divided into five phases, hence called five shades of SQ. The search was limited to the keyword ""Service Quality"". Findings - Seven themes evolved from the bibliometric data of SQ. Results reveal different transitions and continuations of certain sub-themes (keywords) across different temporal shades of SQ (from S1 to S5). Also, findings present insights associated with emerged themes, i.e., quality, outcomes/DVs, models/theories, context (services & countries), methodologies, technologies, and services marketing concepts. Originality/ Value - This study uncovers different insights for the researchers and practitioners in terms of emerging, continued, and discontinued themes across the five shades of SQ. Moreover, the empirical studies can be developed and deepened on such emerging themes or sub-themes. Type of Paper - Review"

Suggested Citation

  • Javed Ali, 2024. "Thematic Evolution of Service Quality (2011-2023): Insights for Future Research Directions ," GATR Journals jmmr341, Global Academy of Training and Research (GATR) Enterprise.
    • Handle: RePEc:gtr:gatrjs:jmmr341
    DOI: https://doi.org/10.35609/jmmr.2024.9.4(2)
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    References listed on IDEAS

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    1. Ai-Hsuan Chiang & Silvana Trimi, 2020. "Impacts of service robots on service quality," Service Business, Springer;Pan-Pacific Business Association, vol. 14(3), pages 439-459, September.
    2. Qian Chen & Yeming Gong & Yaobin Lu & Jing Tang, 2022. "Classifying and measuring the service quality of AI chatbot in frontline service," Post-Print hal-04325624, HAL.
    3. Chen, Qian & Gong, Yeming & Lu, Yaobin & Tang, Jing, 2022. "Classifying and measuring the service quality of AI chatbot in frontline service," Journal of Business Research, Elsevier, vol. 145(C), pages 552-568.
    4. Prentice, Catherine & Nguyen, Mai, 2021. "Robotic service quality – Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Service Quality; Insights; Thematic Analysis; Bibliometrics.;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • M19 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Other

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