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Does data curation matter in citation and co-citation analysis? Evidence from a top service journal
Abstract
Bibliometric scholars have primarily evaluated massive data without refining any potential typing and/or spelling errors, resulting in two constraints: misinterpretation of findings and misleading future research in the knowledge domain. Thus, this study aims to introduce the data curation approach in order to reduce these restrictions. Utilizing a renowned service journal (Journal of Service Research) as the study sample, we first acquired all published papers and then constructed raw and clean datasets. We ran citation and co-citation analyses on these datasets separately. Our investigation reveals that clean data yielded more trustworthy and valid results than raw data with redundant references. This study provides an answer to how and why data in bibliometric analysis needs to be cleaned. It thus contributes to the literature by suggesting a new route for scholars to improve the accuracy and reliability of their bibliometric findings.
Scant information exists in the literature on the ethical considerations when adopting and implementing Artificial Intelligence (AI) in services. To address this research gap, this study conducts a bibliometric analysis of 286 research articles, identified from the Scopus and Web of Science databases, on AI ethics in services. The findings revealed that most of the research on AI ethics in services is from the United Kingdom, the U.S., and China. The co-occurrence analysis further revealed that AI ethics is a complex dimension, where several ethic types are found, namely digital, business, machine, and artificial. Additionally, AI effects should be considered from micro, meso, and macro perspectives to ensure that AI systems are ethically correct. The thematic findings highlighted that for AI systems to be safe and effective in industry, they should be responsible and human-centered. Developing such systems requires defining and implementing several features, including transparency, responsibility, explainability, and accountability. Finally, the obtained findings highlighted the need for increasing awareness of AI ethics in services as well as developing regulatory frameworks and laws in this context. The findings of this study can help various stakeholders (policymakers, developers, business owners, etc.) promote the safe and effective adoption of AI in industry.
This study documents the intellectual structure and progress of hospitality leadership research over the past sixty years by presenting a perspective and conspectus. The authors use text mining analysis to explore topic highlights and how they have shifted over time. Leadership development has been the predominant feature followed by contemporary leadership behaviors. Of the eight leadership domains revealed by the co-citation and text mining analyses, four are associated with leadership styles, which in their turn impact on employees. LMX is the leading theme in hospitality leadership research, with growing attention to the darker side of leadership, particularly abusive supervision. The current study contributes to the hospitality literature by considering coverage of leadership issues since the 1960 s. Furthermore, it encompasses the evolution of hospitality leadership research from the development of theory to a focus on impacts, thereby providing crucial insights that may allow industry professionals to lead their organizations more effectively and efficiently.
This paper provides an overview and insight into the intellectual foundations and evolution of hospitality scholarship. The authors found that hospitality research has exhibited certain defining and evolving characteristics when an extended period – six decades – is considered. Quantitative methods have predominated with ongoing efforts to reach agreement about the most valid and applicable research methods. Four of the six identified research domains are marketing related, each with its defining characteristics. Some domains are heavily reliant on sources from work originally published in “mainstream” literature such as marketing, though the fast-developing field of online reviews draws sources overwhelmingly from the hospitality and tourism journals. The paper contributes to theory by synthesizing key theoretical concerns over six decades. It also evidences the shift of hospitality scholarship from its pragmatic and operational origins to a stronger theory base offering practitioners an important reference point when confronting unprecedented industry upheavals.
The dark side leadership literature remains a highly relevant yet fragmented and ambiguous literature stream. Therefore, we conduct a bibliometric analysis using co-citation and pathfinder analysis to describe and visualize the intellectual origins of the field by combining predefined word lists with expert validation. Our results suggest that there are key authors as well as other distinctive characteristics of research that also guides future research. Thematic clusters of the dark side literature suggest heightened emphasis on single dark traits such as narcissism while other constructs such as psychopathy receive little attention. Articles by Tepper can be linked to a central position in the network. Implications for theory and practice are discussed.
In this paper, we employ bibliometric analysis to empirically analyse the research on social entrepreneurship published between 1996 and 2017. By employing methods of citation analysis, document co-citation analysis, and social network analysis, we analyse 1296 papers containing 74,237 cited references and uncover the structure, or intellectual base, of research on social entrepreneurship. We identify nine distinct clusters of social entrepreneurship research that depict the intellectual structure of the field. The results provide an overall perspective of the social entrepreneurship field, identifying its influential works and analysing scholarly communication between these works. The results further aid in clarifying the overall centrality features of the social entrepreneurship research network. We also examine the integration of ethics into social entrepreneurship literature. We conclude with a discussion on the structure and evolution of the social entrepreneurship field.
If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviors that signal whether customers remain with or defect from a company. Results from a multicompany empirical study examining relationships from the model concerning customers’ behavioral intentions show strong evidence of their being influenced by service quality. The findings also reveal differences in the nature of the quality-intentions link across different dimensions of behavioral intentions. The authors’ discussion centers on ways the results and research approach of their study can be helpful to researchers and managers.
The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions and recommendations to stimulate future research about service quality are offered.
The aim of the present research is to investigate the intellectual structure of creative economy research (CER) with a bibliometric analysis based on co-citation. Firstly, we try to reconstruct the evolution of academic research on creative economy with particular attention to the themes of regional and local economic development. Secondly, we investigate the community of contributions/actors that contributed to its generation throughout social network analysis. We analyse publications collected from ISI Web of Science, which includes all academic works starting from the seminal contribution of Department of Culture Media and Sport in 1998. Through the analysis of 941 publications produced over 16 years, we investigate the evolution of CER. Then we apply a relational analysis exploring co-citations of ‘disseminators’ and founders’ work’ of CER. Results underline that creative economy may be considered as a successful multidisciplinary paradigm born and developed in English-speaking countries, developed even on a global level, and still in a developmental phase. The internal structure of research appears fragmented in many sub-communities concentrated around some key concepts. Whereas creative class and creative city contribute to the foundation of the field, cultural and creative industries are the most important and recent topic.
In today’s scientific society, Science is one of the most popular and referred journals that have an impact factor of 33.611 according to journal citation reports of 2014. In this study a scientometric analysis of the research articles published in Science from 2006–2015 has been made based on the citation data available in the Web of Science.A brief study on the type of published items by Science has been made and publications under article section have been found highest. From 2006 to 2015 Science published 25987 items that contained 8045 (30.96%) items under article section. The influence of the research articles to the overhaul journal’s impact factor was calculated based on the immediacy index comparison of research articles and overall journal items for each year from 2006–2015. The average authorship of the research papers has seen an increasing trend and the researches published in Science are highly collaborative (degree of collaboration always ≥0.96). From cited references study, it was found that each year Science generates an average of 10% self citations from the outgoing citations through its research articles. After a Bradford’s distribution study on the cited references, it was found that the core group of cited journal by Science contains 15 journals that shares 24.91% of outgoing citations. Evaluation of subject area of core 15 journals reveals that research papers from “Biochemistry, Genetics & Molecular biology” get most citations from Science. USA is the top contributing country with 71.43% of article contribution and University of California System is the top contributing organization with 15.88% of article contribution between 2006–2015.
Evidence from past research and insights from an exploratory investigation are combined in a conceptual model that defines and relates price, perceived quality, and perceived value. Propositions about the concepts and their relationships are presented, then supported with evidence from the literature. Discussion centers on directions for research and implications for managing price, quality, and value.
Bibliometric methods or "analysis" are now firmly established as scientific specialties and are an integral part of research evaluation methodology especially within the scientific and applied fields. The methods are used increasingly when studying various aspects of science and also in the way institutions and universities are ranked worldwide. A sufficient number of studies have been completed, and with the resulting literature, it is now possible to analyse the bibliometric method by using its own methodology. The bibliometric literature in this study, which was extracted from Web of Science, is divided into two parts using a method comparable to the method of Jonkers et al. (Characteristics of bibliometrics articles in library and information sciences (LIS) and other journals, pp. 449-551, 2012: The publications either lie within the Information and Library Science (ILS) category or within the non-ILS category which includes more applied, "subject" based studies. The impact in the different groupings is judged by means of citation analysis using normalized data and an almost linear increase can be observed from 1994 onwards in the non-ILS category. The implication for the dissemination and use of the bibliometric methods in the different contexts is discussed. A keyword analysis identifies the most popular subjects covered by bibliometric analysis, and multidisciplinary articles are shown to have the highest impact. A noticeable shift is observed in those countries which contribute to the pool of bibliometric analysis, as well as a self-perpetuating effect in giving and taking references.
In this article, we attempt to distinguish between the properties of moderator and mediator variables at a number of levels. First, we seek to make theorists and researchers aware of the importance of not using the terms moderator and mediator interchangeably by carefully elaborating, both conceptually and strategically, the many ways in which moderators and mediators differ. We then go beyond this largely pedagogical function and delineate the conceptual and strategic implications of making use of such distinctions with regard to a wide range of phenomena, including control and stress, attitudes, and personality traits. We also provide a specific compendium of analytic procedures appropriate for making the most effective use of the moderator and mediator distinction, both separately and in terms of a broader causal system that includes both moderators and mediators. (46 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Since the introductory article for what has become known as the “service-dominant (S-D) logic of marketing,” “Evolving to
a New Dominant Logic for Marketing,” was published in the Journal of Marketing (Vargo, S. L., & Lusch, R. F. (2004a)), there
has been considerable discussion and elaboration of its specifics. This article highlights and clarifies the salient issues
associated with S-D logic and updates the original foundational premises (FPs) and adds an FP. Directions for future work
are also discussed.
KeywordsService-dominant logic-New-dominant logic-Service
Despite increasing awareness of the need to trace the trajectory of innovation system research, so far little attention has been given to quantitative depiction of the evolution of this fast-moving research field. This paper uses CiteSpace to demonstrate visually intellectual structures and developments. The study uses citation analysis to detect and visualize disciplinary distributions, keyword co-word networks and journal cocitation networks, highly cited references, as well as highly cited authors to identify intellectual
turning points, pivotal points and emerging trends, in innovation systems system research from 1975 to 2012.
We aim to develop a meaningful single-source reference for management and organization scholars interested in using bibliometric methods for mapping research specialties. Such methods introduce a measure of objectivity into the evaluation of scientific literature and hold the potential to increase rigor and mitigate researcher bias in reviews of scientific literature by aggregating the opinions of multiple scholars working in the field. We introduce the bibliometric methods of citation analysis, co-citation analysis, bibliographical coupling, co-author analysis, and co-word analysis and present a workflow for conducting bibliometric studies with guidelines for researchers. We envision that bibliometric methods will complement meta-analysis and qualitative structured literature reviews as a method for reviewing and evaluating scientific literature. To demonstrate bibliometric methods, we performed a citation and co-citation analysis to map the intellectual structure of the Organizational Research Methods journal.
In this article, we provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development. We present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests. We discuss the comparative advantages of this approach over a one-step approach. Considerations in specification, assessment of fit, and respecification of measurement models using confirmatory factor analysis are reviewed. As background to the two-step approach, the distinction between exploratory and confirmatory analysis, the distinction between complementary approaches for theory testing versus predictive application, and some developments in estimation methods also are discussed.
Given the significant, sustained growth in services experienced worldwide, Arizona State University’s Center for Services Leadership embarked on an 18-month effort to identify and articulate a set of global, interdisciplinary research priorities focused on the science of service. Diverse participation from academics in a variety of disciplines working in institutions around the world—in collaboration with business executives who lead organizations ranging from small startups to Global 1000 companies—formed the basis for development of the priorities. The process led to the identification of the following 10 overarching research priorities:
• Fostering service infusion and growth
• Improving well-being through transformative service
• Creating and maintaining a service culture
• Stimulating service innovation
• Enhancing service design
• Optimizing service networks and value chains
• Effectively branding and selling services
• Enhancing the service experience through cocreation
• Measuring and optimizing the value of service
• Leveraging technology to advance service
For each priority, several important and more specific topic areas for service research emerged from the process. The intent is that the priorities will spur service research by shedding light on the areas of greatest value and potential return to academia, business, and government. Through academic, business, and government collaboration, we can enhance our understanding of service and create new knowledge to help tackle the most important opportunities and challenges we face today.
Relationships are an important aspect of doing business, and few businesses can survive without establishing solid relationships with their customers. Although the marketing literature suggests that personal relationships can be important to service firms, little specificity has been provided as to which relational aspects should receive attention. In this study, the authors examine one specific aspect of customer-employee relationships, rapport, that they believe may be particularly salient in service businesses characterized by a high amount of interpersonal interactions. Rapport has received relatively little attention in the marketing literature; the goal of this study is to fill this gap in the literature. In two different service contexts, the authors find support for two empirically distinct dimensions of rapport. They also find a positive relationship between these dimensions and satisfaction, loyalty intent, and word-of-mouth communication. They conclude by suggesting future research directions for further academic inquiry of rapport in service contexts.
This research examines the benefits customers receive as a result of engaging in long-term relational exchanges with service
firms. Findings from two studies indicate that consumer relational benefits can be categorized into three distinct benefit
types: confidence, social, and special treatment benefits. Confidence benefits are received more and rated as more important
than the other relational benefits by consumers, followed by social and special treatment benefits, respectively. Responses
segmented by type of service business show a consistent pattern with respect to customer rankings of benefit importance. Management
implications for relational strategies and future research implications of the findings are discussed.
Several theories of relationship marketing propose that customers vary in their relationships with a firm on a continuum from transactional to highly relational bonds. Few empirical studies have segmented the customer base of an organization into low and high relational groups to assess how evaluations vary for these groups. Using structural equation analysis, the authors analyze the relationships of satisfaction, trust, and commitment to component satisfaction attitudes and future intentions for the customers of a New York off-Broadway repertory theater company. For the low relational customers (individual ticket buyers and occasional subscribers), overall satisfaction is the primary mediating construct between the component attitudes and future intentions. For the high relational customers (consistent subscribers), trust and commitment, rather than satisfaction, are the mediators between component attitudes and future intentions.
Despite the claim that satisfaction ratings are linked to repurchase behavior, few attempts can be found that relate satisfaction ratings to actual repurchase behavior. This article fills this void by presenting a conceptual model for relating satisfaction ratings and repurchase behavior. The model is based on the premise that ratings observed in a typical customer satisfaction survey are error-prone measures of the customer's true satisfaction, and they may vary systematically on the basis of consumer characteristics. The authors apply the model to a large-scale study of 100,040 automotive customers. Results show that consumers with different characteristics have different thresholds such that, at the same level of rated satisfaction, repurchase rates are systematically different among different customer groups. The authors also find that the nature and extent of response bias in satisfaction ratings varies by customer characteristics. In one group, the response bias is so high that rated satisfaction is completely uncorrelated to repurchase behavior (r = 0). Furthermore, the authors find that, though nonlinear, the functional form relating rated satisfaction to repurchase intent is different from the one relating it to repurchase behavior. Although the functional form exhibits decreasing returns in the case of repurchase intent, it exhibits monotonically increasing returns in the case of repurchase behavior.
Practically, co-authored research work reaches higher visibility and impact as compared to the individual published work. The objective of this study is to analyze the correlation between the number of coauthors in a published paper and the number of times that paper is cited in the literature. The analysis is divided into three categories: (i) research field-based analysis; (ii) influential co-author-based analysis and (iii) influential first author-based analysis. The ArnetMiner dataset version 6 is used for analysis. The research methodology is composed of research-field-based, influential co-authors-based, and influential co-author as a first author-based correlational analysis of citations for research articles. The research area is defined for each research article using the abstract from the dataset. The results show that most of the research fields have increasing citability with a greater number of co-authors. Research fields like programming languages carry more citations and knowledge representation and reasoning carry fewer citations with a higher number of co-authors in a paper. With an increased H-index of co-author and first co-author in a paper, the association between co-authors and citations is more negative than positive. However, in the field of bioinformatics, the association is positive both with influential an co-author and first co-author of a paper. This paper fulfils the need to identify role of collaboration in gaining research citability. It enhances the credibility of research both in academia and industry.
Purpose
This study aims to conduct a critical review of the research on the sharing economy to identify its key intellectual foundations and their evolution and offers thematic and methodological recommendations for future research to advance the domain.
Design/methodology/approach
A tri-method approach using bibliometric (co-citation) analysis, thematic content analysis and a quantitative systematic literature review was conducted on sharing economy research in hospitality and tourism journals, up to and including May 2020.
Findings
The findings from the three methods were coherent and provide a clear picture of the fact that while research on the sharing economy in hospitality and tourism has achieved significant depth, the breadth of the understanding of this area remains somewhat limited. Each of the three periods of research on the sharing economy identified in the study were marked by a focus on specific thematic areas, with largely Western-situated researchers demonstrating limited theoretical engagement and using a limited range of methods and perspectives (disciplinary, stakeholders and sectors) to examine these themes.
Research limitations/implications
Recommendations for future thematic research opportunities are provided using a multi-level perspective. The present review does not include research that incorporates the impacts of COVID-19, which has significantly disrupted the hospitality and tourism industry and is the focus of current research in the field. However, the review represents the largest and most comprehensive assessment of the state of research on the sharing economy prior to COVID-19, and, as such, can serve as a valuable baseline for future reviews of sharing economy research during and after the pandemic.
Originality/value
In contrast with previous literature reviews, the present review is comprehensive in its scope, methodology and temporal coverage of sharing economy research. It also examines the evolution of research on the topic, enabling a more nuanced identification of gaps and future thematic and methodological research opportunities.
This study introduces MAK approach to investigate intellectual structure of fields which
combines text-net analysis (TNA), latent dirichlet allocation (LDA), and co-citation analysis. Researchers have previously deployed co-citation analysis to reveal the intellectual structure of fields. However, in these applications, the research has two technical limitations—small representativeness in datasets analyzed and the primary consideration for dated documents—towards the co-citation analysis. These limitations impede the formation of a larger picture in the structure. The present study seeks to eliminate these limitations by utilizing TNA and LDA methods as topic modeling approaches for 38,368 journal articles as references with 125,154 appearances in 2680 articles published between 1980 and 2019 in the Strategic Management Journal (SMJ). We suggest researchers should embrace MAK approach as complementary approach to research, with its focus on the intellectual structures of the field. We provide a workfow to show potential research applications and address advantages and limitations associated with the two new methods.
Relationship marketing-establishing, developing, and maintaining successful relational exchanges-constitutes a major shift in marketing theory and practice. After conceptualizing relationship marketing and discussing its ten forms, the authors (1) theorize that successful relationship marketing requires relationship commitment and trust, (2) model relationship commitment and trust as key mediating variables, (3) test this key mediating variable model using data from automobile tire retailers, and (4) compare their model with a rival that does not allow relationship commitment and trust to function as mediating variables. Given the favorable test results for the key mediating variable model, suggestions for further explicating and testing it are offered.
In this paper we used a co-citation network analysis to quantify and illustrate the dynamic patterns of research in ecology and evolution over 40 years (1975–2014). We addressed questions about the historical patterns of development of these two fields. Have ecology and evolution always formed a coherent body of literature? What dominant ideas have motivated research activity in these two fields? How long have these ideas attracted the attention of researchers? Contrary to what was expected, we did not observe any trend towards a stronger integration of ecology and evolution into one big cluster that would suggest the existence of a single community. Three main bodies of literature have stayed relatively stable over time: population/community ecology, evolutionary ecology, and population/quantitative genetics. Other fields have disappeared, emerged or mutated over time. Besides, research organization has shifted from a taxon-oriented structure to a concept-oriented one over the years, with researchers working on the same topics but on different taxa showing more interactions.
As a value co-creation tool, there is growing adoption of self-service technology (SST) in hospitality. However, SST has received limited hospitality research attention. As a guide for future research, the purpose of this study was to conduct a bibliometric analysis focusing, first, on the hospitality and tourism SST literature, but then expanding to include the broader business SST literatures. The goals of this research were to examine the evolution and current trends in SST research; to identify the studies which have made key contributions to the intellectual foundation, development, and turning points; and to identify key SST research topics, trends, and questions. The analysis covers 199 journal articles published in HTM (n = 23) and the broader business management literature (n = 176) between 2000 and 2017. The results identify foundational articles, turning point articles, and article clusters. The study closes with recommendations for future hospitality SST research as well as theoretical implications.
International Journal of Hospitality Management is a leading journal in ‘Hospitality, Tourism and Management’ field. The journal celebrated its 35th anniversary in 2016. The aim of this paper is to provide a complete lifetime overview of the academic structure of the journal using bibliometric indicators since its inception and until the last year completed. This analysis includes key factors such as the most cited articles, leading authors, originating institutions and countries, the publication and citation structures, and the keywords most commonly used. The bibliometric data used to conduct this analysis come from the Scopus database. Additionally, the VOS viewer software is used to create a graphic map of the bibliometric results. The graphical analysis uses co-citation, bibliographic coupling and co-occurrence. Results indicate that IJHM is a leading journal in the areas where it is indexed, with publications from a wide range of authors, institutions, and countries around the world.
Marketing theory and practice have focused persistently on exchange between buyers and sellers. Unfortunately, most of the research and too many of the marketing strategies treat buyer-seller exchanges as discrete events, not as ongoing relationships. The authors describe a framework for developing buyer-seller relationships that affords a vantage point for formulating marketing strategy and for stimulating new research directions.
Many individual companies and some industries monitor customer satisfaction on a continual basis, but Sweden is the first country to do so on a national level. The annual Customer Satisfaction Barometer (CSB) measures customer satisfaction in more than 30 industries and for more than 100 corporations. The new index is intended to be complementary to productivity measures. Whereas productivity basically reflects quantity of output, CSB measures quality of output (as experienced by the buyer). The author reports the results of a large-scale Swedish effort to measure quality of the total consumption process as customer satisfaction. The significance of customer satisfaction and its place within the overall strategy of the firm are discussed. An implication from examining the relationship between market share and customer satisfaction by a location model is that satisfaction should be lower in industries where supply is homogeneous and demand heterogeneous. Satisfaction should be higher when the heterogeneity/homogeneity of demand is matched by the supply. Empirical support is found for that proposition in monopolies as well as in competitive market structures. Likewise, industries in general are found to have a high level of customer satisfaction if they are highly dependent on satisfaction for repeat business. The opposite is found for industries in which companies have more captive markets. For Sweden, the 1991 results show a slight increase in CSB, which should have a positive effect on the general economic climate.
Salespeople involved in the marketing of complex services often perform the role of “relationship manager.” It is, in part, the quality of the relationship between the salesperson and the customer that determines the probability of continued interchange between those parties in the future. A relationship quality model is advanced and tested that examines the nature, consequences, and antecedents of relationship quality, as perceived by the customer. The findings suggest that future sales opportunities depend mostly on relationship quality (i.e., trust and satisfaction), whereas the ability to convert those opportunities into sales hinges more on conventional source characteristics of similarity and expertise. Relational selling behaviors such as cooperative intentions, mutual disclosure, and intensive followup contact generally produce a strong buyer-seller bond.
For consumers, evaluation of a service firm often depends on evaluation of the “service encounter” or the period of time when the customer interacts directly with the firm. Knowledge of the factors that influence customer evaluations in service encounters is therefore critical, particularly at a time when general perceptions of service quality are declining. The author presents a model for understanding service encounter evaluation that synthesizes consumer satisfaction, services marketing, and attribution theories. A portion of the model is tested experimentally to assess the effects of physical surroundings and employee responses (explanations and offers to compensate) on attributions and satisfaction in a service failure context.
The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and restaurants. The incidents were categorized to isolate the particular events and related behaviors of contact employees that cause customers to distinguish very satisfactory service encounters from very dissatisfactory ones. Key implications for managers and researchers are highlighted.
Several issues relating to goodness of fit in structural equations are examined. The convergence and differentiation criteria, as applied by Bagozzi, are shown not to stand up under mathematical or statistical analysis. The authors argue that the choice of interpretative statistic must be based on the research objective. They demonstrate that when this is done the Fornell-Larcker testing system is internally consistent and that it conforms to the rules of correspondence for relating data to abstract variables.
Many companies consider investments in complaint handling as means of increasing customer commitment and building customer loyalty. Firms are not well informed, however, on how to deal successfully with service failures or the impact of complaint handling strategies. In this study, the authors find that a majority of complaining customers were dissatisfied with recent complaint handling experiences. Using justice theory, the authors also demonstrate that customers evaluate complaint incidents in terms of the outcomes they receive, the procedures used to arrive at the outcomes, and the nature of the interpersonal treatment during the process. In turn, the authors develop and test competing hypotheses regarding the interplay between satisfaction with complaint handling and prior experience in shaping customer trust and commitment. The results support a quasi “brand equity” perspective—whereas satisfaction with complaint handling has a direct impact on trust and commitment, prior positive experiences mitigate, to a limited extent, the effects of poor complaint handling. Implications for managers and scholars are discussed.
This study investigates the intellectual structure of strategic management (SM) research in the hospitality industry through co-citation analysis. This study analyzes the evolution of SM research from related SM articles inclusively published in hospitality- and tourism-focused journals as well as business- and management-focused journals from 1971 to 2016. This study is the first to map the intellectual structure of SM research in the hospitality industry to analyze the changes in the influence of the most significant studies, journals, and disciplines/fields as well as the relationships among the subfields on SM research in the hospitality industry. This study suggests that marketing is a dominant subfield in SM research within the hospitality industry. In addition, the resource-based view is a dominant approach in the field, although the positioning school was dominant during the field's early stages.
Characterizing the structure of knowledge, the evolution of research topics, and the emergence of topics has always been an important part of information science (IS). Our previous scientometric review of IS provided a snapshot of this fast-growing field up to the end of 2008. This new study aims to identify emerging trends and new developments appearing in the subsequent 7574 articles published in 10 IS journals between 2009 and 2016, including 20,960 references. The results of a document co-citation analysis show great changes in the research topics in the IS domain. The positions of certain core topics found in the previous study, namely, information retrieval, webometrics, and citation behavior, have been replaced by scientometric indicators (H-index), citation analysis (citation performance and bibliometrics), scientific collaboration, and information behavior in the most recent period of 2009–2016. Dual-map overlays of journals show that the knowledge base of IS research has shifted considerably since 2010, with emerging topics including scientific evaluation indicators, altmetrics, science mapping and visualization, bibliometrics, citation analysis, and scientific collaboration.
Purpose
Purpose - The purpose of this paper ‒based on the conviction that the human resource is by far the most strategic or distinctive resource available to firms competing in hospitality and tourism industries‒ is to objectively analyze the research on HR developed in the domain of tourism and hospitality management between 1997-2016. The aim is to “identify” and “represent” the “intellectual structure” of the field examined.
Design/methodology/approach
Design/methodology/approach – “Bibliometric” methods are utilized: document citation and co-citation analyses, as well as social network analysis (SNA).
Findings
Findings - The paper provides an interesting inventory of the theoretical foundations of knowledge developed around HR in the field under study by different theoretical frameworks and scientific disciplines, such as marketing or psychology. However, its main contribution is to identify an important gap in the literature in the specific area of management.
Research limitations/implications
Research limitations/implications - The present study has several limitations resulting from the utilization of “bibliometric” methods applied in the analyses performed. As for the implications, these are more than obvious.
Originality/value
Originality/value - The authors believe that research developed here provides ‒through a kind of ‘meta-analysis’‒ a valuable outlet from which future researchers could benefit, giving them easier access to the theoretical foundations on which HR research in the field in question is based. Our work also suggests some paths for future development or research in the field within the context of hospitality and tourism industries.
The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addition to the known problems related to sample size and power, is that it may indicate an increasing correspondence between the hypothesized model and the observed data as both the measurement properties and the relationship between constructs decline. Further, and contrary to common assertion, the risk of making a Type II error can be substantial even when the sample size is large. Moreover, the present testing methods are unable to assess a model's explanatory power. To overcome these problems, the authors develop and apply a testing system based on measures of shared variance within the structural model, measurement model, and overall model.
In this study, we investigated the evolution process and historical roots of citation analysis study by reference publication year spectroscopy (RPYS), which is an advanced research method recently introduced in the field of Scientometrics. Through analyzing the publication year and citation frequency of cited references in a knowledge domain, RPYS can identify the citation peak of such cited references. We collected 2543 articles including 56,392 references regarding citation analysis in SCI-E and SSCI databases between 1970 and July 2016 as our data source. Based on the RPYS method by the CRExplorer program, the results showed that the peak citation publication years by chronological order occurred in 1955, 1963, 1973, 1979, 1981, 1990, 2005 and 2008 in the field of citation analysis study. According to the overall distribution of peak citation publication years, the RPYS for citation analysis was divided into five time periods for the convenience of comparison in this paper: that is, before 1900, 1901–1950, 1951–1970, 1971–2000, and 2001–2016. Pre 1950, especially during the 1900s–1950s, before the citation analysis method was introduced, there were three rather high peak citation publication years, Lotka’s law and Bradford’s law laid the knowledge foundation for citation analysis. 1950s–1970s was the forming period of citation analysis, among the three citation peaks in this period, Garfield (Science 122(3159):1127–1128, 1955), Price (Von Der Studierstube Zur 7(3–6):443–458, 1963, Science 149:510–515, 1965), and Kessler (1963) established an important knowledge base for the formation of citation analysis study. 1971–2000 was a developing period of citation analysis. Document Co-citation Analysis and Author Co-citation Analysis methods laid the foundation of the development of citation analysis study. Since 2000, citation analysis study has been expanding rapidly. By the number of published papers and number of cited references with highly cited frequency, Garfield E., White H.D., Small H., MacRoberts M.H., Price D.D. have played an important role in promoting the evolution of citation analysis study.
Purpose
The purpose of this paper is to identify the state of academic research on innovation in tourism. The authors present a systematic review of the literature, different research approaches and perspectives on tourism innovation; offer a synthesis of our findings and provide a discussion and proposals for future research.
Design/methodology/approach
Existing studies on innovation in hospitality and tourism (included in the Web of Knowledge database) were reviewed, and their limitations were identified. A procedure used in previous studies (Crossan and Apaydin, 2010; Tranfield et al., 2003; Becheikh et al., 2006) was applied. Moreover, aiming to reveal theoretical foundations of tourism innovation research and identify their structure, a bibliometric analysis was performed.
Findings
This paper identifies 152 published papers that represent the major efforts in expanding the body of research on innovation in hospitality and tourism. The importance of innovation for business and regional competitiveness and success has been recognised by both researchers and practitioners. In the papers included in the sample of this paper, the authors identified a general consensus that much remains to be done in the development of the theory of innovation in tourism. Through bibliometric analysis, nine co-citation networks, or clusters, were retrieved by applying co-citation relations among the most cited authors. The examination of these nine clusters revealed some dominant themes that characterise the field.
Research limitations/implications
The authors used three databases: Science Citation Index Expanded, Social Sciences Citation Index (SSCI) and Arts & Humanities Citation Index. While these databases may not include all relevant research, the authors, nonetheless, believe that by using a rigorous procedure in reviewing the literature systematically, they were able to reduce the probability of neglecting any information that would critically change the content of the present paper.
Practical implications
The aim of this paper was to bring together the prior research with presently existing models that may be used in further research. For the continuation of the research, the authors propose additional studies with the aim of theory development. By introducing new theoretical ideas and theoretical models, more qualitative and inductive research would help to stimulate further work. As stated above, researchers could go further by undertaking quantitative methods to empirically verify the theoretically proposed models.
Originality/value
Since the last review (Hjalager, 2010) of past studies in tourism innovation, mostly focusing on studies up to 2009, tourism innovation research has grown noticeably in terms of diverse topics. In this paper’s database, the year with the most publications was 2012 with 48 papers, followed by 2014 with 42 (by 19 September), 2010 and 2011 with 41 and 2009 with 29. To the authors’ knowledge, no updated reviews focusing on innovation in tourism have been published recently. This study, consisting of a systematic review of academic literature, includes analyses of the international context, the methodology used, the points of view, the level of analysis (micro-level, macro-level and general level) and the type of innovation discussed in the paper. Moreover, the authors did not find any studies that used bibliometric analysis to identify the structure of the theoretical foundation of research in the area of innovation in tourism.
This study presents an extensive domain analysis of a discipline - information science - in terms of its authors. Names of those most frequently cited in 12 key journals from 1972 through 1995 were retrieved from Social Scisearch via DIALOG. The top 120 were submitted to author co-citation analyses, yielding automatic classifications relevant to histories of the field. Tables and graphics reveal: (1) The disciplinary and institutional affiliations of contributors to information science; (2) the specialty structure of the discipline over 24 years; (3) authors' memberships in 1 or more specialties; (4) inertia and change in authors' positions on 2-dimensional subject maps over 3 8-year subperiods, 1972-1979, 1980-1987, 1988-1995; (5) the 2 major subdisciplines of information science and their evolving memberships; (6) "canonical" authors who are in the top 100 in all three subperiods; (7) changes in authors' eminence and influence over the subperiods, as shown by mean co-citation counts; (8) authors with marked changes in their mapped positions over the subperiods; (9) the axes on which authors are mapped, with interpretations; (10) evidence of a paradigm shift in information science in the 1980s; and (11) evidence on the general nature and state of integration of information science. Statistical routines include ALSCAL, INDSCAL, factor analysis, and cluster analysis with SPSS; maps and other graphics were made with DeltaGraph. Theory and methodology are sufficiently detailed to be usable by other researchers.
Interest in the problem of method biases has a long history in the behavioral sciences. Despite this, a comprehensive summary of the potential sources of method biases and how to control for them does not exist. Therefore, the purpose of this article is to examine the extent to which method biases influence behavioral research results, identify potential sources of method biases, discuss the cognitive processes through which method biases influence responses to measures, evaluate the many different procedural and statistical techniques that can be used to control method biases, and provide recommendations for how to select appropriate procedural and statistical remedies for different types of research settings.
This paper uses network analysis to identify the pioneering scholars and seminal works which have influenced recent papers in leading journals. The analysis extends beyond rankings of scholars by using co-citation networks to visualize the relationships between the most influential scholars and works and to uncover the disciplinary contributions which have supported the emergence of tourism as a field of academic study. The networks of scholars and works illuminate invisible colleges, tribes and territories in tourism research and indicate that while the social sciences have been most influential, business-related citations are increasing. The findings contribute to the discourse about the epistemology of tourism research by using bibliometric techniques to offer insights into the interdisciplinary structure of tourism research.
In 1974, citations to the literature of an earlier year, say 1966, will be to a relatively small number of ‘enduring’ articles, the remainder having been forgotten. The currently cited literature of a particular growing subject will consist of the ‘enduring’ literature of earlier years, and the recent literature some of which will endure and some of which will ‘die’. There willl be more citations to recent literature because there is more of it. A trend towards multiple authorship may be reducing the growth rate of published articles.
A set of foundation issues that support employee work and service quality is conceptualized as a necessary but not sufficient cause of a climate for service, which in turn is proposed to be reflected in customer experiences. Climate for service rests on the foundation issues, but in addition it requires policies and practices that focus attention directly on service quality. Data were collected at multiple points in time from employees and customers of 134 branches of a bank and analyzed via structural equation modeling. Results indicated that the model in which the foundation issues yielded a climate for service, and climate for service in turn led to customer perceptions of service quality, fit the data well. However, subsequent cross-lagged analyses revealed the presence of a reciprocal effect for climate and customer perceptions. Implications of these results for theory and research are offered. (PsycINFO Database Record (c) 2012 APA, all rights reserved)