A bibliometric investigation of service failure literature and a research agenda

Abstract

Purpose This paper aims to study the citations made in service failure literature and assesses the knowledge construction of this region of exploration to date. Design/methodology/approach The bibliometric investigation assesses 416 service failure articles in business associated research. Multidimensional scaling is used to uncover the scope of the scholarly impacts that have helped understand the nature of the service failure literature. The establishment of knowledge in the service failure literature is revealed by analysing co-citation data to identify significant topical impacts. Findings The theoretical model combines five areas with significant propositions for the future improvement of service failure as an area of investigation. The most important research themes in service failure literature are service failure, service failure communication, recovery process, recovery offer and intention. Research limitations/implications Potential research concentrating on the service failure literature could use search terms improved from the literature review, or use a comparable approach whereby a board of well-informed scholars approved the key words used. Practical implications This paper is beneficial for any reader who is interested in understanding the components of the perception of justice and recovery and how it improves repurchase intention. Originality/value The study seeks to influence resource and recovery-based concepts and utilises the five supporting knowledge groups to suggest a plan for future research that fills existing gaps and offers the possibility of expanding and enhancing the service failure literature.

Online service failure: antecedents, moderators and consequences

“…, 2021) have either adopted a bibliometric approach (e.g. Fouroudi et al. , 2020) or are limited to specific domains/industries; i.e.…”

“…Of the remaining five reviews, four review papers (i.e. Fouroudi et al, 2020;Huang et al, 2020;Khamitov et al, 2020;Baliga et al, 2021) have either adopted a bibliometric approach JSTP 32,6 (e.g. Fouroudi et al, 2020) or are limited to specific domains/industries; i.e.…”

Data-Driven Approach to Dual Service Failure Monitoring From Negative Online Reviews: Managerial Perspective

“…Service failure management has been sufficiently emphasized from the standpoint of service providers (Fouroudi et al, 2020;Hess et al, 2003;Maxham & Netemeyer, 2002;Tax et al, 1998). In the past, few studies were conducted from a managerial perspective to identify service failure trends and consecutive service failures from negative online reviews having an unstructured format.…”

“…Therefore, this study attempts to answer the following main research questions yet unaddressed in the service literature (Fouroudi et al, 2020).…”

Corporate Responses to the Coronavirus Crisis and their Impact on Electronic‐Word‐of‐Mouth and Trust Recovery: Evidence from Social Media

“…To answer our research questions, two studies are conducted. Study 1 examines UK food retailers' announcements relating to COVID-19 posted on Twitter over a 2-month period spanning 1 March 2020 (3 weeks before lockdown measures were announced in the UK) through to 30 April 2 'Service failure usually occurs when an organization fails to meet consumer desires; service failure recovery describes the activities a service provider or company takes in response to that failure' (Fouroudi et al, 2020(Fouroudi et al, , p. 2575. 2020 (the day when it was announced that lockdown measures would be reduced from 10 May) (BBC, 2020).…”