2021
DOI: 10.1108/ijbm-01-2021-0043
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Key themes in consumer financial services research from 2000 to 2020: a bibliometric and science mapping analysis

Abstract: PurposeThe paper aims to identify the major research themes in consumer financial services between 2000 and 2020, their relative magnitude and interrelationship, to identify which themes have been most influential and to map the evolution of the field and identify emerging and under-researched themes that are promising for future research.Design/methodology/approachThe core methodology is bibliometric analysis based on keyword co-occurrences. A total of 1,227 articles extracted from the Social Science Citation… Show more

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Cited by 20 publications
(14 citation statements)
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“…Although the original TAM (Davis, 1989) has two major independent variables (i.e. perceived ease of use and perceived usefulness), many scholars have extended the TAM model in order to expand its predictive potential (Molina-Collado et al. , 2021; Wang and Wang, 2020).…”
Section: Theoretical Background and Hypotheses Developmentmentioning
confidence: 99%
“…Although the original TAM (Davis, 1989) has two major independent variables (i.e. perceived ease of use and perceived usefulness), many scholars have extended the TAM model in order to expand its predictive potential (Molina-Collado et al. , 2021; Wang and Wang, 2020).…”
Section: Theoretical Background and Hypotheses Developmentmentioning
confidence: 99%
“…Thus, the perception that a chatbot risks their privacy being invaded can generate a suspicious attitude toward a company offering this service (Ng et al, 2020). Therefore, the rise of chatbots and other AI-based information technologies, along with technological development, marks the beginning of a new period in the evolution of personal privacy (De Keyser et al, 2022;Molina-Collado et al, 2021;Smith et al, 2011). However, Martin and Murphy (2017) pointed out that few studies have directly addressed this issue.…”
Section: Customer Service Encounter 1159mentioning
confidence: 99%
“…New technologies have a significant impact on both consumers and financial institutions Molina-Collado et al, 2021). At the same time, the proliferation of these technologies in customer service is evidence of a growing emphasis on human-machine-type solutions at frontline-level functions (Eren, 2021;Mozafari et al, 2022;Riedel et al, 2022;Suhel et al, 2020).…”
Section: Introductionmentioning
confidence: 99%
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