Research Process for Selecting a Theoretical Framework and Bibliometric Analysis of a Theme: Illustration for the Management of Customer Service in a Bank

Abstract

Globalization has brought to institutions greater competitiveness and visibility to products and services, which means that consumers started to be more demanding and take advantage of the best references for establishing standards for their care. The banking industry fits in this context, and to remain competitive they seek new developed management procedures to better serve their customers. The objective of this study is to demonstrate to the theme fragment bank funding and resource loans management, with an emphasis on customer relationship, how to select a bibliographic portfolio and perform their bibliometrics, in order to highlight the most recognized scientific contributions on the subject. This work is characterized as exploratory-descriptive, of theoretical-illustrative nature, using ProKnow-C-Knowledge Development Process-Constructivist as an intervention tool. The bibliographic portfolio with 13 articles was generated by the development process; the Journal of Financial Economics showed the highest impact factor to scientific community at both bases, JCR and SJR. Bank, Risk and Lending Outcomes were the main appellant keywords and the most prominent authors were Hans Degryse with two articles in the portfolio, article of Bank Governance, Regulation and Risk Taking, written by Luc Laeven and highest scientific recognition of Ross Levine.

Are Gender Perspectives Included in Education for Sustainable Consumption and Waste Education Programs? A Systematic Literature Review

“…Proknow-C was developed and presented in 2008, by the Laboratory of Multi-criteria Methodologies in Decision Support, from the Federal University of Santa Catarina in Brazil. The primary goal of such a tool is to aid in the process of selection and analysis of bibliographic material in a given subject, through a scientific process (Ensslin, Dutra, Ensslin, Chaves, and Dezem, 2015;Rosa, Petri, Matos, Ensslin, and Ferreira, 2015). Proknow-C follows a constructivist process that results in the formation of an in-depth understanding of the surveyed subject, based on the researcher's interests and limitations (Rosa et al, 2015).…”

“…Proknow-C follows a constructivist process that results in the formation of an in-depth understanding of the surveyed subject, based on the researcher's interests and limitations (Rosa et al, 2015). It aims to mainly address the lack of structure in the process of identification, selection, and analysis of bibliographic references with scientific recognition, in what relates to the connection between the research objectives and the alignment and relevance of the retrieved content (Ensslin et al, 2015). ProKnow-C application includes the following steps: (1) definition of the bibliographic portfolio (BP); (2) bibliometric analysis of the portfolio; (3) systemic analysis; and (4) definition of the research question and its objectives (Caiado et al, 2017;Ensslin et al, 2015;Viegas et al, 2016).…”

“…• Continuing with the BP definition, inclusion and exclusion criteria were applied to the results retrieved from the previous activity. In defining the BP, the intended subject for knowledge development is decided by the researcher (Ensslin et al, 2015). In this case, five criteria were selected: the type of publication; research discipline; relevance to the study, language, and availability.…”

Avaliação De Desempenho Na Aplicação Do Controle Estatístico De Processos: Seleção De Referencial Teórico Internacional E Análise Bibliométrica

“…A análise Bibliométrica desenvolvida neste trabalho visa gerar conhecimento aos pesquisadores acerca das características que envolvem as publicações contidas no PB, bem como saber como e qual caminho adotar para encontrar informações pertinentes ao tema ENSSLIN et al, 2015).…”

Bail-In: A Sustainable Mechanism for Rescuing Banks

“…We have chosen ProKnow-C as a methodology for this work. ProKnow-C allows one to build up a bibliographic portfolio systemizing the selection of articles and hence reducing the selection bias [6]. Furthermore, ProKnow-C proposes to develop a bibliometric and systemic analysis with the ultimate goal of proposing a research agenda.…”