Identifying and Mapping the Scientific Landscape of Service Quality Management Studies, 2003-2012  
Author Yuan-Duen Lee


Co-Author(s) Yender McLee; Min-Tzu Chen; Yen-Hui Lin


Abstract To explore the intellectual structure of Service Quality Management research in the last decade, this study identified the most important publications and the most influential scholars as well as the correlations among these scholar’s publications. In this study, Co-citation Analysis and Tag Cloud Analysis techniques are used to investigate the intellectual pillars of the Service Quality Management literature. By analyzing 3,1310 citations of 849 articles published in SSCI journal in Service Quality Management area between 2003 and 2012, this study maps a knowledge network of Service Quality Management studies. The results of the mapping can help identify the research direction of Service Quality Management research and provide a valuable tool for researchers to access the literature in this area.


Keywords Service Quality Management; Co-citation Analysis; Tag Cloud Analysis; diffusion innovation
    Article #:  19164
Proceedings of the 19th ISSAT International Conference on Reliability and Quality in Design
August 5-7, 2013 - Honolulu, Hawaii, U.S.A.