Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Systematic Literature Review on Service Quality: Bibliomertics and Network Analysis

서비스 품질의 체계적 문헌 조사 연구: 계량서지학과 네트워크 분석을 중심으로

  • Jeong, EuiBeom (Korea University Business School) ;
  • Park, Jinsoo (Department of Business Administration, The Catholic University of Korea)
  • Received : 2019.05.01
  • Accepted : 2019.06.04
  • Published : 2019.06.30
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Abstract

Purpose: This study aims to conduct a systematic literature review to suitably identify wide and specific issues and topics on service quality in supply chain. Methods: This study is to investigate service quality in supply chain research using a systematic literature review methodology. In order to extract influential journals and papers, we used the SJR impact factor provided by the SCOPUS database. The collected 169 papers were analyzed using bibliometric analysis, citation analysis as well as keywords network. Results: We conducted a bibliometric analysis to identify top authors contributing to service quality in supply chain and their issues, and further examined important keywords and new emerging keywords. In addition, we extracted five influential papers by PageRank to clarify critical issues and divided into five clusters to identify topics of service quality in supply chain by using network-based approach. In order to examine comprehensive issues and topics of service quality in supply chain, we constructed a keyword network to observe difference in the classification of important keywords across network centrality measures. Conclusion: Our study reviewed literature on service quality in supply chain and explored the future directions and trends of service quality in supply chain.

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References

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