Churn in services – A bibliometric review
نویسندگان
چکیده
The purpose of this article is to identify the most impactful research on customer churn and map conceptual intellectual structure its field study. Data were collected from WoS database, comprising 338 articles published between 1995 2020. Several bibliometric techniques applied, including analysis co-words, co-citation, bibliographic coupling, co-authorship networks. R software Bibliometrix/Biblioshiny package used perform analyses. results active influential authors, articles, journals topic. More specifically, through co-citations it was possible oldest (retrospective analysis) current front (prospective analysis). retrospective analysis, based co-citations, revealed that foundations are constructs such as quality service, satisfaction, loyalty, changing behaviors. prospective performed embedded in predictive clusters, data mining, algorithms. provide robust guidance for further investigation field.
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ژورنال
عنوان ژورنال: Cuadernos de gestión
سال: 2022
ISSN: ['2411-6157']
DOI: https://doi.org/10.5295/cdg.211509hr