Análisis bibliométrico del servicio al cliente en la intención de compra

Alan Enrique Cálix Hernández

doi:10.58763/rc2025376

Autores/as

Alan Enrique Cálix Hernández Universidad Nacional Autónoma de Honduras. Tegucigalpa, Honduras https://orcid.org/0009-0001-2789-7191

DOI:

https://doi.org/10.58763/rc2025376

Palabras clave:

bibliometría, imagen de la marca, marketing, relaciones públicas

Resumen

El servicio al cliente y la intención de compra representan dos constructos de interés para las empresas. El objetivo de esta investigación tuvo como propósito examinar la producción científica del servicio al cliente en la intención de compra. Se empleó un estudio bibliométrico como método para evaluar la actividad y el impacto científico mediante una búsqueda de artículos científicos en la base de datos Scopus, de artículos publicados durante el periodo 2013 y 2023, utilizando programas como Excel y VOSviewer versión 1.6.19 para el procesamiento de los datos. Los resultados muestran que los años más productivos fueron 2016, 2017, 2019, 2020 y 2023, con cinco publicaciones simultáneas. Los países con mayor producción científica son India y USA. La revista principal para estas investigaciones fue el Journal of Retailing and Consumer Services. Los autores con el mayor número de citaciones son Anna Mattila, Wan Yang y Cyril Foropon. Las palabras con mayor tendencia incluyen calidad del servicio, satisfacción y experiencia del cliente. En conclusión, se observa un interés significativo en la comunidad científica por desarrollar investigaciones sobre el servicio al cliente y la intención de compra.

Métricas

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Citas

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