顾客不当行为研究热点:来自1990-2014年Web of science的证据

Study on Research Focus of Customer Misbehavior: Evidence From Web of Science in 1990-2014

顾客不当行为是服务失误研究领域发展的新方向。经过近20年的发展,顾客不当行为研究成果颇为丰富,然而,目前国内学术界对顾客不当行为的研究未以计量方法进行系统梳理。本文创新性地运用科学的文献计量法,通过聚类分析,科学地总结了目前国际学术界在顾客不当行为领域的研究热点,具体表现在顾客不当行为的类型、前因、后果、维度和补救策略五个方面。最后,笔者对顾客不当行为的研究进行了展望。

Customer misbehavior is the new direction of service failure research. Customer misbehavior research has gained great achievements after nearly twenty years＇ development. However, domestic academia hasn＇t combed the research of customer misbehavior in a scientific and systematic way. Using the method of bibliometrics and literature research, this paper summarizes the research focus of customer misbehavior in the international academia scientifically through cluster analysis. The research focus of customer misbehavior includes： type, antecedent, consequence, dimension and recovery strategy. Finally, on the basis of previous studies, the author makes an intensive prospect for the future research.