国内外顾客互动研究进展与热点分析——基于科学知识图谱视角

Domestic and International Research Progress and Hotspot Analysis of Customer Interaction:Based on the Perspective of Scientific Knowledge Graph

[目的/意义]随着信息技术的不断发展,顾客互动成为企业实践关注的焦点,然而既有的综述文献不仅时间偏早且多为主观定性分析,随着研究的深入,国内外相关文献不断涌现,对现有研究进行梳理十分必要。[方法/过程]以SSCI和CSSCI文献数据为样本,通过Citespace软件进行文献计量分析,从前沿文献特征、科研合作、基础知识结构和研究热点等方面,对中外顾客互动领域的研究进展和前沿进行对比研究与全景展示,最后提出了未来的研究趋势。另外,针对目前中文期刊Citespace研究范式存在的问题,利用DEAN数据清洗流程与系统化的检索策略优化数据质量,增强了文献计量分析结论的准确性。[结果/结论]国内外顾客互动领域的研究合作均较为紧密,且国外研究在近年更为活跃;国内外基础文献的演进脉络主线都是从顾客参与、互动到顾客契合的转变,但二者的支线脉络与显示出的研究前沿有所不同;国内外前沿文献的研究内容本同末异,但国外前沿文献的研究情境与方法要更加丰富。

[Objective/Significance]With the continuous development of information technology,customer interaction has become the focus of corporate practice.However,the existing literature reviews are not only early,but also mostly subjective and qualitative analysis.As the research work went further,the related domestic and international literature has increased rapidly in recent years,and it is necessary to sort out the existing research.[Methods/Processes]With literature data of SSCI and CSSCI as sample,this article uses Citespace software for bibliometric analysis to compare the domestic and international research progress and cutting-edge in the field of customer interaction from four aspects including cutting-edge literature features,research cooperation,basic knowledge structure and research hotspots.Finally,the future research trend in the field of customer interaction is proposed.In addition,in view of the problems existing in the current research paradigm of Citespace in Chinese journals,this paper uses DEAN data cleaning process and systematic retrieval strategy to optimize the data quality and enhance the accuracy of bibliometric analysis conclusions.[Results/Conclusions]We come to the conclusion that research cooperation in the field of customer interaction at home and abroad is relatively close,and international research have become more active in recent years;the main line of evolution of basic literature at domestic and international is the transformation from customer participation and interaction to customer engagement,but the evolution branch lines are different and the focus of research front are different;the research content of domestic and international frontier literature is the same,but the research context and methods of international frontier literature are more abundant.