报告题目：Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities from a Social Network Perspective

报告所属学科：工商管理

报告人：刘栋(加利福尼亚州州立大学北岭分校)

报告时间：2023年7月18日 9:00-12:00

报告地点：经管学院704会议室

报告摘要：

Service failure and recovery (SFR) is a well-established area of research that has made considerable progress over the past 30 years. In this study, we used a combination of text mining, co-word analysis, and social network analysis (SNA) to explore the relationships among keywords in SFR research. We analyzed a dataset of 533 SFR articles published between 1990 and 2020, extracting the most frequently used keywords using text-mining techniques. These keywords were then subjected to co-word analysis and SNA to understand the development of themes and topics in SFR research. By identifying gaps or disconnections in the keyword networks, we identified future research opportunities related to the impact of service recovery strategies on customer reactions, employee reactions, and firm outcomes, as well as the relationship between customer and employee responses.

报告人简介：

刘栋，美国加利福尼亚州州立大学北岭分校助理教授。在南佛罗里达大学取得管理学博士学位。主要研究方向是营销战略，服务创新，以及营销-金融跨领域研究。在Industrial Marketing Management, Journal of Business Research等期刊发表多篇论文，并且担任多个国际期刊的匿名审稿人。