Abandono en servicios - Una revisión bibliométrica



Publicado 11-05-2022
Hugo Ribeiro
Belém Barbosa
António C. Moreira
Ricardo Rodrigues


El objetivo de este artículo es identificar las investigaciones más impactantes sobre la pérdida de clientes y trazar la estructura conceptual e intelectual de su campo de estudio. Los datos han sido recogidos de la base de datos WoS, que comprenden 338 artículos publicados entre 1995 y 2020. Varias técnicas bibliométricas fueron aplicadas, incluyendo el análisis de co-palabras, cocitaciones, acoplamiento bibliográfico y redes de coautoría. Para realizar los análisis se utilizaron el software R y el Bibliometrix/Biblioshiny. Los resultados identifican los autores, artículos y revistas más influyentes y activos sobre el tema. Más específicamente, a través de las cocitaciones y el acoplamiento bibliográfico, fue posible mapear los artículos más antiguos (análisis retrospectivo) y la investigación más actual (análisis prospectivo). El análisis retrospectivo, basado en las cocitaciones, reveló que los fundamentos de este campo de investigación son constructos como la calidad del servicio, la satisfacción, la lealtad y el cambio de comportamientos. El análisis prospectivo, realizado a través del acoplamiento bibliográfico, reveló que la investigación actual está inmersa en el análisis predictivo, los conglomerados, la minería de datos y los algoritmos. Los resultados proporcionan una sólida orientación para seguir investigando en este campo.

Cómo citar

Ribeiro, H., Barbosa, B., C. Moreira, . A., & Rodrigues, R. (2022). Abandono en servicios - Una revisión bibliométrica. Cuadernos De Gestión, 22(2), 97–121. https://doi.org/10.5295/cdg.211509hr
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Churn de Clientes, Análisis Bibliométrico, Análisis de Cocitación, Acoplamiento Bibliográfico, Mapeo de la Ciencia, Biblioshiny

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