THE BIBLIOMETRIC ANALYSIS OF SERVICE RECOVERY RESEARCH BASED ON SCOPUS DATA: NETWORK MAPPING AND TOPIC TRENDS USING VOSVIEWER
DOI:
10.54443/morfai.v5i4.4318Published:
2025-10-30Downloads
Abstract
This research employed a bibliometric analysis of 170 Scopus-indexed articles from 2020 to 2025 period to map the intellectual landscape and current trends in service recovery research. The analysis revealed that publication trends peaked in 2022, followed by consolidation and deepening of themes in subsequent years. Business, management, and accounting fields dominate (50%), with the United States and China being the main contributors. Keyword network mapping identifies a significant shift in research focus from traditional concepts toward digital technology integration, with artificial intelligence, chatbot, and social media emerging as the most relevant and interconnected topics. This research key findings highlighted the identification of brand-related dimensions (brand trust, brand equity) as increasingly crucial but still fragmented thematic clusters in the literature. Additionally, potential areas for future research were mapped, particularly in underexplored domains such as Generative AI and specific industry contexts. This study, hopefully, complements previous bibliometric research limitations by presenting a more up-to-date temporal scope and a sharper analytical focus on digital and brand contexts
Keywords:
Service Recovery, Bibliometric Analysis, Digital Transformation, Brand Trust, Artificial IntelligenceReferences
Agnihotri, A., & Bhattacharya, S. (2024). Chatbots’ effectiveness in service recovery. International Journal of Information Management, 76(July 2023), 102679. https://doi.org/10.1016/j.ijinfomgt.2023.102679
Al-Ababneh, M. M., Masadeh, M. A., Al-Sabi, S. M., & Al-Badarneh, M. B. (2021). Achieving service recovery through service innovation in the hotel industry: The critical role of employee empowerment. Enlightening Tourism, 11(1), 40–88. https://doi.org/10.33776/et.v11i1.4896
Alzoubi, H., Alshurideh, M., Kurdi, B. Al, & Inairat, M. (2020). Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management, 8(3), 579–588. https://doi.org/10.5267/j.uscm.2020.2.005
Ameen, N., Pagani, M., Pantano, E., Cheah, J. H., Tarba, S., & Xia, S. (2025). The Rise of Human–Machine Collaboration: Managers’ Perceptions of Leveraging Artificial Intelligence for Enhanced B2B Service Recovery. British Journal of Management, 36(1), 91–109. https://doi.org/10.1111/1467-8551.12829
Arsenovic, J., Edvardsson, B., Otterbring, T., & Tronvoll, B. (2023). Money for Nothing: The Impact of Compensation on Customers’ Bad-Mouthing in Service Recovery Encounters. Marketing Letters, 34(1), 69–82. https://doi.org/10.1007/s11002-021-09611-6
Ashraf, R., Khan, M. A., Khuhro, R. A., & Bhatti, Z. A. (2022). Knowledge creation dynamics of technological forecasting and social change special issues. Technological Forecasting and Social Change, 180(May 2021), 121663. https://doi.org/10.1016/j.techfore.2022.121663
Aureliano-Silva, L., Spers, E. E., Lodhi, R. N., & Pattanayak, M. (2022). Who loves to forgive? The mediator mechanism of service recovery between brand love, brand trust and purchase intention in the context of food-delivery apps. British Food Journal, 124(12), 4686–4700. https://doi.org/10.1108/BFJ-07-2021-0819
Babin, B. J., Zhuang, W., & Borges, A. (2021). Managing service recovery experience: Effects of the forgiveness for older consumers. Journal of Retailing and Consumer Services, 58, 102222. https://doi.org/10.1016/j.jretconser.2020.102222
Bagherzadeh, R., Rawal, M., Wei, S., & Saavedra Torres, J. L. (2020). The journey from customer participation in service failure to co-creation in service recovery. Journal of Retailing and Consumer Services, 54(February), 102058. https://doi.org/10.1016/j.jretconser.2020.102058
Bozkurt, S., & Gligor, D. (2021). Distinguishing between the impact of social media public and private compliments on customers’ future service recovery expectations. Journal of Retailing and Consumer Services, 60(August 2020), 102448. https://doi.org/10.1016/j.jretconser.2021.102448
Chambers, D. W. (2025). Maintaining Professional Relations with Patients When Unexpected Things Happen: The Case for Service Recovery. Journal of the California Dental Association, 53(1). https://doi.org/10.1080/19424396.2025.2460733
Donthu, N., Kumar, S., Mukherjee, D., Pandey, N., & Lim, W. M. (2021). How to conduct a bibliometric analysis: An overview and guidelines. Journal of Business Research, 133(March), 285–296. https://doi.org/10.1016/j.jbusres.2021.04.070
Gidener, N. G., & Deveci, D. A. (2020). An analysis of service failures and recovery strategies in the Turkish third party logistics service industry. Transactions on Maritime Science, 9(1), 35–50. https://doi.org/10.7225/toms.v09.n01.003
Gupta, N., & Verma, H. V. (2024). Other customers’ service failure and recovery encounters: a qualitative exploration. Asia-Pacific Journal of Business Administration, 16(1), 148–169. https://doi.org/10.1108/APJBA-09-2021-0462
Harun, A., & Rokonuzzaman, M. (2021). Pursuit of loyalty in service recovery: The roles of brand equity and cognitive reappraisal as moderators. Journal of Retailing and Consumer Services, 62(December 2020), 102601. https://doi.org/10.1016/j.jretconser.2021.102601
Hewagama, G., Boxall, P., Cheung, G., & Hutchison, A. (2022). International Journal of Hospitality Management Service recovery through empowerment? HRM, employee performance and job satisfaction in hotels. International Journal of Hospitality Management, 81(January), 73–82.
Hu, Y., Xiao, Y., Hua, Y., Fan, Y., & Li, F. (2024). The More Realism, the Better? How Does the Realism of AI Customer Service Agents Influence Customer Satisfaction and Repeat Purchase Intention in Service Recovery. Behavioral Sciences, 14(12). https://doi.org/10.3390/bs14121182
Izogo, E. E., & Jayawardhena, C. (2018). Online shopping experience in an emerging e-retailing market: Towards a conceptual model. Journal of Consumer Behaviour, 17(4), 379–392. https://doi.org/10.1002/cb.1715
Kim, S. (2022). Effective and Ineffective Service Recovery Recipes in the Peer-to-Peer (P2P) Sharing-Service Model: Using the Fuzzy-Set Qualitative Comparative Analysis (fsQCA) Approach. Sustainability (Switzerland), 14(5). https://doi.org/10.3390/su14052525
Koc, E. (2019). Service failures and recovery in hospitality and tourism: a review of literature and recommendations for future research. Journal of Hospitality Marketing and Management, 28(5), 513–537. https://doi.org/10.1080/19368623.2019.1537139
Lazarides, M. K., Lazaridou, I. Z., & Papanas, N. (2023). Bibliometric Analysis: Bridging Informatics With Science. International Journal of Lower Extremity Wounds, January. https://doi.org/10.1177/15347346231153538
Lim, W. M., Saha, V., & Das, M. (2025). From service failure to brand loyalty: evidence of service recovery paradox. Journal of Brand Management, 32(4), 257–281. https://doi.org/10.1057/s41262-025-00380-5
Liu, B., & Li, Y. (2022). Teddy-bear effect in service recovery. Annals of Tourism Research, 94(March). https://doi.org/10.1016/j.annals.2022.103400
Lv, D., Sun, R., Zhu, Q., Cheng, Y., Wang, R., & Qin, S. (2024). Language Styles, Recovery Strategies and Users’ Willingness to Forgive in Generative Artificial Intelligence Service Recovery: A Mixed Study. Systems, 12(10). https://doi.org/10.3390/systems12100430
Mazhar, M., Hooi Ting, D., Zaib Abbasi, A., Nadeem, M. A., & Abbasi, H. A. (2022). Gauging customers’ negative disconfirmation in online post-purchase behaviour: The moderating role of service recovery. Cogent Business and Management, 9(1). https://doi.org/10.1080/23311975.2022.2072186
Mir, M., Ashraf, R., Syed, T. A., Ali, S., & Nawaz, R. (2023). Mapping the service recovery research landscape: A bibliometric-based systematic review. Psychology and Marketing, 40(10), 2060–2087. https://doi.org/10.1002/mar.21864
Mulyani, A., Hartono, H., & Subali, B. (2024). Literature Review: A Snapshot of Research on the Argumentation of Bibliometric Analysis in the Period 2015-2023. International Journal of Cognitive Research in Science, Engineering and Education, 12(2), 451–465. https://doi.org/10.23947/2334-8496-2024-12-2-451-465
Rasoulian, S., Grégoire, Y., Legoux, R., & Sénécal, S. (2023). The Effects of Service Crises and Recovery Resources on Market Reactions: An Event Study Analysis on Data Breach Announcements. Journal of Service Research, 26(1), 44–63. https://doi.org/10.1177/10946705211036944
Tran, V. D. (2024). Service failure recovery on customer recovery satisfaction and attitude loyalty for airline industry: the moderating effect of brand authenticity. Cogent Business and Management, 11(1). https://doi.org/10.1080/23311975.2023.2296145
Tseng, S.-M., & Yong, S. Y. (2025). Exploring the Impacts of Service Gaps and Recovery Satisfaction on Repurchase Intention: The Moderating Role of Service Recovery in the Restaurant Industry. Tourism and Hospitality, 6(3), 147. https://doi.org/10.3390/tourhosp6030147
Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019). The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research. Journal of Service Research, 22(2), 103–119. https://doi.org/10.1177/1094670518819852
Wang, S., Yan, Q., & Wang, L. (2025). Task-oriented vs. social-oriented: chatbot communication styles in electronic commerce service recovery. In Electronic Commerce Research (Vol. 25, Issue 3). Springer US. https://doi.org/10.1007/s10660-023-09741-1
Wei, J., Wang, Z., Hou, Z., & Meng, Y. (2022). The Influence of Empathy and Consumer Forgiveness on the Service Recovery Effect of Online Shopping. Frontiers in Psychology, 13(March). https://doi.org/10.3389/fpsyg.2022.842207
Wei, J., Zhu, S., Hou, Z., Dong, H., & Li, J. (2023). Research on the influence mechanism of emotional intelligence and psychological empowerment on customers’ repurchase intention under the situation of online shopping service recovery. Current Psychology, 42(21), 17595–17611. https://doi.org/10.1007/s12144-022-02841-5
Weitzl, W. J., & Hutzinger, C. (2019). Rise and fall of complainants’ desires: The role of pre-failure brand commitment and online service recovery satisfaction. Computers in Human Behavior, 97(February), 116–129. https://doi.org/10.1016/j.chb.2019.02.029
License
Copyright (c) 2025 Riyan Falah Al Wahid Wahid, Retno Widowati
This work is licensed under a Creative Commons Attribution 4.0 International License.
Downloads
How to Cite
