Pilkington, A; Chai, KH Research themes, concepts and relationships - A study of International Journal of Service Industry Management (1990-2005) INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 19 (1): 83-110 2008

[Eugene Garfield]

E-mail Address: iseckh at nus.edu.sg 

Author(s): Pilkington, A (Pilkington, Alan); Chai, KH (Chai, Kah-Hin)
 
Title: Research themes, concepts and relationships - A study of 
International Journal of Service Industry Management (1990-2005) 

Source: INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 19 (1): 83-
110 2008 

Language: English 

Document Type: Review 

Author Keywords: research; service industries; publications; social 
networks; factor analysis
 
Keywords Plus: STRUCTURAL EQUATION MODELS; CUSTOMER SATISFACTION; MARKET 
ORIENTATION; OPERATIONS MANAGEMENT; CONSUMER SATISFACTION; UNOBSERVABLE 
VARIABLES; BEHAVIORAL INTENTIONS; RELATIONSHIP QUALITY; COCITATION 
ANALYSIS; MEASUREMENT ERROR 

Abstract: Purpose - The purpose of this paper is to investigate the core 
themes of service research by analysing citations in the International 
Journal of Service Industry Management (IJSIM). It also aims to discuss 
changes in the discipline's sub-fields and identifies emerging topics.
Design/methodology/approach - The paper is an empirical analysis of 
citations and co-citations from the IJSIM. Network and factor analysis are 
used to analyse and group the data. The study is unique in performing the 
analysis at the individual publication level, rather than following the 
normal aggregated author co-citation analysis method.
Research limitations/implications - The study examines only IJISM. Future 
study on other top journal such as Journal of Service Research would 
provide a more complete picture on service research.
Findings - The study identifies that the core ideas of service research 
centred on service quality and customer satisfaction. Also identified are 
periphery areas which may become more significant.
Originality/value - The main contribution of this article is the use of 
the novel network analysis technique to analyze the 15,003 citations in 
the 435 articles published in IJSIM between 1990-2005. This is a 
quantitative analysis unlike previous review articles which rely largely 
on the observations and reflections of pioneering researchers. 

Addresses: Natl Univ Singapore, Ind & Syst Engn, Singapore, Singapore; 
Univ London, Sch Management, Egham, Surrey, England 

Reprint Address: Chai, KH, Natl Univ Singapore, Ind & Syst Engn, 
Singapore, Singapore. 

E-mail Address: iseckh at nus.edu.sg 

Cited Reference Count: 135 

Times Cited: 0 

Publisher: EMERALD GROUP PUBLISHING LIMITED 

Publisher Address: HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W 
YORKSHIRE, ENGLAND 

ISSN: 0956-4233 

29-char Source Abbrev.: INT J SERVICE IND MANAGEMENT 

ISO Source Abbrev.: Int. J. Serv. Ind. Manage. 

Source Item Page Count: 28 

Subject Category: Management 

ISI Document Delivery No.: 285MS 

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