服務品質研究回顧之補遺：1999~2016年文獻之書目計量學方法

Supplement the Reviews on Service Quality Research: A Bibliometrics approach using Literature from 1999 to 2016

黃國鑫(Guo-Shin Huang)

指導教授 ： 吳有龍

義守大學/電機資訊學院/資訊工程學系/博士(2018年)

摘要

服務品質的領域涵蓋行銷、管理、教育與行政，實體產業及虛擬的電子商務也都看的到身影，過去學者使用不同的概念與理論，歸納出許多服務品質之構面，也發展服務品質評估量表，但因為今尚無以服務品質文獻為主題的大規模書目計量研究，因此本研究以「服務品質」為關鍵字，並將條件限定為期刊論文，年限則以2016年為止做為蒐集來源，並調查服務品質回顧文獻，發現透過書目計量學的協助也許能讓回顧研究更加完善。
書目計量學(Bibliometrics)是以特定之資訊為研究對象，利用統計方法研究文獻成長情況，以書目計量學觀點而言，文獻成長並非永無止盡的，是具有飽和極限與老化的特性，藉由研究所得之數據，可以反映出某一學科或領域之發展過程與趨勢，是一種具有信度與效度的研究方法；所以本研究使用書目計量學之相關軟體分析服務品質大數據，並比對具代表性之回顧文獻，詳加研讀後透過分析出的數據來驗證與補足其他分析方式遺漏之部分，並找出未來可能之研究方向，希望透過文獻計量學之方式使服務品質領域更加完善。
本研究發現服務品質從美國開始研究後直到2010年台灣研究的蓬勃發展，最後中國研究的興起，推測出經濟的發展程度是否影響著研究方向的轉移，在整體時間來分析後，資料也說明除了2003年外2009年是服務品質最鼎盛之時期，當年度投稿數量達到409篇，比起2015年成長108篇，且每年都持續性成長，此數據代表著服務品質研究在學術還是相當重要，且從關鍵字的部分充分說明服務品質在研究類型上的變化，從量表到探索性研究，直到近年大量研究消費者的行為、感知、忠誠度、滿意度及信任類型之研究，被引用作者及期刊更是看出根據不同時期那些作者們被引用的文獻及密切程度，數據呈現了服務品質的研究重心轉變外，也看出被大量研究者引用之作者除了研究服務品質量表研發且會因服務類型的轉變而找出新的研究方式，走在服務品質研究之先驅。
本研究結果在學術上，彌補了過去僅使用單一方式驗證或回顧之研究缺口，提供較全面性且補足單一方式研究較難察覺或無法察覺的額外分析，在實務上讓服務品質研究多了其他分析類型的方法，做為未來研究可能之依據。

關鍵字

服務品質 ； 書目計量學

並列摘要

The quality of service covers the marketing, management, education and administration, physical industry and virtual e-commerce are also to the figure, in the past scholars use different concepts and theories, summed up the quality of many services, but also the development of service quality assessment Scale, but because of the lack of service quality literature as the theme of large-scale bibliometric research, so this study to "service quality" as a keyword, and the conditions are limited to journal articles, the year to 2016 as a collection Sources, and survey service quality review literature, found that through the help of bibliometrics may be able to make the review more perfect.
Bibliometrics (Bibliometrics) is a specific information for the study, the use of statistical methods to study the growth of the literature, bibliometrics point of view, the literature growth is not endless, is the saturation and aging characteristics, It is a kind of research method with reliability and validity. Therefore, this study uses the relevant software analysis service of bibliometrics, which can reflect the development process and trend of a certain subject or field. Quality and large data, and compared with a representative of the literature, detailed study through the analysis of the data to verify and complement the other analysis of the missing part of the analysis and to find possible future research direction, hope that through the way of bibliometrics So that the field of service quality more perfect.
This study found that the quality of service from the United States began to study until 2010, the vigorous development of Taiwan's research, and finally the rise of Chinese research, speculated that the degree of economic development is the impact of the direction of the transfer, in the whole time to analyze, the data also shows that in addition to 2003 is the most prosperous service quality in 2009, when the number of submissions reached 409, compared with 2015 growth of 108, and the continuous growth of each year, this data represents the quality of service research is still very important in academic and From the part of the keyword to fully explain the changes in the quality of service in the study type, from the scale to exploratory research, until a large number of recent studies of consumer behavior, perception, loyalty, satisfaction and trust type of research, The journal also shows that according to the literature and the close degree of the authors who have been cited in different periods, the data show the change of the research focus of the service quality, but also the author who is quoted by a large number of researchers in addition to the research service quality scale research and development Change the type of service and find a new way of research, walking in the service quality of the pioneer.
The results of this study are academic, to make up for the use of a single way to verify or review the gap in the past, to provide a more comprehensive and make a single way to study more aware or can not detect the additional analysis, in practice, the quality of service research more Analyze the type of approach as a basis for future research.

並列關鍵字

Service Quality ； Bibliometrics ； VOSviewer ； CiteSpace

參考文獻

英文文獻

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2.Anderson, E. W. (1994). Cross-category Variation in Customer Satisfac-tion and Retention. Marketing Letters, 5 (1), 19-30.

3.Anderson, E. W., Fornell C. & Rust R. T. (1997). CustomerSatisfaction, Productivity, and Profitability: Differences between Goods andServices. Marketing Science, 16 (2), 199-214.

4.Anderson, E. W. (1998). Customer Satisfaction and Word of Mouth. Journal of Service Research, 1 (1), 5-17.