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Topic · Organizational Behavior and Human Resource Management

Customer Service Quality and Loyalty

Customer Service Quality and Loyalty is a research topic within Organizational Behavior and Human Resource Management. Science Explorer counts 52k research works in it since 1950. 10.0% of them reached the world's top 10% most cited for their field and year.

This cluster of papers explores the effects of customer relationships, satisfaction, service quality, perceived value, and emotional responses on behavior and loyalty. It delves into topics such as relationship marketing, switching costs, trust, commitment, and service recovery in both consumer and business-to-business contexts.

  • Customer Satisfaction
  • Service Quality
  • Perceived Value
  • Relationship Marketing
  • Customer Loyalty
  • Switching Costs
  • Trust and Commitment
  • Service Recovery
  • Emotional Responses
  • Business-to-Business Relationships
Research works
52k
fractional, since 1950
In the world top 10%
5.2k
per year above
Top-10% rate
10.0%
share of its works in the world top 10%
Growth, 2018-21 → 2022-25
-6%
the tick is no change
Largest producer
Indonesia
30% of the 10 largest, 2022-now
Customer Service Quality and Loyalty

Which countries lead Customer Service Quality and Loyalty research?

By volume, Indonesia and China publish the most (2.1k and 1.1k works in 2022-now).

By volume, 2022-now

  1. 1 Indonesia 2.1k works
  2. 2 China 1.1k works
  3. 3 India 905 works
  4. 4 United States 861 works
  5. 5 Türkiye 523 works
  6. 6 Malaysia 401 works
  7. 7 South Korea 284 works
  8. 8 United Kingdom 265 works
  9. 9 Vietnam 249 works
  10. 10 Taiwan 200 works

How concentrated that is

The same countries as shares of everything the list above accounts for. A node where two countries do two thirds of the work and one spread evenly across twelve read alike as a ranking and not at all alike here.

Indonesia: 30.4%China: 15.6%India: 13.2%United States: 12.6%6 others listed: 28.1%30%largest
Indonesia2,079 · 30.4%China1,067 · 15.6%India905 · 13.2%United States861 · 12.6%6 others listed1,922 · 28.1%

Shares of the rows listed above, not of the whole node.

Which institutions lead Customer Service Quality and Loyalty research?

By volume in 2022-now, Binus University publishes the most Customer Service Quality and Loyalty research, followed by Universitas Patria Artha and University of Brawijaya.

By volume, 2022-now

  1. 1 Binus UniversityIndonesia 65 works
  2. 2 Universitas Patria ArthaIndonesia 63 works
  3. 3 University of BrawijayaIndonesia 57 works
  4. 4 Universiti Teknologi MARAMalaysia 56 works
  5. 5 Pelita Harapan UniversityIndonesia 51 works
  6. 6 Islamic Azad University, TehranIran 49 works
  7. 7 Bandung Institute of TechnologyIndonesia 42 works
  8. 8 Telkom UniversityIndonesia 40 works
  9. 9 Universiti Sains MalaysiaMalaysia 40 works
  10. 10 Universitas Esa UnggulIndonesia 36 works

Who are the leading researchers in Customer Service Quality and Loyalty?

The most-cited researchers publishing on Customer Service Quality and Loyalty include Marko Sarstedt, Christian M. Ringle and Claes Fornell.

  1. 1 Marko Sarstedt Germany 221k citations
  2. 2 Christian M. Ringle Germany 215k citations
  3. 3 Claes Fornell United States 198k citations
  4. 4 David A. Kenny United States 198k citations
  5. 5 David F. Larcker United States 197k citations
  6. 6 Adnan Kısa United States 197k citations
  7. 7 Arnold B. Bakker Netherlands 189k citations
  8. 8 Philip M. Podsakoff United States 164k citations

Ranked by citations received across their whole record, among researchers with at least three works on this topic.

What are the most cited papers in Customer Service Quality and Loyalty?

The most cited paper in Customer Service Quality and Loyalty is "User Acceptance of Information Technology: Toward A Unified View1" (Viswanath Venkatesh, Michael G. Morris, Gordon B. Davis et al., 2003), with 44,647 citations. Next come "Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models" (33,880) and "When to use and how to report the results of PLS-SEM" (26,512).

Most cited papers
#PaperReleasedCitations
1 User Acceptance of Information Technology: Toward A Unified View1 Viswanath Venkatesh, Michael G. Morris, Gordon B. Davis et al. · MIS Quarterly Sep 2003 44,647
2 Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models Kristopher J. Preacher, Andrew F. Hayes · Behavior Research Methods Open access Aug 2008 33,880
3 When to use and how to report the results of PLS-SEM Joseph F. Hair, Jeffrey J. Risher, Marko Sarstedt et al. · European Business Review 19 Dec 2018 26,512
4 A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies Viswanath Venkatesh, Fred D. Davis · Management Science Open access Feb 2000 23,006
5 PLS-SEM: Indeed a Silver Bullet Joe F. Hair, Christian M. Ringle, Marko Sarstedt · The Journal of Marketing Theory and Practice 15 Mar 2011 21,465
All 90 most cited papers, with filters and sorting

Where is Customer Service Quality and Loyalty research done?

The largest centres of Customer Service Quality and Loyalty research in 2022-now are Jakarta (Indonesia), Bandung (Indonesia), Surabaya (Indonesia) and Seoul (South Korea). Among places with at least 20 works in it, it is an unusually large share of all research in Kota Bharu.

Largest cities, 2022-now

  1. 1 JakartaIndonesia 378 works
  2. 2 BandungIndonesia 201 works
  3. 3 SurabayaIndonesia 181 works
  4. 4 SeoulSouth Korea 157 works
  5. 5 MalangIndonesia 122 works
  6. 6 BeijingChina 119 works
  7. 7 IstanbulTürkiye 118 works
  8. 8 Ho Chi Minh CityVietnam 113 works
  9. 9 MakassarIndonesia 105 works
  10. 10 BangkokThailand 96 works

Where it is the local speciality

  1. Kota BharuMY · 26.2 works12×
← less than its size predicts1×more →

Location quotient: how much more of its research is in Customer Service Quality and Loyalty than the world average.

See Customer Service Quality and Loyalty on the map

Where is the best place to study Customer Service Quality and Loyalty?

Among universities, judged by research, City University of Macau, Hainan University and Macau University of Science and Technology score highest, combining citation excellence, specialisation, size, growth and international reach. Research strength is one signal when choosing where to study; it does not measure teaching.

0%20%40%mean 26.07%fractional works in this field (log) →share of work in the world top 10% →Hainan UniversitySwinburne University…City University of M…Macau University of …
above the meannear itbelow it

One dot per university in the first ten of the table below, at the default weights. The upper left is the interesting corner: small places doing unusually strong work.

Citation excellenceshare of its work in the world top 10%, 2022-now and all time averaged
40%
Specialisationhow much of its work is in this field, counted up to 10× the world share
10%
Sizeits output in this field, on a log scale
30%
Growthoutput growth, counted from -20% to +20%
10%
Internationalshare of its work with a co-author abroad
10%
Each slider sets a weight; the share it gets of the score is beside it.
#UniversityScoreTop 10%SpecialisationWorksGrowth
1City University of MacauChina 68.224.3%13.7×20 +116.1%
2Hainan UniversityChina 67.039.3%3.5×14 +245.8%
3Macau University of Science and TechnologyChina 65.619.9%9.2×18 +71.6%
4Swinburne University of TechnologyAustralia 65.035.8%5.3×14 +16.6%
5Sunway UniversityMalaysia 64.232.0%11.2×10 +59.8%
6Sejong UniversitySouth Korea 63.232.2%8.5×14 -42.6%
7University of Business and TechnologySaudi Arabia 62.422.2%15.6×14 +52.1%
8Hong Kong Polytechnic UniversityChina 60.822.5%3.8×31 -44.7%
9University of SharjahUnited Arab Emirates 57.423.7%3.8×9 +86.5%
10Universiti Sains MalaysiaMalaysia 56.98.8%6.5×40 +14.4%

Universities only. The score blends citation excellence (40%), size (30%), specialisation (10%), growth (10%), international reach (10%), 2022-now; growth compares 2018-21 with 2022-25 and counts up to +20%, since a jump from a small base is mostly noise.

Every institution in Customer Service Quality and Loyalty, country by country

Is Customer Service Quality and Loyalty research growing?

Output in 2022-2025 was 6% lower than in 2018-2021, peaking in 2021.

still counting19801990200020102020
grewheldshrank

The same series as a ribbon: one cell per year, darker for more. The line above answers how much; this answers when.

Its share of all research

Growing output can still be a shrinking share: all of science grows. This is Customer Service Quality and Loyalty as a percentage of every work published that year, 0.044% in 2024.

still counting0.025%0.050%0.075%Customer Service Quality and Loyalty0.040% in 202519801990200020102020

Fractional works of Customer Service Quality and Loyalty over all fractional works that year. How the balance of science has shifted.

How much of it reaches the world top 10%

Year by year.

still counting5%10%15%Customer Service Quality and Loyalty10.4% in 2025200020102020

Of each year's works in it, the share that reached the world's 10% most cited for their field and year. A field is the world for its own topics, so there is no other line to hold it against.

Which topics inside it are moving

Growth and decline on one axis around a shared zero. Two lists side by side hide the thing that matters: whether the growth dwarfs the decline, or the other way round.

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