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. 32.6% 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%
- 17k per year above
- Top-10% rate
- 32.6% share of its works in the world top 10%
- Growth, 2013–17 → 2018–22
- +17% the tick is no change
Which countries lead Customer Service Quality and Loyalty research?
By volume, Indonesia and China publish the most (1.9k and 869 works in 2022–2025).
By volume, 2022–2025
- 1 Indonesia 1.9k works
- 2 China 869 works
- 3 India 790 works
- 4 United States 774 works
- 5 Türkiye 490 works
- 6 Malaysia 358 works
- 7 South Korea 271 works
- 8 United Kingdom 244 works
- 9 Vietnam 205 works
- 10 Taiwan 185 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.
Shares of the rows listed above, not of the whole node.
Which institutions lead Customer Service Quality and Loyalty research?
By volume in 2022–2025, Binus University publishes the most Customer Service Quality and Loyalty research, followed by Universitas Patria Artha and Universiti Teknologi MARA.
By volume, 2022–2025
- 1 Binus UniversityIndonesia 59 works
- 2 Universitas Patria ArthaIndonesia 56 works
- 3 Universiti Teknologi MARAMalaysia 53 works
- 4 University of BrawijayaIndonesia 53 works
- 5 Pelita Harapan UniversityIndonesia 45 works
- 6 Bandung Institute of TechnologyIndonesia 38 works
- 7 Telkom UniversityIndonesia 37 works
- 8 University of IndonesiaIndonesia 32 works
- 9 Universitas Esa UnggulIndonesia 32 works
- 10 Hong Kong Polytechnic UniversityHong Kong 29 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 Jörg Henseler.
- 1 Marko Sarstedt Germany 11k citations
- 2 Christian M. Ringle Germany 11k citations
- 3 Jörg Henseler Netherlands 7.6k citations
- 4 Leonard L. Berry United States 7.5k citations
- 5 A. Parasuraman United States 7.1k citations
- 6 Valarie A. Zeithaml United States 6.2k citations
- 7 Shelby D. Hunt United States 5.5k citations
- 8 Robert C. Ford United States 3.7k citations
- 9 Joseph F. Hair United States 3.7k citations
- 10 J. Joseph Cronin United States 3.3k citations
Ranked by citations received across their whole record, among researchers with at least three works on this topic.
Where is Customer Service Quality and Loyalty research done?
The largest centres of Customer Service Quality and Loyalty research in 2022–2025 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 and Petaling Jaya.
Largest cities, 2022–2025
Where it is the local speciality
- Kota BharuMY · 20.1 works11×
- Petaling JayaMY · 25.1 works9.9×
Location quotient: how much more of its research is in Customer Service Quality and Loyalty than the world average.
Where is the best place to study Customer Service Quality and Loyalty?
Among universities, judged by research, City University of Macau, Sunway University and University of Business and Technology score highest, combining excellence, specialisation, size, growth and international reach. Research strength is one signal when choosing where to study; it does not measure teaching.
One dot per university in the table below. The upper left is the interesting corner: small places doing unusually strong work.
| # | University | Score | Top 10% | Specialisation | Works | Growth |
|---|---|---|---|---|---|---|
| 1 | City University of MacauMacau | 77.3 | 44.2% | 12.3× | 18 | +352.5% |
| 2 | Sunway UniversityMalaysia | 75.2 | 56.4% | 10.0× | 9 | +217.0% |
| 3 | University of Business and TechnologySaudi Arabia | 72.8 | 48.4% | 14.0× | 13 | +135.9% |
| 4 | University of Economics Ho Chi Minh CityVietnam | 71.9 | 43.9% | 26.9× | 20 | +189.9% |
| 5 | Iscte – Instituto Universitário de LisboaPortugal | 69.7 | 61.5% | 9.5× | 8 | +188.7% |
| 6 | Sejong UniversitySouth Korea | 68.1 | 64.0% | 7.9× | 14 | +89.3% |
| 7 | Taylor's UniversityMalaysia | 67.9 | 48.8% | 13.5× | 11 | +146.7% |
| 8 | National Kaohsiung University of Science and Technology?? | 66.0 | 65.8% | 11.3× | 10 | — |
| 9 | Pelita Harapan UniversityIndonesia | 60.2 | 5.6% | 15.6× | 45 | +255.1% |
| 10 | National Economics UniversityVietnam | 59.7 | 33.0% | 20.0× | 11 | +342.8% |
Universities only. Score blends excellence (30%), specialisation (25%), size (20%), growth (15%) and international reach (10%), 2015–2022; growth compares 2010–14 with 2015–19.
Is Customer Service Quality and Loyalty research growing?
Output in 2018–2022 was 17% higher than in 2013–2017, peaking in 2021. The fastest-growing topics are Customer Service Quality and Loyalty.
The same series as a ribbon — one cell per year, darker for more. The line above answers how much; this answers when.
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.