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Mapping Research on User-Generated Content in the Service Sector — A Bibliometric Analysis

Elżbieta Wąsowicz-Zaborek
Elżbieta Wąsowicz-Zaborek
   | Sep 17, 2023
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Article Category: Research Article
Published Online: Sep 17, 2023
Page range: 65 - 100
Received: Mar 22, 2023
Accepted: Aug 14, 2023
DOI: https://doi.org/10.2478/minib-2023-0016
Keywords
© 2023 Elżbieta Wąsowicz-Zaborek, published by Sciendo
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Figure 1.

Research process workflow Source: Own elaboration.
Research process workflow Source: Own elaboration.

Figure 2.

Number of publications by year Source: Own elaboration.
Number of publications by year Source: Own elaboration.

Figure 3.

Co-authors’ clusters Source: Own elaboration with VOSviewer.
Co-authors’ clusters Source: Own elaboration with VOSviewer.

Figure 4.

Clusters of research methods Source: Own elaboration with MaxQDA.
Clusters of research methods Source: Own elaboration with MaxQDA.

Figure 5.

Keywords co-occurrence Source: Own elaboration with VOSviewer.
Keywords co-occurrence Source: Own elaboration with VOSviewer.

Most-published authors

S. No. Author Affiliation Number of publications
1 Xu Xun Department of Management, Operations, and Marketing, California State University, Turlock, CA, USA 13
2 Law Rob Hong Kong Polytechnic University, Kowloon, Hong Kong SAR, China 9
3 Rita Pablo ISCTE-IUL, Business Research Unit (BRU-IUL), Lisbon, Portugal 9
4 Li Hengyun School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong SAR, China 8
5 Li Yong-Hai Department of E-commerce, Henan University of Technology, Zhengzhou, China 7
6 Nilashi, Mehrbakhsh Centre for Global Sustainability Studies (CGSS), Universiti Sains Malaysia, 11800, USM Penang, Malaysia 7
7 Borghi Matteo Henley Business School, University of Reading, Greenlands, Henley on Thames, Oxfordshire, UK 6
8 Brochado Ana SCTE-IUL, University Institute of Lisbon, Centre for Socioeconomic and Territorial Studies (DINÂMIA’CET — IUL) & Business Research Unit (BRU-IUL), Lisbon, Portugal 6
9 Chatterjee Swagato IIT Kharagpur, Kharagpur, West Bengal, India 6
10 Kim Hak-Seon School of Hospitality and Tourism Management, Kyungsung University, 309 Suyoungro, Nam-Gu, Busan, South Korea 6
11 Mariani Marcello Henley Business School, University of Reading Greenlands, Henley on Thames Oxfordshire, UK 6
12 Moro Sérgio University Institute of Lisbon (ISCTE-IUL), ISTAR-IUL, Lisbon, Portugal 6
13 Samad Sarminah Department of Business Administration, Collage of Business and Administration, Princess Nourah Bint Abdulrahman University, Saudi Arabia 6
14 Bala, Pradip Kumar Indian Institute of Management Ranchi, Suchana Bhawan, 5th Floor, Audrey House Campus, Meur's Road, Ranchi, Jharkhand, India 5
15 Gao Baojun Economics and Management School, Wuhan University, Wuhan, China 5
16 Ray Arghya Indian Institute of Management Ranchi, Suchana Bhawan, 5th Floor, Audrey House Campus, Meur's Road, Ranchi, Jharkhand, India 5
17 Teichert Thorsten Marketing and Innovation, Faculty of Business, Economics and Social Sciences, University of Hamburg, Hamburg, Germany 5
18 Ye Qiang Harbin Institute of Technology, China 5

Service industries targeted in the articles

Industry Number of articles
Tourism (hotels; hostels; rental services; bed and breakfast) 293
Restaurant 53
Transport (airlines; public transport) 37
Other (different) 37
Healthcare 28
Airport services 8
Banking services 3
Convenience stores, shops, retail 3
Logistics and supply chain 3
Audiobook, film streaming 2
Education 2
Escort services 2
Fitness 2
Public libraries 2
Air pollution protecting 1
Circular services 1
Convention centres 1
Crowdsourcing 1
Digital gaming 1
Insurance 1
Interpreting services 1
IT services 1
Self-services electronic vehicles 1
Telecommunication 1

Citation clusters by country

Cluster 1 Cluster 2 Cluster 3 Cluster 4 Cluster 5
Austria Czechia China Australia Belgium
Costa Rica France Hong Kong Germany Canada
Finland Iraq India Poland Israel
Iceland Ireland Japan Portugal Qatar
Iran Malaysia Morocco Sweden Russian Federation
Italy Saudi Arabia Puerto Rico Switzerland USA
Malta Spain Singapore United Arab Emirates
Netherlands Tunisia South Korea
Norway Turkey
Taiwan
UK
Vietnam

Journals most often publishing articles reporting findings of services research using UGC

Journal 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 Total
Sustainability (Switzerland) 2 8 11 5 14 40
International Journal of Hospitality Management 1 1 4 1 3 12 6 6 34
International Journal of Contemporary Hospitality Management 1 1 3 2 2 5 6 9 29
Tourism Management 1 1 5 3 4 3 2 4 23
Decision Support Systems 1 2 2 2 3 10
Journal of Hospitality and Tourism Technology 1 1 1 2 2 1 8
Journal of Business Research 2 2 3 1 8
Journal of Retailing and Consumer Services 3 2 1 1 7
Electronic Commerce Research and Applications 1 1 1 1 3 7
International Journal of Culture, Tourism, and Hospitality Research 1 1 2 2 1 7
Journal of Hospitality and Tourism Management 4 1 2 7
Tourism Management Perspectives 1 1 1 2 2 7
Journal of Hospitality Marketing and Management 2 1 1 2 6
Journal of Travel Research 1 1 2 2 6
Current Issues in Tourism 3 1 2 6
Industrial Management and Data Systems 1 4 5
International Journal of Information Management 1 1 1 1 1 5
Journal of Quality Assurance in Hospitality and Tourism 2 1 2 5

Number of articles by country represented by authors

Country Number of publications
USA 162
China 103
UK 42
India 34
South Korea 22
Hong Kong 21
Taiwan 21
Germany 17
Canada 14
Australia 13
France 12
Italy 11
Spain 11
Malaysia 9
Singapore 9
Netherlands 5
Portugal 5

Keywords clusters

Cluster 1 — Customer satisfaction Cluster 2 — SM analysis
Keywords Links Total link strength Occurrences Keywords Links Total link strength Occurrences
Airline industry 31 42 9 Consumer behaviour 21 28 5
Artificial intelligence 28 38 9 Customer engagement 13 16 5
Big data 55 102 17 Decision-making 37 70 14
Competitiveness 28 32 5 Electronic commerce 25 39 9
Customer experience 30 56 8 Empirical analysis 15 17 5
Customer satisfaction 68 197 47 Hospitals 17 22 5
Detection method 26 30 5 Hotels 33 79 17
Hospitality industry 55 95 17 Human 22 38 10
Life satisfaction 40 74 9 Information systems 6 8 5
Literature review 51 98 13 Sales 44 113 19
Marketing 45 68 12 Service provider 15 22 5
Natural language processing 14 17 5 Social media 72 178 43
Network analysis 32 47 6 Social networking (online) 34 74 16
Online review 67 166 45 Text mining 75 241 65
Perception 63 144 24 Twitter 11 14 5
Performance assessment 28 33 6
Profitability 15 17 5
Psychology 29 51 7
Qualitative analysis 32 42 7
Questionnaire survey 35 53 8
Regression analysis 28 42 7
Restaurant 18 22 8
Semantic network analysis 33 63 8
Service sector 35 49 11
Strategic approach 23 31 5
Sustainability 31 45 7
Sustainable development 40 68 10
World Wide Web 50 85 13
Cluster 3 — Services quality Cluster 4 — Tourist destinations and companies management
Keywords Links Total link strength Occurrences Keywords Links Total link strength Occurrences
China 46 76 13 Airbnb 36 65 16
Consumption behaviour 49 90 14 Culture 21 25 8
COVID-19 21 33 9 Hospitality 16 20 8
Data set 31 46 6 Hotel attributes 13 19 5
Deep learning 18 28 7 Netnography 15 18 6
Latent Dirichlet allocation 37 64 14 Portugal 18 23 6
Machine learning 56 114 26 Satisfaction 47 75 20
Numerical model 37 53 9 Topic modelling 13 17 6
Peer-to-peer accommodation 24 32 5 Tourism 49 102 24
Quality control 29 55 8 Tourism development 23 28 6
Quality of service 26 44 6 Tourism management 34 58 13
Service quality 81 266 58 Tourism market 21 29 5
Servqual 19 28 6 Tourist behaviour 44 95 17
Sharing economy 39 75 17 Tourist destination 37 64 12
Social network 21 23 5 Travel behaviour 38 71 13
Statistics 23 31 5
Text analytics 28 41 11
Topic model 16 19 5
Topic modelling 37 56 10
United States 40 59 10
Cluster 5 — Data mining in hotel industry Cluster 6 — Sentiment analysis
Keywords Links Total link strength Occurrences Keywords Links Total link strength Occurrences
Big data analytics 16 20 6 Comparative study 21 27 5
Data mining 75 215 39 Content analysis 34 52 17
Hotel 33 55 10 Google maps 13 17 5
Hotel industry 61 177 37 Sentiment analysis 80 242 68
Internet 75 220 38 Service evaluation 16 19 5
Language 37 53 10 Text analysis 28 37 10
Online hotel reviews 24 34 8
Online ratings 11 16 9
Review helpfulness 11 16 5
Tripadvisor 30 52 20
United Kingdom 16 27 5
eISSN:
2353-8414
Language:
English
Publication timeframe:
4 times per year
Journal Subjects:
Business and Economics, Business Management, Marketing, Sales, Customer Relations, Management, Organization, Corporate Governance, Business Development, Change Management, Cooperation, Key Competences in Scholarly Research
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