Abstract
Customer service and purchase intention represent two constructs of interest for companies. The objective of this research was to examine the scientific production of customer service in purchase intention. A bibliometric study was used as a method to evaluate scientific activity and impact by searching for scientific articles in the Scopus database of articles published during the period from 2013 to 2023, using programs such as Excel and VOSviewer version 1.6.19 for data processing. The results show that the most productive years were 2016, 2017, 2019, 2020, and 2023, with five simultaneous publications. The countries with the highest scientific output are India and the USA. The main journal for these investigations was the Journal of Retailing and Consumer Services. The authors with the highest number of citations are Anna Mattila, Wan Yang, and Cyril Foropon. The most trending keywords include service quality, customer satisfaction, and customer experience. In conclusion, there is a significant interest in the scientific community in developing research on customer service and purchase intention.
Published Version
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