Tendencias emergentes en la literatura sobre el compromiso del cliente: un análisis bibliométrico

  • Pedro Duque Profesor e Investigador tiempo completo, Grupo de investigación GESNE - Facultad de ciencias administrativas, económicas y contables. Universidad Católica Luis Amigó, Manizales, Colombia. https://orcid.org/0000-0003-4950-8262
  • Edison Jair Duque Oliva Profesor titular, Escuela de administración y contaduría, Universidad Nacional de Colombia, Bogotá, Colombia. Docente, ESAI Business School, Universidad Espíritu Santo, Guayaquil, Ecuador. https://orcid.org/0000-0003-4949-6118
Palabras clave: compromiso del cliente, lógica dominante del servicio, tendencias emergentes, análisis bibliométrico, mapeo científico

Resumen

El compromiso del cliente es uno de los temas que más despierta el interés de los profesionales y académicos del marketing en la actualidad. Por tanto, este artículo pretende contribuir al conocimiento general sobre este tema al realizar un mapeo de la investigación científica de esta área de conocimiento. Para ello, se realizó un análisis bibliométrico y de redes, utilizando como fuente los registros en las bases de datos Scopus y Web of Science. Las principales conclusiones muestran que, a pesar de ser una temática reciente, el estudio sobre el compromiso del cliente ha prosperado de forma importante. También, se identificaron cuatro principales líneas o corrientes de trabajo en las que se concentra el interés de los investigadores en este tema. Por último, se presentan las contribuciones, limitaciones y la agenda para futuros estudios.

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Publicado
2022-03-24
Cómo citar
Duque, P., & Duque Oliva, E. J. (2022). Tendencias emergentes en la literatura sobre el compromiso del cliente: un análisis bibliométrico. Estudios Gerenciales, 38(162), 120-132. https://doi.org/10.18046/j.estger.2022.162.4528
Sección
Artículos de revisión