A bibliometric investigation of service failure literature and a research agenda

Pantea Foroudi , PJ Kitchen, Reza Marvi, Tugra Nazli Akarsu , Helal Uddin

Research output: Contribution to journalArticlepeer-review


This paper aims to study the citations made in service failure literature and assesses the knowledge construction of this region of exploration to date.

The bibliometric investigation assesses 416 service failure articles in business associated research. Multidimensional scaling is used to uncover the scope of the scholarly impacts that have helped understand the nature of the service failure literature. The establishment of knowledge in the service failure literature is revealed by analysing co-citation data to identify significant topical impacts.

The theoretical model combines five areas with significant propositions for the future improvement of service failure as an area of investigation. The most important research themes in service failure literature are service failure, service failure communication, recovery process, recovery offer and intention.

Research limitations/implications
Potential research concentrating on the service failure literature could use search terms improved from the literature review, or use a comparable approach whereby a board of well-informed scholars approved the key words used.

Practical implications
This paper is beneficial for any reader who is interested in understanding the components of the perception of justice and recovery and how it improves repurchase intention.

The study seeks to influence resource and recovery-based concepts and utilises the five supporting knowledge groups to suggest a plan for future research that fills existing gaps and offers the possibility of expanding and enhancing the service failure literature.
Original languageEnglish
Pages (from-to)2575-2619
Number of pages44
JournalEuropean Journal of Marketing
Issue number10
Early online date13 Oct 2020
Publication statusPublished - 4 Nov 2020

Bibliographical note

© 2020, Emerald Publishing Limited. This author accepted manuscript is deposited under a Creative Commons Attribution Non-commercial 4.0 International (CC BY-NC) licence. This means that anyone may distribute, adapt, and build upon the work for non-commercial purposes, subject to full attribution. If you wish to use this manuscript for commercial purposes, please contact permissions@emerald.com.


  • Research methods
  • Factor analysis
  • Promotion
  • Intention
  • Cluster analysis
  • Customer attitudes
  • Perception of Justice


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