Trajectories of influential conceptual articles in service research. (10th August 2021)

• Record Type: Journal Article
• Authors: Li, Loic Pengtao; Fehrer, Julia A.; Brodie, Roderick J.; Juric, Biljana
• Is Part Of: Journal of service management. Volume 32:Number 5(2021)
• Page Start: 645
• Page End: 672
• Publication Date: 2021-08-10
• Subjects: Seminal articles -- Conceptual papers -- Customer engagement -- Citation analysis -- Research impact; Service industries -- Management -- Periodicals; 658.005
• DOI: 10.1108/JOSM-04-2021-0121
• Languages: English
• ISSNs: 1757-5818

Abstract

Abstract : Purpose: The purpose of this study is to diagnose the trajectory of influential conceptual articles in developing a research stream. The authors uncover the knowledge diffusion through influential conceptual articles and identify characteristics that make conceptual articles influential in their field. Design/methodology/approach: This study draws on scientometrics, specifically an integrated approach combining quantitative citation counts with qualitative citation practices analysis that offers a comprehensive understanding of the nature and context of citations. The authors use the case of customer engagement – a prominent contemporary marketing and service research stream – to explore the trajectory of influential articles in shaping a new research stream. Findings: This research shows that influential articles contribute to the reciprocal knowledge diffusion within and outside their home discipline. They provide anchor points for conceptual framing, conceptual refining and conceptual reconciliation – three application patterns of citations that are pivotal to navigate theory discovery and theory justification in a research field. Research limitations/implications: The study analyzes the early impact period of two influential customer engagement articles to understand the developments leading to the establishment of a new research stream. Future research drawing on automated citation and bibliometric methods may consider extended time periods. Originality/value: This study traces the trajectory of influential articles in marketing and service research. The authors identify characteristics of influential conceptual articles, and recommend practices to develop a conceptual paper with the potential for an influential trajectory. It shows that while marketing and service research has a tradition of "borrowing" theories from other fields, seminal articles "lend" theories to other fields.