TRANSFORMATIVE SERVICE RESEARCH: UMA ANÁLISE BIBLIOMÉTRICA (original) (raw)

THE QUALITY OF SERVICES AND CUSTOMER SATISFACTION HAVE BEEN THEMES OF GROWING RESEARCH. IN THIS FIELD, TRANSFORMATIVE SERVICES RESEARCH (TSR) REPRESENTS AN EMERGING AREA FOCUSING ON WELLBEING OUTCOMES. THUS, THIS STUDY HAS AS MAIN OBJECTIVE TO CARRY OUT A RELATIONAL STUDY, WHICH HAS NOT BEEN DONE PREVIOUSLY. FOR THIS PURPOSE, 270 DOCUMENTS PUBLISHED BETWEEN 2011 AND 2023, IN 70 ACADEMIC JOURNALS, USING THE SCOPUS AND WEB OF SCIENCE DATABASES WERE ANALYZED. SCIENTIFIC MAPPING WAS USED, WITH BIBLIOMETRIC METHODS OF THE FIELDS OF CITATION AND BIBLIOGRAPHIC COUPLING. THE STUDY IDENTIFIED THE MOST INFLUENTIAL JOURNALS, ARTICLES AND AUTHORS IN TSR, REVEALING THE CONCEPTUAL AND INTELLECTUAL KNOWLEDGE STRUCTURES OF THE FIELD OF TSR AND ITS MOST EMERGING FIELDS. THE RESULTS SHOW THAT TSR HAS GAINING STRENGTH SINCE 2019, DOUBLING IN NUMBER OF PUBLICATIONS. AND THAT, ALTHOUGH THE LITERATURE INCLUDES 270 DOCUMENTS AND 574 AUTHORS, A SMALL NUMBER OF THESE DOMINATE THE FIELD. IT CAN ALSO BE OBSERVED THAT TOPICS SUCH AS TRANSFORMATIVE CARE APPLIED IN THE HEALTH AREA, MANUFACTURERS OF TRANSFORMATIVE DESIGN, ENTREPRENEURSHIP AND SOCIAL MARKETING, VULNERABLE CONSUMERS AND REFUGEE CRISIS ARE THE MAIN TOPICS ADDRESSED IN THE CONTEXT OF TSR. THUS, THIS ARTICLE CONTRIBUTES WITH SOME STARTING POINTS FOR PROFESSIONALS AND RESEARCHERS IN TSR RESEARCH AND CONTRIBUTES TO BROAD OVERVIEW OF THE FIELD.