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Research on electronic word-of-mouth for product and service quality improvement: bibliometric analysis and future directions

Yajun Wang (School of Business Administration, Northeastern University, Shenyang, China) (Northeastern University at Qinhuangdao, Qinhuangdao, China)
Xinyu Meng (School of Business Administration, Northeastern University, Shenyang, China) (Northeastern University at Qinhuangdao, Qinhuangdao, China)
Chang Xu (School of Business Administration, Northeastern University, Shenyang, China) (Northeastern University at Qinhuangdao, Qinhuangdao, China)
Meng Zhao (School of Business Administration, Northeastern University, Shenyang, China) (Northeastern University at Qinhuangdao, Qinhuangdao, China) (Sichuan University, Chengdu, China)

International Journal of Intelligent Computing and Cybernetics

ISSN: 1756-378X

Article publication date: 19 April 2022

Issue publication date: 7 March 2023

615

Abstract

Purpose

This paper aims to analyze high-quality papers on the research of electronic word-of-mouth (eWOM) for product and service quality improvement from 2009 to 2022, in order to fully understand their historical progress, current situation and future development trend.

Design/Methodology/Approach

This paper adopts the bibliometrics method to analyze the relevant literature, including publishing trend and citation status, regional and discipline area distribution, and influential publications. Secondly, the VOSviewer is used for literature co-citation analysis and keyword co-occurrence analysis to obtain the basic literature and research hotspots in this research field.

Findings

Firstly, the study finds that the number of publications basically shows an increasing trend, and those publications are mainly published in tourism journals. In addition, among these papers, China has the largest number of publications, followed by the USA and South Korea. Through co-citation analysis of literature and keyword co-occurrence analysis, 22 foundational papers and six main research topics are obtained in this paper. Finally, this paper elaborates on the development trend of the research topic and future research directions in detail.

Originality/value

This is the first paper that uses bibliometrics to analyze and review relevant researches on eWOM for product and service quality improvement, which is helpful for researchers to quickly understand its development status and trend. This review also provides some future research directions and provides a reference for further research.

Keywords

Acknowledgements

The work presented in this paper is supported by the National Natural Science Foundation of China (No. 71701037), National Natural Science Foundation of Hebei province (No. G2021501004), Fundamental Research Funds for the Central Universities (No. N2123020), Youth Top-notch Talent Support Program of Hebei province (No. BJ2020211) and Postdoctoral Science Foundation of China (2019M663542).

Citation

Wang, Y., Meng, X., Xu, C. and Zhao, M. (2023), "Research on electronic word-of-mouth for product and service quality improvement: bibliometric analysis and future directions", International Journal of Intelligent Computing and Cybernetics, Vol. 16 No. 1, pp. 68-98. https://doi.org/10.1108/IJICC-03-2022-0065

Publisher

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Emerald Publishing Limited

Copyright © 2022, Emerald Publishing Limited

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