Purpose

The authors systematically review empirical dyadic service encounter research published in top-tier journals between 1972 and 2022.

Design/methodology/approach

The authors employed bibliometric techniques, co-citation analysis and bibliographic coupling analysis to map schools of thought and research frontiers within the dyadic service encounter literature. In total, the authors analyzed 155 articles. To ensure inclusion of high-quality research, the authors screened articles from 139 journals with “4” or “4*” ratings on the 2021 Chartered Association of Business Schools (ABS) journal list, in addition to articles published in three service sector-specific journals: Journal of Service Management, Journal of Services Marketing and Journal of Service Theory and Practice.

Findings

The authors' co-citation analysis identified four distinct clusters within the dyadic service encounter literature: (1) shaping and explaining service encounters; (2) emotions in service work; (3) modeling, manipulating and measuring encounter service quality and (4) emotional labor and regulation in dyadic service encounters. Furthermore, the authors' bibliographic coupling analysis generated three research clusters: (1) service encounter characteristics; (2) emotions and emotional labor and (3) service encounter interaction content.

Originality/value

The authors' comprehensive review synthesizes knowledge, summarizing similarities among research clusters within the service encounter realm. Noteworthy are research clusters that clarify the emotion-based underpinnings and reciprocal nature of behaviors and emotions within dyadic encounters. By conducting complementary bibliometric analyses, the authors trace the evolution of the service encounter literature, providing an overview of the present state of dyadic service encounter research. These analyses offer valuable insights into the current landscape of the field, identifying future dyadic service encounter research opportunities.

中文翻译：

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探戈需要两个人：对六十年二元服务遭遇研究的多学科文献计量回顾

目的

作者系统地回顾了 1972 年至 2022 年间在顶级期刊上发表的实证二元服务遭遇研究。

设计/方法论/途径

作者采用文献计量技术、同被引分析和书目耦合分析来绘制二元服务遭遇文献中的思想流派和研究前沿。作者总共分析了 155 篇文章。为了确保纳入高质量的研究，作者筛选了 2021 年特许商学院协会 (ABS) 期刊列表中评级为“4”或“4*”的 139 种期刊的文章，以及在三个服务领域发表的文章：具体期刊：Journal of Service Management、Journal of Services Marketing和Journal of Service Theory and Practice。

发现

作者的同被引分析确定了二元服务遭遇文献中的四个不同的集群：（1）塑造和解释服务遭遇；（二）服务工作中的情绪；（3）建模、操纵和测量遭遇服务质量；（4）二元服务遭遇中的情感劳动和调节。此外，作者的书目耦合分析产生了三个研究集群：（1）服务遭遇特征；（2）情绪和情感劳动；（3）服务遭遇互动内容。

原创性/价值

作者的综合评论综合了知识，总结了服务遭遇领域内研究集群之间的相似之处。值得注意的是，澄清了二元遭遇中基于情感的基础以及行为和情感的相互性质的研究集群。通过进行补充文献计量分析，作者追踪了服务遭遇文献的演变，概述了二元服务遭遇研究的现状。这些分析为该领域的当前格局提供了宝贵的见解，确定了未来的二元服务遭遇研究机会。