《国际上用户满意领域研究热点分析--基于共词分析 Overseas Research Focus of Customer Satisfaction Based on Co-word Analysis》.pdfVIP

第32卷摇 第8期 情摇 报摇 杂摇 志 Vol.32摇 No.8 2013年8月 摇 摇 摇 摇 摇 摇 摇 摇 摇 摇 摇 摇 摇 JOURNAL OF INTELLIGENCE摇 摇 摇 摇 摇 摇 摇 摇 摇 摇 摇 摇 摇 Aug.摇 2013 国际上用户满意领域研究热点分析 ———基于共词分析 1 2 皇甫青红摇 幸摇 娅 (1.南京大学信息管理学院摇 南京摇 210093;2.苏州图书馆摇 苏州摇 215002)) 摘摇 要摇 利用Web of Science数据库,对国际用户满意领域文献进行收集,并构建高频关键词共词矩阵。 首先对关 键词进行因子分析,初步确定提取的公共因子个数;其次对关键词进行多维尺度分析,绘制了用户满意研究领域的 知识地图;最后深入探讨了用户满意的实证研究、用户满意变量的前因及结果变量研究、用户满意度在用户服务领 域的应用研究三大研究热点。 关键词摇 知识地图摇 因子分析摇 多维尺度分析摇 用户满意摇 共词矩阵 中图分类号摇 G350.7摇 摇 摇 摇 摇 摇 文献标识码摇 A摇 摇 摇 摇 摇 摇 文章编号摇 1002-1965(2013)08-0120-05 Overseas Research Focus of Customer Satisfaction Based on Co-word Analysis 1 2 Huangfu Qinghong 摇 Xing Ya (1.School of Information Management,Nanjing University,Nanjing摇 210093; 2.Suzhou Librang Suzhou摇 215002) Abstract摇 Based on the collection of international literatureson customer satisfaction from Web of Science,thispaper constructed the co -word matrix of high-frequency keywords. Firstly,thispaper analyzed the keywordswith Factor Analysis,and identified the number of common factorsinitially;Secondly,thispaper analyzed the keywordsby multimensional scaling analysis,and constructed theknowledge map of customer satisfaction research;Finally,thispaper discussed the three major research topicsdeeply including empirical research of customer satisfaction,theantecedent variablesand outcomevariablesresearch of customer satisfaction variable,andtheappliedresearch of customer satisfaction in the field of user services. Key words摇 knowledge map摇 factor analysis摇 multimensional scaling analysis摇 cu