Domestic and International Research Progress and Hotspot Analysis of Customer Interaction:Based on the Perspective of Scientific Knowledge Graph
[Objective/Significance]With the continuous development of information technology,customer interaction has become the focus of corporate practice.However,the existing literature reviews are not only early,but also mostly subjective and qualitative analysis.As the research work went further,the related domestic and international literature has increased rapidly in recent years,and it is necessary to sort out the existing research.[Methods/Processes]With literature data of SSCI and CSSCI as sample,this article uses Citespace software for bibliometric analysis to compare the domestic and international research progress and cutting-edge in the field of customer interaction from four aspects including cutting-edge literature features,research cooperation,basic knowledge structure and research hotspots.Finally,the future research trend in the field of customer interaction is proposed.In addition,in view of the problems existing in the current research paradigm of Citespace in Chinese journals,this paper uses DEAN data cleaning process and systematic retrieval strategy to optimize the data quality and enhance the accuracy of bibliometric analysis conclusions.[Results/Conclusions]We come to the conclusion that research cooperation in the field of customer interaction at home and abroad is relatively close,and international research have become more active in recent years;the main line of evolution of basic literature at domestic and international is the transformation from customer participation and interaction to customer engagement,but the evolution branch lines are different and the focus of research front are different;the research content of domestic and international frontier literature is the same,but the research context and methods of international frontier literature are more abundant.
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