Bibliometric analysis over research on “client satisfaction”

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The objective of this study is to analyze publication’s evolution on the topic of client satisfaction using the Scopus database in the English language for the period 1954-2016. The methodology used in this paper is a literature review conducted on 2753 scientific articles and 156 journals. After establishing 100 top publications topics on client satisfaction, the contributors find that authors used almost the same methods of research and data collection. The main results demonstrate the increase of interest over the theme in different social and economic sciences, as well as in different countries. Important scientific journals also increase the number of publications on client satisfaction. Besides the high interest over this theme in the academia, the international literature reviews are still scarce. The approach, based on the construction of a database using a systematic selection process that was applied to the English language publications on social and economic science areas, is a valid tool that can be applied for literature reviews in all areas within social and economic sciences. To the contributors knowledge, the bibliometric analysis is applied for the first time on client satisfaction, so this is also a novel aspect of the paper to highlight.

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    • Table 1. 100 publications on client satisfaction
    • Adams, J.R. & Drake, R.E. (2006). Shared decision-making and evidence-based practice, Community Mental Health Journal, 42 (1), pp. 87-105.
    • Adams, J.R. Drake, R.E. & Wolford G.L. (2007). Shared decision-making preferences of people with severe mental illness, Psychiatric Services, 58 (9), pp. 1219-1221.
    • Adogwa, O., Johnson, K., Min, E.T., Issar, N., Carr, K.R., Huang, K., & Cheng, J. (2012). Extent of intraoperative muscle dissection does not affect long-term outcomes after minimally invasive surgery versus open-transforaminal lumbar interbody fusion surgery: A prospective longitudinal cohort study, Surgical neurology international, 3, pp. 355-361.
    • Anderson, R.E. (2011). Customer satisfaction and loyalty in e-markets: a PLS path modeling approach, Journal of Marketing Theory and Practice, 19 (2), pp. 221-232.
    • Anker, M.G., Sparks, J.A., Duncan, B.L., Owen, J.J. & Stapnes, A.K. (2011), Footprints of couple therapy: client reflections at follow-up, Journal of Family Psychotherapy, 22 (1), pp. 22-45.
    • Attkisson, C.C. & Zwick, R. (1982). The client satisfaction questionnaire. Psychometric properties and correlations with service utilization and psychotherapy outcome, Evaluation and Program Planning, 5 (3), pp. 233-237.
    • Bebout, R.R., Becker, D.R. & Drake, R.E. (1998). A research induction group for clients entering a mental health research project: a replication study, Community Mental Health Journal, 34 (3), pp. 289-295.
    • Becker, D.R., Drake, R.E., Bond, G.R., Dain, B.J. & Harrison, K. (1998). Job terminations among persons with severe mental illness participating in supported employment, Community Mental Health Journal, 34 (1), pp. 71-82.
    • Becker, D.R., Drake, R.E., Farabaugh, A. & Bond, G.R. (1996). Job preferences of clients with severe psychiatric disorders participating in supported employment programs, Psychiatric Services, 47 (11), pp. 1223-1226.
    • Becker, D.R., Drake, R.E., Knoedler, W. & Anthony, W.A. (1994). Individual placement and support: a community mental health center approach to vocational rehabilitation, Psychiatric Services, 30 (2), pp. 193-212.
    • Pollack, B.L. (2009). Linking the hierarchical service quality model to customer satisfaction and loyalty, Journal of Services Marketing, 23, pp. 42-50.
    • Bond, G.R., Drake, R.E., Mueser, K.T. & Becker D.R. (1997). An update on supported employment for people with severe mental illness. Psychiatric Services, 48 (3), pp. 335-346.
    • Bond, G.R., Resnick, S.G., Drake, R.E., Xie, H., McHugo, G.J. & Bebout, R.R. (2001). Does competitive employment improve nonvocational outcomes for people with severe mental illness? Journal of Consulting and Clinical Psychology, 69 (3), pp. 489-501.
    • Calsyn, R.J. & Morse, G.A. (1992). Predicting psychiatric symptoms among homeless people, Community Mental Health Journal, 28 (5), pp. 385-395.
    • Calsyn, R.J., Morse, G.A., Tempelhoff, B., Smith, R., & Allen, G. (1995). Homeless mentally ill clients and the quality of life, Evaluation and Program Planning, 18 (3), pp. 219-225.
    • Calsyn, R.J., Morse, G.A., Yonker, R.D., Winter, J.P., Pierce, K.J. & Taylor, M.J. (2003). Client choice of treatment and client outcomes, Journal of Community Psychology, 31 (4), pp. 339-348.
    • Chinman, M.J., Rosenheck, R. & Lam, J.A. (2000). The case management relationship and outcomes of homeless persons with serious mental illness, Psychiatric Services, 5 (20), pp. 639-647.
    • Churchill, G.A. & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction, Journal of marketing Research, 19, pp. 491-504.
    • Clark, R.E., Drake, R.E., McHugo, G.J. & Ackerson T.H. (1995). Incentives for community treatment mental illness management services, Medical Care, 33 (7), pp. 729-738.
    • Czepiel J.A. & Rosenberg L.J. (1977). Consumer satisfaction: Concept and measurement, Journal of the Academy of Marketing Science, 5, pp. 403-512.
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