Are there any differences in client satisfaction investigation within scopus and russian journals publications?

Journal of Research on Trade, Management and Economic Development. 2018. Vol. 5. No. 2(10). P. 55–76.

Rudchenko V.

Translator: S. R. Maria Victòria

Editor of translation: M. Juan Carlos

Client satisfaction is a critical element that equally affects firms’ competitiveness in manufacturing and service industries. The competitiveness is highly dependent on the mediating role that client satisfaction plays on consumers’ loyalty, and this is especially relevant in the turbulent periods lived after the financial crisis of 2008. A simple glimpse at the growing number of publications on client satisfaction shows the relevance of the topic. The aim of this paper is to analyze the evolution of articles published by Russian and non-Russian authors to see whether the experience of the former Soviet Union autocracy and the transition from this regime to market economy has played a significant role explaining the differences in approaches and topics under analysis as well as the rate of convergence between these two once separating worlds. The analysis is based on a systematic literature review of a first set of 1685 articles on client satisfaction in the Scopus and eLIBRARY databases. A further step based on only 200 relevant articles is made to find that the breach between these two worlds has been reduced, but there are still some differences regarding the social and economic components of the relevant literature. Some avenues for the future research that can advance a better understanding on the client satisfaction and the effects on the firms’ competitiveness after the existing new political agenda are briefly introduced.

Keywords: Scopus, client satisfaction, systematic literature review