TITLE:
Research Process for Selecting a Theoretical Framework and Bibliometric Analysis of a Theme: Illustration for the Management of Customer Service in a Bank
AUTHORS:
Leonardo Ensslin, Ademar Dutra, Sandra Rolim Ensslin, Leonardo Correa Chaves, Vinicius Dezem
KEYWORDS:
Assessment, Management, Performance, ProKnow-C, Bibliometry
JOURNAL NAME:
Modern Economy,
Vol.6 No.6,
June
30,
2015
ABSTRACT: Globalization has brought to institutions greater competitiveness and
visibility to products and services, which means that consumers started to be more demanding and
take advantage of the best references for establishing standards for their care.
The banking industry fits in this context, and to remain competitive they seek
new developed management procedures to better serve their customers. The
objective of this study is to demonstrate to the theme fragment bank funding
and resource loans management, with an emphasis on customer relationship, how
to select a bibliographic portfolio and perform their bibliometrics, in order
to highlight the most recognized scientific contributions on the subject. This
work is characterized as exploratory-descriptive, of theoretical-illustrative
nature, using ProKnow-C-Knowledge
Development Process—Constructivist as an intervention tool. The
bibliographic portfolio with 13 articles was generated by the development
process; the Journal of Financial
Economics showed the highest impact factor to scientific community at both
bases, JCR and SJR. Bank, Risk and Lending Outcomes were the main
appellant keywords and the most prominent authors were Hans Degryse with two articles in the portfolio, article of Bank
Governance, Regulation and Risk Taking,
written by Luc Laeven and highest
scientific recognition of Ross Levine.