Enhancing Organizational Communication in the Service Industry through Digital Technologies: A Bibliometric Analysis
DOI:
https://doi.org/10.56177/12icmie2025.141Keywords:
organisational communication, digital technologies, bibliometric analysis, service industry, digital transformation, co-citation network, research trendsAbstract
In the rapidly evolving digital business environment, organisational communication (OC) plays a central role in the service industry, where customer interactions and information exchange define operational success. Advances in digital technologies—such as cloud collaboration platforms, artificial intelligence, blockchain, and the Internet of Things—have transformed communication processes, offering opportunities for greater efficiency, responsiveness, and adaptability. Despite growing academic interest, research on OC and digital technologies remains fragmented, lacking a comprehensive analytical synthesis. This study addresses this gap through a bibliometric analysis of scholarly publications on OC from 2020 to 2024. Using the Dimensions database, a dataset of 11,260 peer-reviewed journal articles was analysed with CiteSpace and VOSviewer to map intellectual, social, and conceptual structures in the field. The research examined the most cited journals, the most co-cited authors, and the most frequent keywords, applying performance indicators such as h-index, SJR, and quartile rankings. Results reveal a concentrated network of influence dominated by journals such as Sustainability, and leading scholars including Philip M. Podsakoff, Arnold B. Bakker, and Linjuan Rita Men. Thematic clusters highlight enduring topics in organisational behaviour, strategic communication, and management theory, as well as emerging themes such as digital transformation, blockchain integration, and skill development. The prominence of terms like “organisation,” “performance,” and “pandemic” reflects the field’s responsiveness to global crises and technological change. The study contributes to the literature by providing a structured mapping of OC research in the service industry, revealing interdisciplinary linkages and priority areas for future investigation. These findings offer practical insights for academics, practitioners, and policymakers seeking to leverage digital technologies for enhanced communication, innovation, and adaptability in service-sector organisations.
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