{"id":"https://openalex.org/W1558237807","doi":"https://doi.org/10.1108/09564239910264316","title":"Profitability and customer satisfaction in services","display_name":"Profitability and customer satisfaction in services","publication_year":1999,"publication_date":"1999-05-01","ids":{"openalex":"https://openalex.org/W1558237807","doi":"https://doi.org/10.1108/09564239910264316","mag":"1558237807"},"language":"en","primary_location":{"id":"doi:10.1108/09564239910264316","doi":"https://doi.org/10.1108/09564239910264316","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09564239910264316","pdf_url":null,"source":{"id":"https://openalex.org/S109460507","display_name":"International Journal of Service Industry Management","issn_l":"0956-4233","issn":["0956-4233","1758-6704"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Service Industry Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5103122631","display_name":"Antonella Car\u00f9","orcid":"https://orcid.org/0000-0002-1417-1172","observed_orcids":["https://orcid.org/0000-0002-1417-1172"]},"institutions":[{"id":"https://openalex.org/I71209653","display_name":"Bocconi University","ror":"https://ror.org/05crjpb27","country_code":"IT","type":"education","lineage":["https://openalex.org/I71209653"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"Antonella Car\u00f9","raw_affiliation_strings":["SDA \u2013 Bocconi University, Milan, Italy"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"SDA \u2013 Bocconi University, Milan, Italy","institution_ids":["https://openalex.org/I71209653"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5034555179","display_name":"Antonella Cugini","orcid":"https://orcid.org/0000-0002-2662-3279","observed_orcids":["https://orcid.org/0000-0002-2662-3279"]},"institutions":[{"id":"https://openalex.org/I71209653","display_name":"Bocconi University","ror":"https://ror.org/05crjpb27","country_code":"IT","type":"education","lineage":["https://openalex.org/I71209653"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"Antonella Cugini","raw_affiliation_strings":["SDA \u2013 Bocconi University, Milan, Italy"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"SDA \u2013 Bocconi University, Milan, Italy","institution_ids":["https://openalex.org/I71209653"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I71209653"],"apc_list":null,"apc_paid":null,"fwci":0.8017,"has_fulltext":false,"cited_by_count":32,"citation_normalized_percentile":{"value":0.79423513,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"10","issue":"2","first_page":"132","last_page":"157"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9692000150680542,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9692000150680542,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.019700000062584877,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.003700000001117587,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9869999885559082},{"id":"https://openalex.org/keywords/profitability","display_name":"profitability","score":0.8090000152587891},{"id":"https://openalex.org/keywords/service-management","display_name":"service management","score":0.7379999756813049},{"id":"https://openalex.org/keywords/cost-containment","display_name":"cost containment","score":0.968999981880188},{"id":"https://openalex.org/keywords/cost-optimization","display_name":"cost optimization","score":0.777999997138977},{"id":"https://openalex.org/keywords/perceived-usefulness","display_name":"perceived usefulness","score":0.746999979019165},{"id":"https://openalex.org/keywords/database-services","display_name":"database services","score":0.7409999966621399},{"id":"https://openalex.org/keywords/service-characteristics","display_name":"service attributes","score":0.6570000052452087},{"id":"https://openalex.org/keywords/competitive-success","display_name":"competitive success","score":0.6539999842643738},{"id":"https://openalex.org/keywords/value-creation","display_name":"value creation","score":0.414000004529953}],"concepts":[{"id":"https://openalex.org/C129361004","wikidata":"https://www.wikidata.org/wiki/Q2470236","display_name":"Profitability index","level":2,"score":0.7428970336914062},{"id":"https://openalex.org/C53878828","wikidata":"https://www.wikidata.org/wiki/Q5196468","display_name":"Customer profitability","level":5,"score":0.6595062017440796},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.638394832611084},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5831303596496582},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.533530592918396},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.45511868596076965},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.44471171498298645},{"id":"https://openalex.org/C181622380","wikidata":"https://www.wikidata.org/wiki/Q26911","display_name":"Profit (economics)","level":2,"score":0.4274998903274536},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.38163089752197266},{"id":"https://openalex.org/C40700","wikidata":"https://www.wikidata.org/wiki/Q1411783","display_name":"Industrial organization","level":1,"score":0.32680854201316833},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.16016441583633423},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.137944757938385},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.09915950894355774}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/09564239910264316","doi":"https://doi.org/10.1108/09564239910264316","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09564239910264316","pdf_url":null,"source":{"id":"https://openalex.org/S109460507","display_name":"International Journal of Service Industry Management","issn_l":"0956-4233","issn":["0956-4233","1758-6704"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Service Industry Management","raw_type":"journal-article"},{"id":"pmh:oai:iris.unibocconi.it:11565/50437","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/11565/50437","pdf_url":null,"source":{"id":"https://openalex.org/S7407055170","display_name":"Archivio istituzionale della Ricerca - Bocconi","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":17,"referenced_works":["https://openalex.org/W68542068","https://openalex.org/W288850694","https://openalex.org/W653013339","https://openalex.org/W1508851159","https://openalex.org/W1515027733","https://openalex.org/W1566879902","https://openalex.org/W1574655732","https://openalex.org/W1602254941","https://openalex.org/W1960332648","https://openalex.org/W1989688030","https://openalex.org/W1999806426","https://openalex.org/W2032698586","https://openalex.org/W2033170797","https://openalex.org/W2127481569","https://openalex.org/W2794551753","https://openalex.org/W2980296180","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W7033380358","https://openalex.org/W2128557142","https://openalex.org/W2371393945","https://openalex.org/W4401948075","https://openalex.org/W2148289820","https://openalex.org/W1989278415","https://openalex.org/W4245428636","https://openalex.org/W2803063398","https://openalex.org/W2091083318","https://openalex.org/W1996137064"],"abstract_inverted_index":{"The":[0,23],"work":[1],"suggests":[2],"a":[3,45,49,61,82,86,90,178],"defining":[4],"approach":[5,63,94],"aimed":[6],"at":[7],"understanding":[8],"the":[9,28,31,34,37,53,73,102,106,111,115,118,121,129,132,141,146,150,154,173,182,188,192,206,210,213],"relations":[10],"between":[11,160,200],"client":[12,38,67],"satisfaction":[13,39,68],"and":[14,40,70,117,145,162,184,202,205],"business":[15,83],"profitability,":[16],"with":[17,108],"specific":[18],"reference":[19,109,169],"to":[20,98,110,125,127,139,170],"services":[21,155],"management.":[22],"paper":[24],"makes":[25,95,136],"use":[26],"of":[27,30,36,55,75,81,114,149,172,187,215],"analysis":[29,171],"reasons":[32],"for":[33,64],"separation":[35,46],"cost":[41,71,148,207],"containment":[42],"orientations":[43],"\u2013":[44,181],"which":[47,76,88,120,152],"is":[48,77,123,165],"weak":[50],"point":[51],"in":[52,100,212],"case":[54,84],"service":[56,174],"businesses.":[57],"It":[58],"then":[59],"develops":[60],"methodological":[62],"bringing":[65],"together":[66,180],"research":[69],"optimisation,":[72],"application":[74],"presented":[78],"by":[79,105,168,196,209],"means":[80],"concerning":[85],"firm":[87],"offers":[89],"database":[91],"service.":[92],"This":[93],"it":[96,135,137],"possible":[97,138],"put":[99],"relationship":[101,199],"utility":[103,201],"perceived":[104,195],"customer":[107,122],"different":[112],"attributes":[113],"offer":[116],"price":[119,142,203],"prepared":[124],"pay":[126],"obtain":[128],"utility.":[130],"At":[131],"same":[133],"time":[134],"compare":[140],"thus":[143],"determined":[144],"effective":[147],"activities":[151],"determine":[153],"delivered.":[156],"Research":[157],"into":[158],"compatibility":[159],"competitive":[161],"financial":[163],"success":[164],"therefore":[166],"allowed":[167],"characteristics.":[175],"These":[176],"permit":[177],"joining":[179],"external":[183],"internal":[185],"process":[186],"company,":[189],"or":[190],"rather":[191],"value":[193],"as":[194],"customers":[197],"(the":[198],"sustained)":[204],"sustained":[208],"company":[211],"generation":[214],"this":[216],"value.":[217]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2013,"cited_by_count":6},{"year":2012,"cited_by_count":4}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}
