{"id":"https://openalex.org/W1576621115","doi":"https://doi.org/10.1108/03090561211214636","title":"The service elimination decision\u2010making during the service life cycle","display_name":"The service elimination decision\u2010making during the service life cycle","publication_year":2012,"publication_date":"2012-05-25","ids":{"openalex":"https://openalex.org/W1576621115","doi":"https://doi.org/10.1108/03090561211214636","mag":"1576621115"},"language":"en","primary_location":{"id":"doi:10.1108/03090561211214636","doi":"https://doi.org/10.1108/03090561211214636","is_oa":false,"landing_page_url":"https://doi.org/10.1108/03090561211214636","pdf_url":null,"source":{"id":"https://openalex.org/S89389284","display_name":"European Journal of Marketing","issn_l":"0309-0566","issn":["0309-0566","1758-7123"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","norway-1","poland-70","russia-white-list-1","vabb-shw"],"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":"European Journal of Marketing","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/A5111371814","display_name":"Paulina G. Papastathopoulou","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I73142707","display_name":"Athens University of Economics and Business","ror":"https://ror.org/03s262162","country_code":"GR","type":"education","lineage":["https://openalex.org/I73142707"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"Paulina Papastathopoulou","raw_affiliation_strings":["Department of Marketing, Athens University of Economics and Business, Athens, Greece","Athens Univ. of Economics and Business#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, Athens University of Economics and Business, Athens, Greece","institution_ids":["https://openalex.org/I73142707"]},{"raw_affiliation_string":"Athens Univ. of Economics and Business#TAB#","institution_ids":["https://openalex.org/I73142707"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5015767565","display_name":"Spiros P. Gounaris","orcid":"https://orcid.org/0000-0002-1328-8512","observed_orcids":["https://orcid.org/0000-0002-1328-8512"]},"institutions":[{"id":"https://openalex.org/I73142707","display_name":"Athens University of Economics and Business","ror":"https://ror.org/03s262162","country_code":"GR","type":"education","lineage":["https://openalex.org/I73142707"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"Spiros P. Gounaris","raw_affiliation_strings":["Department of Marketing, Athens University of Economics and Business, Athens, Greece","Marketing"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, Athens University of Economics and Business, Athens, Greece","institution_ids":["https://openalex.org/I73142707"]},{"raw_affiliation_string":"Marketing","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5020903588","display_name":"George J. Avlonitis","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I73142707","display_name":"Athens University of Economics and Business","ror":"https://ror.org/03s262162","country_code":"GR","type":"education","lineage":["https://openalex.org/I73142707"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"George J. Avlonitis","raw_affiliation_strings":["Department of Marketing, Athens University of Economics and Business, Athens, Greece","Athens Univ. of Economics and Business#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, Athens University of Economics and Business, Athens, Greece","institution_ids":["https://openalex.org/I73142707"]},{"raw_affiliation_string":"Athens Univ. of Economics and Business#TAB#","institution_ids":["https://openalex.org/I73142707"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I73142707"],"apc_list":null,"apc_paid":null,"fwci":3.6484,"has_fulltext":false,"cited_by_count":9,"citation_normalized_percentile":{"value":0.93136838,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":97},"biblio":{"volume":"46","issue":"6","first_page":"844","last_page":"874"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.7422000169754028,"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"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.7422000169754028,"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/T14014","display_name":"Transportation Systems and Infrastructure","score":0.1581999957561493,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.026200000196695328,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/service-lifecycle","display_name":"service life cycle","score":0.9909999966621399},{"id":"https://openalex.org/keywords/service-providers","display_name":"service providers","score":0.5820000171661377},{"id":"https://openalex.org/keywords/decision-making","display_name":"decision-making","score":0.6949999928474426},{"id":"https://openalex.org/keywords/elimination-strategy","display_name":"elimination strategy","score":0.6430000066757202},{"id":"https://openalex.org/keywords/strategic-management","display_name":"strategic management","score":0.6000000238418579},{"id":"https://openalex.org/keywords/competitive-actions","display_name":"competitive actions","score":0.5569999814033508},{"id":"https://openalex.org/keywords/service-portfolio-management","display_name":"service portfolio management","score":0.46399998664855957}],"concepts":[{"id":"https://openalex.org/C52438962","wikidata":"https://www.wikidata.org/wiki/Q1555139","display_name":"Rationalization (economics)","level":2,"score":0.651835024356842},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6060538291931152},{"id":"https://openalex.org/C2780821815","wikidata":"https://www.wikidata.org/wiki/Q5340806","display_name":"Portfolio","level":2,"score":0.5925834774971008},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.589210033416748},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5872312784194946},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.5682363510131836},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.5051129460334778},{"id":"https://openalex.org/C36829320","wikidata":"https://www.wikidata.org/wiki/Q7455785","display_name":"Service product management","level":5,"score":0.5007565021514893},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.46715253591537476},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.43513602018356323},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.4167252480983734},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3720385432243347},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.22331982851028442},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.21854948997497559},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.12276950478553772},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.07356226444244385},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.06949785351753235},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/03090561211214636","doi":"https://doi.org/10.1108/03090561211214636","is_oa":false,"landing_page_url":"https://doi.org/10.1108/03090561211214636","pdf_url":null,"source":{"id":"https://openalex.org/S89389284","display_name":"European Journal of Marketing","issn_l":"0309-0566","issn":["0309-0566","1758-7123"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","norway-1","poland-70","russia-white-list-1","vabb-shw"],"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":"European Journal of Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":67,"referenced_works":["https://openalex.org/W118562382","https://openalex.org/W562882128","https://openalex.org/W571471017","https://openalex.org/W587330830","https://openalex.org/W588465864","https://openalex.org/W1506585869","https://openalex.org/W1909307314","https://openalex.org/W1964589798","https://openalex.org/W1966272712","https://openalex.org/W1966798421","https://openalex.org/W1967125530","https://openalex.org/W1969198563","https://openalex.org/W1979760148","https://openalex.org/W1985176426","https://openalex.org/W1986278444","https://openalex.org/W1990513740","https://openalex.org/W1996885107","https://openalex.org/W1997410866","https://openalex.org/W1999180650","https://openalex.org/W2012880471","https://openalex.org/W2018897006","https://openalex.org/W2019342536","https://openalex.org/W2020250012","https://openalex.org/W2022096631","https://openalex.org/W2025403932","https://openalex.org/W2029469572","https://openalex.org/W2032940339","https://openalex.org/W2034600246","https://openalex.org/W2037738393","https://openalex.org/W2042360053","https://openalex.org/W2042461458","https://openalex.org/W2044711148","https://openalex.org/W2051520579","https://openalex.org/W2051602497","https://openalex.org/W2057732958","https://openalex.org/W2058871155","https://openalex.org/W2059502325","https://openalex.org/W2062987661","https://openalex.org/W2065159971","https://openalex.org/W2065364919","https://openalex.org/W2067401487","https://openalex.org/W2077791125","https://openalex.org/W2082517943","https://openalex.org/W2093689187","https://openalex.org/W2095386746","https://openalex.org/W2095892019","https://openalex.org/W2106477784","https://openalex.org/W2107117651","https://openalex.org/W2123473732","https://openalex.org/W2124494548","https://openalex.org/W2139801459","https://openalex.org/W2140497364","https://openalex.org/W2140761148","https://openalex.org/W2143799439","https://openalex.org/W2151513783","https://openalex.org/W2159306398","https://openalex.org/W2165336794","https://openalex.org/W2172063053","https://openalex.org/W2316372118","https://openalex.org/W2331214562","https://openalex.org/W2585127827","https://openalex.org/W2593217147","https://openalex.org/W2798323459","https://openalex.org/W3207590375","https://openalex.org/W3213274531","https://openalex.org/W4235678817","https://openalex.org/W4240046817"],"related_works":["https://openalex.org/W82714508","https://openalex.org/W569610935","https://openalex.org/W1979760148","https://openalex.org/W2025403932","https://openalex.org/W1909307314","https://openalex.org/W2039131824","https://openalex.org/W2065159971","https://openalex.org/W1966272712","https://openalex.org/W2129527974","https://openalex.org/W2055204763"],"abstract_inverted_index":{"Purpose":[0],"The":[1,67,133,222],"paper":[2],"aims":[3],"to":[4,147,216],"offer":[5],"a":[6,47,61,89,145,148,175,187,206,245],"preliminary":[7],"insight":[8],"into":[9],"the":[10,35,111,118,121,126,199,218,226,237],"issue":[11],"of":[12,22,46,96,103,120,154,177,186,225],"whether":[13,29],"service":[14,64,84,90,112,122,138,165,170,200,246],"providers":[15,139],"eliminate":[16,140],"their":[17,23],"offerings":[18],"in":[19,65,93,101,244],"various":[20],"stages":[21],"life":[24,37,98,123,201],"cycle,":[25],"and":[26,70,108,168,211],"if":[27],"so,":[28],"elimination":[30,109,113,127,171],"decision\u2010making":[31],"differs":[32,115],"depending":[33,116],"on":[34,117],"service's":[36],"cycle":[38,124,202],"stage.":[39],"Design/methodology/approach":[40],"Data":[41],"were":[42],"secured":[43],"by":[44,152],"means":[45],"structured":[48],"questionnaire":[49],"which":[50],"was":[51],"completed":[52],"through":[53],"personal":[54],"interviews.":[55],"Respondents":[56],"answered":[57],"all":[58],"questions":[59,224],"having":[60],"recently":[62],"eliminated":[63,87],"mind.":[66],"initial":[68],"calls":[69],"follow\u2010up":[71],"efforts":[72],"generated":[73],"164":[74],"usable":[75],"responses":[76],"(49.8":[77],"per":[78],"cent":[79],"response":[80,146],"rate).":[81],"Findings":[82],"A":[83],"may":[85,172,213],"be":[86],"from":[88],"provider's":[91],"portfolio":[92,166],"any":[94],"stage":[95,119],"its":[97],"cycle.":[99],"Further,":[100],"terms":[102],"precipitating":[104],"circumstances,":[105],"evaluation":[106],"factors":[107],"strategies,":[110],"process":[114],"that":[125,241],"decision":[128],"is":[129,137,236,242],"taken.":[130],"Practical":[131],"implications":[132],"most":[134],"important":[135],"implication":[136],"services":[141],"not":[142],"only":[143],"as":[144,174,205],"crisis":[149],"possibly":[150],"caused":[151],"drops":[153],"sales":[155],"volume,":[156],"but":[157,234],"also":[158],"for":[159,182,209,231],"other":[160],"reasons.":[161,195],"In":[162],"this":[163,197,235],"respect,":[164],"rationalization":[167,219],"particularly":[169],"result":[173],"consequence":[176],"strategic":[178,207],"management":[179],"decisions":[180],"taken":[181],"positive":[183],"(e.g.":[184,192],"development":[185],"new":[188],"service)":[189],"or":[190],"negative":[191],"competitive":[193],"actions)":[194],"Within":[196],"framework,":[198],"(SLC)":[203],"model,":[204],"tool":[208],"analysis":[210],"decision\u2010making,":[212],"well":[214],"serve":[215],"guide":[217],"process.":[220],"Originality/value":[221],"research":[223],"study":[227,240],"have":[228],"been":[229],"examined":[230],"tangible":[232],"products,":[233],"first":[238],"relevant":[239],"conducted":[243],"context.":[247]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2015,"cited_by_count":3},{"year":2012,"cited_by_count":1}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}
