{"id":"https://openalex.org/W1972470141","doi":"https://doi.org/10.5539/ijbm.v8n20p105","title":"Using Servqual to Examine Service Quality in the Classroom: Analyses of Undergraduate and Executive Education Operations Management Courses","display_name":"Using Servqual to Examine Service Quality in the Classroom: Analyses of Undergraduate and Executive Education Operations Management Courses","publication_year":2013,"publication_date":"2013-09-23","ids":{"openalex":"https://openalex.org/W1972470141","doi":"https://doi.org/10.5539/ijbm.v8n20p105","mag":"1972470141"},"language":"en","primary_location":{"id":"doi:10.5539/ijbm.v8n20p105","doi":"https://doi.org/10.5539/ijbm.v8n20p105","is_oa":true,"landing_page_url":"https://doi.org/10.5539/ijbm.v8n20p105","pdf_url":"https://ccsenet.org/journal/index.php/ijbm/article/download/28755/18081","source":{"id":"https://openalex.org/S4210230633","display_name":"International Journal of Business and Management","issn_l":"1833-3850","issn":["1833-3850","1833-8119"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310322531","host_organization_name":"Canadian Center of Science and Education","host_organization_lineage":["https://openalex.org/P4310322531"],"host_organization_lineage_names":["Canadian Center of Science and Education"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Business and Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://ccsenet.org/journal/index.php/ijbm/article/download/28755/18081","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5000351035","display_name":"Cyril R. H. Foropon","orcid":"https://orcid.org/0000-0003-3083-0016","observed_orcids":["https://orcid.org/0000-0003-3083-0016"]},"institutions":[{"id":"https://openalex.org/I46247651","display_name":"University of Manitoba","ror":"https://ror.org/02gfys938","country_code":"CA","type":"education","lineage":["https://openalex.org/I46247651"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"Cyril Foropon","raw_affiliation_strings":["Asper School of Business , University of Manitoba , Winnipeg , Canada","Asper School of Business University of Manitoba"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Asper School of Business , University of Manitoba , Winnipeg , Canada","institution_ids":["https://openalex.org/I46247651"]},{"raw_affiliation_string":"Asper School of Business University of Manitoba","institution_ids":["https://openalex.org/I46247651"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5069648147","display_name":"Ruth Seiple","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I46247651","display_name":"University of Manitoba","ror":"https://ror.org/02gfys938","country_code":"CA","type":"education","lineage":["https://openalex.org/I46247651"]},{"id":"https://openalex.org/I63135867","display_name":"University of Cincinnati","ror":"https://ror.org/01e3m7079","country_code":"US","type":"education","lineage":["https://openalex.org/I63135867"]}],"countries":["CA","US"],"is_corresponding":false,"raw_author_name":"Ruth Seiple","raw_affiliation_strings":["Asper School of Business , University of Manitoba , Winnipeg , Manitoba , R3T 5V4 , Canada","Lindner College of Business , University of Cincinnati , Cincinnati , United States","College of Business, University of Cincinnati"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Asper School of Business , University of Manitoba , Winnipeg , Manitoba , R3T 5V4 , Canada","institution_ids":["https://openalex.org/I46247651"]},{"raw_affiliation_string":"Lindner College of Business , University of Cincinnati , Cincinnati , United States","institution_ids":["https://openalex.org/I63135867"]},{"raw_affiliation_string":"College of Business, University of Cincinnati","institution_ids":["https://openalex.org/I63135867"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5088003816","display_name":"Laoucine Kerbache","orcid":"https://orcid.org/0000-0003-4715-8879","observed_orcids":["https://orcid.org/0000-0003-4715-8879"]},"institutions":[{"id":"https://openalex.org/I4210138196","display_name":"HEC Paris in Qatar","ror":"https://ror.org/03ctqg407","country_code":"QA","type":"education","lineage":["https://openalex.org/I4210138196","https://openalex.org/I83860666","https://openalex.org/I92528248"]}],"countries":["QA"],"is_corresponding":false,"raw_author_name":"Laoucine Kerbache","raw_affiliation_strings":["HEC Paris in Qatar , Doha , Qatar","HEC Paris in Qatar"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"HEC Paris in Qatar , Doha , Qatar","institution_ids":["https://openalex.org/I4210138196"]},{"raw_affiliation_string":"HEC Paris in Qatar","institution_ids":["https://openalex.org/I4210138196"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":6.1801,"has_fulltext":true,"cited_by_count":23,"citation_normalized_percentile":{"value":0.95482567,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"8","issue":"20","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8798999786376953,"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":0.8798999786376953,"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/T12671","display_name":"Management and Marketing Education","score":0.07919999957084656,"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/T11039","display_name":"Evaluation of Teaching Practices","score":0.03579999879002571,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.781000018119812},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.8019999861717224},{"id":"https://openalex.org/keywords/service-quality-gap-analysis","display_name":"service quality gap analysis","score":0.6269999742507935},{"id":"https://openalex.org/keywords/operations-management-education","display_name":"operations management education","score":0.8510000109672546},{"id":"https://openalex.org/keywords/undergraduate-education","display_name":"undergraduate education","score":0.6970000267028809},{"id":"https://openalex.org/keywords/executive-education","display_name":"executive education","score":0.996999979019165},{"id":"https://openalex.org/keywords/higher-education","display_name":"higher education","score":0.5950000286102295},{"id":"https://openalex.org/keywords/student-expectations","display_name":"student expectations","score":0.699999988079071},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":0.8460000157356262},{"id":"https://openalex.org/keywords/responsiveness","display_name":"responsiveness","score":0.9940000176429749},{"id":"https://openalex.org/keywords/tangibles","display_name":"tangibles","score":0.9900000095367432}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.9600555896759033},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.70395427942276},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.627577006816864},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.5523965954780579},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5508968830108643},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5444508790969849},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.5248446464538574},{"id":"https://openalex.org/C120912362","wikidata":"https://www.wikidata.org/wiki/Q136822","display_name":"Higher education","level":2,"score":0.4959186017513275},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2626371681690216},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.228862464427948},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.11938953399658203},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.08896103501319885},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.5539/ijbm.v8n20p105","doi":"https://doi.org/10.5539/ijbm.v8n20p105","is_oa":true,"landing_page_url":"https://doi.org/10.5539/ijbm.v8n20p105","pdf_url":"https://ccsenet.org/journal/index.php/ijbm/article/download/28755/18081","source":{"id":"https://openalex.org/S4210230633","display_name":"International Journal of Business and Management","issn_l":"1833-3850","issn":["1833-3850","1833-8119"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310322531","host_organization_name":"Canadian Center of Science and Education","host_organization_lineage":["https://openalex.org/P4310322531"],"host_organization_lineage_names":["Canadian Center of Science and Education"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Business and Management","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.5539/ijbm.v8n20p105","doi":"https://doi.org/10.5539/ijbm.v8n20p105","is_oa":true,"landing_page_url":"https://doi.org/10.5539/ijbm.v8n20p105","pdf_url":"https://ccsenet.org/journal/index.php/ijbm/article/download/28755/18081","source":{"id":"https://openalex.org/S4210230633","display_name":"International Journal of Business and Management","issn_l":"1833-3850","issn":["1833-3850","1833-8119"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310322531","host_organization_name":"Canadian Center of Science and Education","host_organization_lineage":["https://openalex.org/P4310322531"],"host_organization_lineage_names":["Canadian Center of Science and Education"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Business and Management","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Quality education","score":0.9901999831199646,"id":"https://metadata.un.org/sdg/4"}],"sustainable_development_goals_aurora":[{"display_name":"Quality education","score":0.5400000214576721,"id":"https://metadata.un.org/sdg/4"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1972470141.pdf","grobid_xml":"https://content.openalex.org/works/W1972470141.grobid-xml"},"referenced_works_count":44,"referenced_works":["https://openalex.org/W44044952","https://openalex.org/W114758211","https://openalex.org/W173271469","https://openalex.org/W243440838","https://openalex.org/W1512965346","https://openalex.org/W1519309208","https://openalex.org/W1553900337","https://openalex.org/W1571226433","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1974418097","https://openalex.org/W1978241442","https://openalex.org/W1979522819","https://openalex.org/W1979656299","https://openalex.org/W1982569306","https://openalex.org/W1994346317","https://openalex.org/W1995898688","https://openalex.org/W2000223141","https://openalex.org/W2002535344","https://openalex.org/W2026368098","https://openalex.org/W2027843557","https://openalex.org/W2029945492","https://openalex.org/W2032104406","https://openalex.org/W2036796144","https://openalex.org/W2038209818","https://openalex.org/W2038487246","https://openalex.org/W2046721844","https://openalex.org/W2051645616","https://openalex.org/W2052771037","https://openalex.org/W2053093940","https://openalex.org/W2062182591","https://openalex.org/W2073413311","https://openalex.org/W2075265176","https://openalex.org/W2075837734","https://openalex.org/W2085821040","https://openalex.org/W2095021061","https://openalex.org/W2139654293","https://openalex.org/W2151905510","https://openalex.org/W2155707035","https://openalex.org/W2316110746","https://openalex.org/W2487542086","https://openalex.org/W2742982093","https://openalex.org/W2917859102","https://openalex.org/W2969548916"],"related_works":["https://openalex.org/W1978241442","https://openalex.org/W2424324699","https://openalex.org/W2046721844","https://openalex.org/W3142813522","https://openalex.org/W7095372926","https://openalex.org/W2372570990","https://openalex.org/W2002528230","https://openalex.org/W4399588635","https://openalex.org/W2917859102","https://openalex.org/W2151905510"],"abstract_inverted_index":{"This":[0],"article":[1],"examines":[2],"service":[3,70,96],"quality":[4,71,97,119],"provided":[5],"in":[6,14,72,79,99],"the":[7,11,21,25,39,43,57,61,66,80,85,93,100,103],"classroom,":[8],"by":[9],"applying":[10],"Servqual":[12,47,88],"instrument":[13],"twooperations":[15],"management":[16],"(OM)":[17],"courses":[18],"located":[19],"at":[20,102],"two":[22],"extremes":[23],"of":[24,42,60,69,87,95,107],"higher":[26,73],"education":[27,54,112],"spectrum.":[28],"The":[29],"firstServqual":[30],"gap":[31,48],"analysis":[32,49],"assessed":[33],"an":[34,51],"OM":[35,52],"undergraduate":[36,104,108],"course":[37,55],"(at":[38,56],"low":[40],"end":[41,59],"spectrum),":[44],"whereas":[45],"thesecond":[46],"appraised":[50],"executive":[53,111],"highest":[58],"spectrum).This":[62],"paper":[63],"also":[64],"reviews":[65],"theoretical":[67],"background":[68],"education,":[74],"and":[75,110,125],"associatedassessment":[76],"methods":[77],"identified":[78],"literature.":[81],"Findings":[82],"indicate":[83],"that":[84],"use":[86],"results":[89],"could":[90,114],"lead":[91],"toimproving":[92],"performance":[94],"dimensions":[98,120],"classroom":[101],"level,":[105],"andexpectations":[106],"students":[109],"participants":[113],"be":[115],"exceeded":[116],"on":[117],"multipleservice":[118],"such":[121],"as":[122],"reliability,":[123],"responsiveness,":[124],"tangibles.":[126]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":4},{"year":2014,"cited_by_count":3}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}
