{"id":"https://openalex.org/W1977828838","doi":"https://doi.org/10.1108/14635770610668839","title":"Benchmarking customer service on the internet: best practices from family businesses","display_name":"Benchmarking customer service on the internet: best practices from family businesses","publication_year":2006,"publication_date":"2006-05-01","ids":{"openalex":"https://openalex.org/W1977828838","doi":"https://doi.org/10.1108/14635770610668839","mag":"1977828838"},"language":"en","primary_location":{"id":"doi:10.1108/14635770610668839","doi":"https://doi.org/10.1108/14635770610668839","is_oa":false,"landing_page_url":"https://doi.org/10.1108/14635770610668839","pdf_url":null,"source":{"id":"https://openalex.org/S20489460","display_name":"Benchmarking An International Journal","issn_l":"1463-5771","issn":["1463-5771","1758-4094"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-4","jufo-1","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":"Benchmarking: An International Journal","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/A5052951108","display_name":"Nancy M. Levenburg","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I8606887","display_name":"Grand Valley State University","ror":"https://ror.org/001m1hv61","country_code":"US","type":"education","lineage":["https://openalex.org/I8606887"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Nancy M. Levenburg","raw_affiliation_strings":["Department of Marketing, Seidman School of Business, Grand Valley State University, Grand Rapids, Michigan, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, Seidman School of Business, Grand Valley State University, Grand Rapids, Michigan, USA","institution_ids":["https://openalex.org/I8606887"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5052951108"],"corresponding_institution_ids":["https://openalex.org/I8606887"],"apc_list":null,"apc_paid":null,"fwci":1.9047,"has_fulltext":false,"cited_by_count":20,"citation_normalized_percentile":{"value":0.88757483,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"13","issue":"3","first_page":"355","last_page":"373"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.4368000030517578,"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":0.4368000030517578,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.19210000336170197,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11843","display_name":"Family Business Performance and Succession","score":0.15780000388622284,"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/customer-service","display_name":"customer service","score":0.8619999885559082},{"id":"https://openalex.org/keywords/internet-based-applications","display_name":"internet applications","score":0.5600000023841858},{"id":"https://openalex.org/keywords/family-business","display_name":"family business","score":0.8500000238418579},{"id":"https://openalex.org/keywords/e-business-adoption","display_name":"e-business adoption","score":0.8320000171661377},{"id":"https://openalex.org/keywords/benchmarking","display_name":"benchmarking","score":0.6570000052452087},{"id":"https://openalex.org/keywords/service-sector","display_name":"service sector","score":0.6230000257492065},{"id":"https://openalex.org/keywords/email-communication","display_name":"email communication","score":0.5759999752044678},{"id":"https://openalex.org/keywords/order-tracking","display_name":"order tracking","score":0.9200000166893005},{"id":"https://openalex.org/keywords/competitive-advantage","display_name":"competitive advantage","score":0.6669999957084656},{"id":"https://openalex.org/keywords/best-practices","display_name":"best practices","score":0.5759999752044678}],"concepts":[{"id":"https://openalex.org/C86251818","wikidata":"https://www.wikidata.org/wiki/Q816754","display_name":"Benchmarking","level":2,"score":0.7402511835098267},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6553375124931335},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.625901997089386},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5541651248931885},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.5270920991897583},{"id":"https://openalex.org/C184356942","wikidata":"https://www.wikidata.org/wiki/Q830382","display_name":"Best practice","level":2,"score":0.4995718002319336},{"id":"https://openalex.org/C48798503","wikidata":"https://www.wikidata.org/wiki/Q877546","display_name":"Reputation","level":2,"score":0.48858746886253357},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.48212695121765137},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.46628355979919434},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.44678038358688354},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.42724478244781494},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.42285069823265076},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.42220380902290344},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.38747596740722656},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.30153337121009827},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.14568650722503662},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.14562878012657166},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.10355007648468018},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.08572939038276672},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.08374184370040894},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/14635770610668839","doi":"https://doi.org/10.1108/14635770610668839","is_oa":false,"landing_page_url":"https://doi.org/10.1108/14635770610668839","pdf_url":null,"source":{"id":"https://openalex.org/S20489460","display_name":"Benchmarking An International Journal","issn_l":"1463-5771","issn":["1463-5771","1758-4094"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-4","jufo-1","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":"Benchmarking: An International Journal","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":44,"referenced_works":["https://openalex.org/W167118034","https://openalex.org/W970786996","https://openalex.org/W1518852856","https://openalex.org/W1530545349","https://openalex.org/W1551959258","https://openalex.org/W1576209401","https://openalex.org/W1582669528","https://openalex.org/W1920178285","https://openalex.org/W1967213946","https://openalex.org/W1985724747","https://openalex.org/W1996642170","https://openalex.org/W2001063775","https://openalex.org/W2001916972","https://openalex.org/W2007305727","https://openalex.org/W2007353217","https://openalex.org/W2009263579","https://openalex.org/W2010225905","https://openalex.org/W2012008123","https://openalex.org/W2016863311","https://openalex.org/W2019224020","https://openalex.org/W2025681713","https://openalex.org/W2028500647","https://openalex.org/W2030978193","https://openalex.org/W2033932649","https://openalex.org/W2037894668","https://openalex.org/W2043040146","https://openalex.org/W2043961474","https://openalex.org/W2044639221","https://openalex.org/W2057119962","https://openalex.org/W2065259458","https://openalex.org/W2068804701","https://openalex.org/W2071372861","https://openalex.org/W2073733140","https://openalex.org/W2091427048","https://openalex.org/W2092494844","https://openalex.org/W2118393265","https://openalex.org/W2234232270","https://openalex.org/W2257810546","https://openalex.org/W2340404085","https://openalex.org/W2471617055","https://openalex.org/W2512997000","https://openalex.org/W3215638535","https://openalex.org/W4244716138","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2108197827","https://openalex.org/W2079032446","https://openalex.org/W2122673976","https://openalex.org/W7118734089","https://openalex.org/W604954105","https://openalex.org/W2509539189","https://openalex.org/W2154712820","https://openalex.org/W7097213050","https://openalex.org/W3106745481","https://openalex.org/W2113392467"],"abstract_inverted_index":{"Purpose":[0],"The":[1,62,209],"importance":[2,81],"of":[3,17,47,56,82,122,184,187,224],"using":[4],"the":[5,45,80,93,174,185],"internet":[6,70],"to":[7,23,35,43,65,92,104,126,228],"achieve":[8],"competitive":[9],"advantage":[10],"has":[11],"been":[12],"well\u2010documented.":[13],"An":[14],"ever\u2010expanding":[15],"array":[16],"technologies":[18],"exist":[19],"that":[20,117],"enable":[21],"firms":[22,110,123,172],"accomplish":[24],"customer":[25,59,90,133,192],"service":[26,48,60,91,134,175,193],"online.":[27],"Yet":[28],"for":[29,78,132,214],"many":[30],"firms,":[31],"determining":[32],"which":[33,225],"applications":[34,71,227],"employ":[36],"can":[37],"be":[38,212],"perplexing.":[39],"This":[40],"study":[41,168],"purports":[42],"examine":[44],"practices":[46,139],"sector":[49],"market":[50],"leaders":[51],"and":[52,69,131,150,161,195,197,217],"measure":[53],"performance":[54],"results":[55],"adopting":[57,151],"selected":[58],"applications.":[61],"aim":[63],"was":[64,102],"identify":[66],"inspirational":[67],"targets":[68],"benchmarks":[72],"among":[73],"family":[74,109,171,188],"owned":[75],"businesses":[76],"since":[77],"them,":[79],"reputation":[83],"may":[84],"well":[85],"hinge":[86],"on":[87,170,191],"providing":[88],"outstanding":[89],"local":[94],"community.":[95],"Design/methodology/approach":[96],"A":[97],"six\u2010page":[98],"self\u2010administered":[99],"survey":[100],"questionnaire":[101],"used":[103],"collect":[105],"data":[106],"from":[107,182],"374":[108],"in":[111,173,222],"West":[112],"Michigan.":[113],"Findings":[114,115],"suggest":[116],"while":[118],"over":[119],"75":[120],"percent":[121],"use":[124],"e\u2010mail":[125],"communicate":[127],"with":[128,142],"current":[129],"customers":[130],"purposes,":[135],"what":[136],"distinguishes":[137],"best":[138],"is":[140],"e\u2010mailing":[141],"prospective":[143],"customers,":[144],"targeting":[145],"small":[146],"or":[147,202],"hard\u2010to\u2010reach":[148],"markets,":[149],"more":[152],"sophisticated":[153],"applications,":[154],"including":[155],"online":[156],"product":[157],"demonstration,":[158],"ordering,":[159],"delivery,":[160],"order":[162],"tracking.":[163],"Research":[164],"limitations/implications":[165],"Since,":[166],"this":[167],"focused":[169],"sector,":[176],"future":[177],"research":[178],"opportunities":[179],"could":[180],"come":[181],"examination":[183],"impact":[186],"business\u2010related":[189],"characteristics":[190],"strategy":[194],"practices,":[196],"comparison":[198],"across":[199],"industry":[200],"sectors":[201],"markets":[203],"served":[204],"(B2B":[205],"versus":[206],"B2C).":[207],"Originality/value":[208],"paper":[210],"should":[211],"useful":[213],"academic":[215],"researchers":[216],"business":[218],"practitioners":[219],"seeking":[220],"guidance":[221],"terms":[223],"e\u2010business":[226],"employ.":[229]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":3},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":2}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
