{"id":"https://openalex.org/W1983197668","doi":"https://doi.org/10.1016/j.sbspro.2013.12.494","title":"Productivity and Service Quality: Factors Affecting in Service Industry","display_name":"Productivity and Service Quality: Factors Affecting in Service Industry","publication_year":2014,"publication_date":"2014-01-01","ids":{"openalex":"https://openalex.org/W1983197668","doi":"https://doi.org/10.1016/j.sbspro.2013.12.494","mag":"1983197668"},"language":"en","primary_location":{"id":"doi:10.1016/j.sbspro.2013.12.494","doi":"https://doi.org/10.1016/j.sbspro.2013.12.494","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.sbspro.2013.12.494","pdf_url":"https://www.sciencedirect.com/science/article/pii/S1877042813051264/pdf","source":{"id":"https://openalex.org/S104917558","display_name":"Procedia - Social and Behavioral Sciences","issn_l":"1877-0428","issn":["1877-0428"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Procedia - Social and Behavioral Sciences","raw_type":"journal-article"},"volume":null,"type":"conference-paper","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://www.sciencedirect.com/science/article/pii/S1877042813051264/pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5068682161","display_name":"Serdar Durdyev","orcid":"https://orcid.org/0000-0003-1781-1830","observed_orcids":["https://orcid.org/0000-0003-1781-1830"]},"institutions":[{"id":"https://openalex.org/I4576418","display_name":"University of Technology Malaysia","ror":"https://ror.org/026w31v75","country_code":"MY","type":"education","lineage":["https://openalex.org/I4576418"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Serdar Durdyev","raw_affiliation_strings":["University Technology Malaysia Kuala Lumpur, Jalan Semarak, 54100, Kuala Lumpur, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University Technology Malaysia Kuala Lumpur, Jalan Semarak, 54100, Kuala Lumpur, Malaysia","institution_ids":["https://openalex.org/I4576418"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5065667556","display_name":"Ali Ihtiyar","orcid":"https://orcid.org/0000-0002-5346-0233","observed_orcids":["https://orcid.org/0000-0002-5346-0233"]},"institutions":[{"id":"https://openalex.org/I4576418","display_name":"University of Technology Malaysia","ror":"https://ror.org/026w31v75","country_code":"MY","type":"education","lineage":["https://openalex.org/I4576418"]}],"countries":["MY"],"is_corresponding":true,"raw_author_name":"Ali Ihtiyar","raw_affiliation_strings":["University Technology Malaysia Kuala Lumpur, Jalan Semarak, 54100, Kuala Lumpur, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University Technology Malaysia Kuala Lumpur, Jalan Semarak, 54100, Kuala Lumpur, Malaysia","institution_ids":["https://openalex.org/I4576418"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5089673643","display_name":"Syuhaida Binti Ismail","orcid":"https://orcid.org/0000-0001-6058-7497","observed_orcids":["https://orcid.org/0000-0001-6058-7497"]},"institutions":[{"id":"https://openalex.org/I4576418","display_name":"University of Technology Malaysia","ror":"https://ror.org/026w31v75","country_code":"MY","type":"education","lineage":["https://openalex.org/I4576418"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Syuhaida Ismail","raw_affiliation_strings":["University Technology Malaysia Kuala Lumpur, Jalan Semarak, 54100, Kuala Lumpur, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University Technology Malaysia Kuala Lumpur, Jalan Semarak, 54100, Kuala Lumpur, Malaysia","institution_ids":["https://openalex.org/I4576418"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5076578530","display_name":"Fauziah Ahmad","orcid":"https://orcid.org/0000-0001-5493-1431","observed_orcids":["https://orcid.org/0000-0001-5493-1431"]},"institutions":[{"id":"https://openalex.org/I4576418","display_name":"University of Technology Malaysia","ror":"https://ror.org/026w31v75","country_code":"MY","type":"education","lineage":["https://openalex.org/I4576418"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Fauziah Sh. Ahmad","raw_affiliation_strings":["University Technology Malaysia Kuala Lumpur, Jalan Semarak, 54100, Kuala Lumpur, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University Technology Malaysia Kuala Lumpur, Jalan Semarak, 54100, Kuala Lumpur, Malaysia","institution_ids":["https://openalex.org/I4576418"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5103590992","display_name":"Nooh Abu Bakar","orcid":"https://orcid.org/0009-0002-2482-6360","observed_orcids":["https://orcid.org/0009-0002-2482-6360"]},"institutions":[{"id":"https://openalex.org/I4576418","display_name":"University of Technology Malaysia","ror":"https://ror.org/026w31v75","country_code":"MY","type":"education","lineage":["https://openalex.org/I4576418"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Nooh Abu Bakar","raw_affiliation_strings":["University Technology Malaysia Kuala Lumpur, Jalan Semarak, 54100, Kuala Lumpur, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University Technology Malaysia Kuala Lumpur, Jalan Semarak, 54100, Kuala Lumpur, Malaysia","institution_ids":["https://openalex.org/I4576418"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5065667556"],"corresponding_institution_ids":["https://openalex.org/I4576418"],"apc_list":null,"apc_paid":null,"fwci":2.8165,"has_fulltext":true,"cited_by_count":26,"citation_normalized_percentile":{"value":0.90803837,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":87,"max":98},"biblio":{"volume":"109","issue":null,"first_page":"487","last_page":"491"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8550000190734863,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8550000190734863,"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/T10164","display_name":"Quality and Supply Management","score":0.04320000112056732,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/T12905","display_name":"Management Systems and Quality Improvement","score":0.026000000536441803,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and 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/productivity","display_name":"productivity","score":0.925000011920929},{"id":"https://openalex.org/keywords/perceived-service-quality","display_name":"perceived service quality","score":0.972000002861023},{"id":"https://openalex.org/keywords/service-sector","display_name":"service sector","score":0.9490000009536743},{"id":"https://openalex.org/keywords/work-management","display_name":"work management","score":0.9160000085830688},{"id":"https://openalex.org/keywords/financial-management","display_name":"financial management","score":0.878000020980835},{"id":"https://openalex.org/keywords/logistics","display_name":"logistics","score":0.9100000262260437},{"id":"https://openalex.org/keywords/consumer-perception","display_name":"consumer perception","score":0.6660000085830688},{"id":"https://openalex.org/keywords/human-resource-management","display_name":"human resource management","score":0.5009999871253967},{"id":"https://openalex.org/keywords/ict-services","display_name":"ICT services","score":0.5}],"concepts":[{"id":"https://openalex.org/C204983608","wikidata":"https://www.wikidata.org/wiki/Q2111958","display_name":"Productivity","level":2,"score":0.7827345132827759},{"id":"https://openalex.org/C2778139618","wikidata":"https://www.wikidata.org/wiki/Q13440398","display_name":"Workforce","level":2,"score":0.6658806800842285},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6528435945510864},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5926083326339722},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5831055045127869},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5772168040275574},{"id":"https://openalex.org/C2780210234","wikidata":"https://www.wikidata.org/wiki/Q422638","display_name":"Action plan","level":2,"score":0.5205518007278442},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5186185240745544},{"id":"https://openalex.org/C164866538","wikidata":"https://www.wikidata.org/wiki/Q367351","display_name":"Cluster (spacecraft)","level":2,"score":0.47304266691207886},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.44750699400901794},{"id":"https://openalex.org/C2776035688","wikidata":"https://www.wikidata.org/wiki/Q1606558","display_name":"Affect (linguistics)","level":2,"score":0.4420323967933655},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.43936604261398315},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.4250858724117279},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.39867210388183594},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3858048617839813},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.1729002594947815},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1634475588798523},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1391911506652832},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.12157812714576721},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.11811986565589905},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.07238593697547913},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"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/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1016/j.sbspro.2013.12.494","doi":"https://doi.org/10.1016/j.sbspro.2013.12.494","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.sbspro.2013.12.494","pdf_url":"https://www.sciencedirect.com/science/article/pii/S1877042813051264/pdf","source":{"id":"https://openalex.org/S104917558","display_name":"Procedia - Social and Behavioral Sciences","issn_l":"1877-0428","issn":["1877-0428"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Procedia - Social and Behavioral Sciences","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.1016/j.sbspro.2013.12.494","doi":"https://doi.org/10.1016/j.sbspro.2013.12.494","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.sbspro.2013.12.494","pdf_url":"https://www.sciencedirect.com/science/article/pii/S1877042813051264/pdf","source":{"id":"https://openalex.org/S104917558","display_name":"Procedia - Social and Behavioral Sciences","issn_l":"1877-0428","issn":["1877-0428"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Procedia - Social and Behavioral Sciences","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.9211000204086304,"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8"}],"study_designs":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320321709","display_name":"Ministry of Higher Education, Malaysia","ror":"https://ror.org/05mcs2t73"},{"id":"https://openalex.org/F4320322727","display_name":"Minist\u00e8re de l'Education Nationale, de l'Enseignement Superieur et de la Recherche","ror":"https://ror.org/03sjk9a61"},{"id":"https://openalex.org/F4320323300","display_name":"Universiti Teknologi Malaysia","ror":"https://ror.org/026w31v75"}],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1983197668.pdf","grobid_xml":"https://content.openalex.org/works/W1983197668.grobid-xml"},"referenced_works_count":6,"referenced_works":["https://openalex.org/W1497373873","https://openalex.org/W1594273630","https://openalex.org/W2042461458","https://openalex.org/W2111113666","https://openalex.org/W2275999206","https://openalex.org/W2316250154"],"related_works":["https://openalex.org/W2013005480","https://openalex.org/W1749512384","https://openalex.org/W2196758452","https://openalex.org/W2062012617","https://openalex.org/W58652078","https://openalex.org/W3042498609","https://openalex.org/W7042972922","https://openalex.org/W2072959984","https://openalex.org/W4322704375","https://openalex.org/W2122349281"],"abstract_inverted_index":{"As":[0],"part":[1],"of":[2,52,64,99,110,124],"its":[3],"aim,":[4],"this":[5,125],"study":[6],"is":[7,117],"going":[8],"to":[9,129,136],"identify":[10],"systematically":[11],"the":[12,33,47,53,57,65,68,80,96,108,122],"factors":[13,160],"that":[14,56],"can":[15,133],"often":[16],"affect":[17],"productivity":[18,102,146,162],"and":[19,62,67,86,103,140,147,163],"perceived":[20,104,148,164],"service":[21,105,149,165],"quality":[22,166],"directly":[23],"or":[24],"indirectly.":[25],"Undertaking":[26],"an":[27,141],"in-depth":[28],"literature":[29],"review":[30],"first":[31],"identified":[32],"factors.":[34,49],"The":[35,50],"final":[36],"analysis":[37,44,54],"model":[38],"was":[39],"built":[40],"through":[41],"a":[42,118,138],"statistical":[43],"conducted":[45],"with":[46],"chosen":[48],"results":[51],"indicate":[55],"workforce":[58],"cluster":[59,71,83],"(e.g.":[60,72,84,88],"skills":[61],"experiences":[63],"workforce)":[66],"work":[69],"management":[70,82],"communication":[73],"between":[74],"parties)":[75],"have":[76,154],"greater":[77],"impact":[78],"than":[79],"financial":[81],"reworks)":[85],"logistics":[87],"delivery":[89],"on":[90,95,101],"time).":[91],"This":[92],"research":[93],"focuses":[94],"qualitative":[97,112],"perspective":[98],"customers":[100],"quality.":[106,150],"Although":[107],"process":[109],"translating":[111],"opinions":[113],"into":[114],"quantitative":[115,131],"data":[116],"matter":[119],"for":[120,144,157],"debate,":[121],"result":[123],"research,":[126],"when":[127],"compared":[128],"other":[130],"studies,":[132],"be":[134],"used":[135],"establish":[137],"strategy":[139],"action":[142],"plan":[143],"managing":[145],"Finally,":[151],"some":[152],"recommendations":[153],"been":[155],"provided":[156],"addressing":[158],"key":[159],"affecting":[161],"in":[167,169],"HIS":[168],"Turkey.":[170]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":5},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":4},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2014,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}
