{"id":"https://openalex.org/W1990606166","doi":"https://doi.org/10.1080/02642060701346540","title":"Organisational Perception of Customer Satisfaction: Theories and Evidence","display_name":"Organisational Perception of Customer Satisfaction: Theories and Evidence","publication_year":2007,"publication_date":"2007-06-01","ids":{"openalex":"https://openalex.org/W1990606166","doi":"https://doi.org/10.1080/02642060701346540","mag":"1990606166"},"language":"en","primary_location":{"id":"doi:10.1080/02642060701346540","doi":"https://doi.org/10.1080/02642060701346540","is_oa":false,"landing_page_url":"https://doi.org/10.1080/02642060701346540","pdf_url":null,"source":{"id":"https://openalex.org/S49331332","display_name":"Service Industries Journal","issn_l":"0264-2069","issn":["0264-2069","1743-9507"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The Service Industries Journal","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"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/A5109830158","display_name":"Humphry Hung","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I14243506","display_name":"Hong Kong Polytechnic University","ror":"https://ror.org/0030zas98","country_code":"HK","type":"education","lineage":["https://openalex.org/I14243506"]}],"countries":["HK"],"is_corresponding":false,"raw_author_name":"Humphry Hung","raw_affiliation_strings":["Department of Management and Marketing, Hong Kong Polytechnic University, Hong Kong, China E-mail: mshung@polyu.edu.hk"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management and Marketing, Hong Kong Polytechnic University, Hong Kong, China E-mail: mshung@polyu.edu.hk","institution_ids":["https://openalex.org/I14243506"]}]},{"author_position":"last","author":{"id":null,"display_name":"Y. H. Wong","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I14243506","display_name":"Hong Kong Polytechnic University","ror":"https://ror.org/0030zas98","country_code":"HK","type":"education","lineage":["https://openalex.org/I14243506"]}],"countries":["HK"],"is_corresponding":false,"raw_author_name":"Y. H. Wong","raw_affiliation_strings":["Department of Management, Marketing at the Hong Kong Polytechnic University, Hong Kong, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management, Marketing at the Hong Kong Polytechnic University, Hong Kong, China","institution_ids":["https://openalex.org/I14243506"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I14243506"],"apc_list":null,"apc_paid":null,"fwci":0.9205,"has_fulltext":false,"cited_by_count":15,"citation_normalized_percentile":{"value":0.87377918,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":87,"max":96},"biblio":{"volume":"27","issue":"4","first_page":"495","last_page":"507"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"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":0.9994999766349792,"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/T11114","display_name":"Service and Product Innovation","score":0.00019999999494757503,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.8270000219345093},{"id":"https://openalex.org/keywords/service-organizations","display_name":"service organizations","score":0.9120000004768372},{"id":"https://openalex.org/keywords/managerial-beliefs","display_name":"managerial beliefs","score":0.5289999842643738},{"id":"https://openalex.org/keywords/electronic-banking","display_name":"electronic banking","score":0.7900000214576721},{"id":"https://openalex.org/keywords/customer-needs","display_name":"customer needs","score":0.5460000038146973},{"id":"https://openalex.org/keywords/customer-complaints","display_name":"customer complaints","score":0.36800000071525574},{"id":"https://openalex.org/keywords/sales-revenue","display_name":"sales revenue","score":0.8759999871253967}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7325002551078796},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6617352366447449},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.6595914363861084},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6131243705749512},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5486330986022949},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.5004346370697021},{"id":"https://openalex.org/C195487862","wikidata":"https://www.wikidata.org/wiki/Q850210","display_name":"Revenue","level":2,"score":0.4876376688480377},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.47725531458854675},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.474552720785141},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.43182939291000366},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3743443489074707},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.1945895254611969},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.13562637567520142},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C121955636","wikidata":"https://www.wikidata.org/wiki/Q4116214","display_name":"Accounting","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1080/02642060701346540","doi":"https://doi.org/10.1080/02642060701346540","is_oa":false,"landing_page_url":"https://doi.org/10.1080/02642060701346540","pdf_url":null,"source":{"id":"https://openalex.org/S49331332","display_name":"Service Industries Journal","issn_l":"0264-2069","issn":["0264-2069","1743-9507"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The Service Industries Journal","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:taf:servic:v:27:y:2007:i:4:p:495-507","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10.1080/02642060701346540","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"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":"article"},{"id":"pmh:oai:ira.lib.polyu.edu.hk:10397/28783","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10397/28783","pdf_url":null,"source":{"id":"https://openalex.org/S4306400205","display_name":"PolyU Institutional Research Archive (Hong Kong Polytechnic University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I14243506","host_organization_name":"Hong Kong Polytechnic University","host_organization_lineage":["https://openalex.org/I14243506"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Journal/Magazine Article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":27,"referenced_works":["https://openalex.org/W83118770","https://openalex.org/W370177488","https://openalex.org/W644617415","https://openalex.org/W1498488428","https://openalex.org/W1503231466","https://openalex.org/W1549078745","https://openalex.org/W1559966339","https://openalex.org/W1562208008","https://openalex.org/W1574378514","https://openalex.org/W1582251520","https://openalex.org/W1775582841","https://openalex.org/W1976926005","https://openalex.org/W1983364918","https://openalex.org/W2025926893","https://openalex.org/W2033940782","https://openalex.org/W2046491831","https://openalex.org/W2064277224","https://openalex.org/W2064580553","https://openalex.org/W2064741389","https://openalex.org/W2077944541","https://openalex.org/W2096578347","https://openalex.org/W2121732389","https://openalex.org/W2155097587","https://openalex.org/W2580389126","https://openalex.org/W2891100457","https://openalex.org/W3044291841","https://openalex.org/W4237333733"],"related_works":["https://openalex.org/W2059608228","https://openalex.org/W2116753186","https://openalex.org/W1989263880","https://openalex.org/W1986790376","https://openalex.org/W7100617719","https://openalex.org/W2049998791","https://openalex.org/W2391564111","https://openalex.org/W2528222189","https://openalex.org/W1992004164","https://openalex.org/W2135605993"],"abstract_inverted_index":{"Do":[0],"managers":[1],"in":[2,78],"service":[3,92],"organisations":[4,37],"believe":[5],"that":[6],"the":[7,12,46,59,74,80,95,98],"struggle":[8],"matters":[9],"more":[10],"than":[11],"triumph?":[13],"This":[14,53],"paper":[15],"proposes":[16],"a":[17,29,41],"model":[18],"of":[19,22,31,44,48,50,61,82],"organisational":[20,75],"perception":[21],"customer":[23,35,69],"satisfaction":[24,49],"which":[25],"posits":[26],"that,":[27],"given":[28],"lack":[30],"first-hand":[32],"information":[33],"on":[34,58,73],"responses,":[36],"tend":[38],"to":[39],"adopt":[40],"process-based":[42],"approach":[43],"evaluating":[45],"level":[47],"their":[51],"customers.":[52,83],"evaluation":[54],"process":[55],"depends":[56],"not":[57],"assessment":[60],"actual":[62],"outcomes":[63],"such":[64],"as":[65],"sales":[66],"revenue":[67],"and":[68,94],"complaints,":[70],"but":[71],"instead":[72],"efforts":[76],"involved":[77],"satisfying":[79],"needs":[81],"The":[84],"propositions":[85],"are":[86],"tested":[87],"by":[88],"surveying":[89],"150":[90],"e-banking":[91],"providers":[93],"data":[96],"supports":[97],"hypotheses.":[99]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}
