{"id":"https://openalex.org/W1999000293","doi":"https://doi.org/10.1057/palgrave.dbm.3240206","title":"Consumers' complaint behaviour. Taxonomy, typology and determinants: Towards a unified ontology","display_name":"Consumers' complaint behaviour. Taxonomy, typology and determinants: Towards a unified ontology","publication_year":2003,"publication_date":"2003-09-01","ids":{"openalex":"https://openalex.org/W1999000293","doi":"https://doi.org/10.1057/palgrave.dbm.3240206","mag":"1999000293"},"language":"en","primary_location":{"id":"doi:10.1057/palgrave.dbm.3240206","doi":"https://doi.org/10.1057/palgrave.dbm.3240206","is_oa":true,"landing_page_url":"https://doi.org/10.1057/palgrave.dbm.3240206","pdf_url":"https://link.springer.com/content/pdf/10.1057/palgrave.dbm.3240206.pdf","source":{"id":"https://openalex.org/S4210207324","display_name":"Journal of Database Marketing & Customer Strategy Management","issn_l":"1741-2439","issn":["1741-2439","1741-2447"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","cwts-core"],"host_organization":"https://openalex.org/P4310319703","host_organization_name":"Palgrave Macmillan","host_organization_lineage":["https://openalex.org/P4310319703","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Palgrave Macmillan","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Database Marketing &amp; Customer Strategy Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://link.springer.com/content/pdf/10.1057/palgrave.dbm.3240206.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5009485188","display_name":"Dominique Cri\u00e9","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Dominique Cri\u00e9","raw_affiliation_strings":["IAE de Lille, 104, Avenue du Peuple Belge, Lille, 59 043, C\u00e9dex, France","IAE de Lille, Lille, France"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IAE de Lille, 104, Avenue du Peuple Belge, Lille, 59 043, C\u00e9dex, France","institution_ids":[]},{"raw_affiliation_string":"IAE de Lille, Lille, France","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5009485188"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":4.2926,"has_fulltext":true,"cited_by_count":170,"citation_normalized_percentile":{"value":0.93307342,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":95,"max":100},"biblio":{"volume":"11","issue":"1","first_page":"60","last_page":"79"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9922000169754028,"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":0.9922000169754028,"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/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.003100000089034438,"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.0005000000237487257,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-dissatisfaction","display_name":"customer dissatisfaction","score":0.9610000252723694},{"id":"https://openalex.org/keywords/unified-ontology","display_name":"unified ontology","score":0.8299999833106995}],"concepts":[{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.9432801008224487},{"id":"https://openalex.org/C75795011","wikidata":"https://www.wikidata.org/wiki/Q917904","display_name":"Typology","level":2,"score":0.7374852895736694},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.6039954423904419},{"id":"https://openalex.org/C25810664","wikidata":"https://www.wikidata.org/wiki/Q44325","display_name":"Ontology","level":2,"score":0.5102260112762451},{"id":"https://openalex.org/C177264268","wikidata":"https://www.wikidata.org/wiki/Q1514741","display_name":"Set (abstract data type)","level":2,"score":0.5016951560974121},{"id":"https://openalex.org/C58642233","wikidata":"https://www.wikidata.org/wiki/Q8269924","display_name":"Taxonomy (biology)","level":2,"score":0.4570096433162689},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4456254243850708},{"id":"https://openalex.org/C94124525","wikidata":"https://www.wikidata.org/wiki/Q912550","display_name":"Categorization","level":2,"score":0.423020601272583},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3592824935913086},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.33247676491737366},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.14634177088737488},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.13229534029960632},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.12282338738441467},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.10750904679298401},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"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/C19165224","wikidata":"https://www.wikidata.org/wiki/Q23404","display_name":"Anthropology","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/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C59822182","wikidata":"https://www.wikidata.org/wiki/Q441","display_name":"Botany","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1057/palgrave.dbm.3240206","doi":"https://doi.org/10.1057/palgrave.dbm.3240206","is_oa":true,"landing_page_url":"https://doi.org/10.1057/palgrave.dbm.3240206","pdf_url":"https://link.springer.com/content/pdf/10.1057/palgrave.dbm.3240206.pdf","source":{"id":"https://openalex.org/S4210207324","display_name":"Journal of Database Marketing & Customer Strategy Management","issn_l":"1741-2439","issn":["1741-2439","1741-2447"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","cwts-core"],"host_organization":"https://openalex.org/P4310319703","host_organization_name":"Palgrave Macmillan","host_organization_lineage":["https://openalex.org/P4310319703","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Palgrave Macmillan","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Database Marketing &amp; Customer Strategy Management","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.1057/palgrave.dbm.3240206","doi":"https://doi.org/10.1057/palgrave.dbm.3240206","is_oa":true,"landing_page_url":"https://doi.org/10.1057/palgrave.dbm.3240206","pdf_url":"https://link.springer.com/content/pdf/10.1057/palgrave.dbm.3240206.pdf","source":{"id":"https://openalex.org/S4210207324","display_name":"Journal of Database Marketing & Customer Strategy Management","issn_l":"1741-2439","issn":["1741-2439","1741-2447"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","cwts-core"],"host_organization":"https://openalex.org/P4310319703","host_organization_name":"Palgrave Macmillan","host_organization_lineage":["https://openalex.org/P4310319703","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Palgrave Macmillan","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Database Marketing &amp; Customer Strategy Management","raw_type":"journal-article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"id":"https://metadata.un.org/sdg/16","display_name":"Peace, justice, and strong institutions","score":0.6100000143051147}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1999000293.pdf","grobid_xml":"https://content.openalex.org/works/W1999000293.grobid-xml"},"referenced_works_count":55,"referenced_works":["https://openalex.org/W6652454","https://openalex.org/W1490647195","https://openalex.org/W1562891728","https://openalex.org/W1751753181","https://openalex.org/W1968828380","https://openalex.org/W1973519717","https://openalex.org/W1974916982","https://openalex.org/W1978982730","https://openalex.org/W1981167345","https://openalex.org/W1983364918","https://openalex.org/W1986866547","https://openalex.org/W1993450812","https://openalex.org/W1994790827","https://openalex.org/W2001464182","https://openalex.org/W2021606694","https://openalex.org/W2027526741","https://openalex.org/W2028184439","https://openalex.org/W2029637601","https://openalex.org/W2033721488","https://openalex.org/W2047259520","https://openalex.org/W2051999478","https://openalex.org/W2056621186","https://openalex.org/W2061742916","https://openalex.org/W2065217506","https://openalex.org/W2071936644","https://openalex.org/W2079519997","https://openalex.org/W2081051459","https://openalex.org/W2083699334","https://openalex.org/W2084301582","https://openalex.org/W2089314759","https://openalex.org/W2089796443","https://openalex.org/W2094439750","https://openalex.org/W2134652588","https://openalex.org/W2143692823","https://openalex.org/W2145855633","https://openalex.org/W2177320016","https://openalex.org/W2294044539","https://openalex.org/W2316552461","https://openalex.org/W2322233365","https://openalex.org/W2323134652","https://openalex.org/W2325102231","https://openalex.org/W2409391567","https://openalex.org/W2412245756","https://openalex.org/W2413191161","https://openalex.org/W2414775570","https://openalex.org/W2418155463","https://openalex.org/W2418883792","https://openalex.org/W2419228115","https://openalex.org/W2975824187","https://openalex.org/W3096972060","https://openalex.org/W4388114410","https://openalex.org/W4388282958","https://openalex.org/W6602950671","https://openalex.org/W6628823821","https://openalex.org/W7043639422"],"related_works":["https://openalex.org/W3196633330","https://openalex.org/W1845276181","https://openalex.org/W2111967945","https://openalex.org/W2603900985","https://openalex.org/W2316552461","https://openalex.org/W2165109419","https://openalex.org/W2317879784","https://openalex.org/W1974916982","https://openalex.org/W1515496983","https://openalex.org/W2122047989"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":5},{"year":2022,"cited_by_count":11},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":10},{"year":2019,"cited_by_count":10},{"year":2018,"cited_by_count":12},{"year":2017,"cited_by_count":8},{"year":2016,"cited_by_count":5},{"year":2015,"cited_by_count":15},{"year":2014,"cited_by_count":12},{"year":2013,"cited_by_count":11},{"year":2012,"cited_by_count":13}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}
