{"id":"https://openalex.org/W2002226099","doi":"https://doi.org/10.1108/09564239910288950","title":"External effectiveness of service management A study of business\u2010to\u2010business relationships in Mexico, Canada and the USA","display_name":"External effectiveness of service management A study of business\u2010to\u2010business relationships in Mexico, Canada and the USA","publication_year":1999,"publication_date":"1999-12-01","ids":{"openalex":"https://openalex.org/W2002226099","doi":"https://doi.org/10.1108/09564239910288950","mag":"2002226099"},"language":"en","primary_location":{"id":"doi:10.1108/09564239910288950","doi":"https://doi.org/10.1108/09564239910288950","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09564239910288950","pdf_url":null,"source":{"id":"https://openalex.org/S109460507","display_name":"International Journal of Service Industry Management","issn_l":"0956-4233","issn":["0956-4233","1758-6704"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"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":"International Journal of Service Industry Management","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/A5039146601","display_name":"Mich\u00e8le Paulin","orcid":"https://orcid.org/0000-0002-1976-1067","observed_orcids":["https://orcid.org/0000-0002-1976-1067"]},"institutions":[{"id":"https://openalex.org/I60158472","display_name":"Concordia University","ror":"https://ror.org/0420zvk78","country_code":"CA","type":"education","lineage":["https://openalex.org/I60158472"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"Mich\u00e8le Paulin","raw_affiliation_strings":["Concordia University, Montr\u00e9al, Canada"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Concordia University, Montr\u00e9al, Canada","institution_ids":["https://openalex.org/I60158472"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Ronald J. Ferguson","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I70931966","display_name":"Universit\u00e9 de Montr\u00e9al","ror":"https://ror.org/0161xgx34","country_code":"CA","type":"education","lineage":["https://openalex.org/I70931966"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"Ronald J. Ferguson","raw_affiliation_strings":["","Universit\u00e9 de Montr\u00e9al, Montr\u00e9al, Canada"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"","institution_ids":[]},{"raw_affiliation_string":"Universit\u00e9 de Montr\u00e9al, Montr\u00e9al, Canada","institution_ids":["https://openalex.org/I70931966"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5025901488","display_name":"Ana Maria Alvarez Salazar","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Ana Maria Alvarez Salazar","raw_affiliation_strings":["Consultant, Mexico"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Consultant, Mexico","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.4007,"has_fulltext":false,"cited_by_count":41,"citation_normalized_percentile":{"value":0.89062331,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"10","issue":"5","first_page":"409","last_page":"429"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"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":1.0,"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/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/T10164","display_name":"Quality and Supply Management","score":0.0,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/service-management","display_name":"service management","score":0.6940000057220459},{"id":"https://openalex.org/keywords/business-to-business-relationships","display_name":"business-to-business relationships","score":0.9399999976158142},{"id":"https://openalex.org/keywords/customer-perceived-value","display_name":"customer perceived value","score":0.8309999704360962},{"id":"https://openalex.org/keywords/commercial-banks","display_name":"commercial banks","score":0.9200000166893005},{"id":"https://openalex.org/keywords/customer-relationships","display_name":"customer relationships","score":0.5360000133514404},{"id":"https://openalex.org/keywords/customer-orientation","display_name":"customer orientation","score":0.7200000286102295},{"id":"https://openalex.org/keywords/organizational-culture","display_name":"organizational culture","score":0.9779999852180481},{"id":"https://openalex.org/keywords/management-process","display_name":"management process","score":0.8790000081062317},{"id":"https://openalex.org/keywords/account-managers","display_name":"account managers","score":0.6629999876022339},{"id":"https://openalex.org/keywords/cross-national-comparison","display_name":"cross-national comparison","score":0.7549999952316284},{"id":"https://openalex.org/keywords/mexico","display_name":"Mexico","score":0.7760000228881836},{"id":"https://openalex.org/keywords/canada","display_name":"Canada","score":0.9980000257492065}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.754065990447998},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.655005931854248},{"id":"https://openalex.org/C129361004","wikidata":"https://www.wikidata.org/wiki/Q2470236","display_name":"Profitability index","level":2,"score":0.5874508619308472},{"id":"https://openalex.org/C2776548248","wikidata":"https://www.wikidata.org/wiki/Q12621536","display_name":"Judgement","level":2,"score":0.5399359464645386},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.49797558784484863},{"id":"https://openalex.org/C67674302","wikidata":"https://www.wikidata.org/wiki/Q730573","display_name":"Organizational culture","level":2,"score":0.4793573021888733},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4717852771282196},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4617569148540497},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.45389625430107117},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.24654486775398254},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.09430438280105591},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/09564239910288950","doi":"https://doi.org/10.1108/09564239910288950","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09564239910288950","pdf_url":null,"source":{"id":"https://openalex.org/S109460507","display_name":"International Journal of Service Industry Management","issn_l":"0956-4233","issn":["0956-4233","1758-6704"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"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":"International Journal of Service Industry Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":41,"referenced_works":["https://openalex.org/W188138126","https://openalex.org/W588526640","https://openalex.org/W591037546","https://openalex.org/W1512965346","https://openalex.org/W1515587369","https://openalex.org/W1537886789","https://openalex.org/W1597572790","https://openalex.org/W1603088519","https://openalex.org/W1973308529","https://openalex.org/W1978831529","https://openalex.org/W1981047572","https://openalex.org/W1991670833","https://openalex.org/W1992605869","https://openalex.org/W1997176931","https://openalex.org/W1997470043","https://openalex.org/W1999174544","https://openalex.org/W2020247355","https://openalex.org/W2022768443","https://openalex.org/W2027320617","https://openalex.org/W2032698586","https://openalex.org/W2035303902","https://openalex.org/W2052471430","https://openalex.org/W2054628220","https://openalex.org/W2063513444","https://openalex.org/W2070417604","https://openalex.org/W2077779266","https://openalex.org/W2088095117","https://openalex.org/W2095305206","https://openalex.org/W2095498460","https://openalex.org/W2137247419","https://openalex.org/W2157311063","https://openalex.org/W2256729371","https://openalex.org/W2313992398","https://openalex.org/W2317921731","https://openalex.org/W2325096418","https://openalex.org/W2343558395","https://openalex.org/W2498454620","https://openalex.org/W3007124296","https://openalex.org/W4248814224","https://openalex.org/W4250191014","https://openalex.org/W4256346100"],"related_works":["https://openalex.org/W2500611016","https://openalex.org/W2281857063","https://openalex.org/W2054628220","https://openalex.org/W1967211749","https://openalex.org/W2047799127","https://openalex.org/W2008468188","https://openalex.org/W6908219159","https://openalex.org/W2408690867","https://openalex.org/W1963499674","https://openalex.org/W2177030937"],"abstract_inverted_index":{"The":[0],"purpose":[1],"of":[2,19,27,50,57,110,115,130,141,153],"the":[3,17,25,28,54,68,108,113,122,124,128,131,136,145,151,154,158,166,179,192],"present":[4],"study":[5],"was":[6,32,74,138],"to":[7,14,66,71,81,88,95,189],"determine,":[8],"across":[9],"three":[10,120],"distinct":[11],"national":[12],"contexts,":[13],"what":[15],"extent":[16],"creation":[18,109],"customer\u2010perceived":[20],"value,":[21,112],"as":[22,187],"determined":[23],"by":[24],"measure":[26,49],"firm\u2019s":[29],"external":[30,82,142],"effectiveness,":[31],"deemed":[33],"important":[34],"and":[35,64,84,98,102,157,182,191],"implemented":[36],"within":[37],"a":[38,48,91],"professional":[39],"business\u2010to\u2010business":[40],"service":[41,59,69,92,147],"industry":[42],"(commercial":[43],"banking).":[44],"External":[45],"effectiveness":[46,83],"is":[47],"business":[51,125],"performance":[52],"reflecting":[53],"client\u2019s":[55],"judgement":[56],"satisfaction,":[58],"quality,":[60],"future":[61],"purchase":[62],"intentions":[63],"willingness":[65],"recommend":[67],"firm":[70,93],"others.":[72],"It":[73],"postulated":[75],"that":[76,169],"strong":[77],"relationships":[78,181],"would":[79],"contribute":[80],"that,":[85],"in":[86,178,185],"order":[87],"be":[89,96],"effective,":[90],"needs":[94],"client\u2010oriented":[97],"develop":[99],"managerial":[100,183],"processes":[101,149,184],"an":[103],"organizational":[104,160],"culture":[105,161],"compatible":[106],"with":[107,133,165],"client\u2010perceived":[111],"driver":[114],"longer\u2010term":[116],"profitability.":[117],"In":[118],"all":[119],"countries,":[121],"higher":[123,137],"client":[126],"rated":[127],"strength":[129],"relationship":[132],"their":[134,139,170],"bank,":[135],"assessment":[140],"effectiveness.":[143],"However,":[144],"banks\u2019":[146],"management":[148],"supporting":[150],"work":[152],"account":[155],"manager":[156],"dominant":[159],"were":[162,172,176],"not":[163],"congruent":[164],"bankers\u2019":[167],"perception":[168],"organizations":[171],"client\u2010oriented.":[173],"Important":[174],"differences":[175],"found":[177],"banking":[180],"Mexico":[186],"compared":[188],"Canada":[190],"USA.":[193]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":2},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":1},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":4},{"year":2012,"cited_by_count":1}],"updated_date":"2026-10-29T09:56:32.521200","created_date":"2016-06-24T00:00:00"}
