{"id":"https://openalex.org/W2005586597","doi":"https://doi.org/10.1002/qre.676","title":"A Need to Quantify","display_name":"A Need to Quantify","publication_year":2004,"publication_date":"2004-09-23","ids":{"openalex":"https://openalex.org/W2005586597","doi":"https://doi.org/10.1002/qre.676","mag":"2005586597"},"language":"en","primary_location":{"id":"doi:10.1002/qre.676","doi":"https://doi.org/10.1002/qre.676","is_oa":true,"landing_page_url":"https://doi.org/10.1002/qre.676","pdf_url":"https://onlinelibrary.wiley.com/doi/pdfdirect/10.1002/qre.676","source":{"id":"https://openalex.org/S165633816","display_name":"Quality and Reliability Engineering International","issn_l":"0748-8017","issn":["0748-8017","1099-1638"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","dongbi-b","jufo-1","norway-1","poland-70","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Quality and Reliability Engineering International","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://onlinelibrary.wiley.com/doi/pdfdirect/10.1002/qre.676","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5090319960","display_name":"Finn Jensen","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Finn Jensen","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5090319960"],"corresponding_institution_ids":[],"apc_list":{"value":4550,"currency":"USD","value_usd":4550},"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.43994389,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"20","issue":"6","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8949999809265137,"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":0.8949999809265137,"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/T12905","display_name":"Management Systems and Quality Improvement","score":0.04600000008940697,"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"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.010200000368058681,"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/quality-of-service","display_name":"quality of service","score":0.878000020980835},{"id":"https://openalex.org/keywords/software-quality","display_name":"software quality","score":0.5460000038146973},{"id":"https://openalex.org/keywords/computer-viruses","display_name":"computer viruses","score":0.621999979019165},{"id":"https://openalex.org/keywords/customer-frustration","display_name":"consumer frustration","score":0.7609999775886536},{"id":"https://openalex.org/keywords/telephone-helpline","display_name":"telephone helpline","score":0.5249999761581421}],"concepts":[{"id":"https://openalex.org/C2778805511","wikidata":"https://www.wikidata.org/wiki/Q1713","display_name":"Citation","level":2,"score":0.626075029373169},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.605032205581665},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4872206747531891},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.4818614423274994},{"id":"https://openalex.org/C23123220","wikidata":"https://www.wikidata.org/wiki/Q816826","display_name":"Information retrieval","level":1,"score":0.42207586765289307},{"id":"https://openalex.org/C161191863","wikidata":"https://www.wikidata.org/wiki/Q199655","display_name":"Library science","level":1,"score":0.38450920581817627},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.3256887197494507},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.1603248417377472},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.08649840950965881},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.06638804078102112},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1002/qre.676","doi":"https://doi.org/10.1002/qre.676","is_oa":true,"landing_page_url":"https://doi.org/10.1002/qre.676","pdf_url":"https://onlinelibrary.wiley.com/doi/pdfdirect/10.1002/qre.676","source":{"id":"https://openalex.org/S165633816","display_name":"Quality and Reliability Engineering International","issn_l":"0748-8017","issn":["0748-8017","1099-1638"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","dongbi-b","jufo-1","norway-1","poland-70","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Quality and Reliability Engineering International","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.1002/qre.676","doi":"https://doi.org/10.1002/qre.676","is_oa":true,"landing_page_url":"https://doi.org/10.1002/qre.676","pdf_url":"https://onlinelibrary.wiley.com/doi/pdfdirect/10.1002/qre.676","source":{"id":"https://openalex.org/S165633816","display_name":"Quality and Reliability Engineering International","issn_l":"0748-8017","issn":["0748-8017","1099-1638"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","dongbi-b","jufo-1","norway-1","poland-70","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Quality and Reliability Engineering International","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2005586597.pdf","grobid_xml":"https://content.openalex.org/works/W2005586597.grobid-xml"},"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2138282997","https://openalex.org/W2502014715","https://openalex.org/W2069422918","https://openalex.org/W565997621","https://openalex.org/W73319745","https://openalex.org/W1852541485","https://openalex.org/W2028132517","https://openalex.org/W4254675779","https://openalex.org/W1159166340","https://openalex.org/W3033427846"],"abstract_inverted_index":{"A":[0],"Need":[1],"to":[2,111,148,158,162,168,184,228,256,275],"QuantifyQuality":[3],"and":[4,16,30,37,49,76,103,106,250],"Reliability":[5,251],"Engineering":[6,252],"International":[7,253],"has":[8,123,254],"now":[9,64],"been":[10,23,146],"in":[11,25,43,47,50,131,151,203,225,247],"publication":[12],"for":[13,98,128],"two":[14],"decades,":[15],"during":[17],"this":[18,142,246],"period":[19],"significant":[20],"steps":[21,42],"have":[22,52,63,145,220],"made":[24],"the":[26,34,39,54,77,83,91,94,121,132,138,169,172,178,210,213,226,231,262,268],"fields":[27],"of":[28,57,59,70,82,93,134,141,171,177,196,212,234,264,267],"quality":[29,92,218],"reliability,":[31],"both":[32],"at":[33,38,209],"technical":[35],"level":[36],"management":[40],"level.Giant":[41],"technology,":[44],"not":[45,174],"least":[46,175],"computers":[48,62],"communications,":[51,120],"changed":[53],"daily":[55],"lives":[56],"millions":[58],"people":[60,87],"world-wide.Laptop":[61],"a":[65,112,117,160,163,188,216,240,243,258],"capability":[66],"that":[67,194],"was":[68],"undreamed":[69],"20":[71],"years":[72],"ago.The":[73],"mobile":[74],"phone":[75],"Internet":[78,122],"are":[79],"milestone":[80],"inventions":[81],"20th":[84],"century.Nevertheless,":[85],"many":[86],"express":[88],"frustration":[89,170],"over":[90],"end":[95,211],"product.Computer":[96],"software,":[97],"example,":[99],"becomes":[100],"quickly":[101],"outdated,":[102],"transferring":[104],"programmes":[105],"data":[107],"from":[108],"an":[109,126],"old":[110],"new":[113],"system":[114],"can":[115],"become":[116],"major":[118],"undertaking.In":[119],"opened":[124],"up":[125],"avenue":[127],"software":[129],"vandalism":[130],"form":[133],"viruses,":[135],"which":[136,208],"disrupts":[137],"trouble-free":[139],"use":[140],"technology.Help":[143],"lines":[144],"established":[147],"assist":[149],"users":[150],"sorting":[152],"out":[153],"such":[154,236],"problems,":[155,207],"but":[156],"all":[157],"often":[159],"call":[161],"help":[164],"line":[165],"only":[166,221],"adds":[167],"customer,":[173],"because":[176],"seemingly":[179],"endless":[180],"time":[181,202],"it":[182],"takes":[183],"make":[185,276],"contact":[186],"with":[187],"real":[189],"person.It":[190],"is":[191,273],"quite":[192],"likely":[193],"most":[195],"us":[197],"spend":[198],"far":[199],"too":[200],"much":[201],"getting":[204],"round":[205],"these":[206,238,271],"day":[214],"reflect":[215],"fundamental":[217],"issue.I":[219],"seen":[222],"sporadic":[223],"attempts":[224],"literature":[227],"quantify,":[229],"say,":[230],"economical":[232],"implications":[233],"problems":[235],"as":[237],"on":[239,261,270],"national":[241],"or":[242],"global":[244],"basis.With":[245],"mind":[248],"Quality":[249,263],"plans":[255],"publish":[257],"special":[259],"issue":[260],"Services.The":[265],"views":[266],"experts":[269],"matters":[272],"sure":[274],"interesting":[277],"reading.":[278]},"counts_by_year":[],"updated_date":"2026-10-02T10:15:12.560889","created_date":"2016-06-24T00:00:00"}
