{"id":"https://openalex.org/W2014464003","doi":"https://doi.org/10.1300/j090v21n02_03","title":"Reconciliating Literature About Client Satisfaction and Perceived Services Quality","display_name":"Reconciliating Literature About Client Satisfaction and Perceived Services Quality","publication_year":2000,"publication_date":"2000-09-11","ids":{"openalex":"https://openalex.org/W2014464003","doi":"https://doi.org/10.1300/j090v21n02_03","mag":"2014464003"},"language":"en","primary_location":{"id":"doi:10.1300/j090v21n02_03","doi":"https://doi.org/10.1300/j090v21n02_03","is_oa":false,"landing_page_url":"https://doi.org/10.1300/j090v21n02_03","pdf_url":null,"source":{"id":"https://openalex.org/S97781730","display_name":"Journal of Professional Services Marketing","issn_l":"0748-4623","issn":["0748-4623","2169-8007"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"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":"Journal of Professional Services Marketing","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/A5040365992","display_name":"Kamilia Bahia","orcid":"https://orcid.org/0000-0003-3242-6455","observed_orcids":["https://orcid.org/0000-0003-3242-6455"]},"institutions":[{"id":"https://openalex.org/I153718931","display_name":"University of Ottawa","ror":"https://ror.org/03c4mmv16","country_code":"CA","type":"education","lineage":["https://openalex.org/I153718931"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"Kamilia Bahia","raw_affiliation_strings":["University of Ottawa, Canada"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Ottawa, Canada","institution_ids":["https://openalex.org/I153718931"]}]},{"author_position":"middle","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, Montreal, Canada"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Concordia University, Montreal, Canada","institution_ids":["https://openalex.org/I60158472"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5016544197","display_name":"Jean Perrien","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I159129438","display_name":"Universit\u00e9 du Qu\u00e9bec \u00e0 Montr\u00e9al","ror":"https://ror.org/002rjbv21","country_code":"CA","type":"education","lineage":["https://openalex.org/I159129438","https://openalex.org/I49663120"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"Jean Perrien","raw_affiliation_strings":["University of Quebec, Montreal, Canada"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Quebec, Montreal, Canada","institution_ids":["https://openalex.org/I159129438"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.9194,"has_fulltext":false,"cited_by_count":46,"citation_normalized_percentile":{"value":0.86021293,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":87,"max":98},"biblio":{"volume":"21","issue":"2","first_page":"27","last_page":"43"},"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/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":1.0,"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/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.0,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.0,"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/client-satisfaction","display_name":"client satisfaction","score":0.9850000143051147},{"id":"https://openalex.org/keywords/perceived-service-quality","display_name":"perceived service quality","score":0.9959999918937683},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.5659999847412109},{"id":"https://openalex.org/keywords/conceptual-definitions","display_name":"conceptual definitions","score":0.7609999775886536},{"id":"https://openalex.org/keywords/causal-relationship","display_name":"causal relationship","score":0.5130000114440918},{"id":"https://openalex.org/keywords/professional-services-marketing","display_name":"professional services marketing","score":0.6179999709129333}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7849156856536865},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6553328037261963},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.63985276222229},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5412805080413818},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5207469463348389},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.10853484272956848},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","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:10.1300/j090v21n02_03","doi":"https://doi.org/10.1300/j090v21n02_03","is_oa":false,"landing_page_url":"https://doi.org/10.1300/j090v21n02_03","pdf_url":null,"source":{"id":"https://openalex.org/S97781730","display_name":"Journal of Professional Services Marketing","issn_l":"0748-4623","issn":["0748-4623","2169-8007"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"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":"Journal of Professional Services Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":30,"referenced_works":["https://openalex.org/W26299585","https://openalex.org/W263780676","https://openalex.org/W617090691","https://openalex.org/W629138374","https://openalex.org/W1275977915","https://openalex.org/W1502783911","https://openalex.org/W1689771227","https://openalex.org/W1846223488","https://openalex.org/W1972557675","https://openalex.org/W1981047572","https://openalex.org/W1989502954","https://openalex.org/W2026368098","https://openalex.org/W2028184439","https://openalex.org/W2028809046","https://openalex.org/W2029758834","https://openalex.org/W2038204327","https://openalex.org/W2043947871","https://openalex.org/W2046752514","https://openalex.org/W2069348238","https://openalex.org/W2083617530","https://openalex.org/W2090014697","https://openalex.org/W2094210130","https://openalex.org/W2312728237","https://openalex.org/W2316250154","https://openalex.org/W2319191980","https://openalex.org/W2333954233","https://openalex.org/W2478837940","https://openalex.org/W2609196667","https://openalex.org/W2902225836","https://openalex.org/W4243982292"],"related_works":["https://openalex.org/W1974950726","https://openalex.org/W90229781","https://openalex.org/W2011677878","https://openalex.org/W7029368031","https://openalex.org/W2036796144","https://openalex.org/W7139701405","https://openalex.org/W2054041627","https://openalex.org/W7100820765","https://openalex.org/W2473263134","https://openalex.org/W2098635036"],"abstract_inverted_index":{"The":[0],"objective":[1],"of":[2,16,26,36,60],"this":[3],"paper":[4],"is":[5],"to":[6,21,31],"review":[7],"the":[8,37,54,57,69,72],"literature":[9],"on":[10],"client":[11,41],"satisfaction":[12,42,61],"and":[13,43,62,65],"perceived":[14,44,63],"quality":[15],"service":[17,45],"in":[18,68],"order:":[19],"(1)":[20,53],"arrive":[22],"at":[23],"distinct":[24],"definitions":[25,59],"both":[27],"constructs,":[28],"and,":[29],"(2)":[30,66],"present":[32],"a":[33],"conciliatory":[34],"model":[35],"causal":[38,73],"link":[39,74],"between":[40,75],"quality.":[46],"This":[47],"will":[48],"put":[49],"an":[50],"end":[51],"to:":[52],"confusion":[55],"surrounding":[56],"conceptual":[58],"quality,":[64],"contradictions":[67],"conclusions":[70],"about":[71],"these":[76],"two":[77],"constructs.":[78]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2018,"cited_by_count":4},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":6}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}
