{"id":"https://openalex.org/W2015455041","doi":"https://doi.org/10.1016/0019-8501(81)90024-9","title":"A model of industrial satisfaction/complaining behavior","display_name":"A model of industrial satisfaction/complaining behavior","publication_year":1981,"publication_date":"1981-02-01","ids":{"openalex":"https://openalex.org/W2015455041","doi":"https://doi.org/10.1016/0019-8501(81)90024-9","mag":"2015455041"},"language":"en","primary_location":{"id":"doi:10.1016/0019-8501(81)90024-9","doi":"https://doi.org/10.1016/0019-8501(81)90024-9","is_oa":false,"landing_page_url":"https://doi.org/10.1016/0019-8501(81)90024-9","pdf_url":null,"source":{"id":"https://openalex.org/S31748134","display_name":"Industrial Marketing Management","issn_l":"0019-8501","issn":["0019-8501","1873-2062"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Industrial Marketing 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/A5084782098","display_name":"I. Fredrick Trawick","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"I.Fredrick Trawick","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5006100206","display_name":"John E. Swan","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"John E. Swan","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5084782098"],"corresponding_institution_ids":[],"apc_list":{"value":3990,"currency":"USD","value_usd":3990},"apc_paid":null,"fwci":2.983,"has_fulltext":false,"cited_by_count":47,"citation_normalized_percentile":{"value":0.89548694,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"10","issue":"1","first_page":"23","last_page":"30"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9970999956130981,"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":0.9970999956130981,"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/T10164","display_name":"Quality and Supply Management","score":0.0027000000700354576,"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"}},{"id":"https://openalex.org/T11912","display_name":"Outsourcing and Supply Chain 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/customer-satisfaction","display_name":"customer satisfaction","score":0.7950000166893005},{"id":"https://openalex.org/keywords/purchasing-agents","display_name":"purchasing agents","score":0.7599999904632568},{"id":"https://openalex.org/keywords/industrial-purchasing","display_name":"industrial purchasing","score":0.5099999904632568},{"id":"https://openalex.org/keywords/supplier-retailer-relationship","display_name":"supplier-retailer relationship","score":0.5199999809265137},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.6740000247955322},{"id":"https://openalex.org/keywords/customer-complaint-handling","display_name":"complaint handling","score":0.39899998903274536}],"concepts":[{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.9283180236816406},{"id":"https://openalex.org/C2778813691","wikidata":"https://www.wikidata.org/wiki/Q1369832","display_name":"Purchasing","level":2,"score":0.8188716173171997},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6999030113220215},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6737645864486694},{"id":"https://openalex.org/C2776035688","wikidata":"https://www.wikidata.org/wiki/Q1606558","display_name":"Affect (linguistics)","level":2,"score":0.6060085296630859},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5106778740882874},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.32662099599838257},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.26625964045524597},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.11297458410263062},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.0},{"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:10.1016/0019-8501(81)90024-9","doi":"https://doi.org/10.1016/0019-8501(81)90024-9","is_oa":false,"landing_page_url":"https://doi.org/10.1016/0019-8501(81)90024-9","pdf_url":null,"source":{"id":"https://openalex.org/S31748134","display_name":"Industrial Marketing Management","issn_l":"0019-8501","issn":["0019-8501","1873-2062"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Industrial Marketing Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9","score":0.4000000059604645}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":7,"referenced_works":["https://openalex.org/W2076287342","https://openalex.org/W2312985558","https://openalex.org/W2313027996","https://openalex.org/W2320087742","https://openalex.org/W2320741908","https://openalex.org/W2412842170","https://openalex.org/W2417658767"],"related_works":["https://openalex.org/W2561376341","https://openalex.org/W2055741554","https://openalex.org/W2042609007","https://openalex.org/W1964149871","https://openalex.org/W2083015484","https://openalex.org/W2078215263","https://openalex.org/W120539715","https://openalex.org/W2016846751","https://openalex.org/W2081051459","https://openalex.org/W2338016971"],"abstract_inverted_index":null,"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":3}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}