{"id":"https://openalex.org/W2016379627","doi":"https://doi.org/10.1016/s0099-1333(02)00286-0","title":"Quality: new directions in the research","display_name":"Quality: new directions in the research","publication_year":2002,"publication_date":"2002-07-01","ids":{"openalex":"https://openalex.org/W2016379627","doi":"https://doi.org/10.1016/s0099-1333(02)00286-0","mag":"2016379627"},"language":"en","primary_location":{"id":"doi:10.1016/s0099-1333(02)00286-0","doi":"https://doi.org/10.1016/s0099-1333(02)00286-0","is_oa":false,"landing_page_url":"https://doi.org/10.1016/s0099-1333(02)00286-0","pdf_url":null,"source":{"id":"https://openalex.org/S40528764","display_name":"The Journal of Academic Librarianship","issn_l":"0099-1333","issn":["0099-1333","1879-1999"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","jufo-1","ki-jl-1","norway-1","poland-200","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":"The Journal of Academic Librarianship","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/A5108680028","display_name":"Peter Hernon","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I179245896","display_name":"Simmons University","ror":"https://ror.org/04mbfgm16","country_code":"US","type":"education","lineage":["https://openalex.org/I179245896"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Peter Hernon","raw_affiliation_strings":["Peter Hernon is a Professor, Graduate School of Library and Information Science, Simmons College, 300 The Fenway, Boston, Massachusetts 02115-5898, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Peter Hernon is a Professor, Graduate School of Library and Information Science, Simmons College, 300 The Fenway, Boston, Massachusetts 02115-5898, USA","institution_ids":["https://openalex.org/I179245896"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5108680028"],"corresponding_institution_ids":["https://openalex.org/I179245896"],"apc_list":{"value":3990,"currency":"USD","value_usd":3990},"apc_paid":null,"fwci":5.1874,"has_fulltext":false,"cited_by_count":60,"citation_normalized_percentile":{"value":0.94932233,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"28","issue":"4","first_page":"224","last_page":"231"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8403000235557556,"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":0.8403000235557556,"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/T12863","display_name":"Web and Library Services","score":0.057500001043081284,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10712","display_name":"Library Science and Information Literacy","score":0.04699999839067459,"subfield":{"id":"https://openalex.org/subfields/3309","display_name":"Library and Information Sciences"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9359999895095825},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.8489999771118164},{"id":"https://openalex.org/keywords/outcome-measurement","display_name":"outcome measurement","score":0.9300000071525574},{"id":"https://openalex.org/keywords/academic-libraries","display_name":"academic libraries","score":0.6919999718666077},{"id":"https://openalex.org/keywords/user-expectations","display_name":"user expectations","score":0.7120000123977661},{"id":"https://openalex.org/keywords/behavior-change","display_name":"behavior change","score":0.8460000157356262}],"concepts":[{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.6499443054199219},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6029728651046753},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.521568238735199},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4538629353046417},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.40911799669265747},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.3584910035133362},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.32673028111457825},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.3216622471809387},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.30684298276901245},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.30342453718185425},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.2168588638305664},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.08460110425949097},{"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:10.1016/s0099-1333(02)00286-0","doi":"https://doi.org/10.1016/s0099-1333(02)00286-0","is_oa":false,"landing_page_url":"https://doi.org/10.1016/s0099-1333(02)00286-0","pdf_url":null,"source":{"id":"https://openalex.org/S40528764","display_name":"The Journal of Academic Librarianship","issn_l":"0099-1333","issn":["0099-1333","1879-1999"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","jufo-1","ki-jl-1","norway-1","poland-200","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":"The Journal of Academic Librarianship","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":44,"referenced_works":["https://openalex.org/W153110973","https://openalex.org/W184812446","https://openalex.org/W194485745","https://openalex.org/W566675083","https://openalex.org/W620820762","https://openalex.org/W640052841","https://openalex.org/W659549537","https://openalex.org/W1515148080","https://openalex.org/W1521451673","https://openalex.org/W1534442420","https://openalex.org/W1540445079","https://openalex.org/W1543341599","https://openalex.org/W1552525365","https://openalex.org/W1569348326","https://openalex.org/W1605091839","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1748688055","https://openalex.org/W1967655010","https://openalex.org/W1978125974","https://openalex.org/W1983364918","https://openalex.org/W1997314873","https://openalex.org/W1998511655","https://openalex.org/W2024254518","https://openalex.org/W2025926893","https://openalex.org/W2026368098","https://openalex.org/W2028184439","https://openalex.org/W2028809046","https://openalex.org/W2035770325","https://openalex.org/W2036652334","https://openalex.org/W2077929351","https://openalex.org/W2092609531","https://openalex.org/W2092972637","https://openalex.org/W2093332920","https://openalex.org/W2150013349","https://openalex.org/W2151141708","https://openalex.org/W2410753026","https://openalex.org/W2489852417","https://openalex.org/W2587928355","https://openalex.org/W2798895111","https://openalex.org/W4238082391","https://openalex.org/W4238444027","https://openalex.org/W4241275183","https://openalex.org/W6633129525"],"related_works":["https://openalex.org/W4234208463","https://openalex.org/W2093081484","https://openalex.org/W2034269940","https://openalex.org/W2580787288","https://openalex.org/W1897592677","https://openalex.org/W2092972637","https://openalex.org/W4248629751","https://openalex.org/W2914447414","https://openalex.org/W2035679279","https://openalex.org/W4251650581"],"abstract_inverted_index":null,"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":8},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":5},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":4},{"year":2012,"cited_by_count":5}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}