{"id":"https://openalex.org/W2018058477","doi":"https://doi.org/10.1080/02642069600000003","title":"Solicitors and Customer Care","display_name":"Solicitors and Customer Care","publication_year":1996,"publication_date":"1996-01-01","ids":{"openalex":"https://openalex.org/W2018058477","doi":"https://doi.org/10.1080/02642069600000003","mag":"2018058477"},"language":"en","primary_location":{"id":"doi:10.1080/02642069600000003","doi":"https://doi.org/10.1080/02642069600000003","is_oa":false,"landing_page_url":"https://doi.org/10.1080/02642069600000003","pdf_url":null,"source":{"id":"https://openalex.org/S49331332","display_name":"Service Industries Journal","issn_l":"0264-2069","issn":["0264-2069","1743-9507"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"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":"The Service Industries Journal","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/A5052549311","display_name":"C.A. Witt","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I139894009","display_name":"University of Bradford","ror":"https://ror.org/00vs8d940","country_code":"GB","type":"education","lineage":["https://openalex.org/I139894009"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"C.A. Witt","raw_affiliation_strings":["University of Bradford Management Centre, Emm Lane, Bradford, UK, BD9 4JL"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Bradford Management Centre, Emm Lane, Bradford, UK, BD9 4JL","institution_ids":["https://openalex.org/I139894009"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5053138902","display_name":"Heather Stewart","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I139894009","display_name":"University of Bradford","ror":"https://ror.org/00vs8d940","country_code":"GB","type":"education","lineage":["https://openalex.org/I139894009"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"H.M. Stewart","raw_affiliation_strings":["University of Bradford Management Centre, Emm Lane, Bradford, UK, BD9 4JL"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Bradford Management Centre, Emm Lane, Bradford, UK, BD9 4JL","institution_ids":["https://openalex.org/I139894009"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I139894009"],"apc_list":null,"apc_paid":null,"fwci":2.4004,"has_fulltext":false,"cited_by_count":23,"citation_normalized_percentile":{"value":0.89220588,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":97},"biblio":{"volume":"16","issue":"1","first_page":"21","last_page":"34"},"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/T12755","display_name":"Legal Education and Practice Innovations","score":0.0,"subfield":{"id":"https://openalex.org/subfields/3308","display_name":"Law"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social 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/solicitors","display_name":"solicitors","score":0.8960000276565552},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.7329999804496765},{"id":"https://openalex.org/keywords/client-satisfaction","display_name":"client satisfaction","score":0.7210000157356262},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.7210000157356262},{"id":"https://openalex.org/keywords/small-law-firms","display_name":"small law firms","score":0.6919999718666077},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.7039999961853027},{"id":"https://openalex.org/keywords/communication","display_name":"communication","score":0.8370000123977661},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":0.9649999737739563},{"id":"https://openalex.org/keywords/competence","display_name":"competence","score":0.828000009059906},{"id":"https://openalex.org/keywords/courtesy","display_name":"courtesy","score":0.9079999923706055},{"id":"https://openalex.org/keywords/access","display_name":"access","score":0.847000002861023}],"concepts":[{"id":"https://openalex.org/C2781168864","wikidata":"https://www.wikidata.org/wiki/Q16515017","display_name":"Courtesy","level":2,"score":0.8257744908332825},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6513291001319885},{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.6191709041595459},{"id":"https://openalex.org/C100521375","wikidata":"https://www.wikidata.org/wiki/Q2015382","display_name":"Competence (human resources)","level":2,"score":0.5927078127861023},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5795235633850098},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4864358901977539},{"id":"https://openalex.org/C33676613","wikidata":"https://www.wikidata.org/wiki/Q13415176","display_name":"Dimension (graph theory)","level":2,"score":0.45864206552505493},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4362969398498535},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4247589111328125},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.20734623074531555},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.08294928073883057},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","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/C202444582","wikidata":"https://www.wikidata.org/wiki/Q837863","display_name":"Pure mathematics","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"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:10.1080/02642069600000003","doi":"https://doi.org/10.1080/02642069600000003","is_oa":false,"landing_page_url":"https://doi.org/10.1080/02642069600000003","pdf_url":null,"source":{"id":"https://openalex.org/S49331332","display_name":"Service Industries Journal","issn_l":"0264-2069","issn":["0264-2069","1743-9507"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"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":"The Service Industries Journal","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":6,"referenced_works":["https://openalex.org/W2014485327","https://openalex.org/W2026368098","https://openalex.org/W2044142111","https://openalex.org/W2063498360","https://openalex.org/W2111620383","https://openalex.org/W2611897969"],"related_works":["https://openalex.org/W2042421690","https://openalex.org/W2048931271","https://openalex.org/W7222365562","https://openalex.org/W1965340460","https://openalex.org/W2028467708","https://openalex.org/W1990456827","https://openalex.org/W761719817","https://openalex.org/W3004395354","https://openalex.org/W2978065194","https://openalex.org/W2173616275"],"abstract_inverted_index":{"Quality":[0],"of":[1,14,19,25,55],"service":[2,79],"in":[3,11,58],"the":[4,12,17,23,26,59,62],"legal":[5],"profession":[6],"is":[7],"a":[8],"vital":[9],"ingredient":[10],"retention":[13],"existing":[15],"clients,":[16],"acquisition":[18],"new":[20],"clients":[21,41],"and":[22,74,90,93],"survival":[24],"firm.":[27],"In":[28],"this":[29],"study":[30],"focus":[31],"groups":[32],"were":[33,43,72],"used":[34],"to":[35,39,64,84,96],"identify":[36],"factors":[37],"important":[38,78],"solicitors'":[40],"which":[42],"then":[44],"incorporated":[45],"into":[46],"an":[47],"adapted":[48],"SERVQUAL":[49],"type":[50],"instrument.":[51],"Four":[52],"small":[53],"firms":[54,71],"solicitors":[56],"collaborated":[57],"study,":[60],"sending":[61],"questionnaires":[63],"recent":[65],"clients.":[66],"Adequate":[67],"responses":[68],"from":[69],"three":[70],"received":[73],"analysed.":[75],"The":[76],"most":[77],"quality":[80],"dimension":[81],"was":[82],"found":[83],"be":[85,97],"communication,":[86],"followed":[87],"by":[88],"reliability":[89],"competence.":[91],"Courtesy":[92],"Access":[94],"appeared":[95],"least":[98],"important.":[99]},"counts_by_year":[{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":3},{"year":2017,"cited_by_count":1},{"year":2013,"cited_by_count":2}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}