{"id":"https://openalex.org/W2023326176","doi":"https://doi.org/10.1057/palgrave.im.4340046","title":"How to Measure Customer Satisfaction","display_name":"How to Measure Customer Satisfaction","publication_year":2000,"publication_date":"2000-01-01","ids":{"openalex":"https://openalex.org/W2023326176","doi":"https://doi.org/10.1057/palgrave.im.4340046","mag":"2023326176"},"language":"en","primary_location":{"id":"doi:10.1057/palgrave.im.4340046","doi":"https://doi.org/10.1057/palgrave.im.4340046","is_oa":true,"landing_page_url":"https://doi.org/10.1057/palgrave.im.4340046","pdf_url":"https://link.springer.com/content/pdf/10.1057/palgrave.im.4340046.pdf","source":{"id":"https://openalex.org/S4210191938","display_name":"Interactive Marketing","issn_l":"1463-5178","issn":["1463-5178","1478-0844"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Interactive Marketing","raw_type":"journal-article"},"volume":null,"type":"book-review","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://link.springer.com/content/pdf/10.1057/palgrave.im.4340046.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5020570454","display_name":"Robert Shaw","orcid":"https://orcid.org/0000-0003-0344-7476","observed_orcids":["https://orcid.org/0000-0003-0344-7476"]},"institutions":[{"id":"https://openalex.org/I82284825","display_name":"Cranfield University","ror":"https://ror.org/05cncd958","country_code":"GB","type":"education","lineage":["https://openalex.org/I82284825"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"Robert Shaw","raw_affiliation_strings":["Visiting Professor of Marketing, Cranfield School of Management"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Visiting Professor of Marketing, Cranfield School of Management","institution_ids":["https://openalex.org/I82284825"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5020570454"],"corresponding_institution_ids":["https://openalex.org/I82284825"],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":35,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":"1","issue":"3","first_page":"333","last_page":"334"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9916999936103821,"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":0.9916999936103821,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.0031999999191612005,"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/T12384","display_name":"Customer churn and segmentation","score":0.0012000000569969416,"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/customer-satisfaction","display_name":"customer satisfaction","score":0.984000027179718},{"id":"https://openalex.org/keywords/satisfaction-measurement","display_name":"satisfaction measurement","score":0.7540000081062317},{"id":"https://openalex.org/keywords/customer-feedback","display_name":"customer feedback","score":0.7369999885559082},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.6959999799728394}],"concepts":[{"id":"https://openalex.org/C2780762989","wikidata":"https://www.wikidata.org/wiki/Q1323528","display_name":"Digital strategy","level":4,"score":0.8889036774635315},{"id":"https://openalex.org/C2994201839","wikidata":"https://www.wikidata.org/wiki/Q624902","display_name":"Digital advertising","level":4,"score":0.8403705358505249},{"id":"https://openalex.org/C2992882054","wikidata":"https://www.wikidata.org/wiki/Q1851835","display_name":"Direct mail","level":2,"score":0.7518677711486816},{"id":"https://openalex.org/C2780009758","wikidata":"https://www.wikidata.org/wiki/Q6804172","display_name":"Measure (data warehouse)","level":2,"score":0.7308211326599121},{"id":"https://openalex.org/C2985889538","wikidata":"https://www.wikidata.org/wiki/Q267114","display_name":"Social media marketing","level":3,"score":0.6378812789916992},{"id":"https://openalex.org/C2991969000","wikidata":"https://www.wikidata.org/wiki/Q677073","display_name":"Direct response","level":3,"score":0.5935429930686951},{"id":"https://openalex.org/C2777754422","wikidata":"https://www.wikidata.org/wiki/Q17081927","display_name":"Social marketing","level":2,"score":0.590461015701294},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5161298513412476},{"id":"https://openalex.org/C512338625","wikidata":"https://www.wikidata.org/wiki/Q624902","display_name":"Online advertising","level":3,"score":0.470650851726532},{"id":"https://openalex.org/C98495876","wikidata":"https://www.wikidata.org/wiki/Q1323528","display_name":"Digital marketing","level":2,"score":0.42079994082450867},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3948764204978943},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.35793063044548035},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.27372774481773376},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.16730350255966187},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.13629812002182007},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.12135222554206848}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1057/palgrave.im.4340046","doi":"https://doi.org/10.1057/palgrave.im.4340046","is_oa":true,"landing_page_url":"https://doi.org/10.1057/palgrave.im.4340046","pdf_url":"https://link.springer.com/content/pdf/10.1057/palgrave.im.4340046.pdf","source":{"id":"https://openalex.org/S4210191938","display_name":"Interactive Marketing","issn_l":"1463-5178","issn":["1463-5178","1478-0844"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Interactive Marketing","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.1057/palgrave.im.4340046","doi":"https://doi.org/10.1057/palgrave.im.4340046","is_oa":true,"landing_page_url":"https://doi.org/10.1057/palgrave.im.4340046","pdf_url":"https://link.springer.com/content/pdf/10.1057/palgrave.im.4340046.pdf","source":{"id":"https://openalex.org/S4210191938","display_name":"Interactive Marketing","issn_l":"1463-5178","issn":["1463-5178","1478-0844"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Interactive Marketing","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/W2023326176.pdf","grobid_xml":"https://content.openalex.org/works/W2023326176.grobid-xml"},"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W4298155272","https://openalex.org/W4300848802","https://openalex.org/W2024254518","https://openalex.org/W4238313426","https://openalex.org/W80004684","https://openalex.org/W4255529119","https://openalex.org/W1574861036","https://openalex.org/W2794682311","https://openalex.org/W2465525510","https://openalex.org/W2325343711"],"abstract_inverted_index":null,"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":6},{"year":2020,"cited_by_count":7},{"year":2019,"cited_by_count":3},{"year":2016,"cited_by_count":3}],"updated_date":"2026-11-03T10:50:19.383937","created_date":"2016-06-24T00:00:00"}