{"id":"https://openalex.org/W2031180942","doi":"https://doi.org/10.1108/09604520210421392","title":"Expanding paradigms in providing internal service","display_name":"Expanding paradigms in providing internal service","publication_year":2002,"publication_date":"2002-04-01","ids":{"openalex":"https://openalex.org/W2031180942","doi":"https://doi.org/10.1108/09604520210421392","mag":"2031180942"},"language":"en","primary_location":{"id":"doi:10.1108/09604520210421392","doi":"https://doi.org/10.1108/09604520210421392","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09604520210421392","pdf_url":null,"source":{"id":"https://openalex.org/S4210192430","display_name":"Managing Service Quality","issn_l":"0960-4529","issn":["0960-4529","1758-8030"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Managing Service Quality: An International 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/A5069334895","display_name":"Debra Franklin Cannon","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I181565077","display_name":"Georgia State University","ror":"https://ror.org/03qt6ba18","country_code":"US","type":"education","lineage":["https://openalex.org/I181565077"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Debra F. Cannon","raw_affiliation_strings":["Debra F. Cannon is Director and Associate Professor at the Cecil B. Day School of Hospitality Administration, Georgia State University, Atlanta, Georgia, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Debra F. Cannon is Director and Associate Professor at the Cecil B. Day School of Hospitality Administration, Georgia State University, Atlanta, Georgia, USA","institution_ids":["https://openalex.org/I181565077"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5069334895"],"corresponding_institution_ids":["https://openalex.org/I181565077"],"apc_list":null,"apc_paid":null,"fwci":0.7361,"has_fulltext":false,"cited_by_count":21,"citation_normalized_percentile":{"value":0.82880012,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"12","issue":"2","first_page":"87","last_page":"99"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9150000214576721,"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":0.9150000214576721,"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/T12905","display_name":"Management Systems and Quality Improvement","score":0.053700000047683716,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and 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/T11543","display_name":"Employee Performance and Motivation","score":0.006000000052154064,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/internal-customers","display_name":"internal customers","score":0.9829999804496765},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7369999885559082},{"id":"https://openalex.org/keywords/hospitality-industry","display_name":"hospitality industry","score":0.8899999856948853},{"id":"https://openalex.org/keywords/employee-service","display_name":"employee service","score":0.3790000081062317},{"id":"https://openalex.org/keywords/organizational-culture","display_name":"organizational culture","score":0.7570000290870667},{"id":"https://openalex.org/keywords/systems-approach","display_name":"systems approach","score":0.6690000295639038},{"id":"https://openalex.org/keywords/quality-improvement","display_name":"quality improvement","score":0.609000027179718},{"id":"https://openalex.org/keywords/employee-career-development","display_name":"employee career development","score":0.7089999914169312}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6945129036903381},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6128150820732117},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.5950470566749573},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5467442870140076},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5106416344642639},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5037087798118591},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.5036892294883728},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4679378867149353},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.13434463739395142},{"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/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","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:10.1108/09604520210421392","doi":"https://doi.org/10.1108/09604520210421392","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09604520210421392","pdf_url":null,"source":{"id":"https://openalex.org/S4210192430","display_name":"Managing Service Quality","issn_l":"0960-4529","issn":["0960-4529","1758-8030"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Managing Service Quality: An International Journal","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":32,"referenced_works":["https://openalex.org/W16989825","https://openalex.org/W368570781","https://openalex.org/W581629271","https://openalex.org/W1488407027","https://openalex.org/W1525275741","https://openalex.org/W1553194407","https://openalex.org/W1557122468","https://openalex.org/W1575538149","https://openalex.org/W1689771227","https://openalex.org/W1981625388","https://openalex.org/W1983990142","https://openalex.org/W1987733709","https://openalex.org/W1991634177","https://openalex.org/W1992038975","https://openalex.org/W1994794822","https://openalex.org/W2002329227","https://openalex.org/W2006948423","https://openalex.org/W2023667058","https://openalex.org/W2028813744","https://openalex.org/W2032991734","https://openalex.org/W2035546400","https://openalex.org/W2048919886","https://openalex.org/W2059911763","https://openalex.org/W2060506705","https://openalex.org/W2094709091","https://openalex.org/W2125918586","https://openalex.org/W2145364091","https://openalex.org/W2154785801","https://openalex.org/W2163380916","https://openalex.org/W2506183194","https://openalex.org/W2980071039","https://openalex.org/W3153992628"],"related_works":["https://openalex.org/W2072630106","https://openalex.org/W2088752869","https://openalex.org/W2775396193","https://openalex.org/W2134541077","https://openalex.org/W1964886240","https://openalex.org/W2409676485","https://openalex.org/W2068239354","https://openalex.org/W7010727726","https://openalex.org/W2911780672","https://openalex.org/W24524212"],"abstract_inverted_index":{"Continual":[0],"quality":[1,48,71],"improvement":[2],"is":[3,11,31,89],"crucial":[4],"to":[5,82,110],"competitive":[6],"success.":[7],"A":[8],"systems":[9],"approach":[10],"vital":[12],"in":[13,21,44],"encompassing":[14],"every":[15],"segment":[16],"of":[17,28,47,60,79,103],"the":[18,38,45,54,58,101,107],"hospitality":[19,95],"organization":[20],"striving":[22],"for":[23,57],"service":[24,70,81],"quality.":[25],"The":[26,50,77],"focus":[27],"this":[29,41],"article":[30,51],"on":[32],"employees":[33],"as":[34],"internal":[35,73],"customers":[36],"and":[37,74],"critical":[39],"role":[40],"group":[42],"plays":[43],"delivery":[46],"results.":[49],"will":[52,64],"discuss":[53],"theoretical":[55],"foundations":[56],"concept":[59,102],"\u201cinternal":[61,83,104],"customers.\u201d":[62],"Research":[63],"be":[65],"reviewed":[66],"that":[67,99],"has":[68],"linked":[69],"between":[72],"external":[75],"customers.":[76],"necessity":[78],"integrating":[80],"customers\u201d":[84],"into":[85],"an":[86],"organization\u2019s":[87],"culture":[88],"also":[90],"explained.":[91],"Examples":[92],"from":[93,106],"leading":[94],"companies":[96],"are":[97],"presented":[98],"reinforce":[100],"customer\u201d":[105],"pre\u2010hire":[108],"stage":[109],"other":[111],"career":[112],"stages.":[113]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2021,"cited_by_count":3},{"year":2016,"cited_by_count":1},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":3}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
