{"id":"https://openalex.org/W2044729466","doi":"https://doi.org/10.1108/01443570010321685","title":"An empirical comparison of service matrices","display_name":"An empirical comparison of service matrices","publication_year":2000,"publication_date":"2000-06-01","ids":{"openalex":"https://openalex.org/W2044729466","doi":"https://doi.org/10.1108/01443570010321685","mag":"2044729466"},"language":"en","primary_location":{"id":"doi:10.1108/01443570010321685","doi":"https://doi.org/10.1108/01443570010321685","is_oa":false,"landing_page_url":"https://doi.org/10.1108/01443570010321685","pdf_url":null,"source":{"id":"https://openalex.org/S164321952","display_name":"International Journal of Operations & Production Management","issn_l":"0144-3577","issn":["0144-3577","1758-6593"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"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":"International Journal of Operations & Production 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":null,"display_name":"David A. Collier","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I52357470","display_name":"The Ohio State University","ror":"https://ror.org/00rs6vg23","country_code":"US","type":"education","lineage":["https://openalex.org/I52357470"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"David A. Collier","raw_affiliation_strings":["The Ohio State University, Ohio, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"The Ohio State University, Ohio, USA","institution_ids":["https://openalex.org/I52357470"]}]},{"author_position":"last","author":{"id":null,"display_name":"Susan M. Meyer","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I130238516","display_name":"University of Minnesota","ror":"https://ror.org/017zqws13","country_code":"US","type":"education","lineage":["https://openalex.org/I130238516"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Susan M. Meyer","raw_affiliation_strings":["University of Minnesota, Minnesota, USA","Supply Chain and Operations"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Minnesota, Minnesota, USA","institution_ids":["https://openalex.org/I130238516"]},{"raw_affiliation_string":"Supply Chain and Operations","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.42,"has_fulltext":false,"cited_by_count":41,"citation_normalized_percentile":{"value":0.9230291,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":99},"biblio":{"volume":"20","issue":"6","first_page":"705","last_page":"729"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.46219998598098755,"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/T11114","display_name":"Service and Product Innovation","score":0.46219998598098755,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.34470000863075256,"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/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.052400000393390656,"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/service-process","display_name":"service process","score":0.6299999952316284},{"id":"https://openalex.org/keywords/service-classification","display_name":"service classification","score":0.3529999852180481},{"id":"https://openalex.org/keywords/construct-definition","display_name":"construct definition","score":0.6050000190734863},{"id":"https://openalex.org/keywords/classification-systems","display_name":"classification systems","score":0.4790000021457672}],"concepts":[{"id":"https://openalex.org/C2777146004","wikidata":"https://www.wikidata.org/wiki/Q14949826","display_name":"CLARITY","level":2,"score":0.8530343770980835},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5712929964065552},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5501601696014404},{"id":"https://openalex.org/C35651441","wikidata":"https://www.wikidata.org/wiki/Q625303","display_name":"Independence (probability theory)","level":2,"score":0.5319619178771973},{"id":"https://openalex.org/C106487976","wikidata":"https://www.wikidata.org/wiki/Q685816","display_name":"Matrix (chemical analysis)","level":2,"score":0.5195379853248596},{"id":"https://openalex.org/C136197465","wikidata":"https://www.wikidata.org/wiki/Q1729295","display_name":"Variety (cybernetics)","level":2,"score":0.5033957362174988},{"id":"https://openalex.org/C177264268","wikidata":"https://www.wikidata.org/wiki/Q1514741","display_name":"Set (abstract data type)","level":2,"score":0.4866703152656555},{"id":"https://openalex.org/C2780801425","wikidata":"https://www.wikidata.org/wiki/Q5164392","display_name":"Construct (python library)","level":2,"score":0.4535466432571411},{"id":"https://openalex.org/C2780182762","wikidata":"https://www.wikidata.org/wiki/Q1630279","display_name":"Guideline","level":2,"score":0.4344547390937805},{"id":"https://openalex.org/C91682802","wikidata":"https://www.wikidata.org/wiki/Q620538","display_name":"Multidimensional scaling","level":2,"score":0.42452171444892883},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.42028310894966125},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.39206835627555847},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3406985402107239},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3355766534805298},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.33204787969589233},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.3153916001319885},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.1615455150604248},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.10397806763648987},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.09176775813102722},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.08639827370643616},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.08571681380271912},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C142724271","wikidata":"https://www.wikidata.org/wiki/Q7208","display_name":"Pathology","level":1,"score":0.0},{"id":"https://openalex.org/C192562407","wikidata":"https://www.wikidata.org/wiki/Q228736","display_name":"Materials science","level":0,"score":0.0},{"id":"https://openalex.org/C159985019","wikidata":"https://www.wikidata.org/wiki/Q181790","display_name":"Composite material","level":1,"score":0.0},{"id":"https://openalex.org/C55493867","wikidata":"https://www.wikidata.org/wiki/Q7094","display_name":"Biochemistry","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/01443570010321685","doi":"https://doi.org/10.1108/01443570010321685","is_oa":false,"landing_page_url":"https://doi.org/10.1108/01443570010321685","pdf_url":null,"source":{"id":"https://openalex.org/S164321952","display_name":"International Journal of Operations & Production Management","issn_l":"0144-3577","issn":["0144-3577","1758-6593"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"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":"International Journal of Operations & Production Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":21,"referenced_works":["https://openalex.org/W46820516","https://openalex.org/W225650956","https://openalex.org/W1512588839","https://openalex.org/W1512965346","https://openalex.org/W1567853885","https://openalex.org/W1597676647","https://openalex.org/W1977083732","https://openalex.org/W1991623719","https://openalex.org/W2025322996","https://openalex.org/W2028839466","https://openalex.org/W2079999762","https://openalex.org/W2087442202","https://openalex.org/W2155142628","https://openalex.org/W2159306398","https://openalex.org/W2998796002","https://openalex.org/W3015634246","https://openalex.org/W3141165309","https://openalex.org/W4229942792","https://openalex.org/W4285719527","https://openalex.org/W4297081765","https://openalex.org/W4300987477"],"related_works":["https://openalex.org/W2025322996","https://openalex.org/W2941995537","https://openalex.org/W131932384","https://openalex.org/W610390255","https://openalex.org/W4256435153","https://openalex.org/W2911114166","https://openalex.org/W7140037943","https://openalex.org/W4366772796","https://openalex.org/W1768100210","https://openalex.org/W2951050952"],"abstract_inverted_index":{"This":[0],"research":[1,101],"is":[2,127,155],"the":[3,45,54,62,69,93,136,143,148,151],"first":[4],"study":[5],"to":[6,61,83,92],"evaluate":[7],"and":[8,18,66,86,90,114],"compare":[9],"alternative":[10],"service":[11,28,144,160],"positioning":[12,88,106,116],"matrices":[13,31,145],"using":[14],"rigorous":[15,81],"statistical":[16],"analysis":[17],"a":[19,25,79,104,111,115,128,156],"common":[20],"data":[21],"set":[22],"based":[23,34],"on":[24,35],"variety":[26],"of":[27,39,44,48,56,72,132,140,142,150],"processes.":[29],"The":[30,108,121],"are":[32,118],"evaluated":[33],"five":[36,76],"guidelines:":[37],"clarity":[38,51],"construct":[40],"definitions,":[41],"conceptual":[42],"independence":[43],"two":[46,70],"axes":[47,71,137],"each":[49,73,141],"matrix,":[50],"in":[52],"specifying":[53],"direction":[55],"causation":[57],"from":[58],"one":[59],"axis":[60,64],"other,":[63],"unidimensionality,":[65],"correlation":[67],"between":[68,110,135],"matrix.":[74,107],"These":[75],"guidelines":[77,154],"provide":[78],"more":[80,97],"approach":[82],"evaluating":[84],"current":[85],"future":[87],"matrices,":[89],"contribute":[91],"literature":[94],"by":[95],"defining":[96],"specifically":[98],"than":[99],"past":[100],"what":[102],"constitutes":[103],"good":[105],"difference":[109],"classification":[112],"scheme":[113],"matrix":[117],"also":[119],"explained.":[120],"results":[122],"indicate":[123],"that":[124],"while":[125],"there":[126],"statistically":[129],"significant":[130],"level":[131],"association":[133],"(correlation)":[134],"(Guideline":[138],"5)":[139],"studied,":[146],"meeting":[147],"requirements":[149],"other":[152],"four":[153],"challenge":[157],"for":[158],"some":[159],"matrices.":[161]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":8},{"year":2012,"cited_by_count":5}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}