{"id":"https://openalex.org/W2074044976","doi":"https://doi.org/10.1016/0022-4359(94)90005-1","title":"Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry","display_name":"Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry","publication_year":1994,"publication_date":"1994-01-01","ids":{"openalex":"https://openalex.org/W2074044976","doi":"https://doi.org/10.1016/0022-4359(94)90005-1","mag":"2074044976"},"language":"en","primary_location":{"id":"doi:10.1016/0022-4359(94)90005-1","doi":"https://doi.org/10.1016/0022-4359(94)90005-1","is_oa":true,"landing_page_url":"https://doi.org/10.1016/0022-4359(94)90005-1","pdf_url":null,"source":{"id":"https://openalex.org/S159120381","display_name":"Journal of Retailing","issn_l":"0022-4359","issn":["0022-4359","1873-3271"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","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/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Retailing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://doi.org/10.1016/0022-4359(94)90005-1","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5066649434","display_name":"Syed Saad Andaleeb","orcid":"https://orcid.org/0000-0002-7203-0378","observed_orcids":["https://orcid.org/0000-0002-7203-0378"]},"institutions":[{"id":"https://openalex.org/I130769515","display_name":"Pennsylvania State University","ror":"https://ror.org/04p491231","country_code":"US","type":"education","lineage":["https://openalex.org/I130769515"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Syed Saad Andaleeb","raw_affiliation_strings":["Syed Saad Andaleeb, Penn State Erie, School of Business, Station Road, Erie, PA 16563-1400 USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Syed Saad Andaleeb, Penn State Erie, School of Business, Station Road, Erie, PA 16563-1400 USA","institution_ids":["https://openalex.org/I130769515"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5110739067","display_name":"Amiya K. Basu","orcid":"https://orcid.org/0000-0003-2160-5917","observed_orcids":["https://orcid.org/0000-0003-2160-5917"]},"institutions":[{"id":"https://openalex.org/I70983195","display_name":"Syracuse University","ror":"https://ror.org/025r5qe02","country_code":"US","type":"education","lineage":["https://openalex.org/I70983195"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Amiya K. Basu","raw_affiliation_strings":["Amiya K. Basu, Syracuse University, School of Management, Department of Marketing, Suite 400, Syracuse, NY 13244-2130 USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Amiya K. Basu, Syracuse University, School of Management, Department of Marketing, Suite 400, Syracuse, NY 13244-2130 USA","institution_ids":["https://openalex.org/I70983195"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":3030,"currency":"USD","value_usd":3030},"apc_paid":{"value":3030,"currency":"USD","value_usd":3030},"fwci":0.6815,"has_fulltext":false,"cited_by_count":137,"citation_normalized_percentile":{"value":0.80039561,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":94,"max":99},"biblio":{"volume":"70","issue":"4","first_page":"367","last_page":"381"},"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/T14244","display_name":"Consumer Behavior and Marketing Influence","score":9.999999747378752e-05,"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/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/service-quality-evaluation","display_name":"service quality evaluation","score":0.9150000214576721},{"id":"https://openalex.org/keywords/automotive-repair","display_name":"automotive repair","score":0.8180000185966492},{"id":"https://openalex.org/keywords/perceived-fairness","display_name":"perceived fairness","score":0.8270000219345093},{"id":"https://openalex.org/keywords/task-complexity","display_name":"task complexity","score":0.6549999713897705},{"id":"https://openalex.org/keywords/consumer-knowledge","display_name":"consumer knowledge","score":0.8920000195503235},{"id":"https://openalex.org/keywords/empathy","display_name":"empathy","score":0.6110000014305115},{"id":"https://openalex.org/keywords/responsiveness","display_name":"responsiveness","score":0.9890000224113464},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":0.9980000257492065},{"id":"https://openalex.org/keywords/convenience","display_name":"convenience","score":0.996999979019165},{"id":"https://openalex.org/keywords/moderating-effect","display_name":"moderating effect","score":0.6079999804496765},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.5590000152587891}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6831976175308228},{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.6792291402816772},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6716476678848267},{"id":"https://openalex.org/C2780451532","wikidata":"https://www.wikidata.org/wiki/Q759676","display_name":"Task (project management)","level":2,"score":0.6309140920639038},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6155205965042114},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.614754319190979},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5778787732124329},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5453847646713257},{"id":"https://openalex.org/C526921623","wikidata":"https://www.wikidata.org/wiki/Q190117","display_name":"Automotive industry","level":2,"score":0.47685348987579346},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.41022825241088867},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.3162931799888611},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.24167022109031677},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.1969224214553833},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.07743564248085022},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.05987030267715454},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C201995342","wikidata":"https://www.wikidata.org/wiki/Q682496","display_name":"Systems engineering","level":1,"score":0.0},{"id":"https://openalex.org/C146978453","wikidata":"https://www.wikidata.org/wiki/Q3798668","display_name":"Aerospace engineering","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},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","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}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1016/0022-4359(94)90005-1","doi":"https://doi.org/10.1016/0022-4359(94)90005-1","is_oa":true,"landing_page_url":"https://doi.org/10.1016/0022-4359(94)90005-1","pdf_url":null,"source":{"id":"https://openalex.org/S159120381","display_name":"Journal of Retailing","issn_l":"0022-4359","issn":["0022-4359","1873-3271"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","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/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Retailing","raw_type":"journal-article"},{"id":"pmh:oai:localhost:10361/7120","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10361/7120","pdf_url":null,"source":{"id":"https://openalex.org/S4306402122","display_name":"BRAC University Institutional Repository (BRAC University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I5518804","host_organization_name":"BRAC University","host_organization_lineage":["https://openalex.org/I5518804"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article"}],"best_oa_location":{"id":"doi:10.1016/0022-4359(94)90005-1","doi":"https://doi.org/10.1016/0022-4359(94)90005-1","is_oa":true,"landing_page_url":"https://doi.org/10.1016/0022-4359(94)90005-1","pdf_url":null,"source":{"id":"https://openalex.org/S159120381","display_name":"Journal of Retailing","issn_l":"0022-4359","issn":["0022-4359","1873-3271"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","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/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Retailing","raw_type":"journal-article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"score":0.5699999928474426,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":27,"referenced_works":["https://openalex.org/W24765036","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1965868677","https://openalex.org/W1991623719","https://openalex.org/W2025576673","https://openalex.org/W2026368098","https://openalex.org/W2028809046","https://openalex.org/W2037710531","https://openalex.org/W2041736172","https://openalex.org/W2055194045","https://openalex.org/W2081774187","https://openalex.org/W2084715591","https://openalex.org/W2088591130","https://openalex.org/W2088981131","https://openalex.org/W2108860923","https://openalex.org/W2134652466","https://openalex.org/W2170512058","https://openalex.org/W2313577450","https://openalex.org/W2314002611","https://openalex.org/W2318181140","https://openalex.org/W2323086853","https://openalex.org/W2327975117","https://openalex.org/W2330464962","https://openalex.org/W2413154503","https://openalex.org/W2611897969","https://openalex.org/W3027506207"],"related_works":["https://openalex.org/W107264438","https://openalex.org/W2955898718","https://openalex.org/W7011063985","https://openalex.org/W2482929219","https://openalex.org/W2518346790","https://openalex.org/W2041267315","https://openalex.org/W2178997849","https://openalex.org/W2962761511","https://openalex.org/W2359151646","https://openalex.org/W2475117050"],"abstract_inverted_index":{"The":[0],"relationship":[1],"between":[2],"a":[3],"customer's":[4,62],"assessment":[5],"of":[6,10,20,45,56,64,92],"the":[7,21,54,57,61,70,75,93],"service":[8,46],"quality":[9,47],"an":[11,42],"automobile":[12,65],"service/repair":[13],"facility":[14,22],"and":[15,23,32,49,60,74],"five":[16],"factors\u2014(1)":[17],"perceived":[18,81],"fairness":[19,37,82],"its":[24,50],"personnel,":[25],"(2)":[26],"empathy,":[27],"(3)":[28],"responsiveness,":[29],"(4)":[30],"reliability,":[31],"(5)":[33],"convenience\u2014was":[34],"examined.":[35],"Perceived":[36],"was":[38,72,83],"found":[39,84],"to":[40,85],"be":[41,86],"important":[43,89],"determinant":[44],"evaluation":[48],"importance":[51],"depended":[52],"on":[53],"complexity":[55],"task":[58,71],"involved":[59],"knowledge":[63],"repairs.":[66],"In":[67],"particular,":[68],"when":[69],"complex":[73],"customer":[76],"did":[77],"not":[78],"feel":[79],"knowledgeable,":[80],"significantly":[87],"more":[88],"than":[90],"any":[91],"other":[94],"four":[95],"factors.":[96]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":4},{"year":2019,"cited_by_count":7},{"year":2018,"cited_by_count":6},{"year":2017,"cited_by_count":8},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":7},{"year":2014,"cited_by_count":8},{"year":2013,"cited_by_count":6},{"year":2012,"cited_by_count":8}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}