{"id":"https://openalex.org/W2155405115","doi":"https://doi.org/10.5267/j.msl.2011.11.011","title":"Analyzing effects of service encounter quality on customer satisfaction in banking industry","display_name":"Analyzing effects of service encounter quality on customer satisfaction in banking industry","publication_year":2012,"publication_date":"2012-01-31","ids":{"openalex":"https://openalex.org/W2155405115","doi":"https://doi.org/10.5267/j.msl.2011.11.011","mag":"2155405115"},"language":"en","primary_location":{"id":"doi:10.5267/j.msl.2011.11.011","doi":"https://doi.org/10.5267/j.msl.2011.11.011","is_oa":true,"landing_page_url":"https://doi.org/10.5267/j.msl.2011.11.011","pdf_url":"https://doi.org/10.5267/j.msl.2011.11.011","source":{"id":"https://openalex.org/S2737251451","display_name":"Management Science Letters","issn_l":"1923-9335","issn":["1923-9335","1923-9343"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","norway-1","poland-20"],"host_organization":"https://openalex.org/P4310312984","host_organization_name":"Growing Science","host_organization_lineage":["https://openalex.org/P4310312984"],"host_organization_lineage_names":["Growing Science"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Management Science Letters","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://doi.org/10.5267/j.msl.2011.11.011","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5000732180","display_name":"Hossein Gazor","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210088567","display_name":"Islamic Azad University Kashmar Branch","ror":"https://ror.org/0095a7z52","country_code":"IR","type":"education","lineage":["https://openalex.org/I110525433","https://openalex.org/I4210088567"]}],"countries":["IR"],"is_corresponding":true,"raw_author_name":"Hossein Gazor","raw_affiliation_strings":["Researcher of Islamic Azad University, Kashmar Branch, Kashmar, Iran"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Researcher of Islamic Azad University, Kashmar Branch, Kashmar, Iran","institution_ids":["https://openalex.org/I4210088567"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5064016429","display_name":"Babak Nemati","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210088567","display_name":"Islamic Azad University Kashmar Branch","ror":"https://ror.org/0095a7z52","country_code":"IR","type":"education","lineage":["https://openalex.org/I110525433","https://openalex.org/I4210088567"]}],"countries":["IR"],"is_corresponding":false,"raw_author_name":"Babak Nemati","raw_affiliation_strings":["Researcher of Islamic Azad University, Kashmar Branch, Kashmar, Iran"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Researcher of Islamic Azad University, Kashmar Branch, Kashmar, Iran","institution_ids":["https://openalex.org/I4210088567"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5059167529","display_name":"Amir Ehsani","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210088567","display_name":"Islamic Azad University Kashmar Branch","ror":"https://ror.org/0095a7z52","country_code":"IR","type":"education","lineage":["https://openalex.org/I110525433","https://openalex.org/I4210088567"]}],"countries":["IR"],"is_corresponding":false,"raw_author_name":"Amir Ehsani","raw_affiliation_strings":["Researcher of Islamic Azad University, Kashmar Branch, Kashmar, Iran"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Researcher of Islamic Azad University, Kashmar Branch, Kashmar, Iran","institution_ids":["https://openalex.org/I4210088567"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5033811734","display_name":"Kianoush Nazari Ameleh","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I200432940","display_name":"Allameh Tabataba'i University","ror":"https://ror.org/02cc4gc68","country_code":"IR","type":"education","lineage":["https://openalex.org/I200432940"]}],"countries":["IR"],"is_corresponding":false,"raw_author_name":"Kianoush Nazari Ameleh","raw_affiliation_strings":["Department of Management and Accounting, Allameh Tabataba'i University, Tehran, Iran"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management and Accounting, Allameh Tabataba'i University, Tehran, Iran","institution_ids":["https://openalex.org/I200432940"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5000732180"],"corresponding_institution_ids":["https://openalex.org/I4210088567"],"apc_list":null,"apc_paid":null,"fwci":3.8736,"has_fulltext":true,"cited_by_count":15,"citation_normalized_percentile":{"value":0.93333333,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"2","issue":"3","first_page":"859","last_page":"868"},"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":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"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.0,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.996999979019165},{"id":"https://openalex.org/keywords/banking-services","display_name":"banking services","score":0.6190000176429749},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.9419999718666077},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9139999747276306},{"id":"https://openalex.org/keywords/employee-loyalty","display_name":"employee loyalty","score":0.8510000109672546},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.5529999732971191},{"id":"https://openalex.org/keywords/consumer-perception","display_name":"consumer perception","score":0.5799999833106995},{"id":"https://openalex.org/keywords/iranian-banking-sector","display_name":"Iranian banking sector","score":0.6959999799728394}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7427865266799927},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7383145093917847},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7306077480316162},{"id":"https://openalex.org/C2986226071","wikidata":"https://www.wikidata.org/wiki/Q22687","display_name":"Banking industry","level":2,"score":0.7226144075393677},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5328196883201599},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5262340903282166},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4940679371356964},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.42572975158691406},{"id":"https://openalex.org/C156152238","wikidata":"https://www.wikidata.org/wiki/Q1548025","display_name":"Retail banking","level":2,"score":0.41992902755737305},{"id":"https://openalex.org/C40700","wikidata":"https://www.wikidata.org/wiki/Q1411783","display_name":"Industrial organization","level":1,"score":0.38244932889938354},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3320753574371338},{"id":"https://openalex.org/C178550888","wikidata":"https://www.wikidata.org/wiki/Q2043282","display_name":"Business administration","level":1,"score":0.327134907245636},{"id":"https://openalex.org/C121955636","wikidata":"https://www.wikidata.org/wiki/Q4116214","display_name":"Accounting","level":1,"score":0.18866997957229614},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.10212492942810059},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","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":2,"locations":[{"id":"doi:10.5267/j.msl.2011.11.011","doi":"https://doi.org/10.5267/j.msl.2011.11.011","is_oa":true,"landing_page_url":"https://doi.org/10.5267/j.msl.2011.11.011","pdf_url":"https://doi.org/10.5267/j.msl.2011.11.011","source":{"id":"https://openalex.org/S2737251451","display_name":"Management Science Letters","issn_l":"1923-9335","issn":["1923-9335","1923-9343"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","norway-1","poland-20"],"host_organization":"https://openalex.org/P4310312984","host_organization_name":"Growing Science","host_organization_lineage":["https://openalex.org/P4310312984"],"host_organization_lineage_names":["Growing Science"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Management Science Letters","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:dc2d7aa2a5ff4c658a3d79bb26d9d844","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/dc2d7aa2a5ff4c658a3d79bb26d9d844","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Management Science Letters, Vol 2, Iss 3, Pp 859-868 (2012)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.5267/j.msl.2011.11.011","doi":"https://doi.org/10.5267/j.msl.2011.11.011","is_oa":true,"landing_page_url":"https://doi.org/10.5267/j.msl.2011.11.011","pdf_url":"https://doi.org/10.5267/j.msl.2011.11.011","source":{"id":"https://openalex.org/S2737251451","display_name":"Management Science Letters","issn_l":"1923-9335","issn":["1923-9335","1923-9343"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","norway-1","poland-20"],"host_organization":"https://openalex.org/P4310312984","host_organization_name":"Growing Science","host_organization_lineage":["https://openalex.org/P4310312984"],"host_organization_lineage_names":["Growing Science"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Management Science Letters","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[{"id":"https://openalex.org/F4320321389","display_name":"Islamic Azad University","ror":"https://ror.org/01kzn7k21"}],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2155405115.pdf","grobid_xml":"https://content.openalex.org/works/W2155405115.grobid-xml"},"referenced_works_count":30,"referenced_works":["https://openalex.org/W1574378514","https://openalex.org/W1689771227","https://openalex.org/W1846223488","https://openalex.org/W1963608071","https://openalex.org/W1965236027","https://openalex.org/W1976263539","https://openalex.org/W1995239979","https://openalex.org/W1995610634","https://openalex.org/W2005162462","https://openalex.org/W2011854045","https://openalex.org/W2014785764","https://openalex.org/W2021949104","https://openalex.org/W2026368098","https://openalex.org/W2037739239","https://openalex.org/W2044142111","https://openalex.org/W2050127949","https://openalex.org/W2066417383","https://openalex.org/W2070054856","https://openalex.org/W2071111784","https://openalex.org/W2073413311","https://openalex.org/W2078558473","https://openalex.org/W2095460192","https://openalex.org/W2110110330","https://openalex.org/W2119469410","https://openalex.org/W2143852449","https://openalex.org/W2167593359","https://openalex.org/W2175227141","https://openalex.org/W2916752992","https://openalex.org/W2970235121","https://openalex.org/W2970283002"],"related_works":["https://openalex.org/W2149627877","https://openalex.org/W3011464961","https://openalex.org/W3011924983","https://openalex.org/W2992627703","https://openalex.org/W2183608012","https://openalex.org/W4415309520","https://openalex.org/W2183010697","https://openalex.org/W2214521542","https://openalex.org/W7124758475","https://openalex.org/W2948453125"],"abstract_inverted_index":{"Service":[0],"quality":[1,7,24,49,76,86],"represents":[2],"a":[3,17],"modern":[4],"approach":[5],"for":[6,62],"in":[8,65,122],"enterprises":[9],"and":[10,12,21,29,35,50,56,70,108,116],"organizations":[11],"serves":[13],"the":[14,41,75,81,91,97,102,123],"development":[15],"of":[16,52,77,80],"truly":[18],"customer-focused":[19],"management":[20],"culture.Measuring":[22],"service":[23,47,85,112,115],"offers":[25],"an":[26],"immediate,":[27],"meaningful":[28],"objective":[30],"feedback":[31,98],"about":[32],"clients'":[33],"preferences":[34],"expectations.In":[36],"this":[37],"paper,":[38],"we":[39,99],"study":[40,59],"relationship":[42],"between":[43],"customer":[44,53,88],"perceptions":[45],"from":[46,101],"encounter":[48,113],"loyalty":[51,109,117],"to":[54,106,110,118],"organization":[55],"employees.The":[57],"proposed":[58],"is":[60],"implemented":[61],"banking":[63],"sector":[64],"Iran":[66],"using":[67],"SERVQUAL":[68],"factors":[69,73,94],"considers":[71],"various":[72],"influencing":[74],"service.The":[78],"results":[79],"survey":[82],"indicate":[83],"that":[84],"systems,":[87],"satisfaction":[89],"are":[90,121],"most":[92],"desirable":[93],"based":[95],"on":[96],"received":[100],"customers.In":[103],"addition,":[104],"response":[105],"customers":[107],"employees,":[111],"quality,":[114],"organization,":[119],"arrangements":[120],"next":[124],"levels,":[125],"respectively.":[126]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":4},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":2}],"updated_date":"2026-11-03T10:50:19.383937","created_date":"2016-06-24T00:00:00"}