{"id":"https://openalex.org/W2156010227","doi":"https://doi.org/10.1504/ijstm.2001.001607","title":"Service quality assessment and service process reengineering","display_name":"Service quality assessment and service process reengineering","publication_year":2001,"publication_date":"2001-01-01","ids":{"openalex":"https://openalex.org/W2156010227","doi":"https://doi.org/10.1504/ijstm.2001.001607","mag":"2156010227"},"language":"en","primary_location":{"id":"doi:10.1504/ijstm.2001.001607","doi":"https://doi.org/10.1504/ijstm.2001.001607","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijstm.2001.001607","pdf_url":null,"source":{"id":"https://openalex.org/S154565395","display_name":"International Journal of Services Technology and Management","issn_l":"1460-6720","issn":["1460-6720","1741-525X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-4"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Services Technology and 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":"https://openalex.org/A5049953531","display_name":"Hajime Et\u00f4","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Hajime Eto","raw_affiliation_strings":[""],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5049953531"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.41451572,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":"2","issue":"3/4","first_page":"326","last_page":"326"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.45579999685287476,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.45579999685287476,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.2833999991416931,"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/T12905","display_name":"Management Systems and Quality Improvement","score":0.08760000020265579,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality-evaluation","display_name":"service quality evaluation","score":0.9409999847412109},{"id":"https://openalex.org/keywords/total-quality-management","display_name":"total quality management","score":0.8510000109672546},{"id":"https://openalex.org/keywords/business-process-reengineering","display_name":"business process reengineering","score":0.9980000257492065},{"id":"https://openalex.org/keywords/public-services","display_name":"public services","score":0.9330000281333923},{"id":"https://openalex.org/keywords/private-sector-services","display_name":"private sector services","score":0.75},{"id":"https://openalex.org/keywords/service-innovation","display_name":"service innovation","score":0.5339999794960022},{"id":"https://openalex.org/keywords/quality-circles","display_name":"quality circles","score":0.8460000157356262},{"id":"https://openalex.org/keywords/administrative-crisis","display_name":"administrative crisis","score":0.5809999704360962},{"id":"https://openalex.org/keywords/fiscal-crisis","display_name":"fiscal crisis","score":0.9700000286102295},{"id":"https://openalex.org/keywords/human-rights","display_name":"human rights","score":0.7099999785423279}],"concepts":[{"id":"https://openalex.org/C29143872","wikidata":"https://www.wikidata.org/wiki/Q876690","display_name":"Business process reengineering","level":3,"score":0.8209801912307739},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.578092098236084},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.561477780342102},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.5462784171104431},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.540203869342804},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.5230209231376648},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5075162649154663},{"id":"https://openalex.org/C186229450","wikidata":"https://www.wikidata.org/wiki/Q42008","display_name":"Sovereignty","level":3,"score":0.49259549379348755},{"id":"https://openalex.org/C121426985","wikidata":"https://www.wikidata.org/wiki/Q591763","display_name":"Private sector","level":2,"score":0.463499516248703},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4415726065635681},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4297897219657898},{"id":"https://openalex.org/C2780110086","wikidata":"https://www.wikidata.org/wiki/Q161837","display_name":"Public service","level":2,"score":0.41938111186027527},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.31526145339012146},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.314725399017334},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2222769856452942},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.181427001953125},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.10256123542785645},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.10234618186950684},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.0784406065940857},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.07422253489494324},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C94625758","wikidata":"https://www.wikidata.org/wiki/Q7163","display_name":"Politics","level":2,"score":0.0},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C137335462","wikidata":"https://www.wikidata.org/wiki/Q380772","display_name":"Lean manufacturing","level":2,"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":1,"locations":[{"id":"doi:10.1504/ijstm.2001.001607","doi":"https://doi.org/10.1504/ijstm.2001.001607","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijstm.2001.001607","pdf_url":null,"source":{"id":"https://openalex.org/S154565395","display_name":"International Journal of Services Technology and Management","issn_l":"1460-6720","issn":["1460-6720","1741-525X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-4"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Services Technology and Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","score":0.4943999946117401,"display_name":"Industry, innovation and infrastructure"}],"sustainable_development_goals_aurora":[{"id":"https://metadata.un.org/sdg/9","score":0.5899999737739563,"display_name":"Industry, innovation and infrastructure"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":37,"referenced_works":["https://openalex.org/W1527935828","https://openalex.org/W1905665515","https://openalex.org/W1966536058","https://openalex.org/W1966809117","https://openalex.org/W1981675721","https://openalex.org/W1982507420","https://openalex.org/W1983033227","https://openalex.org/W1984323857","https://openalex.org/W1988626209","https://openalex.org/W2000933315","https://openalex.org/W2001053240","https://openalex.org/W2001122002","https://openalex.org/W2010756002","https://openalex.org/W2020897992","https://openalex.org/W2027206083","https://openalex.org/W2032934311","https://openalex.org/W2035546400","https://openalex.org/W2035902442","https://openalex.org/W2047320522","https://openalex.org/W2049562577","https://openalex.org/W2051846578","https://openalex.org/W2055779155","https://openalex.org/W2068397458","https://openalex.org/W2084163098","https://openalex.org/W2087841583","https://openalex.org/W2090991660","https://openalex.org/W2107083978","https://openalex.org/W2107971134","https://openalex.org/W2140332709","https://openalex.org/W2142526577","https://openalex.org/W2146720224","https://openalex.org/W2147479242","https://openalex.org/W2147841511","https://openalex.org/W2157895135","https://openalex.org/W2321024760","https://openalex.org/W2331004891","https://openalex.org/W3203291633"],"related_works":["https://openalex.org/W1567245894","https://openalex.org/W1511087209","https://openalex.org/W2123926206","https://openalex.org/W2982220074","https://openalex.org/W7097669988","https://openalex.org/W4234179036","https://openalex.org/W4407591132","https://openalex.org/W2980784561","https://openalex.org/W4389300493","https://openalex.org/W4237759278"],"abstract_inverted_index":{"Learning":[0],"the":[1,14,33,67,76],"successful":[2],"experiences":[3],"of":[4,17,30],"total":[5],"quality":[6,68,73],"management":[7],"and":[8,12,22,35,40,44,53,56,78],"business":[9],"process":[10],"reengineering,":[11],"recalling":[13],"classic":[15],"ideas":[16],"human":[18],"rights,":[19],"citizens'":[20],"sovereignty":[21],"public":[23,34,77],"services,":[24],"this":[25,62],"paper":[26,63],"classifies":[27],"ambiguous":[28],"concepts":[29],"services":[31],"in":[32,48],"private":[36,79],"sectors":[37],"by":[38],"semantic":[39],"judicial":[41],"case":[42],"analyses":[43],"explores":[45],"new":[46],"actors":[47],"order":[49],"to":[50,57,65,71],"solve":[51],"administrative":[52],"fiscal":[54],"crises":[55],"promote":[58],"service":[59,72],"innovation.":[60],"Finally,":[61],"proposes":[64],"apply":[66],"circle":[69],"movement":[70],"innovation":[74],"across":[75],"sectors.":[80]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":1}],"updated_date":"2026-08-12T21:12:35.861297","created_date":"2016-06-24T00:00:00"}