{"id":"https://openalex.org/W2476494508","doi":"https://doi.org/10.1016/s1067-5671(94)03017-0","title":"Customer costs of service quality: A critical incident study","display_name":"Customer costs of service quality: A critical incident study","publication_year":1994,"publication_date":"1994-01-01","ids":{"openalex":"https://openalex.org/W2476494508","doi":"https://doi.org/10.1016/s1067-5671(94)03017-0","mag":"2476494508"},"language":"en","primary_location":{"id":"doi:10.1016/s1067-5671(94)03017-0","doi":"https://doi.org/10.1016/s1067-5671(94)03017-0","is_oa":false,"landing_page_url":"https://doi.org/10.1016/s1067-5671(94)03017-0","pdf_url":null,"source":{"id":"https://openalex.org/S1018530615","display_name":"Advances in services marketing and management","issn_l":"1067-5671","issn":["1067-5671"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["jufo-1"],"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":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Advances in Services Marketing and Management","raw_type":"book-chapter"},"volume":null,"type":"book-chapter","is_traditional":true,"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/A5015179319","display_name":"William E. Youngdahl","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"William E. Youngdahl","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5021494092","display_name":"Deborah L. Kellogg","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Deborah L. Kellogg","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.1779,"has_fulltext":false,"cited_by_count":16,"citation_normalized_percentile":{"value":0.93831776,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":95},"biblio":{"volume":null,"issue":null,"first_page":"149","last_page":"173"},"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/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/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"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/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"}},{"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"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8069999814033508},{"id":"https://openalex.org/keywords/customer-cost","display_name":"customer cost","score":0.9869999885559082},{"id":"https://openalex.org/keywords/critical-incidents","display_name":"critical incidents","score":0.7649999856948853},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.5120000243186951},{"id":"https://openalex.org/keywords/service-failure","display_name":"service failure","score":0.49799999594688416}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6435610055923462},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6306273937225342},{"id":"https://openalex.org/C2779707562","wikidata":"https://www.wikidata.org/wiki/Q1140525","display_name":"Critical Incident Technique","level":2,"score":0.572813093662262},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4898390471935272},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.41464653611183167},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.388367235660553},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3809044659137726},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.33540189266204834},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.18793794512748718},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.04401606321334839},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1016/s1067-5671(94)03017-0","doi":"https://doi.org/10.1016/s1067-5671(94)03017-0","is_oa":false,"landing_page_url":"https://doi.org/10.1016/s1067-5671(94)03017-0","pdf_url":null,"source":{"id":"https://openalex.org/S1018530615","display_name":"Advances in services marketing and management","issn_l":"1067-5671","issn":["1067-5671"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["jufo-1"],"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":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Advances in Services Marketing and Management","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":15,"referenced_works":["https://openalex.org/W6611499","https://openalex.org/W640069950","https://openalex.org/W1553186720","https://openalex.org/W1560880354","https://openalex.org/W1594945480","https://openalex.org/W1596676178","https://openalex.org/W1968113952","https://openalex.org/W1995561053","https://openalex.org/W2056704909","https://openalex.org/W2082563645","https://openalex.org/W2082569500","https://openalex.org/W2140065627","https://openalex.org/W2142325887","https://openalex.org/W2975671959","https://openalex.org/W4244134295"],"related_works":["https://openalex.org/W2932905778","https://openalex.org/W2499131349","https://openalex.org/W4233619104","https://openalex.org/W2432580900","https://openalex.org/W2485912212","https://openalex.org/W2588831680","https://openalex.org/W2065362150","https://openalex.org/W3184437352","https://openalex.org/W2995804723","https://openalex.org/W2337687038"],"abstract_inverted_index":null,"counts_by_year":[{"year":2019,"cited_by_count":1},{"year":2014,"cited_by_count":2}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-08-23T00:00:00"}
