{"id":"https://openalex.org/W2803203306","doi":null,"title":"Customer participation in service recovery","display_name":"Customer participation in service recovery","publication_year":2016,"publication_date":"2016-11-02","ids":{"openalex":"https://openalex.org/W2803203306","mag":"2803203306"},"language":"en","primary_location":{"id":"pmh:oai:helda.helsinki.fi:10227/167506","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10227/167506","pdf_url":null,"source":{"id":"https://openalex.org/S4210213322","display_name":"Ty\u00f6v\u00e4entutkimus Vuosikirja","issn_l":"0784-1272","issn":["0784-1272","1459-7780"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["ddh","jufo-1"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"masterThesis"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://hdl.handle.net/10227/167506","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"J\u00e5fs, Katarina","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"J\u00e5fs, Katarina","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":null,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9951000213623047,"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":0.9951000213623047,"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":0.0038999998942017555,"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/T12128","display_name":"AI in Service Interactions","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"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-participation","display_name":"customer participation","score":0.8230000138282776},{"id":"https://openalex.org/keywords/service-recovery","display_name":"service recovery","score":0.9950000047683716},{"id":"https://openalex.org/keywords/customer-involvement","display_name":"customer involvement","score":0.5630000233650208},{"id":"https://openalex.org/keywords/service-failure","display_name":"service failure","score":0.6359999775886536},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.4390000104904175}],"concepts":[{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.5333554744720459},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.479166179895401},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4310985803604126},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.32634440064430237},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3226141333580017},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.28260475397109985},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2699224352836609},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.19126039743423462}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:helda.helsinki.fi:10227/167506","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10227/167506","pdf_url":null,"source":{"id":"https://openalex.org/S4210213322","display_name":"Ty\u00f6v\u00e4entutkimus Vuosikirja","issn_l":"0784-1272","issn":["0784-1272","1459-7780"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["ddh","jufo-1"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"masterThesis"},{"id":"pmh:oai:helda.helsinki.fi:123456789/167506","doi":null,"is_oa":true,"landing_page_url":"https://helda.helsinki.fi/dhanken/handle/123456789/167506","pdf_url":null,"source":{"id":"https://openalex.org/S4210213322","display_name":"Ty\u00f6v\u00e4entutkimus Vuosikirja","issn_l":"0784-1272","issn":["0784-1272","1459-7780"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["ddh","jufo-1"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"masterThesis"}],"best_oa_location":{"id":"pmh:oai:helda.helsinki.fi:10227/167506","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10227/167506","pdf_url":null,"source":{"id":"https://openalex.org/S4210213322","display_name":"Ty\u00f6v\u00e4entutkimus Vuosikirja","issn_l":"0784-1272","issn":["0784-1272","1459-7780"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["ddh","jufo-1"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"masterThesis"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":47,"referenced_works":["https://openalex.org/W54235218","https://openalex.org/W158044045","https://openalex.org/W584711825","https://openalex.org/W1531387534","https://openalex.org/W1546777109","https://openalex.org/W1646446773","https://openalex.org/W1954018469","https://openalex.org/W1965868677","https://openalex.org/W1966247556","https://openalex.org/W1976543439","https://openalex.org/W1987364024","https://openalex.org/W1990286931","https://openalex.org/W1994469449","https://openalex.org/W2010237234","https://openalex.org/W2013390027","https://openalex.org/W2015707977","https://openalex.org/W2018063455","https://openalex.org/W2018133505","https://openalex.org/W2021606694","https://openalex.org/W2022531200","https://openalex.org/W2031564884","https://openalex.org/W2034025364","https://openalex.org/W2036159615","https://openalex.org/W2046500054","https://openalex.org/W2062193161","https://openalex.org/W2065813178","https://openalex.org/W2078854905","https://openalex.org/W2079058128","https://openalex.org/W2085028749","https://openalex.org/W2093030710","https://openalex.org/W2095026705","https://openalex.org/W2096814725","https://openalex.org/W2122910380","https://openalex.org/W2135526934","https://openalex.org/W2137972155","https://openalex.org/W2144336601","https://openalex.org/W2146385426","https://openalex.org/W2150563888","https://openalex.org/W2163728891","https://openalex.org/W2163741736","https://openalex.org/W2166649938","https://openalex.org/W2169186090","https://openalex.org/W2313319791","https://openalex.org/W2494763794","https://openalex.org/W2618010666","https://openalex.org/W3009189837","https://openalex.org/W3037229824"],"related_works":["https://openalex.org/W7028363804","https://openalex.org/W2774350768","https://openalex.org/W6987089173","https://openalex.org/W2527619795","https://openalex.org/W2954627247","https://openalex.org/W2775594118","https://openalex.org/W7044116509","https://openalex.org/W2488271232","https://openalex.org/W7064744506","https://openalex.org/W7037844675"],"abstract_inverted_index":null,"counts_by_year":[],"updated_date":"2026-08-08T01:25:22.217667","created_date":"2025-10-10T00:00:00"}