{"id":"https://openalex.org/W2936187293","doi":"https://doi.org/10.1080/13032917.2019.1602065","title":"Interactions between customer satisfaction and firm performance of a hotel","display_name":"Interactions between customer satisfaction and firm performance of a hotel","publication_year":2019,"publication_date":"2019-04-15","ids":{"openalex":"https://openalex.org/W2936187293","doi":"https://doi.org/10.1080/13032917.2019.1602065","mag":"2936187293"},"language":"en","primary_location":{"id":"doi:10.1080/13032917.2019.1602065","doi":"https://doi.org/10.1080/13032917.2019.1602065","is_oa":false,"landing_page_url":"https://doi.org/10.1080/13032917.2019.1602065","pdf_url":null,"source":{"id":"https://openalex.org/S4210168085","display_name":"Anatolia","issn_l":"1303-2917","issn":["1303-2917","2156-6909"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","jufo-1","norway-1","poland-40","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Anatolia","raw_type":"journal-article"},"volume":null,"type":"article","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/A5004616901","display_name":"Chew Ging Lee","orcid":"https://orcid.org/0000-0003-2464-6474","observed_orcids":["https://orcid.org/0000-0003-2464-6474"]},"institutions":[{"id":"https://openalex.org/I142263535","display_name":"University of Nottingham","ror":"https://ror.org/01ee9ar58","country_code":"GB","type":"education","lineage":["https://openalex.org/I142263535"]},{"id":"https://openalex.org/I155043079","display_name":"University of Nottingham Malaysia Campus","ror":"https://ror.org/04mz9mt17","country_code":"MY","type":"education","lineage":["https://openalex.org/I142263535","https://openalex.org/I155043079"]}],"countries":["GB","MY"],"is_corresponding":true,"raw_author_name":"Chew Ging Lee","raw_affiliation_strings":["Nottingham University Business School, The University of Nottingham Malaysia Campus, Semenyih, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Nottingham University Business School, The University of Nottingham Malaysia Campus, Semenyih, Malaysia","institution_ids":["https://openalex.org/I142263535","https://openalex.org/I155043079"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5082459263","display_name":"Shi-Min How","orcid":"https://orcid.org/0000-0003-1795-863X","observed_orcids":["https://orcid.org/0000-0003-1795-863X"]},"institutions":[{"id":"https://openalex.org/I142263535","display_name":"University of Nottingham","ror":"https://ror.org/01ee9ar58","country_code":"GB","type":"education","lineage":["https://openalex.org/I142263535"]},{"id":"https://openalex.org/I155043079","display_name":"University of Nottingham Malaysia Campus","ror":"https://ror.org/04mz9mt17","country_code":"MY","type":"education","lineage":["https://openalex.org/I142263535","https://openalex.org/I155043079"]}],"countries":["GB","MY"],"is_corresponding":false,"raw_author_name":"Shi-Min How","raw_affiliation_strings":["Nottingham University Business School, The University of Nottingham Malaysia Campus, Semenyih, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Nottingham University Business School, The University of Nottingham Malaysia Campus, Semenyih, Malaysia","institution_ids":["https://openalex.org/I142263535","https://openalex.org/I155043079"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5004616901"],"corresponding_institution_ids":["https://openalex.org/I142263535","https://openalex.org/I155043079"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":7,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":93,"max":96},"biblio":{"volume":"30","issue":"3","first_page":"447","last_page":"449"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9970999956130981,"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":0.9970999956130981,"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/T11543","display_name":"Employee Performance and Motivation","score":0.00039999998989515007,"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/T13355","display_name":"Marketing and Advertising Strategies","score":0.0003000000142492354,"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-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/firm-performance","display_name":"firm performance","score":0.9990000128746033},{"id":"https://openalex.org/keywords/hotel-industry","display_name":"hotel industry","score":0.8830000162124634},{"id":"https://openalex.org/keywords/stock-prices","display_name":"stock prices","score":0.8209999799728394},{"id":"https://openalex.org/keywords/valuation","display_name":"valuation","score":0.45500001311302185}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6584241390228271},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6128205060958862},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5558552742004395}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1080/13032917.2019.1602065","doi":"https://doi.org/10.1080/13032917.2019.1602065","is_oa":false,"landing_page_url":"https://doi.org/10.1080/13032917.2019.1602065","pdf_url":null,"source":{"id":"https://openalex.org/S4210168085","display_name":"Anatolia","issn_l":"1303-2917","issn":["1303-2917","2156-6909"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","jufo-1","norway-1","poland-40","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Anatolia","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":5,"referenced_works":["https://openalex.org/W1966910378","https://openalex.org/W2000369440","https://openalex.org/W2096386387","https://openalex.org/W2151952438","https://openalex.org/W2791621887"],"related_works":["https://openalex.org/W2907838774","https://openalex.org/W7029258481","https://openalex.org/W2588085851","https://openalex.org/W2000369440","https://openalex.org/W3109062035","https://openalex.org/W2096386387","https://openalex.org/W4322761261","https://openalex.org/W31078930","https://openalex.org/W3119699600","https://openalex.org/W2364227527"],"abstract_inverted_index":{"In":[0],"recent":[1],"years,":[2],"marketing":[3],"researchers":[4],"have":[5],"studied":[6],"the":[7],"effect":[8],"of":[9],"customer":[10],"satisfaction":[11],"on":[12],"firm":[13],"performance,":[14],"which":[15],"is":[16],"measured":[17],"by":[18],"either":[19],"a":[20],"firm\u2019s":[21],"stock":[22],"price":[23],"or":[24],"valuation":[25],"(Aksoy,":[26],"Cooil,":[27],"Groening,":[28],"K...":[29]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":2}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2019-04-25T00:00:00"}
