{"id":"https://openalex.org/W2953594101","doi":"https://doi.org/10.1177/1470785319859794","title":"Utilizing relative weight analysis in customer satisfaction research","display_name":"Utilizing relative weight analysis in customer satisfaction research","publication_year":2019,"publication_date":"2019-06-28","ids":{"openalex":"https://openalex.org/W2953594101","doi":"https://doi.org/10.1177/1470785319859794","mag":"2953594101"},"language":"en","primary_location":{"id":"doi:10.1177/1470785319859794","doi":"https://doi.org/10.1177/1470785319859794","is_oa":false,"landing_page_url":"https://doi.org/10.1177/1470785319859794","pdf_url":null,"source":{"id":"https://openalex.org/S162526994","display_name":"International Journal of Market Research","issn_l":"1470-7853","issn":["1470-7853","2515-2173"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-40","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Market Research","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/A5046661618","display_name":"Michael Scott Garver","orcid":"https://orcid.org/0000-0001-9041-1169","observed_orcids":["https://orcid.org/0000-0001-9041-1169"]},"institutions":[{"id":"https://openalex.org/I1629065","display_name":"Central Michigan University","ror":"https://ror.org/02xawj266","country_code":"US","type":"education","lineage":["https://openalex.org/I1629065"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Michael S Garver","raw_affiliation_strings":["Central Michigan University, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Central Michigan University, USA","institution_ids":["https://openalex.org/I1629065"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5044761142","display_name":"Zachary Williams","orcid":"https://orcid.org/0000-0003-0461-4168","observed_orcids":["https://orcid.org/0000-0003-0461-4168"]},"institutions":[{"id":"https://openalex.org/I141649380","display_name":"Western Michigan University","ror":"https://ror.org/04j198w64","country_code":"US","type":"education","lineage":["https://openalex.org/I141649380"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Zachary Williams","raw_affiliation_strings":["Western Michigan University, USA"],"raw_orcid":"https://orcid.org/0000-0003-0461-4168","affiliations":[{"raw_affiliation_string":"Western Michigan University, USA","institution_ids":["https://openalex.org/I141649380"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5044761142"],"corresponding_institution_ids":["https://openalex.org/I141649380"],"apc_list":{"value":3650,"currency":"USD","value_usd":3650},"apc_paid":null,"fwci":2.104,"has_fulltext":false,"cited_by_count":18,"citation_normalized_percentile":{"value":0.88428528,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"62","issue":"2","first_page":"158","last_page":"175"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9369999766349792,"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":0.9369999766349792,"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/T12384","display_name":"Customer churn and segmentation","score":0.009200000204145908,"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":0.004999999888241291,"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/relative-weight-analysis","display_name":"relative weight analysis","score":0.9990000128746033},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9990000128746033},{"id":"https://openalex.org/keywords/b2b-software","display_name":"B2B software","score":0.9039999842643738}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6952722072601318},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.6615249514579773},{"id":"https://openalex.org/C64341305","wikidata":"https://www.wikidata.org/wiki/Q4919225","display_name":"Bivariate analysis","level":2,"score":0.6345441937446594},{"id":"https://openalex.org/C39896193","wikidata":"https://www.wikidata.org/wiki/Q380344","display_name":"Descriptive statistics","level":2,"score":0.5569434762001038},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.5093420743942261},{"id":"https://openalex.org/C152877465","wikidata":"https://www.wikidata.org/wiki/Q208042","display_name":"Regression analysis","level":2,"score":0.49130454659461975},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.48901256918907166},{"id":"https://openalex.org/C2986587452","wikidata":"https://www.wikidata.org/wiki/Q938438","display_name":"Statistical analysis","level":2,"score":0.4838606119155884},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.45600780844688416},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.45441991090774536},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2510874271392822},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.2107926309108734},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.1278611421585083},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.10378319025039673},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.08340361714363098},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1177/1470785319859794","doi":"https://doi.org/10.1177/1470785319859794","is_oa":false,"landing_page_url":"https://doi.org/10.1177/1470785319859794","pdf_url":null,"source":{"id":"https://openalex.org/S162526994","display_name":"International Journal of Market Research","issn_l":"1470-7853","issn":["1470-7853","2515-2173"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-40","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Market Research","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":58,"referenced_works":["https://openalex.org/W2122288","https://openalex.org/W139024339","https://openalex.org/W180615875","https://openalex.org/W618049129","https://openalex.org/W636670260","https://openalex.org/W1491193709","https://openalex.org/W1574378514","https://openalex.org/W1974376305","https://openalex.org/W1974680275","https://openalex.org/W1975167458","https://openalex.org/W1980452183","https://openalex.org/W1989947165","https://openalex.org/W1993325335","https://openalex.org/W1993382258","https://openalex.org/W1999970801","https://openalex.org/W2001579773","https://openalex.org/W2019536675","https://openalex.org/W2019774772","https://openalex.org/W2032237879","https://openalex.org/W2035049685","https://openalex.org/W2051121534","https://openalex.org/W2052630289","https://openalex.org/W2062228572","https://openalex.org/W2067995883","https://openalex.org/W2072038364","https://openalex.org/W2072606116","https://openalex.org/W2085175893","https://openalex.org/W2086612013","https://openalex.org/W2093020405","https://openalex.org/W2101229199","https://openalex.org/W2110287933","https://openalex.org/W2115218557","https://openalex.org/W2126650229","https://openalex.org/W2135046866","https://openalex.org/W2139513042","https://openalex.org/W2163614163","https://openalex.org/W2164098396","https://openalex.org/W2189191044","https://openalex.org/W2247481707","https://openalex.org/W2288364552","https://openalex.org/W2295785951","https://openalex.org/W2327570740","https://openalex.org/W2328109847","https://openalex.org/W2333726500","https://openalex.org/W2404281667","https://openalex.org/W2732780313","https://openalex.org/W2769144196","https://openalex.org/W2921680935","https://openalex.org/W2922270305","https://openalex.org/W2962917211","https://openalex.org/W3122491645","https://openalex.org/W3207480380","https://openalex.org/W4229942792","https://openalex.org/W4231671316","https://openalex.org/W4234698323","https://openalex.org/W4236061996","https://openalex.org/W4255699659","https://openalex.org/W4297081765"],"related_works":["https://openalex.org/W4396223885","https://openalex.org/W2413002099","https://openalex.org/W2539314244","https://openalex.org/W1974680275","https://openalex.org/W132705631","https://openalex.org/W2137942590","https://openalex.org/W2086388583","https://openalex.org/W2948759705","https://openalex.org/W7126322402","https://openalex.org/W2785233717"],"abstract_inverted_index":{"For":[0],"customer":[1,25],"satisfaction":[2,31],"researchers,":[3],"key":[4,39,66,88,96],"driver":[5,40,67,89,97],"analysis":[6,53,79,98,109],"is":[7],"a":[8,70,104],"common":[9],"practice":[10],"to":[11],"understand":[12],"what":[13],"product":[14],"and":[15,114,117,122,126],"service":[16],"attributes":[17],"are":[18,120,129],"most":[19],"important":[20],"in":[21,145],"driving":[22],"the":[23,33,118],"overall":[24,30],"experience,":[26],"typically":[27],"measured":[28],"by":[29],"or":[32,54],"Net":[34],"Promoter":[35],"question.":[36],"To":[37,91],"implement":[38],"analysis,":[41,113],"market":[42],"research":[43,138],"practitioners":[44],"often":[45],"use":[46,142],"statistical":[47,59,84],"techniques":[48,60],"such":[49],"as":[50,81,131,133],"bivariate":[51],"correlation":[52,112],"multiple":[55,115],"regression,":[56,116],"yet":[57],"these":[58],"have":[61],"severe":[62],"limitations":[63,125],"for":[64,86,140],"conducting":[65,87],"analysis.":[68,90],"As":[69],"viable":[71],"alternative,":[72],"this":[73,94,137],"article":[74],"puts":[75],"forth":[76],"relative":[77],"weight":[78],"(RWA)":[80],"an":[82],"appropriate":[83],"technique":[85],"empirically":[92],"demonstrate":[93],"technique,":[95],"was":[99],"conducted":[100],"using":[101],"data":[102],"from":[103],"B2B":[105],"software":[106],"provider.":[107],"The":[108],"implemented":[110],"RWA,":[111],"results":[119],"compared":[121],"contrasted.":[123],"RWA":[124,144],"best":[127],"practices":[128],"discussed":[130],"well":[132],"future":[134],"research.":[135,147],"Overall,":[136],"advocates":[139],"more":[141],"of":[143],"marketing":[146]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":6},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":5},{"year":2021,"cited_by_count":1}],"updated_date":"2026-08-21T09:56:20.448147","created_date":"2019-07-12T00:00:00"}