{"id":"https://openalex.org/W3043334858","doi":"https://doi.org/10.1108/mrr-12-2019-0544","title":"Logistics service quality: where we are and where we go in the context of airline industry","display_name":"Logistics service quality: where we are and where we go in the context of airline industry","publication_year":2020,"publication_date":"2020-07-15","ids":{"openalex":"https://openalex.org/W3043334858","doi":"https://doi.org/10.1108/mrr-12-2019-0544","mag":"3043334858"},"language":"en","primary_location":{"id":"doi:10.1108/mrr-12-2019-0544","doi":"https://doi.org/10.1108/mrr-12-2019-0544","is_oa":false,"landing_page_url":"https://doi.org/10.1108/mrr-12-2019-0544","pdf_url":null,"source":{"id":"https://openalex.org/S4210230413","display_name":"Management Research Review","issn_l":"2040-8269","issn":["2040-8269","2040-8277"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Management Research Review","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/A5064520134","display_name":"Peeraya Thongkruer","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I198105771","display_name":"Kasetsart University","ror":"https://ror.org/05gzceg21","country_code":"TH","type":"education","lineage":["https://openalex.org/I198105771"]}],"countries":["TH"],"is_corresponding":false,"raw_author_name":"Peeraya Thongkruer","raw_affiliation_strings":["Department of Business Administration, Kasetsart University, Bangkok, Thailand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration, Kasetsart University, Bangkok, Thailand","institution_ids":["https://openalex.org/I198105771"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5011010926","display_name":"Sawat Wanarat","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I198105771","display_name":"Kasetsart University","ror":"https://ror.org/05gzceg21","country_code":"TH","type":"education","lineage":["https://openalex.org/I198105771"]}],"countries":["TH"],"is_corresponding":false,"raw_author_name":"Sawat Wanarat","raw_affiliation_strings":["Department of Business Administration, Kasetsart University, Bangkok, Thailand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration, Kasetsart University, Bangkok, Thailand","institution_ids":["https://openalex.org/I198105771"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I198105771"],"apc_list":null,"apc_paid":null,"fwci":1.3506,"has_fulltext":false,"cited_by_count":18,"citation_normalized_percentile":{"value":0.84592159,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"44","issue":"2","first_page":"209","last_page":"235"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9804999828338623,"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":0.9804999828338623,"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/T11599","display_name":"Aviation Industry Analysis and Trends","score":0.012299999594688416,"subfield":{"id":"https://openalex.org/subfields/2000","display_name":"General Economics, Econometrics and Finance"},"field":{"id":"https://openalex.org/fields/20","display_name":"Economics, Econometrics and Finance"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.0010999999940395355,"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/logistics-service-quality","display_name":"logistics service quality","score":0.9990000128746033},{"id":"https://openalex.org/keywords/air-transport","display_name":"airline industry","score":0.8849999904632568},{"id":"https://openalex.org/keywords/value-chain-integration","display_name":"value chain integration","score":0.6570000052452087},{"id":"https://openalex.org/keywords/service-based-businesses","display_name":"service-based businesses","score":0.7519999742507935}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.633594274520874},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6094812750816345},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5611104965209961},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5220734477043152},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5000982284545898},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.4959274232387543},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.4950474798679352},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.4846346974372864},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4445652365684509},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.39929983019828796},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.33529579639434814},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.30172139406204224},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/mrr-12-2019-0544","doi":"https://doi.org/10.1108/mrr-12-2019-0544","is_oa":false,"landing_page_url":"https://doi.org/10.1108/mrr-12-2019-0544","pdf_url":null,"source":{"id":"https://openalex.org/S4210230413","display_name":"Management Research Review","issn_l":"2040-8269","issn":["2040-8269","2040-8277"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Management Research Review","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":87,"referenced_works":["https://openalex.org/W1516190907","https://openalex.org/W1529030346","https://openalex.org/W1531992849","https://openalex.org/W1568893380","https://openalex.org/W1689771227","https://openalex.org/W1820749028","https://openalex.org/W1837520322","https://openalex.org/W1924560519","https://openalex.org/W1942715114","https://openalex.org/W1958629957","https://openalex.org/W1971776221","https://openalex.org/W1971859147","https://openalex.org/W1972458078","https://openalex.org/W1973853421","https://openalex.org/W1973935529","https://openalex.org/W1974035056","https://openalex.org/W1977855198","https://openalex.org/W1980467516","https://openalex.org/W1982900899","https://openalex.org/W1983501580","https://openalex.org/W1985629539","https://openalex.org/W1987311106","https://openalex.org/W1996590636","https://openalex.org/W2001664092","https://openalex.org/W2007738521","https://openalex.org/W2008751059","https://openalex.org/W2010859209","https://openalex.org/W2013773995","https://openalex.org/W2014939815","https://openalex.org/W2016802098","https://openalex.org/W2026827594","https://openalex.org/W2027351590","https://openalex.org/W2027368157","https://openalex.org/W2027759822","https://openalex.org/W2028033337","https://openalex.org/W2028809046","https://openalex.org/W2030736130","https://openalex.org/W2045816279","https://openalex.org/W2052307074","https://openalex.org/W2055992226","https://openalex.org/W2064681572","https://openalex.org/W2069932235","https://openalex.org/W2081565467","https://openalex.org/W2084772351","https://openalex.org/W2087753238","https://openalex.org/W2088135512","https://openalex.org/W2088198796","https://openalex.org/W2099697766","https://openalex.org/W2106122616","https://openalex.org/W2119165755","https://openalex.org/W2122902907","https://openalex.org/W2125551479","https://openalex.org/W2126468223","https://openalex.org/W2134043790","https://openalex.org/W2147389687","https://openalex.org/W2149604183","https://openalex.org/W2151739142","https://openalex.org/W2159525270","https://openalex.org/W2166182849","https://openalex.org/W2171464917","https://openalex.org/W2272088639","https://openalex.org/W2277881982","https://openalex.org/W2293356236","https://openalex.org/W2331215338","https://openalex.org/W2341761143","https://openalex.org/W2375518294","https://openalex.org/W2414791004","https://openalex.org/W2470355027","https://openalex.org/W2481330723","https://openalex.org/W2523141502","https://openalex.org/W2593238575","https://openalex.org/W2598304286","https://openalex.org/W2611897969","https://openalex.org/W2614522523","https://openalex.org/W2626094353","https://openalex.org/W2680742350","https://openalex.org/W2763076135","https://openalex.org/W2770031985","https://openalex.org/W2775725091","https://openalex.org/W2778243251","https://openalex.org/W2793393198","https://openalex.org/W2883567165","https://openalex.org/W2897068901","https://openalex.org/W2946578835","https://openalex.org/W2948938305","https://openalex.org/W2993156199","https://openalex.org/W2993548329"],"related_works":["https://openalex.org/W7109518651","https://openalex.org/W7035065732","https://openalex.org/W2352673109","https://openalex.org/W2004221525","https://openalex.org/W7052196465","https://openalex.org/W4413878186","https://openalex.org/W3199805366","https://openalex.org/W7048244394","https://openalex.org/W2272393128","https://openalex.org/W2548917038"],"abstract_inverted_index":{"Purpose":[0],"In":[1,56,84],"practice":[2],"and":[3,26,67,78,104,135,140,142,176,193,263,272,289,300,330],"in":[4,15,51,80,114,163,196,212,234,287],"literature,":[5,72,283],"logistics":[6,92,160,181,219,233,316],"service":[7,17,34,49,81,93,120,148,161,194,210],"quality":[8,35,50,94,121,162,211],"is":[9,243],"one":[10],"of":[11,24,33,41,45,54,70,76,91,116,119,147,166,170,178,191,201,209,218,226,230,281,296,309,313,327],"the":[12,22,27,39,46,52,71,74,97,112,123,133,197,227,231,238,282,297,310,314,325],"key":[13,117],"concepts":[14],"any":[16],"industry,":[18],"including":[19],"airlines.":[20,55,239],"However,":[21,240],"breadth":[23],"content":[25],"inconsistent":[28],"accounts":[29],"make":[30],"comprehensive":[31],"understanding":[32,159,208],"elusive,":[36],"thereby":[37,186],"necessitating":[38],"conduct":[40],"a":[42,64,144,155,164,188,270,278,332],"systematic":[43],"review":[44,145],"literature":[47],"on":[48,96,317],"context":[53,165,179],"doing":[57],"so,":[58],"this":[59,86,130,241],"study":[60,87,131,153],"aims":[61],"to":[62,110],"provide":[63],"clear,":[65],"consistent":[66,273],"current":[68,279],"overview":[69,280],"enabling":[73],"advancement":[75,286],"theory":[77,288],"research":[79,298,303],"quality.":[82,149],"Design/methodology/approach":[83],"particular,":[85],"presents":[88],"several":[89,246],"aspects":[90],"based":[95],"52":[98],"articles":[99],"reviewed":[100],"published":[101],"between":[102],"1993":[103],"2019.":[105],"Content":[106],"analysis":[107],"was":[108],"used":[109],"analyze":[111],"data":[113,262],"terms":[115],"attributes":[118],"from":[122],"selected":[124],"articles.":[125],"Findings":[126],"Following":[127],"an":[128,207,216],"analysis,":[129],"summarizes":[132],"antecedents":[134],"consequences,":[136],"along":[137],"with":[138,183,215],"mediators":[139],"moderators,":[141],"develops":[143],"framework":[146],"Research":[150],"limitations/implications":[151],"This":[152,267],"provides":[154,269,331],"starting":[156],"point":[157],"for":[158,334],"airline":[167,322],"where":[168],"choice":[169],"perspective":[171],"(at":[172],"three":[173],"different":[174],"perspectives)":[175],"framing":[177],"(where":[180],"interfaces":[182],"marketing":[184,192,213],"function,":[185],"ensuring":[187],"well-functiong":[189],"synthesis":[190],"activities":[195],"value":[198],"chain)":[199],"are":[200],"decisive":[202],"importance.":[203],"It":[204,291],"also":[205,292],"expands":[206],"field":[214],"integration":[217],"function":[220],"as":[221,223,259,275,277,321],"well":[222,276],"challenging":[224],"some":[225,308],"conventional":[228,311],"knowledge":[229,312],"applying":[232,255,315],"service-based":[235,318],"business":[236,319],"like":[237],"paper":[242,268],"restricted":[244],"by":[245],"limitations":[247],"that":[248],"must":[249],"be":[250],"taken":[251],"into":[252],"account":[253],"when":[254],"its":[256],"findings":[257],"such":[258,320],"context-specific":[260],"results,cross-sectional":[261],"recall":[264],"variables.":[265],"Originality/value":[266],"clear":[271],"concept,":[274],"which":[284,323],"enables":[285],"research.":[290],"reveals":[293],"theoretical":[294],"underpinnings":[295],"stream":[299],"outlines":[301],"future":[302,335],"directions.":[304],"Additionally,":[305],"it":[306],"challenges":[307],"broadens":[324],"scope":[326],"our":[328],"thinking":[329],"foundation":[333],"study.":[336]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":6},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":4}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2020-07-23T00:00:00"}