{"id":"https://openalex.org/W4234586802","doi":"https://doi.org/10.18260/1-2--2469","title":"Measuring Customer Perceptions: A Follow Up Collaborative Project Conducted By Students For A Midwest Trucking Company","display_name":"Measuring Customer Perceptions: A Follow Up Collaborative Project Conducted By Students For A Midwest Trucking Company","publication_year":2020,"publication_date":"2020-09-03","ids":{"openalex":"https://openalex.org/W4234586802","doi":"https://doi.org/10.18260/1-2--2469"},"language":"en","primary_location":{"id":"doi:10.18260/1-2--2469","doi":"https://doi.org/10.18260/1-2--2469","is_oa":false,"landing_page_url":"https://doi.org/10.18260/1-2--2469","pdf_url":null,"source":{"id":"https://openalex.org/S4306497767","display_name":"ASEE Annual Conference & Exposition","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2007 Annual Conference &amp; Exposition Proceedings","raw_type":"proceedings-article"},"volume":null,"type":"conference-paper","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/A5010321714","display_name":"Sorraya Khiewnavawongsa","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I219193219","display_name":"Purdue University West Lafayette","ror":"https://ror.org/02dqehb95","country_code":"US","type":"education","lineage":["https://openalex.org/I219193219"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Sorraya Khiewnavawongsa","raw_affiliation_strings":["Purdue University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Purdue University","institution_ids":["https://openalex.org/I219193219"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5002004128","display_name":"Kathryne Newton","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I219193219","display_name":"Purdue University West Lafayette","ror":"https://ror.org/02dqehb95","country_code":"US","type":"education","lineage":["https://openalex.org/I219193219"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Kathryne Newton","raw_affiliation_strings":["Purdue University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Purdue University","institution_ids":["https://openalex.org/I219193219"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5042175683","display_name":"Edie Schmidt","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I219193219","display_name":"Purdue University West Lafayette","ror":"https://ror.org/02dqehb95","country_code":"US","type":"education","lineage":["https://openalex.org/I219193219"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Edie Schmidt","raw_affiliation_strings":["Purdue University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Purdue University","institution_ids":["https://openalex.org/I219193219"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5020797436","display_name":"Patrick A. Green","orcid":"https://orcid.org/0000-0002-4805-7298","observed_orcids":["https://orcid.org/0000-0002-4805-7298"]},"institutions":[{"id":"https://openalex.org/I219193219","display_name":"Purdue University West Lafayette","ror":"https://ror.org/02dqehb95","country_code":"US","type":"education","lineage":["https://openalex.org/I219193219"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Patrick Green","raw_affiliation_strings":["Purdue University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Purdue University","institution_ids":["https://openalex.org/I219193219"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I219193219"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"12.1041.1","last_page":"12.1041.12"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9160000085830688,"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":0.9160000085830688,"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/T12671","display_name":"Management and Marketing Education","score":0.018300000578165054,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11806","display_name":"Service-Learning and Community Engagement","score":0.0066999997943639755,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/consumer-perception","display_name":"consumer perception","score":0.8650000095367432},{"id":"https://openalex.org/keywords/trucking-industry","display_name":"trucking industry","score":0.8460000157356262},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.8650000095367432},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.7799999713897705},{"id":"https://openalex.org/keywords/university-industry-collaboration","display_name":"university-industry collaboration","score":0.8410000205039978},{"id":"https://openalex.org/keywords/critical-success-factors","display_name":"success factors","score":0.8410000205039978},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.4860000014305115},{"id":"https://openalex.org/keywords/follow-up-study","display_name":"follow-up study","score":0.597000002861023},{"id":"https://openalex.org/keywords/customer-service-improvement","display_name":"customer service improvement","score":0.460999995470047},{"id":"https://openalex.org/keywords/purdue-university","display_name":"Purdue University","score":0.4129999876022339},{"id":"https://openalex.org/keywords/graduate-students","display_name":"graduate students","score":0.3050000071525574}],"concepts":[{"id":"https://openalex.org/C39896193","wikidata":"https://www.wikidata.org/wiki/Q380344","display_name":"Descriptive statistics","level":2,"score":0.5829488039016724},{"id":"https://openalex.org/C2776436953","wikidata":"https://www.wikidata.org/wiki/Q5163215","display_name":"Consistency (knowledge bases)","level":2,"score":0.551295816898346},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5373936891555786},{"id":"https://openalex.org/C136197465","wikidata":"https://www.wikidata.org/wiki/Q1729295","display_name":"Variety (cybernetics)","level":2,"score":0.45557987689971924},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.43127819895744324},{"id":"https://openalex.org/C87156501","wikidata":"https://www.wikidata.org/wiki/Q7268708","display_name":"Qualitative property","level":2,"score":0.4260699450969696},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4249236583709717},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.423905611038208},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.41640955209732056},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.41141799092292786},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4077299237251282},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3808707296848297},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.3036295771598816},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.22041141986846924},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.13361281156539917},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.18260/1-2--2469","doi":"https://doi.org/10.18260/1-2--2469","is_oa":false,"landing_page_url":"https://doi.org/10.18260/1-2--2469","pdf_url":null,"source":{"id":"https://openalex.org/S4306497767","display_name":"ASEE Annual Conference & Exposition","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2007 Annual Conference &amp; Exposition Proceedings","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Quality education","id":"https://metadata.un.org/sdg/4","score":0.4156000018119812}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":4,"referenced_works":["https://openalex.org/W2003402663","https://openalex.org/W2023294597","https://openalex.org/W2469708768","https://openalex.org/W2602430959"],"related_works":["https://openalex.org/W2608202677","https://openalex.org/W2553901686","https://openalex.org/W3170700944","https://openalex.org/W2734333667","https://openalex.org/W7144159951","https://openalex.org/W3140235675","https://openalex.org/W7001346843","https://openalex.org/W2895078402","https://openalex.org/W3110536212","https://openalex.org/W1510989101"],"abstract_inverted_index":{"Abstract":[0,19],"NOTE:":[1],"The":[2,35,45,60,90,117,193,250,276],"first":[3,91,186],"page":[4],"of":[5,16,25,32,62,70,83,138,149,191,252,278,280,297,417,436,496,500],"text":[6],"has":[7,263],"been":[8],"automatically":[9],"extracted":[10],"and":[11,48,56,78,88,112,125,128,140,201,203,223,247,267,304,507],"included":[12],"below":[13],"in":[14,95,110,115,243,270,287,329,353,397,427,444,484],"lieu":[15],"an":[17,75,475],"abstract":[18],"Companies":[20],"are":[21,387],"recognizing":[22],"the":[23,43,68,81,107,113,146,150,155,160,165,174,182,185,214,221,224,229,234,236,240,245,261,281,295,298,301,310,330,333,337,354,378,398,401,418,431,440,456,493,497,514],"benefits":[24,296],"working":[26],"with":[27,74,409,450,477],"universities":[28],"on":[29],"a":[30,71,136,317,323,326,360,370,383,404,410,434,463,478,501,505,509],"variety":[31],"collaborative":[33],"projects.":[34],"benefits,":[36],"however,":[37],"accrue":[38],"to":[39,66,79,97,102,131,158,164,177,187,219,227,258,272,389,430,481],"more":[40,340,351],"than":[41],"just":[42],"companies.":[44],"students,":[46,127],"faculty,":[47],"companies":[49],"all":[50],"benefit":[51,82],"from":[52,239,309,372],"such":[53],"partnerships,":[54],"educationally":[55],"economically.":[57],"1,":[58],"5":[59],"purpose":[61],"this":[63,253,453,485,490],"paper":[64,212,291],"is":[65,145],"share":[67],"results":[69,251,279],"follow-up":[72,147],"study":[73,92,144,254],"industry":[76,109,305],"partner,":[77],"validate":[80],"collaboration":[84,457],"between":[85],"educational":[86,302],"institute":[87,303],"industry.":[89,356],"was":[93,119,129,162,195,217,339,349,454],"implemented":[94],"2005":[96],"identify":[98],"customer":[99,133,248,268,274,343,366],"perceptions":[100],"related":[101],"key":[103],"success":[104],"factors":[105],"for":[106,189,208,325,433,489],"trucking":[108,327,355],"general":[111],"company":[114,237,262,328,338,405,441],"particular.":[116],"survey":[118,161,170,194,222,371,379],"conducted":[120,322,381],"by":[121,197,368,382],"Purdue":[122,318,414,423,445,460],"University":[123,319,424,446,461],"senior":[124],"graduate":[126,320,464],"designed":[130],"collect":[132],"responses":[134],"rating":[135],"combination":[137],"qualitative":[139],"quantitative":[141],"questions.":[142],"This":[143,211,290],"project":[148,242,324,361],"previous":[151,166,241],"study.6":[152],"For":[153],"consistency,":[154],"methodology":[156,225],"used":[157,176,207,218,226],"conduct":[159],"similar":[163],"study.":[167],"Although":[168],"some":[169],"questions":[171,175],"were":[172,180,206],"adapted,":[173],"rate":[178],"performance":[179],"kept":[181],"same":[183,402],"as":[184],"allow":[188],"comparison":[190,277],"results.":[192,399],"completed":[196],"telephone":[198],"interview,":[199],"fax,":[200],"email,":[202],"descriptive":[204],"statistics":[205],"data":[209],"analysis.":[210],"describes":[213,233],"process":[215],"that":[216,260,347,377],"develop":[220],"implement":[228],"survey.":[230],"It":[231],"also":[232,293],"advantages":[235],"gained":[238],"improving":[244,364],"operation":[246,266],"service.":[249,344],"will":[255,284,292],"be":[256,285,380,390,487],"shown":[257,286],"verify":[259],"improved":[264],"their":[265,365],"service":[269,348],"efforts":[271],"improve":[273],"satisfaction.":[275],"two":[282],"studies":[283],"graphic":[288],"format.":[289],"delineate":[294],"project;":[299,452],"both":[300],"partner":[306],"have":[307,394],"benefited":[308],"collaboration.":[311],"Introduction":[312],"Background":[313],"In":[314],"spring":[315],"2005,":[316],"course":[321,466],"Midwest.":[331],"Recently,":[332],"management":[334],"team":[335],"at":[336,363,413,422],"concerned":[341],"about":[342],"They":[345,375],"realized":[346],"becoming":[350],"important":[352],"Therefore,":[357],"they":[358,393],"initiated":[359],"aiming":[362],"services":[367],"conducting":[369],"current":[373],"customers.":[374],"preferred":[376],"third":[384],"party,":[385],"which":[386],"likely":[388],"impartial":[391],"because":[392],"no":[395],"stake":[396],"At":[400],"time,":[403],"had":[406,474],"close":[407],"contact":[408],"faculty":[411,443,479],"member":[412,480],"University.":[415],"Faculty":[416],"Industrial":[419],"Technology":[420],"Department":[421],"brought":[425],"students":[426,483],"several":[428],"classes":[429],"plant":[432],"tour":[435],"operations.":[437],"After":[438],"that,":[439],"contacted":[442],"seeking":[447],"possible":[448],"assistance":[449],"small":[451],"how":[455],"started.":[458],"Simultaneously,":[459],"offered":[462],"level":[465],"titled":[467],"Global":[468],"Supply":[469],"Chain":[470],"Management.":[471],"Celadon\u2019s":[472],"administrator":[473],"agreement":[476],"let":[482],"class":[486,506],"responsible":[488],"project.":[491],"About":[492],"second":[494],"week":[495],"semester,":[498],"one":[499],"company\u2019s":[502],"administrators":[503],"visited":[504],"introduced":[508],"company.":[510],"He":[511],"explained":[512],"what":[513]},"counts_by_year":[],"updated_date":"2026-10-06T10:28:23.643775","created_date":"2022-05-12T00:00:00"}
