{"id":"https://openalex.org/W4244875414","doi":"https://doi.org/10.1016/s1067-5671(95)04025-0","title":"Service failure and recovery: Impact, attributes and process","display_name":"Service failure and recovery: Impact, attributes and process","publication_year":1995,"publication_date":"1995-01-01","ids":{"openalex":"https://openalex.org/W4244875414","doi":"https://doi.org/10.1016/s1067-5671(95)04025-0"},"language":"en","primary_location":{"id":"doi:10.1016/s1067-5671(95)04025-0","doi":"https://doi.org/10.1016/s1067-5671(95)04025-0","is_oa":false,"landing_page_url":"https://doi.org/10.1016/s1067-5671(95)04025-0","pdf_url":null,"source":{"id":"https://openalex.org/S1018530615","display_name":"Advances in services marketing and management","issn_l":"1067-5671","issn":["1067-5671"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["jufo-1"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Advances in Services Marketing and Management","raw_type":"book-chapter"},"volume":null,"type":"book-chapter","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/A5112194786","display_name":"Robert B. Johnston","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Robert Johnston","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5112194786"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":8.1449,"has_fulltext":false,"cited_by_count":117,"citation_normalized_percentile":{"value":0.97239537,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"211","last_page":"228"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"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":0.9994999766349792,"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/T11114","display_name":"Service and Product Innovation","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"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-failure","display_name":"service failure","score":0.9990000128746033},{"id":"https://openalex.org/keywords/service-recovery","display_name":"service recovery","score":0.7919999957084656},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.625},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.46000000834465027},{"id":"https://openalex.org/keywords/recovery-process","display_name":"recovery process","score":0.48899999260902405}],"concepts":[{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5447020530700684},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5135829448699951},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.47989022731781006},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.46732866764068604},{"id":"https://openalex.org/C200601418","wikidata":"https://www.wikidata.org/wiki/Q2193887","display_name":"Reliability engineering","level":1,"score":0.3525177836418152},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.333191454410553},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.20678216218948364},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.09724560379981995},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.07086697220802307}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1016/s1067-5671(95)04025-0","doi":"https://doi.org/10.1016/s1067-5671(95)04025-0","is_oa":false,"landing_page_url":"https://doi.org/10.1016/s1067-5671(95)04025-0","pdf_url":null,"source":{"id":"https://openalex.org/S1018530615","display_name":"Advances in services marketing and management","issn_l":"1067-5671","issn":["1067-5671"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["jufo-1"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Advances in Services Marketing and Management","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":36,"referenced_works":["https://openalex.org/W17805075","https://openalex.org/W180772265","https://openalex.org/W592915175","https://openalex.org/W653013339","https://openalex.org/W658231632","https://openalex.org/W1502649080","https://openalex.org/W1553186720","https://openalex.org/W1560880354","https://openalex.org/W1689771227","https://openalex.org/W1965761381","https://openalex.org/W1979522819","https://openalex.org/W1982356233","https://openalex.org/W1983046674","https://openalex.org/W1984338173","https://openalex.org/W1995561053","https://openalex.org/W2001532937","https://openalex.org/W2010427130","https://openalex.org/W2011854045","https://openalex.org/W2018491915","https://openalex.org/W2027436695","https://openalex.org/W2028184439","https://openalex.org/W2028809046","https://openalex.org/W2029758834","https://openalex.org/W2049362416","https://openalex.org/W2066531087","https://openalex.org/W2090014697","https://openalex.org/W2142325887","https://openalex.org/W2314778166","https://openalex.org/W2316110746","https://openalex.org/W2319191980","https://openalex.org/W2320579341","https://openalex.org/W2322174668","https://openalex.org/W2333954233","https://openalex.org/W4237765490","https://openalex.org/W4239320384","https://openalex.org/W6893069214"],"related_works":["https://openalex.org/W388911633","https://openalex.org/W2977108148","https://openalex.org/W2980967673","https://openalex.org/W3119685163","https://openalex.org/W2987855496","https://openalex.org/W2312780404","https://openalex.org/W2802694212","https://openalex.org/W4378882888","https://openalex.org/W3155819768","https://openalex.org/W3114337363"],"abstract_inverted_index":null,"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":5},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":4},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":5},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":8},{"year":2013,"cited_by_count":5},{"year":2012,"cited_by_count":8}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2022-05-12T00:00:00"}