{"id":"https://openalex.org/W4388599790","doi":"https://doi.org/10.1016/j.ijdrr.2023.104130","title":"Service recovery and innovation on customer satisfaction amidst massive typhoon-induced disruptions: The mediating role of SERVQUAL","display_name":"Service recovery and innovation on customer satisfaction amidst massive typhoon-induced disruptions: The mediating role of SERVQUAL","publication_year":2023,"publication_date":"2023-11-10","ids":{"openalex":"https://openalex.org/W4388599790","doi":"https://doi.org/10.1016/j.ijdrr.2023.104130"},"language":"en","primary_location":{"id":"doi:10.1016/j.ijdrr.2023.104130","doi":"https://doi.org/10.1016/j.ijdrr.2023.104130","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.ijdrr.2023.104130","pdf_url":null,"source":{"id":"https://openalex.org/S2764830010","display_name":"International Journal of Disaster Risk Reduction","issn_l":"2212-4209","issn":["2212-4209"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","dongbi-d","jufo-2","ki-jl-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"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":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Disaster Risk Reduction","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/A5014331437","display_name":"Donna Marie Rivero","orcid":"https://orcid.org/0009-0008-7457-5401","observed_orcids":["https://orcid.org/0009-0008-7457-5401"]},"institutions":[{"id":"https://openalex.org/I3133213403","display_name":"Cebu Technological University","ror":"https://ror.org/04x649j07","country_code":"PH","type":"education","lineage":["https://openalex.org/I3133213403"]}],"countries":["PH"],"is_corresponding":false,"raw_author_name":"Donna Marie Rivero","raw_affiliation_strings":["College of Technology, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Technology, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines","institution_ids":["https://openalex.org/I3133213403"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5079843008","display_name":"Roberto Suson","orcid":"https://orcid.org/0000-0003-0194-572X","observed_orcids":["https://orcid.org/0000-0003-0194-572X"]},"institutions":[{"id":"https://openalex.org/I3133213403","display_name":"Cebu Technological University","ror":"https://ror.org/04x649j07","country_code":"PH","type":"education","lineage":["https://openalex.org/I3133213403"]}],"countries":["PH"],"is_corresponding":false,"raw_author_name":"Roberto Suson","raw_affiliation_strings":["College of Education, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines"],"raw_orcid":"https://orcid.org/0000-0003-0194-572X","affiliations":[{"raw_affiliation_string":"College of Education, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines","institution_ids":["https://openalex.org/I3133213403"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5091965060","display_name":"Alma Arnejo","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I3133213403","display_name":"Cebu Technological University","ror":"https://ror.org/04x649j07","country_code":"PH","type":"education","lineage":["https://openalex.org/I3133213403"]}],"countries":["PH"],"is_corresponding":false,"raw_author_name":"Alma Arnejo","raw_affiliation_strings":["College of Technology at Carmen Campus, Cebu Technological University, R. M. Durano Avenue, Carmen, Cebu, 6005, Philippines"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Technology at Carmen Campus, Cebu Technological University, R. M. Durano Avenue, Carmen, Cebu, 6005, Philippines","institution_ids":["https://openalex.org/I3133213403"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5072989742","display_name":"Nadine May Atibing","orcid":"https://orcid.org/0000-0002-6131-472X","observed_orcids":["https://orcid.org/0000-0002-6131-472X"]},"institutions":[{"id":"https://openalex.org/I3133213403","display_name":"Cebu Technological University","ror":"https://ror.org/04x649j07","country_code":"PH","type":"education","lineage":["https://openalex.org/I3133213403"]}],"countries":["PH"],"is_corresponding":false,"raw_author_name":"Nadine May Atibing","raw_affiliation_strings":["Center for Applied Mathematics and Operations Research, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Center for Applied Mathematics and Operations Research, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines","institution_ids":["https://openalex.org/I3133213403"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5086291187","display_name":"Joerabell Lourdes Aro","orcid":"https://orcid.org/0000-0002-9955-4315","observed_orcids":["https://orcid.org/0000-0002-9955-4315"]},"institutions":[{"id":"https://openalex.org/I3133213403","display_name":"Cebu Technological University","ror":"https://ror.org/04x649j07","country_code":"PH","type":"education","lineage":["https://openalex.org/I3133213403"]}],"countries":["PH"],"is_corresponding":false,"raw_author_name":"Joerabell Lourdes Aro","raw_affiliation_strings":["Center for Applied Mathematics and Operations Research, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines"],"raw_orcid":"https://orcid.org/0000-0002-9955-4315","affiliations":[{"raw_affiliation_string":"Center for Applied Mathematics and Operations Research, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines","institution_ids":["https://openalex.org/I3133213403"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5009135158","display_name":"Charldy Wenceslao","orcid":"https://orcid.org/0009-0003-7056-6915","observed_orcids":["https://orcid.org/0009-0003-7056-6915"]},"institutions":[{"id":"https://openalex.org/I3133213403","display_name":"Cebu Technological University","ror":"https://ror.org/04x649j07","country_code":"PH","type":"education","lineage":["https://openalex.org/I3133213403"]}],"countries":["PH"],"is_corresponding":false,"raw_author_name":"Charldy Wenceslao","raw_affiliation_strings":["Center for Applied Mathematics and Operations Research, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Center for Applied Mathematics and Operations Research, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines","institution_ids":["https://openalex.org/I3133213403"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5074390351","display_name":"Angelo O. Burdeos","orcid":"https://orcid.org/0000-0002-0130-9494","observed_orcids":["https://orcid.org/0000-0002-0130-9494"]},"institutions":[{"id":"https://openalex.org/I617233","display_name":"University of San Carlos","ror":"https://ror.org/041jw5813","country_code":"PH","type":"education","lineage":["https://openalex.org/I617233"]}],"countries":["PH"],"is_corresponding":false,"raw_author_name":"Angelo Burdeos","raw_affiliation_strings":["Department of Business Administration, University of San Carlos, P. Del Rosario St., Cebu City, 6000, Philippines"],"raw_orcid":"https://orcid.org/0000-0002-0130-9494","affiliations":[{"raw_affiliation_string":"Department of Business Administration, University of San Carlos, P. Del Rosario St., Cebu City, 6000, Philippines","institution_ids":["https://openalex.org/I617233"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5063456169","display_name":"Kafferine D. Yamagishi","orcid":"https://orcid.org/0000-0002-0775-6156","observed_orcids":["https://orcid.org/0000-0002-0775-6156","https://orcid.org/0000-0002-5818-1081"]},"institutions":[{"id":"https://openalex.org/I3133213403","display_name":"Cebu Technological University","ror":"https://ror.org/04x649j07","country_code":"PH","type":"education","lineage":["https://openalex.org/I3133213403"]}],"countries":["PH"],"is_corresponding":false,"raw_author_name":"Kafferine Yamagishi","raw_affiliation_strings":["Center for Applied Mathematics and Operations Research, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines","Department of Tourism Management, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Center for Applied Mathematics and Operations Research, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines","institution_ids":["https://openalex.org/I3133213403"]},{"raw_affiliation_string":"Department of Tourism Management, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines","institution_ids":["https://openalex.org/I3133213403"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5079957984","display_name":"Lanndon A. Ocampo","orcid":"https://orcid.org/0000-0002-5050-7606","observed_orcids":["https://orcid.org/0000-0002-5050-7606"]},"institutions":[{"id":"https://openalex.org/I3133213403","display_name":"Cebu Technological University","ror":"https://ror.org/04x649j07","country_code":"PH","type":"education","lineage":["https://openalex.org/I3133213403"]}],"countries":["PH"],"is_corresponding":true,"raw_author_name":"Lanndon Ocampo","raw_affiliation_strings":["Center for Applied Mathematics and Operations Research, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines"],"raw_orcid":"https://orcid.org/0000-0002-5050-7606","affiliations":[{"raw_affiliation_string":"Center for Applied Mathematics and Operations Research, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines","institution_ids":["https://openalex.org/I3133213403"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5079957984"],"corresponding_institution_ids":["https://openalex.org/I3133213403"],"apc_list":{"value":2280,"currency":"USD","value_usd":2280},"apc_paid":null,"fwci":1.8767,"has_fulltext":false,"cited_by_count":12,"citation_normalized_percentile":{"value":0.87451794,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"99","issue":null,"first_page":"104130","last_page":"104130"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"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":0.9990000128746033,"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/T11114","display_name":"Service and Product Innovation","score":0.0006000000284984708,"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/T10747","display_name":"Disaster Management and Resilience","score":0.0,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"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/service-recovery","display_name":"service recovery","score":0.996999979019165},{"id":"https://openalex.org/keywords/service-innovation","display_name":"service innovation","score":0.9990000128746033},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9660000205039978},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.9980000257492065},{"id":"https://openalex.org/keywords/natural-disasters","display_name":"natural disasters","score":0.7739999890327454},{"id":"https://openalex.org/keywords/disaster-management","display_name":"disaster management","score":0.5490000247955322},{"id":"https://openalex.org/keywords/mediation","display_name":"mediation","score":0.47999998927116394},{"id":"https://openalex.org/keywords/debris-removal","display_name":"debris removal","score":0.5260000228881836},{"id":"https://openalex.org/keywords/service-restoration","display_name":"service restoration","score":0.5540000200271606},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.6050000190734863}],"concepts":[{"id":"https://openalex.org/C179420905","wikidata":"https://www.wikidata.org/wiki/Q223871","display_name":"Mediation","level":2,"score":0.7912400960922241},{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.7109639048576355},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5431439280509949},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4782658815383911},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.44037172198295593},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4297305941581726},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3916501998901367},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.35849517583847046},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.33476531505584717},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2610771656036377},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.10935285687446594},{"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/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1016/j.ijdrr.2023.104130","doi":"https://doi.org/10.1016/j.ijdrr.2023.104130","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.ijdrr.2023.104130","pdf_url":null,"source":{"id":"https://openalex.org/S2764830010","display_name":"International Journal of Disaster Risk Reduction","issn_l":"2212-4209","issn":["2212-4209"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","dongbi-d","jufo-2","ki-jl-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"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":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Disaster Risk Reduction","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":149,"referenced_works":["https://openalex.org/W54235218","https://openalex.org/W577635255","https://openalex.org/W1591013228","https://openalex.org/W1689771227","https://openalex.org/W1967609390","https://openalex.org/W1971020476","https://openalex.org/W1971440513","https://openalex.org/W1978587253","https://openalex.org/W1981904305","https://openalex.org/W1982822956","https://openalex.org/W1988050849","https://openalex.org/W1989444682","https://openalex.org/W1995031937","https://openalex.org/W1997422591","https://openalex.org/W2000380427","https://openalex.org/W2004649384","https://openalex.org/W2010225706","https://openalex.org/W2010614377","https://openalex.org/W2011709099","https://openalex.org/W2021606694","https://openalex.org/W2026368098","https://openalex.org/W2036546876","https://openalex.org/W2037491405","https://openalex.org/W2038702827","https://openalex.org/W2042077375","https://openalex.org/W2045318310","https://openalex.org/W2057643324","https://openalex.org/W2062257149","https://openalex.org/W2082914317","https://openalex.org/W2092836187","https://openalex.org/W2095576256","https://openalex.org/W2104719746","https://openalex.org/W2105846236","https://openalex.org/W2115467965","https://openalex.org/W2117799311","https://openalex.org/W2131568786","https://openalex.org/W2170770732","https://openalex.org/W2226108100","https://openalex.org/W2261084531","https://openalex.org/W2339020020","https://openalex.org/W2341349783","https://openalex.org/W2378718483","https://openalex.org/W2408331886","https://openalex.org/W2417760852","https://openalex.org/W2423626861","https://openalex.org/W2425102595","https://openalex.org/W2466395019","https://openalex.org/W2519445520","https://openalex.org/W2540169294","https://openalex.org/W2557407288","https://openalex.org/W2563439854","https://openalex.org/W2573616360","https://openalex.org/W2588422084","https://openalex.org/W2607963527","https://openalex.org/W2617181891","https://openalex.org/W2745341073","https://openalex.org/W2745565103","https://openalex.org/W2766737604","https://openalex.org/W2771911973","https://openalex.org/W2783156170","https://openalex.org/W2783704787","https://openalex.org/W2784833400","https://openalex.org/W2792512353","https://openalex.org/W2795850926","https://openalex.org/W2802600925","https://openalex.org/W2804671564","https://openalex.org/W2808845928","https://openalex.org/W2836852120","https://openalex.org/W2850635687","https://openalex.org/W2872277550","https://openalex.org/W2885369641","https://openalex.org/W2886398863","https://openalex.org/W2886539719","https://openalex.org/W2887361442","https://openalex.org/W2896184092","https://openalex.org/W2896298032","https://openalex.org/W2899006479","https://openalex.org/W2901137583","https://openalex.org/W2901240514","https://openalex.org/W2902782648","https://openalex.org/W2908182657","https://openalex.org/W2908909469","https://openalex.org/W2909755137","https://openalex.org/W2911255499","https://openalex.org/W2911707707","https://openalex.org/W2911899841","https://openalex.org/W2912677132","https://openalex.org/W2912955176","https://openalex.org/W2917110949","https://openalex.org/W2923633327","https://openalex.org/W2936870102","https://openalex.org/W2941301354","https://openalex.org/W2945343630","https://openalex.org/W2952141047","https://openalex.org/W2955733842","https://openalex.org/W2955985812","https://openalex.org/W2957223733","https://openalex.org/W2961136656","https://openalex.org/W2965581165","https://openalex.org/W2966682415","https://openalex.org/W2966860299","https://openalex.org/W2981157894","https://openalex.org/W2982721283","https://openalex.org/W2986417534","https://openalex.org/W2991476521","https://openalex.org/W3005281253","https://openalex.org/W3007780349","https://openalex.org/W3012766751","https://openalex.org/W3013805585","https://openalex.org/W3017055080","https://openalex.org/W3021188075","https://openalex.org/W3025519692","https://openalex.org/W3033085130","https://openalex.org/W3037043502","https://openalex.org/W3046096076","https://openalex.org/W3047381571","https://openalex.org/W3083086607","https://openalex.org/W3092092284","https://openalex.org/W3118482354","https://openalex.org/W3122877168","https://openalex.org/W3132408235","https://openalex.org/W3140593190","https://openalex.org/W3157133872","https://openalex.org/W3158262676","https://openalex.org/W3172626060","https://openalex.org/W3180230495","https://openalex.org/W3186527565","https://openalex.org/W3188974962","https://openalex.org/W3199773237","https://openalex.org/W3200802373","https://openalex.org/W3211574163","https://openalex.org/W4220698385","https://openalex.org/W4223646708","https://openalex.org/W4233356755","https://openalex.org/W4235678817","https://openalex.org/W4247165517","https://openalex.org/W4289745071","https://openalex.org/W4295007919","https://openalex.org/W4298004815","https://openalex.org/W4299398762","https://openalex.org/W4310066486","https://openalex.org/W4311755526","https://openalex.org/W4313251085","https://openalex.org/W4376874619","https://openalex.org/W4402114241","https://openalex.org/W6748012894","https://openalex.org/W6769808097","https://openalex.org/W6799536764","https://openalex.org/W6841597669"],"related_works":["https://openalex.org/W4376874619","https://openalex.org/W2247627839","https://openalex.org/W2358939899","https://openalex.org/W4415198744","https://openalex.org/W3013539810","https://openalex.org/W2906707290","https://openalex.org/W2132304236","https://openalex.org/W2885322551","https://openalex.org/W2025266568","https://openalex.org/W2980970557"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":5},{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2023-11-12T00:00:00"}