{"id":"https://openalex.org/W4391908975","doi":"https://doi.org/10.4236/jssm.2024.171002","title":"Improving Service Quality in the Fast-Food Service Industry","display_name":"Improving Service Quality in the Fast-Food Service Industry","publication_year":2024,"publication_date":"2024-01-01","ids":{"openalex":"https://openalex.org/W4391908975","doi":"https://doi.org/10.4236/jssm.2024.171002"},"language":"en","primary_location":{"id":"doi:10.4236/jssm.2024.171002","doi":"https://doi.org/10.4236/jssm.2024.171002","is_oa":true,"landing_page_url":"https://doi.org/10.4236/jssm.2024.171002","pdf_url":"http://www.scirp.org/journal/PaperDownload.aspx?paperID=131183","source":{"id":"https://openalex.org/S186483588","display_name":"Journal of Service Science and Management","issn_l":"1940-9893","issn":["1940-9893","1940-9907"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310320480","host_organization_name":"Scientific Research Publishing","host_organization_lineage":["https://openalex.org/P4310320480"],"host_organization_lineage_names":["Scientific Research Publishing"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Service Science and Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"http://www.scirp.org/journal/PaperDownload.aspx?paperID=131183","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5093948785","display_name":"Bankole Kumolu-Johnson","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I157417397","display_name":"Bowling Green State University","ror":"https://ror.org/00ay7va13","country_code":"US","type":"education","lineage":["https://openalex.org/I157417397"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Bankole Kumolu-Johnson","raw_affiliation_strings":["School of Educational Foundations, Leadership and Policy, Bowling Green State University (BGSU), Bowling Green, Ohio, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Educational Foundations, Leadership and Policy, Bowling Green State University (BGSU), Bowling Green, Ohio, USA","institution_ids":["https://openalex.org/I157417397"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5093948785"],"corresponding_institution_ids":["https://openalex.org/I157417397"],"apc_list":null,"apc_paid":null,"fwci":12.4495,"has_fulltext":true,"cited_by_count":25,"citation_normalized_percentile":{"value":0.98653018,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":96,"max":100},"biblio":{"volume":"17","issue":"01","first_page":"55","last_page":"74"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9976000189781189,"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":0.9976000189781189,"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/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.000699999975040555,"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":0.00039999998989515007,"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/service-quality","display_name":"service quality","score":0.9729999899864197},{"id":"https://openalex.org/keywords/fast-food-industry","display_name":"fast food industry","score":0.9660000205039978},{"id":"https://openalex.org/keywords/servqual-dimensions","display_name":"SERVQUAL dimensions","score":0.9340000152587891},{"id":"https://openalex.org/keywords/employee-training","display_name":"employee training","score":0.9350000023841858},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.824999988079071},{"id":"https://openalex.org/keywords/emotional-labor","display_name":"emotional labor","score":0.8050000071525574},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.6639999747276306},{"id":"https://openalex.org/keywords/self-service-technology","display_name":"self-service technology","score":0.6620000004768372},{"id":"https://openalex.org/keywords/mobile-ordering","display_name":"mobile ordering","score":0.6380000114440918},{"id":"https://openalex.org/keywords/food-consistency","display_name":"food consistency","score":0.4659999907016754},{"id":"https://openalex.org/keywords/service-speed","display_name":"service speed","score":0.7089999914169312}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6057010889053345},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5932500958442688},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.509133517742157},{"id":"https://openalex.org/C2991980166","wikidata":"https://www.wikidata.org/wiki/Q41958","display_name":"Food service","level":2,"score":0.4825827181339264},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4607788920402527},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4079132676124573},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3917701542377472},{"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}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.4236/jssm.2024.171002","doi":"https://doi.org/10.4236/jssm.2024.171002","is_oa":true,"landing_page_url":"https://doi.org/10.4236/jssm.2024.171002","pdf_url":"http://www.scirp.org/journal/PaperDownload.aspx?paperID=131183","source":{"id":"https://openalex.org/S186483588","display_name":"Journal of Service Science and Management","issn_l":"1940-9893","issn":["1940-9893","1940-9907"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310320480","host_organization_name":"Scientific Research Publishing","host_organization_lineage":["https://openalex.org/P4310320480"],"host_organization_lineage_names":["Scientific Research Publishing"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Service Science and Management","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.4236/jssm.2024.171002","doi":"https://doi.org/10.4236/jssm.2024.171002","is_oa":true,"landing_page_url":"https://doi.org/10.4236/jssm.2024.171002","pdf_url":"http://www.scirp.org/journal/PaperDownload.aspx?paperID=131183","source":{"id":"https://openalex.org/S186483588","display_name":"Journal of Service Science and Management","issn_l":"1940-9893","issn":["1940-9893","1940-9907"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310320480","host_organization_name":"Scientific Research Publishing","host_organization_lineage":["https://openalex.org/P4310320480"],"host_organization_lineage_names":["Scientific Research Publishing"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Service Science and Management","raw_type":"journal-article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4391908975.pdf","grobid_xml":"https://content.openalex.org/works/W4391908975.grobid-xml"},"referenced_works_count":38,"referenced_works":["https://openalex.org/W76708421","https://openalex.org/W362438113","https://openalex.org/W595889810","https://openalex.org/W1536661041","https://openalex.org/W1585382938","https://openalex.org/W1854335913","https://openalex.org/W1968405328","https://openalex.org/W1970551484","https://openalex.org/W1975921956","https://openalex.org/W1978877543","https://openalex.org/W2016288967","https://openalex.org/W2018657152","https://openalex.org/W2029102682","https://openalex.org/W2036862235","https://openalex.org/W2041204043","https://openalex.org/W2114780684","https://openalex.org/W2115030450","https://openalex.org/W2160549107","https://openalex.org/W2182062341","https://openalex.org/W2340370541","https://openalex.org/W2498719657","https://openalex.org/W2526512764","https://openalex.org/W2605120451","https://openalex.org/W2806035446","https://openalex.org/W2988471088","https://openalex.org/W2997747130","https://openalex.org/W3014426942","https://openalex.org/W3015766458","https://openalex.org/W3018608005","https://openalex.org/W3033668954","https://openalex.org/W3048918929","https://openalex.org/W3190024927","https://openalex.org/W4378072092","https://openalex.org/W6634625532","https://openalex.org/W6756242382","https://openalex.org/W6815061375","https://openalex.org/W7030046268","https://openalex.org/W7048562408"],"related_works":["https://openalex.org/W7160404179","https://openalex.org/W2152564127","https://openalex.org/W2004850976","https://openalex.org/W2022146357","https://openalex.org/W2173081480","https://openalex.org/W1483986168","https://openalex.org/W4414615631","https://openalex.org/W7219816816","https://openalex.org/W810114441","https://openalex.org/W7217068728"],"abstract_inverted_index":{"The":[0],"fast-food":[1,51,66,85,238],"service":[2,27,45,60,87,99,167,232],"industry":[3],"in":[4,47,119,143,165,252],"the":[5,48,58,65,180,206],"United":[6,49],"States":[7,50],"is":[8,93],"highly":[9],"competitive,":[10],"with":[11],"numerous":[12],"players":[13],"contending":[14],"for":[15,43,81,97,209],"consumer":[16],"attention":[17],"and":[18,32,34,41,74,83,91,107,115,133,137,146,156,175,182,191,200,205,213,226,245,255],"loyalty.":[19],"In":[20,193,217],"this":[21],"context,":[22],"businesses":[23],"must":[24],"provide":[25,78,113],"exceptional":[26],"quality":[28,46,61,152],"to":[29,64,231],"differentiate":[30,241],"themselves,":[31],"attract,":[33],"retain":[35],"consumers.":[36],"This":[37,53],"abstract":[38],"examines":[39],"strategies":[40],"approaches":[42],"enhancing":[44,84,166],"industry.":[52],"study":[54],"begins":[55],"by":[56],"identifying":[57],"key":[59],"dimensions":[62,77],"pertinent":[63],"industry,":[67],"such":[68],"as":[69],"responsiveness,":[70],"dependability,":[71],"tangibles,":[72],"empathy,":[73],"assurance.":[75],"These":[76],"a":[79],"framework":[80],"evaluating":[82],"establishments\u2019":[86],"quality.":[88,100,168,233],"Employee":[89],"training":[90],"development":[92],"an":[94,162],"essential":[95],"strategy":[96],"improving":[98],"Staff":[101],"members":[102],"who":[103],"are":[104],"well-trained,":[105],"knowledgeable,":[106],"possess":[108],"outstanding":[109],"interpersonal":[110],"skills":[111],"can":[112,178,197,240],"efficient":[114],"personalized":[116,214],"service,":[117,225],"resulting":[118,251],"increased":[120],"customer":[121,215,248],"satisfaction.":[122],"Training":[123],"programs":[124],"should":[125],"emphasize":[126],"product":[127],"knowledge,":[128],"communication":[129,199],"skills,":[130],"conflict":[131],"resolution,":[132],"customer-centricity,":[134],"leadership":[135],"potential":[136],"dynamics":[138],"of":[139,158,184,224],"emotional":[140],"labor":[141],"play":[142,161],"employee":[144],"engagement":[145],"satisfaction":[147],"among":[148],"other":[149],"factors.":[150],"Service":[151],"post":[153],"Covid-19":[154],"pandemic":[155],"integration":[157],"technology":[159],"also":[160],"important":[163],"role":[164],"Implementing":[169],"user-friendly":[170],"ordering":[171],"systems,":[172],"self-service":[173],"terminals,":[174],"mobile":[176],"applications":[177],"increase":[179],"speed":[181,223],"accuracy":[183],"order":[185],"processing,":[186],"thereby":[187],"minimizing":[188],"wait":[189],"times":[190],"errors.":[192],"addition,":[194],"digital":[195],"platforms":[196],"facilitate":[198],"feedback":[201],"exchange":[202],"between":[203],"consumers":[204],"business,":[207],"allowing":[208],"prompt":[210],"problem":[211],"resolution":[212],"engagement.":[216],"summary,":[218],"price,":[219],"courteousness,":[220],"cleanliness,":[221],"care,":[222],"food":[227],"consistency":[228],"all":[229],"contribute":[230],"By":[234],"prioritizing":[235],"these":[236],"strategies,":[237],"restaurants":[239],"themselves":[242],"from":[243],"rivals":[244],"cultivate":[246],"long-term":[247],"loyalty,":[249],"ultimately":[250],"business":[253],"expansion":[254],"success.":[256]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":19},{"year":2024,"cited_by_count":3}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2024-02-18T00:00:00"}
