{"id":"https://openalex.org/W58237497","doi":null,"title":"On the meaning of customer satisfaction : A study in the context of retail banking","display_name":"On the meaning of customer satisfaction : A study in the context of retail banking","publication_year":2008,"publication_date":"2008-01-01","ids":{"openalex":"https://openalex.org/W58237497","mag":"58237497"},"language":"en","primary_location":{"id":"pmh:uvt:oai:tilburguniversity.edu:publications/c94c8b71-22f2-4270-93eb-aca673f21b64","doi":null,"is_oa":true,"landing_page_url":"https://research.tilburguniversity.edu/en/publications/c94c8b71-22f2-4270-93eb-aca673f21b64","pdf_url":null,"source":{"id":"https://openalex.org/S4306401843","display_name":"Data Archiving and Networked Services (DANS)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1322597698","host_organization_name":"Royal Netherlands Academy of Arts and Sciences","host_organization_lineage":["https://openalex.org/I1322597698"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"info:eu-repo/semantics/doctoralthesis"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://research.tilburguniversity.edu/en/publications/c94c8b71-22f2-4270-93eb-aca673f21b64","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5070967020","display_name":"Maarten Terpstra","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Maarten Terpstra","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5070967020"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":4,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9984999895095825,"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":0.9984999895095825,"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/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health 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"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/retail-banking","display_name":"retail banking","score":0.9490000009536743},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.421999990940094}],"concepts":[{"id":"https://openalex.org/C2780876879","wikidata":"https://www.wikidata.org/wiki/Q3054749","display_name":"Meaning (existential)","level":2,"score":0.6760499477386475},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6073286533355713},{"id":"https://openalex.org/C156152238","wikidata":"https://www.wikidata.org/wiki/Q1548025","display_name":"Retail banking","level":2,"score":0.5959569811820984},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5759721398353577},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5439761281013489},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5427700281143188},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.3944344222545624},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.27381837368011475},{"id":"https://openalex.org/C95457728","wikidata":"https://www.wikidata.org/wiki/Q309","display_name":"History","level":0,"score":0.18798118829727173},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C542102704","wikidata":"https://www.wikidata.org/wiki/Q183257","display_name":"Psychotherapist","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:uvt:oai:tilburguniversity.edu:publications/c94c8b71-22f2-4270-93eb-aca673f21b64","doi":null,"is_oa":true,"landing_page_url":"https://research.tilburguniversity.edu/en/publications/c94c8b71-22f2-4270-93eb-aca673f21b64","pdf_url":null,"source":{"id":"https://openalex.org/S4306401843","display_name":"Data Archiving and Networked Services (DANS)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1322597698","host_organization_name":"Royal Netherlands Academy of Arts and Sciences","host_organization_lineage":["https://openalex.org/I1322597698"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"info:eu-repo/semantics/doctoralthesis"},{"id":"mag:58237497","doi":null,"is_oa":false,"landing_page_url":"https://pure.uvt.nl/ws/files/1039828/Proefschrift_Maarten_Terpstra_141108.pdf","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:uvt:oai:tilburguniversity.edu:publications/c94c8b71-22f2-4270-93eb-aca673f21b64","doi":null,"is_oa":true,"landing_page_url":"https://research.tilburguniversity.edu/en/publications/c94c8b71-22f2-4270-93eb-aca673f21b64","pdf_url":null,"source":{"id":"https://openalex.org/S4306401843","display_name":"Data Archiving and Networked Services (DANS)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1322597698","host_organization_name":"Royal Netherlands Academy of Arts and Sciences","host_organization_lineage":["https://openalex.org/I1322597698"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"info:eu-repo/semantics/doctoralthesis"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":139,"referenced_works":["https://openalex.org/W202959520","https://openalex.org/W288850694","https://openalex.org/W303776967","https://openalex.org/W1486839280","https://openalex.org/W1491087240","https://openalex.org/W1498608976","https://openalex.org/W1506094892","https://openalex.org/W1511832242","https://openalex.org/W1540596182","https://openalex.org/W1561463795","https://openalex.org/W1574378514","https://openalex.org/W1580915421","https://openalex.org/W1583372272","https://openalex.org/W1593594222","https://openalex.org/W1594945480","https://openalex.org/W1680842844","https://openalex.org/W1689771227","https://openalex.org/W1825555684","https://openalex.org/W1964052265","https://openalex.org/W1964218847","https://openalex.org/W1964755320","https://openalex.org/W1965433465","https://openalex.org/W1965471555","https://openalex.org/W1965574139","https://openalex.org/W1970341008","https://openalex.org/W1972557675","https://openalex.org/W1973774762","https://openalex.org/W1979242274","https://openalex.org/W1979522819","https://openalex.org/W1982115278","https://openalex.org/W1984129164","https://openalex.org/W1985771617","https://openalex.org/W1986551946","https://openalex.org/W1989528006","https://openalex.org/W1990158529","https://openalex.org/W1991623719","https://openalex.org/W1997223225","https://openalex.org/W2001220364","https://openalex.org/W2001916972","https://openalex.org/W2002885467","https://openalex.org/W2003402741","https://openalex.org/W2004135211","https://openalex.org/W2004845716","https://openalex.org/W2008535554","https://openalex.org/W2010398643","https://openalex.org/W2010427130","https://openalex.org/W2011677878","https://openalex.org/W2015254738","https://openalex.org/W2020421105","https://openalex.org/W2022720617","https://openalex.org/W2024509488","https://openalex.org/W2025926893","https://openalex.org/W2026193035","https://openalex.org/W2026368098","https://openalex.org/W2028184439","https://openalex.org/W2028809046","https://openalex.org/W2028829385","https://openalex.org/W2036376382","https://openalex.org/W2043558955","https://openalex.org/W2044376291","https://openalex.org/W2044758663","https://openalex.org/W2046491831","https://openalex.org/W2047598154","https://openalex.org/W2056930330","https://openalex.org/W2059334100","https://openalex.org/W2061659318","https://openalex.org/W2062182591","https://openalex.org/W2062343627","https://openalex.org/W2062530052","https://openalex.org/W2066061252","https://openalex.org/W2069288460","https://openalex.org/W2070054856","https://openalex.org/W2071003106","https://openalex.org/W2072371179","https://openalex.org/W2073635657","https://openalex.org/W2078268767","https://openalex.org/W2083899888","https://openalex.org/W2089544520","https://openalex.org/W2090014697","https://openalex.org/W2090597793","https://openalex.org/W2092220677","https://openalex.org/W2093332920","https://openalex.org/W2094013842","https://openalex.org/W2094439750","https://openalex.org/W2100364052","https://openalex.org/W2100813809","https://openalex.org/W2101364001","https://openalex.org/W2101369668","https://openalex.org/W2102239289","https://openalex.org/W2102467277","https://openalex.org/W2104822032","https://openalex.org/W2106772961","https://openalex.org/W2106945712","https://openalex.org/W2109174512","https://openalex.org/W2111095327","https://openalex.org/W2117260320","https://openalex.org/W2117809953","https://openalex.org/W2122621931","https://openalex.org/W2127374659","https://openalex.org/W2132218683","https://openalex.org/W2134325158","https://openalex.org/W2137247419","https://openalex.org/W2141730267","https://openalex.org/W2142295476","https://openalex.org/W2146360662","https://openalex.org/W2154597923","https://openalex.org/W2155062105","https://openalex.org/W2155591630","https://openalex.org/W2156267802","https://openalex.org/W2156867576","https://openalex.org/W2156948047","https://openalex.org/W2159116815","https://openalex.org/W2159306398","https://openalex.org/W2160431180","https://openalex.org/W2162928770","https://openalex.org/W2164921059","https://openalex.org/W2164942343","https://openalex.org/W2167592169","https://openalex.org/W2170081377","https://openalex.org/W2311013832","https://openalex.org/W2317874844","https://openalex.org/W2322584079","https://openalex.org/W2324693856","https://openalex.org/W2327975117","https://openalex.org/W2333954233","https://openalex.org/W2413805746","https://openalex.org/W2496408893","https://openalex.org/W2517966658","https://openalex.org/W2614971049","https://openalex.org/W2794452432","https://openalex.org/W2799071688","https://openalex.org/W2805642349","https://openalex.org/W2896971847","https://openalex.org/W2948500105","https://openalex.org/W3020977906","https://openalex.org/W3022130366","https://openalex.org/W3124231823","https://openalex.org/W3215308886","https://openalex.org/W4235678817"],"related_works":["https://openalex.org/W2596139867","https://openalex.org/W6922659848","https://openalex.org/W392204802","https://openalex.org/W7223468518","https://openalex.org/W2918899212","https://openalex.org/W2955240368","https://openalex.org/W197781321","https://openalex.org/W2063525820","https://openalex.org/W2787641364","https://openalex.org/W7037063328"],"abstract_inverted_index":null,"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}