{"id":"https://openalex.org/W613170991","doi":"https://doi.org/10.5860/choice.28-2215","title":"Service management effectiveness: balancing strategy, organization and human resources, operations, and marketing","display_name":"Service management effectiveness: balancing strategy, organization and human resources, operations, and marketing","publication_year":1990,"publication_date":"1990-12-01","ids":{"openalex":"https://openalex.org/W613170991","doi":"https://doi.org/10.5860/choice.28-2215","mag":"613170991"},"language":"en","primary_location":{"id":"doi:10.5860/choice.28-2215","doi":"https://doi.org/10.5860/choice.28-2215","is_oa":false,"landing_page_url":"https://doi.org/10.5860/choice.28-2215","pdf_url":null,"source":{"id":"https://openalex.org/S2764375719","display_name":"Choice Reviews Online","issn_l":"0009-4978","issn":["0009-4978","1523-8253","1943-5975"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310316146","host_organization_name":"Association of College and Research Libraries","host_organization_lineage":["https://openalex.org/P4310316146","https://openalex.org/P4310315903"],"host_organization_lineage_names":["Association of College and Research Libraries","American Library Association"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Choice Reviews Online","raw_type":"journal-article"},"volume":null,"type":"book-review","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":61,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":"28","issue":"04","first_page":"28","last_page":"2215"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8476999998092651,"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":0.8476999998092651,"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":0.09610000252723694,"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/T11726","display_name":"Organizational Management and Innovation","score":0.010099999606609344,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/service-management","display_name":"service management","score":0.9779999852180481},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7979999780654907},{"id":"https://openalex.org/keywords/service-strategy","display_name":"service strategy","score":0.527999997138977},{"id":"https://openalex.org/keywords/workforce-planning","display_name":"workforce planning","score":0.6620000004768372},{"id":"https://openalex.org/keywords/operations-management","display_name":"operations management","score":0.9919999837875366},{"id":"https://openalex.org/keywords/marketing-management","display_name":"marketing management","score":0.722000002861023},{"id":"https://openalex.org/keywords/interfunctional-coordination","display_name":"interfunctional coordination","score":0.8109999895095825},{"id":"https://openalex.org/keywords/productivity-measurement","display_name":"productivity measurement","score":0.8539999723434448},{"id":"https://openalex.org/keywords/customer-contact","display_name":"customer contact","score":0.5099999904632568},{"id":"https://openalex.org/keywords/organizational-effectiveness","display_name":"organizational effectiveness","score":0.3499999940395355}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6649109721183777},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5599100589752197},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.559812068939209},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5144505500793457},{"id":"https://openalex.org/C202372285","wikidata":"https://www.wikidata.org/wiki/Q1056396","display_name":"Human resource management","level":2,"score":0.47176745533943176},{"id":"https://openalex.org/C192975520","wikidata":"https://www.wikidata.org/wiki/Q1143466","display_name":"Marketing management","level":2,"score":0.4664328396320343},{"id":"https://openalex.org/C93032411","wikidata":"https://www.wikidata.org/wiki/Q1363963","display_name":"Marketing strategy","level":2,"score":0.45504796504974365},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3881832957267761},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3809231221675873},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.21337783336639404},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.11184436082839966}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.5860/choice.28-2215","doi":"https://doi.org/10.5860/choice.28-2215","is_oa":false,"landing_page_url":"https://doi.org/10.5860/choice.28-2215","pdf_url":null,"source":{"id":"https://openalex.org/S2764375719","display_name":"Choice Reviews Online","issn_l":"0009-4978","issn":["0009-4978","1523-8253","1943-5975"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310316146","host_organization_name":"Association of College and Research Libraries","host_organization_lineage":["https://openalex.org/P4310316146","https://openalex.org/P4310315903"],"host_organization_lineage_names":["Association of College and Research Libraries","American Library Association"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Choice Reviews Online","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8","score":0.550000011920929}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W1578248341","https://openalex.org/W2049359165","https://openalex.org/W2284438731","https://openalex.org/W610146306","https://openalex.org/W625006315","https://openalex.org/W1530545349","https://openalex.org/W1509625714","https://openalex.org/W1129303848","https://openalex.org/W174108773","https://openalex.org/W1599981260"],"abstract_inverted_index":{"Provides":[0],"a":[1],"comprehensive":[2],"model":[3],"for":[4],"managing":[5],"the":[6,21,24,31,47,71],"service":[7,25,56,61],"business,":[8],"from":[9,85],"strategy":[10],"development":[11],"through":[12],"productivity":[13],"measurement.":[14],"Shows":[15,67],"managers":[16],"how":[17,68],"to":[18,20,55,65,69],"respond":[19],"unique":[22],"demands":[23],"orientation":[26],"places":[27],"on":[28],"each":[29,50],"of":[30,49,73],"four":[32],"main":[33],"management":[34],"functions:":[35],"strategy,":[36],"organization":[37,82],"and":[38,44,58,101],"human":[39],"resources":[40],"planning,":[41],"operations":[42],"management,":[43],"marketing.":[45],"Defines":[46],"role":[48],"functional":[51],"area":[52],"in":[53,80],"contributing":[54],"quality":[57,62],"making":[59],"sure":[60],"is":[63,78],"apparent":[64],"customers.":[66,92],"achieve":[70],"level":[72],"coordination":[74],"between":[75],"functions":[76],"that":[77],"necessary":[79],"an":[81],"where":[83],"employees":[84],"many":[86],"departments":[87],"have":[88],"direct":[89],"contact":[90],"with":[91],"Case":[93],"examples":[94],"include":[95],"IBM,":[96],"Federal":[97],"Express,":[98],"Humana,":[99],"McDonalds,":[100],"American":[102],"Airlines.":[103]},"counts_by_year":[{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":5}],"updated_date":"2026-07-14T23:27:15.235271","created_date":"2016-06-24T00:00:00"}