{"id":"https://openalex.org/W619448779","doi":null,"title":"The pattern of customer complaint behaviour in public transportation","display_name":"The pattern of customer complaint behaviour in public transportation","publication_year":2009,"publication_date":"2009-01-01","ids":{"openalex":"https://openalex.org/W619448779","mag":"619448779"},"language":"en","primary_location":{"id":"mag:619448779","doi":null,"is_oa":false,"landing_page_url":"http://kau.diva-portal.org/smash/get/diva2:356855/FULLTEXT01","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},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Andrey Mikhailov","orcid":"https://orcid.org/0000-0003-4057-4511","observed_orcids":["https://orcid.org/0000-0003-4057-4511"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Andrey Mikhailov","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0003-4057-4511","affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5043735319","display_name":"Kungaba Cedric Pefok","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Kungaba Cedric Pefok","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5111374372","display_name":"Adnan Yousaf","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Adnan Yousaf","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":93},"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":0.885699987411499,"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":0.885699987411499,"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/T10698","display_name":"Transportation Planning and Optimization","score":0.11050000041723251,"subfield":{"id":"https://openalex.org/subfields/3313","display_name":"Transportation"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13439","display_name":"Transport and Economic Policies","score":0.0005000000237487257,"subfield":{"id":"https://openalex.org/subfields/3313","display_name":"Transportation"},"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/customer-complaints","display_name":"customer complaints","score":0.8889999985694885},{"id":"https://openalex.org/keywords/complaint-behavior","display_name":"complaint behavior","score":0.6819999814033508},{"id":"https://openalex.org/keywords/public-transport","display_name":"public transport","score":0.9919999837875366},{"id":"https://openalex.org/keywords/customer-perceived-value","display_name":"customer perceived value","score":0.9589999914169312},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8450000286102295},{"id":"https://openalex.org/keywords/customer-feedback","display_name":"customer feedback","score":0.47600001096725464}],"concepts":[{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.8231890797615051},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6807946562767029},{"id":"https://openalex.org/C2985066332","wikidata":"https://www.wikidata.org/wiki/Q556441","display_name":"Customer value","level":3,"score":0.5830783843994141},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5481366515159607},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.5438840985298157},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.5256256461143494},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5174623131752014},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.49315398931503296},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.4620700478553772},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.45793417096138},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.45392271876335144},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4320942759513855},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.42293402552604675},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.36069706082344055},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.33631426095962524},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3023444414138794},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1844271421432495},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.07492327690124512},{"id":"https://openalex.org/C31170391","wikidata":"https://www.wikidata.org/wiki/Q188619","display_name":"Hierarchy","level":2,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C34447519","wikidata":"https://www.wikidata.org/wiki/Q179522","display_name":"Market economy","level":1,"score":0.0},{"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/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:619448779","doi":null,"is_oa":false,"landing_page_url":"http://kau.diva-portal.org/smash/get/diva2:356855/FULLTEXT01","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":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/11","display_name":"Sustainable cities and communities","score":0.666700005531311}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":100,"referenced_works":["https://openalex.org/W6652454","https://openalex.org/W49178060","https://openalex.org/W591902559","https://openalex.org/W592446731","https://openalex.org/W612340742","https://openalex.org/W1492777183","https://openalex.org/W1493084650","https://openalex.org/W1497329561","https://openalex.org/W1560880354","https://openalex.org/W1568274144","https://openalex.org/W1574378514","https://openalex.org/W1594945480","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1751753181","https://openalex.org/W1895438151","https://openalex.org/W1966771744","https://openalex.org/W1967836722","https://openalex.org/W1968828380","https://openalex.org/W1970492996","https://openalex.org/W1971177360","https://openalex.org/W1978311462","https://openalex.org/W1979040796","https://openalex.org/W1981167345","https://openalex.org/W1986414485","https://openalex.org/W1988487435","https://openalex.org/W1990971333","https://openalex.org/W1991670833","https://openalex.org/W1993171100","https://openalex.org/W1995026436","https://openalex.org/W2001464182","https://openalex.org/W2001916972","https://openalex.org/W2003516988","https://openalex.org/W2011230150","https://openalex.org/W2015380340","https://openalex.org/W2017634848","https://openalex.org/W2019489722","https://openalex.org/W2023890289","https://openalex.org/W2025618885","https://openalex.org/W2027856063","https://openalex.org/W2028663006","https://openalex.org/W2028856827","https://openalex.org/W2029637601","https://openalex.org/W2031564884","https://openalex.org/W2033721488","https://openalex.org/W2034025364","https://openalex.org/W2034640785","https://openalex.org/W2039584758","https://openalex.org/W2040384293","https://openalex.org/W2042113379","https://openalex.org/W2044298660","https://openalex.org/W2047562908","https://openalex.org/W2051391961","https://openalex.org/W2051727555","https://openalex.org/W2056365180","https://openalex.org/W2058462284","https://openalex.org/W2058492887","https://openalex.org/W2059955887","https://openalex.org/W2060465639","https://openalex.org/W2067363959","https://openalex.org/W2068370738","https://openalex.org/W2077397053","https://openalex.org/W2082656580","https://openalex.org/W2083657938","https://openalex.org/W2083699334","https://openalex.org/W2084301582","https://openalex.org/W2089601185","https://openalex.org/W2090674205","https://openalex.org/W2093412613","https://openalex.org/W2095280480","https://openalex.org/W2096578347","https://openalex.org/W2100888826","https://openalex.org/W2105956480","https://openalex.org/W2122407370","https://openalex.org/W2125377513","https://openalex.org/W2126623320","https://openalex.org/W2127481569","https://openalex.org/W2133469585","https://openalex.org/W2135526934","https://openalex.org/W2146385426","https://openalex.org/W2156454260","https://openalex.org/W2159861924","https://openalex.org/W2165109419","https://openalex.org/W2167817177","https://openalex.org/W2170512058","https://openalex.org/W2171593536","https://openalex.org/W2200139257","https://openalex.org/W2234232270","https://openalex.org/W2313319791","https://openalex.org/W2315764875","https://openalex.org/W2316552461","https://openalex.org/W2327470083","https://openalex.org/W2327975117","https://openalex.org/W2331104813","https://openalex.org/W2341702349","https://openalex.org/W2413992245","https://openalex.org/W2589672847","https://openalex.org/W2920897010","https://openalex.org/W2975824187","https://openalex.org/W3151807635"],"related_works":["https://openalex.org/W7100898384","https://openalex.org/W2983221137","https://openalex.org/W2178129446","https://openalex.org/W2916901716","https://openalex.org/W1517527151","https://openalex.org/W2906563841","https://openalex.org/W1550865716","https://openalex.org/W1592183178","https://openalex.org/W2116710795","https://openalex.org/W3121470793"],"abstract_inverted_index":{"Service":[0],"providers":[1],"must":[2],"understand":[3],"that":[4],"they":[5,12],"have":[6],"to":[7,14,23,28],"provide":[8],"customer-perceived":[9,25],"value,":[10],"if":[11],"want":[13],"stay":[15],"in":[16],"business.":[17],"One":[18],"of":[19],"the":[20],"best":[21],"ways":[22],"determine":[24],"value":[26],"is":[27],"encourage":[29],"cu":[30],"...":[31]},"counts_by_year":[{"year":2015,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}
