{"id":"https://openalex.org/W647695866","doi":"https://doi.org/10.5860/choice.32-5166","title":"World-class customer satisfaction","display_name":"World-class customer satisfaction","publication_year":1995,"publication_date":"1995-05-01","ids":{"openalex":"https://openalex.org/W647695866","doi":"https://doi.org/10.5860/choice.32-5166","mag":"647695866"},"language":"en","primary_location":{"id":"doi:10.5860/choice.32-5166","doi":"https://doi.org/10.5860/choice.32-5166","is_oa":false,"landing_page_url":"https://doi.org/10.5860/choice.32-5166","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","is_traditional":true,"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":111,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":"32","issue":"09","first_page":"32","last_page":"5166"},"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":0.0003000000142492354,"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/T12384","display_name":"Customer churn and segmentation","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/service-quality","display_name":"service quality","score":0.9660000205039978},{"id":"https://openalex.org/keywords/business-process-reengineering","display_name":"business process reengineering","score":0.8709999918937683},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/competitive-benchmarking","display_name":"competitive benchmarking","score":0.9700000286102295},{"id":"https://openalex.org/keywords/organizational-change","display_name":"organizational change","score":0.7739999890327454},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.39399999380111694}],"concepts":[{"id":"https://openalex.org/C2994232186","wikidata":"https://www.wikidata.org/wiki/Q50324608","display_name":"World class","level":2,"score":0.6784378290176392},{"id":"https://openalex.org/C2777212361","wikidata":"https://www.wikidata.org/wiki/Q5127848","display_name":"Class (philosophy)","level":2,"score":0.6441785097122192},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.599143922328949},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.41546547412872314},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.38899877667427063},{"id":"https://openalex.org/C95457728","wikidata":"https://www.wikidata.org/wiki/Q309","display_name":"History","level":0,"score":0.3724394738674164},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.30895042419433594},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2676595449447632},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.15166440606117249},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.14984235167503357},{"id":"https://openalex.org/C13736549","wikidata":"https://www.wikidata.org/wiki/Q4489420","display_name":"Industrial engineering","level":1,"score":0.04784974455833435}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.5860/choice.32-5166","doi":"https://doi.org/10.5860/choice.32-5166","is_oa":false,"landing_page_url":"https://doi.org/10.5860/choice.32-5166","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":[],"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/W616587606","https://openalex.org/W6992639557","https://openalex.org/W2491009414","https://openalex.org/W2681785743","https://openalex.org/W2237681293","https://openalex.org/W658198191","https://openalex.org/W1883819163","https://openalex.org/W1534393707","https://openalex.org/W4236580677","https://openalex.org/W2502571512"],"abstract_inverted_index":{"In":[0],"a":[1,49,70,74,79,82],"concise":[2],"and":[3,13,32,58,66,101,108,143,178],"entertaining":[4],"style,":[5],"Dr.":[6],"Jonathan":[7],"Barsky":[8],"presents":[9],"clear":[10],"sighted":[11],"analysis":[12],"practical":[14],"applications":[15],"to":[16,40,73,78,112,118,129,156],"the":[17,60,114,133,150,176],"subjects":[18],"most":[19,134],"affecting":[20],"customer":[21,43,141,152],"satisfaction.":[22,44],"Breakthrough":[23],"examples":[24,97],"from":[25,92],"Wal-Mart,":[26],"American":[27],"Express,":[28],"McDonalds,":[29],"Marriot,":[30],"IKEA,":[31],"others":[33],"reveal":[34],"how":[35,111,128],"these":[36],"organizations":[37],"are":[38],"able":[39],"provide":[41],"world-class":[42],"World-Class":[45,122],"Customer":[46,123],"Satisfaction":[47,124],"is":[48],"brilliant,":[50],"fast-paced":[51],"book":[52,105],"that":[53,171],"will":[54,125],"hold":[55],"readers'":[56],"interest":[57],"change":[59],"way":[61],"readers":[62,127],"handle":[63],"their":[64,67],"business":[65,87],"customers.":[68],"From":[69],"tiny":[71],"shop":[72],"Fortune":[75],"500":[76],"company,":[77],"nonprofit":[80],"or":[81],"public":[83],"sector":[84],"organization,":[85],"any":[86],"can":[88],"realize":[89],"immediate":[90],"benefits":[91],"this":[93,104],"book.":[94],"With":[95],"colorful":[96],"illustrating":[98],"savvy":[99],"principles":[100],"invaluable":[102],"techniques,":[103],"provides":[106],"ideas":[107],"concepts":[109],"on":[110],"adapt":[113],"world's":[115],"leading":[116],"practices":[117],"your":[119,147,164,173],"own":[120],"organization.":[121],"show":[126],"take":[130],"action:":[131],"integrate":[132],"explosive":[135],"advance":[136],"in":[137],"service":[138],"quality,":[139],"reengineering,":[140],"loyalty,":[142],"competitive":[144],"benchmarking":[145],"into":[146,163],"organization;":[148],"use":[149],"author's":[151],"satisfaction":[153],"scoring":[154],"system":[155],"create":[157],"new":[158,169],"profit":[159],"opportunities;":[160],"inject":[161],"momentum":[162],"marketing":[165],"efforts":[166],"with":[167],"revolutionary":[168],"methods":[170],"let":[172],"customers":[174],"set":[175],"agenda;":[177],"execute":[179],"rapid":[180],"changes":[181],"using":[182],"an":[183],"easy-to-follow":[184],"eight-step":[185],"program.":[186]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":4},{"year":2019,"cited_by_count":3},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":9},{"year":2014,"cited_by_count":11},{"year":2013,"cited_by_count":9},{"year":2012,"cited_by_count":8}],"updated_date":"2026-09-12T09:15:50.089291","created_date":"2016-06-24T00:00:00"}