{"id":"https://openalex.org/W90225665","doi":null,"title":"Customer Satisfaction Toolkit for ISO 9001:2000","display_name":"Customer Satisfaction Toolkit for ISO 9001:2000","publication_year":2003,"publication_date":"2003-01-01","ids":{"openalex":"https://openalex.org/W90225665","mag":"90225665"},"language":"en","primary_location":{"id":"mag:90225665","doi":null,"is_oa":false,"landing_page_url":"https://dialnet.unirioja.es/servlet/articulo?codigo=752994","pdf_url":null,"source":{"id":"https://openalex.org/S178497631","display_name":"Quality progress","issn_l":"0033-524X","issn":["0033-524X"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","jufo-1","norway-1","poland-20","russia-white-list-4"],"host_organization":"https://openalex.org/P4360969401","host_organization_name":"American Society for Quality","host_organization_lineage":["https://openalex.org/P4360969401"],"host_organization_lineage_names":["American Society for Quality"],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Quality progress","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":"https://openalex.org/A5007333371","display_name":"Eric Furness","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Eric Furness","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5007333371"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":10,"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":97},"biblio":{"volume":"36","issue":"11","first_page":"95","last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13164","display_name":"Quality and Management Systems","score":0.9545999765396118,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and 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/T13164","display_name":"Quality and Management Systems","score":0.9545999765396118,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and 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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.030899999663233757,"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/T12905","display_name":"Management Systems and Quality Improvement","score":0.01080000028014183,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and 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/customer-satisfaction","display_name":"customer satisfaction","score":0.9959999918937683},{"id":"https://openalex.org/keywords/iso-9001-2000","display_name":"ISO 9001:2000","score":0.9950000047683716},{"id":"https://openalex.org/keywords/quality-management-systems","display_name":"quality management systems","score":0.9580000042915344},{"id":"https://openalex.org/keywords/customer-satisfaction-measurement","display_name":"customer satisfaction measurement","score":0.48899999260902405},{"id":"https://openalex.org/keywords/quality-tools","display_name":"quality management tools","score":0.5379999876022339}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6273839473724365},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5601950883865356},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3824995458126068},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3471473455429077},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.34338903427124023},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.2058064043521881},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.15895357728004456}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:90225665","doi":null,"is_oa":false,"landing_page_url":"https://dialnet.unirioja.es/servlet/articulo?codigo=752994","pdf_url":null,"source":{"id":"https://openalex.org/S178497631","display_name":"Quality progress","issn_l":"0033-524X","issn":["0033-524X"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","jufo-1","norway-1","poland-20","russia-white-list-4"],"host_organization":"https://openalex.org/P4360969401","host_organization_name":"American Society for Quality","host_organization_lineage":["https://openalex.org/P4360969401"],"host_organization_lineage_names":["American Society for Quality"],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Quality progress","raw_type":null}],"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/W1936511680","https://openalex.org/W2994371267","https://openalex.org/W1029401201","https://openalex.org/W3206099757","https://openalex.org/W74248568","https://openalex.org/W4248906026","https://openalex.org/W1022202379","https://openalex.org/W3113835287","https://openalex.org/W6999603411","https://openalex.org/W2994072415"],"abstract_inverted_index":null,"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":2}],"updated_date":"2025-10-10T17:16:08.811792","created_date":"2016-06-24T00:00:00"}