{"id":"https://openalex.org/W2238497781","doi":"https://doi.org/10.1007/978-1-4419-8270-4_18","title":"Service and Science","display_name":"Service and Science","publication_year":2011,"publication_date":"2011-01-01","ids":{"openalex":"https://openalex.org/W2238497781","doi":"https://doi.org/10.1007/978-1-4419-8270-4_18","mag":"2238497781"},"language":"en","primary_location":{"id":"doi:10.1007/978-1-4419-8270-4_18","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-1-4419-8270-4_18","pdf_url":null,"source":{"id":"https://openalex.org/S4210173054","display_name":"Service science: research and innovations in the service economy","issn_l":"1865-4924","issn":["1865-4924","1865-4932"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Service Science: Research and Innovations in the Service Economy","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"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/A5005597610","display_name":"Jim Spohrer","orcid":"https://orcid.org/0000-0002-9864-2735"},"institutions":[{"id":"https://openalex.org/I4210085935","display_name":"IBM Research - Almaden","ror":"https://ror.org/005w8dd04","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210085935","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"James C. Spohrer","raw_affiliation_strings":["IBM Almaden Research, San Jose, CA, USA","IBM Research - Almaden, Harry Road 650, San Jose, 95120-6099, California, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Almaden Research, San Jose, CA, USA","institution_ids":["https://openalex.org/I4210085935"]},{"raw_affiliation_string":"IBM Research - Almaden, Harry Road 650, San Jose, 95120-6099, California, USA","institution_ids":["https://openalex.org/I4210085935"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5024960528","display_name":"Haluk Demirkan","orcid":"https://orcid.org/0000-0002-0585-0237"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Haluk Demirkan","raw_affiliation_strings":["Department of Information Systems, W. P. Carey School of Business, Main Campus PO BOX 874606, Tempe, 85287, Arizona, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information Systems, W. P. Carey School of Business, Main Campus PO BOX 874606, Tempe, 85287, Arizona, USA","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5103328868","display_name":"Vikas Krishna","orcid":null},"institutions":[{"id":"https://openalex.org/I4210085935","display_name":"IBM Research - Almaden","ror":"https://ror.org/005w8dd04","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210085935","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Vikas Krishna","raw_affiliation_strings":["IBM Almaden Research Center, San Jose, 95120-6099, California, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Almaden Research Center, San Jose, 95120-6099, California, USA","institution_ids":["https://openalex.org/I4210085935"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5005597610"],"corresponding_institution_ids":["https://openalex.org/I4210085935"],"apc_list":null,"apc_paid":null,"fwci":31.2703,"has_fulltext":false,"cited_by_count":35,"citation_normalized_percentile":{"value":0.99740597,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"325","last_page":"358"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9998999834060669,"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/T11114","display_name":"Service and Product Innovation","score":0.9998999834060669,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9790999889373779,"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/T14147","display_name":"Innovative Approaches in Technology and Social Development","score":0.968500018119812,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"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/problem-of-universals","display_name":"Problem of universals","score":0.719490647315979},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.635705828666687},{"id":"https://openalex.org/keywords/frame","display_name":"Frame (networking)","score":0.5778571367263794},{"id":"https://openalex.org/keywords/discipline","display_name":"Discipline","score":0.48227861523628235},{"id":"https://openalex.org/keywords/engineering-ethics","display_name":"Engineering ethics","score":0.47441619634628296},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.43337881565093994},{"id":"https://openalex.org/keywords/epistemology","display_name":"Epistemology","score":0.4290162920951843},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.400422602891922},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.2085174322128296},{"id":"https://openalex.org/keywords/social-science","display_name":"Social science","score":0.20494648814201355},{"id":"https://openalex.org/keywords/philosophy","display_name":"Philosophy","score":0.11382463574409485},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.11014777421951294}],"concepts":[{"id":"https://openalex.org/C16592111","wikidata":"https://www.wikidata.org/wiki/Q6092032","display_name":"Problem of universals","level":2,"score":0.719490647315979},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.635705828666687},{"id":"https://openalex.org/C126042441","wikidata":"https://www.wikidata.org/wiki/Q1324888","display_name":"Frame (networking)","level":2,"score":0.5778571367263794},{"id":"https://openalex.org/C8795937","wikidata":"https://www.wikidata.org/wiki/Q11862829","display_name":"Discipline","level":2,"score":0.48227861523628235},{"id":"https://openalex.org/C55587333","wikidata":"https://www.wikidata.org/wiki/Q1133029","display_name":"Engineering ethics","level":1,"score":0.47441619634628296},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.43337881565093994},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.4290162920951843},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.400422602891922},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.2085174322128296},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.20494648814201355},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.11382463574409485},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.11014777421951294},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.0},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-1-4419-8270-4_18","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-1-4419-8270-4_18","pdf_url":null,"source":{"id":"https://openalex.org/S4210173054","display_name":"Service science: research and innovations in the service economy","issn_l":"1865-4924","issn":["1865-4924","1865-4932"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Service Science: Research and Innovations in the Service Economy","raw_type":"book-chapter"},{"id":"pmh:oai:digitalcommons.tacoma.uw.edu:business_pub-1073","is_oa":false,"landing_page_url":"https://digitalcommons.tacoma.uw.edu/business_pub/74","pdf_url":null,"source":{"id":"https://openalex.org/S4306400628","display_name":"University of Washington Tacoma Digital Commons (University of Washington Tacoma)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210150356","host_organization_name":"University of Washington Tacoma","host_organization_lineage":["https://openalex.org/I4210150356"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Business Publications","raw_type":"text"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":128,"referenced_works":["https://openalex.org/W1521832","https://openalex.org/W76436194","https://openalex.org/W83172606","https://openalex.org/W93625966","https://openalex.org/W113950882","https://openalex.org/W122490179","https://openalex.org/W125839238","https://openalex.org/W126420677","https://openalex.org/W148777845","https://openalex.org/W177301048","https://openalex.org/W178504868","https://openalex.org/W578300925","https://openalex.org/W593696662","https://openalex.org/W618581282","https://openalex.org/W633904537","https://openalex.org/W1486631450","https://openalex.org/W1489457450","https://openalex.org/W1515810707","https://openalex.org/W1517701247","https://openalex.org/W1522808773","https://openalex.org/W1535803599","https://openalex.org/W1538749266","https://openalex.org/W1553186720","https://openalex.org/W1567853885","https://openalex.org/W1571446492","https://openalex.org/W1574655732","https://openalex.org/W1588952863","https://openalex.org/W1598745299","https://openalex.org/W1607355603","https://openalex.org/W1960332648","https://openalex.org/W1963916610","https://openalex.org/W1964555080","https://openalex.org/W1964647861","https://openalex.org/W1964877283","https://openalex.org/W1965446534","https://openalex.org/W1965600442","https://openalex.org/W1968079292","https://openalex.org/W1970441067","https://openalex.org/W1971666718","https://openalex.org/W1976599252","https://openalex.org/W1979056716","https://openalex.org/W1981742050","https://openalex.org/W1982914919","https://openalex.org/W1986342936","https://openalex.org/W1986404160","https://openalex.org/W1989075208","https://openalex.org/W1993286459","https://openalex.org/W1996452104","https://openalex.org/W2010458688","https://openalex.org/W2011166546","https://openalex.org/W2017315073","https://openalex.org/W2019535627","https://openalex.org/W2020229206","https://openalex.org/W2026368098","https://openalex.org/W2028565278","https://openalex.org/W2035546400","https://openalex.org/W2037021691","https://openalex.org/W2043246188","https://openalex.org/W2045956974","https://openalex.org/W2049847674","https://openalex.org/W2051603279","https://openalex.org/W2059002650","https://openalex.org/W2059717934","https://openalex.org/W2061869014","https://openalex.org/W2066106849","https://openalex.org/W2070415764","https://openalex.org/W2073331404","https://openalex.org/W2075284967","https://openalex.org/W2080577950","https://openalex.org/W2082579854","https://openalex.org/W2084735543","https://openalex.org/W2085089829","https://openalex.org/W2096010043","https://openalex.org/W2098916257","https://openalex.org/W2099069868","https://openalex.org/W2106634059","https://openalex.org/W2108631230","https://openalex.org/W2114158004","https://openalex.org/W2114574703","https://openalex.org/W2115380084","https://openalex.org/W2125017281","https://openalex.org/W2126840412","https://openalex.org/W2127164543","https://openalex.org/W2127481569","https://openalex.org/W2128847913","https://openalex.org/W2129639820","https://openalex.org/W2135526934","https://openalex.org/W2135910982","https://openalex.org/W2140205964","https://openalex.org/W2140497364","https://openalex.org/W2151517224","https://openalex.org/W2152304295","https://openalex.org/W2156454260","https://openalex.org/W2164284962","https://openalex.org/W2165709348","https://openalex.org/W2166873560","https://openalex.org/W2246634683","https://openalex.org/W2270204915","https://openalex.org/W2318735428","https://openalex.org/W2626239712","https://openalex.org/W2771879111","https://openalex.org/W2786542897","https://openalex.org/W2884958780","https://openalex.org/W2953145841","https://openalex.org/W3046509492","https://openalex.org/W3122093892","https://openalex.org/W4207044301","https://openalex.org/W4244605259","https://openalex.org/W4248444468","https://openalex.org/W4252564718","https://openalex.org/W4254363066","https://openalex.org/W4293872590","https://openalex.org/W4298140396","https://openalex.org/W4298859129","https://openalex.org/W6605045596","https://openalex.org/W6617907295","https://openalex.org/W6629290004","https://openalex.org/W6632357813","https://openalex.org/W6633165420","https://openalex.org/W6634140337","https://openalex.org/W6636303619","https://openalex.org/W6636591956","https://openalex.org/W6642882555","https://openalex.org/W6670338537","https://openalex.org/W6676810990","https://openalex.org/W6691043249","https://openalex.org/W6758788198","https://openalex.org/W7074706638"],"related_works":["https://openalex.org/W2336257211","https://openalex.org/W3097844794","https://openalex.org/W4243660670","https://openalex.org/W4252402304","https://openalex.org/W4234290384","https://openalex.org/W2129243179","https://openalex.org/W4256401185","https://openalex.org/W1530096493","https://openalex.org/W2006068649","https://openalex.org/W2106886003"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2022,"cited_by_count":2},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":4},{"year":2015,"cited_by_count":4},{"year":2014,"cited_by_count":8},{"year":2013,"cited_by_count":4},{"year":2012,"cited_by_count":4}],"updated_date":"2026-08-04T08:18:43.703281","created_date":"2025-10-10T00:00:00"}