{"id":"https://openalex.org/W2964006810","doi":"https://doi.org/10.1007/978-3-030-25629-6_143","title":"Lean Service Quality Model to Improve the Performance of Service in Automotive Dealer","display_name":"Lean Service Quality Model to Improve the Performance of Service in Automotive Dealer","publication_year":2019,"publication_date":"2019-07-24","ids":{"openalex":"https://openalex.org/W2964006810","doi":"https://doi.org/10.1007/978-3-030-25629-6_143","mag":"2964006810"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-030-25629-6_143","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-25629-6_143","pdf_url":null,"source":{"id":"https://openalex.org/S2764905038","display_name":"Advances in intelligent systems and computing","issn_l":"2194-5357","issn":["2194-5357","2194-5365"],"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":"Advances in Intelligent Systems and Computing","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/A5005428898","display_name":"Franco Valenzuela","orcid":null},"institutions":[{"id":"https://openalex.org/I1311157440","display_name":"Peruvian University of Applied Sciences","ror":"https://ror.org/047xrr705","country_code":"PE","type":"education","lineage":["https://openalex.org/I1311157440"]}],"countries":["PE"],"is_corresponding":true,"raw_author_name":"Franco Valenzuela","raw_affiliation_strings":["Ingenier\u00eda de Gesti\u00f3n Empresarial, Universidad Peruana de Ciencias Aplicadas (UPC), Lima, Peru"],"affiliations":[{"raw_affiliation_string":"Ingenier\u00eda de Gesti\u00f3n Empresarial, Universidad Peruana de Ciencias Aplicadas (UPC), Lima, Peru","institution_ids":["https://openalex.org/I1311157440"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5010372685","display_name":"Jeysev Estocalenko","orcid":null},"institutions":[{"id":"https://openalex.org/I1311157440","display_name":"Peruvian University of Applied Sciences","ror":"https://ror.org/047xrr705","country_code":"PE","type":"education","lineage":["https://openalex.org/I1311157440"]}],"countries":["PE"],"is_corresponding":false,"raw_author_name":"Jeysev Estocalenko","raw_affiliation_strings":["Ingenier\u00eda de Gesti\u00f3n Empresarial, Universidad Peruana de Ciencias Aplicadas (UPC), Lima, Peru"],"affiliations":[{"raw_affiliation_string":"Ingenier\u00eda de Gesti\u00f3n Empresarial, Universidad Peruana de Ciencias Aplicadas (UPC), Lima, Peru","institution_ids":["https://openalex.org/I1311157440"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5077538728","display_name":"Jos\u00e9 Rojas","orcid":"https://orcid.org/0000-0002-5040-5829"},"institutions":[{"id":"https://openalex.org/I1311157440","display_name":"Peruvian University of Applied Sciences","ror":"https://ror.org/047xrr705","country_code":"PE","type":"education","lineage":["https://openalex.org/I1311157440"]}],"countries":["PE"],"is_corresponding":false,"raw_author_name":"Jos\u00e9 Rojas","raw_affiliation_strings":["Ingenier\u00eda de Gesti\u00f3n Empresarial, Universidad Peruana de Ciencias Aplicadas (UPC), Lima, Peru"],"affiliations":[{"raw_affiliation_string":"Ingenier\u00eda de Gesti\u00f3n Empresarial, Universidad Peruana de Ciencias Aplicadas (UPC), Lima, Peru","institution_ids":["https://openalex.org/I1311157440"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5055883890","display_name":"Carlos Raymundo","orcid":"https://orcid.org/0000-0001-9615-0991"},"institutions":[{"id":"https://openalex.org/I1311157440","display_name":"Peruvian University of Applied Sciences","ror":"https://ror.org/047xrr705","country_code":"PE","type":"education","lineage":["https://openalex.org/I1311157440"]}],"countries":["PE"],"is_corresponding":true,"raw_author_name":"Carlos Raymundo","raw_affiliation_strings":["Direcci\u00f3n de Investigaci\u00f3n, Universidad Peruana de Ciencias Aplicadas (UPC), Lima, Peru"],"affiliations":[{"raw_affiliation_string":"Direcci\u00f3n de Investigaci\u00f3n, Universidad Peruana de Ciencias Aplicadas (UPC), Lima, Peru","institution_ids":["https://openalex.org/I1311157440"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5005428898","https://openalex.org/A5055883890"],"corresponding_institution_ids":["https://openalex.org/I1311157440"],"apc_list":null,"apc_paid":null,"fwci":0.578,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.64902833,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"917","last_page":"923"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.9973999857902527,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/T10164","display_name":"Quality and Supply Management","score":0.9973999857902527,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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":0.994700014591217,"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":0.9753999710083008,"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/automotive-industry","display_name":"Automotive industry","score":0.8383765816688538},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.6544458270072937},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.6398358345031738},{"id":"https://openalex.org/keywords/measure","display_name":"Measure (data warehouse)","score":0.5691367387771606},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5623607635498047},{"id":"https://openalex.org/keywords/replicate","display_name":"Replicate","score":0.534211277961731},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.526301383972168},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5027167797088623},{"id":"https://openalex.org/keywords/lean-manufacturing","display_name":"Lean manufacturing","score":0.4979135990142822},{"id":"https://openalex.org/keywords/tertiary-sector-of-the-economy","display_name":"Tertiary sector of the economy","score":0.4897732734680176},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.46708986163139343},{"id":"https://openalex.org/keywords/operations-management","display_name":"Operations management","score":0.4600375294685364},{"id":"https://openalex.org/keywords/scale","display_name":"Scale (ratio)","score":0.45890018343925476},{"id":"https://openalex.org/keywords/conceptual-model","display_name":"Conceptual model","score":0.4516795873641968},{"id":"https://openalex.org/keywords/car-model","display_name":"Car model","score":0.43763384222984314},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3678542375564575},{"id":"https://openalex.org/keywords/manufacturing-engineering","display_name":"Manufacturing engineering","score":0.35919204354286194},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.2459108531475067},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.20733597874641418},{"id":"https://openalex.org/keywords/automotive-engineering","display_name":"Automotive engineering","score":0.15632688999176025},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.1350787878036499},{"id":"https://openalex.org/keywords/statistics","display_name":"Statistics","score":0.07138460874557495},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.06548687815666199}],"concepts":[{"id":"https://openalex.org/C526921623","wikidata":"https://www.wikidata.org/wiki/Q190117","display_name":"Automotive industry","level":2,"score":0.8383765816688538},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6544458270072937},{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.6398358345031738},{"id":"https://openalex.org/C2780009758","wikidata":"https://www.wikidata.org/wiki/Q6804172","display_name":"Measure (data warehouse)","level":2,"score":0.5691367387771606},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5623607635498047},{"id":"https://openalex.org/C2781162219","wikidata":"https://www.wikidata.org/wiki/Q26250693","display_name":"Replicate","level":2,"score":0.534211277961731},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.526301383972168},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5027167797088623},{"id":"https://openalex.org/C137335462","wikidata":"https://www.wikidata.org/wiki/Q380772","display_name":"Lean manufacturing","level":2,"score":0.4979135990142822},{"id":"https://openalex.org/C43246008","wikidata":"https://www.wikidata.org/wiki/Q55638","display_name":"Tertiary sector of the economy","level":2,"score":0.4897732734680176},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.46708986163139343},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.4600375294685364},{"id":"https://openalex.org/C2778755073","wikidata":"https://www.wikidata.org/wiki/Q10858537","display_name":"Scale (ratio)","level":2,"score":0.45890018343925476},{"id":"https://openalex.org/C13606891","wikidata":"https://www.wikidata.org/wiki/Q2623243","display_name":"Conceptual model","level":2,"score":0.4516795873641968},{"id":"https://openalex.org/C2993100942","wikidata":"https://www.wikidata.org/wiki/Q3231690","display_name":"Car model","level":2,"score":0.43763384222984314},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3678542375564575},{"id":"https://openalex.org/C117671659","wikidata":"https://www.wikidata.org/wiki/Q11049265","display_name":"Manufacturing engineering","level":1,"score":0.35919204354286194},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2459108531475067},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.20733597874641418},{"id":"https://openalex.org/C171146098","wikidata":"https://www.wikidata.org/wiki/Q124192","display_name":"Automotive engineering","level":1,"score":0.15632688999176025},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.1350787878036499},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.07138460874557495},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.06548687815666199},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C146978453","wikidata":"https://www.wikidata.org/wiki/Q3798668","display_name":"Aerospace engineering","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-030-25629-6_143","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-25629-6_143","pdf_url":null,"source":{"id":"https://openalex.org/S2764905038","display_name":"Advances in intelligent systems and computing","issn_l":"2194-5357","issn":["2194-5357","2194-5365"],"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":"Advances in Intelligent Systems and Computing","raw_type":"book-chapter"},{"id":"pmh:oai:repositorioacademico.upc.edu.pe:10757/656345","is_oa":false,"landing_page_url":"http://hdl.handle.net/10757/656345","pdf_url":null,"source":{"id":"https://openalex.org/S4306401415","display_name":"Repositorio Acad\u00e9mico de la Universidad Peruana de Ciencias Aplicadas (Universidad Peruana de Ciencias Aplicadas)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1311157440","host_organization_name":"Peruvian University of Applied Sciences","host_organization_lineage":["https://openalex.org/I1311157440"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"923","raw_type":"http://purl.org/coar/version/c_970fb48d4fbd8a2434"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","score":0.5199999809265137,"display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":14,"referenced_works":["https://openalex.org/W1544073738","https://openalex.org/W1689771227","https://openalex.org/W1995599079","https://openalex.org/W2055570665","https://openalex.org/W2071273454","https://openalex.org/W2072554648","https://openalex.org/W2084463045","https://openalex.org/W2092469173","https://openalex.org/W2191450478","https://openalex.org/W2211882213","https://openalex.org/W2557239592","https://openalex.org/W2563787152","https://openalex.org/W2788299786","https://openalex.org/W2966699867"],"related_works":["https://openalex.org/W4254851101","https://openalex.org/W3171007296","https://openalex.org/W22115721","https://openalex.org/W2211931904","https://openalex.org/W2321234655","https://openalex.org/W2065444835","https://openalex.org/W2470062578","https://openalex.org/W2952773340","https://openalex.org/W2981861370","https://openalex.org/W2369319632"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2023,"cited_by_count":2},{"year":2021,"cited_by_count":1}],"updated_date":"2026-03-20T23:20:44.827607","created_date":"2025-10-10T00:00:00"}