{"id":"https://openalex.org/W3080827175","doi":"https://doi.org/10.1007/978-3-030-57599-1_7","title":"Service Quality Through Government Proactivity: The Concept of Non-interaction","display_name":"Service Quality Through Government Proactivity: The Concept of Non-interaction","publication_year":2020,"publication_date":"2020-01-01","ids":{"openalex":"https://openalex.org/W3080827175","doi":"https://doi.org/10.1007/978-3-030-57599-1_7","mag":"3080827175"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-030-57599-1_7","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-57599-1_7","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://inria.hal.science/hal-03282769","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5047487398","display_name":"Peter Kuhn","orcid":"https://orcid.org/0000-0001-6774-2904"},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Peter Kuhn","raw_affiliation_strings":["fortiss GmbH, Research Institute of the Free State of Bavaria for Software-Intensive Systems and Services, Munich, Germany"],"affiliations":[{"raw_affiliation_string":"fortiss GmbH, Research Institute of the Free State of Bavaria for Software-Intensive Systems and Services, Munich, Germany","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5089040855","display_name":"Dian Balta","orcid":"https://orcid.org/0000-0001-8311-3227"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Dian Balta","raw_affiliation_strings":["fortiss GmbH, Research Institute of the Free State of Bavaria for Software-Intensive Systems and Services, Munich, Germany"],"affiliations":[{"raw_affiliation_string":"fortiss GmbH, Research Institute of the Free State of Bavaria for Software-Intensive Systems and Services, Munich, Germany","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5047487398"],"corresponding_institution_ids":[],"apc_list":{"value":5000,"currency":"EUR","value_usd":5392},"apc_paid":null,"fwci":11.1987,"has_fulltext":false,"cited_by_count":6,"citation_normalized_percentile":{"value":0.98212889,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"82","last_page":"95"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9972000122070312,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9972000122070312,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9857000112533569,"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/T10213","display_name":"Public Policy and Administration Research","score":0.9559000134468079,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"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/proactivity","display_name":"Proactivity","score":0.8846829533576965},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6683608293533325},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6472029089927673},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.6200866103172302},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.5649120211601257},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.5127476453781128},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.5048571228981018},{"id":"https://openalex.org/keywords/government","display_name":"Government (linguistics)","score":0.49898242950439453},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.49155911803245544},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.41809773445129395},{"id":"https://openalex.org/keywords/operationalization","display_name":"Operationalization","score":0.4116094410419464},{"id":"https://openalex.org/keywords/set","display_name":"Set (abstract data type)","score":0.4112960696220398},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.37977051734924316},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.1699880063533783},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.1313195824623108},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.07864651083946228}],"concepts":[{"id":"https://openalex.org/C142944206","wikidata":"https://www.wikidata.org/wiki/Q1786137","display_name":"Proactivity","level":2,"score":0.8846829533576965},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6683608293533325},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6472029089927673},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.6200866103172302},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5649120211601257},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5127476453781128},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5048571228981018},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.49898242950439453},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.49155911803245544},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.41809773445129395},{"id":"https://openalex.org/C9354725","wikidata":"https://www.wikidata.org/wiki/Q286017","display_name":"Operationalization","level":2,"score":0.4116094410419464},{"id":"https://openalex.org/C177264268","wikidata":"https://www.wikidata.org/wiki/Q1514741","display_name":"Set (abstract data type)","level":2,"score":0.4112960696220398},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.37977051734924316},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.1699880063533783},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.1313195824623108},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.07864651083946228},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"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/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","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/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-030-57599-1_7","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-57599-1_7","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"},{"id":"pmh:oai:HAL:hal-03282769v1","is_oa":true,"landing_page_url":"https://inria.hal.science/hal-03282769","pdf_url":null,"source":{"id":"https://openalex.org/S4306402512","display_name":"HAL (Le Centre pour la Communication Scientifique Directe)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1294671590","host_organization_name":"Centre National de la Recherche Scientifique","host_organization_lineage":["https://openalex.org/I1294671590"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"19th International Conference on Electronic Government (EGOV), Aug 2020, Link\u00f6ping, Sweden. pp.82-95, ⟨10.1007/978-3-030-57599-1_7⟩","raw_type":"Conference papers"}],"best_oa_location":{"id":"pmh:oai:HAL:hal-03282769v1","is_oa":true,"landing_page_url":"https://inria.hal.science/hal-03282769","pdf_url":null,"source":{"id":"https://openalex.org/S4306402512","display_name":"HAL (Le Centre pour la Communication Scientifique Directe)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1294671590","host_organization_name":"Centre National de la Recherche Scientifique","host_organization_lineage":["https://openalex.org/I1294671590"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"19th International Conference on Electronic Government (EGOV), Aug 2020, Link\u00f6ping, Sweden. pp.82-95, ⟨10.1007/978-3-030-57599-1_7⟩","raw_type":"Conference papers"},"sustainable_development_goals":[{"score":0.5400000214576721,"display_name":"Partnerships for the goals","id":"https://metadata.un.org/sdg/17"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":30,"referenced_works":["https://openalex.org/W126888140","https://openalex.org/W175588260","https://openalex.org/W179935049","https://openalex.org/W187505942","https://openalex.org/W1410651756","https://openalex.org/W1535148893","https://openalex.org/W1558012481","https://openalex.org/W1872316009","https://openalex.org/W1967055352","https://openalex.org/W2023648895","https://openalex.org/W2026368098","https://openalex.org/W2039148218","https://openalex.org/W2092498789","https://openalex.org/W2110989039","https://openalex.org/W2142599319","https://openalex.org/W2151694441","https://openalex.org/W2315649125","https://openalex.org/W2481719788","https://openalex.org/W2507366031","https://openalex.org/W2508846749","https://openalex.org/W2593576510","https://openalex.org/W2743687097","https://openalex.org/W2884629740","https://openalex.org/W2902643333","https://openalex.org/W2920893895","https://openalex.org/W2984636473","https://openalex.org/W3003715200","https://openalex.org/W3009211918","https://openalex.org/W4240969601","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2133079869","https://openalex.org/W2269539645","https://openalex.org/W2301887030","https://openalex.org/W2808736867","https://openalex.org/W4243713506","https://openalex.org/W2549510740","https://openalex.org/W4220762673","https://openalex.org/W1705160115","https://openalex.org/W2230507463","https://openalex.org/W2086070283"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1}],"updated_date":"2026-03-20T23:20:44.827607","created_date":"2025-10-10T00:00:00"}